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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: 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

Keywords

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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: 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: 28 August 2007

Samuel Petros Sebhatu and Bo Enquist

The aim of this paper is to examine whether the process of organisational change in implementing the environmental quality standard ISO 14001 can act as a driving force…

Abstract

Purpose

The aim of this paper is to examine whether the process of organisational change in implementing the environmental quality standard ISO 14001 can act as a driving force for sustainable development (SD) and value creation.

Design/methodology/approach

The paper first presents an analysis of the concepts of: the ISO 14000 environmental management system (EMS); SD; values‐based value creation; and service quality. These concepts are then applied in a case study of organisational change at Flügger AB (Sweden), a company that has undergone a comprehensive transformation process based on ISO 14001 over a period of more than ten years.

Findings

The study reveals that ISO 14001 certification can be used as an active tool for promoting comprehensive organisational changes leading to SD and value creation.

Research limitations/implications

The single case‐study design of the present research does not enable empirical generalisations to be made. Future research in this area should focus on generalising the present findings by studying the development and integration of values‐based thinking in other empirical settings.

Practical implications

The study provides useful insights into the successful adoption of ISO 14000 EMS as an active tool for SD and value creation.

Originality/value

The paper makes an original contribution to the study of holistic organisational change by explicitly linking the adoption of an EMS with values‐based thinking and sustainability.

Abstract

Details

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

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