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  • 1. 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)
  • 2. 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)
  • 3. 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)
  • 4. 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.

  • 5.
    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

  • 6.
    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)
  • 7.
    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)
  • 8.
    Bergström, Anna
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Economics and Statistics. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Krüger, Niclas
    Swedish National Road and Transport Research Institute (VTI).
    Modeling Passenger Train Delay Distributions: Evidence and Implications for Valuation2012In: Programme and Abstract Compendium of the 5th International Symposium on Transportation Network Reliability / [ed] William H.K. Lam, Hong K. Lo & S.C. Wong, Hong Kong, China, 2012, 61-61 p.Conference paper (Refereed)
  • 9.
    Bergström, Anna
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Economics and Statistics. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Krüger, Niclas
    Swedish National Road and Transport Research Institute (VTI).
    Vierth, Inge
    Spatial, Temporal and Size Distribution of Passenger Train Delays: Evidence and Implications2012Conference paper (Refereed)
  • 10.
    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)
  • 11. 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)
  • 12.
    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.

  • 13. 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)
  • 14. 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)
  • 15. 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

  • 16.
    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.

  • 17. 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)
  • 18.
    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.))
  • 19. 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)
  • 20. 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)
  • 21. 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)
  • 22.
    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

  • 23. 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)
  • 24. 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)
  • 25.
    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.

  • 26. 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)
  • 27. 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)
  • 28. Cova, Bernard
    et al.
    Pace, Stefano
    Skålén, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Value Co-Creation through Boundary Spanning Practices: Theoretical Considerations for Studying Community-Firm Collaborations2011Conference paper (Refereed)
  • 29. Dahlgaard, J. J.
    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.
    Self-Assessment Using a Survey Approach: Benchmarking Performance and Identifying Improvement Areas2001Conference paper (Refereed)
  • 30. Dahlgaard, J. J.
    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.
    Self-Assessment Using a Survey Approach: The Role of Importance Weights2001Conference paper (Refereed)
  • 31. Dahlgaard, J. J.
    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.
    Understanding Excellence: Benchmarking Performance and Identifying Improvement Areas2002In: European QualityArticle in journal (Refereed)
  • 32. Dahlgaard, J.
    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.
    A Route to Understand and Improve Quality In: Six Sigma and Related Studies in the Quality Disciplines2003In: The Best on Quality Book Series of the International Academy for Quality, ASQ Quality Press, Milwaukee, Wisconsin / [ed] Edited by Kenneth S. Stephens, 2003Chapter in book (Refereed)
  • 33. Dasselaar, Manfred
    et al.
    Sundström, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Exploring in an exploitation based organization: The role of front-line employeés2012Conference paper (Refereed)
  • 34. Dasselaar, Manfred
    et al.
    Sundström, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Service Innovation: Building Structures and using Capabilities for Exploration2012Conference paper (Refereed)
  • 35.
    Davoudi, Sara
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Innovative Value Creation in Public Transport: Learning to Structure for Capability2016Licentiate thesis, comprehensive summary (Other academic)
    Abstract [en]

    Purpose The purpose of this thesis is to explore the capability of Swedish regional public transport authorities (RPTAs) to organize public transport so that it stimulates the intended value creation process needed to increase users’ positive experience.

    Design/methodology/approach – This thesis utilizes an interpretative research approach. Two empirical studies, resulting in two papers have been used in this thesis. Study I consists of a quantitative Kano questionnaire with 930 respondents. Study II comprises a qualitative study with 11 semi-structured interviews. Both studies have been equally necessary to the results of this thesis.

    Findings – Public transport is one of the few public services with a mandate to attract users, and therefore, this thesis suggests that Swedish public transport organizations must understand how various services in multiple dimensions affect users’ preferences for public transport. With this understanding, public transport organizations can effectively and efficiently allocate resources and increase the appeal of future public transport. Such a focus demands a deep organizational knowledge and understanding of customer needs and detailed awareness of how the achievement of various requirements affects customers. This thesis shows that organizational structures are based on political comprises rather then the needs to solve coordination challenges and facilitate customers’ value creation. It is further argued that the organizational structures and personal or impersonal information processing mechanisms in Swedish public transport influence the search for information and subsequent organizational learning influencing the RPTAs’ capabilities to include and understand public transport users’ needs. This thesis offers insight into how public organizations, such as Swedish public transport authorities, can make decisions in structural design to learn from customer perceptions and adapt organizational policy accordingly.  In addition, I argue that RPTAs must employ both exploitative and exploratory learning to improve their capabilities and increase their efficiency and effectiveness. This thesis also provides a model to describe these relationships.

    Originality/value – Unlike previous studies, this thesis shows how organizational structures are decided based on political compromises rather than the need for coordination. This thesis offers insight into how public organizations, such as Swedish public transport authorities, can make decisions in structural design to learn from customer perceptions and adapt organizational policy accordingly.

  • 36.
    Davoudi, Sara
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Johnson, Mikael
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Organizational structure and learning: The case of Swedish public transport authoritiesManuscript (preprint) (Other academic)
    Abstract [en]

    Purpose – The purpose of this article is to explore how organizational structure and information processes frame the abilities of organizations to reach their objectives. 

    Design/methodology/approach – This paper uses multiple cases to gain a holistic understanding of the role of organizational structure in learning within public organizations. This study comprises 11 semi-structured phone interviews with 11 respondents each representing a Regional public transport authority (RPTA) in Sweden.

    Findings –This article argues that the organizational structures and personal or impersonal information processing mechanisms in Swedish public transport influence the search for information and subsequent organizational learning influencing the RPTAs’ ability to reach their objectives.

    Originality/value – Unlike previous studies, this article shows how organizational structures in public organization, such as Swedish public transport, are decided based on political compromises rather the needs to solve coordination problems. 

  • 37.
    Davoudi, Sara
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013). Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Johnson, Mikael
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013). Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Samverkan Trafikförsörjningsprogram2016Report (Other academic)
    Abstract [sv]

    Med stöd i Förordning (2010:185) med instruktion för Trafikverket 2§ punkt 12 utgår vi ifrån att Trafikverket ska vara ett stöd i arbetet att utveckla ett effektivt och hållbart transportsystem utifrån ett trafikslagsövergripande synsätt i nära dialog med RKM för att skapa en långsiktig infrastrukturplanering, i det att Trafikverket ska stödja arbetet med att ta fram trafikförsörjningsprogrammen (TFP). Föreliggande rapport fokuserar på Trafikverkets roll i samverkan med de Regionala kollektivtrafikmyndigheterna.

     

    För att närmare studera, utveckla och tydliggöra ramarna för trafikverkets stöd och ansvar för kollektivtrafikfrågor, använder vi i denna rapport en förståelseorienterad metod som bygger på att förstå och tolka den kontext som Trafikverket agerar i. Föreliggande text är en inventering av olika utformningar av kollektivtrafikmyndigheter i landet samt Trafikverkets olika Regionkontor. Fokus är i huvudsak riktad mot hur de är organiserade och hur de arbetar för att hantera olika frågor. Syftet är att med denna samlade kunskap se hur samverkansutmaningar har hanterats i olika lösningar och på så sätt öppna upp för ett ömsesidigt lärande och stärka förutsättningarna för samverkan.

     

    Föreliggande studie visar att samverkan mellan kollektivtrafikmyndigheterna och Trafikverket inte är statisk utan en del i en dynamisk process som baseras på kunskap, personliga relationer och förtroende. Genom att få kunskap om den andra organisationen och skapa sig en förståelse om hur man kan samverka för att uppnå bättre effekter av sina satsningar skapas en grund för samarbete. Det är sedan genom personliga relationer som ett förtroende skapas mellan parterna och som fördjupar samarbetet. Ett samarbete likt den mellan Trafikverket och Kollektivtrafikmyndigheterna som varken är bundet till hierarkiska eller beroendemässiga parametrar kräver förtroende och relationella band mellan parterna för att fungera. Den kunskapsintegration som uppstår mellan organisationerna när man klarar av att länka och integrera människors kunskaper och färdigheter genom sina personliga relationer och organisatoriska processer bidrar till ökad organisatorisk kapacitet för respektive organisation. Samspelet mellan organisationerna bidrar till att respektive organisation på ett bättre sätt kan anpassa sig till föränderliga samhällsbehov och skapa interna strukturer som följer de förändrade behov som finns i samhället.

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