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  • 1.
    Cronholm, Stefan
    et al.
    University of Borås, School of Business and IT.
    Salomonson, Nicklas
    University of Borås, School of Business and IT.
    Measures that Matters: Service Quality in IT Service Management2014In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 6, no 1, p. 60-76Article in journal (Refereed)
    Abstract [en]

    Purpose – IT service management (ITSM) is a discipline for management and maintenance of IT-systems and is claimed to play a critical role in supporting and satisfying business requirements. However, from a customer perspective, ITSM is considered as being costly and the outcome is not always satisfactory. Measurements used to monitor and evaluate ITSM-processes are mainly suggested from a service provider perspective. The purpose of this paper is to suggest measurements for ITSM based on a customer perspective that can be used for improving questionnaires. Design/methodology/approach – The SERVQUAL scale has been used as a base for suggesting customer-oriented measurements for the ITSM-field. The gathered qualitative empirical data consisted of customer feedback, in questionnaires, to five IT service providers in Sweden. Based on these empirical data, the SERVQUAL scale has been modified according to ITSM-specific customer requirements. The service providers represent the sectors: car construction, forest management, IT consultants, public sector and logistics. Findings – The paper demonstrates three types of findings: confirmation of original SERVQUAL determinants that could be reused in the ITSM-field, modification of attributes of the SERVQUAL determinants to better fit in the ITSM-field, and development of new categories and new attributes. Moreover, the analysis of SERVQUAL in relation to the empirical data revealed that the SERVQUAL’s original conceptual structure needed to be improved. The authors have added a third hierarchical level that supports a conceptual understanding. Originality/value – The knowledge contribution consists of a developed SERVQUAL, adjusted to fit the ITSM-field, and a suggested new conceptual structure of SERVQUAL consisting of three concepts: determinant, category and attribute.

  • 2. Fellesson, Markus
    et al.
    Salomonson, Nicklas
    University of Borås, School of Business and IT.
    Åberg, Annika
    Troublesome Travelers: The Service System as a Trigger of Customer Misbehavior2013In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 5, no 3, p. 256-274Article in journal (Refereed)
    Abstract [en]

    Purpose – Customer misbehaviour, i.e. behaviour within the exchange setting that deliberately violates the generally accepted norms of conduct in such settings pose a problem for service organizations in several ways. Hitherto much research on customer misbehaviour has focused on psychological explanations and individual characteristics. This study broadens the perspective by taking structural factors of the service system into account. The purpose is to complement the existing literature on customer misbehaviour by investigating how the design and functioning of the service system influences the prevalence of customer misbehaviour. Design/methodology/approach – A critical incident technique was adopted to collect and analyse qualitative data from frontline employees who work on board buses, trains, trams and in metro in the Swedish public transport system. Findings – The study shows that many incidents are triggered by features of the service system. Specifically, three dimensions (service regulations, service resources, and service practice) of the service system are brought forward. The study suggests that customer misbehaviour is caused by an inherent paradox between pre-planned, standardised, mass service solutions and ambitions to adopt a customer orientation. Originality/value – By bringing forward the interactive role of the service system and its functionality the study complements previous research and contributes to a more complete understanding of customer misbehaviour, in particular within the context of system dependent services.

  • 3.
    Fuentes, Christian
    et al.
    Department of Service Management, Lund University, Lund, Sweden.
    Hagberg, Johan
    Department of Business Administration, School of Business, Economics and Law, University of Gothenburg, Gothenburg, Sweden.
    Socio-cultural Retailing: What can retail marketing learn from this interdisciplinary field2013In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 5, no 3, p. 290-308Article in journal (Refereed)
  • 4.
    Mauléon, Christina
    et al.
    Chalmers, Technology Management and Economics, Quality Sciences.
    Bergman, Bo
    Chalmers, Technology Management and Economics, Quality Sciences.
    Exploring the epistemological origins of Shewhart’s and Deming’s theory of quality:: Influences from C.I. Lewis’ conceptualistic pragmatism.2009In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 1, no 2, p. 160-171Article in journal (Refereed)
    Abstract [en]

    Purpose

    The purpose of this paper is to explore the epistemological origin of Shewhart's and Deming's ideas in their development of a theory of quality.

    Design/methodology/approach

    The approach takes the form of a literature review.

    Findings

    Walter. A. Shewhart's and W. Edwards Deming's ideas concerning a theory of quality originated not solely from insights about variation within statistics but also from the field of philosophy, particularly epistemology. Shewhart and Deming, both seen as quality pioneers, were strongly influenced by the conceptualistic pragmatist Clarence Irving Lewis and his theory of knowledge. This is, and has often been, a neglected connection; however, in today's competitive business environment knowledge and competence have become crucial success factors. Thus, the epistemology‐related origin of their theory of quality has become increasingly interesting and important to explore. First, a summary version of Clarence Irving Lewis' theory of knowledge will be presented here as expressed in his work Mind and the World Order: Outline of a Theory of Knowledge (1929). Second, examples of some important connections between Lewis, and chosen parts of Shewhart's and Deming's theory of quality will be given, for example the plan‐do‐study‐act cycle, operational definitions and profound knowledge. It will also be indicated how the social element in knowledge is emphasised in the works of Lewis, Deming, and Shewhart.

    Originality/value

    By exploring the epistemological background of Deming's and Shewhart's ideas of a theory of quality, it might be able to better comprehend the profound ideas they left behind and improve the understanding and use of their theory of quality today.

     

  • 5.
    Sundström, Malin
    et al.
    University of Borås, School of Business and IT.
    Lundberg, Christine
    Giannakis, Stavroula
    University of Borås, School of Business and IT.
    Tourist Shopping Motivation: Go With the Flow or Follow The Plan2011In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 3, no 2, p. 211-224Article in journal (Refereed)
    Abstract [en]

    Purpose – The objective of the study is to describe and analyse different tourist shopping typologies based on their motives for visiting a shopping destination well known for its low prices. Design/methodology/approach – The data were collected by means of structured questionnaires administered to tourists visiting the Swedish destination. The survey instrument measured constructs designed to understand shopping motivation and feelings experienced during the course of shopping. Findings – Two distinct tourist shopping typologies were found, based on a tourist's primary purpose in travelling, and designated “Follow the Plan” and “Go with the Flow”. The present study proposes the use of a theoretical continuum that takes into account feelings experienced at a low-priced destination and consumer shopping motivations. Originality/value – This study contributes to the existing literature on tourism shopping by suggesting typologies built on feelings experienced and shopping motivations, thus providing new insights on tourist shopping typologies found at a low-price destination. Results are not general for any low-priced destination, thus further research is needed in other destinations as well.

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