Change search
Refine search result
1 - 38 of 38
CiteExportLink to result list
Permanent link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • apa.csl
  • 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)
  • Disputation date (earliest first)
  • Disputation date (latest 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)
  • Disputation date (earliest first)
  • Disputation date (latest 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.
    Arsenovic, Jasenko
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    De Keyser, A.
    EDHEC Business School, FRA.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Inland Norway Univ Appl Sci, NOR.
    Tronvoll, Bård
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Inland Norway Univ Appl Sci, NOR.
    Gruber, T.
    Loughborough University, GBR.
    Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes2021In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 134, p. 342-351Article in journal (Refereed)
    Abstract [en]

    Despite the widespread adoption of the justice framework in service recovery literature, research findings vary as to what dimension - distributive, interactional, procedural - is most important. This paper contributes to this debate by considering how an easily accessible variable like relationship activity (i.e., the frequency of visiting and purchasing from a company) moderates the impact of the justice dimensions on post-recovery customer outcomes. Findings show that distributive justice is the only dimension impacting word-of-mouth (WOM) and repurchase behavior for low- and medium-relationship-activity customer segments. For a high-relationship-activity segment, all justice dimensions have a positive and balanced impact on WOM and/or repurchase behavior. This research demonstrates the potential of a segmented approach for recovery, while also providing managers with valuable insights into how they can use readily available information to adapt their service recovery efforts.

  • 2.
    Becker, Larissa
    et al.
    Tampere University, Finland.
    Karpen, Ingo Oswald
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). The University of Adelaide, Australia.
    Kleinaltenkamp, Michael
    Freie Universität Berlin, Germany.
    Jaakkola, Elina
    University of Turku, Finland.
    Helkkula, Anu
    Hanken School of Economics, Finland.
    Nuutinen, Maaria
    VTT Technical Research Centre of Finland Ltd, Finland.
    Actor experience: Bridging individual and collective-level theorizing2023In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 158, article id 113658Article in journal (Refereed)
    Abstract [en]

    Many marketing phenomena involve a group’s collective experiences; however, marketing research largely focuses on an individual’s experiences. This research argues that individual-level theorizing alone is inadequate to capture collective experiences, such as how families, teams, or business customers experience good and/or services. This article thus aims to conceptualize actor experience as encompassing both individual and collective experiences. We draw on S-D logic and phenomenology to describe how experience emerges for individual and collective actors. We then demonstrate the application of our conceptualization by informing a central marketing notion: the determination of value. More specifically, we delineate two types of value determination, value experience and value attribution, and discuss how social interaction and institutional factors influence them. This study contributes to marketing literature with the conceptualization of actor experience that can be applied to the study of collective phenomena and to S-D logic metatheory by advancing the understanding of value determination.

    Download full text (pdf)
    fulltext
  • 3.
    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, Bård
    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, p. 1933-1938Article 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. 

  • 4.
    Brüggen, Elisabeth C
    et al.
    Maastricht University, The Netherlands.
    Hogreve, Jens
    Catholic University of Eichstaett-Ingolstadt, Germany.
    Holmlund, Maria
    Hanken School of Economics, Helsinki.
    Kabadayi, Sertan
    Fordham University-Lincoln Center, USA.
    Löfgren, Martin
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Financial well-being: A conceptualization and research agenda2017In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, p. 228-237Article in journal (Refereed)
    Abstract [en]

    With savings rates at record lows and inadequate long-term financial planning for retirement, financial well- being has become an important topic for individuals and households as well as for societies and countries. Re- search on the topic, however, remains scarce and scattered across disciplines. The present paper aims to consol- idate and extend knowledge on financial well-being and makes a three-fold contribution to the discussion. First, we propose a new definition based on a perceptual perspective of financial well-being and link it to an individual's current and anticipated desired living standard and financial freedom. We then develop a framework that distinguishes key elements of financial well-being; namely, interventions and financial behaviors, conse- quences, contextual factors, and personal factors. We then present a research agenda to guide future research on financial well-being. This work is designed to inspire researchers to continue expanding the knowledge so that financial institutions can take measures to increase financial well-being. 

  • 5.
    Caruelle, Delphine
    et al.
    BI Norwegian Business Sch, Dept Mkt, N-0484 Oslo, Norway..
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). BI Norwegian Business Sch, Oslo, Norway.
    Shams, Poja
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Lervik-Olsen, Line
    BI Norwegian Business Sch, Norway.
    The use of electrodermal activity (EDA) measurement to understand consumer emotions: A literature review and a call for action2019In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 104, p. 146-160Article, review/survey (Refereed)
    Abstract [en]

    Electrodermal activity (EDA) is a psychophysiological indicator of emotional arousal. EDA measurement was first employed in consumer research in 1979 but has been scarcely used since. In the past decade, the ease of access to EDA recording equipment made EDA measurement more frequent in studies of consumer emotions. Additionally, recent calls to include physiological data in consumer studies have been voiced, which in turn is increasing the interest in EDA. Such a growing interest calls for assessing why and how EDA measurement has been used and should be used in consumer research. To this end, we undertook a critical review of studies of consumer emotions that employed EDA measurement. We found that most of these studies did not sufficiently report how they recorded and analyzed EDA data, which in turn impeded the replication of the findings. We therefore make recommendations derived from the psychophysiology literature to help consumer researchers get meaningful insights from EDA measurements. Finally, we call on researchers to be more transparent when reporting how they recorded and analyzed EDA data.

  • 6.
    Caruelle, Delphine
    et al.
    Kristiania University College, Norway.
    Shams, Poja
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Gustafsson, Anders
    BI Norwegian Business School, Norway.
    Lervik-Olsen, Line
    BI Norwegian Business School, Norway.
    Emotional arousal in customer experience: A dynamic view2024In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 170, article id 114344Article in journal (Refereed)
    Abstract [en]

    Customer emotion in services has been extensively studied, but prior research has overlooked the dynamics of emotion over time. Our research addresses this gap by studying how emotional arousal varies throughout a service encounter. Drawing from the psychology literature, we identify certain features (or patterns) that characterize how arousal varies throughout a service encounter and predict how they may affect customer approach response (e.g., spending, unplanned purchases). We explore the effect of these features in field studies in two stores using a psychophysiological measure (electrodermal activity) to capture arousal over time. We find that (1) the highest arousal level reached during the encounter and (2) the skewness of the distribution of arousal levels (i.e., the frequency of lower arousal levels relative to higher ones) predict customer approach response. This paper opens new avenues for understanding customers from an emotional perspective, which can improve the customer experience in service encounters. 

    Download full text (pdf)
    fulltext
  • 7.
    Fontana, Enrico
    et al.
    Chulalongkorn University, THA; Stockholm School of Economics.
    Öberg, Christina
    Örebro universitet; The Ratio Institute.
    Poblete, León
    Uppsala universitet; Chalmer tekniska högskola.
    Nominated procurement and the indirect control of nominated sub-suppliers: Evidence from the Sri Lankan apparel supply chain2021In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 127, p. 179-192Article in journal (Refereed)
    Abstract [en]

    This article describes and discusses nominated procurement as a means through which buyers select sub-suppliers to achieve sustainability compliance upstream in emerging economies' supply chains. Hence, it critically examines the ways buyers articulate nominated procurement and the unfolding supply chain consequences. Based on in-depth interviews and fieldwork in the Sri Lankan apparel supply chain, the findings indicate that buyers accomplish sustainability compliance among their sub-suppliers while prioritizing their own business agenda. In doing so, however, buyers perpetuate “suboptimal compliance” of raw material suppliers and “sandwiching” of direct suppliers as harmful consequences on the supply chain. These consequences link theoretically with commercial, geographical, compliance and extended-compliance pressure. This article contributes to the advancement of the Sustainable Supply Chain Management literature by theorizing about nominated procurement, direct and indirect pressure, and pointing to the supply chain consequences beyond achievements in sustainability compliance.

    Download full text (pdf)
    fulltext
  • 8.
    Gebauer, Heiko
    et al.
    Eawag Swiss Fed Inst Aquat Sci & Technol, Innovat Res Util Sect Cirus, Zurich, Switzerland.
    Gustafsson, Anders
    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 Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Competitive advantage through service differentiation by manufacturing companies2011In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 64, no 12, p. 1270-1280Article in journal (Refereed)
    Abstract [en]

    This paper examines the relationship among the complexity of customer needs, customer centricity, innovativeness, service differentiation, and business performance within the context of companies that have made a service transition from pure goods providers to service providers. A survey of 332 manufacturing companies provides the basis for the empirical investigation. One key finding is that a strong emphasis on service differentiation can lead to a manufacturing firm's strategies for customer centricity being less sensitive to increasingly complex customer needs, which can increase a firm's payoff for customer centricity. In contrast, the payoff from innovativeness appears to be higher if the firm focuses its resources on either product or service innovation; that is, a dual focus does not work well. This paper discusses the implications of these findings for researchers and managers.

  • 9.
    Gummerus, J.
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Hanken School of Economics, FIN.
    O'Loughlin, D.
    University of Limerick, IRL.
    Kelleher, C.
    Cork University Business School, IRL.
    Peñaloza, L.
    KEDGE Business School, FRA.
    Shifting sands: Actor role and identity reconfigurations in service systems2021In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 137, p. 162-169Article in journal (Refereed)
    Abstract [en]

    Building on previous actor-to-actor perspectives in service systems, this study mapped the dialectic trajectory of actor role and identity transitions in the context of family caregiving. The study employed the theoretical lens of role and identity transitions and drew on in-depth, qualitative interviews with 22 unpaid family caregivers caring for dependent relatives to demonstrate how family caregiver roles and identities co-evolve throughout the caregiving journey. Our findings elucidate three dynamic reconfigurations of role and identity transitions in family caregiving. We evince how such transitions vary in both degree and type, and range from incremental to disruptive, as actors assume and detach from roles and associated identities. Theoretical contributions shed light on the emergent and nuanced nature of role and identity transitions, as roles and identities synchronously and asynchronously co-evolve in a service system in conjunction with changed relations between actors, society, and the service system. The paper concludes with implications for enhancing actor engagement in dynamic service systems.

  • 10.
    Gustafsson, Anders
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Bowen, David E.
    Thunderbird School of Global Management,Glendale, AZ, USA.
    The curious case of interdisciplinary research deficiency: Cause or symptom of what truly ails us?2017In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, p. 212-218Article in journal (Refereed)
    Abstract [en]

    This article introduces some service research challenges and opportunities then comments on the articles in this special issue on emergent topics in service research. It is an exciting time for service research as the area is rapidly developing and growing on a global basis. Service research is also especially apt for interdisciplinary as service is not developed by any one function in a company; it is a purpose in some way for everyone across the organization regardless of where they are working. It is strange, then, that we have not advanced further on interdisciplinary research, particularly since it has been in focus for a long time in the field. In this opinion piece we take the opportunity to suggest ways forward that include goals of mastering paradoxical thinking and making a difference.

  • 11.
    Hedvall, Klas
    et al.
    Chalmers University of Technology, Sweden; Volvo Group Trucks Technology, Sweden.
    Jagstedt, Siri
    Chalmers University of Technology, Sweden.
    Dubois, Anna
    Chalmers University of Technology, Sweden.
    Solutions in business networks: Implications of an interorganizational perspective2019In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 104, p. 411-421Article in journal (Refereed)
    Abstract [en]

    Based on the combination of an interorganizational perspective and a processual view of solutions, this paper analyzes the provisioning of solutions in business networks. Drawing on a case study in a transportation industry setting, the interdependencies between solutions are uncovered. The case illustrates how 1) firms are simultaneously involved in the provisioning of multiple solutions, 2) firms take on multiple roles in the provisioning of solutions in the business network, and 3) solutions are subject to interdependencies via connected relationships and thus form “networks of solutions.” The paper concludes that interdependence among solutions is a significant characteristic, adding to previous research on solutions. Consequently, it is suggested that firms' interaction with various parties in the provisioning of solutions needs considerable managerial and theoretical attention.

  • 12.
    Högström, Claes
    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.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. BI Norwegian Sch Management, Oslo, Norway.
    Tronvoll, Bard
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Hedmark University College, Norway.
    Strategic brand management: Archetypes for managing brands through paradoxes2015In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 68, no 2, p. 391-404Article in journal (Refereed)
    Abstract [en]

    Although brands are acknowledged as significant assets in a firm's value creation and differentiation process, branding literature often describes opposing perspectives and contradictory demands. This article develops a framework of three strategic brand management archetypes that provide new insights into the complexity and often paradoxical ambiguity of branding. By combining an empirical qualitative study with extant brand management and relational exchange theory, the authors suggests that firms create, reinforce, switch, or allow certain brand management archetypes to coexist to optimize specific effects and manage paradoxes. From a managerial perspective, the article suggests that understanding strategic brand management and related paradoxes is fundamental for organizations to achieve desired effects with their value creation. (C) 2014 Elsevier Inc All rights reserved.

  • 13.
    Johansson, A. E.
    et al.
    Linköping University, Sweden.
    Raddats, C.
    Management School University of Liverpool, United Kingdom.
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Linköping University, Sweden.
    The role of customer knowledge development for incremental and radical service innovation in servitized manufacturers2019In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 98, p. 328-338Article in journal (Refereed)
    Abstract [en]

    Service innovation is a key driver of service infusion for manufacturers. Although service innovation is widely researched for service firms, it is less explored for service infusion in manufacturers. Existing research about service infusion considers developing customer knowledge in sales and service delivery, but there is scarce research about how manufacturers develop customer knowledge during new service development (NSD). This study investigates customer knowledge development within manufacturers and considers how it differs between the development of incremental and radical service innovations. A study was undertaken with 239 European manufacturers which revealed multiple drivers of customer knowledge development, service innovation performance, and firm performance. Developing incremental service innovations are more successful when customers participate in NSD teams while developing radical service innovations leads manufacturers to higher firm performance. 

  • 14.
    Koskela-Huotari, Kaisa
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. VTT Technical Research Centre of Finland, Oulu, Finland.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Jonas, Julia
    Friedrich-Alexander-University Erlangen-Nürnberg, Germany.
    Sörhammar, David
    Uppsala University.
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Linkoping Univ, SE-58183 Linkoping, Sweden.
    Innovation in service ecosystems - Breaking, making, and maintaining institutionalized rules of resource integration2016In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 8, p. 2964-2971Article in journal (Refereed)
    Abstract [en]

    Drawing on service-dominant logic and institutional theory, this paper examines innovation as a process that unfolds through changes in the institutional arrangements that govern resource integration practices in service ecosystems. Four cases are used to illustrate the interdependent patterns of breaking, making and maintaining the institutionalized rules of resource integration occurring on multiple levels of institutional context. Such institutional work allows actors to cocreate value in novel and useful ways by a) including new actors, b) redefining roles of involved actors and c) reframing resources within service ecosystems. Our findings show that while the efforts of breaking and making the institutionalized rules are required for such changes to occur, at the same time, institutional maintenance is also important for these changes to institutionalize, that is, to become an integral part of the institutional structure coordinating value cocreation.

  • 15.
    Koskela-Huotari, Kaisa
    et al.
    Stockholm School of Economics.
    Patrício, Lia
    University of Porto, PRT.
    Zhang, Jie
    University of Victoria, CAN.
    Karpen, Ingo Oswald
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Sangiorgi, Daniela
    Politecnico di Milano, ITA.
    Anderson, Laurel
    Arizona State University, USA.
    Bogicevic, Vanja
    New York University, USA.
    Service system transformation through service design: Linking analytical dimensions and service design approaches2021In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 136, p. 343-355Article in journal (Refereed)
    Abstract [en]

    The increasingly interconnected world is leading to continuous and profound transformations within and among service systems (e.g., firms, industries, societies). While service research studying such transformations is growing, the literature is missing a conceptualization of service system transformation (SST) that accounts for the richness and diversity of the phenomenon. This hinders the development of approaches to intentionally influence SST toward desired paths. Providing an integrated, multidimensional understanding of SST, this paper explores how service design can intentionally influence SST. To do so, the paper contributes by advancing conceptual clarity of SST and delineating three analytical dimensions—scope, endurance, and paradigmatic radicalness—that, in combination, provide a framework for understanding the diversity of the transformations unfolding within and across service systems. Building upon this conceptualization, the paper systematizes how service design approaches can foster SST along these dimensions, setting the ground for service design to further strengthen its transformative potential.

  • 16.
    Kristensson, Per
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Pedersen, Per Egil
    University of Southeastern Norway, Norway.
    Thorbjørnsen, Helge
    Norwegian School of Economics, Norway.
    New perspectives on consumer adoption and diffusion of innovations2020In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 116, p. 522-525Article in journal (Refereed)
  • 17.
    Kristensson, Per
    et al.
    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.
    Soderlund, Magnus
    Stockholm Sch Econ, Dept Mkt & Strategy, Stockholm, Sweden..
    Influencing consumers to choose environment friendly offerings: Evidence from field experiments2017In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 76, p. 89-97Article in journal (Refereed)
    Abstract [en]

    The objective of this article is to examine a set of ways to influence consumer behavior toward making more environmentally friendly choices. We conducted three different studies to investigate (1) what consumers think would influence their behavior, (2) how several question-based verbal influence strategies nudge consumer behavior in one direction or another, and (3) how question-based written influence strategies influence consumer behavior. The findings reveal a discrepancy between what consumers think would influence behavior and what actually does influence it. In addition, under all verbal and written experimental conditions, influence strategies led to consumer change toward environmentally friendly offerings compared with alternative non-environment friendly offerings. The discussion highlights possible explanations for the results, managerial implications, the study's limitations, and suggestions for future research, with a special emphasis on research into factors that can change consumer behavior.

    Download full text (pdf)
    Kristensson_et_al.
  • 18.
    Lusch, Robert F.
    et al.
    Univ Arizona, Eller Coll Management, 1130 East Helen St, Tucson, AZ 85745 USA..
    Vargo, Stephen L.
    Univ Hawaii Manoa, Shidler Coll Business, 2404 Maile Way, Honolulu, HI 96822 USA..
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. BI Norwegian Sch Management, Oslo, Norway.
    Fostering a trans-disciplinary perspectives of service ecosystems2016In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 8, p. 2957-2963Article in journal (Refereed)
    Abstract [en]

    This article provides a brief introduction and comments on the articles in this special issue on transdisciplinary perspectives of service-dominant logic. Insights are provided that draw on economics, ecosystems theory, philosophy, service science, sociology, strategic management and systems science. Collectively these articles enhance service-dominant logic as well as foster more transdisciplinary research. We also integrate some of the ideas presented and share some observations and suggestions on resource integration, value co-creation, institutions, and service ecosystems. (C) 2016 Elsevier Inc. All rights reserved.

  • 19.
    Martin, Drew
    et al.
    Univ Hawaii, Coll Business & Econ, 200 West Kawili St, Hilo, HI 96720 USA..
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Choi, Sunmee
    Yonsei Univ, Sch Business, 50 Yonsei Ro, Seoul 120749, South Korea..
    Service innovation, renewal, and adoption/rejection in dynamic global contexts2016In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 7, p. 2397-2400Article in journal (Refereed)
    Abstract [en]

    This Journal of Business Research special section includes 7 articles selected from papers presented during the 2014 Global Marketing Conference held July 15-18, 2014. The Conference's theme was "Bridging Asia and the World: Globalization of Marketing and Management Theory and Practice." This special edition introduces current topics concerning researchers and practitioners about service innovation, renewal, and adoption/rejection research. Following the conference's theme, this special edition emphasizes the need for educators and business leaders to make sense, plan, and interpret outcomes accurately of implementing service innovations in dynamic global contexts. 

  • 20.
    McColl-Kennedy, Janet R.
    et al.
    Univ Queensland, UQ Business Sch, Brisbane, Qld 4072, Australia..
    Hogan, Suellen J.
    Univ Queensland, UQ Business Sch, Brisbane, Qld 4072, Australia..
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Snyder, Hannah
    Univ Queensland, UQ Business Sch, Brisbane, Qld 4072, Australia..
    Cocreative customer practices: Effects of health care customer value cocreation practices on well-being2017In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 70, p. 55-66Article in journal (Refereed)
    Abstract [en]

    Drawing on three studies using data from six separate samples of 1151 health care customers, the authors investigate cocreative customer practices, modeling the effects of customer value cocreation practices on well-being. Results highlight that while positive interactions with medical staff (doctors) lead to increased well-being through engaging in coproducing treatment options, interactions with friends and family and their associated cocreated activities have an even greater positive effect on well-being. Furthermore, several other customer directed activities have positive indirect effects. Interestingly, activities requiring change can have a negative effect on well-being, except in psychological illnesses, where the opposite is true. The authors conclude with theoretical and managerial implications, highlighting that if interactions and activities with medical professionals are supplemented with customer-directed activities, the positive effect on well-being is significantly enhanced.

  • 21.
    Mele, Cristina
    et al.
    University of Naples Federico II, ITA.
    Tuominen, Tiina
    VTT Technical Research Centre of Finland Ltd, FIN; Tampere University, FIN.
    Edvardsson, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Reynoso, Javier
    EGADE Business School, MEX.
    Smart sensing technology and self-adjustment in service systems through value co-creation routine dynamics2023In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 159, article id 113737Article in journal (Refereed)
    Abstract [en]

    Self-adjustment processes are crucial for ensuring service system viability in the light of emerging adoption of digital technologies that shape value co-creation. This article offers a novel conceptualization of self-adjustment to explain the process that a service system performs to adapt to changing conditions to remain viable or improve the system’s viability. In doing this, we draw on service-dominant logic and routine dynamics theory and zoom in on how self-adjustment emerges in value co-creation routines. We show the usefulness of our conceptualization in a case of an elderly care home that introduced smart sensing technology, which triggered self-adjustments in that service system through value co-creation routines. The case study explicates the deployment of self-adjustment when sensing solutions become integrated with other resources and applied by engaged actors as resources-in-use, creating novel value co-creation outcomes. It is argued that routine dynamics contribute to self-adjustment by initiating processes whereby the involved actors’ schemas, resources, and value co-creation performances become integrated and aligned after the technological change. 

  • 22.
    Olya, Hossein
    et al.
    Sejong University, KOR.
    Mehran, Javaneh
    Eastern Mediterranean University, TUR.
    Modelling tourism expenditure using complexity theory2017In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 75, p. 147-158Article in journal (Refereed)
    Abstract [en]

    This study contributes to the literature by offering a novel analytical approach to solving complex interactions of tourism expenditure antecedents, advancing the theoretical reasoning behind the way in which socioeconomic indicators of prosperity combine to explain tourism expenditure on an international scale. The study explored a variety of configurations sufficient for simulation of both high and low scores of outbound tourism expenditures that have policy implications in both destination countries and countries of origin. We used complexity theory and fuzzy set qualitative comparative analysis (fsQCA) to analyze a composite score of 5-year data for 105 countries. The predictive validity results indicated the capacity of the proposed model to predict future outcome using other samples. The results expand our knowledge of the asymmetrical relationships of tourism expenditure and its antecedents.

  • 23.
    Palo, Teea
    et al.
    Lancaster University Management School, Lancaster, LA1 4YX, UK.
    Åkesson, Maria
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Löfberg, Nina
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Servitization as business model contestation: A practice approach2019In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 104, p. 486-496Article in journal (Refereed)
    Abstract [en]

    In principle, organizations know how to do servitization, but in practice, many struggle to change their business models to include service offerings. To understand this struggle, this paper examines servitization in a large multinational manufacturer within the pulp and paper industry. Utilizing practice theory, the study explicates the servitization process as a contestation of a company's parallel business models — one existing and dominant; one emerging. As business models materialize in organizational practices, and therefore have the potential to frame and organize servitization efforts, the models give rise to contestations in the practices performed by actors in the organization and the ecosystem. The elements of such contestations provide a better understanding of the ways in which practices may be disrupted to support servitization. Contestations can thus be creative instead of problematic. As a result, this paper extends the conceptualization of servitization as a bottom-up, emergent and iterative process of business model contestation.

  • 24.
    Rosenbaum, Mark
    et al.
    Northern Illinois University.
    Kelleher, C
    Cork University Business School, .
    Friman, Margareta
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Kristensson, Per
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Scherer, A
    Technology and Economics, ETH Zürich.
    Re-placing place in marketing: A resource-exchange place perspective2017In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, p. 281-289Article in journal (Refereed)
    Abstract [en]

    This study clarifies the marketing discipline's conceptualization of place by presenting a revised perspective and conceptual framework of place, referred to as REPLACE. Drawing from resource exchange theory and attention restoration theory, the framework problematizes the assumption that places are merely physical locales by foregrounding how places can become inseparable aspects of consumers' lives. We present an alternative resource-based perspective of place, namely as a repository of resources that are potentially available to consumers through exchange processes. These exchange processes, and the complexity of the offered resources, influence consumers' relationship with a locale as well as their sense of well-being. With this alternative perspective, we bridge the place concept to public health and extend the understanding of attachment in service settings.

  • 25.
    Sklyar, Alexey
    et al.
    Linköping University.
    Kowalkowski, Christian
    Hanken School of Economics, Finland; Linköping University.
    Tronvoll, Bård
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Inland Norway University of Applied Sciences, Norway.
    Sörhammar, David
    Stockholm University, Stockholm.
    Organizing for digital servitization: A service ecosystem perspective2019In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 104, p. 450-460Article in journal (Refereed)
    Abstract [en]

    Harnessing digital technology is of increasing concern as product firms organize for service-led growth. Adopting a service ecosystem perspective, we analyze interfirm and intrafirm change processes taking place as firms pursue digital servitization. The study draws on in-depth interviews with 44 managers involved in organizing activities in two multinational industry leaders. Our findings identify major differences between the two focal firms in terms of digital service-led growth and associated ecosystem-related activities. The study disentangles underlying processes of organizational change in the ecosystem and suggests that within-firm centralization and integration play a key role in the capacity to organize for digital servitization. For managers, the findings highlight the need to foster service-centricity in order to take full advantage of digitalization beyond purely technological benefits. 

    Download full text (pdf)
    fulltext
  • 26.
    Snyder, Hannah
    et al.
    Linkoping Univ, Logist & Qual Management, S-58183 Linkoping, Sweden.;Linkoping Univ, HELIX Vinn Excellence Ctr, S-58183 Linkoping, Sweden..
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Fombelle, Paul
    Northeastern Univ, DAmore McKim Sch Business, Boston, MA USA..
    Kristensson, Per
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Identifying categories of service innovation: A review and synthesis of the literature2016In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 7, p. 2401-2408Article, review/survey (Refereed)
    Abstract [en]

    Service innovation acts as society's engine of renewal and provides the necessary catalyst for the service sector's economic growth. Despite service innovation's importance, the concept remains fuzzy and poorly defined. Building on an extensive and systematic review of 1046 academic articles, this research investigates and explores how service innovation is defined and used in research. Results identify four unique service innovation categorizations emphasizing the following traits: (1) degree of change, (2) type of change, (3) newness, and (4) means of provision. The results show that most research focuses inward and views service innovation as something (only) new to the firm. Interestingly, service innovation categorizations appear to neglect both customer value and financial performance. 

  • 27.
    Snyder, Hannah
    et al.
    Norwegian Business School, NOR.
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Linköping University.
    Gustafsson, Anders
    Norwegian Business School, NOR.
    McColl-Kennedy, Janet R.
    University of Queensland, AUS.
    Consumer lying behavior in service encounters2022In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 141, p. 755-769Article in journal (Refereed)
    Abstract [en]

    Whether they know it or not, firms interact with lying consumers on a daily basis. However, surprisingly little is known about consumer lying behavior and its role in service encounters. Based on two empirical studies of 2,976 consumer lies, the study sought to explore consumer lying behavior by developing and testing a comprehensive conceptual framework encompassing motives for lying, characteristics of the lie, and outcomes for consumers. Study 1 explores and details the components of the conceptual framework, and Study 2 further investigates and tests the relationships between the components of consumer lying behavior and the emotional, behavioral, and financial outcomes for consumers. The findings suggest new policies and how frontline employees might be trained and educated to address consumer lying behavior. The paper concludes by outlining an agenda for future research on lying behavior in service encounters.

  • 28.
    Tierney, Kieran D.
    et al.
    RMIT Univ, Melbourne, Australia.
    Karpen, Ingo Oswald
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Univ Adelaide, Australia.
    Westberg, Kate
    RMIT Univ, Melbourne, Australia.
    Brand meaning and institutional work: The light and dark sides of service employee practices2022In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 151, p. 244-256Article in journal (Refereed)
    Abstract [en]

    Service employees (SEs) are instrumental in shaping customer brand perceptions. However, to deliver favorable brand experiences, SEs may not always abide by socially constructed norms and guidelines-called institu-tions-that coordinate service interactions. We explore how SEs navigate internal and external institutions, and the potential implications for brand meaning outcomes. Drawing on qualitative interviews with SEs from five local and international bank brands in Vietnam, and archival data, we discover 10 practices that function as institutional work and identify potential implications for brand meaning outcomes of authenticity, relevance, and legitimacy. Using institutional theory as an enabling lens, we demonstrate how these practices either disrupt or maintain internal and external institutions with dark-side or light-side consequences for brands. Specifically, our findings uncover how dark-side practices may place brand meaning outcomes at risk and how light-side practices, even those that disrupt institutions, can potentially enhance brand meaning, providing significant theoretical and managerial implications.

  • 29.
    Trischler, Jakob
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Johnson, Mikael
    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.
    A service ecosystem perspective on the diffusion of sustainability-oriented user innovations2020In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 116, p. 552-560Article in journal (Refereed)
    Abstract [en]

    This article conceptualizes the diffusion of user innovations from a service ecosystem perspective. With the focus on sustainable innovations, the service ecosystem is evaluated, along with other systemic innovation concepts, as a possible theoretical basis for explaining the first adoption and diffusion of user innovations. It is proposed that an ecosystem perspective contributes three assumptions that help to better understand the (non)diffusion of sustainability-oriented user innovations: (1) innovation diffusion is a multi-level and -actor phenomenon; (2) an actor-to-actor orientation integrates user innovators into the ecosystem; (3) the service perspective defines innovation diffusion as an evolving co-created process. The assumptions are translated into policy implications and future research requirements for moving towards an innovation infrastructure that considers the role and contribution of users in sustainable innovation.

    Download full text (pdf)
    fulltext
  • 30.
    Vakulenko, Yulia
    et al.
    Lund University.
    Arsenovic, Jasenko
    SDA Bocconi, ITA.
    Hellstrom, Daniel
    Lund University.
    Shams, Poja
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Does delivery service differentiation matter?: Comparing rural to urban e-consumer satisfaction and retention2022In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 142, p. 476-484Article in journal (Refereed)
    Abstract [en]

    In the context of continuously growing e-commerce and the rising global count of e-consumers, e-retailers and logistics service providers need to differentiate and tailor their offerings to refine their operations and meet econsumers' needs. This study investigates how e-consumers' residential-area type affects the satisfaction with delivery services and reuse intentions in relation to e-consumers' ability to choose between delivery options. The aim was to explore and compare rural e-consumers to urban ones and conclude whether the service fitting can be performed without satisfaction loss. The results showed that for e-consumers from rural residential areas, the availability of different delivery options did not translate into greater satisfaction with the delivery service and reuse intention, while for urban residents, service diversity was linked to greater satisfaction.

    Download full text (pdf)
    fulltext
  • 31.
    Vakulenko, Yulia
    et al.
    Lund University.
    Shams, Poja
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Hellström, Daniel
    Lund University.
    Hjort, Klas
    Lund University.
    Service innovation in e-commerce last mile delivery: Mapping the e-customer journey2019In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 101, p. 461-468Article in journal (Refereed)
    Abstract [en]

    The remarkable growth of e-commerce has defined the recent years of various industries worldwide. Driven by consumers, the e-commerce surge (e-retail in particular) stems from the final leg of the supply chain: the last mile. As the growing flow of e-commerce orders continues to generate new records for annual revenues, key actors in the last mile face the challenges of increasing customer demands and transportation volumes. In response, e-retailers and logistics service providers seek innovative service solutions, often powered by technological advancements. This study consisted of focus group interviews and a usability test that incorporated an innovative technology in the delivery service. The study provides insights into how service innovation affects e-customer behavior and presents a basic map of the e-customer journey. The findings also provide a foundation for improving management of the customer experience and aiding managerial decision-making when designing new e-commerce last mile services.

  • 32.
    Vargo, Stephen L.
    et al.
    Shidler College of Business, University of Hawai'i at Manoa, USA.
    Koskela-Huotari, Kaisa
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Baron, Steve
    University of Liverpool Management School, United Kingdom.
    Edvardsson, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Reynoso, Javier
    Tecnologico de Monterrey, EGADE Business School, Mexico.
    Colurcio, Maria
    University of Catanzaro Magna Graecia, Italy.
    A systems perspective on markets – Toward a research agenda2017In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, p. 260-268Article in journal (Refereed)
    Abstract [en]

    This paper addresses the implications of an emerging, increasingly important way of thinking about markets: systems thinking. A market is one of the most foundational abstractions in marketing and business research; yet, it often receives too little attention. As a result, the taken-for-granted assumptions about markets spur from over-simplified conceptualizations of neoclassical economics that depict markets as static and mechanistic. Systems thinking represents a major change in perspective that involves transcending this mechanistic worldview and thinking instead in terms of wholes, relationships, processes, and patterns. We argue that building a theory of markets based on systems thinking, would enable scholars to develop more realistic models that correspond with fast-changing business environment and therefore, increase both the rigor and relevance of future research. To further this aim, we identify the main implications of systems thinking and formulate them into a research agenda to further the systemic understanding of markets. 

    Download full text (pdf)
    fulltext
  • 33.
    Voorhees, Clay M.
    et al.
    Michigan State University, USA.
    Fombelle, Paul W.
    Northeastern University, USA.
    Gregoire, Yany
    HEC Montreal, Canada.
    Bone, Sterling
    Utah State University, USA.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Sousa, Rui
    Catholic University of Portugal, Portugal.
    Walkowiak, Travis
    Michigan State University, USA.
    Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens2017In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, p. 269-280Article in journal (Refereed)
    Abstract [en]

    Service researchers have emphasized the importance of studying the service experience, which encompasses multiple service encounters. Although the reflection on a series of service encounters has increased, the scope of research in this space remains narrow. Service research has traditionally concentrated on understanding, measuring and optimizing the core service delivery. While this focused lens has generated extraordinary knowledge and moved service research and practice forward, it has also resulted in a narrowly focused research field. The authors present a framework to guide comprehensive service experience research. Broadly, they define (1) pre-core service encounter, (2) core service encounter, and (3) post-core service encounter as distinct periods within a service experience. Further, they review the literature and put forward important research questions to be addressed within and across these periods. Finally, they argue that researchers need to consider simultaneously all periods of the service experience to make valuable contributions to the literature.

    Download full text (pdf)
    Voorhees_et_al
  • 34.
    Witell, Lars
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Linköpings universitet.
    Gebauer, Heiko
    AWAG, Dubendorf, Switzerland.
    Jaakkola, Elina
    Univ Turku, Turku Sch Econ, Turku, Finland.
    Hammedi, Wafa
    Univ Namur, Namur, Belgium.
    Patricio, Lia
    Univ Porto, Fac Engn, Oporto, Portugal.
    Perks, Helen
    Univ Nottingham, Nottingham, England.
    A bricolage perspective on service innovation2017In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, p. 290-298Article in journal (Refereed)
    Abstract [en]

    Service innovation is often viewed as a process of accessing the necessary resources, (re)combining them, and converting them into new services. The current knowledge on success factors for service innovation, such as formalized new service development (NSD) processes, predominantly comes from studying large firms with a relatively stable resource base. However, this neglect situations in which organizations face severe resource constraints. This paper argues that under such constraints, a formalized new service development process could be counter-productive and a bricolage perspective might better explain service innovation in resource constrained environments. In this conceptual paper, we propose that four critical bricolage capabilities (addressing resource scarcity actively, making do with what is available, improvising when recombining resources, and networking with external partners) influence service innovation outcomes. Empirical illustrations from five organizations substantiate our conceptual development. Our discussion leads to a framework and four testable propositions that can guide further service research. (C) 2017 Elsevier Inc All rights reserved.

  • 35.
    Witell, Lars
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Linköping University.
    Kowalkowski, Christian
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Hanken School of Economics, FIN.
    Perks, Helen
    University of Nottingham, GBR.
    Raddats, Chris
    University of Liverpool, GBR.
    Schwabe, Maria
    Friedrich-Schiller-University of Jena, DEU.
    Benedettini, Ornella
    Polytechnic University of Bari, ITA.
    Burton, Jamie
    University of Manchester, GBR.
    Characterizing customer experience management in business markets2020In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 116, p. 420-430Article in journal (Refereed)
    Abstract [en]

    Managing the customer experience has become a top priority for marketing managers and researchers. Research on customer experience management (CEM) has traditionally adopted a customer's viewpoint. Few studies have explicitly embraced an organizational perspective, and existing research focuses mainly on business-to-consumer settings. The present study espouses the utility of CEM in business-to-business (B2B) settings on the grounds that interactions in B2B contexts are also “experienced”. It explains how B2B firms can design and manage the customer experience to influence the customer at different touchpoints. The paper develops a comprehensive framework that characterizes CEM in B2B. The paper articulates key challenges for B2B CEM; relationship expectations (mismatches in customer relationships, siloed customer experiences); actor interaction issues (mismatches across the customer's journey, lack of touchpoint control); and temporal challenges (dynamics of the customer experience). The paper draws out the theoretical implications and develops managerial implications for B2B firms.

  • 36.
    Witell, Lars
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Linköping University.
    Snyder, Hannag
    Linköping University.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Norway.
    Fombelle, Paul
    USA.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Defining service innovation: A review and synthesis2016In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 8, p. 2863-2872Article in journal (Refereed)
    Abstract [en]

    Research on service innovation appears in several research disciplines, with important contributions in marketing, management, and operations research. Although the concept is widely used, few research papers have explicitly defined service innovation. This dearth of research is the motivation for the present study. Through a systematic review of 1301 articles on service innovation appearing in academic journals between 1979 and 2014, this article examines research defining service innovation. The study identifies the key characteristics within 84 definitions of service innovation in different perspectives (assimilation, demarcation and synthesis) and shows how the meaning of the concept is changing. The review suggests that the large variety in definitions limits and hinders knowledge development of service innovation.

  • 37.
    Wästlund, Erik
    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.
    Otterbring, Tobias
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies.
    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.
    Shams, Poja
    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.
    Heuristics and resource depletion: eye-tracking customers’ in situ gaze behavior in the field2014In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, no 1, p. 95-101Article in journal (Refereed)
    Abstract [en]

    When we visit a retail outlet, we go there to complete some type of shopping goal. These goals may be very specific and precisely planned prior to entering the store, or more abstract, and something we think of on the spur of the moment. The stores may display tens of thousands of different products, making it difficult to achieve the shopping goal in a rational manner. As a result, we use different types of heuristics to meet our shopping goals. In this study, we investigate how a customer’s visual attention is influenced by their shopping goal, based on the results of three field experiments in three different contexts—a gas station, a sports store, and a grocery store. Firstly we establish that differences do exist in viewing behavior based on whether shopping goals are planned or unplanned. A more complex and unplanned shopping goal leads to increased observations of in-store stimulus. We then study whether or not the complexity of the first shopping goal also influences the viewing behavior of the next shopping goal, independently of the characteristics of the second goal. The findings confirm that complex decision heuristics deplete cognitive recourse. This finding results in diminished visual attention during subsequent choices. In turn, this has implications for a customer’s shopping behavior.

  • 38.
    Öberg, Christina
    Örebro universitet, Handelshögskolan vid Örebro Universitet.
    What creates a collaboration-level identity?2016In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 9, p. 3220-3230Article in journal (Refereed)
    Abstract [en]

    Collaborations of different sorts have increased in importance. In order to make parties work better together and promote the collaboration to others, the development of a shared collaboration-level identity may prove important, but company-level identities may challenge such developments. Identities here reflect shared values for collective entities. This paper sets to explain the establishment of collaboration-level identities through asking what explains whether the collaborating parties and parties external to the collaboration perceive the collaboration as sharing an identity. The study points to how pre-collaboration history reduces the likelihood for collaborating parties and external parties to perceive a collaboration-level identity, and how the more formalized the collaboration, the more probable that parties perceive a shared collaboration-level identity. External parties' perception is dependent on the collaborating parties' representation. The paper contributes to the literature on identity through discussing the possible coexistence of different collective identities, their impact, and antecedents for separate identities.

1 - 38 of 38
CiteExportLink to result list
Permanent link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • apa.csl
  • 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