Identifying Satisfiers and Dissatisfiers in the Service Encounter

( Edvardsson Bo ),( Nilsson Witell Lars ) 한국품질경영학회 2005 The Asian Journal on Quality Vol.6 No.1

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.

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.

Corporate Social Responsibility for Charity or for Service Business?

( Bo Enquist ),( Bo Edvardsson ),( Samuel Petros Sebhatu ) 한국품질경영학회 2008 The Asian Journal on Quality Vol.9 No.1

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.

Testing Reliability and Validity of the Person-centered Climate Questionnaire-staff version in Korean for Long-term Care Facilities

사공혜,김다은,배소영,이가언,David Edvardsson,윤주영 한국지역사회간호학회 2018 지역사회간호학회지 Vol.29 No.1

Purpose: To test the reliability and validity of the Korean version of the Person-centered Climate Questionnaire - staff version (KPCQ-S) in long-term care institutions. Methods: A total of 297 staff in long-term care institutions including nine nursing homes (NHs) and 4 long-term care hospitals (LTCHs) were included. The KPCQ-S was developed following the WHO guidelines of the process of translation and adaptation of instruments. An internal consistency using Cronbach’s ⍺ was tested for reliability. Exploratory factor analysis (EFA) was used to examine the construct validity. Convergent and discriminant validity were examined using Pearson correlation. Results: EFA demonstrated the construct validity of the 14-item KPCQ-S with three-factor solutions, specifically three factors (safety, everydayness, and community) in NHs and four factors (safety, everydayness, community, and comprehensibility) in LTCHs. Convergent validity was found in the correlation with the work satisfaction (r=.55). The KPCQ-S showed satisfactory internal consistency reliability (Cronbach’s ⍺=.91). Conclusion: The KPCQ-S is found to be a reliable and valid tool for measuring staff perceptions of the person centeredness of long-term care environments.

한국어판 노인 장기요양기관 거주자용 인간중심적 환경 측정도구의 신뢰도, 타당도 평가

윤주영(Yoon, Ju Young),김다은(Kim, Da Eun),배소영(Bae, Soyoung),David Edvardsson,장선주(Chang, Sun Ju) 노인간호학회 2018 노인간호학회지 Vol.20 No.1

Purpose: This study was conducted to assess the psychometric properties of the Korean Person-centered Climate Questionnaire-Resident version (KPCQ-R) in long-term care settings. Methods: The KPCQ-R was developed following the World Health Organization guidelines for the process of translation and adaptation of instruments. Internal consistency using Cronbach’s ⍺, known-group comparison, exploratory factor analysis, and Multiple Indicator Multiple Cause (MIMIC) model was examined. A total of 201 older adults from 11 long-term care institutions were included in this study. Results: The KPCQ-R demonstrated satisfactory internal consistency reliability (Cronbach’s ⍺=.90). The KPCQ-R consists of 17 items with two factors ( everydayness and safety ). Known group comparison showed satisfactory validity as evidenced by a significantly higher mean KPCQ-R from individuals with minimal depressive symptoms compared to individuals with significant depressive symptoms. Results of the MIMIC model indicated that type of setting was not significantly related to the two latent factors, which suggests that the KPCQ-R is applicable for use in either nursing homes or long-term care hospitals in Korea. Conclusion: The findings indicate that the KPCQ-R is a valid and reliable tool to measure the extent to which the climate of the residential environment is person-centered from the perspective of long-term care residents in Korea.