Search results

1 – 10 of over 1000
Article
Publication date: 6 December 2018

Lisa Källström and Jens Hultman

Using service-based logic as its theoretical lens, this study aims to approach residents’ place satisfaction in a novel way. The purpose is to explore residents…

Abstract

Purpose

Using service-based logic as its theoretical lens, this study aims to approach residents’ place satisfaction in a novel way. The purpose is to explore residents’ perception of the place in which they live and to shed new light on their place satisfaction.

Design/methodology/approach

The paper is based on explorative qualitative focus group research. Data were collected in two typical municipalities in southern Sweden. The sampling procedure was purposive, resulting in six focus groups, consisting of a total of 33 residents. The empirical material was transcribed and analyzed using a structured content analysis inspired by grounded theory.

Findings

A model for understanding residents’ perceptions of what constitutes a good place to live is introduced. The model shows that many value propositions are produced in the provider sphere, independent of the user, for example by the municipality or the business sector. Other value propositions are co-created in a joint sphere, meaning that the user is actively involved in the production of these value propositions. The resident then uses different value propositions to create value-in-use in the resident sphere, independent of the provider, and to co-create value-in-use in the joint sphere.

Originality/value

The study creates a bridge between the stream of research on place satisfaction and studies that take stakeholders and co-creation into consideration; it shifts from the prevalent provider perspective on place branding and static place attributes to a focus on the relationship between users and providers.

Details

Journal of Place Management and Development, vol. 12 no. 3
Type: Research Article
ISSN: 1753-8335

Keywords

Article
Publication date: 7 March 2016

Lisa Källström and Christer Ekelund

The purpose of this paper is to explore the role of the municipality in the place marketing context and to describe how municipalities work on making their place good to…

Abstract

Purpose

The purpose of this paper is to explore the role of the municipality in the place marketing context and to describe how municipalities work on making their place good to live in. The study rests on abductive reasoning whereby service-based logic forms the study and offers a theoretical framework for how to approach the phenomena.

Design/methodology/approach

A qualitative study in the form of 20 semi-structured interviews with leading elected officials and civil servants is used to let us understand how two typical municipalities in southern Sweden work on making their municipality a good place for their residents to live in. Content analysis is used to analyze the data.

Findings

The study reveals how municipalities work on creating opportunities for interactions between themselves and their residents, as well as offers insight into what value propositions the municipalities believe they offer their residents. The current study shows that the geographical location and the natural environment, basic and essential services, accommodations, urban quality, recreation and leisure and ambience constitute important dimensions in the place offering.

Originality/value

Service-based logic is used as a backdrop to facilitate the analysis in this study, which emphasizes value propositions offered by the municipality and interactions between the municipality and its residents, which increase our understanding of how municipalities work on making their place good to live in. The service-based logic help shed new light on the place marketing context and allows us to understand the context in a new way.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 10 no. 1
Type: Research Article
ISSN: 1750-6182

Keywords

Article
Publication date: 11 March 2014

Mylaine Breton, Lise Lamothe and Jean-Louis Denis

– The aim of this paper is to illustrate and discuss how healthcare organisations can act as institutional entrepreneurs in a context of change.

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Abstract

Purpose

The aim of this paper is to illustrate and discuss how healthcare organisations can act as institutional entrepreneurs in a context of change.

Design/methodology/approach

The authors conducted an in-depth longitudinal case study (2005-2008) of a healthcare organisation in the province of Quebec, Canada. Data collection consisted of real-time observations of senior managers (n=87), interviews (n=24) with decision-makers and secondary data analysis of documents.

Findings

The paper reports on the extent to which entrepreneurial healthcare organisations can be a driving force in the creation of a new practice. The authors analyse the development of a diabetes reference centre by a healthcare organisation acting as an institutional entrepreneur that illustrates the conceptualisation of an innovation and the mobilisation of resources to implement it and to influence other actors in the field. The authors discuss the case in reference to three stages of change: emergence, implementation and diffusion. The results illustrate the different strategies used by managers to advance their proposed projects.

Research limitations/implications

This study helps to better understand the dynamics of mandated change in a mature field such as healthcare and the roles played by organisations in this process. By adopting a proactive strategy, a healthcare organisation can play an active role and strongly influence the evolution of its field.

Originality/value

This paper is one of only a few to analyse strategies used by healthcare organisations in the context of mandated change.

Details

Journal of Health Organization and Management, vol. 28 no. 1
Type: Research Article
ISSN: 1477-7266

Keywords

Article
Publication date: 14 September 2015

Lilliemay Cheung and Janet R. McColl-Kennedy

The purpose of this paper is to introduce a transformative service logic-based framework designed to help researchers and practitioners better understand resource…

1151

Abstract

Purpose

The purpose of this paper is to introduce a transformative service logic-based framework designed to help researchers and practitioners better understand resource integration in liminal periods.

Design/methodology/approach

Using netnography, we show how consumers across four countries integrate resources, adopting different value creation practices following natural disasters.

Findings

The authors’ novel framework extends current conceptualizations of social and economic exchange. Following a natural disaster, a state of ‘liminality’ occurs when the market economy is temporarily displaced by the moral economy, transitioning to a new transformative service logic.

Research limitations/implications

Important implications for theory and practice are discussed.

Originality/value

This research proposes an organizing framework comparing the market economy logic and moral economy logic with the new transformative service logic.

Details

Journal of Services Marketing, vol. 29 no. 6/7
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 27 June 2008

Christian Grönroos

In the discussion on service‐dominant logic and its consequences for value creation and marketing the inner meaning of the value‐in‐use notion and the nature of service…

26268

Abstract

Purpose

In the discussion on service‐dominant logic and its consequences for value creation and marketing the inner meaning of the value‐in‐use notion and the nature of service marketing have not been considered thoroughly. The purpose of this paper is to analyze the meaning of a service logic as a logic for consumption and provision, respectively, and explore the consequences for value creation and marketing.

Design/methodology/approach

Being a research‐based paper, the topic is approached by theoretical analysis and conceptual development.

Findings

Discussing the differences between value‐in‐exchange and value‐in‐use, the paper concludes that value‐in‐exchange in essence concerns resources used as a value foundation which are aimed at facilitating customers' fulfilment of value‐in‐use. When accepting value‐in‐use as a foundational value creation concept customers are the value creators. Adopting a service logic makes it possible for firms to get involved with their customers' value‐generating processes, and the market offering is expanded to including firm‐customer interactions. In this way, the supplier can become a co‐creator of value with its customers. Drawing on the analysis, ten concluding service logic propositions are put forward.

Research limitations/implications

The analysis provides a foundation for further development of a service logic for customers and suppliers, respectively, (“service logic” is preferred over the normally used “service‐dominant logic”) as well for further analysis of the marketing consequences of adopting such a business and marketing logic.

Practical implications

Marketing practitioners will find new ways of understanding customers' value creation and of developing marketing strategies with an aim to engage suppliers with their customers' consumption processes in order to enhance customer satisfaction.

Originality/value

For a scholarly audience, the paper provides a more truly service‐centric understanding of value creation and of its marketing consequences. For a practitioner audience, it offers service‐based means of further developing marketing practices.

Details

European Business Review, vol. 20 no. 4
Type: Research Article
ISSN: 0955-534X

Keywords

Article
Publication date: 24 October 2018

Tale Skjølsvik

While goods- and service-dominant logics are separated in most research as alternative and often incompatible paradigms, this paper aims to show how these logics can be…

Abstract

Purpose

While goods- and service-dominant logics are separated in most research as alternative and often incompatible paradigms, this paper aims to show how these logics can be and are combined in purchasing strategies in organizations. The paper also illustrates that multiple logics exist in addition to purely goods- or service-based logics.

Design/methodology/approach

The paper is based on empirical data on the purchasing of management consulting services, which represent an extreme context for understanding the combination and intersection of goods- and service-dominant logics. In particular, four in-depth case studies and interviews with 51 sellers and 30 buyers of management consulting services are used to develop a typology of purchasing approaches that combines goods- and service-dominant logics.

Findings

The study shows that goods- and service-dominant logics are combined in two main purchasing phases: supplier set selection and assignment selection. In both these phases, parallel and knowledge-based, embedded and experience-based approaches were identified as ways of combining goods- and service-dominant logics in the purchasing context.

Research limitations/implications

The research presented in the following adds to our existing understanding of possible purchasing strategies under multiple logics in buying organizations. Future research should explore the conditions under which different strategies are and should be applied in organizations.

Practical implications

This paper gives practitioners alternative approaches to choose from in their purchasing and sales of knowledge-intensive services, in addition to transactional and relational strategies.

Originality/value

The research adds to existing research on business and industrial marketing by identifying particular purchasing strategies on a continuum between goods- and service-dominant logics.

Details

Journal of Business & Industrial Marketing, vol. 33 no. 8
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 29 March 2022

Francesco Polese, Antonio Botti and Antonella Monda

Covid-19 pandemic impacted the tourism industry worldwide. Especially in catering, where restaurateurs have had to reinvent their business models, information and…

Abstract

Purpose

Covid-19 pandemic impacted the tourism industry worldwide. Especially in catering, where restaurateurs have had to reinvent their business models, information and communication technologies (ICTs) play a fundamental role in supporting these changes, transforming barriers into opportunities. The purpose of this study is to investigate how restaurateurs’ perception of ICTs has changed before and during Covid-19 and to detect whether ICTs can be considered a tool to foster antifragility, resilience and value co-creation as ideal outcomes.

Design/methodology/approach

This study presents a longitudinal study on the use of ICT platforms by Italian restaurant managers. The case study analyzed is TheFork. Data collection took place in two different rounds: before Covid-19 (year 2017) and during Covid-19 (year 2020).

Findings

The findings of this study reveal how new rules imposed by the Government changed restaurant managers’ attitudes towards technology. In 2017, restaurateurs showed reticence towards technology, not used in a strategic way; today, everyone uses ICT to improve business.

Originality/value

The study shows that ICT platforms enable antifragility, resilience and value co-creation, creating a service ecosystem supporting restaurant management.

Details

Transforming Government: People, Process and Policy, vol. 16 no. 2
Type: Research Article
ISSN: 1750-6166

Keywords

Article
Publication date: 30 March 2012

Heiner Evanschitzky, Arun Sharma and Catja Prykop

Previous research has emphasized the pivotal role that salespeople play in customer satisfaction. In this regard, the relationship between salespeople's attitudes, skills…

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Abstract

Purpose

Previous research has emphasized the pivotal role that salespeople play in customer satisfaction. In this regard, the relationship between salespeople's attitudes, skills, and characteristics, and customer satisfaction remains an area of interest. The paper aims to make three contributions: first, it seeks to examine the impact of salespeople's satisfaction, adaptive selling, and dominance on customer satisfaction. Second, this research aims to use dyadic data, which is a better test of the relationships between constructs since it avoids common method variance. Finally, in contrast to previous research, it aims to test all of the customers of salespeople rather than customers selected by salespeople.

Design/methodology/approach

The study employs multilevel analysis to examine the relationship between salespeople's satisfaction with the firm on customer satisfaction, using a dyadic, matched business‐to‐business sample of a large European financial service provider that comprises 188 customers and 18 employees.

Findings

The paper finds that customers' evaluation of service quality, product quality, and value influence customer satisfaction. The analysis at the selling firm's employee level shows that adaptive selling and employee satisfaction positively impact customer satisfaction, while dominance is negatively related to customer satisfaction.

Practical implications

Research shows that customer‐focus is a key driver in the success of service companies. Customer satisfaction is regarded as a prerequisite for establishing long‐term, profitable relations between company and customer, and customer contact employees are key to nurturing this relationship. The role of salespeople's attitudes, skills, and characteristics in the customer satisfaction process are highlighted in this paper.

Originality/value

The use of dyadic, multilevel studies to assess the nature of the relationship between employees and customers is, to date, surprisingly limited. The paper examines the link between employee attitudes, skills, and characteristics, and customer satisfaction in a business‐to‐business setting in the financial service sector, differentiating between customer‐ and employee‐level drivers of business customer satisfaction.

Article
Publication date: 11 January 2011

Olga Godlevskaja, Jos van Iwaarden and Ton van der Wiele

This paper aims to propose a framework that can be used for analysing services in the automotive industry.

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Abstract

Purpose

This paper aims to propose a framework that can be used for analysing services in the automotive industry.

Design/methodology/approach

Existing categorisation schemes for services are investigated and evaluated in terms of their applicability to services in the automotive industry.

Findings

Services categorisation schemes are grouped under eight service paradigms, expressing the understanding that various authors had about services in different times and contexts.

Research limitations/implications

The remarks are limited to the automotive industry.

Practical implications

The paper suggests services classification schemes, which can be effectively applied to automotive services in order to generate valuable managerial insights.

Originality/value

This paper provides an overview over multiple services categorisation schemes existing in the literature.

Details

International Journal of Quality & Reliability Management, vol. 28 no. 1
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 12 June 2009

Stephen L. Vargo

The purpose of this paper is to propose and elaborate on a service‐dominant‐logic‐based conceptualization of relationship that transcends traditional conceptualizations.

6744

Abstract

Purpose

The purpose of this paper is to propose and elaborate on a service‐dominant‐logic‐based conceptualization of relationship that transcends traditional conceptualizations.

Design/methodology/approach

The paper consists of a review of traditional conceptualizations of relationship, a review of service‐dominant logic foundational premises that are useful in reframing the concept, and supporting views from the institutional economics and business ecosystems literature.

Findings

A transcending, service‐dominant‐logic‐based conceptualization of relationship as a general term representing the network‐with‐and‐within‐network nature of value creation, with transactions as “temporal isolates” of relationships is suggested.

Originality/value

This higher‐order conceptualization of relationship provides a foundation for better understanding the role of relationship in value creation, as well as its correspondence to transactions and products.

Details

Journal of Business & Industrial Marketing, vol. 24 no. 5/6
Type: Research Article
ISSN: 0885-8624

Keywords

1 – 10 of over 1000