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  • 1.
    Echeverri, Per
    et al.
    Centrum för tjänsteforskning, Karlstads universitet.
    Salomonson, Nicklas
    University of Borås, Faculty of Textiles, Engineering and Business.
    Bi-directional and Stratified Demeanour in Value Forming Service Encounter Interactions2017In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 36, p. 93-102Article in journal (Refereed)
    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.

    Download full text (pdf)
    Echeverri and Salomonson 2017 Bi-directional and Stratified Demeanour
  • 2.
    Ekström, Karin M.
    et al.
    University of Borås, Faculty of Textiles, Engineering and Business.
    Jönsson, Håkan
    University of Lund, Dept. of Arts and Cultural Sciences, Box 192, 22100, Lund, Sweden.
    Orchestrating retail in small cities2022In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 68, article id 103008Article in journal (Refereed)
    Abstract [en]

    The structural transformation of retail is challenging for many small cities. Rather than seeing the retailer as a sole player, this article considers retail in small cities to be shaped in a retail eco system consisting of many different actors besides retailers such as municipalities, landlords, business/city organisations, customers/citizens. The key contribution of the article is to provide new perspectives on the challenges and management of retail in small cities by applying a metaphor from the culture and fine arts sector, orchestration. The article is based on a combination of in-depth interviews and participant observation at three small cities in Sweden. In total, 38 interviews have been conducted with representatives of retailers, municipality, business/city associations and landlords. The general aspects of retail eco system as an orchestra are presented according to Klein and Kozlowski, (2000) multilevel constructs: compiled (bottom-up), composite (top-down) and emergent (culture, history). Thereafter, a number of orchestration techniques, structured around Pine and Gilmore, 1999 dimensions of experiences are presented. The article shows that the future of retailing in small cities is not merely dependent on the retailers, but on collaborations with other retailers, landlords and municipalities. An understanding of consumer culture and development of entrepreneurship culture and networks is crucial for survival and prosperity. Furthermore, rather than copying strategies developed both in and for metropolitan areas, there is a need to build on and strengthen the characteristics of the local retail eco system and the community brand identity.

    Download full text (pdf)
    fulltext
  • 3.
    Fellesson, Markus
    et al.
    Centrum för tjänsteforskning, Karlstads universitet.
    Salomonson, Nicklas
    University of Borås, Faculty of Textiles, Engineering and Business.
    It takes two to interact: Service orientation, negative emotions and customer phubbing in retail service work2020In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 54Article in journal (Refereed)
    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.

  • 4.
    Fellesson, Markus
    et al.
    Centrum för tjänsteforskning, Karlstads universitet.
    Salomonson, Nicklas
    University of Borås, Faculty of Textiles, Engineering and Business.
    The expected retail customer: Value co-creator, co-producer or disturbance?2016In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 30, p. 204-211Article in journal (Refereed)
    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.

    Download full text (pdf)
    Fellesson and Salomonson 2016 The expected retail customer
  • 5.
    Fuentes, Christian
    et al.
    Department of Service Management and Service Studies, Lund University, Sweden.
    Bäckström, Kristina
    Department of Service Management and Service Studies, Lund University, Sweden.
    Svingstedt, Anette
    Department of Service Management and Service Studies, Lund University, Sweden.
    Smartphones and the reconfiguration of retailscapes: Stores, shopping, and digitalization2017In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 39, p. 270-278-Article in journal (Refereed)
  • 6.
    Fuentes, Christian
    et al.
    University of Borås, Faculty of Textiles, Engineering and Business.
    Cegrell, Olivia
    Department of Service Management and Service Studies, Lund University, Lund University, Campus Helsingborg, PO Box 882, 251 05, Helsingborg, Sweden.
    Vesterinen, Josefine
    Department of Service Management and Service Studies, Lund University, Lund University, Campus Helsingborg, PO Box 882, 251 05, Helsingborg, Sweden.
    Digitally enabling sustainable food shopping: App glitches, practice conflicts, and digital failure2021In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 61Article in journal (Refereed)
    Abstract [en]

    New digital food platforms are being launched accompanied with the promise of also promoting more sustainable food consumption. However, despite some success, many of these efforts to digitally reconfigure consumers food practices fail. The aim of this paper is to empirically explore, conceptualize and explain such failures. Taking a practice theory approach, and drawing on a field experiment using the Karma app – an anti-food waste app – the paper shows that the inability of this app to promote a new way of acquiring food is due to glitches - app failures of different sorts - but also practice conflicts. Two types of practice conflicts, practice mismatch and practice competition, make the fostering of a new sustainable food provisioning practice difficult.

    Download full text (pdf)
    fulltext
  • 7.
    Fuentes, Christian
    et al.
    Lunds Universitet.
    Enarsson, Petronella
    Kristoffersson, LoveUnpacking package free shopping: Alternative retailing and the reinvention of the practice of shopping
    Unpacking package free shopping: Alternative retailing and the reinvention of the practice of shopping2019In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 50, p. 258-265Article in journal (Refereed)
  • 8.
    Fuentes, Christian
    et al.
    Centre for Retail Research, Lund University, Sweden.
    Svingstedt, Anette
    Centre for Retail Research, Lund University, Sweden.
    Mobile phones and the practice of shopping: A study of how young adults use smartphones to shop2017In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 38, no 3, p. 136-146Article in journal (Refereed)
  • 9.
    Hjelmgren, Daniel
    University of Borås, Faculty of Textiles, Engineering and Business.
    Creating a compelling brand meaning by orchestrating stories: The case of Scandinavia’s largest department store2016In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 32, p. 210-217Article in journal (Refereed)
    Abstract [en]

    The aim of this paper is to explore how a company can create a compelling brand meaning by orchestrating what is said in different points of contact with the brand. A case study of Scandinavia's largest store suggests that, in order to create a compelling brand meaning, a retailer need to manage oral and written stories, as well as stories told by facilities, goods, and services. It is argued that all stories need to be coherent in the sense that they all fit the brand meaning, and that it sometimes may require expansion of the retailer's control boundary. The case study also suggests that reality shows can be important points of contact, very much due to their ability to tell credible stories that can humanize the brand, and that individual employees can constitute important assets in these stories.

  • 10.
    Hjelmgren, Daniel
    University of Borås, Faculty of Textiles, Engineering and Business.
    Creating a compelling brand meaning by orchestrating stories: The case of Scandinavia's largest department store2016In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 32, p. 210-217Article in journal (Refereed)
    Abstract [en]

    The aim of this paper is to explore how a company can create a compelling brand meaning by orchestrating what is said in different points of contact with the brand. A case study of Scandinavia's largest store suggests that, in order to create a compelling brand meaning, a retailer need to manage oral and written stories, as well as stories told by facilities, goods, and services. It is argued that all stories need to be coherent in the sense that they all fit the brand meaning, and that it sometimes may require expansion of the retailer's control boundary. The case study also suggests that reality shows can be important points of contact, very much due to their ability to tell credible stories that can humanize the brand, and that individual employees can constitute important assets in these stories

  • 11.
    Lindberg, Ulla
    et al.
    University of Borås, Faculty of Textiles, Engineering and Business. RISE Research Institutes of Sweden.
    Salomonson, Nicklas
    University of Borås, Faculty of Textiles, Engineering and Business.
    Sundström, Malin
    University of Borås, Faculty of Textiles, Engineering and Business.
    Wendin, Karin
    Kristianstad University, Sweden/ University of Copenhagen, Denmark.
    Consumer perception and behavior in the retail foodscape – A study of chilled groceries2018In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 40, p. 1-7Article in journal (Refereed)
    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.

  • 12.
    Spitzkat, Anna
    et al.
    Lund University.
    Fuentes, Christian
    Lund University.
    Here today, gone tomorrow: The organization of temporary retailscapes and the creation of frenzy shopping2019In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 49, p. 198-207Article in journal (Refereed)
  • 13.
    Sundström, Malin
    et al.
    University of Borås, Faculty of Textiles, Engineering and Business.
    Hjelm Lidholm, Sara
    University of Borås, Faculty of Textiles, Engineering and Business.
    Radon, Anita
    University of Borås, Faculty of Textiles, Engineering and Business.
    Clicking the boredom away – Exploring impulse fashion buying behavior online2019In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, ISSN 0969-6989, Vol. 47, p. 150-156Article in journal (Refereed)
    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.

1 - 13 of 13
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