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Salomonson, Nicklas, ProfessorORCID iD iconorcid.org/0000-0001-9159-4593
Publications (10 of 75) Show all publications
Salomonson, N. & Echeverri, P. (2024). Embodied interaction: a turn to better understand disabling marketplaces and consumer vulnerability. Journal of Marketing Management
Open this publication in new window or tab >>Embodied interaction: a turn to better understand disabling marketplaces and consumer vulnerability
2024 (English)In: Journal of Marketing Management, ISSN 0267-257X, E-ISSN 1472-1376Article in journal (Refereed) Published
Abstract [en]

The purpose of this study is to extend current understanding of disabling marketplaces by substantiating embodied interaction, between service providers and disabled consumers, as interlinked multimodal activities in a material environment. The study is based on three extensive datasets on service production and provider-consumer interactions, gathered from several public sector markets containing private service providers. Using different qualitative and semi-ethnographical methods, the study makes three contributions: i) a more embodied construct of disability, materialised in a conceptual typology of embodiment and materiality, advancing research into what disables consumers from being active members of marketplaces; ii) identifying themes of disabling marketplace interactions which contribute a more fine-grained understanding of the relationship between embodiment and how consumers experience vulnerability – an explanation of how consumers with disabilities appropriate space and ascribe meanings to a place; and iii) substantiating previous research into ‘bodily dys-appearance’.

Keywords
Embodiment, disabling marketplaces, consumer vulnerability, disability, ‘bodily dys-appearance’
National Category
Business Administration
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-31451 (URN)10.1080/0267257x.2024.2303108 (DOI)2-s2.0-85183192376 (Scopus ID)
Available from: 2024-01-27 Created: 2024-01-27 Last updated: 2024-02-13Bibliographically approved
Salomonson, N. & Fisk, R. P. (2023). A Strengths-Based Perspective for Enabling Marketplaces:: A Transformative Service Research Approach to Well-Becoming. In: Frontiers in Service Conference 2023, Maastrich, June 15-18, 2023: . Paper presented at Frontiers in Service Conference 2023.
Open this publication in new window or tab >>A Strengths-Based Perspective for Enabling Marketplaces:: A Transformative Service Research Approach to Well-Becoming
2023 (English)In: Frontiers in Service Conference 2023, Maastrich, June 15-18, 2023, 2023Conference paper, Oral presentation with published abstract (Refereed)
Abstract [en]

The Transformative Service Research (TSR) movement has focused a growing number of service researchers on the topic of improving human well-being in service experiences and service systems. Recently, ServCollab (a human services nonprofit based on the logic of TSR) expanded its mission: “to serve humanity through research collaborations that catalyze reducing suffering, improving well-being, and enabling well-becoming” (servcollab.org). Well-becoming is the process of becoming prepared to experience well-being in the future. A recent Journal of Service Research Service Research Priorities article selected “Services for disadvantaged consumers and communities” as one of its research priorities (#7) and proposed the sub-themes of “addressing inequities in service provision and outcomes” and “putting humans first.” In this paper, we propose the new concept of “enabling marketplaces” to enumerate transformative aspects of marketplaces that actively work with consumers to enable well-becoming and inclusion; that put humans first. 

Consumer vulnerability has been a frequent research topic. The prevailing perspective on consumer vulnerability is deficits-based. Such a perspective focuses on what a person lacks instead of focusing on the marketplace circumstances that create vulnerability. Adopting a strengths-based approach to vulnerability, we choose instead to “consider the strengths that consumers bring to an experience of vulnerability” focusing on the embodied resources consumers use to deal with such situations. We will outline these embodied resources as a key part of enabling marketplaces. Previous research argues consumers who experience vulnerability are not just passive recipients of the bad things that come their way. They may be just as well active, instrumentally acting in relation to different forms of vulnerability. Forthcoming TSR inspired research on digital inclusion also takes a strengths-based perspective. 

Based on an extensive dataset, gathered from multiple mobility service contexts for disabled consumers, using different qualitative and semi-ethnographical methods, our study makes several contributions to our current understanding of a strengths-based perspective for enabling marketplaces. In particular, we identify three forms of embodied resources consumers bring to an experience of vulnerability. First, we identify re-framing as consumers’ action complexes taken in relation to changes in service provision. Second, relating, centers on consumers’ modes of activities concerning their interdependence with service provides. Third, consumers’ modes of activities taken to manage their emotions is defined as regulating. All three forms of embodied resources indicate agency, an ability to handle the situation in a way that enables well-becoming; to become prepared to experience well-being again. In addition, our study also provides managerial implications related to providers’ opportunity to co-create services with consumers; processes that adopt a strengths-based perspective for enabling marketplaces and thereby consumers’ well-becoming.

National Category
Business Administration
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-30479 (URN)
Conference
Frontiers in Service Conference 2023
Available from: 2023-09-12 Created: 2023-09-12 Last updated: 2023-09-15Bibliographically approved
Vellesalu, A., Chkanikova, O., Hjelmgren, D. & Salomonson, N. (2023). Institutional re-configuration and value co-creation in circular product development: A service ecosystem perspective in the textile and apparel industry. Journal of Cleaner Production, 414, Article ID 137682.
Open this publication in new window or tab >>Institutional re-configuration and value co-creation in circular product development: A service ecosystem perspective in the textile and apparel industry
2023 (English)In: Journal of Cleaner Production, ISSN 0959-6526, E-ISSN 1879-1786, Vol. 414, article id 137682Article in journal (Refereed) Published
Abstract [en]

Research on circular product development has gained popularity in recent years. While such approaches focus on the product's design phase to create environmental and economic value, they lack in understanding the co-created and dynamic nature of a multifaceted system of actors important for the transition to circularity. The purpose is to explore how multi-level institutional re-configuration patterns influence resource integration and its associated value co-creation during circular product development in a service ecosystem. Responding to the need to address the applicability of Service-Dominant Logic to managerial practice, the paper relies on a single case study of circular product development involving B2B actors in a supply chain for workwear garments in healthcare. Data was collected using participant observation during an innovation project lasting 1,5 years. The data, which was supplemented by semi-structured interviews and online queries, was analysed through coding, condensation and interpretation. The findings demonstrate the importance of interdependencies between institutional re-configuration patterns and the interrelatedness of the micro, meso and macro levels in a service ecosystem as these enable value co-creation opportunities during circular product development. For practitioners, the paper provides an understanding of how to manage enablers and barriers arising during circular product development through institutional work.

Place, publisher, year, edition, pages
Elsevier, 2023
Keywords
Circular product development, Institutions, Resource integration, Service ecosystems, Service-dominant logic, Value co-creation, Computer circuits, Ecosystems, Product design, Supply chains, Textile industry, Apparel industry, Design phase, Economic values, Environmental values, Re-configurations, Resources integrations, Value co creations, Product development
National Category
Business Administration
Identifiers
urn:nbn:se:hb:diva-30309 (URN)10.1016/j.jclepro.2023.137682 (DOI)001022213200001 ()2-s2.0-85161272673 (Scopus ID)
Available from: 2023-08-14 Created: 2023-08-14 Last updated: 2024-02-01Bibliographically approved
Salomonson, N. & Echeverri, P. (2022). Embodied interaction in service production: extending the current understanding of disabling marketplaces. In: : . Paper presented at Frontiers in Service Conference 2022.
Open this publication in new window or tab >>Embodied interaction in service production: extending the current understanding of disabling marketplaces
2022 (English)Conference paper, Oral presentation with published abstract (Refereed)
Keywords
transformative services, disability, vulnerability, embodiment, interaction, marketplace
National Category
Business Administration
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-28402 (URN)
Conference
Frontiers in Service Conference 2022
Available from: 2022-08-18 Created: 2022-08-18 Last updated: 2023-01-03Bibliographically approved
Vellesalu, A., Salomonson, N., Hjelmgren, D. & Chkanikova, O. (2022). Making, breaking and maintaining institutionalized rules of resource integration: enablers and challenges for circular product development in a B2B service ecosystem. In: : . Paper presented at Frontiers in Service 2022, 24-26 June 2022, Boston, Massachusetts, USA.
Open this publication in new window or tab >>Making, breaking and maintaining institutionalized rules of resource integration: enablers and challenges for circular product development in a B2B service ecosystem
2022 (English)Conference paper, Oral presentation only (Other academic)
Keywords
Service-Dominant Logic, institutionalized rules, resource integration, circular product development, B2B
National Category
Business Administration
Research subject
Textiles and Fashion (General)
Identifiers
urn:nbn:se:hb:diva-28994 (URN)
Conference
Frontiers in Service 2022, 24-26 June 2022, Boston, Massachusetts, USA
Available from: 2022-11-30 Created: 2022-11-30 Last updated: 2023-01-17Bibliographically approved
Salomonson, N., Echeverri, P. & Fellesson, M. (2021). Patient involvement through appHealth encounters: the effects on health-care professionals role. In: : . Paper presented at 2021 Frontiers in Service Conference, Online, 9-10 July 2021..
Open this publication in new window or tab >>Patient involvement through appHealth encounters: the effects on health-care professionals role
2021 (English)Conference paper, Oral presentation only (Refereed)
National Category
Health Care Service and Management, Health Policy and Services and Health Economy
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-27151 (URN)
Conference
2021 Frontiers in Service Conference, Online, 9-10 July 2021.
Funder
Forte, Swedish Research Council for Health, Working Life and Welfare
Available from: 2022-01-10 Created: 2022-01-10 Last updated: 2022-01-10Bibliographically approved
Echeverri, P. & Salomonson, N. (2020). Experiences of demand responsive transport among vulnerable travellers - a handbook on need, demeanour, and interaction. Karlstad
Open this publication in new window or tab >>Experiences of demand responsive transport among vulnerable travellers - a handbook on need, demeanour, and interaction
2020 (English)Report (Refereed)
Abstract [en]

This research-based handbook provides an understanding about the experiences that vulnerable travellers have when they use demand responsive transport (DRT) modes. It deals with issues of importance when conducting this form of service: ways to interact with travellers, being sensitive to their needs and adapt to situations in the traffic environment. The handbook starts with a detailed description of the phases that a trip typically consists of and the different demands that needs to be accounted for. It details how important social structures are produced in interaction. Further, some concrete issues of driver-traveller interaction are discussed, followed by an identification of critical touchpoints during travel. It is argued that providers need to go beyond the mere managerial discourse on being ‘service-minded’, and pay more attention to the embodied, behavioural, multimodal and sequential aspects during training and education since these are important mechanisms for traveller and employee well-being. Travellers may be guided in how to more distinctively and actively use their own and the provider’s resources, e.g. knowledge, capabilities and equipment.The handbook also highlights general problems and challenges, having a user-perspective on the trip and suggests some solutions and opportunities that DRT-systems provide. The section discusses crucial aspects, such as service employee demeanour, traveller coping behaviour, and traveller misbehaviour. It is argued that transport providers should be aware of the principal forms of vulnerability, i.e. physical discomfort, commodification, and disorientation, which travellers may experience during traveller-driver interactions. Environmental designers may benefit from using this type of data on traveller behaviour, paying particular attention to the communication environment from a processual perspective. Marketing personnel in provider organizations could provide more accurate and timely information to travellers during, before, and after trips.Armed with a more profound knowledge of travellers’ real-time perceptions, transport operators might increase their ability to design more user-friendly services. This, in turn, could have a substantial impact in inducing travellers to switch from costly road-based special transport vehicles (such as various kinds of taxis for disabled travellers) to public transport. Travellers’ real-time perceptions could be an alternative starting-point for design of DRT-service—especially in integrating various responsible organisations. In the case of public transport there are many actors—including the operators of various transport modes (bus, train, and tram), the various transport authorities, different regional authorities, and various traveller representatives. All of these parties could use this kind of concrete visual information as a platform for a more profound dialogue that promotes a long-term, accessible, and sustainable service system.The handbook ends with some recommendations on how to develop methods for a better understanding of vulnerable travellers and how more specifically conduct group sessions where participants may analyse and develop co-designed future transport solutions. It is argued that transport provider awareness of the value co-formation activities in the practices described enables a more precise strategy for employee education and traveller involvement in the services. More service staff training in interactional techniques can thus be beneficial. Further, employee education could include discussions about general practices in services for functionally limited travellers and the delicate balance of assisting the traveller and letting the traveller decide how much assistance that is needed. The latter requires sensitivity to verbal and non-verbal cues that only can be picked up in the meeting with each traveller. All sections include suggestions for managerial implications.

Place, publisher, year, edition, pages
Karlstad: , 2020. p. 46
National Category
Business Administration
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-24409 (URN)978-91-7867-081-9 (ISBN)
Projects
RESPONSE - Demand-Responsive Transport to ensure accessibility, availability and reliability of rural public transport
Funder
Interreg Baltic Sea Region, 821/2014 and 1303/2013
Available from: 2020-12-11 Created: 2020-12-11 Last updated: 2020-12-18Bibliographically approved
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)000528835800048 ()2-s2.0-85078671165 (Scopus ID)
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: 2021-10-21Bibliographically 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 ()2-s2.0-85034114483 (Scopus ID)
Funder
Swedish Retail and Wholesale Development Council
Available from: 2017-09-13 Created: 2017-09-13 Last updated: 2021-10-20Bibliographically approved
Organisations
Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0001-9159-4593

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