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BETA
Salomonson, Nicklas, Professor (biträdande)ORCID iD iconorcid.org/0000-0001-9159-4593
Publications (10 of 68) Show all publications
Fellesson, M. & Salomonson, N. (2020). It takes two to interact: Service orientation, negative emotions and customer phubbing in retail service work. Journal of Retailing and Consumer Services, 54
Open this publication in new window or tab >>It takes two to interact: Service orientation, negative emotions and customer phubbing in retail service work
2020 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 54Article in journal (Refereed) Published
Abstract [en]

The purpose of this paper is to empirically explore the relationship between frontline employees’ service orientation, negative emotions and handling strategies during situations of customer incivility involving phubbing. In such situations, the logic and the practical implications of service orientation are challenged. Drawing on a survey of 2,940 employees in the Swedish retail sector, the paper shows that service orientation impacts upon how situations involving difficult customers are handled, and that this impact is mediated by employees’ negative emotional reactions. The paper contributes to retail management by pointing to the limitations of solely relying on service orientation and similar ideals in situations of customer incivility.

Keywords
Service orientation, customer incivility, customer misbehaviour, phubbing, negative emotions, handling strategies, frontline employees, retail
National Category
Business Administration
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-22765 (URN)10.1016/j.jretconser.2020.102050 (DOI)
Projects
Att jobba med jobbiga kunder - Tjänstearbete mellan kundideal och organisatoriska realiteterKundideal och organisatoriska realiteter - Servicemöten, konflikter och diskursiva kunder
Funder
Forte, Swedish Research Council for Health, Working Life and Welfare, 2012-0741
Available from: 2020-02-02 Created: 2020-02-02 Last updated: 2020-02-24Bibliographically approved
Roos, M., Salomonson, N. & Frances, S. (2019). En kollektivresa som andra. In: Anders Carlander, Patrik Öhberg & Elias Mellander (Ed.), Ingen kommer undan kulturen: (pp. 129-142). Göteborg: Göteborgs universitet: SOM-institutet
Open this publication in new window or tab >>En kollektivresa som andra
2019 (Swedish)In: Ingen kommer undan kulturen / [ed] Anders Carlander, Patrik Öhberg & Elias Mellander, Göteborg: Göteborgs universitet: SOM-institutet , 2019, p. 129-142Chapter in book (Refereed)
Abstract [sv]

Samhället ska säkerställa att personer med funktionsnedsättning får tillgång till transporter på lika villkor som andra. I detta kapitel jämförs personer med omfattande funktionsnedsättning och den övriga befolkningen i två Västsvenska kommuner (Göteborg och Kungsbacka) avseende hur ofta de använder kollektivtrafik och deras attityder till den. Samtidigt som den Västsvenska SOM-undersökningen distribuerades 2018 så skickades en enkät till samtliga personer i de två kommunerna som hade personlig assistans för grundläggande behov minst 20 timmar i veckan. Resultaten visar att personer med omfattande funktionsnedsättning använder kollektivtrafiken mindre frekvent än övriga befolkningen. De saknar i högre grad också uppfattning om kollektivtrafiken. Jämfört med befolkningen i övrigt anser fler personer med omfattande funktionsnedsättning att kollektivtrafiken inte är ett rimligt alternativ i deras vardag samt att de blir sämre bemötta av kollektivtrafikens personal. För att göra kollektivtrafiken mer inkluderande är det därför viktigt att undanröja hinder relaterade till personalens bemötande och inte enbart fokusera på tillgängligheten av vägar och fordon.

Place, publisher, year, edition, pages
Göteborg: Göteborgs universitet: SOM-institutet, 2019
Series
SOM-rapport, ISSN 0284-4788 ; 75
National Category
Business Administration
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-22188 (URN)
Available from: 2019-12-13 Created: 2019-12-13 Last updated: 2019-12-19Bibliographically approved
Lindberg, U., Salomonson, N., Sundström, M. & Wendin, K. (2018). Consumer perception and behavior in the retail foodscape – A study of chilled groceries. Journal of Retailing and Consumer Services, 40, 1-7
Open this publication in new window or tab >>Consumer perception and behavior in the retail foodscape – A study of chilled groceries
2018 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 40, p. 1-7Article in journal (Refereed) Published
Abstract [en]

In the retail grocery business, new competitors such as pure e-commerce players are growing fast, and, in order to compete, ‘brick and mortar’ stores such as supermarkets need to become more professional at providing excellent customer service, and to use the physical servicescape as the main competitive advantages. However, supermarkets also face a challenge to offer consumers high quality products while at the same time providing a pleasant and functional servicescape. Products like groceries often need to be stored in cabinets due to strict regulations and in order to maintain correct temperatures. Some of these cabinets have doors which make them more energy-efficient (Evans et al., 2007 ;  Faramarzi et al., 2002), reduces costs, and contributes to grocery quality, but it can also affect the perceived servicescape, and risk a negative impact on sales (Waide, 2014; Kauffeld, 2015). For example, moisture from the atmosphere that condenses on the inside of the door glass (Fricke and Bansal, 2015) may make the cabinets less transparent, and doors can obstruct consumers from passing by. Thus, having chilled groceries in cabinets with doors can be both beneficial and problematic. However, no studies have been conducted on how open (no doors) or closed (with doors) cabinets for chilled groceries impact consumer perception and behavior. Hence, the purpose of the study is to contribute to an understanding of how consumers behave and what they perceive when shopping chilled groceries from cabinets with doors and without doors in the supermarket.

Based on a qualitative research approach, combining in-store observations and focus group interviews, and focusing on Bitner's (1992) three environmental variables in the servicescape, i.e. (1) ambient condition, (2) space and functions, and (3) signs, symbols and artifacts, the study investigates the question: do open or closed cabinets for chilled groceries in the supermarket impact consumer perception and behavior, and if so, how?

Our results indicate that consumers’ behavior and perceptions of the foodscape differ when there are doors or no doors on the cabinets. The paper thereby contributes to servicescape research by focusing on a particular part of supermarkets – the foodscape for chilled groceries–and by enhancing the understanding of environmental variables in the servicescape. The results further show how doors lead to different forms of approach or avoidance behavior in terms of accessibility and that consumers’ vision, olfaction and tactility all influence consumers’ perceptions of freshness and cleanliness in relation to doors or no doors. Our results also have practical implications for retailers who are designing new stores or considering changes in existing store layouts.

Keywords
grocery retail, consumer behavior, consumer perception, servicescape, foodscape
National Category
Social Sciences Interdisciplinary
Research subject
Resource Recovery
Identifiers
urn:nbn:se:hb:diva-12572 (URN)10.1016/j.jretconser.2017.09.001 (DOI)000416655400001 ()
Funder
Swedish Retail and Wholesale Development Council
Available from: 2017-09-13 Created: 2017-09-13 Last updated: 2018-11-29Bibliographically approved
Echeverri, P. & Salomonson, N. (2017). Bi-directional and Stratified Demeanour in Value Forming Service Encounter Interactions. Journal of Retailing and Consumer Services, 36, 93-102
Open this publication in new window or tab >>Bi-directional and Stratified Demeanour in Value Forming Service Encounter Interactions
2017 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 36, p. 93-102Article in journal (Refereed) Published
Abstract [en]

The purpose of this paper is to unearth the bi-directional and stratified nature of service encounter interactions. Drawing on a detailed empirical study of service demeanour in mobility services, seen from a customer perspective, we outline a classification of 6 overarching demeanour practices, 20 sub-activities, and interactional sequences, explaining how value co-formation is realized. We suggest that value derives from bi-directional activities mutually combined in congruent ways, avoiding counterproductive interactions.

Keywords
Value co-creation, Bi-directionality, Interaction, Service encounter demeanour, Transformative service research
National Category
Business Administration
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-12593 (URN)10.1016/j.jretconser.2017.01.007 (DOI)000401368700010 ()2-s2.0-85010782686 (Scopus ID)
Available from: 2017-09-18 Created: 2017-09-18 Last updated: 2019-01-03Bibliographically approved
Echeverri, P. & Salomonson, N. (2017). Embodied Value Co-Creation: A Turn-taking Perspective on Service Encounter Interactions. Journal of Creating Value, 3(1), 1-17
Open this publication in new window or tab >>Embodied Value Co-Creation: A Turn-taking Perspective on Service Encounter Interactions
2017 (English)In: Journal of Creating Value, ISSN 2394-9643, Vol. 3, no 1, p. 1-17Article in journal (Refereed) Published
Abstract [en]

This article aims at advancing research on value creation in service marketing by applying theories of turn-taking and multimodality. It is argued that there is a need to uncover what is inherent in the prefix ‘co’ in value co-creation and that focus needs to be broadened, from perception of value to the production of value, that is, the specific reciprocal and embodied actions in service encounters.

For the analysis, an empirical study of complex interactions between service providers and customers is used. A practice approach is applied, combining interviews and observations of interactants in situ.

The article identifies four specific turn-taking patterns, ranging from ‘simple’ to ‘elaborated’, defined by their character and that uncover how the interactants reciprocally use multiple modes in the production of social outcomes.

Theoretically, the study contributes to more fine-grained explanations to what explains the creation (and destruction) of value.

Keywords
Value co-creation, service encounter, interaction, turn-taking, embodied action, non-verbal communication
National Category
Business Administration
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-12074 (URN)10.1177/2394964317693341 (DOI)
Available from: 2017-03-31 Created: 2017-03-31 Last updated: 2019-01-03Bibliographically approved
Nowé Hedvall, K., Salomonson, N. & Wolmesjö, M. (2017). Medborgardialoger – en delstudie i utvärderingen av Västra Götalandsregionens politiska organisering.: Utvärdering av Västra Götalandsregionens politiska organisation – Delrapport 10. Borås: Centrum för välfärdsstudier, Högskolan i Borås
Open this publication in new window or tab >>Medborgardialoger – en delstudie i utvärderingen av Västra Götalandsregionens politiska organisering.: Utvärdering av Västra Götalandsregionens politiska organisation – Delrapport 10
2017 (Swedish)Report (Refereed)
Abstract [sv]

Regionpolitik tycks oftast vara osynlig och regionens politiska organisation ogenomtränglig. Kommunikationsvägarna mellan regionens politiker och tjänstemän och regionens medborgare är otydliga och skapar distans mellan regionpolitiker och medborgare. Då det upplevs som alltför svårt att utkräva ansvar från regionens politiker försvagas medborgares tilltro till den politiska organiseringen. Olika former av medborgardialoger i regionen utgör försök att öka transparensen, skapa tillit och bidra till inflytande för medborgarna. För att lyckas bör syftet med dialogen tydligt kommuniceras både externt och internt, fler grupper bör nås och resultaten bör återkopplas systematiskt.

Place, publisher, year, edition, pages
Borås: Centrum för välfärdsstudier, Högskolan i Borås, 2017
Keywords
medborgardialoger, Västra Götalands regionen, politisk organisation, utvärdering
National Category
Social Sciences
Identifiers
urn:nbn:se:hb:diva-13592 (URN)
Projects
Utvärdering av Västra Götalandsregionens politiska organisation
Available from: 2018-01-22 Created: 2018-01-22 Last updated: 2018-08-27Bibliographically approved
Fellesson, M. & Salomonson, N. (2016). Dealing with difficult customers: A tension between service orientation ideals and daily front line work. In: : . Paper presented at 9th AMA SERVSIG International Service Research Conference, Maastricht, Holland, June 17–19, 2016..
Open this publication in new window or tab >>Dealing with difficult customers: A tension between service orientation ideals and daily front line work
2016 (English)Conference paper, Poster (with or without abstract) (Refereed)
Keywords
Customer misbehaviour, service orientation, front-line employee work
National Category
Business Administration
Research subject
Bussiness and IT
Identifiers
urn:nbn:se:hb:diva-10217 (URN)
Conference
9th AMA SERVSIG International Service Research Conference, Maastricht, Holland, June 17–19, 2016.
Funder
Forte, Swedish Research Council for Health, Working Life and Welfare, 2012-641Swedish Research Council, 2012-0741
Available from: 2016-06-27 Created: 2016-06-27 Last updated: 2016-08-04Bibliographically approved
Lindberg, U., Salomonson, N., Sundström, M. & Wendin, K. (2016). Doors or no doors: consumers behaviour and experiences when purchasing chilled foods in supermarkets. In: The 5th Nordic Retail and Wholesale Conference: NRWC 2016. Paper presented at The 5th Nordic Retail and Wholesale Conference, Aarhus, November 8-10, 2016.
Open this publication in new window or tab >>Doors or no doors: consumers behaviour and experiences when purchasing chilled foods in supermarkets
2016 (English)In: The 5th Nordic Retail and Wholesale Conference: NRWC 2016, 2016Conference paper, Oral presentation with published abstract (Other academic)
Keywords
Consumer, Behaviour, Experiences, Chilled Food, Supermarket, Display
National Category
Engineering and Technology
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-11687 (URN)
Conference
The 5th Nordic Retail and Wholesale Conference, Aarhus, November 8-10, 2016
Funder
Swedish Retail and Wholesale Development Council
Available from: 2017-01-09 Created: 2017-01-09 Last updated: 2018-01-04Bibliographically approved
Fellesson, M. & Salomonson, N. (2016). The expected retail customer: Value co-creator, co-producer or disturbance?. Journal of Retailing and Consumer Services, 30, 204-211
Open this publication in new window or tab >>The expected retail customer: Value co-creator, co-producer or disturbance?
2016 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 30, p. 204-211Article in journal (Refereed) Published
Abstract [en]

The purpose of this paper is to explore expectations among front-line employees regarding their customers and how these expectations can be understood in relation to strategies of customer participation and value co-creation. Two categories of expectations are identified; operative and interactive. In particular, the operative expectations reveal a service practice that is heavily structured by large-scale systems and ideals of rational efficiency. It is argued that co-creation needs to be discussed on both the strategic level, i.e. in terms of what the “customer”/market wants, and on the operative level, where the customer’s direct contribution to the value-creating process has its focus.

Keywords
Front-line employees, Expectations, Customer participation, Value co-creation
National Category
Business Administration
Research subject
Bussiness and IT
Identifiers
urn:nbn:se:hb:diva-8919 (URN)10.1016/j.jretconser.2016.02.006 (DOI)
Projects
Att jobba med jobbiga kunder
Funder
Forte, Swedish Research Council for Health, Working Life and Welfare, 2012-0741
Available from: 2016-02-22 Created: 2016-02-22 Last updated: 2017-11-30Bibliographically approved
Fellesson, M. & Salomonson, N. (2015). Bråkiga och besvärliga resenärer - kundorienteringens roll i kollektivtrafiken. In: Bråkiga och besvärliga resenärer - kundorienteringens roll i kollektivtrafiken: . Paper presented at Transportforum, Linköping, januari 8-9, 2015..
Open this publication in new window or tab >>Bråkiga och besvärliga resenärer - kundorienteringens roll i kollektivtrafiken
2015 (Swedish)In: Bråkiga och besvärliga resenärer - kundorienteringens roll i kollektivtrafiken, 2015Conference paper, Oral presentation only (Refereed)
National Category
Business Administration
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-8391 (URN)
Conference
Transportforum, Linköping, januari 8-9, 2015.
Funder
VINNOVA, 2011-0-3424
Available from: 2016-01-10 Created: 2016-01-10 Last updated: 2018-03-30Bibliographically approved
Organisations
Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0001-9159-4593

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