Purpose – The purpose of this research is to present a model for values-based sustainable servicebusiness grounded in the concept of values-based service quality.

Design/methodology/approach – Based on a literature review and interpretations of fivenarratives from a values-driven company, IKEA, the paper proposes a model of values-based servicequality for sustainable service business.

Findings – The study distinguishes four dimensions of values-based service quality and fivedimensions of sustainability. These are all incorporated in the proposed model.

Originality/value – This is a fundamental study of the role of values-based service quality increating sustainable service business based on value-in-use for customers and the desirable values ofcorporate culture with which products and services are associated.

Purpose – During the past decades, implementing reforms becomes a popular topic for most manufacturers. With the aim to cope with the environment changes, there are urgent needs for these manufacturing companies to carry on reforms on the existing businesses. At the same time, value creation under a new service dominant logic for manufacturers are cited by many scholars. The aim of this paper is to analyze the new dominant logic, with the comparison of traditional goods dominant logic, recognize the advanced value creation model. To go a step further, this paper also discusses about the way of implementing reforms and new business logic for manufacturers.

Methodology – This paper mainly takes the methodology of literature review. The literatures reviewed here include academic papers, books, and website information. The main field of literatures include: service definition and service characteristics; goods-dominant logic versus service dominant logic; and value creation (co-creation). On the other hand, some small case studies can also be found in this paper.

Findings – After the comparing between goods dominant logic and service dominant logic, this paper suggests the service-dominant logic as a preferred business logic. Because it provides a more interactive way of consumption, presents a value-in-use view rather than value-in-exchange, and requires manufacturers playing a role of assisting customers in value creating process. For those manufacturers wish to implement the service dominant logic, this paper suggests them to take innovations on their business, which including the innovations on products/services, business processes, and business models.

Research limitations/implications – As a relative new field of study, the research is mostly taken by literature review. However, the research on the implementing of new business logic and reforms requires more voice from the real industry.  

Practical implications – Manufacturers may position themselves to new roles by involving in the customers’ value creating process. Taking innovations from a integrated view may help manufacturers to achieve the higher value under service dominant logic.

Originality/value – This paper concluded the ongoing service dominant logic development, after which, offers a discussion on the implementing of which for the manufacturing companies.

Purpose – To contribute to the theoretical work on products that contain both tangible (goods) and intangible (service) dimensions, by arguing that the consumption of physical goods and services should be understood as a process with two major steps – the first and second moments of truth.Design/methodology/approach – An investigation of the service perspective and packaging is made based on a literature review. Empirical examples are then presented from an interview study of people working with packaging-related issues at Procter & Gamble, Schwarzkopf & Henkel, Procordia Food, and Coop. The relationship between theory/concepts and research in the paper can be described in terms of extension and emergent.Findings – Consumers evaluate quality when they purchase an offering and when they consume it. Using the terminology of the present paper, this means that the perception of quality is created at both the first and second moments of truth. The first moment of truth is about obtaining customers’ attention and communicating the benefits of an offer. The second moment of truth is about providing the tools the customer needs to experience these benefits when using the product. The combination of these two moments of truth makes up the total customer experience.Originality/value – This paper holds the potential to contribute to extending understanding of the service perspective and service encounters.

Genom att stimulera till ökad konkurrens inom järnvägssektorn skulle entreprenadsystemet vidareutvecklas till gagn för såväl huvudmän som entreprenörer och resenärer. Uppfattningarna om avregleringens konsekvenser går dock isär. Från vissa håll (ESO 2002) hävdas att avregleringen haft övervägande positiva effekter.  Kritikerna menar istället att många kunder klagar på sämre service och högre priser samt att den berörda personalen känner stress och otrygghet. I studien försöker jag mot bakgrund av de skilda uppfattningar som olika aktörer ger uttryck för lyfta fram olika förhållanden som bland annat kan kopplas till arbetskrav, inflytande och kommunikationsstrategier.

      Resultatet visar på en komplex bild när det gäller anställdas bedömning av effekterna av avreglering och bolagisering. Hos vissa grupper av anställda sätter man hoppet till att nya entreprenörer och en utökad konkurrens om såväl resenärer som personal ska bidra till billigare resor och en bättre arbetsmiljö. Hos andra har situationen lett till att det idag existerar en uppgiven inställning till avreglering, bolagisering och yrkets framtid. Förutom att upphandlingssystemet på ett mer eller mindre påtagligt sätt påverkat upplevelsen av trygghet och förutsägbarhet, tenderar det sätt på vilket arbetet är organiserat, hur ledningsstrukturen ser ut samt om organisationsstrukturen kan beskrivas som komplex eller enkel ha ett påtagligt inflytande på de anställdas upplevelse av arbetet.

The need for a more open and sustainable BOP approach in order to create sustainable solutionsfor the smallholders at the BOP requires the contributions of different actors: non-governmentalorganizations, entrepreneurs and multinational corporations. This can be achieved by exploringstrategies for development using the trade approach and by creating sustained competitivemarkets. These concepts are applied to a case study of a real business development initiative inSub-Saharan Africa; i.e. the context of the Export Promotion of Organic Products from Africa(EPOPA), the Kenya Organic Agriculture Network (KOAN) and Ideal Providence Farms (IPF).The study reveals that such initiatives can be used as an active tool for advancing smallholderfarmers and women by integrating them into a global value chain, leading to sustainabledevelopment, poverty alleviation, and value creation. This paper focuses on assessing thechallenges and opportunities and makes an original contribution to the study of shared value byexplicitly linking with the sustainable BOP thinking.

Purpose – The aim of this paper is to examine whether the process of organisational change inimplementing the environmental quality standard ISO 14001 can act as a driving force for sustainabledevelopment (SD) and value creation.

Design/methodology/approach – The paper first presents an analysis of the concepts of: the ISO14000 environmental management system (EMS); SD; values-based value creation; and service quality.These concepts are then applied in a case study of organisational change at Flu¨gger AB (Sweden), acompany that has undergone a comprehensive transformation process based on ISO 14001 over aperiod of more than ten years.

Findings – The study reveals that ISO 14001 certification can be used as an active tool for promotingcomprehensive organisational changes leading to SD and value creation.

Research limitations/implications – The single case-study design of the present research doesnot enable empirical generalisations to be made. Future research in this area should focus ongeneralising the present findings by studying the development and integration of values-basedthinking in other empirical settings.

Practical implications – The study provides useful insights into the successful adoption of ISO14000 EMS as an active tool for SD and value creation.

Originality/value – The paper makes an original contribution to the study of holistic organisationalchange by explicitly linking the adoption of an EMS with values-based thinking and sustainability.

In the new millennium the ideas of New Public Management (NPM) have become more and more popular within the public sector and its health care. NPM is a management philosophy that, among other things, aims at making public organizations more business like. The study explores the encounter between the organizational practice and an NPM idea, the idea of quality, at Landstinget in Värmland (LiV). More precisely the study aims at contributing to the discourse on effects of institutionalization as well as to knowledge on the process of local institutionalization. Another purpose of the study is to contribute to quality development in organizations.

In order to do this, a project of quality (LiV 2002) at LiV is followed in time and space. In the empirical section three actor groups are identified, the new management, the old officials and the health care personnel. Between the old officials and the new management, and between the health care personnel and the new management conflicts burst out. The reason for these conflicts is, among other things, the actor groups’ diverging cultural conceptions.

In the conclusion the idea of quality is, to a certain extent, found to be institutionalized in the formal structure of LiV. But the greater part of the actors’ action and thought schemes are unaffected. However, the actors at LiV are not fully unaffected by the idea of quality. It is argued that the cultural conceptions of the old officials and the health care personnel are reproduced during the work on quality. In the discussion concerning contributions, a model for studying local institutionalization from the perspective of sensemaking is put forward. It is argued that the model enables students of local institutionalization to focus on the cognitive micro processes of institutionalization. In the discussion on quality development, the focus is on difficulties and obstacles with quality development. These are found to be cultural conceptions, preservative sensemaking, processes of translation and that most public organizations are arena organizations.

Denna undersökning behandlar ämnet medarbetarinvolvering inomtjänsteinnovation och genomfördes på Selma Spa i Sunne.

Vi har använt en kvalitativ metod där empirin är uppbyggd av djupgående intervjuer. Studien syftar till att undersöka huruvida frontpersonalen på SelmaSpa är delaktiga i tjänsteinnovationsprocesser på företaget. Fokus kommer att riktas mot huruvida den interna kommunikationen fungerar och påverkar innovationsklimatet på Selma Spa. Teorin i studien har inhämtats via vetenskapliga artiklar och litteratur inom området tjänsteinnovation.

Av empiriska skäl så fick frågeställningarna under studiens gång utvidgas, då data visade att frontpersonalen var omedvetna om hur Selma Spas strategi och vision såg ut. Detta påverkar enligt teorin graden av involvering hos frontpersonalen i innovationsprocesser och är därav relevant för denna studie.

Analysen visade att den interna kommunikationen på Selma Spa skulle kunna förbättras avsevärt. Kombinationen av bristerna i den interna kommunikationen och den strategiska omedvetenheten som förelåg hos frontpersonalen gjorde att författarna ansåg sig kunna påvisa att medarbetarinvolveringen på Selma Spa till viss del var av bristande karaktär.

Vid slutdatumet av studien fanns dock indikationer på att Selma Spa skulle försöka att komma tillrätta med sina problem.