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  • 1.
    Aal, Kotaiba Abdul
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Di Pietro, Laura
    Roma Tre University, Rome, Italy.
    Edvardsson, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Renzi, Maria Francesca
    Roma Tre University, Rome, Italy.
    Guglielmetti Mugion, Roberta
    Roma Tre University, Rome, Italy.
    Innovation in service ecosystems: An empirical study of the integration of values, brands, service systems and experience rooms2016In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 27, no 4, p. 619-651Article in journal (Refereed)
    Abstract [en]

    Purpose – The purpose of this paper is to extend the understanding of innovation in service ecosystems by focussing on the role of values resonance in relation to the integration of brands, service systems and experience rooms.

    Design/methodology/approach – An empirical, explorative case study of an innovative service system is carried out using a narrative approach and presented in the form of a saga.

    Findings – Insights gleaned from the empirical study are used for conceptual developments. Analysis of the empirical case study is presented as four lessons linked to values, brands, service systems and experience rooms.

    Originality/value – The paper extends a conceptual framework of innovative resource integration in service ecosystems. The paper also contributes four propositions to inform theory: values resonance is a basis for service innovation, the innovative integration of brands based on values resonance can foster innovation, the integration of resources across service system boundaries grounded in values resonance can enable innovation and the integration of experience rooms into a coherent servicescape based on values resonance can support novel forms of resource integration and value co-creation efforts in service ecosystems.

    Keywords Service-dominant logic, Brands, Service innovation, Resource integration, Service ecosystem, Values resonance

    Paper type Research paper

  • 2.
    Alkire (nee Nasr), Linda
    et al.
    Texas State Univ, Dept Mkt, San Marcos, TX 78666 USA..
    Mooney, Christine
    Northern Illinois Univ, De Kalb, IL 60115 USA..
    Gur, Furkan A.
    Northern Illinois Univ, De Kalb, IL 60115 USA..
    Kabadayi, Sertan
    Fordham Univ, Gabelli Sch Business, Dept Mkt, New York, NY 10023 USA..
    Renko, Maija
    Depaul Univ, Driehaus Coll Business, Chicago, IL 60604 USA..
    Vink, Josina
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Cty Council Varmland, Experio Lab, Karlstad, Sweden.;Oslo Sch Architecture & Design, Oslo, Norway..
    Transformative service research, service design, and social entrepreneurship An interdisciplinary framework advancing wellbeing and social impact2020In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 31, no 1, p. 24-50Article in journal (Refereed)
    Abstract [en]

    Purpose The purpose of this paper is to provide an interdisciplinary framework bridging service design and social entrepreneurship with transformative service research (TSR) to create greater synergetic effects to advance wellbeing and drive social impact. Design/methodology/approach This research provides an interdisciplinary review and synthesis of literature to establish a basis for a conceptual framework advancing human wellbeing and driving social impact. Findings The overarching framework created incorporates various concepts, methods and tools across the three research domains. At the core of the framework is the ultimate goal of multilevel wellbeing and social impact. The core is subsequently supported by established social entrepreneurship concepts and strategies: prosocial motivation, hybrid identity, social bricolage, entrepreneurial thinking, community engagement, business model design and innovative delivery. The implementation of these concepts could benefit from the methods and tools used in service design, such as: design probes, service blueprints, appreciative inquiry, contextual interviews, actor maps, sustainable business model canvas and service prototyping. Originality/value By bridging literature in TSR, service design and social entrepreneurship, this paper provides service managers with a framework to guide scalable systemic solutions for service organizations interested in advancing human wellbeing and driving social impact.

  • 3.
    Andreassen, Tor Wallin
    et al.
    Norwegian Sch Econ, Ctr Serv Innovat, Bergen, Norway..
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Lervik-Olsen, Line
    Norwegian Sch Econ, Ctr Serv Innovat, Bergen, Norway.;Norwegian Business Sch, Oslo, Norway..
    Parasuraman, A.
    Univ Miami, Sch Business, Coral Gables, FL 33124 USA..
    McColl-Kennedy, Janet R.
    Univ Queensland, UQ Business Sch, Brisbane, Qld, Australia..
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Colurcio, Maria
    Univ Magna Graecia Catanzaro Italy, Catanzaro, Italy..
    Linking service design to value creation and service research2016In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 27, no 1, p. 21-29Article in journal (Refereed)
    Abstract [en]

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

  • 4.
    Bolton, Ruth N.
    et al.
    Arizona State Univ, WE Carey Sch Business, Tempe, AZ 85287 USA..
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. BI Norwegian Sch Management, Oslo, Norway.
    McColl-Kennedy, Janet
    Univ Queensland, Sch Business, Brisbane, Qld, Australia..
    Sirianni, Nancy J.
    Northeastern Univ, DAmoreMcKim Sch Business, Boston, MA 02115 USA..
    Tse, David K.
    Univ Hong Kong, Chinese Management Ctr, Sch Business, Hong Kong, Hong Kong, Peoples R China..
    Small details that make big differences: A radical approach to consumption experience as a firm's differentiating strategy2014In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 25, no 2, p. 253-274Article in journal (Refereed)
    Abstract [en]

    Purpose - Service organizations and marketers have focussed too much of their energy on their core service's performance and too little emphasis on designing a customer journey that enhances the entire customer experience. There is nothing wrong with firms seeking continuous improvement in service quality and customer satisfaction. These efforts are needed for firms to be competitive in the marketplace. The problem occurs when performance levels and service offerings become too similar within an industry, so that price is the only competitive weapon that remains. The purpose of this paper is to argue that in order to break this deadlock, companies need to focus on the small details that make big differences to customers. Design/methodology/approach - The paper builds on interviews with executives in successful service organizations. It provides an analysis of differentiation strategies in diverse service organizations across consumption contexts, nations and cultures around the world. Findings - The paper develops three research propositions and argues for radical approaches to help service organizations truly understand customers and provide service experiences that engage and delight them. The paper argues that the new challenge for marketing is to help companies find and implement these small details to make a large impact on the overall customer experience. Originality/value - In order to truly understand the customer experience, the paper need a holistic view of all interactions customers have with a company. The paper need to understand the customer-firm interactions at all touch points, that is, during search, purchase, consumption and post-consumption. Customer experience involves the customers' cognitive, affective, emotional, social and sensory responses to the firm. The originality of this research lies in the focus on the small details that make a difference to customers during the service process rather than in the final outcome of the service performance.

  • 5.
    Bolton, Ruth N.
    et al.
    Arizona State University, USA.
    McColl-Kennedy, Janet R.
    The University of Queensland, Australia.
    Cheung, Lilliemay
    The University of Queensland, Australia.
    Gallan, Andrew
    DePaul University, USA.
    Orsingher, Chiara
    University of Bologna, Italy.
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Linköpings Universitet, Sweden.
    Zaki, Mohamed
    University of Cambridge, UK.
    Customer experience challenges: bringing together digital, physical and social realms2018In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 29, no 5, p. 776-808Article in journal (Refereed)
    Abstract [en]

    Purpose The purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers experiences involving new technology-enabled services, such as digital twins and automated social presence (i.e. virtual assistants and service robots). Design/methodology/approach Future customer experiences are conceptualized within a three-dimensional space - low to high digital density, low to high physical complexity and low to high social presence - yielding eight octants. Findings The conceptual framework identifies eight dualities, or specific challenges connected with integrating digital, physical and social realms that challenge organizations to create superior customer experiences in both business-to-business and business-to-consumer markets. The eight dualities are opposing strategic options that organizations must reconcile when co-creating customer experiences under different conditions. Research limitations/implications A review of theory demonstrates that little research has been conducted at the intersection of the digital, physical and social realms. Most studies focus on one realm, with occasional reference to another. This paper suggests an agenda for future research and gives examples of fruitful ways to study connections among the three realms rather than in a single realm. Practical implications This paper provides guidance for managers in designing and managing customer experiences that the authors believe will need to be addressed by the year 2050. Social implications This paper discusses important societal issues, such as individual and societal needs for privacy, security and transparency. It sets out potential avenues for service innovation in these areas. Originality/value The conceptual framework integrates knowledge about customer experiences in digital, physical and social realms in a new way, with insights for future service research, managers and public policy makers.

  • 6.
    Bolton, Ruth N.
    et al.
    Arizona State Univ, AZ 85287 USA.
    McColl-Kennedy, Janet R.
    Univ Queensland, Australia.
    Cheung, Lilliemay
    Univ Queensland, Australia.
    Gallan, Andrew
    Depaul Univ, IL 60604 USA.
    Orsingher, Chiara
    Univ Bologna, Italy.
    Witell, Lars
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences. Karlstad Univ, Sweden.
    Zaki, Mohamed
    Univ Cambridge, England.
    Customer experience challenges: bringing together digital, physical and social realms2018In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 29, no 5, p. 776-808Article in journal (Refereed)
    Abstract [en]

    Purpose The purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers experiences involving new technology-enabled services, such as digital twins and automated social presence (i.e. virtual assistants and service robots). Design/methodology/approach Future customer experiences are conceptualized within a three-dimensional space - low to high digital density, low to high physical complexity and low to high social presence - yielding eight octants. Findings The conceptual framework identifies eight dualities, or specific challenges connected with integrating digital, physical and social realms that challenge organizations to create superior customer experiences in both business-to-business and business-to-consumer markets. The eight dualities are opposing strategic options that organizations must reconcile when co-creating customer experiences under different conditions. Research limitations/implications A review of theory demonstrates that little research has been conducted at the intersection of the digital, physical and social realms. Most studies focus on one realm, with occasional reference to another. This paper suggests an agenda for future research and gives examples of fruitful ways to study connections among the three realms rather than in a single realm. Practical implications This paper provides guidance for managers in designing and managing customer experiences that the authors believe will need to be addressed by the year 2050. Social implications This paper discusses important societal issues, such as individual and societal needs for privacy, security and transparency. It sets out potential avenues for service innovation in these areas. Originality/value The conceptual framework integrates knowledge about customer experiences in digital, physical and social realms in a new way, with insights for future service research, managers and public policy makers.

  • 7.
    Bowen, David E.
    et al.
    Arizona State University, USA.
    Fisk, Raymond P.
    ServCollab, USA; Texas State University, USA.
    Bateson, John E.G.
    University of London, UK.
    Berry, Leonard L.
    Texas A&M University, USA.
    Bitner, Mary Jo
    Arizona State University, USA.
    Brown, Stephen W.
    Arizona State University, USA.
    Chase, Richard B.
    University of Southern California, USA.
    Edvardsson, Bo
    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).
    Grönroos, Christian
    Hanken School of Economics, Finland.
    Parasuraman, A.
    University of Miami, USA; Coral Gables, Florida, USA.
    Schneider, Benjamin
    University of Maryland at College Park, USA.
    Zeithaml, Valarie A.
    The University of North Carolina at Chapel Hill, USA.
    Learning from the pioneering founders of the service research field2023In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 34, no 4, p. 605-630Article in journal (Refereed)
    Abstract [en]

    Purpose: A small group of pioneering founders led the creation and early evolution of the service research field. Decades later, this article shares timeless service wisdom from ten of those pioneering founders. Design/methodology/approach: Bowen and Fisk specified three criteria by which to identify a pioneering founder. In total, 11 founders met the criteria (Bateson, Berry, Bitner, Brown, Chase, Edvardsson, Grönroos, Gummesson, Parasuraman, Schneider and Zeithaml) and were invited to join Bowen and Fisk – founders that also met the criteria as coauthors. Ten founders then answered a set of questions regarding their careers as service scholars and the state of the field. Findings: Insightful reflections were provided by each of the ten pioneering founders. In addition, based on their synthesis of the reflections, Bowen and Fisk developed nine wisdom themes for service researchers to consider and to possibly act upon. Originality/value: The service research field is in its fifth decade. This article offers a unique way to learn directly from the pioneering founders about the still-relevant history of the field, the founders’ lives and contributions as service scholars and the founders’ hopes and concerns for the service research field.

  • 8.
    Breidbach, Christoph
    et al.
    Univ Melbourne, Australia.
    Choi, Sunmee
    Yonsei Univ, South Korea.
    Ellway, Benjamin
    Univ Canberra, Australia.
    Keating, Byron W.
    Australian Natl Univ, Australia.
    Kormusheva, Katerina
    Australian Natl Univ, Australia.
    Kowalkowski, Christian
    Linköping University, Department of Management and Engineering, Industrial Economics. Linköping University, Faculty of Science & Engineering. Hanken Sch Econ, Finland.
    Lim, Chiehyeon
    Ulsan Natl Inst Sci and Technol, South Korea.
    Maglio, Paul
    Univ Calif Merced, CA USA.
    Operating without operations: how is technology changing the role of the firm?2018In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 29, no 5, p. 809-833Article in journal (Refereed)
    Abstract [en]

    Purpose The purpose of this paper is to analyze the history and future of service operations, with the goal to identify key theoretical and technological advances, as well as fundamental themes that can help to imagine the future of service operations in 2050. Design/methodology/approach A review of the service operations literature was undertaken to inform a discussion regarding the role that technology will play in the future of service operations. Findings The future of service operations is framed in terms of three key themes - complexity, orchestration, and elasticity. The paper makes three contributions to the service science literature by: reviewing key themes underpinning extant service operations research to frame future trajectories of service operations research; elaborating a vision of service operations in 2050 based on history and technology; and outlining a research agenda for future service operations. Practical implications The case of service automation is used to provide an illustration of how the three themes converge to define future service operations, and in particular, to show how technology is recasting the role of the firm. Originality/value Service operations in the next 30 years will be very different from what it was in the past 30 years. This paper differs from other review papers by identifying three key themes that will characterize and instill new insights into the future of service operations research.

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  • 9.
    Brodie, Roderick J.
    et al.
    Univ Auckland, Sch Business, Dept Mkt, Auckland 1, New Zealand..
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Enhancing theory development in service research2016In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 27, no 1, p. 2-8Article in journal (Other academic)
    Abstract [en]

    Purpose - The purpose of this paper is to explore enhancing theory development in service research and provide an overview of the five essays on theorizing initiated by the International Network for Service Research workshop, held at Karlstad, Sweden in September 2014. Design/methodology/approach - A collaborative theorizing process which was initiated at the Karlstad, Sweden workshop. Findings - Six (five from the event and the introduction) original and provocative essays that explore different aspects of theorizing in service research. Originality/value - Exploring how a collaborative approach to research can be used.

  • 10.
    Chen, Tom
    et al.
    University of Canberra, AUS; Australian National University, AUS; University of Newcastle, AUS.
    Dodds, Sarah
    Massey University, NZL.
    Finsterwalder, Jorg
    University of Canterbury, NZL.
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Linköpings universitet .
    Cheung, Lilliemay
    University of Queensland, AUS.
    Falter, Mareike
    University of Hohenheim, DEU.
    Garry, Tony
    University of Otago, NZL.
    Snyder, Hannah
    Norwegian Business School, NOR.
    McColl-Kennedy, Janet R.
    The University of Queensland, AUS.
    Dynamics of wellbeing co-creation: a psychological ownership perspective2021In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 32, no 3, p. 383-406Article in journal (Refereed)
    Abstract [en]

    Purpose People are responsible for their wellbeing, yet whether they take ownership of their own or even others' wellbeing might vary from actor to actor. Such psychological ownership (PO) influences the dynamics of how wellbeing is co-created, particularly amongst actors, and ultimately determines actors' subjective wellbeing. The paper's research objective pertains to explicating the concept of the co-creation of wellbeing and conceptualizing the dynamics inherent to the co-creation of wellbeing with consideration of the influences of all involved actors from a PO perspective. Design/methodology/approach To provide a new conceptualization and framework for the dynamics of wellbeing co-creation, this research synthesizes wellbeing, PO and value co-creation literature. Four healthcare cases serve to illustrate the effects of engaged actors' PO on the co-creation of wellbeing. Findings The derived conceptual framework of dynamic co-creation of wellbeing suggests four main propositions: (1) the focal actor's wellbeing state is the intangible target of the focal actor's and other engaged actors' PO, transformed throughout the process of wellbeing co-creation, (2) PO over the focal actor's wellbeing state is subject to the three interrelated routes of exercising control, investing in the target, and intimately knowing the target, which determine the instigation of wellbeing co-creation, (3) the level of PO over the focal actor's wellbeing state can vary, influence and be influenced by the extent of wellbeing co-creation, (4) the co-creation of wellbeing, evoked by PO, is founded on resource integration, which influences the resources-challenges equilibrium of focal actor and of all other engaged actors, affecting individual subjective wellbeing. Originality/value This article provides a novel conceptual framework that can shed new light on the co-creation of wellbeing in service research. Through the introduction of PO the transformation of lives and wellbeing can be better understood.

  • 11.
    Chen, Tom
    et al.
    Univ Canberra, Australia; Australian Natl Univ, Australia; Australian Natl Univ, Australia; Univ Newcastle, Australia.
    Dodds, Sarah
    Massey Univ, New Zealand.
    Finsterwalder, Jorg
    Univ Canterbury, New Zealand.
    Witell, Lars
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences. Karlstads Univ, Sweden.
    Cheung, Lilliemay
    Univ Queensland, Australia.
    Falter, Mareike
    Univ Hohenheim, Germany.
    Garry, Tony
    Univ Otago, New Zealand.
    Snyder, Hannah
    BI Norwegian Business Sch, Norway.
    McColl-Kennedy, Janet R.
    Univ Queensland, Australia.
    Dynamics of wellbeing co-creation: a psychological ownership perspective2020In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 32, no 3, p. 383-406Article in journal (Refereed)
    Abstract [en]

    Purpose People are responsible for their wellbeing, yet whether they take ownership of their own or even others wellbeing might vary from actor to actor. Such psychological ownership (PO) influences the dynamics of how wellbeing is co-created, particularly amongst actors, and ultimately determines actors subjective wellbeing. The papers research objective pertains to explicating the concept of the co-creation of wellbeing and conceptualizing the dynamics inherent to the co-creation of wellbeing with consideration of the influences of all involved actors from a PO perspective. Design/methodology/approach To provide a new conceptualization and framework for the dynamics of wellbeing co-creation, this research synthesizes wellbeing, PO and value co-creation literature. Four healthcare cases serve to illustrate the effects of engaged actors PO on the co-creation of wellbeing. Findings The derived conceptual framework of dynamic co-creation of wellbeing suggests four main propositions: (1) the focal actors wellbeing state is the intangible target of the focal actors and other engaged actors PO, transformed throughout the process of wellbeing co-creation, (2) PO over the focal actors wellbeing state is subject to the three interrelated routes of exercising control, investing in the target, and intimately knowing the target, which determine the instigation of wellbeing co-creation, (3) the level of PO over the focal actors wellbeing state can vary, influence and be influenced by the extent of wellbeing co-creation, (4) the co-creation of wellbeing, evoked by PO, is founded on resource integration, which influences the resources-challenges equilibrium of focal actor and of all other engaged actors, affecting individual subjective wellbeing. Originality/value This article provides a novel conceptual framework that can shed new light on the co-creation of wellbeing in service research. Through the introduction of PO the transformation of lives and wellbeing can be better understood.

  • 12.
    Chipp, Kerry
    KTH, School of Industrial Engineering and Management (ITM).
    When is your call important to us?In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826Article in journal (Refereed)
    Abstract [en]

    Purpose:

    A widespread narrative is that consumers are empowered, a condition attained from technology. Empirical results have been mixed. Despite a growing interest in consumer power, service dominant logic only addresses agency, not power. The current paper reviews how SD-logic can accommodate power.

     

    Design/methodology/approach:

     A conceptual paper

     

    Findings:

    Different conceptions of power are reviewed, amongst which discursive power is argued as the most compatible with SD-logic. The relationship between agency, power and the institutional context is discussed. Power is then argued as accessed at three levels: macro, meso and micro.

     

    Originality/value:

    The paper demonstrates how SD-logic can incorporate discursive notions of power. Three concepts of resourceness are developed: resource assets, resource deficits and resource compensation. Seven propositions are put forward.

     

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  • 13.
    Ciuchita, Robert
    et al.
    Hanken School of Economics, Finland.
    Gummerus, Johanna Katariina
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Hanken School of Economics, Finland.
    Holmlund, Maria
    Hanken School of Economics, Finland.
    Linhart, Eva Larissa
    Bynd GmbH, Germany; VU Amsterdam, Netherlands.
    Programmatic advertising in online retailing: Consumer perceptions and future avenues2023In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 34, no 2, p. 231-255Article in journal (Refereed)
    Abstract [en]

    Purpose Digital advertising enables retailers to rely on large volumes of data on consumers and even leverage artificial intelligence (AI) to target consumers online with personalised and context-aware advertisements. One recent example of such advertisements is programmatic advertising (PA), which is facilitated by automatic bidding systems. Given that retailers are expected to increase their use of PA in the future, further insights on the pros and cons of PA are required. This paper aims to enhance the understanding of the implications of PA use for retailers. Design/methodology/approach A theoretical overview is conducted that compares PA to traditional advertising, with an empirical investigation into consumer attitudes towards PA (an online survey of 189 consumers using an experimental design) and a research agenda. Findings Consumer attitudes towards PA are positively related to attitudes towards the retailer. Further, perceived ad relevance is positively related to attitudes towards PA, which is moderated by (1) consumer perceptions of risks related to sharing their data with retailers online and (2) consumer perceptions of AI's positive potential. Surprisingly, the disclosed use of AI for PA does not significantly influence consumer attitudes towards PA. Originality/value This paper contributes to the literature on technology-enabled services by empirically demonstrating that ad relevance drives consumer attitudes towards PA. This paper further examines two contingencies: risk beliefs related to data (i.e. the source of PA) and perceptions of AI (i.e. the somewhat nebulous technology associated with PA) as beneficial. A research agenda illuminates central topics to guide future research on PA in retailing.

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  • 14.
    Di Pietro, Laura
    et al.
    Univ Roma Tre, Dept Business Studies, Rome, Italy.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. 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).
    Reynoso, Javier
    Renzi, Maria Francesca
    Toni, Martina
    Mugion, Roberta Guglielmetti
    A scaling up framework for innovative service ecosystems: lessons from Eataly and KidZania2018In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 29, no 1, p. 146-175Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this paper is to explore why innovative service ecosystems scale up, using a service-dominant logic lens. The focus is on identifying the key drivers of the scaling-up process as the basis for a new conceptual framework on the scaling up of service innovations. Design/methodology/approach - An inductive research design is used to zoom in on two innovative service ecosystems, Eataly and KidZania, to identify the key drivers that can explain why innovations scale up. For both companies, the triangulation of semi-structured interviews, archival sources and in-store observations is used as complementary data sets. Multiple investigators and multiple coders have been involved in the data collection, coding process and analysis. Findings - An extended conceptualization of service innovation is obtained, grounded in a framework of four drivers of scaling up: effectuation as the basis for creating the value proposition; sensing and adapting to local contexts; the reconfiguration and alignment of resources and forms for collaboration between actors; and values' resonance. Originality/value - This study represents one of the first empirical investigations of the key drivers of the scaling up process of service innovations. The paper contributes with a conceptualization of service innovation and why scaling-up processes emerge, emphasizing the existence of multiple constellations of four drivers.

  • 15. Diaz-Mendez, Montserrat
    et al.
    Gummesson, Evert
    Stockholm University, Faculty of Social Sciences, School of Business.
    Value co-creation and university teaching quality Consequences for the European Higher Education Area (EHEA)2012In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 23, no 4, p. 571-592Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this paper is to investigate value co-creation in assessing higher education (HE) teaching quality by acknowledging the influence of all interacting parties: teachers, students and general university service. The paper questions the appropriateness of student satisfaction surveys for assessing lecturer performance. Design/methodology/approach - By introducing co-creation and interaction between several stakeholders the paper deals with a complex problem which is best addressed through multiple approaches. The paper uses a literature review of HE quality together with empirical case study research of one university based on data from documents, student surveys and interviews with lecturers. The data are interpreted in the light of the recent theory of service (S-D) logic and many-to-many marketing. Findings - The paper highlights the complexity of HE service and recommends that EHEA assumes a co-creation perspective. Resources are provided by lecturers, students and university service which require an interactive approach through which the parties integrate these resources. The information asymmetry between lecturers and students invalidates student satisfaction surveys as an instrument to assess teaching quality. The complexity of HE teaching cannot be boiled down to a single number that forms the ground for comparison between lecturers. Originality/value - The paper offers a more valid perspective on HE quality by applying the concepts of value co-creation and resource integration. It shows that the current one-sided student evaluation of teachers is inadequate.

  • 16.
    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.
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    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.
    Emotions and Stability in Telecom-customer Relationships2009In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 20, no 2, p. 192-208Article in journal (Refereed)
  • 17.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Frow, Pennie
    Discipline of Marketing, University of Sydney, Sydney, Australia.
    Jaakkola, Elina
    Department of Marketing, Turku School of Economics, University of Turku, Turku, Finland.
    Keiningham, Timothy Lee
    Department of Marketing, Peter J. Tobin College of Business, St John’s University, New York, New York, USA and Rockbridge Associates Inc., Great Falls, Virginia, USA.
    Koskela-Huotari, Kaisa
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Mele, Cristina
    Department of Economics, Management and Institutions, University of Naples Federico II, Naples, Italy.
    Tombs, Alastair
    Business School, The University of Queensland, Brisbane, Australia.
    Examining how context change foster service innovation2018In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 29, no 5, p. 932-955Article in journal (Refereed)
    Abstract [en]

    Purpose – The purpose of this paper is to explore the role of context in service innovation by developing a conceptual framework that illuminates the key elements and trends in context change.

    Design/methodology/approach – The paper adopts a service ecosystem lens for understanding how elements and trends in context foster service innovation. A conceptual framework identifying the role of context change in fostering service innovation is developed and justified through illustrations across industry settings of health, retailing, banking and education.

    Findings – Context change is conceptualized by three trends – speed, granularity and liquification – that provide an analytical foundation for understanding how changes in the elements of context – space, resources and institutional arrangements – can foster service innovation. The analysis indicates emerging patterns across industries that allow exploring scenarios, grounded in emerging trends and developments in service innovation toward 2050.

    Practical implications – Managers are offered a framework to guide service innovation and help them prepare for the future. The paper also suggests areas for further research.

    Originality/value – The paper contributes with a new conceptualization of context change to identify and explain service innovation opportunities. Managers are offered a framework to guide service innovation and help them prepare for 2050. The paper also suggests areas for further service innovation research, zooming in on contextual changes to prepare for 2050.

  • 18.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    The International Research Symposium on Service Excellence in Management (QUIS)2014In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 25, no 4, p. 430-432Article in journal (Other academic)
  • 19.
    Edvardsson, Bo
    et al.
    Karlstad University, Sweden .
    Meiren, Thomas
    Fraunhofer Institute Ind Engn, Germany .
    Schaefer, Adrienne
    IBR University of Appl Science and Arts, Switzerland .
    Witell, Lars
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences.
    Having a strategy for new service development - does it really matter?2013In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 24, no 1, p. 25-44Article in journal (Refereed)
    Abstract [en]

    Purpose - The aim of this study is to investigate the role of key strategic factors in new service development (NSD). In particular, the role of service development strategy, a formalised development process, integrated development teams and customer co-creation were investigated and the results were compared with managers beliefs. less thanbrgreater than less thanbrgreater thanDesign/methodology/approach - The study used a sample of more than 500 service development projects to test a NSD conceptual model. Regression analysis was used to test the relative importance of the key strategic factors, and the results were compared with managers beliefs. less thanbrgreater than less thanbrgreater thanFindings - The results show that managers believe that customer co-creation is most important in order to succeed with NSD. However, contrary to management belief, a service development strategy is the "missing link" in improving NSD performance. In addition, the research highlighted an interaction effect between integrated development teams and customer co-creation, which means that project managers should focus on individual competencies on the development team and how they interact with customers throughout the NSD process. less thanbrgreater than less thanbrgreater thanOriginality/value - For a long time, NSD has failed to receive the attention it deserves, not just in practice but also in service research. This study shows that the number of new services put on the market and then withdrawn because of low sales remains as high as 43 per cent. This paper contributes knowledge on how to reduce the number of failures in NSD by pointing out the key strategic factors that influence NSD performance.

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  • 20.
    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).
    Meiren, Thomas
    Schäfer, Adrienne
    Witell, Lars
    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).
    Having a strategy for new service development: does it really matter?2013In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 24, no 1, p. 25-44Article in journal (Refereed)
    Abstract [en]

    Purpose – The aim of this study is to investigate the role of key strategic factors in new service development (NSD). In particular, the role of service development strategy, a formalised development process, integrated development teams and customer co-creation were investigated and the results were compared with managers' beliefs.

    Design/methodology/approach – The study used a sample of more than 500 service development projects to test a NSD conceptual model. Regression analysis was used to test the relative importance of the key strategic factors, and the results were compared with managers' beliefs.

    Findings – The results show that managers believe that customer co-creation is most important in order to succeed with NSD. However, contrary to management belief, a service development strategy is the “missing link” in improving NSD performance. In addition, the research highlighted an interaction effect between integrated development teams and customer co-creation, which means that project managers should focus on individual competencies on the development team and how they interact with customers throughout the NSD process.

    Originality/value – For a long time, NSD has failed to receive the attention it deserves, not just in practice but also in service research. This study shows that the number of new services put on the market and then withdrawn because of low sales remains as high as 43 per cent. This paper contributes knowledge on how to reduce the number of failures in NSD by pointing out the key strategic factors that influence NSD performance.

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    fulltext
  • 21.
    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.
    Ng, G
    Zhi Min, C
    Firth, R
    Ding, Y
    Does Service-Dominant Design Result in a Better Service System?2011In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 22, no 4, p. 540-556Article in journal (Refereed)
  • 22.
    Elg, Mattias
    et al.
    Linkoping University.
    Engstrom, Jon
    Linkoping University.
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Linkoping University.
    Poksinska, Bozena
    Linkoping University.
    Co-creation and learning in health-care service development2012In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 23, no 3, p. 328-343Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this study is to develop and evaluate a model for patient co-creation and learning based on diaries for use in health-care service development. In particular, the study aims to investigate the process of patient co-creation and different mechanisms through which health-care service providers can learn from the patient. Design/methodology/approach - The study is based on an action research approach. First, a development phase for patient co-creation and learning leading to a proposed model was conducted. Second, a test phase of the diary-based method was performed on 53 patients in three cases: orthopaedic care, rehabilitation care and gastroenterology care. Findings - The study suggests a model for co-creation and learning in health-care service development through three learning methods. First, the model may be used as a means for generating and collecting patient ideas; second, a single patient's story can be illustrated and can serve as incentive for health-care service development and creation of patient-centred care; finally, a larger number of diaries can be analysed and combined with patient surveys to provide a deeper understanding of how the patient experiences health care services. Originality/value - This study extends the research on diary-based methods as an operationalisation of co-creation in two ways. First, the study offers new and more diverse ways of using the rich material provided by customer diaries in the development of services. Second, the study suggests a co-creation approach of involving patients in health-care service development through patient diaries.

  • 23.
    Elg, Mattias
    et al.
    Linköping University, Department of Management and Engineering, Quality Technology and Management. Linköping University, The Institute of Technology.
    Engström, Jon
    Linköping University, Department of Management and Engineering, Quality Technology and Management. Linköping University, The Institute of Technology.
    Witell, Lars
    Linköping University, Department of Management and Engineering, Quality Technology and Management. Linköping University, The Institute of Technology.
    Poksinska, Bozena
    Linköping University, Department of Management and Engineering, Quality Technology and Management. Linköping University, The Institute of Technology.
    Co-­‐creation and learning in healthcare service development2012In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 23, no 3, p. 328-343Article in journal (Refereed)
    Abstract [en]

    Purpose - This study has the purpose of developing and evaluating a model for patient cocreation and learning based on diaries for use in healthcare service development. In particular, we investigate the process of patient co-creation and different mechanisms through which healthcare service providers can learn from the patient.

    Design/methodology/approach – The study is based on an action research approach. First, a development phase for patient co-creation and learning leading to a proposed model was conducted. Second, a test phase of the diary-based method was performed on 53 patients in three cases: orthopaedic care, rehabilitation care and gastroenterology care.

    Findings – We suggest a model for co-creation and learning in healthcare service development with three ways of learning. Firstly, the model may be used as a means for generating and collecting patient ideas; secondly, a single patient’s story can be illustrated, and serve as an incentive for healthcare service development and creation of patient-centred care; finally, a larger number of diaries can be analysed and combined with patient surveys to provide a deeper understanding of how the patient experiences health care services.

    Originality/value – This study extends the research on diary-based methods as an operationalisation of co-creation in two ways. Firstly, the study offers new and more diverse ways of using the rich material provided by customer diaries in the development of services. Secondly, the study suggests a co-creation approach of involving patients in healthcare service development through patient diaries.

  • 24.
    Engström, Jon
    et al.
    Stockholm University, Faculty of Social Sciences, Stockholm Business School.
    Norin, Olof
    de Gosson de Varennes, Serge
    Valtakoski, Aku
    Service design in healthcare: a segmentation-based approach2022In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 33, no 6, p. 50-78Article in journal (Refereed)
    Abstract [en]

    Purpose - The study aims to explore how segmentation as a methodology can be adapted to the healthcare context to provide a more nuanced understanding of the served population and to facilitate the design of patient-centric services.

    Design/methodology/approach - The study was based on a collaborative project with a national healthcare organization following the principles of action design research. The study describes the quantitative segmentation performed during the project, followed by a qualitative interview study of how segments correspond with patient behaviors in an actual healthcare setting, and service design workshops facilitated by segments. A number of design principles are outlined based on the learnings of the project.

    Findings - The segmentation approach increased understanding of patient variability within the service provider organization and was considered an effective foundation for modular service design. Patient characteristics and life circumstances were related to specific patterns of health behaviors, such as avoidance or passivity, or a persistent proactivity. These patterns influenced the patients' preferred value co-creation role and what type of support patients sought from the care provider.

    Practical implications - The proposed segmentation approach is immediately generalizable to further healthcare contexts and similar services: improved understanding of patients, vulnerable patients in particular, improves the fit and inclusivity of services.

    Originality/value - The segmentation approach to service design was demonstrated to be effective in a large-scale context. The approach allows service providers to design service options that improve the fit with individual patients' needs for support and autonomy. The results illuminate how patient characteristics influence health and value co-creation behaviors.

  • 25.
    Engström, Jon
    et al.
    Stockholm Univ, Sweden.
    Norin, Olof
    Capio StGoran Hosp, Sweden.
    de Varennes, Serge de Gosson
    Pricer, Sweden.
    Valtakoski, Aku
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences.
    Service design in healthcare: a segmentation-based approach2022In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 33, no 6, p. 50-78Article in journal (Refereed)
    Abstract [en]

    Purpose The study aims to explore how segmentation as a methodology can be adapted to the healthcare context to provide a more nuanced understanding of the served population and to facilitate the design of patient-centric services. Design/methodology/approach The study was based on a collaborative project with a national healthcare organization following the principles of action design research. The study describes the quantitative segmentation performed during the project, followed by a qualitative interview study of how segments correspond with patient behaviors in an actual healthcare setting, and service design workshops facilitated by segments. A number of design principles are outlined based on the learnings of the project. Findings The segmentation approach increased understanding of patient variability within the service provider organization and was considered an effective foundation for modular service design. Patient characteristics and life circumstances were related to specific patterns of health behaviors, such as avoidance or passivity, or a persistent proactivity. These patterns influenced the patients preferred value co-creation role and what type of support patients sought from the care provider. Practical implications The proposed segmentation approach is immediately generalizable to further healthcare contexts and similar services: improved understanding of patients, vulnerable patients in particular, improves the fit and inclusivity of services. Originality/value The segmentation approach to service design was demonstrated to be effective in a large-scale context. The approach allows service providers to design service options that improve the fit with individual patients needs for support and autonomy. The results illuminate how patient characteristics influence health and value co-creation behaviors.

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  • 26. Fyrberg, Anna
    et al.
    Jüriado, Rein
    Södertörn University, School of Business Studies.
    What about interaction?: Networks and brands as integrators within service-dominant logic2009In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 20, no 3-4, p. 420-432Article in journal (Refereed)
    Abstract [en]

    Purpose - This paper aims to increase the understanding of networks within the service-dominant logic (S-D logic) and to demonstrate the importance of interaction between network actors as a driving force behind the co-creation process. Design/methodology/approach - The paper uses rich empirical data from a travel industry network consisting of in-depth interviews and a survey of approximately 100 meetings professionals. Findings - The paper conceptualizes the key actors involved in the co-creation process as Brand Governor, Providers and Customers. In addition, it proposes an advancement of the service brand-relationship-value triangle introduced by Brodie et al by linking the key processes and actors in the triangle. It is found that the network approach provides a deeper understanding of how actors integrate with one another and how this interaction leads to co-created outcomes that can be translated into value. Research limitations/implications - Future research could employ empirical material from other studies to increase the reliability of the findings. In particular, the issues of trust and power among actors with regard to S-D logic are highlighted. Practical implications - The differences in power could be advantageous for the entire network because the actors are involved in exchange and constantly seeking balance between themselves. Originality/value - The paper extends the current debate on S-D logic, especially the co-creation of value, by highlighting the importance of networks.

  • 27.
    Gebauer, Heiko
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). ITEM-HSG, University of St Gallen, St Gallen, Switzerland.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Bjurklo, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    The Impact of Service Orientation in Corporate Culture on Business Performance in Manufacturing Companies2010In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 21, no 2, p. 237-259Article in journal (Refereed)
  • 28.
    Gebauer, Heiko
    et al.
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences. Eawag, Switzerland; Karlstad University, Sweden.
    Haldimann, Mirella
    Linköping University, Department of Management and Engineering. Linköping University, Faculty of Arts and Sciences. Eawag, Switzerland.
    Jennings Saul, Caroline
    Eawag, Switzerland; Karlstad University, Sweden.
    Competing in business-to-business sectors through pay-per-use services2017In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 28, no 5, p. 914-935Article in journal (Refereed)
    Abstract [en]

    Purpose - Despite the opportunities provided by pay-per-use (PPU) services, product companies in business-to-business sectors often fail to compete systematically by using them. The purpose of this paper is to explain how companies can avoid failures when it comes to PPU services. The paper describes the "seizing" capabilities needed to achieve the strategic objectives of PPU services. Design/methodology/approach - The research process is divided into a pilot and an in-depth study. Altogether, 17 companies participated in the study. Findings - The findings reveal that the seizing capabilities depend on the strategic objectives of PPU services. To expand the market share with PPU services, companies need to broaden the customer portfolio for PPU services, to align individual services within the entire service portfolio and to balance profits made by PPU services and other business lines. For strategic objectives such as rapid sales growth early in the market development and new market creation other seizing capabilities are required. Research limitations/implications - The findings are not generalizable, due to the use of a qualitative study. The study is restricted to product companies in the business-to-business sector. Practical implications - Managers often believe that extending and modularizing the service portfolio is beneficial. When achieving sales growth during the market development phase, these capabilities are in fact sometimes counterproductive. Practitioners have to look into the costs and benefits of setting-up their own financing company and working with banks. Social implications - PPU services contribute to a more sustainable consumption and make product design more resource-efficient. Originality/value - The study is original by virtue of systematically studying PPU services, providing a microfoundation for seizing capabilities and developing testable propositions for future research.

  • 29.
    Gebauer, Heiko
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Business Innovation for Sustainable Infrastructure Services Group, Department of Environmental Social Sciences, Eawag, Dübendorf, Switzerland).
    Haldimann, Mirella
    Business Innovation for Sustainable Infrastructure Services Group, Department of Environmental Social Sciences, Eawag, Dübendorf, Switzerland).
    Saul, Caroline Jennings
    Business Innovation for Sustainable Infrastructure Services Group, Department of Environmental Social Sciences, Eawag, Dübendorf, Switzerland.
    Competing in business-to-business sectors through pay-per-use services2017In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 28, no 5, p. 914-935Article in journal (Refereed)
    Abstract [en]

    Purpose - Despite the opportunities provided by pay-per-use (PPU) services, product companies in business-to-business sectors often fail to compete systematically by using them. The purpose of this paper is to explain how companies can avoid failures when it comes to PPU services. The paper describes the "seizing" capabilities needed to achieve the strategic objectives of PPU services. Design/methodology/approach - The research process is divided into a pilot and an in-depth study. Altogether, 17 companies participated in the study. Findings - The findings reveal that the seizing capabilities depend on the strategic objectives of PPU services. To expand the market share with PPU services, companies need to broaden the customer portfolio for PPU services, to align individual services within the entire service portfolio and to balance profits made by PPU services and other business lines. For strategic objectives such as rapid sales growth early in the market development and new market creation other seizing capabilities are required. Research limitations/implications - The findings are not generalizable, due to the use of a qualitative study. The study is restricted to product companies in the business-to-business sector. Practical implications - Managers often believe that extending and modularizing the service portfolio is beneficial. When achieving sales growth during the market development phase, these capabilities are in fact sometimes counterproductive. Practitioners have to look into the costs and benefits of setting-up their own financing company and working with banks. Social implications - PPU services contribute to a more sustainable consumption and make product design more resource-efficient. Originality/value - The study is original by virtue of systematically studying PPU services, providing a microfoundation for seizing capabilities and developing testable propositions for future research.

  • 30.
    Gummerus, Johanna
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Hanken, FIN.
    Mickelsson, Jacob
    Abo University, FIN.
    Trischler, Jakob
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Harkonen, Tuomas
    Kallan & Co, Helsinki, FIN.
    Gronroos, Christian
    Hanken. FIN.
    ActS - Service design based on human activity sets2021In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 32, no 6, p. 28-54Article in journal (Refereed)
    Abstract [en]

    Purpose This paper aims to develop and apply a service design method that allows for stronger recognition and integration of human activities into the front-end stages of the service design process. Design/methodology/approach Following a discussion of different service design perspectives and activity theory, the paper develops a method called activity-set mapping (ActS). ActS is applied to an exploratory service design project to demonstrate its use. Findings Three broad perspectives on service design are suggested: (1) the dyadic interaction, (2) the systemic interaction and (3) the customer activity perspectives. The ActS method draws on the latter perspective and focuses on the study of human activity sets. The application of ActS shows that the method can help identify and visualize sets of activities. Research limitations/implications The ActS method opens new avenues for service design by zooming in on the micro level and capturing the set of activities linked to a desired goal achievement. However, the method is limited to activities reported by research participants and may exclude unconscious activities. Further research is needed to validate and refine the method. Practical implications The ActS method will help service designers explore activities in which humans engage to achieve a desired goal/end state. Originality/value The concept of "human activity set" is new to service research and opens analytical opportunities for service design. The ActS method contributes a visualization tool for identifying activity sets and uncovering the benefits, sacrifices and frequency of activities.

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  • 31.
    Gummesson, Evert
    et al.
    Stockholm University, Faculty of Social Sciences, School of Business.
    Grönroos, Christian
    The emergence of the new service marketing: Nordic school perspectives2012In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 23, no 4, p. 479-497Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this paper is to offer a reflective account of the emergence of new marketing theory as seen through the lens of the Nordic School of Service. Design/methodology/approach - The paper is based on documents and the authors' self-lived history and current involvement (management action research). Findings - Northern European scholars, especially from Finland and Sweden, have felt free to design their own theory, at the same time collaborating internationally. Contributions include an early alert to services and business-to-business (B2B) marketing being neglected; dissatisfaction with service quality; that the service economy is more than the service sector; and the insight that relationship marketing and many-to-many network marketing better represent service reality. A novel service logic abandoning the divisive goods/services, B2B/B2C (business-to-consumer), and supplier/customer categories, based on commonalities and interdependencies is arriving. Nordic School methodology is characterised by induction, case study research, and theory generation, to better address complexity and ambiguity in favour of validity and relevance. In the 2000s, the synthesis provided by service-dominant (S-D) logic, IBM's service science, and network and systems theory have inspired a lively international dialogue. Research limitations/implications - The hegemony of the marketing management of mass-manufactured consumer goods was challenged when services entered the marketing agenda in the 1970s. During the 1980s and 1990s the differences been goods marketing and service marketing were explored and the understanding for relationships, networks and interaction developed. It gradually laid the ground for the integrated goods/services approach that is now the major challenge for service researchers and practitioners alike. Originality/value - It is unfortunate if developments of marketing in the USA are perceived as a universal standard for marketing. By studying contributions from many cultures and nations in other countries the paper enhances the understanding of the diversity of marketing. This article presents such a case from Northern Europe.

  • 32.
    Gummesson, Evert
    et al.
    Stockholm University, Faculty of Social Sciences, Stockholm Business School.
    Kuusela, Hannu
    Narvanen, Elina
    Reinventing marketing strategy by recasting supplier/customer roles2014In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 25, no 2, p. 228-240Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this paper is to propose that the recasting of supplier and customer roles reconfigures the role of marketing. Design/methodology/approach - A conceptual paper that suggests the need to rethink the role of marketing in the strategic decision making of companies. The study accesses recent theories of marketing, service and value and provides illustrative case examples. Findings - Consumers are progressively more active and the traditional supplier role of controlling consumers is less viable. The case examples show the variety of ways in which companies may adopt a new role in relation to customers and the market. The paper argues that adapting to this role change needs to take place at the highest level in the company and is the way to reinvent marketing strategy. This also necessitates marketing employing unconventional methodologies and relevant theory to address the complexity and ambiguity of current markets. Research limitations/implications - The paper is a conceptual paper restricted to supplier and customer roles, albeit set in a broader context of stakeholders. Practical implications - The marketing-oriented supplier of the future can design service systems and exert a certain control at the same time adapting to and supporting consumer initiatives through interaction in networks of stakeholder relationships. Originality/value - Stressing the new roles of consumers and suppliers; reinventing the role of marketing, breaking with conventional marketing research methodology.

  • 33.
    Gustafsson, Anders
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Brax, Saara
    Aalto Univ, Sch Sci & Technol, Business Innovat Technol BIT Res Ctr, Alto, Finland..
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Service infusion in manufacturing industries2010In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 21, no 5, p. 557-563Article in journal (Other academic)
  • 34.
    Gustafsson, Anders
    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.
    Brax, Saara
    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.
    Setting a research agenda for service business in manufacturing industries2010In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 21, no 5, p. 557-563Article in journal (Refereed)
  • 35.
    Gustafsson, Anders
    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).
    Högström, Claes
    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).
    Radnor, Zoe
    Univ Loughborough, Sch Business & Econ, Loughborough, Leics, England..
    Friman, Margareta
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Heinonen, Kristina
    Hanken Sch Econ, Dept Mkt, Helsinki, Finland..
    Jaakkola, Elina
    Univ Turku, Turku Sch Econ, Turku, Finland..
    Mele, Cristina
    Univ Naples Federico II, Dept Econ Management & Inst, Naples, Italy..
    Developing service research - paving the way to transdisciplinary research2016In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 27, no 1, p. 9-20Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this paper is to discuss how service, as an interdisciplinary area of research, can increase its potential for transdisciplinary contributions from the perspective of what signifies intra-, multi-, inter-, and transdisciplinary research. Design/methodology/approach - The essay first discusses common perspectives on the service concept before presenting a review on what signifies intra-, multi-, inter-, and transdisciplinary research. The emerging theoretical framework is followed by a discussion on the challenges and opportunities for service research in making interdisciplinary and transdisciplinary theoretical contributions. Findings - The research provides a typological framework for understanding intra-, multi-, inter-, and transdisciplinary service research and, implications related to how service research contributions can become increasingly inter- and transdisciplinary. Originality/value - The paper contributes to widening the scope of service research by focussing on how the domain can overcome hurdles and increase its potential for making theoretical contributions that are applicable across and beyond established research disciplines.

  • 36.
    Gustafsson, Anders
    et al.
    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.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Customer co-creation in service innovation: a matter of communication?2012In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 23, no 3, p. 311-327Article in journal (Refereed)
    Abstract [en]

    Purpose

    – Customer co-creation is becoming increasingly popular among companies, and intensive communication with customers is generally seen as a determinant of the success of a new service or product. The purpose of this study is to analyze customer co-creation based on four dimensions of communication – frequency, direction, modality, and content – in order to understand the value of customer co-creation in service innovation. One of the key aims of the study is to investigate whether all dimensions of customer co-creation have an effect on product and market success, and if the effect depends on the degree of innovativeness of a development project.

    Design/methodology/approach

    – The authors conducted a study including 334 managers with experience in new service and product development to examine how development projects applied customer co-creation in terms of communication in order to address future customer needs. Data were analyzed using partial least squares (PLS). The first analysis was performed with a sub-sample of 207 development projects regarding incremental innovations. A subsequent analysis was performed with a sub-sample of 77 development projects on radical innovations.

    Findings

    – A total of three of the four dimensions of customer co-creation (frequency, direction, and content) have a positive and equally significant effect on product success when developing incremental innovations. For radical innovations, frequency has a positive effect and content has a negative significant effect on product success. These findings suggest that co-creation and innovation can be combined, but that the choice of methods for co-creation differs depending on whether incremental or radical innovations are developed.

    Originality/value

    – Despite a general consensus that co-creation with customers is beneficial, there is a lack of agreement regarding how and why. The present article addresses this shortcoming and shows that co-creation is largely about communicating with customers in order to understand their future needs. On the other hand, a company working on radical innovations may wish to limit customer input that is too concrete or solution based.

  • 37.
    Gustafsson, Anders
    et al.
    Karlstad University, Sweden BI Norwegian School Management, Norway .
    Kristensson, Per
    Karlstad University, Sweden .
    Witell, Lars
    Linköping University, Department of Management and Engineering, Quality Technology and Management. Linköping University, The Institute of Technology.
    Customer co-creation in service innovation: a matter of communication?2012In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 23, no 3, p. 311-327Article in journal (Refereed)
    Abstract [en]

    Purpose - Customer co-creation is becoming increasingly popular among companies, and intensive communication with customers is generally seen as a determinant of the success of a new service or product. The purpose of this study is to analyze customer co-creation based on four dimensions of communication - frequency, direction, modality, and content - in order to understand the value of customer co-creation in service innovation. One of the key aims of the study is to investigate whether all dimensions of customer co-creation have an effect on product and market success, and if the effect depends on the degree of innovativeness of a development project. Design/methodology/approach - The authors conducted a study including 334 managers with experience in new service and product development to examine how development projects applied customer co-creation in terms of communication in order to address future customer needs. Data were analyzed using partial least squares (PIS). The first analysis was performed with a sub-sample of 207 development projects regarding incremental innovations. A subsequent analysis was performed with a sub-sample of 77 development projects on radical innovations. Findings - A total of three of the four dimensions of customer co-creation (frequency, direction, and content) have a positive and equally significant effect on product success when developing incremental innovations. For radical innovations, frequency has a positive effect and content has a negative significant effect on product success. These findings suggest that co-creation and innovation can be combined, but that the choice of methods for co-creation differs depending on whether incremental or radical innovations are developed. Originality/value - Despite a general consensus that co-creation with customers is beneficial, there is a lack of agreement regarding how and why. The present article addresses this shortcoming and shows that co-creation is largely about communicating with customers in order to understand their future needs. On the other hand, a company working on radical innovations may wish to limit customer input that is too concrete or solution based.

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  • 38.
    Guyader, Hugo
    et al.
    Department of Management and Engineering, Linkopings universitet, Linkoping, Sweden.
    Ottosson, Mikael
    Department of Management and Engineering, Linkopings universitet, Linkoping, Sweden.
    Frankelius, Per
    Department of Management and Engineering, Linkopings universitet, Linkoping, Sweden.
    Witell, Lars
    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). Linkopings universitet, Linkoping, Sweden.
    Identifying the resource integration processes of green service2019In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 31, no 4Article in journal (Refereed)
    Abstract [en]

    Purpose: The purpose of this paper is to improve the understanding of green service. In particular, the focus is on identifying homopathic and heteropathic resource integration processes that preserve or increase the resourceness of the natural ecosystem. Design/methodology/approach: Through an extensive multiple case study involving ten service providers from diverse sectors based on a substantial number of interviews, detailed accounts of green service are provided. Findings: Six resource integration processes were identified: reducing, recirculating, recycling, redistributing, reframing and renewing. While four of these processes are based on homopathic resource integration, both reframing and renewing are based on heteropathic resource integration. While homopathic processes historically constitute a green service by mitigating the impact of consumption on the environment, heteropathic resource integration increases the resourceness of the natural ecosystem through emergent processes and the (re)creation of natural resources. Research limitations/implications: The present study breaks away from the paradigm that “green service” is about reducing the negative environmental impact of existing services, toward providing a green service that expands biological diversity and other natural resources. Originality/value: Transformative service research on environmental sustainability is still in its infancy. The present study contributes through conceptualizing green service, redefining existing resource integration processes (reducing, recirculating, recycling) and identifying new resource integration processes (redistributing, reframing, renewing).

  • 39.
    Guyader, Hugo
    et al.
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences.
    Ottosson, Mikael
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences.
    Frankelius, Per
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences.
    Witell, Lars
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences. Karlstads Universitet, Karlstad, Sweden.
    Identifying the resource integration processes of green service2020In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 31, no 4, p. 839-859Article in journal (Refereed)
    Abstract [en]

    Purpose

    The purpose of this paper is to improve the understanding of green service. In particular, the focus is on identifying homopathic and heteropathic resource integration processes that preserve or increase the resourceness of the natural ecosystem.

    Design/methodology/approach

    Through an extensive multiple case study involving ten service providers from diverse sectors based on a substantial number of interviews, detailed accounts of green service are provided.

    Findings

    Six resource integration processes were identified: reducing, recirculating, recycling, redistributing, reframing and renewing. While four of these processes are based on homopathic resource integration, both reframing and renewing are based on heteropathic resource integration. While homopathic processes historically constitute a green service by mitigating the impact of consumption on the environment, heteropathic resource integration increases the resourceness of the natural ecosystem through emergent processes and the (re)creation of natural resources.

    Research limitations/implications

    The present study breaks away from the paradigm that “green service” is about reducing the negative environmental impact of existing services, toward providing a green service that expands biological diversity and other natural resources.

    Originality/value

    Transformative service research on environmental sustainability is still in its infancy. The present study contributes through conceptualizing green service, redefining existing resource integration processes (reducing, recirculating, recycling) and identifying new resource integration processes (redistributing, reframing, renewing).

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  • 40. Heinonen, Kristina
    et al.
    Strandvik, Tore
    Mickelsson, Karl-Jacob
    Edvardsson, Bo
    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. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Sundström, Erik
    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. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Andersson, Per
    A Customer-dominant Logic of Service2010In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, t, Vol. 21, no 4, p. 531-548Article in journal (Refereed)
    Abstract [en]

    Purpose – The paper seeks to introduce to a new perspective on the roles of customers and companies in creating value by outlining a customer-based approach to service. The customer's logic is examined in-depth as being the foundation of a customer-dominant (CD) marketing and business logic.

    Design/methodology/approach – The authors argue that both the goods- and service-dominant logic are provider-dominant. Contrasting the provider-dominant logic with CD logic, the paper examines the creation of service value from the perspectives of value-in-use, the customer's own context, and the customer's experience of service.

    Findings – Moving from a provider-dominant logic to a CD logic uncovered five major challenges to service marketers: company involvement, company control in co-creation, visibility of value creation, scope of customer experience, and character of customer experience.

    Research limitations/implications – The paper is exploratory. It presents and discusses a new perspective and suggests implications for research and practice.

    Practical implications – Awareness of the mechanisms of customer logic will provide businesses with new perspectives on the role of the company in their customers' lives. It is proposed that understanding the customer's logic should represent the starting-point for the company's marketing and business logic.

    Originality/value – The paper increases the understanding of how the customer's logic underpins the CD business logic. By exploring consequences of applying a CD logic, further directions for theoretical and empirical research are suggested.

  • 41.
    Henkel, Alexander P.
    et al.
    Open University, NLD.
    Caic, Martina
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Aalto Univ, FIN; Hanken School of Economics, FIN.
    Blaurock, Marah
    University of Hohenheim, DEU.
    Okan, Mehmet
    Artvin Coruh University, TUR.
    Robotic transformative service research: deploying social robots for consumer well-being during COVID-19 and beyond2020In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 31, no 6, p. 1131-1148Article in journal (Refereed)
    Abstract [en]

    Purpose Besides the direct physical health consequences, through social isolation COVID-19 affects a considerably larger share of consumers with deleterious effects for their psychological well-being. Two vulnerable consumer groups are particularly affected: older adults and children. The purpose of the underlying paper is to take a transformative research perspective on how social robots can be deployed for advancing the well-being of these vulnerable consumers and to spur robotic transformative service research (RTSR). Design/methodology/approach This paper follows a conceptual approach that integrates findings from various domains: service research, social robotics, social psychology and medicine. Findings Two key findings advanced in this paper are (1) a typology of robotic transformative service (i.e. entertainer, social enabler, mentor and friend) as a function of consumers' state of social isolation, well-being focus and robot capabilities and (2) a future research agenda for RTSR. Practical implications This paper guides service consumers and providers and robot developers in identifying and developing the most appropriate social robot type for advancing the well-being of vulnerable consumers in social isolation. Originality/value This study is the first to integrate social robotics and transformative service research by developing a typology of social robots as a guiding framework for assessing the status quo of transformative robotic service on the basis of which it advances a future research agenda for RTSR. It further complements the underdeveloped body of service research with a focus on eudaimonic consumer well-being.

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  • 42.
    Huikkola, Tuomas
    et al.
    School of Management, University of Vaasa, Vaasa, Finland.
    Kohtamäki, Marko
    Luleå University of Technology, Department of Social Sciences, Technology and Arts, Business Administration and Industrial Engineering. School of Management, University of Vaasa, Vaasa, Finland; USN Business School, University of South-Eastern Norway, Kongsberg, Norway.
    Rabetino, Rodrigo
    Department of Management, University of Vaasa, Vaasa, Finland.
    Makkonen, Hannu
    School of Marketing and Communications, University of Vaasa, Vaasa, Finland.
    Holtkamp, Philipp
    Innovation Office, University of Vaasa, Vaasa, Finland.
    Unfolding the simple heuristics of smart solution development2022In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 33, no 1, p. 121-142Article in journal (Refereed)
    Abstract [en]

    Purpose: The present study intends to foster understanding of how a traditional manufacturer can utilize the “simple rules” approach of managerial heuristics to facilitate its smart solution development (SSD) process.

    Design/methodology/approach: The study uses an in-depth single case research strategy and 25 senior manager interviews to understand the application of simple rules in smart solution development.

    Findings: The findings reveal process, boundary, preference, schedule, and stop rules as the dominant managerial heuristics in the case and identify how the manufacturer applies these rules during the innovation process phases of ideation, incubation, transformation, and industrialization for attaining project outcomes.

    Research limitations/implications: The study contributes to the new service development (NSD) literature by shedding light on simple rules and how managers may apply them to facilitate SSD. The main limitations stem from applying the qualitative case study approach and the interpretative nature of the study, which produces novel insights but prevents direct generalization to other empirical cases.

    Practical implications: The resulting framework provides guidelines for managers on how to establish formal and clear simple rules that enable industrial solution providers to approach decision-making in smart solution development in a more agile manner.

    Originality/value: The study comprises one of the first attempts to investigate managerial heuristics in the context of SSD and puts forward a plea for further NSD research applying psychological conceptualizations to enrich the simple rules perspective.

  • 43.
    Hunter-Jones, Philippa
    et al.
    University Liverpool, GBR.
    Line, Nathaniel
    Florida State University, USA.
    Zhang, Jie J.
    University of Victoria, CAN.
    Malthouse, Edward C.
    Northwestern University, USA.
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Linköping University.
    Hollis, Brooke
    Cornell University, USA..
    Visioning a hospitality-oriented patient experience (HOPE) framework in health care2020In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 31, no 5, p. 869-888Article in journal (Refereed)
    Abstract [en]

    Purpose This paper considers the question: what would happen if healthcare providers, like their counterparts in the hospitality industry, adopted the principles of customer experience management (CEM) in order to facilitate a more holistic and personalized patient experience? It proposes an alternative vision of the patient experience by adding to an emerging hospitality-healthcare literature base, this time focusing upon CEM. A hospitality-oriented patient experience (HOPE) framework is introduced, designed to enhance the patient experience across all the touchpoints of the healthcare journey. Design/methodology/approach This is a conceptual paper that draws upon three distinct literatures: hospitality literature; healthcare literature; and CEM literature. It utilizes this literature to develop a framework, the HOPE framework, designed to offer an alternative lens to understanding the patient experience. The paper utilizes descriptions of three unique patient experiences, one linked to chronic pain, a second to gastro issues and a third to orthopedic issues, to illustrate how adopting the principles of hospitality management, within a healthcare context, could promote an enhanced patient experience. Findings The main theoretical contribution is the development of the HOPE framework that brings together research on CEM with research on cocreative customer practices in health care. By selecting and connecting key ingredients of two separate research streams, this vision and paradigm provide an alternative lens into ways of addressing the key challenges in the implementation of person-centered care in healthcare services. The HOPE framework offers an actionable roadmap for healthcare organizations to realize greater understanding and to operationalize new ways of improving the patient experience. Originality/value This paper applies the principles of hospitality and CEM to the domain of health care. In so doing it adds value to a hospitality literature primarily focused upon extensive employee-customer relationships. To a healthcare literature seeking to more fully understand a person-centered care model typically delivered by a care team consisting of professionals and family/friends. And to a CEM literature in hospitality, which seeks to facilitate favorable employee-customer interactions. Connecting these separate literature streams enables an original conceptual framework, a HOPE framework, to be introduced.

  • 44.
    Hunter-Jones, Philippa
    et al.
    Univ Liverpool, England.
    Line, Nathaniel
    Florida State Univ, FL 32306 USA.
    Zhang, Jie J.
    Univ Victoria, Canada.
    Malthouse, Edward C.
    Northwestern Univ, IL USA.
    Witell, Lars
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences. Karlstad Univ, Sweden.
    Hollis, Brooke
    Cornell Univ, NY 10021 USA.
    Visioning a hospitality-oriented patient experience (HOPE) framework in health care2020In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 31, no 5, p. 869-888Article in journal (Refereed)
    Abstract [en]

    Purpose This paper considers the question: what would happen if healthcare providers, like their counterparts in the hospitality industry, adopted the principles of customer experience management (CEM) in order to facilitate a more holistic and personalized patient experience? It proposes an alternative vision of the patient experience by adding to an emerging hospitality-healthcare literature base, this time focusing upon CEM. A hospitality-oriented patient experience (HOPE) framework is introduced, designed to enhance the patient experience across all the touchpoints of the healthcare journey. Design/methodology/approach This is a conceptual paper that draws upon three distinct literatures: hospitality literature; healthcare literature; and CEM literature. It utilizes this literature to develop a framework, the HOPE framework, designed to offer an alternative lens to understanding the patient experience. The paper utilizes descriptions of three unique patient experiences, one linked to chronic pain, a second to gastro issues and a third to orthopedic issues, to illustrate how adopting the principles of hospitality management, within a healthcare context, could promote an enhanced patient experience. Findings The main theoretical contribution is the development of the HOPE framework that brings together research on CEM with research on cocreative customer practices in health care. By selecting and connecting key ingredients of two separate research streams, this vision and paradigm provide an alternative lens into ways of addressing the key challenges in the implementation of person-centered care in healthcare services. The HOPE framework offers an actionable roadmap for healthcare organizations to realize greater understanding and to operationalize new ways of improving the patient experience. Originality/value This paper applies the principles of hospitality and CEM to the domain of health care. In so doing it adds value to a hospitality literature primarily focused upon extensive employee-customer relationships. To a healthcare literature seeking to more fully understand a person-centered care model typically delivered by a care team consisting of professionals and family/friends. And to a CEM literature in hospitality, which seeks to facilitate favorable employee-customer interactions. Connecting these separate literature streams enables an original conceptual framework, a HOPE framework, to be introduced.

  • 45.
    Jaakkola, Elina
    et al.
    Univ Turku, Sch Econ, Dept Mkt, Turku, Finland..
    Meiren, Thomas
    Fraunhofer Inst Ind Engn, Dept New Serv Dev, Stuttgart, Germany..
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Linkoping Univ, Linkoping.
    Edvardsson, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Schfer, Adrienne
    Lucerne Univ Appl Sci & Arts, Dept Serv Management, Luzern, Switzerland..
    Reynoso, Javier
    Tecnol Monterrey, Dept Serv Management Res, San Pedro Garza Garcia, Mexico..
    Sebastiani, Roberta
    Univ Cattolica Sacro Cuore, Dept Econ & Business Management Sci, Milan, Italy..
    Weitlaner, Doris
    Campus 02 Univ Appl Sci, Dept Informat Technol & Business Informat, Graz, Austria..
    Does one size fit all?: New service development across different types of services2017In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 28, no 2, p. 329-347Article in journal (Refereed)
    Abstract [en]

    Purpose - The extant new service development (NSD) literature tends to assume that the key practices for NSD identified in one context apply for all services, and has failed to sufficiently consider differences in NSD between service types. The purpose of this paper is to explore the nature of NSD across different service types. Design/methodology/approach - An extensive, cross-sectoral survey was conducted in seven countries. Data from 1,333 NSD projects were analyzed to empirically derive a service typology and examine if and how different types of services vary in terms of NSD resources, practices, methods, and results. Findings - Based on six service characteristics, the study identifies four service types: routine-intensive, technology-intensive, contact-intensive, and knowledge-intensive services. The study also identifies specific NSD resources, practices, methods, and results that are prevalent across the service typology. The evidence indicates that the use of advanced practices and methods differs dramatically between service types. Practical implications - The paper enables practitioners to expand their current understanding on NSD by providing insights into the variability of NSD across service types. The results suggest that either service-type-specific models or a configurable model for NSD should be developed. Originality/value - This study provides one of the first empirically derived service typologies for NSD. The study demonstrates that NSD resources, practices, methods, and results differ across service types, thereby challenging the "one size fits all" assumption evident in current NSD research.

  • 46.
    Jaakkola, Elina
    et al.
    Department of Marketing, School of Economics, University of Turku, Turku, Finland.
    Meiren, Thomas
    Fraunhofer Institute for Industrial Engineering, Stuttgart, Germany.
    Witell, Lars
    Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences. Research Center, Karlstad University, Karlstad, Sweden.
    Edvardsson, Bo
    Research Center, Karlstad University, Karlstad, Sweden.
    Schäfer, Adrienne
    Lucerne University of Applied Sciences and Arts, Luzern, Switzerland.
    Reynoso, Javier
    Tecnologico de Monterrey, San Pedro Garza Garcia, Mexico.
    Sebastiani, Roberta
    Catholic University of Sacred Heart, Milan, Italy.
    Weitlaner, Doris
    Campus 02 University of Applied Sciences, Graz, Austria.
    Does one size fit all? New service development across different types of services.2017In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 28, no 2, p. 19p. 329-347Article in journal (Refereed)
    Abstract [en]

    Purpose The extant new service development (NSD) literature tends to assume that the key practices for NSD identified in one context apply for all services, and has failed to sufficiently consider differences in NSD between service types. The purpose of this paper is to explore the nature of NSD across different service types.Design/methodology/approach An extensive, cross-sectoral survey was conducted in seven countries. Data from 1,333 NSD projects were analyzed to empirically derive a service typology and examine if and how different types of services vary in terms of NSD resources, practices, methods, and results.Findings Based on six service characteristics, the study identifies four service types: routine-intensive, technology-intensive, contact-intensive, and knowledge-intensive services. The study also identifies specific NSD resources, practices, methods, and results that are prevalent across the service typology. The evidence indicates that the use of advanced practices and methods differs dramatically between service types.Practical implications The paper enables practitioners to expand their current understanding on NSD by providing insights into the variability of NSD across service types. The results suggest that either service-type-specific models or a configurable model for NSD should be developed.Originality/value This study provides one of the first empirically derived service typologies for NSD. The study demonstrates that NSD resources, practices, methods, and results differ across service types, thereby challenging the “one size fits all” assumption evident in current NSD research. [ABSTRACT FROM AUTHOR]

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  • 47.
    Jonas, Julia M.
    et al.
    Univ Erlangen Nurnberg, Inst Informat Syst, Nurnberg, Germany.
    Boha, Julian
    Univ Erlangen Nurnberg, Inst Informat Syst, Nurnberg, Germany.
    Sörhammar, David
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Moeslein, Kathrin M.
    Univ Erlangen Nurnberg, Inst Informat Syst, Nurnberg, Germany.
    Stakeholder engagement in intra- and inter-organizational innovation: Exploring antecedents of engagement in service ecosystems2018In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 29, no 3, p. 399-421Article in journal (Refereed)
    Abstract [en]

    Purpose: To further extend the understanding of multidimensional engagement of stakeholders embedded in service systems, the purpose of this paper is to explore the antecedents that constitute stakeholder engagement in inter-organizational service ecosystems where stakeholders co-create innovations over time.

    Design/methodology/approach: An explorative, longitudinal case study design is employed to analyze stakeholders' engagement in co-innovation in an inter-organizational service system in an engineering context.

    Findings: The study identifies eight antecedents for stakeholder engagement in innovation in the context of a B2B environment. Building on related engagement research, the empirical data show how stakeholder engagement is influenced at both individual and organizational levels by the antecedents friendship, common experiences, self-representation, trust, a common goal, resource dependency, level in the hierarchy, institutional arrangements, and local proximity.

    Originality/value; The paper extends current understanding of engagement and illuminates stakeholder engagement on a micro level, addressing four key issues for stakeholder engagement in a service ecosystem. How can stakeholder engagement be maintained over time? Does stakeholder engagement at specific hierarchical levels enhance or hinder inter-organizational co-innovation? Is strong engagement necessary for innovation activities? Are the different engagement antecedents linked?

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  • 48.
    Karpen, Ingo Oswald
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). University of Adelaide, Australia.
    Edvardsson, Bo
    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.
    Jaakkola, Elina
    University of Turku, Finland.
    Conduit, Jodie
    University of Adelaide, Australia.
    Circular service management: toward conceptual understanding and service research priorities for a more sustainable future2023In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 34, no 6, p. 50-69Article in journal (Refereed)
    Abstract [en]

    Purpose: Service managers increasingly strive to achieve sustainability through strategies centered on circularity. With a focus on saving, extending and (re)generating resources and their enclosing service systems, circularity can contribute to environmental, social and financial gains. Yet, the notion of circularity is surprisingly understudied in service research. This article seeks to provide an initial conceptual understanding of circular service management, introducing illustrative strategies and research priorities for circular service management. This paper provides a roadmap for scholars, practitioners and policymakers to develop a deeper understanding of the opportunities from adopting circular services. Design/methodology/approach: The authors explore the concept of circular service management by drawing upon existing literature on sustainability, circularity and service research. Strategies of circular service management and research priorities emerge on the basis of industry best practice examples and research on sustainability challenges and opportunities. Findings: Service researchers have largely ignored the concept and role of circularity for service businesses. Extant research on the topic nearly exclusively features in non-service journals and/or does not seek to advance service theory through circularity. This article argues that circular service management enables the implementation of service thinking in the pursuit of sustainability and outlines four types of circular service management strategies. Originality/value: The authors introduce the concept of circular service management and highlight the role of service research for designing and managing circular systems and operations. This article also offers a research agenda connecting managerial challenges and opportunities with key service research priorities for circular service management. This provides a roadmap for scholars, practitioners and policymakers to develop a deeper understanding of pursuing circular services, thereby contributing to a more sustainable future. 

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  • 49.
    Kindström, Daniel
    et al.
    Linköping University, Department of Management and Engineering, Industrial Economics. Linköping University, Faculty of Science & Engineering.
    Kowalkowski, Christian
    Department of Marketing, Hanken School of Economics, Helsinki, Finland.
    Brashear Alejandro, Thomas
    University of Massachusetts Amherst, Amherst, USA.
    Adding services to product-based portfolios: Adding services to product-based portfolios: An exploration of the implications for the sales function2015In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 26, no 3, p. 372-393Article in journal (Refereed)
    Abstract [en]

    Purpose: The objective of this research is to explore the implications for the sales function of the infusion of services by formerly product-based firms. In particular, it aims at identifying the changes that need to be made at the sales-function level if the services are to be successfully sold.Design/Methodology: This research is an exploratory qualitative case study. Data were collected by focus group discussions and in-depth interviews with relevant managers in three large multinational companies based in Northern Europe, which were pursuing service-led growth. Findings: The effects of service infusion processes on the sales function could be seen with respect to the three parts of the analytical framework: organization, roles, and competences. The results illustrate the need for a changed perspective with respect to all three parts, if a product-based firm is to be successful in the infusing of associated services into its portfolio of offerings. Analysis of the results identifies key operational initiatives that management needs to understand and implement when corporate and marketing strategies increasingly focus on service-led growth.Research limitations:The study was exploratory and vendor centric, which means that it did not quantitatively assess the results or directly involve the customers at whom the services were directed. Also, the choice of business-to-business firms limits the capacity to generalize the findings. Originality/Value:Whereas relationship-based and value-based selling are approaches more geared to the sales-force level, the study reported in this paper set out to understand fundamental differences at the sales-function level when firms pursue service-led growth. The findings suggest that the realignment of corporate strategy towards an increased focus on services may have far-reaching implications for the sales function.

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  • 50.
    Klaus, Philipp
    et al.
    Dr Phil Klaus & Assoc Consulting, London, England.;ESCE Int Business Sch, Paris, France..
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    The road back to relevance: How to put marketing (and marketing scholars) back on the Top Managements' agendas2014In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 25, no 2, p. 166-170Article in journal (Refereed)
    Abstract [en]

    Purpose - Based upon primary research, the purpose of this paper is to highlight the three main sources of frustration about the marketing scholars' community current status quo. It delivers feasible solutions and describes, using the example of the Special Issue, how to overcome these challenges and provide the research environment all desire. Design/methodology/approach - Editorial paper summarizing the Special Issue's contributions and observations from the marketing scholar community Findings - The three main sources of frustration for marketing scholars about the current system are, first, review and publishing processes, second, the dominant epistemological and methodological approach in academe, encouraging an increasing specialization and reliance on generating more and more quantitatively driven knowledge and finally the lack of acceptance (and outright disdain) for research with a managerial, applied emphasis. Practical implications - But it surely is not mission impossible to build the research environment that is wanted. To build the research environment the community desires and to be "back where we belong," to be relevant means the need to do more than just engaging in lip service. Rather than complying with the system causing frustration, the paper asks all to take an active part in the change process. The paper strongly encourages all, as editors, reviewers, colleagues, mentors and supervisors to do so and take some chances. Engage in and support brave research. Social implications - The authors hope that the paper will stimulate research widely accessible to both managers, and a broader audience. This will eventually lead to a better reputation and public opinion toward marketing scholars and research. Originality/value - Rather than simply stating the main frustrations of the marketing scholar community, and calling for changes, the authors demonstrate how these challenges can be overcome, and deliver platforms to communicate and lead both the conversation and the actions to achieve the research community most desire.

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