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RISS 인기검색어
- 검색키워드
- 저자 : ( Bo Edvardsson ) (검색결과 5 건)
- 무료
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Identifying Satisfiers and Dissatisfiers in the Service Encounter
Bo, Edvardsson,Lars, Nilsson-Witell The Korean Society for Quality Management 2005 The Asian Journal on Quality Vol.6 No.1
Service attributes are important for customer perceptions of service quality. However, in spite of huge amount of research, the role of service attributes as satisfiers and dissatisfiers in service encounters is not understood well enough. An empirical investigation is conducted concerning a problem resolution service in the telecommunication industry. We use both qualitative and quantitative service performance data to describe and analyze how critical incidents can be used to identify and understand which service attributes are perceived as satisfiers and dissatisfiers. Our study reveals that there is a subset of critical incidents, so called critically critical incidents, which are perceived differently and are different in content compared to critical incidents. These incidents are extremely rich of information and have the possibility to reveal the real satisfiers and dissatisfiers in a service encounter.
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Corporate Social Responsibility for Charity or for Service Business?
Enquist, Bo,Edvardsson, Bo,Sebhatu, Samuel Petros The Korean Society for Quality Management 2008 The Asian Journal on Quality Vol.9 No.1
Following this introduction, this paper presents two conceptual and theoretical analyses-(i) CSR and its relation to profit and charity (ii) CSR as part of a service business model. The paper then illustrates these concepts using a comparative study of four service firms, with particular emphasis on their different CSR activities and how these affect the mission of each company. All four of the service companies are global actors with strong Service Brands (Edvardsson, Enquist and Hay, 2006) and a leading position in using CSR as a driving force for doing business: IKEA, Starbucks, H&M and the Body Shop. The paper then draws together the conceptual analysis and the case studies in a discussion of how CSR can be a proactive driver in the service business. Because of the limit space for a QMOD paper the focus is on the conceptual and theoretical analysis part and the empirical part and discussion/conclusion has to be further developed.
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SERVICE INNOVATION AND SCALING UP INNOVATIVE SERVICE ECOSYSTEM: THE CASE OF EATALY
( Laura Di Pietro(post Phd) ),( Bo Edvardsson(full Professor) ),( Roberta Guglielmetti Mugion(post Phd) ),( Maria Francesca Renzi(full Professor) ),( Martina Toni ) 한국품질경영학회 2015 한국품질경영학회 학술대회 Vol.2015 No.2
Purpose - The aim of the study is to identify and analyze important drivers of why and how an innovative service ecosystem scale up. In this paper “scaling up” is treated as empirical phenomena that refer to the ability of an innovative business ecosystem to attract many new actors, in particular customers, and entering in new markets to become sustainable and social responsible. This study describes a sustainable service ecosystem to be consistent with the principles of corporate social responsibility (CSR), including economical, environmental, social and ethical dimensions. We selected one innovative business case (Eataly) providing rich data with explanatory power. Design/Methodology/approach - We present an in-depth case study on Eataly, a service eco-system, operating in the retail food sector, that introduced important service innovations in the traditional framework of resource integration and scaled up rapidly on national and international markets to become a global brand. Through the analysis of personal interviews carried out with the Eataly mangers and different available narratives about the company. We study and evaluate why and how a service ecosystem faced the scaling up process. Innovative service ecosystem are analyzed by using four interdependent concepts an innovative (1) value proposition, the engaged (2) actors roles responsibility, the constellation of (3) resources that enable value creation to be realize in line with value proposition and in context of (4) institutional arrangements, including social system structure. Findings - We develop a framework for analyzing scaling up innovative service ecosystems, in order to extend the existing knowledge by empirically providing the most important scaling up drivers. In this paper we use a multi-actor approach, but emphasize the perspective of the entrepreneur since we study businesses and conceptualize service innovation in the context of ecosystems that we know are sustainable financially, socially and environmentally. The identified main drivers are: 1) a distinctive customer experience; 2) actors engagement; 3) entrepreneur value proposition focus on growth; and 4) institutionalized values resonance. Originality/value - Some service ecosystems grow faster than others and thus are more successful in their scaling up; hence there is a lot to learn from such innovative service ecosystem. Nevertheless, there is no empirical study with an explicit focus on innovative service ecosystem scaling up. Hence, the present study provides new suggestions for future research on the scaling up drivers in innovative service ecosystem.
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