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  • 251.
    Edvardsson, Bo
    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.
    Paiola, M
    Gebauer, H
    Service Infusion in manufacturing: the case of small and medium-sized enterprises,2009Conference paper (Refereed)
  • 252.
    Edvardsson, Bo
    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.
    Rindell, Anne
    Strandvik, Tore
    Mapping the "Roots" of the Consumer's Image-in-use of Companies2010In: Journal of Product & Brand Management, ISSN 1061-0421, Vol. 19, no 6, p. 423-431Article in journal (Refereed)
  • 253.
    Edvardsson, Bo
    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.
    Roos, Inger
    Bytesprocesser och klagomålsbeteende - en studie av kundrelationer i ett telekommunikationsföretag2001In: Palvelut ja asiakassuhteet markkinoinnin polttopisteessä / [ed] R Järvinen, C Grönroos, Helsingfors: Kauppakaari , 2001Chapter in book (Refereed)
  • 254.
    Edvardsson, Bo
    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.
    Roos, Inger
    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.
    Comparing Customers and providers perspectives on customer relationships Implications for the value perception2009Conference paper (Refereed)
  • 255.
    Edvardsson, Bo
    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.
    Roos, Inger
    Swedish School of Economics and Business Administration.
    Critical Incident Techniques - Towards a framework for analysing the criticality of critical incidents2001In: International Journal of Service Industry Management. Vol 12, No 3-4, Vol. 12, no 3, p. 251-268Article in journal (Refereed)
  • 256.
    Edvardsson, Bo
    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.
    Roos, Inger
    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.
    Customer Complaints and Switching Behavior: A Study of relationship dynamics in a telecommunication company2000Conference paper (Refereed)
  • 257.
    Edvardsson, Bo
    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.
    Roos, Inger
    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.
    Customer Complaints and Switching Behavior- A study of relationship dynamics in a telecommunication company2003In: Journal of Relationship Marketing, accepted for issue 2 or 3 in 2003Article in journal (Refereed)
  • 258.
    Edvardsson, Bo
    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.
    Roos, Inger
    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.
    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.
    Understanding the Trigger Effect on Customers' Maturity Processes in Telecommunications2002In: QUIS 8: Quality in Services: Crossing Boundaries / [ed] Tax, S; Stuart, I; Brown, S W; Edvardsson, B; Johnston, R; Scheuing, EE,, Victoria, B.C., Canada: University of Victoria , 2002, p. 256-265Chapter in book (Refereed)
    Abstract [en]

    Telecommunication represents the characteristic of a fierce-competitive, dynamic and rapid-growing industry. Through merger mania in a turbulent market telecommunication companies try to improve their control over as many customers as possible (Sumner-Smith and Sumner 1999; Borna 2000; Cobbett and Matthews 2000). These companies are trying to achieve the ultimate attribute of relationship marketing, i.e. long-term relationships with their customers (Grönroos 1989; 2000; Berry 1995; Colgate and Stewart 1998), the application in this industry, however, with disloyal, frequently switching customers seems challenging. Even more difficult is the situation for the companies in the wireless part of the industry with no barriers what so ever to prevent customers from switching. One of the major challenges for the telecom companies is to identify the specific factors appealing to customers willingness to switch between different operators. A longitudinal approach to analysing customers switching processes puts forward and distinguishes the most decisive factors in terms of disloyal behavior. The emerging pattern from that mapping indicates the focus of customer perceptions. That focus is in this study defined as maturity agents. The maturity agents again form the maturing market of a specific market, here telecommunications. Maturing market is hence viewed from the customers perspective in line with the relationship logic. The indicators of the maturing market are per definition instable over time and need therefore to be supported and updated by repeated mapping of customers switching behavior.This paper is based on two empirical studies recently carried out in a large Swedish telecommunication company. The first study was a combined complaint and switching behaviour study (Edvardsson and Roos 2001). Findings of the first study are in this paper compared to findings of the second study consisting of process mapping of the customers switching behavior in the same company. Based on this comparison, factors and combinations of factors were found to work as maturity agents in the customers processes. The purpose of the study is to build a model with the capability to establish and generalise maturity agents and their influence on switching intention. Empirical results of the quantitative study are presented.In sum, a maturity-agent model is presented and quantitatively measured results presented. The maturity-agent model is grounded in the two empirical studies made in the telecommunication company, here labelled The Company, the maturity agents are defined as the factors, which embed the potential to communicate the change of customer perceptions, including both The Company and the context. The maturity agents are likely to change over time accordingly. The identification of these maturity agents may facilitate and support the sharpness of marketing activities carried out in order to build and maintain long-term customer relationships. References:Berry, Leonard (1995), Relationship Marketing of Services - Growing Interest, Emerging Perspectives, Journal of the Academy of Marketing Science, Vol.23, No. 4 (Fall), 236-245.Edvardsson, Bo and Inger Roos (2000): Customer Complaints and Switching Behavior A Study of relationship dynamics in a telecommunication company. Journal of Relationship Marketing, forthcoming 2001.Borna, Claude, 2000. Combating Customer Churn. Telecommunications, Americas Ed. Vol. 34, No. 3, 83-85.Grönroos, Christian (1989a): Defining Marketing: A Market-Oriented Approach. European Journal of Marketing, Vol. 23. No. 1, pp. 52-50.Grönroos, Christian (2000): Grönroos, Christian (2000), Relationship Marketing: The Nordic School Perspective. Jagdish N. Sheth and Atul Parvatiyar, eds, Handbook of Relationship Marketing, London, Sage Publications, 95-118.Sumner-Smith, David and Ian Sumner, 1999. The free-access revolution. Marketing, Vol. 4, March, 29-30.Cobbett, Ray and Mike Matthews, 2000. Its your call. Supply Management, Vol.5, No. 14, 34-35.

  • 259.
    Edvardsson, Bo
    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.
    Scheuing, E E
    Service Integrity1994In: Managing Service QualityArticle in journal (Refereed)
  • 260.
    Edvardsson, Bo
    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.
    Setterlind, S.
    Larsson, G.
    Internal Service Quality and the Psychosocial Work Environment: An Empirical Analysis of Conceptual Interrelatedness1994Report (Refereed)
  • 261.
    Edvardsson, Bo
    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.
    Skarman, G
    Quality in Professional Services - An Empirical Study of Company Healt-care1994Conference paper (Refereed)
  • 262.
    Edvardsson, Bo
    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.
    Skålén, Per
    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.
    Tronvoll, Bård
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Norway.
    Service Systems as a Foundation for Resource Integration and Value Co-creation2012In: Toward a Better Understanding of the Role of Value in Markets and Marketing: Special Issue / [ed] Naresh K. Malhotra, Stephen L. Vargo, Robert F. Lusch, Emerald Group Publishing Limited, 2012, Vol. 9, p. 79-126Chapter in book (Refereed)
    Abstract [en]

    Purpose - The aim is to introduce a sociological perspective on resource integration and value co-creation into service research using a service systems approach. Methodology/approach - Conceptual and a case study of the service system a Telecom Equipment and Service Provider is embedded in is reported. Findings - The service practice of the service system is framed by social structures of signification, legitimation, and domination. However, the practice is also independent of the structures since it is embedded in and shapes the structural realm. Research implications and limitations - Drawing on structuration and practice theory, the chapter offers a new framework describing how social and service structures and practices can inform and reveal mechanisms of service system dynamics. Based on the framework, three propositions are developed focusing on the mechanisms of resource integration and value co-creation. The implications need to be generalized in future research by studying other empirical contexts. Practical implications - The chapter provides some tentative guidelines on how organizations can design service systems that enable and support customers and other actors in their resource integration and value co-creation processes by paying attention to social structures and forces and not only resources as such. Originality - The chapter explicates how social structures have implications for value co-creation and resource integration in service system. It makes systematic use of structuration and practice theory to understand the social dimensions of service systems. A distinction between intended and realized resource integration is made.

  • 263.
    Edvardsson, Bo
    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.
    Strandvik, T
    Criticality of Critical Incidents in Customer Relationships1999In: Service Quality and Management, Springer, 1999, p. 89-110Chapter in book (Refereed)
  • 264.
    Edvardsson, Bo
    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.
    Strandvik, T
    Describing and Understanding Directive Incidents in Customer relationships2002Conference paper (Refereed)
  • 265.
    Edvardsson, Bo
    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.
    Strandvik, T
    Describing and Understanding Directive Incidents in Customer relationships2002Conference paper (Refereed)
  • 266.
    Edvardsson, Bo
    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.
    Strandvik, T.
    Directive Incidents in Customer Relationships2002In: Quality in Services: Crossing Boundaries / [ed] Tax, S.S., Stuart, I., Brown, S W, Johnston, R, Scheuing, E E and Edvardsson, B., Victoria Canada: University of Victoria, College of Business, Canada , 2002Chapter in book (Other academic)
  • 267.
    Edvardsson, Bo
    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.
    Strandvik, T.
    Is a Critical Incident Critical for a Customer Relationship?2000In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 19, no 2, p. 82-91Article in journal (Refereed)
  • 268.
    Edvardsson, Bo
    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.
    Strandvik, T
    Holmlund, M
    Customer Needings - A Mental Model of What the Buyer Buys2009Conference paper (Refereed)
  • 269.
    Edvardsson, Bo
    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.
    Strandvik, T
    Holmlund, M
    Customer Needings - A Mental Model of What the Buyer Buys2009Conference paper (Refereed)
  • 270.
    Edvardsson, Bo
    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.
    Strandvik, T
    Holmlund, M
    Customer Needing Dynamics in Business Markets2009Conference paper (Refereed)
  • 271.
    Edvardsson, Bo
    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.
    Strandvik, T
    Holmlund, M
    Customer Needing-A Contrast to the Seller-Based Offering, CBIM (Center for Business and Industrial Marketing)2009Conference paper (Refereed)
  • 272.
    Edvardsson, Bo
    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.
    Strandvik, Tore
    Brown, Stephen W
    Johnston, Robert
    Scheuing, Eberhard E
    Tax, Steve
    Directive Incidents in Customer Relationships, In Quality in Service: Crossing Boundaries2002Other (Other (popular science, discussion, etc.))
  • 273.
    Edvardsson, Bo
    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.
    Svaeri, S
    Svensson, G
    Slåtten, T
    A DIP-Construct of Perceived Justice in Negative Service Encounters and Complaint Handling in the Norwegian Tourism Industry2010In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 20, no 1, p. 26-45Article in journal (Refereed)
  • 274.
    Edvardsson, Bo
    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.
    Thomasson, B.
    Service and Quality - An introduction1989Report (Refereed)
  • 275.
    Edvardsson, Bo
    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.
    Thomasson, Bertil
    Kvalitetsledning i privata och offentliga tjänsteföretag1989Book (Refereed)
  • 276.
    Edvardsson, Bo
    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.
    Thomasson, Bertil
    Kvalitetsutveckling: Ett managemnetperspektiv1991Book (Refereed)
  • 277.
    Edvardsson, Bo
    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.
    Thomasson, Bertil
    Kvalitetsutveckling i privata och offentliga tjänsteföretag1970Book (Refereed)
  • 278.
    Edvardsson, Bo
    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.
    Thomasson, Bertil
    Service and Quality - An introduction1989In: Quality Development in Private and Public Service CompaniesArticle in journal (Refereed)
  • 279.
    Edvardsson, Bo
    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.
    Thomasson, Bertil
    Ovretveit, John
    Quality of Service - Making it Really Work1994Book (Refereed)
  • 280.
    Edvardsson, Bo
    et al.
    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).
    Tronvoll, Bård
    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).
    A new conceptualization of service innovation grounded in SD-logic and service systems2013In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 5, no 1, p. 19-31Article in journal (Refereed)
  • 281.
    Edvardsson, Bo
    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.
    Tronvoll, Bård
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Components of a Complex ServiceSystem2011Conference paper (Refereed)
  • 282.
    Edvardsson, Bo
    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.
    Tronvoll, Bård
    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.
    Conceptualizing Service Innovation: Value co-creating Relationships in Service Systems2012Conference paper (Other academic)
  • 283.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Inland Norway University of Applied Sciences, NOR.
    Tronvoll, Bård
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Inland Norway University of Applied Sciences, NOR.
    Crisis behaviors as drivers of value co-creation transformation2022In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 14, no 5, p. 1-15Article in journal (Refereed)
    Abstract [en]

    Purpose The paper aims to conceptualize how behavioral shifts in times of crisis drive the transformation of value co-creation. Design/methodology/approach Referencing two empirical contexts, the paper explores how digital service platforms facilitate changes in actors' mental models and institutional arrangements (legal, social, technological) that drive transformation of value co-creation in service ecosystems. Findings The proposed conceptual framework contributes to existing research by identifying micro-level changes in actors' mental models and macro-level changes in institutional arrangements enabled by digital service platforms in service ecosystems. In particular, the framework identifies motivation, agility and resistance as moderators of behavioral shifts in times of crisis. This account offers a finer-grained theorization of the moderating factors and underlying mechanisms of service ecosystem transformation but does not extend to the ensuing "new normal." Practical implications The proposed framework indicates how digital platforms support shifts in actors' behavior and contribute to the transformation of value co-creation. While the enablers are situation-specific and may therefore vary according to the prevailing conditions, the actor-related concepts advanced here seem likely to remain relevant when analyzing the transformation of value co-creation in other crisis situations. Originality/value The new conceptual framework advanced here clarifies how behavioral shifts during a crisis drive the transformation of value co-creation and suggests directions for future research.

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  • 284.
    Edvardsson, Bo
    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). Inland Norway University of Applied Sciences, NOR.
    Tronvoll, Bård
    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). Inland Norway University of Applied Sciences, NOR.
    How platforms foster service innovations2020In: Organizational Dynamics, ISSN 0090-2616, E-ISSN 1873-3530, Vol. 49, no 3, article id 100721Article in journal (Refereed)
  • 285.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Tronvoll, Bård
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Inland Norway University of Applied Sciences, Norway.
    New service development: Key concepts and performance drivers2023In: Elgar Encyclopedia of Services / [ed] Faïz Gallouj, Camal Gallouj, Marie-Christine Monnoyer, Luis Rubalcaba, Markus Scheuer, Edward Elgar Publishing, 2023Chapter in book (Other academic)
    Abstract [en]

    The Encyclopedia of Services is a ground-breaking resource that offers a unique overview of what constitutes the main source of wealth and employment in our contemporary economies, namely services. This title contains one or more Open Access chapters.

  • 286.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Tronvoll, Bård
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Inland Norway University of Applied Sciences, Norway.
    Overview of the Book2022In: The Palgrave Handbook of Service Management / [ed] Bo Edvardsson, Bård Tronvoll, Palgrave Macmillan, 2022, 1st, p. 3-18Chapter in book (Other academic)
    Abstract [en]

    The Handbook of Service Management has a broad scope and includes different perspectives of the diverse and complex service management field. The book is structured in five broad themes: service management, service strategy, service leadership and transition, service design and innovation, service interaction, quality and operation and technology in service. We have included contributions for different academic disciplines such as marketing, management, human resources, service operations management, informatics, and computer science to secure different perspectives. More than 100 service scholars from around the world have contributed with a total of 47 chapters. This introductory chapter provides a brief summary of each chapter and a definition of service management.

  • 287.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Tronvoll, BårdKarlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    The Palgrave Handbook of Service Management2022Collection (editor) (Other academic)
    Abstract [en]

    his handbook provides an innovative, thorough overview of service management. It draws together an impressive, international group of leading scholars who offer a truly global perspective, exploring current literature and laying out guidance for future research. Beginning with defining service as a perspective on value creation, and service management as “a set of organizational competencies for enabling and realizing value creation through service,” it then moves on to follow the evolution of service research. From there, the book is structured into six main themes: perspectives on service management; service strategy; service leadership and transition; service design and innovation; service interaction; quality and operations; and service management and technology. This book is valuable reading for academics, lecturers, and students studying service management, operations management, and service research. 

  • 288.
    Edvardsson, Bo
    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.
    Tronvoll, Bård
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Value co-creation and value-in-context:: Understanding the influence of duality of structures2011Conference paper (Refereed)
  • 289.
    Edvardsson, Bo
    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.
    Tronvoll, Bård
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gruber, Thorsten
    Expanding understanding of service exchange and value co-creation: a social construction apporach2011In: Journal of the Academy of Marketing Science, ISSN 0092-0703, E-ISSN 1552-7824, Vol. 39, no 2, p. 327-339Article in journal (Refereed)
  • 290.
    Edvardsson, Bo
    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.
    Tronvoll, Bård
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Hedmark Univ Coll, Elverum, Norway.
    Höykinpuro, R
    Complex service recovery processes: how to avoid triple deviation2011In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 21, no 4, p. 331-349Article in journal (Refereed)
  • 291.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Tronvoll, Bård
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    A conceptualisation of service innovation as reconfiguration of actors, resources and institutions2013Conference paper (Refereed)
  • 292.
    Edvardsson, Bo
    et al.
    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).
    Tronvoll, Bård
    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).
    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.
    Key concepts in Service Innovation Research - ACTORS, RESOURCES AND INSTITUTIONS2014Conference paper (Refereed)
  • 293.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Tronvoll, Bård
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Understanding Key Market Challenges Through Service Innovation2022In: The Palgrave Handbook of Service Management / [ed] Bo Edvardsson, Bård Tronvoll, Palgrave Macmillan, 2022, 1st, p. 613-627Chapter in book (Other academic)
    Abstract [en]

    Service innovation is a crucial source of competitive advantage across firms and markets and has become critical to firm growth and profitability. Firms face market challenges both when designing and introducing new service offerings to the market. Service innovation can be used as a lens to understand how firms can overcome market challenges to improve their performance. This chapter provides an integrating framework to explain three key market challenges: novelty, diffusion and value capture from the perspective of engaged actors. The chapter shows how the framework can be applied and finishes with some theoretical implications and managerial guidelines. 

  • 294.
    Edvardsson, Bo
    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.
    W Brown, StephenJohnston, RobertScheuing, Eberhard E.
    Pursuing Service Excellence:Practices and Insights1998Conference proceedings (editor) (Refereed)
  • 295.
    Edvardsson, Bo
    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.
    Wilhelmsson, Marie
    The Development of New Services1994Report (Refereed)
  • 296.
    Edvardsson, Bo
    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.
    Wilhelmsson, Marie
    The Development of New Services1994Report (Refereed)
  • 297.
    Edvardsson, Bo
    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.
    Wilhelmsson, Marie
    Utveckling av nya tjänster ' referensram och fallstudier1994Report (Other academic)
  • 298.
    Edvardsson, Bo
    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.
    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.
    Identifying Satisfiers and Disatisfiers in the Service Encounter2005In: Asian Journal on Quality, Vol. vol. 6, No. 1, pp. 8-23Article in journal (Refereed)
  • 299.
    Edvardsson, Bo
    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.
    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.
    Satisfiers and Dissatisfiers in Services - The Role of Time and Customer - Employee Interaction in Problem Resolution2005Conference paper (Refereed)
  • 300.
    Edvardsson, Bo
    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.
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Linkoping Univ, SE-58183 Linkoping, Sweden.
    Satisfiers and Dissatisfiers in the Service Encounter2004Conference paper (Refereed)
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