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Article
Publication date: 18 October 2017

Per Myhren, Lars Witell, Anders Gustafsson and Heiko Gebauer

Open service innovation is an emergent new service development practice, where knowledge on how to organize development work is scarce. The purpose of the present research…

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2560

Abstract

Purpose

Open service innovation is an emergent new service development practice, where knowledge on how to organize development work is scarce. The purpose of the present research is to identify and describe relevant archetypes of open service innovation. The study views an archetype as an organizing template that includes the competence of participants, organizing co-creation among participants and ties between participants. In particular, the study’s interest lies in how open service innovation archetypes are used for incremental and radical service innovation.

Design/methodology/approach

For the research, a nested case study was performed, in which an industrial firm with nine open service innovation groups was identified. Forty-five interviews were conducted with participants. For each case, first a within-case analysis was performed, and how to perform open service innovation in practice was described. Then, a cross-case analysis identifying similarities and differences between the open service innovation groups was performed. On the basis of the cross-case analysis, three archetypes for open service innovation were identified.

Findings

The nested case study identified three archetypes for open service innovation: internal group development, satellite team development and rocket team development. This study shows that different archetypes are used for incremental and radical service innovation and that a firm can have multiple open service innovation groups using different archetypes.

Practical implications

This study provides suggestions on how firms can organize for open service innovation. The identified archetypes can guide managers to set up, develop or be part of open service innovation groups.

Originality/value

This paper uses open service innovation as a mid-range theory to extend existing research on new service development in networks or service ecosystems. In particular, it shows how open service innovation can be organized to develop both incremental and radical service innovations.

Details

Journal of Services Marketing, vol. 32 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

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Article
Publication date: 8 October 2020

Anders Gustafsson and Per Kristensson

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439

Abstract

Details

Journal of Service Management, vol. 31 no. 4
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 19 February 2020

Lars Witell, Maria Holmlund and Anders Gustafsson

The purpose of this study is to highlight the role of qualitative research in service research. This study discusses what qualitative research is, what role it has in…

Abstract

Purpose

The purpose of this study is to highlight the role of qualitative research in service research. This study discusses what qualitative research is, what role it has in service research and what interest, rigor, relevance and richness mean for qualitative service research.

Design/methodology/approach

This study examines the most common qualitative research methods and discusses interest, rigor, relevance and richness as key characteristics of qualitative research. The manuscripts in the special issue are introduced and categorized based on their contributions to service research.

Findings

The findings suggest that the amount of research using qualitative research methods has remained stable over the last 30 years. An increased focus on transparency and traceability is important for improving the perceived rigor of qualitative service research.

Originality/value

This special issue is the first issue that is explicitly devoted to the qualitative research methodology in service research. In particular, the issue seeks to contribute to a better use and application of qualitative research methodology.

Details

Journal of Services Marketing, vol. 34 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

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Article
Publication date: 11 February 2020

Maria Holmlund, Lars Witell and Anders Gustafsson

The purpose of this paper is to provide authors with guidelines for carrying out excellent qualitative service research. It describes the features that editors and…

Abstract

Purpose

The purpose of this paper is to provide authors with guidelines for carrying out excellent qualitative service research. It describes the features that editors and reviewers use to evaluate qualitative research and pinpoints what authors can do to improve their manuscripts for publication.

Design/methodology/approach

The paper identifies five features of excellent qualitative service research – relevance, rigor, integrity, narration and impact – and describes them with a focus on what they mean and what authors can do to meet these standards.

Findings

The paper suggests that manuscripts are often rejected because they fail to meet key standards of excellent qualitative research. It calls for more discussion on research methodology and research ethics, especially when service research strives to make a difference such as investigating critical service contexts or dealing with vulnerable participants.

Originality/value

This paper contributes to a better use and application of qualitative research methodology. It focuses on specific actions that researchers can take to improve the quality of their service research manuscripts.

Details

Journal of Services Marketing, vol. 34 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

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Article
Publication date: 15 October 2019

Nanouk Verhulst, Arne De Keyser, Anders Gustafsson, Poja Shams and Yves Van Vaerenbergh

The purpose of this paper is to discuss recent developments in neuroscientific methods and demonstrate its potential for the service field. This work is a call to action…

Abstract

Purpose

The purpose of this paper is to discuss recent developments in neuroscientific methods and demonstrate its potential for the service field. This work is a call to action for more service researchers to adopt promising and increasingly accessible neuro-tools that allow the service field to benefit from neuroscience theories and insights.

Design/methodology/approach

The paper synthesizes key literature from a variety of domains (e.g. neuroscience, consumer neuroscience and organizational neuroscience) to provide an in-depth background to start applying neuro-tools. Specifically, this paper outlines the most important neuro-tools today and discusses their theoretical and empirical value.

Findings

To date, the use of neuro-tools in the service field is limited. This is surprising given the great potential they hold to advance service research. To stimulate the use of neuro-tools in the service area, the authors provide a roadmap to enable neuroscientific service studies and conclude with a discussion on promising areas (e.g. service experience and servicescape) ripe for neuroscientific input.

Originality/value

The paper offers service researchers a starting point to understand the potential benefits of adopting the neuroscientific method and shows their complementarity with traditional service research methods like surveys, experiments and qualitative research. In addition, this paper may also help reviewers and editors to better assess the quality of neuro-studies in service.

Details

Journal of Service Management, vol. 30 no. 5
Type: Research Article
ISSN: 1757-5818

Keywords

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Article
Publication date: 28 May 2021

Naveen Donthu, Satish Kumar, Chatura Ranaweera, Debidutta Pattnaik and Anders Gustafsson

Journal of services marketing (JSM) is a leading journal that has published cutting-edge research in services marketing over the past 34 years. The main objective of this…

Abstract

Purpose

Journal of services marketing (JSM) is a leading journal that has published cutting-edge research in services marketing over the past 34 years. The main objective of this paper is to provide a retrospective of the thematic structure of papers published in JSM over its publication history.

Design/methodology/approach

This study uses bibliometric methods to present a retrospective overview of JSM themes between 1987 and 2019. Using keywords co-occurrence analysis, this paper unveils the thematic structure of JSM’s most prolific themes. Bibliographic coupling analysis uncovers the research trends of the journal.

Findings

Leading authors, leading institutions, authors’ affiliated countries and critically, the dominant themes of JSM are identified. As its founding, JSM has published approximately 40 papers each year, with 2019 being its most productive year. On average, lead JSM authors to collaborate with 1.30 others. Keywords co-occurrence analysis identifies nine prominent thematic clusters, namely, “marketing to service”, “quality, satisfaction and delivery systems”, “service industries”, “relationship marketing”, “service failure, complaining and recovery”, “service dominant logic”, “technology, innovation and design”, “wellbeing” and “service encounters”. Bibliographic coupling analysis groups JSM papers into four clusters, namely, “brand & customer engagement behaviour”, “service co-creation”, “service encounters & service recovery” and “social networking”.

Research limitations/implications

This study is the first to analyse the thematic structure of JSM themes over its history. The themes are analysed across time periods and then compared to dominant themes identified in contemporary service research agendas. Recommendations are made based on the gaps found. This retrospective review will be useful to numerous key stakeholders including the editorial board and both existing and aspiring JSM contributors. The selection of literature is confined to Scopus.

Originality/value

JSM’s retrospection is likely to attract readership to the journal. The study’s recommendations regarding which areas have matured and which are still ripe for future contributions will offer useful guidelines for all stakeholders.

Details

Journal of Services Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0887-6045

Keywords

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Article
Publication date: 1 December 1999

Fredrik Ekdahl, Anders Gustafsson and Bo Edvardsson

The airline industry will be going through dramatic changes in the years to come. This is due foremost to altered customer demands and expectations but also to…

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2214

Abstract

The airline industry will be going through dramatic changes in the years to come. This is due foremost to altered customer demands and expectations but also to deregulation of the airline business. Many airline companies have lost track of the true needs of their passengers and are trapped in outdated views of what airline service is all about. The paper illustrates how Scandinavian Airlines System (SAS) has tried to set a new standard for customer focused services. Part of this effort was a thorough investigation into the concerns of the customers throughout the entire travel experience. Based on the results, SAS has tried to build an understanding of its passengers and today it develops services founded on what SAS believes are the customers’ true needs and expectations.

Details

Managing Service Quality: An International Journal, vol. 9 no. 6
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 21 March 2016

Roderick J. Brodie and Anders Gustafsson

The purpose of this paper is to explore enhancing theory development in service research and provide an overview of the five essays on theorizing initiated by the…

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1817

Abstract

Purpose

The purpose of this paper is to explore enhancing theory development in service research and provide an overview of the five essays on theorizing initiated by the International Network for Service Research workshop, held at Karlstad, Sweden in September 2014.

Design/methodology/approach

A collaborative theorizing process which was initiated at the Karlstad, Sweden workshop.

Findings

Six (five from the event and the introduction) original and provocative essays that explore different aspects of theorizing in service research.

Originality/value

Exploring how a collaborative approach to research can be used.

Details

Journal of Service Management, vol. 27 no. 1
Type: Research Article
ISSN: 1757-5818

Keywords

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Article
Publication date: 1 April 2005

Anders Gustafsson

To introduce the special issue focusing on the QUIS 9 symposium.

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906

Abstract

Purpose

To introduce the special issue focusing on the QUIS 9 symposium.

Design/methodology/approach

A brief perspective of the best papers presented at the Quality in Services (QUIS9) symposium held at Karlstad university, Sweden in June 2004.

Findings

Outlines some of the highlights surrounding the conference.

Originality/value

Provides a brief report of the context of the conference.

Details

International Journal of Service Industry Management, vol. 16 no. 2
Type: Research Article
ISSN: 0956-4233

Keywords

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Article
Publication date: 12 August 2014

Line Lervik Olsen, Lars Witell and Anders Gustafsson

The purpose of this paper is to contribute to the literature on customer orientation by developing and empirically testing a model that attempts to explain the elements…

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7519

Abstract

Purpose

The purpose of this paper is to contribute to the literature on customer orientation by developing and empirically testing a model that attempts to explain the elements that constitute customer orientation and that, in turn, influence customer satisfaction. In particular, this study focuses on how service firms design, collect, analyse and use customer-satisfaction data to improve service performance. This study has the following three research objectives: to understand the process and, as a consequence, the phases of customer orientation; to investigate the relationships between the different phases of customer orientation and customer satisfaction; and to examine activities in the different phases of customer orientation that result in higher customer satisfaction.

Design/methodology/approach

This study, combining quantitative and qualitative research, is based on a cross-sectional survey of 320 service firms and a multiple case study of 20 organisational units at a large service firm in the European telecom industry.

Findings

The results show that customer orientation consists of a process that includes three phases: strategy, measurement and analysis and implementation. Contrary to previous research, implementation has the strongest influence on customer satisfaction. In turn, customer satisfaction influences financial results. In-depth interviews with managers provided insights into the specific activities that are key for turning customer-satisfaction measurements into action.

Originality/value

This research contributes to the literature on customer orientation by developing and empirically testing a model that attempts to explain what constitutes customer orientation and, in turn, influences customer satisfaction and financial results. Given the large amount of research on customer satisfaction, studies on how service firms collect and use customer-satisfaction data in practice are scarce.

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