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  • 1.
    Alm, Håkan
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Lind, Mikael
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Brems, Mikael
    Guth, Kerstin
    Karlsson, Pia
    Sundhäll, Ralf
    Metod för utveckling av medborgarkontakter i Marks kommun2008Rapport (Övrigt vetenskapligt)
  • 2.
    Cronholm, Stefan
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Göbel, Hannes
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Haraldson, Sandra
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Lind, Mikael
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Seigerroth, Ulf
    Collaborative practice: an action research approach to efficient ITSM2011Konferensbidrag (Refereegranskat)
    Abstract [en]

    This paper addresses collaborative research as an action research approach. Many times action research is described as embracing one research organisation and one business organisation. We are challenging this view by introducing the concept of collaborative practice. A collaborative practice can be seen as a cluster of local practices and researchers working together. In this way, a collaborative practice should enable joint learning between, and joint development efforts for, several business practices as well as contributing to general practice and the scientific body of knowledge. Based on a case study within efficient IT Service Management (ITSM), the concept of collaborative practice and its relation to other adjacent concepts (such as local practice, general practice and scientific body of knowledge) have been characterized. Our results should be viewed as preliminary since they are gathered from an ongoing project.

  • 3.
    Cronholm, Stefan
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Measures that Matters: Service Quality in IT Service Management2014Ingår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 6, nr 1, s. 60-76Artikel i tidskrift (Refereegranskat)
    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.

  • 4.
    Echeverri, Per
    et al.
    Centrum för tjänsteforskning, Karlstads universitet.
    Salomonson, Nicklas
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Bi-directional and Stratified Demeanour in Value Forming Service Encounter Interactions2017Ingår i: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 36, s. 93-102Artikel i tidskrift (Refereegranskat)
    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.

    Publikationen är tillgänglig i fulltext från 2020-05-01 11:20
  • 5.
    Echeverri, Per
    et al.
    Centrum för tjänsteforskning, Karlstads universitet.
    Salomonson, Nicklas
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Consumer vulnerability during mobility service interactions: causes, forms and coping2019Ingår i: Journal of Marketing Management, ISSN 0267-257X, E-ISSN 1472-1376Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Research on how vulnerable consumers navigate various marketplaces and service interactions, developing specific consumer skills in order to empower themselves during such exchanges, has received inadequate attention. This paper contributes to this area by empirically drawing on a multi-perspective go-along travel study, consisting of a combination of in-depth interviews and observations of consumer and service provider interactions in mobility services. It addresses both factors that are a source of vulnerability and forms thereof during service interactions, thus unearthing critical mechanisms that explain why vulnerability comes into being. Further, the finding of four distinct forms of active coping strategies, building on the dimensions of proactiveness/reactiveness and explicit/implicit articulation, and how these are related to different forms of vulnerability, provides an understanding of coping with vulnerability during consumer and service provider interactions.

  • 6.
    Echeverri, Per
    et al.
    Centrum för tjänsteforskning, Karlstads universitet.
    Salomonson, Nicklas
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Demeanour Co-Creation Value (DCCV): Bi-Directional Practices In Service Encounters2015Ingår i: 22nd Recent Advances in Retailing & Services Science Conference / [ed] Soora Rasouli & Harry Timmermans, 2015Konferensbidrag (Refereegranskat)
    Abstract [en]

    This paper explores in-depth what frontline employees actually do when they co-create value in relation to customers. Analyses of data (1 469 short narratives, questionnaire responses, and instances of critical incidents) collected from surveys and interviews in public transport, are used to identify distinct styles of value co-creation. Building on service-dominant (S-D) logic and social practice theory, the authors identify “practice styles”, “value co-creation activities”, and “specific interactions’’ that underlie frontline co-creation of value in relation to people with functional limitations in both face-to-face and ear-to-ear interactions. The authors uncover and structure a list of customer value co-creation activities, in terms of doings and sayings, yielding a typology of seven practice styles and link these to quality in service encounter demeanour. When congruence among these value co-creation styles is displayed the demeanour tends to be associated with higher value and as such should be encouraged by managers and employees. As a consequence this vulnerable segment of customers will have better support in executing their daily transportation. The usefulness of the typology is demonstrated by showing links to quality of life and its potential application to other service encounter settings.

  • 7.
    Echeverri, Per
    et al.
    Centrum för tjänsteforskning, Karlstads universitet.
    Salomonson, Nicklas
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Embodied Value Co-Creation: A Turn-taking Perspective on Service Encounter Interactions2017Ingår i: Journal of Creating Value, ISSN 2394-9643, Vol. 3, nr 1, s. 1-17Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    This article aims at advancing research on value creation in service marketing by applying theories of turn-taking and multimodality. It is argued that there is a need to uncover what is inherent in the prefix ‘co’ in value co-creation and that focus needs to be broadened, from perception of value to the production of value, that is, the specific reciprocal and embodied actions in service encounters.

    For the analysis, an empirical study of complex interactions between service providers and customers is used. A practice approach is applied, combining interviews and observations of interactants in situ.

    The article identifies four specific turn-taking patterns, ranging from ‘simple’ to ‘elaborated’, defined by their character and that uncover how the interactants reciprocally use multiple modes in the production of social outcomes.

    Theoretically, the study contributes to more fine-grained explanations to what explains the creation (and destruction) of value.

  • 8.
    Echeverri, Per
    et al.
    Centrum för tjänsteforskning, Karlstads universitet.
    Salomonson, Nicklas
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    How value is accomplished in practice: A study of interactions in special transportation services2015Konferensbidrag (Refereegranskat)
  • 9.
    Echeverri, Per
    et al.
    Centrum för tjänsteforskning, Karlstads universitet.
    Salomonson, Nicklas
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Uncovering the reciprocal mechanisms of embodied value co-creation: turn-taking and multimodality2017Konferensbidrag (Refereegranskat)
    Abstract [en]

    The interaction between customer and provider is a crucial locus for marketing. Essentially, it is in the interplay between these actors where value is created or destroyed for the beneficiary—i.e. primarily for the customer but also for the provider. The way in which this interplay is performed will determine the outcome. This notion is recognized in contemporary service and marketing literature, but still not fully reflected in published studies. Rather, the bulk of studies understand service as a perceptual psychological phenomenon, most often focusing on how the customer, and with some exceptions the staff, perceive and experience the service. However, this tradition tends to overlook what is actually done in service interaction, what specific doings and sayings each party use in relation to the other, and what effects that have on the interactants. To advance service marketing research aiming at more in-depth theories of how value is co-created, we argue that focus needs to be broadened, from perspectives of perception and experience to the production–i.e. reciprocal actions in service encounters.

    This purpose of this study is to describe how patterns of reciprocity look like in terms of turn-taking activities and by this explain how value is realized, utilizing an empirical study of complex interactions between service providers and customers.

    A qualitative single-case methodology was used in order to provide rich descriptions and contextual information relevant for the analysis of reciprocal turn-taking activities in service encounters. Empirical data from mobility service for individuals with physical functional limitations were used. A combination of interviews and observations were conducted with different informants (both customers and drivers), in most cases out in the field on the move travelling from door-to-door in order to grasp contextual information in situ.

    The paper identifies a number of social practices of human interaction, some of which are fairly routinized. The latter means that actors alternate between social practices; modify them and iteratively negotiate with the other party in the subsequent steps in interactions. In different phases of these interactions value is created (or destroyed). The study uncovers inherent turn-taking patterns, ranging from ‘simple’ to ‘elaborated’, defined by their character in two dimensions—i.e. substance (the amount of modalities) and interaction (the number of turns). By these two dimensions, we form a classification that describes and explains how value co-creation, in this study measured as well-being, is realized. Theoretically, the study contributes to more fine-grained explanations to the crucial mechanisms that explain value creation and uncover what is hidden in the little prefix "co" in value co-creation. The study also has practical implications as it points to the need to pay more attention to embodied behavioural multimodal sequential aspects during training and education.

  • 10. Echeverri, Per
    et al.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Åberg, Annika
    Dealing with customer misbehavior: The role of practical judgement in service provision2009Ingår i: QUIS 11: Moving forward with Service Quality, Proceedings of the QUIS 11 – Services Conference, June 11-14, 2009, Wolfsburg, Germany / [ed] Bernd Stauss, Stephen W Brown, Bo Edvardsson, Robert Johnston, 2009Konferensbidrag (Övrigt vetenskapligt)
    Abstract [en]

    Service encounters sometimes involve dealing with annoying or even threatening customers. Employees are being abused by customers and customers are being abused by service employees. However, much of current research on the dynamics of customer and service provider misbehavior fails to account for and explain incidents of customer abuse. Understanding the causes and consequences of misbehavior is important but not sufficient in advancing our knowledge that makes an impact in service industries. Uncovering the underlying knowledge that informs action on employee side seems to be more critical. Much current thinking reveals the significant role of tacit knowledge - a specific mode of knowing - in explaining the actions that may contribute to service interaction breakdowns. What we know less about is how tacit knowledge in service provision informs practical judgments, which in turn dictate how choices are made, decisions are reached and outcomes sought. By unpacking experience of incidents of customer abuse in service encounter interactions from an employee perspective; our paper aims to address the powerful role of practical judgment in service provision. We will, based on a rich empirical material on service interactions show how misbehavior appear in service encounters and by this elaborate on the underlying structures and mechanisms related to tacit knowledge. Supported by empirical data from service provision where the interaction is conditioned by no or limited service alternatives, we explore how employees experience and act on this kind of incidents. The findings are divided into four categories regarding two qualitatively different features of customer misbehavior, firstly the degree of misbehavior and secondly the misbehaviors direction towards the employee or the organization. On basis of different types of customer misbehavior we argue that the employees deal with misbehavior in distinctive ways. Based on these findings we propose some managerial implications.

  • 11. Echeverri, Per
    et al.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Åberg, Annika
    Dealing with customer misbehaviour: Employees’ tactics, practical judgement and implicit knowledge2012Ingår i: Marketing Theory, ISSN 1470-5931, E-ISSN 1741-301X, Vol. 12, nr 4, s. 427-449Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Much current research fails to provide in-depth explanations as to how and with what resources frontline employees deal with incidents where customers display dysfunctional behaviour. By drawing on theory of implicit knowledge and practical judgement this paper aims to explain this and conceptualize inherent structures and sub-mechanisms, central to service marketing. The analysis is based on in-depth interviews and narratives from four different industries, each representing service provision wherein customer misbehaviour is found to be frequent. The results display linkages between the central dimensions of dealing with customer misbehaviour. When incidents of misbehaviour occur they are met by tactics ranging from routinized action to more analytical and strategic approaches. These tactics are guided by underlying mechanisms in the form of practical judgements based on rules, balanced adjustment or reflection, with the judgements in turn being informed by implicit knowledge based on norms, schemes, or multi-perspective thinking. The study reveals patterns of linkages between these.

  • 12.
    Ekström, Karin M.
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Gustafsson, Eva
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Hjelmgren, Daniel
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Mot en mer hållbar konsumtion: en studie om konsumenters anskaffning och avyttring av kläder2012Rapport (Övrigt vetenskapligt)
    Abstract [sv]

    Under ledning av professor Karin M. Ekström genomför en forskargrupp vid högskolan studier i syfte att utveckla kunskap och lösningar för att minska det textila avfallet. I rapporten ”Mot en mer hållbar konsumtion” redovisas resultatet av tre studier av konsumenters inställning till köp, återanvändning och återvinning av kläder. En enkätstudie har genomförts om hur och varför konsumenter slänger kläder, en fördjupning har skett genom fokusgruppsintervjuer och ytterligare ett perspektiv har erhållits genom samtal och observationer i samband med en klädbytardag. Tillsammans ger de genomförda studierna en välgrundad beskrivning av konsumentuppfattningar. I analysen fokuseras olika konsumentgruppers motiv för att köpa nytt eller återanvända egna eller andras kläder. Beskrivning och analys av uppfattningar och beteenden är en grund för att utveckla modeller som främjar miljöengagemang och hållbar utveckling.

  • 13.
    Ekström, Karin M.
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Hagberg, Johan
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Hjelmgren, Daniel
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Lind, Mikael
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Fenomenet Ullared: en förstudie2010Rapport (Övrigt vetenskapligt)
    Abstract [sv]

    Fem områden har behandlats och avrapporteras i den rapport som nu föreligger. Den inleds med hur Gekås upprätthåller och utvecklar kundrelationer. Därefter följer ett kapitel om varför så många familjer väljer att åka till Ullared. Vad är det som förklarar att många väljer att förlägga helger och semesterdagar till Ullared? Det tredje kapitlet behandlar samspelet mellan produkter, människor och faciliteter i butiken. Den fråga som besvaras är varför det förefaller ”flyta” så väl. Digitaliseringens betydelse på Gekås och den digitala teknikens relation till den logik som gäller för verksamheten är nästa frågeställning. Rapporten avslutas med en beskrivning av problematiska servicemöten och hur frontpersonalen uppfattar och hanterar dessa. De fem kapitlen är var för sig intressanta läsningar. De ger tillsammans en spännande bild av vad Ullared och Gekås är och varför. Rapporten ger insikter, väcker frågor och är en utmärkt utgångspunkt för fortsatta studier av marknadsplatsers funktionssätt och vad som skapar kvalitet och utveckling.

  • 14.
    Ekström, Karin M.
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Hjelmgren, Daniel
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Hagberg, Johan
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Gustafsson, Eva
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Veljekset Keskinen: Finlands mest besökta shoppingdestination2013Rapport (Övrigt vetenskapligt)
    Abstract [sv]

    Veljekset Keskinen bildades 1969 och är idag Finlands näst största varuhus beläget i Tuuri, en ort med 500 invånare i Österbotten i Finland. Företaget var från början en ”bybutik” eller vad vi skulle kalla lanthandel, men har över tid utvecklats till ett varuhus, hotell, livsmedelsbutik, trädgårdsbutik, restauranger, bensinstation och camping som attraherar kunder från hela Finland, men även internationella besökare. I denna rapport presenteras resultatet av finska och svenska forskares tvådagars besök på Veljekset Keskinen. Rapporten består av sex kapitel med olika perspektiv, teorier, metoder och reflektioner från besöket. Kapitel ett handlar om att attrahera shoppingturister genom upplevelser. Veljekset Keskinen är inte enbart ett varuhus som säljer fysiska produkter utan en turistdestination som erbjuder en kombination av olika upplevelser. Kapitel två handlar om bybutiken som gåva för bygden och turistattraktion. Besökarna möter idag både den traditionella bybutiken och det moderna varuhuset. Kapitel tre handlar om hur detaljhandelsföretaget Veljekset Keskinen är fullt av kontrastmarknadsföring i tre dimensioner: tradition och nytt, skala och storlek samt House of brands kontra Branded house. Kapitel fyra handlar om olika aspekter av tid och rytm på Veljekset Keskinen: synkronisering av tid och rum, tidslinjer, varornas tidsindelning, säsonger och framtiden. Kapitel fem handlar om negativa kundbeteenden på Veljekset Keskinen och beskriver hur kunder bär sig illa åt, möjliga orsaker till varför kunder bär sig illa åt och hur personalen hanterar situationer där kunder bär sig illa åt. Kapitel sex handlar om att attrahera shoppingturister med hjälp av sociala medier och belyser hur Veljekset Keskinen använder webb och sociala medier för att bygga sitt varumärke.

  • 15.
    Ekström, Karin M
    et al.
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Hjelmgren, Daniel
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Salomonson, Nicklas
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Environmental Consumer Socialization among Generation Swing and Y: A Study of Clothing Consumption2015Ingår i: Waste Management and Sustainable Consumption: Reflections on consumer waste / [ed] Karin M Ekström, Routledge , 2015Kapitel i bok, del av antologi (Refereegranskat)
  • 16.
    Ekström, Karin M
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Looking into the kaleidoscope: different views on reuse and recycling of clothes2012Konferensbidrag (Övrigt vetenskapligt)
    Abstract [en]

    A major environmental problem in Sweden is the fact that clothes are disposed of in the garbage rather than being reused or recycled. A study (Carlsson et al. 2011) indicates that 8 kg textiles are disposed of in the garbage per individual and year. Another study (Gustafsson and Ekström 2012) shows that 62 percent of the Swedes dispose usable clothes in the garbage. From an environmental perspective, it would be more beneficial to reuse or recycle textiles. In addition, producing textiles requires natural resources. For example, in order to produce 1 kg cotton, it takes between 7.000-29.000 litre water and between 0,3 to 1 kg oil (Fletcher 2008). Factors contributing to the high amount of clothes disposed of are an emphasis on fast fashion, low prices, increased welfare as well as more consumers following the fashion. However, this pattern of consumption is not sustainable in the long run (Ekström et al. 2012). The purpose of this paper is to increase the understanding of how clothing consumption can be more sustainable by demonstrating how a network consisting of different clothing retailers, recycling companies, charity organizations, consumer organizations, environmental organizations, branch organizations and authorities discuss and deal with this problem. The paper focuses on how they work with reuse and recycling today, but also on what they consider as important, for themselves as well as others, to do in the future in order to increase the level of reuse and recycling of clothes. The empirical data is based on a survey as well as the results from six one- day meetings in the network over 1,5 years time. The results show that there are individual as well as collaborative ways to deal with the problem. The participants in the network agree upon several things. First of all, they recognise the need that all the actors in the network have to contribute and collaborate to solve the problem. Second, there has to be long term solutions that are both environmentally as well as financially sound. Third, a consumer perspective that centres on solutions that enables consumers to act more environmentally friendly is a prerequisite in order to reduce disposal of clothes in the garbage and instead increase reuse and recycling. Finally, the role of marketing is pervasive for succeeding to solve this problem both by making the consumers aware of the effects clothes disposal have on the environment, but also by communicating to the consumer that there are alternative ways to dispose of clothes such as reuse and recycling. In order to approach the problem of how consumption can be more sustainable, a kaleidoscopic outlook presenting different views and solutions is suggested.

  • 17.
    Ekström, Karin M.
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Nätverk, trådar och spindlar: samverkan för ökad återanvändning och återvinning av kläder och textil2012Rapport (Övrigt vetenskapligt)
    Abstract [sv]

    Rapporten är resultatet av den andra delstudien av tre i ett större forskningsprojekt, Återanvändning och återvinning av kläder. Projektet ska i sin helhet utveckla kunskap och lösningar för att minska det textila klädavfallet. Delstudie ett, som är avslutad (Ekström et al. 2012), syftar till att öka kunskapen och förståelsen för hur konsumenter resonerar och agerar när de köper kläder och hur de gör sig av med kläder. Delstudie tre syftar till att studera processen och effekterna av en försöksverksamhet (Textilreturen) av återanvändning och återvinning av kläder och textil som utvecklats av Gekås Ullared i samarbete med Human Bridge. De tre delprojekten bygger på antagandet att konsumenter har olika förutsättningar och vilja att agera miljöanpassat. För att minska det textila avfallet krävs därför en förståelse för konsumenters situation i vardagen och att lösningar utarbetas som gör det lättare för konsumenter att agera miljövänligt.

  • 18.
    Ekström, Karin M
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Reuse and Recycling of Clothing and Textiles: A Network Approach2014Ingår i: Journal of Macromarketing, ISSN 0276-1467, Vol. 34, nr 3, s. 383-399Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    The accelerated pace of consumption in the Western world has led to an increase in clothing and textiles disposed of in the garbage rather than being reused or recycled. The purpose of this article is to increase understanding of how clothing and textile consumption can become more sustainable by demonstrating how members of a network view and deal with this problem. The study is based on meetings over one and a half years and on a survey. Different views on the problem as well as various solutions on how to increase reuse and recycling of clothing and textiles are presented, including means and challenges. A macromarketing perspective, involving different actors in society, is necessary in order to make consumption more sustainable and for finding long-term solutions. We argue that understanding symbolic consumption and the fashion system can contribute to the macromarketing study of societal development from a sustainable perspective.

  • 19.
    Fellesson, Markus
    et al.
    Centrum för tjänsteforskning, Karlstads universitet.
    Salomonson, Nicklas
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Bråkiga och besvärliga resenärer - kundorienteringens roll i kollektivtrafiken2015Ingår i: Bråkiga och besvärliga resenärer - kundorienteringens roll i kollektivtrafiken, 2015Konferensbidrag (Refereegranskat)
  • 20.
    Fellesson, Markus
    et al.
    Centrum för tjänsteforskning, Karlstads universitet.
    Salomonson, Nicklas
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Dealing with difficult customers: A tension between service orientation ideals and daily front line work2016Konferensbidrag (Refereegranskat)
  • 21.
    Fellesson, Markus
    et al.
    Centrum för tjänsteforskning, Karlstads universitet.
    Salomonson, Nicklas
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Frontline employees’ expectations about customers: disturbance or co-creators of value?2014Konferensbidrag (Refereegranskat)
    Abstract [en]

    Following their recognition as value co-creating partners, customers have been ascribed an increasingly active role in service production. However, what is expected of customers in service situations is a surprisingly uninvestigated area. The purpose of the paper is to explore expectations about customers among frontline employees in retail. The paper draws on 35 in-depth interviews with frontline employees in three retail industries. The identified expectations reveal a service practice that is heavily structured by ideals of rational efficiency. These ideals make the customers’ value co-creating capacity conditional: just as the employees themselves, the customers have to conform to the logic of the service system if value is to be created. Arguably, co-creation needs to be discussed both on a strategic level, in terms of what the “customer”/the market wants, and on an operative level, to bring forward how frontline employees and customers together are trying to accomplish co-creation in practice.

  • 22.
    Fellesson, Markus
    et al.
    Centrum för tjänsteforskning, Karlstads universitet.
    Salomonson, Nicklas
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Good service work and bad customer behaviour2014Konferensbidrag (Refereegranskat)
    Abstract [en]

    Purpose: The paper explores negative customer interactions in retail from a front line employee perspective. It particularly focuses on how such incidents are defined and perceived against a backdrop of service work. Methodology: The paper draws on 35 in-depth interviews with front line staff in three retail industries (groceries, consumer electronics and women’s fashion) where the respondents report on their experiences with customers who they perceive as troublesome in one way or another. Episodes of customer misbehaviour were identified and analysed using the critical incident technique and the NVivo software for qualitative data analysis. Findings: Several generic forms of customer misbehaviour were identified both within and across the industries, and are illustrated in the paper. While congruent with previous research on customer misbehaviour on an overall level, a closer analysis of what the respondents perceived as “deviant” reveals an interesting aspect of service work in modern retailing. Whereas customers’ interactional shortcomings (e.g. rudeness and unsociability) were partly seen as natural (albeit not fully accepted) aspects of service work, the tolerance for behaviour that infringed on operational efficiency were much more limited. Arguably, this indicates that efficiency is more profound to retail services than is generally acknowledged. Originality: Traditionally, service management has been firmly rooted in a win-win paradigm, where company interactions with customers are supposed to be constructive, harmonic and mutually value creating. However, this ideal is not always lived up to in service practice. While much has been said about interactional failures as perceived from the customers’ side, research taking an employee perspective is still spares. As the present paper show, such a perspective adds valuable knowledge not only about service work but also about the service itself.

  • 23.
    Fellesson, Markus
    et al.
    Centrum för tjänsteforskning, Karlstads universitet.
    Salomonson, Nicklas
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Service orientation and difficult customers: A front line dilemma2015Konferensbidrag (Refereegranskat)
  • 24.
    Fellesson, Markus
    et al.
    Centrum för tjänsteforskning, Karlstads universitet.
    Salomonson, Nicklas
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    The expected retail customer: Value co-creator, co-producer or disturbance?2016Ingår i: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 30, s. 204-211Artikel i tidskrift (Refereegranskat)
    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.

  • 25. Fellesson, Markus
    et al.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Åberg, Annika
    Preventing or promoting customer misbehavior through service design2010Konferensbidrag (Övrigt vetenskapligt)
    Abstract [en]

    The phenomenon of customer misbehavior, i.e. deviant, threatening or even violent customers, is not unusual and it causes problems for the firm, its employees, and other customers. Hitherto much research has focused on the hospitality industry (e.g. restaurants, hotels and bars) where misbehavior often is explained by service failures or customers’ characteristics. The purpose of this paper is to provide an enriched understanding of antecedents of misbehavior, by considering how the incidents are related to the structural design of the service. An interview study inspired by the critical incident technique, conducted with frontline employees that work onboard busses and trains, resulted in a rich empirical material. The employees reported a number of different types of incidents, ranging from offensive and insulting comments and fare dodging, to threats and even physical violence. The result showed, as could be expected, that some incidents were related to service failures. However, on several occasions, customer misbehavior was triggered by both features of service work and the service design, rather than by service failures. In fact, even managerial interventions to prevent misbehavior sometimes had the opposite effect. For example, procedures intended to create a safe environment generated minor as well as considerable customer misbehavior incidents.

  • 26. Fellesson, Markus
    et al.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Åberg, Annika
    Troublesome Travelers: The Service System as a Trigger of Customer Misbehavior2013Ingår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 5, nr 3, s. 256-274Artikel i tidskrift (Refereegranskat)
    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.

  • 27.
    Forsgren, Olov
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Hultén, Anders
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Lind, Mikael
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Sundström, Malin
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Experiences from setting up an Internet Shopping Collaboratory2007Ingår i: Expanding the Knowledge Economy: Issues, Applications, Case Studies. Volume 4, Part 1. / [ed] Paul Cunningham, Miriam Cunningham, Amsterdam: IOS Press , 2007, s. 850-857Kapitel i bok, del av antologi (Refereegranskat)
    Abstract [en]

    In today’s business there is a clear need to find innovative procedures regarding product- or service development where several stakeholders meet in the same arena. An unresolved quest, however, is how such an arena could be set up and which activities to perform. This paper describes experiences from establishing such an arena, called an Internet Shopping Collaboratory (ISC). The ISC assembled researchers, practitioners, consumers, and solution providers in refining ideas to new products aimed to a future e-market. The basic idea has been to apply a co-design approach. The paper outlines why the ISC project did not work and lessons that were learnt. In the paper we make equivalent comparisons from the characteristics of the evolving ISC to the Living Lab concept. A focus on content was found vital for getting the different stakeholders engaged in the collaboratory. The case described uses an ideal scenario technique and applies a co-design approach.

  • 28.
    Giannakis, Stavroula
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Lind, Mikael
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Sundström, Malin
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Befintliga kundmöten mellan Göteborgs Energis kontaktcenter och kunder: hur sker möten idag?2008Rapport (Övrigt vetenskapligt)
  • 29.
    Giannakis, Stavroula
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Lind, Mikael
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Sundström, Malin
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Kundmöte 2015: befintliga kundmöten mellan Göteborg Energis kontaktcenter och kunder2008Rapport (Övrigt vetenskapligt)
  • 30.
    Gustafsson, Eva
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Hjelmgren, Daniel
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Sundström, Malin
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Dissatisfied and complaining consumers: A study of the importance of information, expectations and retail complaints2010Konferensbidrag (Övrigt vetenskapligt)
    Abstract [en]

    Traditionally, complaining customers have been considered a problem by the retail industry, but this changed due to the shift towards service quality and customer satisfaction that took place in the late eighties (e.g. Parasuraman, Berry and Zeithaml, 1988, Cronin and Taylor, 1992). Complaints from customers are valuable since they can give companies a second chance to solve problems and recover from service failure in order to delight the customer (Bitner, Brown and Meuter, 2000). The salespersons influence on consumers complaint responses have been studied by several (e.g. Clopton, Stoddard and Clay, 2001) and few would argue against the frontline personnel’s’ key role in satisfying the customers. For retail companies, the frontline personnel are the gatekeeper and central in providing good service since they often are the primary point of contact before, during and, after a purchase (Chung-Herrera et al., 2004). Frontline personnel have the opportunity to informe the customer about the product, answer questions and give advice in specific situations. In many cases the customers are dependent upon the skills and knowledge provided by the employees as well as they are dependent on their own capacity to ask the right questions. In a perfect world, a customer that can articulate his or hers need and expectations of a product, gather relevant information by asking the store personnel and trust the knowledge provided, should be a satisfied customer. Still there are signs that consumers are becoming increasingly dissatisfied with their purchases as well as with the service they receive in relation to the purchase. Also, few complaining customers are happy with companies’ complaint handling efforts (e.g. Andreassen, 2001). This paper reports a study that examines consumer complaint behaviour and consumer pre-purchase behaviour. The data was collected by means of structured questionnaires administered with the help of a web panel. In total the data consists of 1990 respondents and the demographic of the respondents being representative for Swedish consumers above age 18. Analysis of the survey data shows three findings of particular interest for the retail industry. First, the amount of pre-purchase information obtained by the consumer does not correlate with the consumers’ post purchase satisfaction. Respondents that have searched information from several different sources before buying did not complaint less than those who had not searched at all. Second, consumers who received product information mainly from the store (either through staff or website) were more inclined to complain than those who had got information from additional, or other, sources such as family or friends. Third, complaining consumers are dissatisfied with how their complaints are dealt with by the store representative. In this paper, we will examine the results and further explore customer complaints behaviour in stores.

  • 31.
    Göbel, Hannes
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Cronholm, Stefan
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Seigerroth, Ulf
    LeaAgile ITSM!2013Rapport (Övrigt vetenskapligt)
  • 32.
    Göbel, Hannes
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Cronholm, Stefan
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Seigerroth, Ulf
    Vad är IT Service Management?2013Rapport (Övrigt vetenskapligt)
  • 33.
    Hagberg, Johan
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Lind, Mikael
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Energy customers in dialogue2008Konferensbidrag (Övrigt vetenskapligt)
  • 34. Hansson, Iwanca
    et al.
    Lundberg, Ove
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Ahlsén, Elisabeth
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Lind, Mikael
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Personaliserat IT-stöd för personer med kognitiva funktionsnedsättningar: en behovsutredning2009Rapport (Övrigt vetenskapligt)
    Abstract [sv]

    Undersökningar visar att det i dag finns ca 200 000 individer i Sverige som lider av någon form av kognitiv funktionsstörning. Det är en mycket blandad grupp med olika behov men det finns även många gemensamma nämnare. En nedsatt kognitiv förmåga kan visa sig i form av problem att ta initiativ, planera och organisera en struktur i vardagen. Det kan bl a röra sig om individer med förvärvade hjärnskador, ADHD, Aspergers syndrom, DAMP och andra neurologiska, psykiska och neuropsykiatriska sjukdomar. Individer med dyslexi, som vanligtvis inte kategoriseras in under kognitiva funktionshinder har även många liknande behov. Det är viktigt att kontinuerligt fokusera på rehabilitering och på att kognitiva hjälp-medel i form av hjälpsystem utvecklas och förfinas. Denna studie undersöker forsknings-rapporter som berör kognitiva funktionshinder i korrelation med teknologiska hjälpmedel. Genomgången visar att det befintliga assisterande IT-systemet e-Me som i nuläge samordnar, organiserar och hanterar IT-resurser för studenter kan utvecklas och anpassas efter de behov som individer med kognitiva funktionshinder har. Rapporten fokuserar främst funktioner inom studier och arbetsliv, men inkluderar även fritid eftersom tekniska hjälpmedel för kognitivt funktionshindrade på ett naturligt sätt bidrar till en helhetslösning som underlättar vardagen. Intervjuer med funktionshindrade stöder de iakttagelser som rapporten redovisar.

  • 35.
    Hjelmgren, Daniel
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Ekström, Karin M
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Re:design of textiles: opportunities and barriers in the Swedish furniture and clothing industries2013Konferensbidrag (Refereegranskat)
    Abstract [en]

    The amount of textile waste has been increasing steadily in the Western world during the last decades. Its negative impact on the environment makes it important to investigate the possibility to increase the utilization of waste materials. The purpose of this paper is to study possibilities and structural barriers to utilize waste materials in the Swedish furniture and clothing industries. The study is based on semi-structured interviews with project managers, business developers, designers, and company representatives in the initiative Studio Re: design. The initiative aims to develop new techniques for making use of textile waste. Our study shows that the possibility for making use of waste materials is greater in the furniture industry than in the clothing industry. This is explained by more local production and flexible production in the furniture industry and also greater possibilities to utilize existing sales channels and interactive effects in the design process.

  • 36.
    Hjelmgren, Daniel
    et al.
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Salomonson, Nicklas
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Ekström, Karin M
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Upcycling of Pre-Consumer Waste: Opportunities and Barriers in the Furniture and Clothing Industries2015Ingår i: Waste Management and Sustainable Consumption: Reflections on consumer waste, Routledge , 2015Kapitel i bok, del av antologi (Refereegranskat)
  • 37.
    Hjelmgren, Daniel
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Gustafsson, Eva
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Ekström, Karin M
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Generation Y’s and Swing’s consumption of clothes: a cost/benefit analysis of sustainable behavior2012Konferensbidrag (Övrigt vetenskapligt)
    Abstract [en]

    The consumption of clothes is high and steadily increasing. The garment industry’s resource-intensive manufacturing and consumers’ use and disposal of clothes therefore constitute an increasing environmental problem. The negative impact that consumption of clothes has on the environment makes it important to further investigate consumers’ acquisition, use and disposal of clothes. The aim of this paper is through a cost-benefit analysis of consumers’ consumption of clothes study what affect their propensity to consume more environmentally friendly – focusing on consumers representing generation Y and Swing. The study is based on three empirical studies: a survey at the largest retail store in Scandinavia, focus group interviews with members of the generation Y and Swing cohorts, and interviews and observations at a clothes swapping event. Our results show that the propensity to behave environmental friendly when consuming clothes is negatively affected by price sensitivity and various search cost, cost of disposal, information cost, and cost of use. The study also shows that the two cohorts experience different benefits in the consumption of clothes which also may affect their behavior.

  • 38.
    Lind, Mikael
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Forsgren, Olov
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Albinsson, Lars
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    The e-Co Model: Citizens´Driving E-service Quality2007Ingår i: Proceedings of the 51st Annual Conference (The International Society for the Systems Sciences) – Integrated Systems Scieces: Systems thinking, Modeling and Practice. / [ed] Jennifer Wilby, Tokyo Institute of Technology, Tokyo, Japan , 2007Konferensbidrag (Refereegranskat)
  • 39.
    Lind, Mikael
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    A Pragmatic Conception of Service Encounters2008Ingår i: In proceeding of The Inaugural meeting of The AIS Special Interest Group on Pragmatist IS Research (SIGPrag 2008), The AIS Special Interest Group on Pragmatist IS Research (SIGPrag 2008) – www.sigprag.org , 2008Konferensbidrag (Övrigt vetenskapligt)
  • 40.
    Lind, Mikael
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    An Efficient Customer Service: Finding a Balance between Self-Service Technology and Inter-Personal Interaction2008Ingår i: Proceedings of The 5th International Conference on Action in Language, Organisations and Information Systems (ALOIS*2008) / [ed] Pär J Ågerfalk, Mikael Lind, Gianni Jacucci, 2008, s. 53-68Konferensbidrag (Refereegranskat)
  • 41.
    Lind, Mikael
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Service Quality in Business Processes: Let the customer’s voice be heard!2007Konferensbidrag (Övrigt vetenskapligt)
  • 42.
    Lind, Mikael
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Services, IT and Consumption2010Ingår i: Lind, M. and Salomonson, N. (2010), Services, IT and Consumption, in Ekström, K.M. (ed.), Consumer Behaviour: A Nordic Perspective, Studentlitteratur, Lund., Studentlitteratur , 2010, s. 495-513Kapitel i bok, del av antologi (Övrigt vetenskapligt)
  • 43.
    Lind, Mikael
    et al.
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Using Pragmatic Concepts for Exploring Interactivity in Service Encounters2013Ingår i: Systems, Signs & Actions, ISSN 1652-8719, E-ISSN 1652-8719, Vol. 7, nr 2, s. 205-226Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    A service encounter is conceived as an interactive process between a service provider and a service receiver. It has however largely been analyzed as a non-interactive phenomenon which leads to a superficial and incomplete understanding of the dynamics of service encounters as an interactive process. The purpose of this paper is to explore whether a pragmatic approach could form a foundation for the conception of service encounters as an interactive phenomenon. The results show that in order to capture the essence of interaction in service encounters from a pragmatic view, researchers should turn to the concept of action. In order to avoid a one-side view (the customer or the company/company representative) of the service encounter, the inter-related actions need to be taken into consideration.

  • 44.
    Lindberg, Ulla
    et al.
    Högskolan i Borås, Akademin för textil, teknik och ekonomi. RISE Research Institutes of Sweden.
    Salomonson, Nicklas
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Sundström, Malin
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Wendin, Karin
    Kristianstad University, Sweden/ University of Copenhagen, Denmark.
    Consumer perception and behavior in the retail foodscape – A study of chilled groceries2018Ingår i: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 40, s. 1-7Artikel i tidskrift (Refereegranskat)
    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.

  • 45.
    Lindberg, Ulla
    et al.
    Högskolan i Borås, Akademin för textil, teknik och ekonomi. SP Sveriges Tekniska Forskningsinstitut.
    Salomonson, Nicklas
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Sundström, Malin
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Wendin, Karin
    Sveriges Tekniska Forskningsinstitut.
    Doors or no doors: consumers behaviour and experiences when purchasing chilled foods in supermarkets2016Ingår i: The 5th Nordic Retail and Wholesale Conference: NRWC 2016, 2016Konferensbidrag (Övrigt vetenskapligt)
  • 46.
    Nowé Hedvall, Karen
    et al.
    Högskolan i Borås, Akademin för bibliotek, information, pedagogik och IT.
    Salomonson, Nicklas
    Högskolan i Borås, Akademin för textil, teknik och ekonomi.
    Wolmesjö, Maria
    Högskolan i Borås, Akademin för vård, arbetsliv och välfärd.
    Medborgardialoger – en delstudie i utvärderingen av Västra Götalandsregionens politiska organisering.: Utvärdering av Västra Götalandsregionens politiska organisation – Delrapport 102017Rapport (Refereegranskat)
    Abstract [sv]

    Regionpolitik tycks oftast vara osynlig och regionens politiska organisation ogenomtränglig. Kommunikationsvägarna mellan regionens politiker och tjänstemän och regionens medborgare är otydliga och skapar distans mellan regionpolitiker och medborgare. Då det upplevs som alltför svårt att utkräva ansvar från regionens politiker försvagas medborgares tilltro till den politiska organiseringen. Olika former av medborgardialoger i regionen utgör försök att öka transparensen, skapa tillit och bidra till inflytande för medborgarna. För att lyckas bör syftet med dialogen tydligt kommuniceras både externt och internt, fler grupper bör nås och resultaten bör återkopplas systematiskt.

  • 47.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Conversation Analysis and Service Encounters: An Ethnomethodological Approach when Studying Voice-to-Voice Encounters2007Ingår i: Managing Magical Service, Proceedings of The 10th International Research Symposium on Service Excellence in Management, Orlando, Florida. / [ed] Robert C Ford, Duncan R Dickson, Bo Edvardsson, Stephen W Brown, Robert Johnston, 2007, s. 316-325Konferensbidrag (Övrigt vetenskapligt)
  • 48.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Gekås Ullared: a consumption phenomenon in Sweden: How frontline personnel handle customer misbehavior2010Konferensbidrag (Refereegranskat)
    Abstract [en]

    All service encounters that occur between frontline personnel and customers are not harmonious. Frontline personnel sometimes also need to handle deviant or even threatening customers. Based on interviews with personnel at Gekås Ullared a range of different types of customer misbehavior and tactics among personnel to handle these misbehaviors were found. The results also show that personnel use a number of different tactics before, during and after acts of customer misbehavior. Examples of tactics used are: (before) observing potential misbehavior in checkout lanes; (during) suggesting solutions to customers; (after) sharing experiences with colleagues.

  • 49.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    How frontline personnel adapt to customers and vice versa: A study of telephone based service encounters2008Konferensbidrag (Övrigt vetenskapligt)
  • 50.
    Salomonson, Nicklas
    Högskolan i Borås, Institutionen Handels- och IT-högskolan.
    Problematiska servicemöten och hur frontpersonal hanterar dem2010Rapport (Övrigt vetenskapligt)
    Abstract [sv]

    Alla servicemöten mellan frontpersonal och kunder är inte harmoniska. Kunder agerar ibland avvikande och uppvisar negativa beteenden som skapar problem för företaget, anställda och andra kunder. Studien som baseras på intervjuer med frontpersonal som arbetar i kassa och varubyte på Gekås Ullared syftar till bidra med kunskap om vilka typer av beteenden som kunder uppvisar när de bär sig illa åt, möjliga orsaker till det och hur personal hanterar dessa situationer. Studien visar för det första hur kunder bär sig illa åt. Verbala påhopp i form av svordomar och höjd röst (skriker) verkar dominera men att det ibland även förekommer nedvärderande uttryck i form av förolämpningar och skällsord. För det andra visar studien att personal lyfter fram stress, trötthet och trängsel men även blodsockerfall bland kunder som möjliga orsaker till varför kunder bär sig illa åt. En gemensam nämnare för flera av de uppkomna situationerna är att kunden reagerar på någon policy som företaget har. För det tredje visar studien hur frontpersonal agerar för att hantera kunder som bär sig illa åt. Före händelsen handlar det mycket om att föreslå lösningar till ledningen som förebygger det. Det kan även vara att personal (i kassan) förvarar varandra om kunder som tidigare burit sig illa åt. Under händelsen lyfter personal fram vikten av att lugna kunden genom att resonera, föreslå lösningar och själv agera lugnt i situationen. Att låta kunden prata och inte säga emot. Efter händelsen handlar det mycket om att prata ut och ventilera situationen med kollegor men även att gå undan (kunders och kollegors) blickar för att avreagera sig.

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