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  • 1.
    Aichigui, Victor
    et al.
    Linköpings universitet.
    Johansson, Elisabeth
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Logistik- och kvalitetsutveckling. Linköpings universitet, Tekniska fakulteten.
    Löfberg, Nina
    Karlstad University, SWEDEN.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten. Karlstad University, SWEDEN.
    Servitization in SME manufacturing firms: A one-way road2015Inngår i: 13th International Research Symposium on Service Excellence in Management, Shanghai, June 19-21, 2015, 2015, s. 965-968Konferansepaper (Fagfellevurdert)
    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).

  • 2.
    Bolton, Ruth N.
    et al.
    Arizona State Univ, AZ 85287 USA.
    Gustafsson, Anders
    Norwegian Business Sch BI, Norway; Alliance Manchester Business Sch, England.
    Tarasi, Crina O.
    Cent Michigan Univ, MI 48859 USA.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten. Karlstad Univ, Sweden.
    Designing satisfying service encounters: website versus store touchpoints2022Inngår i: Journal of the Academy of Marketing Science, ISSN 0092-0703, E-ISSN 1552-7824, Vol. 50, nr 1, s. 85-107Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    This study investigated how touchpoints moderate the antecedents of customer satisfaction with service encounters by comparing online and in-store encounters. Construal level theory was used within the Touchpoint, Context, Qualities (TCQ) Framework (De Keyser et al., 2020) to integrate a comprehensive model of how touchpoints-websites or stores-influence the magnitude of customer responses to qualities of service encounters. A hierarchical linear model (HLM) was estimated using survey data describing the service encounters of 2.4 million customers with a global retailer. Online customers weighed cognitive and behavioral qualities more heavily than in-store customers, whereas they weighed emotional and sensorial qualities less heavily. Moreover, random effects in the HLM model indicated that each country and store would have unique clientele effects for specific qualities. Since each firm has limited resources, this research offers guidance on key qualities in designing satisfying service encounters for each touchpoint and how qualities should be standardized and customized in global omnichannel environments.

  • 3.
    Bolton, Ruth N.
    et al.
    Arizona State Univ, AZ 85287 USA.
    Gustafsson, Anders
    BI Norwegian Business Sch, Norway.
    Tarasi, Crina O.
    Cent Michigan Univ, MI 48859 USA.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten. Karlstad Univ, Sweden.
    How customer experience management reconciles strategy differences between East and West2021Inngår i: JOURNAL OF GLOBAL SCHOLARS OF MARKETING SCIENCE, ISSN 2163-9159, Vol. 31, nr 3, s. 273-295Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    This paper studies how customers of a global firm evaluate their experiences within and across 44 countries. It focuses on customers emotional, cognitive, sensory and behavioral responses to the catalog experience. It develops a theory-based model of satisfaction with the catalog experience as a function of experiential attributes and control variables. A second model captures how each experiential attributes contribution to the customer experience is influenced by market and customer characteristics. The models were operationalized using survey data from 366,185 customers who used the firms catalog across different trade areas in 44 countries, yielding 571 equations that describe satisfaction with the customer experience. Consistent with theoretical work on context-dependent judgments, nine contingency factors explain significant and substantial amounts of variation (30% on average) in the elasticities of the 12 experiential attributes. East and West can appear similar when market characteristics are similar - or when they are different. Emotional, cognitive, sensory, and behavioral responses to the customer experience systematically differ due to economic, demographic, technological, cultural and consumer characteristics. East and West especially differ in terms of responses to emotional and sensory experiences. Customer experience management can help to shape a strategy that resolves strategy differences between East and West.

  • 4.
    Bolton, Ruth N.
    et al.
    Arizona State Univ, AZ 85287 USA.
    Gustafsson, Anders
    BI Norwegian Business Sch, Norway.
    Tarasi, Crina O.
    Cent Michigan Univ, MI 48859 USA.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten. Karlstad Univ, Sweden.
    Managing a Global Retail Brand in Different Markets: Meta-Analyses of Customer Responses to Service Encounters2022Inngår i: Journal of Retailing, ISSN 0022-4359, E-ISSN 1873-3271, Vol. 98, nr 2, s. 294-314Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    This study investigates how retailers can leverage their brand to shape customers satisfaction with service encounters. It develops and tests hypotheses about how brand, store, and consumer factors moderate customer responses to experience clues during retail service encounters. Six meta-regression analyses synthesize and compare results from 842 satisfaction equations describing customers encounters with a global retailer operating 400 stores in 32 countries. The results show how customers weigh their perceptions of service encounters differently depending on brand, store, and consumer factors. In markets where customers believe the retailer has high holistic brand quality, they place less weight on experience clues within the store. In markets where customers believe the retailers service brand promise, they place more weight on in-store experience clues. In markets where the retailer promises utilitarian value, customers weigh functional experience clues more heavily. In markets with an online purchasing channel, the effect of experience clues common to offline and online store environments is magnified, and unique clues are diminished. In addition, customers heavily weigh experience clues that fit their goals. In general, retail success factors include high brand quality (which makes customers more forgiving), a service brand promise that is mirrored in the store image (which makes customers attend to the experience clues aligned with them), and the careful monitoring and managing of retail touchpoints (to customize experience clues to each market). In this way, retailers can use customer-based strategies to effectively design and manage their global retail brand in different markets. (C) 2021 New York University. Published by Elsevier Inc. All rights reserved.

  • 5.
    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
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten. Karlstad Univ, Sweden.
    Zaki, Mohamed
    Univ Cambridge, England.
    Customer experience challenges: bringing together digital, physical and social realms2018Inngår i: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 29, nr 5, s. 776-808Artikkel i tidsskrift (Fagfellevurdert)
    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
    et al.
    ASU.
    Tarasi, Crina
    Eastern Michigan.
    Gustafsson, Anders
    Karlstads universitet.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten. Karlstads universitet.
    What drives the drives of customer satisfaction? Understanding how across-channel participation and country of origin affect the drivers of customer satisfactioin2013Konferansepaper (Annet vitenskapelig)
  • 7.
    Carlborg, Per
    et al.
    Orebro Univ, Sweden.
    Snyder, Hannah
    BI Norwegian Sch Business, Norway.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten. Karlstad Univ, Sweden.
    How sustainable is the sharing business model? Toward a conceptual framework2023Inngår i: R&D Management, ISSN 0033-6807, E-ISSN 1467-9310Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    The sharing economy, which is considered a better way of utilizing existing resources, is associated with positive effects not only on the financial aspects of sustainability but also on its environmental and social dimensions. But is this true? Previous research has typically discussed either the positive or negative aspects of the sharing business model in specific contexts. This study adopts a dual perspective regarding the sustainability of sharing business models by critically analyzing the relationship between sharing business models and sustainability. Building on the resource-based view of the firm and practice theory, the current research develops a conceptual framework for evaluating the sustainability of sharing business models at the level of the individual, the firm, and society. Our proposed dual-process model suggests that two competing processes contribute to sustainability. The studys conceptual model and propositions advance theory and provide a research agenda for future empirical studies. This research also provides valuable guidance to managers and policymakers regarding the sustainability of sharing business models, which can inform the business model innovation process.

    Fulltekst (pdf)
    fulltext
  • 8.
    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
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten. 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 perspective2020Inngår i: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 32, nr 3, s. 383-406Artikkel i tidsskrift (Fagfellevurdert)
    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.

  • 9.
    Cronemyr, Peter
    et al.
    Propia AB, Norrköping.
    Witell, Lars
    Karlstad University.
    Changing from a product to a process perspective for service improvements in a manufacturing company2010Inngår i: The TQM Journal, ISSN 1754-2731, Vol. 22, nr 1, s. 26-40Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

     

    Purpose – The purpose of this paper is to investigate service improvements in a manufacturing context.

    Design/methodology/approach – Action research at the gas turbine manufacturer Siemens was performed during a five-year period. In addition, 336 fault reports sent to the service division concerning severity, cost, and occurrence were analyzed.

    Findings – When moving from a fire-fighting culture to a proactive culture, a company needs to change from a product to a process perspective. The benefit of changing from a product to a process perspective is the change in focus from reduction of internal costs to value creation through service delivery.

    Practical implications – This paper shows how feedback from dissatisfied customers can be used as a driving factor in process improvements. Based on this knowledge, a company can select the most important Six Sigma projects to improve their service processes. The change from a product to a process perspective shows that traditionally the severity of almost 50 percent of all faults is underestimated.

    Originality/value – The paper provides a number of fruitful insights on how to work with service improvements in manufacturing companies.

     

  • 10.
    Dahlgaard, Jens Jörn
    et al.
    Linköpings universitet, Tekniska högskolan. Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik.
    Witell, Lars
    Linköpings universitet, Tekniska högskolan. Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik.
    Ta tempen på Kvalitetsarbetet: en grund för ständiga förbättringar2007Inngår i: Att lyckas med förändringsarbete: förbättra, förändra, förnya / [ed] Mattias Elg, Vincent Gauthereau, Lars Witell, Lund: Studentlitteratur , 2007, s. 155-176Kapittel i bok, del av antologi (Annet vitenskapelig)
    Abstract [sv]

      

  • 11.
    Davidsson, Nina
    et al.
    Service Research Center, Karlstad University.
    Edvardsson, Bo
    Service Research Center, Karlstad University.
    Gustafsson, Anders
    Service Research Center, Karlstad University.
    Witell, Lars
    Service Research Center, Karlstad University.
    Degree of service-orientation in the pulp and paper industry2009Inngår i: International Journal of Services Technology and Management, ISSN 1460-6720, E-ISSN 1741-525X, Vol. 11, nr 1, s. 24-41Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Many companies in the process industries are seeing the advantages of services but are struggling with the changes these require as regards the offering and the organisation. This paper presents an empirical investigation within the pulp and paper industry based on a survey of Swedish manufacturing firms and a multiple case study of three case companies and their customers. To investigate whether the manufacturers active in this industry are product-oriented or are becoming more service-oriented, five themes important to the companies under study are presented and discussed: that is, finding the right mix of physical products and services, the concept of service, business models, technology-based services and organising service delivery.

  • 12.
    Edvardsson, Bo
    et al.
    Karlstads universitet.
    Ganz, Walter
    Fraunhofer.
    Meiren, Thomas
    Fraunhofer.
    Schäfer, Adrienne
    Hochschule Luzern.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    A Typology-based Analysis of New Service Development2010Inngår i: ICSSI 2010, 2010Konferansepaper (Fagfellevurdert)
  • 13.
    Edvardsson, Bo
    et al.
    Karlstad University, Sweden.
    Gustafsson, Anders
    Karlstad University, Sweden.
    Kristensson, Per
    Karlstad University, Sweden.
    Tronvoll, Bård
    Karlstad University, Sweden.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    New service development from the perspective of value co-creation in a service system2014Inngår i: Handbook of service marketing research / [ed] Roland T. Rust, Ming-Hui Huang, Cheltenham: Edward Elgar Publishing, 2014, 1, s. 346-369Kapittel i bok, del av antologi (Fagfellevurdert)
    Abstract [en]

    New service development (NSD) is the engine of renewal to create a profitable business. Companies try to increase their competitiveness through innovative activities and interactions that create value for the involved actors, such as existing customers, potential new customers and other shareholders (for example, Edvardsson et al. 2000; Gustafsson and Johnson 2003). New service development often stems from an improved way to use existing resources to co-create value. New resources or new technologies are also sometimes used and integrated within systems that are capable of creating value. These value-creating systems or service systems constitute the basic context and enabler of value co-creation and thus the foundation for NSD. A service system is an appropriate frame for studying new service development, because it moves away from traditional perspectives "rooted in technological product inventions" (Michel et al. 2008, p. 54). Value is always co-created with the customer through the activation of sets of resources (Vargo and Lusch 2004). Service companies accordingly need to design resource integration mechanisms within the service system that support customers and other value co-creation actors to enhance NSD and innovation. Customers also co-develop value as one mode of co-creation in which they and other actors can be actively involved in fostering NSD. Customers interact and develop relationships within the system in order to exploit and enhance their own resources and to gain the benefit of those of others.

  • 14.
    Edvardsson, Bo
    et al.
    Karlstads universitet, Karlstad.
    Gustafsson, Anders
    Karlstads universitet, Karlstad.
    Kristensson, Per
    Karlstads universitet, Karlstad.
    Witell, Lars
    Karlstads universitet, Karlstad.
    Service Innovation and Customer Co-development2010Inngår i: Handbook of Service Science / [ed] Maglio, P. Kieliszewski, C. and Spohrer, J., New York, USA: Springer, 2010, s. 561-577Kapittel i bok, del av antologi (Annet vitenskapelig)
    Abstract [en]

    As the service sector expands into the global economy, a new science of service is emerging, one that is dedicated to encouraging service innovation by applying scientific understanding, engineering discipline, and management practice to designing, improving, and scaling service systems.  Handbook of Service Science takes the first major steps to clarifying the definition, role, and future of this nascent field. Incorporating work by scholars from across the spectrum of service research, the volume presents multidisciplinary perspectives on the nature and theory of service, on current research and practice in design, operations, delivery, and innovation of service, and on future opportunities and potential of service research.  Handbook of Service Science provides a comprehensive reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.

  • 15.
    Edvardsson, Bo
    et al.
    Karlstads universitet.
    Gustafsson, Anders
    Karlstads universitet.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Customer integration in new service development: experiences from Sweden2011Inngår i: Taking the pulse of economic development: service trends / [ed] Dieter Spath and Walter Ganz, München: Carl Hanser Verlag , 2011, s. 25-34Kapittel i bok, del av antologi (Annet vitenskapelig)
    Abstract [en]

    Excellent service decides about competition and survival abilities of businesses! Identifying trends and recognizing opportunities in the modern service economy with a view to actively shaping the future: This is what the various chapters of this volume set out to do. Find a collection of factual observation, empirical data and expert opinions on trends and perspectives on the future of services that can inspire strategy development and decision making in research, politics and business. The basis is the second international survey of "MARS" (International Monitoring of Activities and Research in Services). Highlights- Linking-up of economy, science and politics - Connecting to international trends- Forming-up of market and opinion leadership

  • 16.
    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
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Having a strategy for new service development - does it really matter?2013Inngår i: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 24, nr 1, s. 25-44Artikkel i tidsskrift (Fagfellevurdert)
    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.

    Fulltekst (pdf)
    fulltext
  • 17.
    Edvardsson, Bo
    et al.
    Karlstads universitet.
    Meiren, Thomas
    Fraunhofer.
    Schäfer, Adrienne
    Hochschule Luzern.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    New Service Development and Innovation2010Inngår i: 19th Annual Frontiers in Service Conference, Karlstad, Sweden, 2010Konferansepaper (Fagfellevurdert)
  • 18.
    Edvardsson, Bo
    et al.
    Karlstads universitet.
    Meiren, Thomas
    Fraunhofer.
    Schäfer, Adrienne
    Hochschule Luzern.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    New Service Development in Europe – Results from an empirical study2010Inngår i: AMA SERVSIG International Service Research Conference, Porto, Portugal., 2010Konferansepaper (Fagfellevurdert)
  • 19.
    Edvardsson, Bo
    et al.
    Karlstads universitet.
    Tronvall, Bård
    Karlstads universitet.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Understanding key market challenges through service innovation2022Inngår i: The Palgrave Handbook of Service Management / [ed] Bo Edvardsson, Bård Tronvall, Basingstoke: Palgrave Macmillan, 2022, s. 613-627Kapittel i bok, del av antologi (Fagfellevurdert)
    Abstract [en]

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

  • 20.
    Edvardsson, Bo
    et al.
    Karlstads universitet.
    Tronvoll, Bård
    Karlstads Universitet.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    An ecosystem perspective on service innovation2018Inngår i: A research agenda for service innovation / [ed] Faïz Gallouj, Faridah Djellal, Cheltenham: Edward Elgar Publishing, 2018, 1, s. 85-102Kapittel i bok, del av antologi (Fagfellevurdert)
    Abstract [en]

    This chapter suggests moving forward research on service innovation by articulating an ecosystem perspective and a service-dominant logic within a context of value creation, in order to provide an integrated and systemic framework of the structuration of service innovation. The framework emphasizes changes in agency that facilitate reconfiguration, such as actors, resources and value propositions, or in structure, such as institutional arrangements. A change of the state of service innovation process takes place as changes originate in either agency or structure. The chapter provides an illustration of this theoretical model, using the case of the service ecosystem built around Etalay, a high-end Italian food store chain that includes restaurants, food and beverage stations, bakeries, a bookstore and conference facilities. The authors call for the use of this theoretical construct in other contexts such as healthcare, the Internet of Things and social media, as well as the bottom of the pyramid.

  • 21.
    Elg, Mattias
    et al.
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Engström, Jon
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Poksinska, Bozena
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Co-­‐creation and learning in healthcare service development2012Inngår i: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 23, nr 3, s. 328-343Artikkel i tidsskrift (Fagfellevurdert)
    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.

  • 22.
    Elg, Mattias
    et al.
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Gauthereau, Vincent
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Att lyckas med förbättringsarbete - förbättra, förändra, förnya2007Bok (Annet (populærvitenskap, debatt, mm))
    Abstract [sv]

    Att arbeta med ständiga förbättringar är en utmaning, men också en nödvändighet för att kunna möta konkurrens från låglöneländer. Genom att använda uppmärksamheten från vad företaget gör till hur det görs skapas det förutsättningar för att arbeta med att förbättra och förnya verksamheten. I ett lyckat förbättringsarbete involveras de anställda för att genom småskaliga och ständiga förbättringar skapa något som är bättre både för de anställda och organisationen. Denna bok förmedlar ett antal olika perspektiv på förbättringsarbete och ständiga förbättringar. Arbetet med ständiga förbättringar speglas utifrån ett teoretiskt, filosofiskt och praktiskt perspektiv. Vidare visar boken på hur förbättringsarbete kan ta olika utgångspunkter för att förändra, förbättra och förnya olika delar av en verksamhet. Boken består av två huvudsakliga delar. Den första delen behandlar olika former av ständiga förbättringar, s.k. förbättringsprogram, olika metoder och kulturella skillnader mellan olika delar av världen. I den andra delen ge en fördjupning i olika perspektiv på ständiga förbättringar med ett speciellt fokus på hur stända förbättringar används och tillämpas i svenska organisationer idag. Exempel hämtas från ett antal olika branscher och verksamheter som hälso- och sjukvård, kärnkraftsindustrin, tjänstesektorn samt tillverkningsindustrin.

  • 23.
    Elg, Mattias
    et al.
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Gremyr, Ida
    Division of Quality Sciences, Chalmers University of Technology, Göteborg.
    Hellström, Andreas
    Division of Quality Sciences, Chalmers University of Technology, Göteborg.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    The Role of Quality Managers in Contemporary Organisations2011Inngår i: Total Quality Management and Business Excellence, ISSN 1478-3363, E-ISSN 1478-3371, Vol. 22, nr 8, s. 795-806Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    A key question for firms nowadays is how to organise work with quality management. This naturally includes the role of the quality managers and it appears as if the profession of quality managers is at a crossroads. Alternatives are that the role of a quality manager broadens to include quality at a strategic level in the firm and that Six Sigma specialists and Lean Production managers drive the development of quality management in the future. In this paper, we present the results from a survey of 212 quality managers in Swedish organisations. The purpose is to contribute to an understanding of how the management of quality is designed and practised in contemporary organisations. This study shows that a quality manager's operational responsibility is quite narrowly defined. The agenda of the quality manager is mainly related to quality standards, such as ISO 9000 and environmental management systems. These programmes frame the work of the quality manager, which in many cases leaves other programmes, such as Six Sigma and Lean Production, to other departments or parallel improvement structures.

  • 24.
    Elg, Mattias
    et al.
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Logistik- och kvalitetsutveckling. Linköpings universitet, Tekniska fakulteten.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Ständiga förbättringar: grunden i ett lyckat förbättringsarbete2007Inngår i: Att lyckas med förbättringsarbete: förbättra, förändra, förnya / [ed] Mattias Elg, Vincent Gauthereau, Lars Witell, Lund: Studentlitteratur AB, 2007, Vol. Sidorna 9-32, s. 9-32Kapittel i bok, del av antologi (Annet vitenskapelig)
    Abstract [sv]

    Inom offensiv kvalitetsutveckling har ständiga förbättringar vuxit fram som en filosofi och ett arbetssätt. Masaaki Imai utvecklade konceptet kaizen som kan ses som ett medvetet systematiskt sätt att åstadkomma ständiga förbättringar. Genom att vända uppmärksamheten från vad företaget gör till hur det görs så skapas det förutsättningar för att arbeta med att förbättra och förnya verksamheten. Intresset för ständiga förbättringar väcktes i tillverkningsindustrin och har spridits till många tjänsteverksamheter. Inom en del branscher, såsom utbildning och hälso- och sjukvård, har det utvecklats speciella angreppssätt och metoder för att hantera behovet av förbättring.

  • 25.
    Elg, Mattias
    et al.
    Linköpings universitet, Tekniska högskolan. Linköpings universitet, Institutionen för konstruktions- och produktionsteknik, Kvalitetsteknik.
    Witell, Lars
    Linköpings universitet, Institutionen för konstruktions- och produktionsteknik.
    Gustafsson, Anders
    Centrum för tjänsteforskning Karlstad universitet.
    Blomkvist, Ola
    Understanding the Role of Situational Factors when Implementing Quality Function Deployment in the Product Development Process1999Inngår i: The Tenth Symposium on Quality Function Deployment,1998, 1999Konferansepaper (Annet vitenskapelig)
  • 26.
    Elg, Mattias
    et al.
    Linköpings universitet, HELIX Vinn Excellence Centre. Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Poksinska, Bozena
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Engström, Jon
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Park Dahlgaard, Su Mi
    Lunds universitet.
    Kammerlind, Peter
    Qulturum, County Council of Jönköping, Sweden.
    Solicited Diaries as a Means of Involving Patients in Development of Healthcare Services2011Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 3, nr 2, s. 128-145Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose – The purpose of this paper is to develop an understanding of how patients experience their health problems and how they can generate innovative ideas about health care services. The research questions that guide the present study are: how can solicited diaries be used for capturing patient ideas? What type of data is generated from solicited diaries used for generating patient ideas? And what are the potential benefits and shortcomings of using patient diaries in generating ideas for improvement of health care services?

    Design/methodology/approach – The paper is based on an exploratory case study using patient diaries to solicit ideas about how health care services in Sweden can be improved. From the methodological viewpoint, the diaries are used as a tool for patient co-creation of health care services.

    Findings – When analyzing dairies written by patients four different types of diaries emerged from the study: brief, reporting, descriptive and reflective diaries. Furthermore, 102 ideas for improvements within nine areas were identified from the contents of dairies.

    Research limitations/implications – Adopting patients' diaries as a way to activate and promote co-creation of values is at an embryo stage, and hence more research is needed.

    Originality/value – One of the strengths of the paper includes its potential for practical implications, either clinical or methodological, by using patients' dairies. It focuses both on the content generated from the diaries for improving health services, as well as the use of the diaries for practicing the idea of patients as co-creators in health care service.

  • 27.
    Engström, Jon
    et al.
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten. Linköpings universitet, HELIX Vinn Excellence Centre.
    Elg, Mattias
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Logistik- och kvalitetsutveckling. Linköpings universitet, Tekniska fakulteten. Linköpings universitet, HELIX Vinn Excellence Centre.
    Poksinska, Bozena
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Logistik- och kvalitetsutveckling. Linköpings universitet, Tekniska fakulteten. Linköpings universitet, HELIX Vinn Excellence Centre.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten. Linköpings universitet, HELIX Vinn Excellence Centre.
    Snyder, Hannah
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Logistik- och kvalitetsutveckling. Linköpings universitet, Tekniska fakulteten.
    The role of customers in the development of public organizations2015Inngår i: Sustainable development in organizations: studies on innovative practices / [ed] Mattias Elg, Per-Erik Ellström, Magnus Klofsten, Malin Tillmar, Cheltenham: Edward Elgar Publishing, 2015, s. 93-108Kapittel i bok, del av antologi (Fagfellevurdert)
  • 28.
    Engström, Jon
    et al.
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Service dominant logic in health care: Making sense of value2014Inngår i: Services Marketing in the New Economic and Social Landscape, American Marketing Association, 2014Konferansepaper (Annet vitenskapelig)
  • 29.
    Engström, Jon
    et al.
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Poksinska, Bozena
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Elg, Mattias
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan. Linköpings universitet, HELIX Vinn Excellence Centre.
    Snyder, Hannah
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    User innovation in health care – the influence of co-creation and context2014Inngår i: User innovation in health care – the influence of co-creation and context, American Marketing Association, 2014Konferansepaper (Annet vitenskapelig)
  • 30.
    Fischer, Thomas
    et al.
    University of S.t Gallen.
    Gebauer, Heiko
    EAVAG.
    Gustafsson, Anders
    Karlstads universitet.
    Witell, Lars
    Karlstads universitet.
    Managerial recommendations for service innovations in different product-service systems2009Inngår i: Introduction to Product/Service-System Design / [ed] Sakao, T. and M. Lindahl, London: Springer , 2009, s. 237-259Kapittel i bok, del av antologi (Annet vitenskapelig)
    Abstract [en]

    "Introduction to Product/Service-System Design" contains a collection of practical examples demonstrating how to design a PSS in industry. These recent examples are the results of applying various theories developed in different countries and therefore accommodating diverse cultural differences. Providing a useful overall guide to the state of the art in theory and practice, each chapter covers the cutting edge of a different methodology or practice. The book’s focus on design is also evident in the discussion of how to anticipate and utilize the various dynamics within each dimension. "Introduction to Product/Service-System Design" will help improve working processes and inspire creative thinking for the wide range of people involved in designing a PSS: designers, marketing professionals, sales staff, production engineers, and service engineers. It can also serve as a reference book for university students on advanced courses.

  • 31.
    Fombelle, Paul
    et al.
    Arizona State University.
    Gustafsson, Anders
    Karlstads universitet.
    Andreassen, Tor Wallin
    Norwegian School of Management, Oslo.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Give and thou shall receive: Customer Reciprocity in a Retail Setting2010Inngår i: 19th Annual Frontiers in Service Conference, Karlstad, Sweden, 2010Konferansepaper (Fagfellevurdert)
  • 32.
    Forkmann, Sebastian
    et al.
    University of Alabama, AL USA.
    Henneberg, Stephan C.
    Queen Mary University of London, England.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten. Karlstad University, Sweden.
    Kindström, Daniel
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Industriell ekonomi. Linköpings universitet, Tekniska fakulteten.
    Driver Configurations for Successful Service Infusion2017Inngår i: Journal of Service Research, ISSN 1094-6705, E-ISSN 1552-7379, Vol. 20, nr 3, s. 275-291Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Manufacturers across many industries use service infusion to address the changing customer demands and improve their competitive position. However, understanding the drivers of successful service infusion is a complex process. Using business model and configuration theories, this study conceptualizes and analyzes the interplay of different driver domains for suppliers, customers, and their business relationships. In particular, we analyze how service offering, service pricing, service capabilities, and the service infusion process interact in affecting service infusion success and failure. 137 interviews relating to 25 business relationships are analyzed via configuration analysis, particularly fuzzy set qualitative comparative analysis (fsQCA). Results show that different equifinal configurations exist (i.e., different ways to succeed with service infusion). We also find that more is not always better. For example, service infusion success can be achieved without fully developed service capabilities. In addition, successful configurations are often very similar to those leading to failure. A dyadic analysis demonstrates that customer service capabilities are overall more important than those of suppliers. From these findings, we derive priorities for future research. In particular, our study points toward the need to better understand the interplay between service infusion drivers. Second, we advocate the augmentation of research perspectives in service infusion by taking into account the supplier, customer, and dyadic perspectives. Lastly, the importance of understanding drivers of service infusion failure is highlighted. For managers, our study shows the importance of relational audits as a starting point to deciding on how to infuse services in a business relationship.

    Fulltekst (pdf)
    fulltext
  • 33.
    Frankelius, Per
    et al.
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Guyader, Hugo
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Ottosson, Mikael
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Aichagui, Victor
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Green Service Innovation: The role of resource integration and service provision2014Inngår i: Proceedings of the 2014 AMA SERVSIG International Service Research Conference: Services Marketing in the New Economic and Social Landscape / [ed] Tsiotsou R.H. & Hajidimitriou Y., 2014, Vol. "Building Sustainability in Services", artikkel-id 208Konferansepaper (Annet vitenskapelig)
    Abstract [en]

    Purpose: The importance of green services is increasing. The purpose of the research project is to develop a better understanding of the concept “green services” and its relationship to “service innovation”. The research questions are: What factors can define the green services concept? What are the distinctive characteristics of different types of green services?

    Methodology: A multiple case study approach is used. The cases represent companies having introduced green service innovations. Based on interviews with the innovators and customers different categories of green services are indentified and described. The empirical findings are then analyzed in the light of a literature review.

    Findings: By combining empirical observations and theory the authors develop a framework for green service innovations. This framework describes how innovation can be attained through emphasizing changes in resource integration (reuse waste, reduce impact on nature and improve nature) and service provision (direct service or indirect service). In this frame six categories of green services are defined: redistribution of resources, changing customer behavior, improving conditions for nature, upcycling, replacement of technology and products to improve nature.

    Originality/value: The majority of existing research on green service has had focus on the service companies and the change of technology in providing services. The authors here rather emphasize the customer roles, and stresses that these roles need to change to fulfill green service innovation. Moreover, the perspective here is that green services have the ability to not only mitigate negative impact on the environment but also increase the quality of nature. The term “greenovation” is proposed to emphase this.

    Fulltekst (pdf)
    Green Service Innovation: The role of resource integration and service provision
  • 34.
    Fundin, Anders
    et al.
    Mälardalen University.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Gebauer, Heiko
    Eawag: Swiss Federal Institute of Aquatic Science and Technology.
    Service transition: finding the right position on the goods-to-services continuum2012Inngår i: International Journal of Modelling in Operations Management, ISSN 2042-4094, Vol. 2, nr 1, s. 69-88Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    The aim of this paper is to describe and further develop existing models of service transition; that is, how companies position and move on the goods-to-services continuum. This study concludes that service transition can be profitable for manufacturing firms as long as they do not become stuck in a mismatch between their organisational arrangements and their offerings. The paper contributes by: providing an overview of companies' positions on the goods-to-services continuum, introducing movements on the continuum, suggesting service development as a possible engine of renewal and providing empirical evidence on the relationship between positions on the continuum and profit margins.

  • 35.
    Gebauer, Heiko
    et al.
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten. Fraunhofer IMW, Germany; Univ St Gallen, Switzerland.
    Arzt, Alexander
    Fraunhofer IMW, Germany.
    Kohtamaki, Marko
    Univ Vaasa, Finland.
    Lamprecht, Claudio
    Univ St Gallen, Switzerland.
    Parida, Vinit
    Tech Univ Lulea, Sweden.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Wortmann, Felix
    Univ St Gallen, Switzerland.
    How to convert digital offerings into revenue enhancement - Conceptualizing business model dynamics through explorative case studies2020Inngår i: Industrial Marketing Management, ISSN 0019-8501, E-ISSN 1873-2062, Vol. 91, s. 429-441Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Equipment manufacturers are currently utilizing new digital technologies such as the Internet of Things (IoT), Artificial Intelligence, or Big Data, for new digital offerings. However, these offerings seldom enhance revenue, because companies struggle with business model (BM) dynamics. By analyzing 27 companies through an explorative case-study approach, the authors consider how companies can successfully achieve revenue enhancement through digital offerings. The result is a threefold framework for revenue enhancement through digital offerings. First, this framework distinguishes between three phases of BM dynamics: 1) augmenting products through a "hardware plus" logic, 2) developing a portfolio of multiple logics for creating customer value, 3) integrating this portfolio through platform logic. Second, the framework emphasizes that three barriers, which we refer to as confidence, mixing, and collaboration barrier, limit the progress from Phases 1 to 3. Third, the framework reveals that each phase contains certain modifications of BM components. In the first phase, companies adapt their BM components slightly, so as to advance toward a "hardware plus" logic. In the second phase, companies embrace more radical BM innovations in order to convert services into an outcome-based BM and develop a new software subscription BM. In the third phase, companies modify BM components in order to integrate the BMs internally and to open them up for external collaboration partners.

  • 36.
    Gebauer, Heiko
    et al.
    University of St. Gallen, St. Gallen, Switzerland.
    Edvardsson, Bo
    Karlstad University, Karlstad.
    Gustafsson, Anders
    Karlstad University, Karlstad.
    Witell, Lars
    Karlstad University, Karlstad.
    Match or Mismatch: Strategy Structure Configurations in the Service Business of Manufacturing Companies2010Inngår i: Journal of Service Research, ISSN 1094-6705, E-ISSN 1552-7379, Vol. 13, nr 2, s. 184-197Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    A new trend seems to be emerging for multinational manufacturing companies to make a strategic reorientation into becoming service providers. For some companies, such as Kone and IBM, the revenues from services are 50% or more of their total sales. Despite the increasing interest in exploring various aspects of the service part of the business in manufacturing companies, existing research has not focused on the interdependencies between different service strategies and organizational designs. This article studies different service strategies in manufacturing companies and highlights the organizational design necessary for implementing each service strategy. The service strategies explored are aftersales service providers, customer support service providers, outsourcing partners, and development partners. Each service strategy is supported by organizational design factors related to the service orientation of corporate culture, the service orientation of human resource management, and the service orientation of organizational structures. This research concludes that a specific strategy-structure configuration is needed in order to succeed with a chosen service strategy.

  • 37.
    Gebauer, Heiko
    et al.
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Glaa, Besma
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Tekniska fakulteten.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Transforming service-centric business models during core technology innovations: The case of electric vehicles2022Inngår i: Book of Abstracts, 9th International Conference on Business Servitization (ICBS), 2022Konferansepaper (Fagfellevurdert)
  • 38.
    Gebauer, Heiko
    et al.
    Eawag Swiss Federal Institute Aquat Science and Technology.
    Gustafsson, Anders
    Karlstad University.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Competitive advantage through service differentiation by manufacturing companies2011Inngår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 64, nr 12, s. 1270-1280Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

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

    Fulltekst (pdf)
    fulltext
  • 39.
    Glaa, Besma
    et al.
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Tekniska fakulteten. Karlstad University, Sweden.
    Kristensson, Per
    Karlstad University, Sweden.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten. Karlstad University, Sweden.
    Service teams and understanding of customer value creation2019Inngår i: Service innovation for sustainable business: stimulating, realizing and capturing the value from service innovation / [ed] Per Kristensson, Peter Magnusson, Lars Witell, Singapore: World Scientific, 2019, s. 117-133Kapittel i bok, del av antologi (Fagfellevurdert)
    Abstract [en]

    Key takeaways

    1. The research concerns what type of teams exist in service firms and what the literature has identified as their key characteristics.

    2. This chapter reports on how the configuration of teams used for new service development (in this chapter referred to as “service teams”) affects the understanding of the customer value creation process.

    3. The shift from products to services can be described as a change from value creation through the product’s efficiency alone to value co-creation through the product’s efficiency and effectiveness within the customer’s production process. A value driver that has a certain effect will over time lose this effect; to continue to co-create value, resources have to be com-mitted to activate new value drivers in the business relationship.

    4. The chapter concerns service teams and is relevant for most types of firms.

    5. Those interested in this chapter may also find Chapters 8 and 12 interesting

  • 40.
    Gremyr, Ida
    et al.
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Logistik- och kvalitetsutveckling. Linköpings universitet, Tekniska fakulteten. Chalmers University of Technology, Gothenburg, Sweden.
    Elg, Mattias
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Logistik- och kvalitetsutveckling. Linköpings universitet, Tekniska fakulteten. Linköpings universitet, HELIX Competence Centre.
    Hellström, Andreas
    Chalmers University of Technology, Gothenburg, Sweden.
    Martin, Jason
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Logistik- och kvalitetsutveckling. Linköpings universitet, Tekniska fakulteten.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    The roles of quality departments and their influence on business results2021Inngår i: Total Quality Management and Business Excellence, ISSN 1478-3363, E-ISSN 1478-3371, Vol. 32, nr 7-8, s. 886-897Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    This study explores the various roles of quality departments and investigates whether their roles have different effects on business results. Based on a survey of quality managers in 211 Swedish organisations, the analysis identifies four roles of quality departments: firefighters, auditors, process improvers, and orchestrators. The roles vary in their predominant adoption of Quality Management practices ranging from a narrow scope focusing on quality management systems to a broader scope based on multiple practices. An analysis was performed to identify how each of the identified roles influences business results. The results show that quality departments with a broad focus that combines both explorative and exploitative quality practices contribute the most to business results.

    Fulltekst (pdf)
    fulltext
  • 41.
    Gremyr, Ida
    et al.
    Chalmers.
    Lofberg, Nina
    Karlstad University.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Service innovations in manufacturing firms2010Inngår i: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 20, nr 2, s. 161-175Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose - The purpose of this paper is to identify and describe certain critical dimensions related to service innovation in manufacturing firms. The paper focuses on dimensions related to the service transition, the offering and the development project. Design/methodology/approach - A multiple case study was conducted in order to trace specific service innovations and to explore critical dimensions and events throughout their development. A total of 16 interviews were held, covering service innovations in SKF, Volvo Buses, and Volvo Trucks. Findings - Each of the three service innovations studied are examples of recombinative innovations. While there are some differences in terms of what is innovative, a common theme is the bundling of technology and services. Recombinative innovation opens up the possibility to combine standardization and customization, which has been identified as a success factor for services in manufacturing companies. Originality/value - Although a large number of manufacturing firms are introducing services to utilize the entire life-cycle of the installed base, there is a shortage of literature that includes elaborate empirical accounts of service innovations in manufacturing firms. The study expands the scope for viewing service innovation by not only focusing on the offering but also taking into account service transition and the development project.

  • 42.
    Gremyr, Ida
    et al.
    Chalmers Univ Technol, Sweden.
    Valtakoski, Aku
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten. Karlstad Univ, Sweden.
    Two routes of service modularization: advancing standardization and customization2019Inngår i: Journal of Services Marketing, ISSN 0887-6045, E-ISSN 0887-6045, Vol. 33, nr 1, s. 73-87Artikkel i tidsskrift (Fagfellevurdert)
    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.

  • 43.
    Gremyr, Ida
    et al.
    Chalmers, Gothenburg, Sweden.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten. Karlstad University, Sweden.
    A service innovation framework for manufacturing firms2013Konferansepaper (Fagfellevurdert)
  • 44.
    Gremyr, Ida
    et al.
    Chalmers University of Technology, Gothenburg, Sweden.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Löfberg, Nina
    Karlstad University, Sweden.
    Edvardsson, Bo
    Karlstad University, Sweden.
    Fundin, Anders
    Volvo Construction Equipment and Mälardalen University, Eskilstuna, Sweden.
    Understanding New Service Development and Service Innovation through Innovation Modes2014Inngår i: Journal of business & industrial marketing, ISSN 0885-8624, E-ISSN 2052-1189, Vol. 29, nr 2, s. 123-131Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose – The purpose of this paper is to explore the role of innovation modes in understanding challenges of integrated NSD and NPD, and the use of structured NSD processes in manufacturing firms.

    Design/methodology/approach – The research is based on a two-stage multiple case study. The first stage is an interview study of 17 key informants representing manufacturing firms in the machine industry. The second stage is an in-depth study of three service innovations at three manufacturing firms based on 16 interviews with key informants.

    Findings – The results of the study show that NSD processes are often more structured if the service is developed separately from the product. The fact that different innovation modes benefit from varying degrees of structure in the development process means that integrated service development can be challenging. Furthermore, service innovations often follow a trajectory of innovation modes before succeeding in the market. Some innovation modes occur within the NSD process, while others occur outside the process. One success factor for NSD is the fit between the innovation modes and the NSD process, rather than the NSD process per se.

    Originality/value – This research uses innovation modes to explain why NSD in manufacturing firms is often performed on an ad hoc basis, and how service innovations go through a trajectory of innovation modes. In this way, the study contributes to theory development of service innovation, and specifically service innovations in manufacturing firms.

    Fulltekst (pdf)
    fulltext
  • 45.
    Gustafsson, Anders
    et al.
    Karlstad University, Sweden.
    Aksoy, Lerzan
    Fordham University, NY 10023 USA.
    Brady, Michael K.
    Florida State University, FL 32306 USA.
    McColl-Kennedy, Janet R.
    University of Queensland, Australia.
    Sirianni, Nancy J.
    Northeastern University, MA 02115 USA.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten. Karlstad University, Sweden.
    Wuenderlich, Nancy V.
    University of Paderborn, Germany.
    Conducting service research that matters2015Inngår i: Journal of Services Marketing, ISSN 0887-6045, E-ISSN 0887-6045, Vol. 29, nr 6-7, s. 425-429Artikkel i tidsskrift (Fagfellevurdert)
    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.

  • 46.
    Gustafsson, Anders
    et al.
    Karlstad University, Sweden BI Norwegian School Management, Norway .
    Kristensson, Per
    Karlstad University, Sweden .
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Kvalitetsteknik. Linköpings universitet, Tekniska högskolan.
    Customer co-creation in service innovation: a matter of communication?2012Inngår i: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 23, nr 3, s. 311-327Artikkel i tidsskrift (Fagfellevurdert)
    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.

    Fulltekst (pdf)
    fulltext
  • 47.
    Gustafsson, Anders
    et al.
    BI Norwegian Business Sch, Norway.
    Snyder, Hannah
    BI Norwegian Business Sch, Norway.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten. Karlstad Univ, Sweden.
    Service Innovation: A New Conceptualization and Path Forward2020Inngår i: Journal of Service Research, ISSN 1094-6705, E-ISSN 1552-7379, Vol. 23, nr 2, s. 111-115Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Service innovations challenge existing offerings and business models, shape existing markets, and create new ones. Over the last decade, service research has shown increasing interest in the concept of innovation and should by now have reached maturity and created a strong theoretical basis. However, there is no coherent theoretical framework that captures all the facets of service innovation, and to move service innovation research forward, we must revisit the key assumptions of what an innovation is. To enable this, the present article addresses three fundamental questions about service innovation: (1) What is it and what is it not? (2) What do we know and what do we not know? and (3) What do we need to know to advance service research? By doing so, this article offers an updated and comprehensive definition of service innovation and provides a research agenda to suggest a path forward.

  • 48.
    Guyader, Hugo
    et al.
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Aichagui, Victor
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Ottosson, Mikael
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Closing the green gap: understanding why green consumers choose brown products2014Inngår i: NRWC 2014 The 4th Nordic Retail and Whole Sale Conference, November 5th to 6th of November, 2014, Nordic Retail and Wholesale Association , 2014, s. 1-4Konferansepaper (Annet vitenskapelig)
    Abstract [en]

    This study investigates the impact of in-store marketing and packaging elements on green shopping behavior, aiming to further understand the attitude-behavior Green Gap. The results of first, a choice experiment with 127 respondents and second an eye-tracking experiment with 67 respondents show implications for the retail industry.

    Fulltekst (pdf)
    Closing the green gap: understanding why green consumers choose brown products
  • 49.
    Guyader, Hugo
    et al.
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Mikael, Ottosson
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi.
    Frankelius, Per
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi.
    Witell, Lars
    Karlstad University.
    A Typology for Green Service: Resource Integration and Actors Involvement.2017Inngår i: Proceedings of the QUIS15 International Research Symposium on Service Excellence in Management, 12-15 June 2017, University of Porto, Portugal., 2017, s. 47-56Konferansepaper (Fagfellevurdert)
    Abstract [en]

    This paper presents a typology for green service. It is based on two dimensions: a resource integration dimension to differentiate between different efforts aiming to reduce, reuse, redistribute, recycle or renew resources (for instance natural or operant resources); and a dimension representing whether other ecosystem actors are actively or passively involvement in the green service. The ten types of green service provide an analytical tool for service marketing managers and scholars discussing how to improve or develop green service.

  • 50.
    Guyader, Hugo
    et al.
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Ottosson, Mikael
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Frankelius, Per
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten.
    Witell, Lars
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten. Karlstads Universitet, Karlstad, Sweden.
    Identifying the resource integration processes of green service2020Inngår i: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 31, nr 4, s. 839-859Artikkel i tidsskrift (Fagfellevurdert)
    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).

    Fulltekst (pdf)
    Identifying the resource integration processes of green service
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