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Hjelm Lidholm, Sara
Alternative names
Publications (9 of 9) Show all publications
Börjesson, A., Mauléon, C. & Hjelm Lidholm, S. (2023). Digitaliseringens paradox: När digitala lösningar skapar analoga problem. In: Maria Wolmesjö och Rolf Solli (Ed.), Välfärdens paradoxer, spänningar och dilemman: (pp. 33-44). Lund: Studentlitteratur AB
Open this publication in new window or tab >>Digitaliseringens paradox: När digitala lösningar skapar analoga problem
2023 (Swedish)In: Välfärdens paradoxer, spänningar och dilemman / [ed] Maria Wolmesjö och Rolf Solli, Lund: Studentlitteratur AB, 2023, p. 33-44Chapter in book (Refereed)
Place, publisher, year, edition, pages
Lund: Studentlitteratur AB, 2023
Keywords
automatiserat beslutsfattande, digitalisering, professionellt omdöme
National Category
Social Sciences
Research subject
The Human Perspective in Care
Identifiers
urn:nbn:se:hb:diva-30623 (URN)978-91-44-16100-6 (ISBN)
Available from: 2023-10-17 Created: 2023-10-17 Last updated: 2023-11-08Bibliographically approved
Wallström, S., Hjelm Lidholm, S. & Sundström, M. (2023). Retailers view on customer loyalty – a social resource theory perspective. International Review of Retail Distribution & Consumer Research, 1-18
Open this publication in new window or tab >>Retailers view on customer loyalty – a social resource theory perspective
2023 (English)In: International Review of Retail Distribution & Consumer Research, ISSN 0959-3969, E-ISSN 1466-4402, p. 1-18Article in journal (Refereed) Published
Abstract [en]

This study elaborates on the concept of loyalty. Strategic work to increase loyalty such as loyalty programs is increasingly being questioned. Using a relational perspective, viewing loyalty as an ongoing process of social exchanges, the paradoxical relationship between loyalty strategies and customer loyalty is underlined. The empirical data comprised qualitative interviews with eight key managers in Swedish retail companies. The result shows that loyalty programs foster rational shopping behaviours, misinterpreted by the retailers as loyalty. Thus, the concrete nature of loyalty pro-grams make the customers less loyal only returning the concrete resources given. Particular resources will not be given by customers if none are offered by retailers. From the perspective of social exchanges, a shift from tangible rewards to forming meaningful emotional bonds is needed in order to achieve customer loyalty.

Keywords
Customer loyalty, social resource theory, social exchange
National Category
Social Sciences
Identifiers
urn:nbn:se:hb:diva-31151 (URN)10.1080/09593969.2023.2287998 (DOI)2-s2.0-85178231701 (Scopus ID)
Available from: 2024-01-10 Created: 2024-01-10 Last updated: 2024-02-01Bibliographically approved
Hjelm Lidholm, S., Mauléon, C., Solli, R. & Müllern, T. (2022). Organizing in crisis: a study on what went on within higher education during the covid pandemic.. In: NFF 2022 Conference Papers: . Paper presented at NFF (Nordisk företagsekonomisk förening).
Open this publication in new window or tab >>Organizing in crisis: a study on what went on within higher education during the covid pandemic.
2022 (English)In: NFF 2022 Conference Papers, 2022Conference paper, Published paper (Refereed)
Abstract [en]

When the corona pandemic began in early 2020, universities as well as other sectors in society, were profoundly affected. Higher education was expected to continue to work as usual, except that everything should be conducted digitally. In this crisis, teachers received a “carte blanche” from management to handle the situation in any way they found appropriate (Hjelm-Lidholm, Mauléon, Müllern & Solli, 2021). However, the support functions at the universities (student support, administrators, university management) did not show the same ability to adapt to the crisis. Our study (Hjelm-Lidholm, Mauléon, Müllern & Solli, 2021) shows that although teachers acknowledged how they were the ones who had the know-how of handling the dramatic shift from on-site teaching to off-site teaching they felt they weren’t provided with appropriate support in order to being able to conduct this transformation in an efficient way (Hjelm-Lidholm, Mauléon, Müllern & Solli, 2021). The lack of appropriate support from management and other support functions made the dramatic shift in many cases challenging for the teachers. One teacher described it as laying out the rails whilst the train was moving (Hjelm-Lidholm, Mauléon, Müllern & Solli, 2021). In these occasions teachers turned to their closest colleagues to find support in the often chaotic situation. What is interesting here is how we found that the strong bureaucratic governance of universities (as well as other public institutions) were either not prepared or appropriate for handling the crisis. The bureaucratic governance system, we found, rather obstructed than supported the crisis driven digital transformation of teaching from on-site to off-site.

This paper allows for broader reflections on how professionals interact with managers in times of crisis, but also on the role of digitalization in the continued change and development of universities. It is our hope that this paper will spark a debate on the role of university teachers (professionals) in the strategic management of universities, considering the clear trend towards increased centralization and bureaucratization.

National Category
Social Sciences
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-29139 (URN)
Conference
NFF (Nordisk företagsekonomisk förening)
Projects
Centrum för Välfärdsstudier / Centre for wellfare studies
Available from: 2022-12-16 Created: 2022-12-16 Last updated: 2023-01-18Bibliographically approved
Hjelm Lidholm, S., Mauléon, C., Müllern, T. & Solli, R. (2021). När pandemin kom till byråkratin: Från campus till distans­undervisning på 1 dygn. Organisation & Samhälle, 1, 58-62
Open this publication in new window or tab >>När pandemin kom till byråkratin: Från campus till distans­undervisning på 1 dygn
2021 (English)In: Organisation & Samhälle, ISSN 2001-9114, E-ISSN 2002-0287, Vol. 1, p. 58-62Article in journal (Refereed) Published
Abstract [sv]

Sveriges universitet och högskolor har sakta men säkert utvecklat en byråkratisk linjestyrning, där den professionsstyrda, kollegiala styrningen har fått stryka på foten. Här följer lärosätena en större managementtrend som är både synlig och bekymmersam.

Place, publisher, year, edition, pages
Organisation & Samhälle, 2021
National Category
Business Administration
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-28519 (URN)
Note

Finansierat av CVS (Centrum för välfädsstudier)

Available from: 2022-09-08 Created: 2022-09-08 Last updated: 2022-09-19Bibliographically approved
Sundström, M. & Hjelm Lidholm, S. (2020). Re-positioning customer loyalty in a fast moving consumer goods market. Australasian Marketing Journal, 28(1), 30-34
Open this publication in new window or tab >>Re-positioning customer loyalty in a fast moving consumer goods market
2020 (English)In: Australasian Marketing Journal, ISSN 1441-3582, E-ISSN 1839-3349, Vol. 28, no 1, p. 30-34Article in journal (Refereed) Published
Abstract [en]

In the fast moving consumer goods (FMCG) market much of the customer loyalty operations are carried out with a short-term perspective, which often result in weak customer loyalty. Besides this, the one-sided view of customer loyalty and how to work with customer relationships, further adds to the challenges and there is a need to promote new insights and practices into customer loyalty in FMCG markets. In an attempt to broaden the view of customer loyalty, the authors take an organizational human resource perspective and present a conceptual framework and model built on human resource literature. Many companies face the exact challenge with high employee turnover, as it is associated with costs of recruiting and training, suggesting that customer loyalty becomes a question of organizing the customer as an external human resource. A practical contribution with the conceptual model is the suggestion to learn from the experiences of successful employee recruitment, and employee motivation, when viewing and working with customer loyalty.

Place, publisher, year, edition, pages
Elsevier, 2020
Keywords
Customer loyalty, Human resource management, Fast moving consumer goods, Customer relationships, Customer motivation, Partial employee
National Category
Social Sciences Economics and Business
Identifiers
urn:nbn:se:hb:diva-24865 (URN)10.1016/j.ausmj.2019.09.004 (DOI)000528856400005 ()2-s2.0-85073548626 (Scopus ID)
Available from: 2021-01-21 Created: 2021-01-21 Last updated: 2024-02-01Bibliographically approved
Sundström, M., Hjelm Lidholm, S. & Radon, A. (2019). Clicking the boredom away – Exploring impulse fashion buying behavior online. Journal of Retailing and Consumer Services, 47, 150-156
Open this publication in new window or tab >>Clicking the boredom away – Exploring impulse fashion buying behavior online
2019 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, ISSN 0969-6989, Vol. 47, p. 150-156Article in journal (Refereed) Published
Abstract [en]

This paper presents a Swedish case study focusing on online shopping and impulse purchases of fashion. The paper contributes by bringing new light on the bored-state-of-mind's importance in impulse shopping, and provides insights for further research to examine the topic on a greater scale. Results reveal that young con- sumers’ impulse purchases of fashion items online are often motivated by boredom, and described in two di- mensions: 1) Consumers are often responding to triggers that can break monotony and 2) Boredom occurs in a contextualized totality. When consumers are bored they are easily triggered by stimulus like price, easy access, and free delivery, and it is perceived as easy to click the boredom away. It is suggested that retailers choose a strategy based on customer value and satisfaction, as there is a lot to win by stepping away from price com- petition and instead satisfy customers by providing an opportunity to become less bored.

Keywords
Impulse buying behavior Fashion Online shopping Boredom Impulse purchases Negative emotions
National Category
Business Administration
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-15402 (URN)10.1016/j.jretconser.2018.11.006 (DOI)000458215400017 ()2-s2.0-85057443161 (Scopus ID)
Projects
Internationell gästprofessor - handelsutveckling
Available from: 2018-12-03 Created: 2018-12-03 Last updated: 2022-01-20Bibliographically approved
Hjelm Lidholm, S., Radon, A., Sundström, M. & Balkow, J. (2017). Understanding On-Line Fashion Buying Behavior on Impulse: Feelings Nothing More Than Feelings. In: Alessandra Vecchi (Ed.), Advanced Fashion Technology and Operations Management: (pp. 235-249). London: London College of Fashion
Open this publication in new window or tab >>Understanding On-Line Fashion Buying Behavior on Impulse: Feelings Nothing More Than Feelings
2017 (English)In: Advanced Fashion Technology and Operations Management / [ed] Alessandra Vecchi, London: London College of Fashion , 2017, p. 235-249Chapter in book (Refereed)
Place, publisher, year, edition, pages
London: London College of Fashion, 2017
National Category
Business Administration
Identifiers
urn:nbn:se:hb:diva-12078 (URN)10.4018/978-1-5225-1865-5 (DOI)2-s2.0-85028367976 (Scopus ID)
Available from: 2017-03-31 Created: 2017-03-31 Last updated: 2024-02-01Bibliographically approved
Radon, A., Johansson, P., Sundström, M., Alm, H., Behre, M., Göbel, H., . . . Wallström, S. (2016). What happens when retail meets research?: Special session. In: : . Paper presented at ANZMAC Conference 2016 - Marketing in a Post-Disciplinary Era, Christchurch, 5-7 December, 2016.
Open this publication in new window or tab >>What happens when retail meets research?: Special session
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2016 (English)Conference paper, Oral presentation with published abstract (Other academic)
Abstract [en]

special session Information

We are witnessing the beginning of a seismic shift in retail due to digitalization. However, what is meant by digitalization is less clear. Sometimes it is understood as means for automatization and sometimes it is regarded as equal to e-commerce. Sometimes digitalization is considered being both automatization and e-commerce trough new technology. In recent years there has been an increase in Internet and mobile devise usage within the retail sector and e-commerce is growing, encompassing both large and small retailers. Digital tools such as, new applications are developing rapidly in order to search for information about products based on price, health, environmental and ethical considerations, and also to facilitate payments. Also the fixed store settings are changing due to digitalization and at an overall level; digitalization will lead to existing business models being reviewed, challenged and ultimately changed. More specifically, digitalization has consequences for all parts of the physical stores including customer interface, knowledge creation, sustainability performance and logistics. As with all major shifts, digitalization comprises both opportunities and challenges for retail firms and employees, and these needs to be empirically studied and systematically analysed. The Swedish Institute for Innovative Retailing at University of Borås is a research centre with the aim of identifying and analysing emerging trends that digitalization brings for the retail industry.

National Category
Economics and Business
Research subject
Bussiness and IT
Identifiers
urn:nbn:se:hb:diva-11892 (URN)
Conference
ANZMAC Conference 2016 - Marketing in a Post-Disciplinary Era, Christchurch, 5-7 December, 2016
Available from: 2017-02-08 Created: 2017-02-08 Last updated: 2020-01-29Bibliographically approved
Hjelm Lidholm, S. (2011). Re-creating processes: when Internet came to the mail order company. (Doctoral dissertation). University of Gothenburg; School of Business, Economics and Law
Open this publication in new window or tab >>Re-creating processes: when Internet came to the mail order company
2011 (English)Doctoral thesis, monograph (Other academic)
Abstract [en]

The subject of this thesis is the implementation of e-commerce as a technical and commercial strategy of a mail order company. The study is longitudinal and mainly performed with interviews and observations during 2001 and 2009. I have analyzed the material with the help of translation theory and with an emphasis on Callon (1986). The study revealed that the mail order company over time changed the way e-commerce was looked upon and thereby also the way that the company should organize. I identified six different definitions of e-commerce which sequentially replaced one another as the idea that was to be translated in the company. In the beginning of the translating process the idea with e-commerce was identified as mainly technical, but that changed over time and thereafter mainly became a commercial idea about trade. This meant that focus shifted and that the persons involved in translating e-commerce also became more closely linked to the market and the customers. The e-commerce site was then defined as a shop or a warehouse and thereby became connected with familiar physical places and not with abstract digital and technical places such as cyberspace where sites are offline or online. At the end of the study e-commerce tended to be defined as an opportunity for customers to shop together and thereby being social on an interactive media. This meant that the customers contributed in defining new boundaries for the company, boundaries that included the customers since they now could interact with each other as well as with the company on the web site. The idea with e-commerce was thereby translated several times in the company during the time of the study. The translation process was bewildering for the company and meant at the end of the study that it identified itself as an e-commerce company and not as a mail order company, partly due to that 60% of the customer orders were then laid over the Internet. Another reason was that mail order was considered out of date and that e-commerce was and is the main channel for distance shopping today at the studied company.

Place, publisher, year, edition, pages
University of Gothenburg; School of Business, Economics and Law, 2011
Series
Skrifter från Högskolan i Borås, ISSN 0280-381X ; 28
Keywords
internet, e-commerce, organisational change, translation
National Category
Economics and Business
Research subject
Bussiness and IT
Identifiers
urn:nbn:se:hb:diva-7511 (URN)2320/7996 (Local ID)978-91-7246-304-2 (ISBN)2320/7996 (Archive number)2320/7996 (OAI)
Available from: 2015-12-22 Created: 2015-12-22
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