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Witell, Lars
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Guyader, H., Ottosson, M., Frankelius, P. & Witell, L. (2019). Identifying the resource integration processes of green service. Journal of Service Management
Open this publication in new window or tab >>Identifying the resource integration processes of green service
2019 (English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826Article in journal (Refereed) Epub ahead of print
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).

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2019
Keywords
Sustainability, Resource integration, Green service, Transformative Service Research
National Category
Business Administration
Identifiers
urn:nbn:se:liu:diva-154974 (URN)10.1108/JOSM-12-2017-0350 (DOI)2-s2.0-85062676177 (Scopus ID)
Available from: 2019-03-07 Created: 2019-03-07 Last updated: 2019-07-05Bibliographically approved
Gremyr, I., Valtakoski, A. & Witell, L. (2019). Two routes of service modularization: advancing standardization and customization. Journal of Services Marketing, 33(1), 73-87
Open this publication in new window or tab >>Two routes of service modularization: advancing standardization and customization
2019 (English)In: Journal of Services Marketing, ISSN 0887-6045, E-ISSN 0887-6045, Vol. 33, no 1, p. 73-87Article in journal (Refereed) Published
Abstract [en]

Purpose

This study aims to investigate service modularization in a manufacturing firm, identifies service modularization processes and examines how these processes change the service module characteristics.

Design/methodology/approach

The study is based on a longitudinal case study (2008-2017) of a manufacturing firm. The development of six service modules was analyzed using data from interviews with key informants, informal meetings and internal documentation.

Findings

This study suggests five service modularization processes, and that service module characteristics, such as standardization and interconnectedness, change in different ways depending on the service modularization processes used. It further identifies two service modularization routes that each combine the service modularization processes in unique ways with replication as a key process to improve both standardization and customization.

Practical implications

This study elaborates a framework for service modularization, which can serve as a guideline for developing service modules. It also highlights the differences between product and service modularization, suggesting that the role of service module characteristics such as standardization and customization is specific for services.

Originality/value

This longitudinal case study (2008-2017) provides empirical evidence on service modularization and extends existing knowledge on service modularization processes and how they influence service module characteristics.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2019
Keywords
Service innovation; Qualitative research; New service development; Business-to-business services; Service infusion; Modularization; Standardization; Customization; Case study method; Service modules
National Category
Business Administration
Identifiers
urn:nbn:se:liu:diva-157570 (URN)10.1108/JSM-10-2018-0285 (DOI)000467622600007 ()2-s2.0-85063995581 (Scopus ID)
Available from: 2019-06-22 Created: 2019-06-22 Last updated: 2019-06-24Bibliographically approved
Witell, L., Snyder, H., Gustafsson, A., Fombelle, P. & Kristensson, P. (2016). Defining service innovation: A review and syntesis. Journal of Business Research, 69(8), 2863-2872
Open this publication in new window or tab >>Defining service innovation: A review and syntesis
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2016 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 8, p. 2863-2872Article, review/survey (Refereed) Published
Abstract [en]

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

Place, publisher, year, edition, pages
Elsevier, 2016
Keywords
Service innovation;Literature review;Innovation;Value creation
National Category
Business Administration
Identifiers
urn:nbn:se:liu:diva-126537 (URN)10.1016/j.jbusres.2015.12.055 (DOI)000377726600026 ()
Available from: 2016-03-30 Created: 2016-03-30 Last updated: 2017-06-07
Snyder, H., Witell, L., Gustafsson, A., Fombelle, P. & Kristensson, P. (2016). Identifying categories of service innovation: A review and synthesis of the literature. Journal of Business Research, 69(7), 2401-2408
Open this publication in new window or tab >>Identifying categories of service innovation: A review and synthesis of the literature
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2016 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 7, p. 2401-2408Article, review/survey (Refereed) Published
Abstract [en]

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

Place, publisher, year, edition, pages
Elsevier, 2016
Keywords
Service innovation, Radical, Incremental, Value co-creation, Literature review
National Category
Business Administration Other Mechanical Engineering Information Systems, Social aspects
Identifiers
urn:nbn:se:liu:diva-125724 (URN)10.1016/j.jbusres.2016.01.009 (DOI)000375812300010 ()
Available from: 2016-03-01 Created: 2016-03-01 Last updated: 2017-06-07Bibliographically approved
Koskela-Huotari, K., Edvardsson, B., Jonas, J. M., Sorhammar, D. & Witell, L. (2016). Innovation in service ecosystems-Breaking, making, and maintaining institutionalized rules of resource integration. Journal of Business Research, 69(8), 2964-2971
Open this publication in new window or tab >>Innovation in service ecosystems-Breaking, making, and maintaining institutionalized rules of resource integration
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2016 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 8, p. 2964-2971Article in journal (Refereed) Published
Abstract [en]

Drawing on service-dominant logic and institutional theory, this paper examines innovation as a process that unfolds through changes in the institutional arrangements that govern resource integration practices in service ecosystems. Four cases are used to illustrate the interdependent patterns of breaking, making and maintaining the institutionalized rules of resource integration occurring on multiple levels of institutional context. Such institutional work allows actors to cocreate value in novel and useful ways by a) including new actors, b) redefining roles of involved actors and c) reframing resources within service ecosystems. Our findings show that while the efforts of breaking and making the institutionalized rules are required for such changes to occur, at the same time, institutional maintenance is also important for these changes to institutionalize, that is, to become an integral part of the institutional structure coordinating value cocreation. (C) 2016 Elsevier Inc. All rights reserved.

Place, publisher, year, edition, pages
ELSEVIER SCIENCE INC, 2016
Keywords
Innovation; Service ecosystems; Resource integration; Institutions; Service-dominant logic; Multiple case study
National Category
Business Administration
Identifiers
urn:nbn:se:liu:diva-130117 (URN)10.1016/j.jbusres.2016.02.029 (DOI)000377726600037 ()
Note

Funding Agencies|Fraunhofer IIS-SCS, KK-stiftelsen (Stiftelsen for Kunskaps-och Kompetensutveckling); Digile Need for Speed program; Tekes (The Finnish Funding Agency for Technology and Innovation)

Available from: 2016-07-12 Created: 2016-07-11 Last updated: 2017-11-28
Gustafsson, A., Aksoy, L., Brady, M. K., McColl-Kennedy, J. R., Sirianni, N. J., Witell, L. & Wuenderlich, N. V. (2015). Conducting service research that matters. Journal of Services Marketing, 29(6-7), 425-429
Open this publication in new window or tab >>Conducting service research that matters
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2015 (English)In: Journal of Services Marketing, ISSN 0887-6045, E-ISSN 0887-6045, Vol. 29, no 6-7, p. 425-429Article in journal (Refereed) Published
Abstract [en]

Purpose - The purpose of this paper is to encourage the reader to think differently about service-related issues and to strive to conduct service research that makes a transformational impact on individuals, organizations and society. The authors suggest that service researchers are in an excellent position to develop research that matters by making stronger connections with theory and elevating purely applied research to research that is higher in both practical relevance and methodological rigor. Design/methodology/approach - This paper takes a conceptual approach, connecting pertinent literature with new ideas highlighted in this special issue. Findings - This paper proposes that service researchers look beyond traditional service applications, take a multi-disciplinary approach to problem-solving and make greater strides towards connecting theory and practice. The authors propose a Model of Rigorous and Relevant Research, and call for fresh thinking across a wide range of research areas, including enhancing the customer experience, crafting innovation, integrating technology and measuring service outcomes. Originality/value - The originality of this essay lies in its focus on revitalizing the discussion on relevance and rigor as a path forward for service research. Additionally, this paper offers new insights on core management aspects of service provision that provide a solid platform for future work in service research.

Place, publisher, year, edition, pages
EMERALD GROUP PUBLISHING LTD, 2015
Keywords
Relevance; Service technology; Service innovation; Customer experience; Rigor; Service outcomes
National Category
Economics and Business
Identifiers
urn:nbn:se:liu:diva-125697 (URN)10.1108/JSM-02-2015-0103 (DOI)000369386100002 ()
Available from: 2016-03-01 Created: 2016-02-29 Last updated: 2017-11-30
Witell, L., Anderson, L., Brodie, R. J., Colurcio, M., Edvardsson, B., Kristensson, P., . . . Wallin Andreassen, T. (2015). Exploring dualities of service innovation: implications for service research. Journal of Services Marketing, 29(6-7), 436-441
Open this publication in new window or tab >>Exploring dualities of service innovation: implications for service research
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2015 (English)In: Journal of Services Marketing, ISSN 0887-6045, E-ISSN 0887-6045, Vol. 29, no 6-7, p. 436-441Article in journal (Refereed) Published
Abstract [en]

Purpose - The purpose of this study is to explore three paradoxes of service innovation and provide a way forward for fresh thinking on the topic. Design/methodology/approach - Through a conceptual model of service innovation research, the authors challenge the "pro-change" bias and explore what can be learnt from the duality of service innovation. Findings - This paper suggests that research moves beyond a firm perspective to study service innovation on multiple levels of abstraction. A conceptual model based on two dimensions, level (individual, organization and society) and outcome (success, failure), is used to pinpoint and explore three dualities of service innovation: adopt-reject, change-static and good-bad. Originality/value - By challenging the traditional perspective on service innovation, the authors present new avenues for fresh thinking in research on service innovation. In this paper, the authors encourage researchers and managers to learn from failures and to acknowledge the negative effects of service innovation.

Place, publisher, year, edition, pages
EMERALD GROUP PUBLISHING LTD, 2015
Keywords
New service development; Service innovation; Failure
National Category
Economics and Business
Identifiers
urn:nbn:se:liu:diva-125698 (URN)10.1108/JSM-01-2015-0051 (DOI)000369386100004 ()
Available from: 2016-03-01 Created: 2016-02-29 Last updated: 2017-11-30
Johansson, E., Raddats, C. & Witell, L. (2015). Radical and incremental service innovation in manufacturers: The impact of customer involvement. In: 13 th international Research Symphosium on Service Excellence in Management, Shanghai, June 19-21, 2015: . Paper presented at QUIS.
Open this publication in new window or tab >>Radical and incremental service innovation in manufacturers: The impact of customer involvement
2015 (English)In: 13 th international Research Symphosium on Service Excellence in Management, Shanghai, June 19-21, 2015, 2015Conference paper, Published paper (Refereed)
National Category
Business Administration
Identifiers
urn:nbn:se:liu:diva-122027 (URN)
Conference
QUIS
Available from: 2015-10-16 Created: 2015-10-16 Last updated: 2015-10-22
Lofberg, N., Witell, L. & Gustafsson, A. (2015). Service manoeuvres to overcome challenges of servitisation in a value network. Production planning & control (Print), 26(14-15), 1188-1197
Open this publication in new window or tab >>Service manoeuvres to overcome challenges of servitisation in a value network
2015 (English)In: Production planning & control (Print), ISSN 0953-7287, E-ISSN 1366-5871, Vol. 26, no 14-15, p. 1188-1197Article in journal (Refereed) Published
Abstract [en]

When manufacturing firms increase the share of service revenues, managing service provision becomes challenging. This study extends previous research on servitisation in individual firms by analysing the challenges service provision creates in a value network. The challenges are identified both within the firms and in the business relationships in the value network. In addition, the paper identifies and describes service manoeuvres firms use to address challenges resulting from servitisation. This case study of a value network is based on interviews carried out at 13 firms in the automotive industry, including suppliers, original equipment manufacturers and consultancies. The research shows that service manoeuvres, such as new types of resource integration and value constellations, are used to overcome challenges in the value network.

Place, publisher, year, edition, pages
TAYLOR and FRANCIS LTD, 2015
Keywords
value network; servitisation; challenges; service manoeuvres; manufacturing firms; case study
National Category
Economics and Business
Identifiers
urn:nbn:se:liu:diva-121885 (URN)10.1080/09537287.2015.1033491 (DOI)000361378400003 ()
Note

Funding Agencies|CTF-Service Research at Karlstad University

Available from: 2015-10-13 Created: 2015-10-12 Last updated: 2017-12-01
Aichigui, V., Johansson, E., Löfberg, N. & Witell, L. (2015). Servitization in SME manufacturing firms: A one-way road. In: 13th International Research Symposium on Service Excellence in Management, Shanghai, June 19-21, 2015: . Paper presented at QUIS (pp. 965-968).
Open this publication in new window or tab >>Servitization in SME manufacturing firms: A one-way road
2015 (English)In: 13th International Research Symposium on Service Excellence in Management, Shanghai, June 19-21, 2015, 2015, p. 965-968Conference paper, Oral presentation with published abstract (Refereed)
Abstract [en]

The importance for manufacturing firms to add services to their offerings has been asserted over and over again (Neu and Brown 2005). Adding services to product sales require manufacturing firms to develop other types of offerings such as maintenance services, hybrid offerings or integrated solutions. This implies using new and often unknown practices to be able to provide services. Previous research has focused on the benefits of servitization (Gebauer, Gustafsson, and Witell 2011), albeit in larger firms. Hence, similar research on Small and Medium sized Enterprises (SME) has been scarce. Furthermore, servitization as a unidirectional transition process can be questioned as researchers argue that manufacturing firms might offer different types of services simultaneously and might not have the intention to take the next step that a transition process suggests (Kowalkowski et al. 2015). Moreover, previous research shows that the step from offering after-sales services and repair to offering more advanced services, e.g. process-related services, is rather big. For those services different mindsets are required within the organization; more advanced services would require a service oriented mindset, whereas after-sales services only requires the firm to have a product oriented mindset (Löfberg 2014).

National Category
Business Administration
Identifiers
urn:nbn:se:liu:diva-122031 (URN)978-0-692-46156-3 (ISBN)
Conference
QUIS
Available from: 2015-10-16 Created: 2015-10-16 Last updated: 2015-10-22
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