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Article
Publication date: 6 September 2018

Bo Enquist and Samuel Petros Sebhatu

The aim of this article is to provide a deeper conceptual understanding of the interdependence between service innovation, sustainability and quality in the age of…

Abstract

Purpose

The aim of this article is to provide a deeper conceptual understanding of the interdependence between service innovation, sustainability and quality in the age of accelerations in the context of cities. The research question is, how can service innovation, sustainability and quality interact in cities to meet the challenges of technology, globalization and climate change?

Design/methodology/approach

The study adopts a qualitative research approach and cases study research method in the context of cities. In this article, meeting the challenges in the age of accelerations is analyzed and interpreted in an abductive process in an interaction between empirical findings of three progressive cities Freiburg, Malmö and Gothenburg and the conceptual and theoretical frame for getting a new meaning.

Findings

The article demonstrates the need for a deeper conceptual understanding of the interdependence of service innovation, sustainability and quality in the age of accelerations. Service innovation and quality improvement cannot be handled as a standalone managerial activity because these processes are part of values-based learning and developing a loop for transformation, value co-creation and sustainability practice.

Research limitations/implications

Future research in this area should focus on generalizing the present findings to securing sustainable service business embedded on social and environmental perspectives and governance issues in other empirical settings and conceptualization.

Societal implications

The article looks into the idea of an ecosystem to achieve a balance between nature and people: “Dynamic” and “complex” ecosystems can be illustrated in different contexts to ensure a strong commitment to societal and environmental perspectives to create value and develop a sustainability practice.

Originality/value

The article makes an original contribution by using insights from service research, quality movement research and from studying actual sustainability practices in the real-life contexts of cities by developing a conceptual paper.

Details

International Journal of Quality and Service Sciences, vol. 10 no. 4
Type: Research Article
ISSN: 1756-669X

Keywords

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Article
Publication date: 1 January 2005

Bo Enquist, Mikael Johnson and Carolina Camén

What is contractual governance in a scenario of performance management? When approached from a static viewpoint, contracting is largely connected with the securing of…

Abstract

What is contractual governance in a scenario of performance management? When approached from a static viewpoint, contracting is largely connected with the securing of resources, thus acquiring a capacity focus. In this article, we focus on contractual governance as a part of performance management for a stakeholder network in a specific, government‐controlled context: Public Transport. In order to contribute to more dynamic and sustainable public service, a more process‐oriented approach to contractual governance is necessary. Public Transportation in Sweden has undergone an initial wave of development, the production paradigm, and is now undergoing what is more a second wave of service, the service paradigm. A third wave of development is approaching: sustainability. We argue that contractual governance creates a more dynamic contractual relationship as a key element of performance management leading to more sustainable public service. We also argue that a proactive approach during the mission will positively affect all the stakeholders involved.

Details

Qualitative Research in Accounting & Management, vol. 2 no. 1
Type: Research Article
ISSN: 1176-6093

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Article
Publication date: 17 April 2008

Bo Enquist, Bo Edvardsson and Samuel Petros Sebhatu

Following this introduction, this paper presents two conceptual and theoretical analyses – (i) CSR and its relation to profit and charity (ii) CSR as part of a service…

Abstract

Following this introduction, this paper presents two conceptual and theoretical analyses – (i) CSR and its relation to profit and charity (ii) CSR as part of a service business model. The paper then illustrates these concepts using a comparative study of four service firms, with particular emphasis on their different CSR activities and how these affect the mission of each company. All four of the service companies are global actors with strong Service Brands (Edvardsson, Enquist and Hay, 2006) and a leading position in using CSR as a driving force for doing business: IKEA, Starbucks, H&M and the Body Shop. The paper then draws together the conceptual analysis and the case studies in a discussion of how CSR can be a proactive driver in the service business. Because of the limit space for a QMOD paper the focus is on the conceptual and theoretical analysis part and the empirical part and discussion/conclusion has to be further developed.

Details

Asian Journal on Quality, vol. 9 no. 1
Type: Research Article
ISSN: 1598-2688

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Article
Publication date: 9 March 2015

Bo Enquist, Samuel Petros Sebhatu and Mikael Johnson

The purpose of this paper is to provide a deeper understanding of transcendence as business logic and to advance value co-creation and value network thinking. The authors…

Abstract

Purpose

The purpose of this paper is to provide a deeper understanding of transcendence as business logic and to advance value co-creation and value network thinking. The authors are looking for business logic to have wider understanding of sustainable business. Understanding how value is “networked” and “co-created” by what the authors will call “transcendent business logic” in specific contextual settings is deemed essential in securing sustainable business, which social and environmental perspectives and governance issues are embedded. The authors lay the foundation for enriching the transcendence for business logics for a sustainable business based on sustainability, stakeholder-unifying perspective and value creation network theories.

Design/methodology/approach

The study adopts a qualitative approach, using multiple case studies to undertake an analysis of the role of transcendence for business logics. Four case studies of private companies and parallel case studies of retail, health care and public organizations (regional public transport networks) are applied. The paper further asses a methodological approach goes beyond the positivistic paradigm in service research to understand the texts and analyze the research materials. This section presents the methodological approach based on transcendence beyond objectivism and relativism and the transformation process of transcendence business logic.

Findings

The paper demonstrates that “different business logics” contributes to securing sustainable business embedded on social and environmental perspectives on governance issues. The authors have shown this based on the idea of transcendence, which can be used from a methodological point of view based on a deeper understanding beyond objectivism and relativism. The authors argued in this paper for a methodological path beyond functionalism. The authors are providing a deeper understanding of the business logic; co-creating value for people and developing sustainability for society. The study has also shown that values form the network, and co-creation is the basis for transcending the business logics.

Originality/value

The paper makes original contribution to the exploring transcendence for business logics to be in lieu of guiding open source business models based on the need for understanding of the new logic in the new complex landscape. In service research, the main theoretical challenges of understand and integrating value co-creation and value networks to secure sustainable businesses are founded on the principles of steering and navigation. In this study the authors addressed the need for advancement of value co-creation network thinking and perusal for the business logic to have a wider understanding of sustainable business.

Details

Journal of Service Theory and Practice, vol. 25 no. 2
Type: Research Article
ISSN: 2055-6225

Keywords

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Article
Publication date: 1 January 2006

Bo Edvardsson and Bo Enquist

The purpose of this paper is to explore the role of change pressure exerted by the “market” on governmental services in quality improvement processes. Two research…

Abstract

Purpose

The purpose of this paper is to explore the role of change pressure exerted by the “market” on governmental services in quality improvement processes. Two research questions are investigated. How can the role of external pressure exerted by customers and users, for quality improvement, be described and understood in governmental services? How can we understand the internal response (to external pressure exerted by customers and users, for change and quality improvement) as a strategic and cultural process?

Design/methodology/approach

This study focuses on two main levels: the operational level, where we analyse how the service offerings (or concepts) are designed to meet the needs (and changing needs) of the customers/citizens, the design of the service process, and the formation of the service system in terms of resources, organisational structure and culture; and the strategic level, where we analyse the interdependence between service strategy and service culture. Three cases originating from governmental services in Sweden form the empirical basis for the study.

Findings

First, the service concept must be in line with, and match, the target group to be served. If there is a gap the organisation will have an inherent quality problem. The second lesson is that the service process must be understood and accepted by both the employees and the users/customers. The results show that a lack of flexibility is a common reason behind quality problems. Involving customers more is one way of designing more flexibility. The third lesson is that the service system is also a question of the norms and values forming the basis for a service culture that supports the service process.

Research limitations/implications

The article is based on just three cases from one country. More case studies are needed, and in different cultural contexts.

Practical implications

The pressure for change exerted in governmental organisations is not very different when compared to commercial service companies. Customers are most often the same people, with the same – or similar – needs, expectations and requirements. Quality is assessed in more or less the same way. The differences seem to surface when we take into consideration how external changes exert pressure for change within the organisation, and in the design and delivery of governmental services.

Originality/value

This article contributes to a theoretical point of departure for describing and analysing service quality improvement in a dynamic perspective, where both the key aspects of service strategy and service culture are taken into consideration. The empirical study shows that the framework is useful and produces fruitful empirical findings.

Details

The TQM Magazine, vol. 18 no. 1
Type: Research Article
ISSN: 0954-478X

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Article
Publication date: 15 June 2015

Bo Enquist, Mikael Johnson and Åsa Rönnbäck

This paper aims to contribute to the debate on business excellence by comparing the business excellence models of Malcolm Baldrige, European Foundation for Quality…

Abstract

Purpose

This paper aims to contribute to the debate on business excellence by comparing the business excellence models of Malcolm Baldrige, European Foundation for Quality Management and Swedish Institute for Quality. By assessing these in relation to today’s new business landscape, the authors suggest that emphasising issues such as stakeholder co-creation of value, stakeholder dialogue, service innovation, service logic, business ethics and different views on resource integration can alter the view of quality improvement from economic, social and environmental perspectives, in turn, leading to Business Excellence 2.0.

Design/methodology/approach

This study examines three business excellence models and compares their adoption of the concepts of today’s new business landscape. The study focuses on whether the models’ fundamental principles and concepts are aligned with the views on sustainability, stakeholder co-creation and service innovation.

Findings

The examined business excellence models do not fully respond to the requirements of today’s business landscape. To gain relevance in the private sector, the fundamental ideas of the models in terms of concepts, criteria and evaluation processes must be rethought. Such an opportunity enables the quality movement and service logic research to come together to develop new business excellence models that incorporate the challenges of today’s business landscape.

Research limitations/implications

This paper illustrates the need to develop business excellence models to address the perspectives of today’s new business landscape.

Practical implications

By incorporating strategies in sustainability, stakeholder co-creation and service innovation in business excellence models, organisations can deliver sustainable business growth.

Originality/value

The paper sheds new light on how business excellence models can incorporate aspects of the new business landscape. It also shows how the quality movement and the ongoing service logic research can come together to develop a new business excellence model that addresses the challenges in the new business landscape.

Details

International Journal of Quality and Service Sciences, vol. 7 no. 2/3
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 17 July 2007

Bo Enquist, Bo Edvardsson and Samuel Petros Sebhatu

The purpose of this research is to present a model for values‐based sustainable service business grounded in the concept of values‐based service quality.

Abstract

Purpose

The purpose of this research is to present a model for values‐based sustainable service business grounded in the concept of values‐based service quality.

Design/methodology/approach

Based on a literature review and interpretations of five narratives from a values‐driven company, IKEA, the paper proposes a model of values‐based service quality for sustainable service business.

Findings

The study distinguishes four dimensions of values‐based service quality and five dimensions of sustainability. These are all incorporated in the proposed model.

Originality/value

This is a fundamental study of the role of values‐based service quality in creating sustainable service business based on value‐in‐use for customers and the desirable values of corporate culture with which products and services are associated.

Details

Managing Service Quality: An International Journal, vol. 17 no. 4
Type: Research Article
ISSN: 0960-4529

Keywords

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Article
Publication date: 1 May 2006

Bo Edvardsson, Bo Enquist and Michael Hay

The purpose of this paper is to present a model for values‐based service brands grounded in values‐based service management. In undertaking this task, the paper addresses…

Abstract

Purpose

The purpose of this paper is to present a model for values‐based service brands grounded in values‐based service management. In undertaking this task, the paper addresses two research questions: “What is the role of values in creating customer value and corporate identity?” and “How can values and corporate identity be communicated to customers and thus contribute to customer‐perceived service value?”.

Design/methodology/approach

Based on five narratives from a value‐driven company, IKEA, the paper proposes a model of values‐based service brands in action. The model is based on interpretations of how IKEA manages and communicates values in practising values‐based service management.

Findings

The study distinguishes four types of “values” in the example of IKEA: economic, social, environmental, and communication‐based. These are incorporated into the model.

Originality/value

This is the first study of the role of values‐based service brands in creating value in use for customers.

Details

Managing Service Quality: An International Journal, vol. 16 no. 3
Type: Research Article
ISSN: 0960-4529

Keywords

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Article
Publication date: 26 April 2011

Bo Enquist, Carolina Camén and Mikael Johnson

The aim of this paper is to explore the links between contractual governance and performance measurement in a value network for public service business, in the context of…

Abstract

Purpose

The aim of this paper is to explore the links between contractual governance and performance measurement in a value network for public service business, in the context of public transport, by positing service‐dominant logic (S‐D logic) as an alternative paradigm to the conventional goods‐dominant logic (G‐D logic). The paper addresses the following research questions: how does S‐D logic influence contractual governance and performance measurement? How do these influences of S‐D logic on contractual governance and performance measurement affect the governance of public service businesses in a value network?

Design/methodology/approach

The study adopts a qualitative approach, using case studies to undertake an analysis of the role of contractual governance and performance management in the Swedish public transport system.

Findings

The paper demonstrates that the current model of contractual governance and performance measurement is focused on operand resources, and driven by G‐D logic, rather than focused on operant resources, with S‐D logic. The effect of this dichotomy is an effective negation of the professed desire for a customer‐oriented public service system. The paper also develops and proposes a viable model of how a redefined arrangement, based on S‐D logic, could be achieved. The challenge is to govern a loosely coupled value network based on values rather than rules. Another challenge is how to create more sustainable public service based on value‐in‐use for all stakeholders in the value network. When developing a service business based on S‐D logic, it is important to invest resources in accordance with a balanced set of social, environmental and economic perspectives. The current study also contributes to the ongoing discussion of S‐D logic as an open source.

Originality/value

In service research, little attention has been devoted to the links between contractual governance and performance measurement. The paper proposes and develops a novel model of contractual governance and performance measurement based on S‐D logic.

Details

Journal of Service Management, vol. 22 no. 2
Type: Research Article
ISSN: 1757-5818

Keywords

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Article
Publication date: 16 October 2009

Åsa Rönnbäck, Lars Witell and Bo Enquist

The purpose of this paper is to explore the role of a quality management system (QMS) for the assurance and improvement of value in an inter‐organizational business…

Abstract

Purpose

The purpose of this paper is to explore the role of a quality management system (QMS) for the assurance and improvement of value in an inter‐organizational business relationship. The study is carried out in the public transportation industry where service provision has been outsourced.

Design/methodology/approach

In‐depth interviews are conducted with 26 participants from two organizations involved in an inter‐organizational business relationship. From the interview material, the authors identified the drivers that create value for the inter‐organizational business relationship and for the customers of public transportation. All value drivers are categorized according to the central areas in a QMS.

Findings

The results show that internal processes and management responsibility are central areas where value is destroyed. Since service provision has been outsourced, this means that the intended value is never experienced by the customer.

Research limitations/implications

The identified value creators and destroyers originate from the suppliers' view and focus on how the different suppliers create value for customers.

Practical implications

Managers should acquire knowledge about the value they create or destroy and focus on improving the value‐creation processes. The QMS can be used to assure and improve value creation in an inter‐organizational business relationship.

Originality/value

The research sheds light on the difficulties and possibilities in value creation where service provision has been outsourced.

Details

International Journal of Quality and Service Sciences, vol. 1 no. 3
Type: Research Article
ISSN: 1756-669X

Keywords

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