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  • 1.
    Giannakis, Stavroula
    University of Borås, School of Business and IT.
    The Practice of Measuring Productivity2011In: Advances in service quality, innovation, and excellence : QUIS 12; proceedings of QUIS 12; the 12th International Research Symposium on Service Excellence in Management, Juni 2-5, 2011, Ithaca, NY / [ed] Bo van der Rhee, Liana Victorino, Center for Hospitality Research, Shool of Hotel Administration, Cornell University, USA , 2011Conference paper (Other academic)
    Abstract [en]

    Productivity in service has long been claimed to be low. The traditional measurement of output divided by input has received critic when applied to service settings and has even been described as potentially harmful due to its potential to change the actual offer. This study focuses on how productivity is defined and measured in two call centers. The results show that productivity is not limited to the output divided by input definition. Both call centers use similar measurements, but value the measures differently

  • 2.
    Giannakis, Stavroula
    et al.
    University of Borås, School of Business and IT.
    Salomonson, Nicklas
    University of Borås, School of Business and IT.
    Lind, Mikael
    University of Borås, School of Business and IT.
    Sundström, Malin
    University of Borås, School of Business and IT.
    Befintliga kundmöten mellan Göteborgs Energis kontaktcenter och kunder: hur sker möten idag?2008Report (Other academic)
  • 3.
    Giannakis, Stavroula
    et al.
    University of Borås, School of Business and IT.
    Salomonson, Nicklas
    University of Borås, School of Business and IT.
    Lind, Mikael
    University of Borås, School of Business and IT.
    Sundström, Malin
    University of Borås, School of Business and IT.
    Kundmöte 2015: befintliga kundmöten mellan Göteborg Energis kontaktcenter och kunder2008Report (Other academic)
  • 4. Lundberg, Christine
    et al.
    Lexhagen, Maria
    Giannakis, Stavroula
    University of Borås, School of Business and IT.
    Larson, Mia
    Pop Culture Tourism: Twilight Tourists’ Travel Motives2011Conference paper (Other academic)
  • 5.
    Radon, Anita
    et al.
    University of Borås, Faculty of Textiles, Engineering and Business.
    Johansson, Pia
    University of Borås, Faculty of Textiles, Engineering and Business.
    Sundström, Malin
    University of Borås, Faculty of Textiles, Engineering and Business.
    Alm, Håkan
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Behre, Martin
    University of Borås, Faculty of Textiles, Engineering and Business.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Hallqvist, Carina
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Hernandez, Niina
    University of Borås, Faculty of Textiles, Engineering and Business.
    Hjelm-Lidholm, Sara
    University of Borås, Faculty of Textiles, Engineering and Business.
    König, Rikard
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Lindberg, Ulla
    University of Borås, Faculty of Textiles, Engineering and Business.
    Löfström, Tuwe
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Sundell, Håkan
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Wallström, Stavroula
    University of Borås, Faculty of Textiles, Engineering and Business.
    What happens when retail meets research?: Special session2016Conference paper (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.

  • 6.
    Radon, Anita
    et al.
    University of Borås, Faculty of Textiles, Engineering and Business.
    Sundström, Malin
    University of Borås, Faculty of Textiles, Engineering and Business.
    Wallström, Stavroula
    University of Borås, Faculty of Textiles, Engineering and Business.
    Retail Relationships in Online Payment Solutions2016Conference paper (Other academic)
    Abstract [en]

    Dahlberg et al. (2008:165) in their paper proposed a definition for mobile payments as "payments for goods, services, and bills with a mobile device by taking advantage of wireless and other communication technologies", this in order to clarify the concept of mobile payments in particular, that had been subject to different interpretations. In this paper mobile payments are not specifically distinguished from other types of payments that occur online. After Dahlberg et als review (2008) several other literature reviews about mobile payments have been written. Such as Slade et al. (2013), de Albuquerque et al. (2014) and Dennehy and Sammon (2015) but the literature on relationships between payment provider and customer in an online context is quite scares.

    Asymmetrical relationships have been identified in the context of online payment solutions. Providers are turning more to service and debating how to offer better service and how to keep the customer as a customer for longer and how the customer can benefit more from the payment provider. The question of when a customer is converted into an actual customer arises. Some claiming it is when the transaction is completed, others that it is long after payment has been made. In light of this it is hard to see how the role online payment providers can expand but also how it will change when moving into a cashless society. The aim of this paper is to view online payment solutions in light of the relationships payment providers wish to establish and strengthen with their customer.

    Data has been generated through two focus groups and an online questionnaire.The in depth focus groups (2 with 5 participants in each) were analyzed and key areas were identified and a questionnaire was developed and distributed to customers of a provider of payment solutions (394 responses were gathered). After the questionnaire was analyzed and conclusions drawn, areas that needed to be further explored in-depth were identified. The methodology is characterized by using both qualitative and quantitative approaches to generate data.

    The results of the empirical material shows a desire, on the part of the provider of the payment solution to prolong the relationship but also that the customer has no wish to have a relationship with the provider or in some cases, doesn’t even view the provider as a partner/brand/etc. but merely as a means to and end or a facilitator of receiving a good or a service.

    This study is a comprehensive empirical framework on customer insight into online payments and issues connected to purchase as well as payment and potential relationships with payment solutions providers.

     

    References

    Dahlberg, T., Mallat, N., Ondrus, J., Zmijewska, A., 2008b. Past, present and future of mobile payments research: {A} literature review. Electronic Commerce Research and Applications 7 (2), 165–181.

     

    de Albuquerque, J. P., Diniz, E. H., Cernev, A. K., 2014. Mobile payments: A scoping study of the literature and issues for future research. Information Development, 1–27.

     

    Dennehy, D., Sammon, D., 2015. Trends in mobile payments research: A literature review.

    Journal of Innovation Management 3 (1), 49–61.

    Slade, E. L., Williams, M. D., Dwivedi, Y. K., 2013. Mobile payment adoption: Classification and review of the extant literature. The Marketing Review 13 (2), 167–190.

     

  • 7.
    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.

  • 8.
    Sundström, Malin
    et al.
    University of Borås, Faculty of Textiles, Engineering and Business.
    Radon, Anita
    University of Borås, Faculty of Textiles, Engineering and Business.
    Wallström, Stavroula
    University of Borås, Faculty of Textiles, Engineering and Business.
    Don’t Forget Consumer Value: Investigating Consumer Attitudes toward QR-codes2015Conference paper (Other academic)
    Abstract [en]

    In a transforming retail sector digitization has boosted innovation and new self-service technologies within stores all over the world. However, innovations within retailing are seldom successful if they are not built on true consumer value. This paper investigates consumer attitudes toward using mobile devices in a retail setting, with specific focus on QR-codes and how they might deliver customer value. The data consists of 150 in-store surveys conducted at two different Swedish retailers. The results of the empirical material show significant differences between age groups with regard to how they value QR-codes but also what would make them actually use one. While the consumer group of 40-years old and upward expressed that they would pick up their mobile phone and scan the QR-code given a discount, the younger group (up to 40 years old) did not value a discount but would scan a QR-code if there was entertainment value in doing so. Except from these differences the material also reveals low consumer knowledge of QR-codes and that the actual use of them is also low. These results, in light of, the increased attention from retailers in using mobile devices for communicating with consumers, as well as investing in other digital aids in order to increase profits, show discrepancies in perceived value of digital aids on the part of the retailer and the value experienced by the consumer. It is of outmost importance not to forget consumer value when managing innovations within the retail context.

  • 9.
    Sundström, Malin
    et al.
    University of Borås, Faculty of Textiles, Engineering and Business.
    Radon, Anita
    University of Borås, Faculty of Textiles, Engineering and Business.
    Wallström, Stavroula
    Konsumentens betalresa: Vad händer när man klickat på köpknappen2016Report (Other (popular science, discussion, etc.))
    Abstract [sv]

    Detta White Paper är en del av Collectors White Paper Series. Innehållet är resultatet av ett forskningsarbete mellan Collector Bank och Swedish Institute for Innovation Retailing vid Högskolan i Borås. Syftet är att förmedla kunskap till en bredare publik när det gäller handelns digitalisering och konsumentinsikt. Handeln i Sverige står inför stora utmaningar och det är med all sannolikhet inte ”hotet från e-handeln” som är skälet. Snarare är det kunskaper från bland annat e-handelskanalen som kan bidra till en snabbare omställning av hela handelssektorn och därmed en ökad konkurrensförmåga. Det är därför mycket medvetet som vi denna White Paper Series inte kommer att betrakta e-handel och detaljhandel som två motstridigheter. Vår utgångspunkt är att e-handel och detaljhandel är handel och bör betraktas ur ett konsumentperspektiv. Konsumenter lägger nämligen ingen energi på att hålla isär olika försäljningskanaler. De vill lösa sina problem. De handlar där det passar bäst just här och nu. Vi menar att det som är relevant att förstå och söka kunskap om är de konsekvenser som en digitaliserad handel kommer att medföra. Vi menar också att konsumentinsikt är en relevant ingrediens för att nå förståelse. Det är via konsumentinsikt som många frågor kan få svar. Det är via konsumentinsikt som företag kan omprioritera, utveckla bättre erbjudanden och öka sin konkurrenskraft. Samarbetet mellan Collector och SIIR innebär också att forskare gör en särskild studie om svenska konsumenters köp- och betalningserfarenheter där syftet är att förstå vad konsumenter värdesätter i köpprocessen och utifrån de resultaten, föreslå nya erbjudanden och tjänster som kan öka det upplevda värdet av ett köp. Denna studie presenteras i valda delar i denna White Paper Series. Vi hoppas att du som läsare följer med oss på en spännande kunskapsresa där vi nu presenterar White Paper Series 2 med rubriken ”Konsumentens betalresa – vad händer när man klickat på köpknappen?”

    Mikael Anstrin 

    Head of Retail 

    Collector Bank 

    Malin Sundström

    Föreståndare

    Swedish Institute for Innovative Retailing

1 - 9 of 9
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