Change search
Refine search result
1234567 1 - 50 of 1266
CiteExportLink to result list
Permanent link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Rows per page
  • 5
  • 10
  • 20
  • 50
  • 100
  • 250
Sort
  • Standard (Relevance)
  • Author A-Ö
  • Author Ö-A
  • Title A-Ö
  • Title Ö-A
  • Publication type A-Ö
  • Publication type Ö-A
  • Issued (Oldest first)
  • Issued (Newest first)
  • Created (Oldest first)
  • Created (Newest first)
  • Last updated (Oldest first)
  • Last updated (Newest first)
  • Standard (Relevance)
  • Author A-Ö
  • Author Ö-A
  • Title A-Ö
  • Title Ö-A
  • Publication type A-Ö
  • Publication type Ö-A
  • Issued (Oldest first)
  • Issued (Newest first)
  • Created (Oldest first)
  • Created (Newest first)
  • Last updated (Oldest first)
  • Last updated (Newest first)
Select
The maximal number of hits you can export is 250. When you want to export more records please use the 'Create feeds' function.
  • 1.
    Abdul Aal, Mohamed Kotaiba
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Eskander, David
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Does IKEA Culture Apply Abroad?: A Study of IKEA in Saudi Arabia2011Independent thesis Advanced level (degree of Master (Two Years)), 80 credits / 120 HE creditsStudent thesis
  • 2.
    Agnemyr, Helena
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Främjar Starta företag-dagen kvinnors företagande?2010Report (Other (popular science, discussion, etc.))
  • 3.
    Andersson K, Pernille
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Acting as we were friends: the influence of contact employee self-disclosure on customer reciprocity2012Conference paper (Refereed)
  • 4.
    Andersson K, Pernille
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    I'll tell you something private and you'll buy from me: Effects of self-disclosure on reciprocity2012Conference paper (Refereed)
  • 5.
    Andersson K, Pernille
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Selling by Telling: Effects of Self-disclosure on ReciprocityManuscript (preprint) (Other academic)
  • 6.
    Andersson K, Pernille
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. BI Norwegian Sch Management, Oslo, Norway.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    The effect of frontline employees' personal self-disclosure on consumers' encounter experience2016In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 30, no May, 40-49 p.Article in journal (Refereed)
    Abstract [en]

    The purpose of this paper is to investigate how frontline employee self-disclosure influences consumers’ reciprocal behavior. To investigate the effects of frontline employee self-disclosure, two experiments were conducted with a total sample of 475 participants. The results show that when frontline employees disclose personal information in one-time encounters, they are perceived as less competent and more superficial. The results also show that self-disclosure negatively affects reciprocal behavior, but that this is mediated through liking, competence, superficiality, and satisfaction. These findings suggest that it is not always beneficial for employees to use self-disclosure as a strategy for garnering a consumer's trust or satisfaction, which counters previous research that suggest that disclosure of personal information is a good way to positively influence consumers in the retail environment.

  • 7.
    Andersson K, Pernille
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Let the music play or not: the influence of background music on consumer behavior.2012In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 19, no 6, 553-560 p.Article in journal (Refereed)
    Abstract [en]

    This study concerns the effect that music has on consumer behavior in two different retail contexts during regular opening hours. Two studies were conducted in a field setting with consumers (N=550). Consumers were recruited to answer questions regarding behavioral measures, attitudes, and mood during days when background music was played. The conclusions from the two studies are that music affects consumer behavior, but also that the type of retail store and gender influences both the strength and direction of the effect

  • 8.
    Andersson K, Pernille
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    The effect of gaze on consumers’ encounter evaluation2016In: International Journal of Retail & Distribution Management, ISSN 0959-0552, E-ISSN 1758-6690, Vol. 44, no 4, 372-396 p.Article in journal (Refereed)
    Abstract [en]

    Purpose – The research concerns the effect of frontline employees’ averted or direct gaze on consumers’ evaluation of the encounter. The purpose of this paper is to demonstrate that in normal interactions, a direct or averted gaze affects people’s evaluation of others. The question was whether this finding would hold true in commercial interactions.

    Design/methodology/approach – The authors conducted three experiments using a written scenario with a photograph among a total sample of 612 participants.

    Findings – This research showed that consumers’ social impression of the frontline employees mediated the effect of the employees’ gazing behaviour on consumers’ emotions and satisfaction with the encounters. The findings also showed that averting gaze had a negative effect on consumers’ first impression of the frontline employee, which affected consumers’ satisfaction with the encounter. The findings also showed that a direct gaze had a negative effect on encounter satisfaction when consumers sought to purchase embarrassing products.

    Originality/value – The research demonstrated that the effect of gaze on encounter satisfaction was mediated by the social impression and moderated by consumers’ approach/avoidance motivation.

  • 9. Andersson, N.
    et al.
    Arnerup-Cooper, B.
    Carlsson, Carin
    Haglund, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Studenter om studier och arbete2000Report (Refereed)
  • 10.
    Andreassen, Tor
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Gebauer, Heiko
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    To co-produce or not? The case of technology-enabled services2013Conference paper (Refereed)
  • 11.
    Andreassen, Tor Wallin
    et al.
    Norwegian Sch Econ, Ctr Serv Innovat, Bergen, Norway..
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Lervik-Olsen, Line
    Norwegian Sch Econ, Ctr Serv Innovat, Bergen, Norway.;Norwegian Business Sch, Oslo, Norway..
    Parasuraman, A.
    Univ Miami, Sch Business, Coral Gables, FL 33124 USA..
    McColl-Kennedy, Janet R.
    Univ Queensland, UQ Business Sch, Brisbane, Qld, Australia..
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Colurcio, Maria
    Univ Magna Graecia Catanzaro Italy, Catanzaro, Italy..
    Linking service design to value creation and service research2016In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 27, no 1, 21-29 p.Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this paper is to develop a framework for understanding service design and how service design relates to central concepts within service marketing. Design/methodology/approach - For companies, service design is growing in importance and has become a crucial capability to survive in the service-dominant economy. Service design increases the capacity to improve not only service experiences but also organizational design. On this premise, the authors propose a conceptual framework. Findings - By relating service design to research efforts within service marketing, dual value creation can be enhanced. As such, the conceptual framework portrays service design as an enhancer of customer experience and organizational performance. Originality/value - To the authors knowledge, service design has not been discussed in the service marketing literature. Thus, this is the first attempt to see service design in light of well-established service marketing models such as SERVQUAL and an updated version of the Service-profit-chain.

  • 12.
    Andrée, Emma
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Personligt bemötande: Hur ändras kunders beteende när de välkomnas av en kundvärd?: En experimentell studie i Telias butik i Karlstad2013Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
  • 13.
    Angulo, Julio
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Computer Science.
    Fischer-Hübner, Simone
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Computer Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Pulls, Tobias
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Computer Science.
    Towards Usable Privacy Policy Display & Management: The PrimeLife Approach2011In: Proceedings of 5th International Symposium on Human Aspects of Information Security & Assurance / [ed] Steven Furnell, Plymouth: University of Plymouth , 2011, 108-118 p.Conference paper (Refereed)
  • 14. Antoni, M.
    et al.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Dahlgaard, J.
    Inter-Project Improvement in Product Development2005In: , International Journal of Quality and Reliability Management, vol. 22, issue 9, pp. 876-893Article in journal (Refereed)
  • 15. Arnerup, Birgitta
    et al.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Tjänstemarknadsföring i teori och praktik1998Book (Refereed)
  • 16.
    Arsenovic, Jasenko
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Tronvoll, Bård
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Åkesson, Maria
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Gruber, Thorsten
    Conceptualizing the holisitc Co-recovery Customer Experience2017Conference paper (Refereed)
  • 17. Bamberg, Sebastian
    et al.
    Fujii, Satoshi
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gärling, Tommy
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Behaviour Theory and Soft Transport Policy Measures2011In: Transport Policy, ISSN 0967-070X, Vol. 18, no 1, 228-235 p.Article in journal (Refereed)
    Abstract [en]

    The aim is to propose a theoretical grounding of soft transport policy measures that aim at promoting voluntary reduction of car use. A general conceptual framework is first presented to clarify how hard and soft transport policy measures impact on car-use reduction. Two different behavioural theories that have been used to account for car use and car-use reduction are then integrated in a self-regulation theory that identifies four stages of the process of voluntarily changing car use: setting a car-use reduction goal, forming a plan for achieving the goal, initiating and executing the plan, and evaluating the outcome of the plan execution. A number of techniques are described that facilitate the different stages of the process of voluntary car-use reduction and which should be used in personalized travel planning programs.

  • 18.
    Bejou, D
    et al.
    Department of Marketing at the University of North Carolina-Wilmington.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Rakowski, R.P.
    Department of Marketing at the University of Memphis in Memphis, Tennessee .
    A Critical Incident Approach to Examining the Effects of Service Failures on Customer Relationshiops: The Case of Swedish and U.S. Airlines1996In: Journal of Travel Research, ISSN 0047-2875, Vol. 35, no 1, 35-40 p.Article in journal (Refereed)
    Abstract [en]

    This article presents the results of empirical studies of critical incidents in airline services in Sweden and the United States. The main aim is to describe and analyze service break downs from the customer's point of view and thus create a basis for crisis management. The aim is also to compare Sweden, a monopoly market, with the United States, a market with keen competition in airline services. The discussion is based on personal interviews with 320 customers and 80 airline employees in Sweden and 241 customers and 100 employees in the United States. The study focuses on negative critical incidents in the relations between the service provider and business passengers

  • 19.
    Ben Letaifa, Soumaya
    et al.
    Univ Quebec, Dept Strategy, CP 8888 Succursale Ctr Ville, Montreal, PQ H3C 3P8, Canada..
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Tronvoll, Bard
    Hedmark University of Applied Sciences, Elverum, Norway.
    The role of social platforms in transforming service ecosystems2016In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 5, 1933-1938 p.Article in journal (Refereed)
    Abstract [en]

    This study seeks to define and conceptualize the role of social platforms in transforming service ecosystems. The study explores how prime social movers use social platforms to enable transformation. The empirical context is Tunisia, a-service ecosystem in transformation from repression to democracy. The study builds on ecosystems within management research and service ecosystem frameworks in service-dominant logic (SDL) and describe and analyze the process of institutionalization of social change. Using narratives from interviews, the research focuses on how people, especially social movers during the Arab Spring in Tunisia come together and integrate disruptive social resources to make a social revolution a reality. This study contributes with: (1) a comprehensive conceptualization of the role of social platforms in the institutionalization of a social change, (2) clarifying the change of social transformation that starts with people, evolves to meso and macro levels, and transforms society, and (3) identifying a new service transformation framework for service ecosystems. 

  • 20.
    Bergman, Ann
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Ivarsson, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    A matter of costumer equity or a moment of personal satisfaction?: Interaction patterns in the retail sector2011Conference paper (Refereed)
  • 21. Bergman, B.
    et al.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    The Role of Quality Function Deployment in the Quality Movement1997In: the Third Annual International QFD Symposium, Vol. 1 (Eds, Gustafsson, A., Bergman, B. and Ekdahl, F.) IKP/Quality Technology and Management, LinköpingArticle in journal (Refereed)
    Abstract [en]

    Finding Customer or Consumer wants and needs and converting these into products was early identified by Shewhart as a key issue for the manufacturing of products. A systematic technique supporting this process is Quality Function Deployment (QFD). In this paper we shall study the relations between QFD and the Quality Movement as initiated by Shewhart in the twenties, continued via the teachings of Deming and others and now widespread in industry and in society at large. We will also discuss in this paper the current use of QFD, especially the environments in which it has been used so far. Some comments concerning its future will also be given

  • 22. Bergman, B.
    et al.
    Quist, Johan
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Making Sense of Self-Assessment to Reach Business Excellence2001Conference paper (Other (popular science, discussion, etc.))
  • 23.
    Bergqvist, Tuula
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Eriksson, Birgitta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Small Business and Self-employment in the Welfare State: A Study from a Gender Perspective2004Conference paper (Refereed)
  • 24.
    Bjurklo, Margareta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    The Role of Competence in Initiating the Transition from Products to Service2008Conference paper (Refereed)
  • 25. Björlin-Lidén, S
    et al.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Haglund, L
    Sutomo, H
    Bringing the customer into public transport developmen2006Conference paper (Refereed)
  • 26.
    Björlin-Lidén, Sara
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Customer Expectations on Service Guarantees2003In: Managing Service Quality, ISSN 0960-4529, Vol. 13, no 5, 338-348 p.Article in journal (Refereed)
    Abstract [en]

    Focuses on customer expectations on service guarantees. Theoretically, the basis consists of previous guidelines for service guarantee design. The empirical context is public transport, where customers that have invoked a service guarantee participate in focus groups. The results expand on prior research, which has argued that negative industry reputation is a hotbed for service guarantees and that the most preferred guarantee is unconditional; the paper’s results imply that customers prefer detailed regulations for when the guarantee is applicable, and that their general disbelief in a company with negative reputation makes the unconditional guarantee seem like a rip off. The results also indicate that the customers of a public service want the guarantee to be fair, that is, fairness in the possibility for all customers to invoke the guarantee, that all customers are familiar with the guarantee and that it cannot be misused by cheating customers. One of the contributions of the article is therefore to add “fairness” as a dimension to the previous guidelines suggested by Hart.

  • 27. Björlin-Lidén, Sara
    et al.
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Revealing the recovery paradox: how the use of a service guarantee influence customer satisfaction2005Conference paper (Refereed)
  • 28. Björlin-Lidén, Sara
    et al.
    Haglund, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Fellesson, Markus
    Sutomo, Heru
    Bringing the Customer into Public Transportat Development: A Pilot Study of Service Quality in Public Transportation in Indonesia2006Conference paper (Refereed)
  • 29. Björlin-Lidén, Sara
    et al.
    Skålén, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    The Effect of Service Guarantees on Service Recovery2003In: International Journal of Service Industry Management, 14:(1), 36-58, 2003Article in journal (Refereed)
    Abstract [en]

    Service guarantees have been attributed the benefit of improving the overall service of a service provider. However, little research has been carried out within the area. This article focus on one aspect of the service guarantee, the effects that service guarantees may have on service recovery. Critical incident data were collected using the critical incident interview technique with customers of RadissonSAS, a worldwide hotel chain using a service guarantee. One contribution of this article is that the interviews convey that the implicit guarantee may serve as a risk reducer, which contradicts and adds to previous research. Previous research states that only the explicit guarantee has these benefits. In this case, the guarantee does not reduce risk in the purchase or consumption stage, but after the consumption when the service has failed, as the customer finds out about the guarantee in the recovery situation. Another contribution of this article is that service guarantees are found to influence the outcome of service recovery as it affects how employees behave to recover the customer.



    Keywords: Service guarantee, Service Recovery, RadissonSAS

  • 30. Blomqvist, O.
    et al.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Ekdahl, F.
    Non-geometric Plackett-Burman Designs in Conjoint Analysis - A Way to Improve Predictions1998In: INFORMS, 1998Chapter in book (Refereed)
    Abstract [en]

    In their paper they use a non-geometric design to generate the concepts. Non-geometric designs represents a class of orthogonal designs that when the assumption of effect sparsity is valid, i.e. that only a few of the attributes actually influence the respondents' preferences, provide an opportunity to analyze interactions between attributes as well as the attributes themselves. In this article the use of non-geometric Plackett-Burman designs for conjoint analysis is advocated. Also, a procedure based on restricted all subsets regression for taking advantage of the special characteristics of the non-geometric designs is proposed and demonstrated using data from a conjoint study performed on cellular phone antennas in Sweden. Blomkvist, Ekdahl and Gustafsson also conducted a Monte Carlo simulation to further illustrate the properties of the proposed procedure and the use of non-geometric Plackett-Burman designs for conjoint analysis

  • 31.
    Boe, Ole
    et al.
    School of Behavioural Sciences and Education, Borås University College.
    Olsson, Lars E
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Selart, Marcus
    School of Social Sciences, Växjö University.
    Does the Use of Decision Heuristics Influence Impulse Buying?2001Conference paper (Refereed)
    Abstract [en]

    In the present study a survey was performed in order to investigate if the use of heuristics in decision-making has an influence on the impulse buying tendency. Another aim of the study was to see if there were any age differences with regard to the use of heuristics and the impulse buying tendency. The study was conducted with students from Göteborg University and Karlstad University in Sweden (n = 69), with different educational backgrounds. Participants filled out a booklet of questions divided in two parts. One part measured impulse buying tendencies, and the second part measured the use of heuristics in decision-making. One hypothesis was that impulse buyers would use heuristics to a higher degree than planned buyers. It was also hypothesized that young participants would be more impulsive buyers because they use heuristics more than older participants. The results gave no support to the hypothesis that impulse buyers would use heuristics to a higher degree than planned buyers. Support for the second hypothesis was received as 20-24 year old high achievers on the heuristics test were found to be significantly more impulsive buyers than low achievers in the same age group.

  • 32. Brow, Stephen W
    et al.
    Gumesson, EvertEdvardsson, BoKarlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.Gustavsson, BengtOve
    Service Quality: Multidisciplinary and Multinational Perspectives1991Collection (editor) (Refereed)
  • 33.
    Brown, S
    et al.
    Arizona State University.
    Gummesson, E
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Gustavsson, Bengt Ove
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Service Quality: Multinational and Multidiciplinary Perspectives1990Other (Other (popular science, discussion, etc.))
  • 34. Brown, Stephen
    et al.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Benefits and Hurdles of Transforming Manufacturers into Solution Providers2007Conference paper (Refereed)
  • 35. Brown, Stephen
    et al.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Successful transformation of manufacturing companies into service providers2007Conference paper (Refereed)
  • 36. Börjesson, Mats
    et al.
    Enquist, Bo
    Eriksson, Torbjörn
    Haglund, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Vad är en bra trafikhuvudman?: Förstudie1999Report (Refereed)
  • 37.
    Camén, Carolina
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Gottfridsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Management of Relationships in a Public Tendering Context2006Conference paper (Refereed)
    Abstract [en]

    Abstract

    The theory of contracts indicates that formal contracts has to be complemented some sort of relationship management. At least this is the ideal situation, expected to exist on a business-to-business market, where there exists no formal regulations preventing exchanges of actors. In other contexts, there could be a conflict between the role played by formal contracts and the parties freedom to exercise the relationship management needed in order to create long-term viable relationships. The focus in this paper is therefore to investigate how relationships evolve and are managed in a context where a formal contract is the governing factor, controlling the service delivered. As empirical context, we have used the public transport area, were it exist long-term dyadic contractual relationships resulting from public tendering processes. The results of the paper indicate that the contract to a high extent governs the relationship, and very little space is left over to the parties to handle the relationship freely. This stresses the importance of how the contract is formulated, since the way the contract is written affect the outcome for a long period of time

  • 38.
    Camén, Carolina
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gottfridsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Rundh, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Contracts as a Cornerstone in the Relationship Building2012In: International Journal of Quality and Service Sciences, ISSN 1756-669X, Vol. 4, no 3, 208-223 p.Article in journal (Refereed)
  • 39.
    Camén, Carolina
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Lidestam, Helene
    Linkoping Univ, Dept Management & Engn, S-58183 Linkoping, Sweden.;Swedish Natl Rd & Transport Res Inst VTI, SE-58195 Linkoping, Sweden..
    Dominating factors contributing to the high(er) costs for public bus transports in Sweden2016In: Research in Transportation Economics, ISSN 0739-8859, E-ISSN 1875-7979, Vol. 59, 292-296 p.Article in journal (Refereed)
    Abstract [en]

    The purpose of this study is to deepen the understanding of what are the underlying reasons for the increasing cost of public transport in general and bus services in particular in a Swedish context. Data were collected through in-depth interviews with managers at the bus operators as well as the authority organizations. This paper contributes by identifying nine categories that can be the dominating factors behind the increasing costs of public bus services in Sweden. The identified categories of cost drivers are; of traffic appearance (peak times), greening of buses, age requirements, the contract period, the accessibility customization, special requirements on buses, collective agreements (working time regulation), tendering and contracting process, and finally, counterproductive political governance. It can be concluded that many of the cost drivers originate from the circumstances of the process of public procurement, such as different demands for different regions in Sweden as well as the trade-off between the bus operators' wishes for higher flexibility in the contracts and the traffic authorities' fear of more risks and thereby higher bids in the end. (C) 2016 Elsevier Ltd. All rights reserved.

  • 40.
    Camén, Carolina
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Åkesson, Maria
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Do contracts restrict front-line employees to be innovative and co-create value?2013Conference paper (Refereed)
  • 41.
    Carida, Angela
    et al.
    University of Catanzaro, Magna Græcia, Italy.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Corulcio, Maria
    University of Catanzaro, Magna Græcia, Italy.
    Modes of resource integration driving value co-creation: an empirical investigation in virtual brand communities (VBCs)2015In: Service Dominant Logic, Network and Systems Theory and Service Science: Integrating three Perspectives for a New Service Agenda. / [ed] Gummesson, E., Mele, C., Polese, F., Naples: Giannini Editore, 2015Conference paper (Refereed)
  • 42. Carlsson, Carin
    et al.
    Haglund, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Från bil till buss: utvärdering av fyra experiment med direktmarknadsföring inom kollektivtrafiken1998Report (Refereed)
  • 43.
    Carlsson, Peder
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Mattsson, Peter
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Tjänstekvaliteten på Karlstad universitetsbibliotek2011Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
  • 44. Chansarkar, Bel
    et al.
    Newman, Karin
    Rundh, Bo
    Haglund, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Perceptions of Products and Services - Europe 19931994Report (Refereed)
  • 45.
    Chaoren, Lu
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    The role of policy integration in influencing sustainable public transportation development: A case study of Changzhou BRT system in China2014Conference paper (Refereed)
    Abstract [en]

    Purpose: The main aim of this paper is to explore the organizational and institutional issues for innovation to co-create value by focusing on the influence of public policy and the implementation mechanism, which contributes to a more sustainable public transport system development. The objective is to explore sustainable public transit innovation and development in the Chinese context and answer the research questions: how sustainability public policy is influencing innovation and what is the role of service innovation in integrating local sustainable public transport development with or without conflict between central and local interests.

    Methodology/approach: The paper is of explorative nature. It presents different theoretical concepts - (i) Sustainability and sustainable public transit, (ii) Service innovation, and (iii) value creation/co-creation. The paper illustrates these concepts in an in-depth case study of Changzhou Bus Rapid Transit system in China. Critical case study method is employed in this paper to understand the role of policy for integrating sustainability and innovation. The decision-making process of the local transport authorities in Changzhou is assessed and analyzed against the theoretical framework, which explores the joint working practices in public policy sector and its influence in service innovation and sustainable public transit development. 

    Findings: The study outlines the Chinese policy context in terms of responsibilities, powers and resources available to local transport authorizes, and articulates the tools of government that applied to affect a more sustainable public transit system with the goals of improving environment and meet stakeholder demands. Policies are important in the case of China. Policy integration in urban public transit development enhances the public transport services, drives service innovation and influences the environmental and social patterns.  

    Research limitations/implications: The single case-study design of the present research does not enable empirical generalizations to be made. Future research in this area should focus on generalizing the present findings by studying the development and integration of sustainability policy in other empirical settings, could be of different BRT systems in China, and re-conceptualization.

    Contribution/value: The paper makes an original contribution to the study of sustainable and innovative urban public transit service by explicitly linking the integration of suitability policy and its effect to service innovation and value co-creation based on social and environmental perspectives. The study expands the scope of understanding complex problems and challenges of policy implementation, as well as the potential conflict with the local urban public transit development. It also is contributes to the ongoing discussion in the service research concerning the influence of sustainability towards service innovation and public policy implementation process.

  • 46. Christensen, Lars
    et al.
    Andersson, Nina
    Carlsson, Carin
    Haglund, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Marknadsundersökning: en handbok, Första upplagan1998Book (Refereed)
  • 47. Christensen, Lars
    et al.
    Andersson, Nina
    Engdahl, Carin
    Haglund, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Marknadsundersökning: En handbok, Andra upplagan2001Book (Refereed)
  • 48. Corulcio, Maria
    et al.
    Carida, Angela
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Conceptualizing Resource Integration to Advance Service Innovation2017In: Innovating in Practice: Perspectives and Experiences / [ed] Russo, T., Mele, C. and Nuutinen, M., Berlin: Springer Berlin/Heidelberg, 2017, 211-238 p.Chapter in book (Refereed)
  • 49.
    Cova, Bernard
    et al.
    Kedge Business Sch, F-13288 Marseille 9, France..
    Pace, Stefano
    Kedge Business Sch, F-13288 Marseille 9, France..
    Skålén, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Brand volunteering: Value co-creation with unpaid consumers2015In: Marketing Theory, ISSN 1470-5931, E-ISSN 1741-301X, Vol. 15, no 4, 465-485 p.Article in journal (Refereed)
    Abstract [en]

    Through collaborative marketing approaches, companies invite consumers to provide unpaid contributions. Companies commonly do this in the realm of brand communities. The key question this article addresses is how can a company lead consumers to offer unpaid contributions to brands as an act of free will? To answer this question, we develop a framework based on volunteer commitment research to study the actions a company takes to engage consumers in unpaid work for brands. We use this framework to analyse the online collaboration promoted by the carmaker Fiat with its brand community of Alfa Romeo enthusiasts (Alfisti). The research introduces the notion of brand volunteers, that is, brand enthusiasts who are committed to providing unpaid work for the exclusive benefit of the brand. With this notion, the article discusses the possibility of exploiting consumers in value co-creation and the existence of compromises, signifying an agreement between two collaborating parties in which one party (in our case, the consumer) temporarily puts aside possible sources of conflict.

  • 50.
    Cova, Bernard
    et al.
    Kedge Business School, France.
    Stefano, Pace
    Kedge Business School, France.
    Skålén, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Marketing with working consumers: The case of a carmaker and its brand community2015In: Organization, ISSN 1350-5084, Vol. 22, no 5, 682-701 p.Article in journal (Refereed)
    Abstract [en]

    Consumers have entered the world of contemporary organizations. They are even being reconsidered as workers. This article contributes to the body of literature on this theme by focusing on collaborative marketing, which is the organization of marketing work conducted jointly by marketing professionals and consumers. This article draws on the ethnographic study of a collaborative marketing programme organized by the carmaker Alfa Romeo that engaged Alfisti, the enthusiastic consumers of the Alfa Romeo brand. Previous research has analysed work carried out by consumers. This article instead analyses the organization of consumer work and what marketing professionals do to integrate consumer work into their marketing work. This article concludes that marketing professionals control working consumers as if they were wage labourers, which most consumers do not appreciate. Conversely, working consumers compel marketers to engage in social and emotional labour, which marketers are not accustomed to and try to limit.

1234567 1 - 50 of 1266
CiteExportLink to result list
Permanent link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf