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Bo Edvardsson

Bio: Bo Edvardsson is an academic researcher from Karlstad University. The author has contributed to research in topics: Service (business) & Service design. The author has an hindex of 63, co-authored 274 publications receiving 15410 citations. Previous affiliations of Bo Edvardsson include National Changhua University of Education & Swedish University of Agricultural Sciences.


Papers
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Journal ArticleDOI
TL;DR: In this article, a new framework for understanding how the concepts of service exchange and value co-creation are affected by recognizing that they are embedded in social systems is presented, and the authors argue that value should be understood as value-in-social context and that value is a social construction.
Abstract: According to service-dominant logic (S-D logic), all providers are service providers, and service is the fundamental basis of exchange. Value is co-created with customers and assessed on the basis of value-in-context. However, the extensive literature on S-D logic could benefit from paying explicit attention to the fact that both service exchange and value co-creation are influenced by social forces. The aim of this study is to expand understanding of service exchange and value co-creation by complementing these central aspects of S-D logic with key concepts from social construction theories (social structures, social systems, roles, positions, interactions, and reproduction of social structures). The study develops and describes a new framework for understanding how the concepts of service exchange and value co-creation are affected by recognizing that they are embedded in social systems. The study contends that value should be understood as value-in-social-context and that value is a social construction. Value co-creation is shaped by social forces, is reproduced in social structures, and can be asymmetric for the actors involved. Service exchanges are dynamic, and actors learn and change their roles within dynamic service systems.

1,254 citations

Journal ArticleDOI
TL;DR: In this article, the authors present a new frame of reference for new service development based on empirical studies in Sweden and argue that the main task of service development is to create the right generic prerequisites for the service.
Abstract: This article deals with service development from a quality perspective. Our point of departure is to build in the right quality from the start. The article presents a new frame of reference for new service development based on empirical studies in Sweden. It argues that the main task of service development is to create the right generic prerequisites for the service. This means an efficient customer process, that is to say the process must be adapted to the logic of the customer's behaviour and a good customer outcome, i.e., the service is associated with quality. We distinguish three main types of development: the development of the service concept, the development of the service system (resource structure) and the development of the service process.

799 citations

Journal ArticleDOI
TL;DR: In this article, a literature search was carried out in order to find definitions of the service concept and expressions about the service characteristics, and 34 articles were used for further analysis for service characteristics.
Abstract: Purpose – Focusing on one main research question: how is the phenomenon “service” portrayed within service research?, the aim is to describe and analyze how the concept of service is defined, how service characteristics express the concept, the relevance of the existing “service portraits”, and to suggest a new way of portraying service.Design/methodology/approach – A literature search was carried out in order to find definitions of the service concept and expressions about the service characteristics. Databases were searched and 34 articles were used for further analysis. The same procedure was carried out for service characteristics. The articles that were chosen by the databases were reviewed thoroughly and those most relevant to the search topic were chosen. Sixteen leading scholars who had been shaping the service research field were also asked two basic questions.Findings – The analysis of the concept of service and service characteristics shows that the definitions are too narrow and the characteri...

797 citations

Journal ArticleDOI
TL;DR: In this paper, the authors argue that both the goods and service-dominant logic are providerdominant and the customer's logic is examined in-depth as being the foundation of a customer•dominant (CD) marketing and business logic.
Abstract: Purpose – The paper seeks to introduce to a new perspective on the roles of customers and companies in creating value by outlining a customer‐based approach to service. The customer's logic is examined in‐depth as being the foundation of a customer‐dominant (CD) marketing and business logic.Design/methodology/approach – The authors argue that both the goods‐ and service‐dominant logic are provider‐dominant. Contrasting the provider‐dominant logic with CD logic, the paper examines the creation of service value from the perspectives of value‐in‐use, the customer's own context, and the customer's experience of service.Findings – Moving from a provider‐dominant logic to a CD logic uncovered five major challenges to service marketers: company involvement, company control in co‐creation, visibility of value creation, scope of customer experience, and character of customer experience.Research limitations/implications – The paper is exploratory. It presents and discusses a new perspective and suggests implication...

644 citations


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01 Jan 2016
TL;DR: The using multivariate statistics is universally compatible with any devices to read, allowing you to get the most less latency time to download any of the authors' books like this one.
Abstract: Thank you for downloading using multivariate statistics. As you may know, people have look hundreds times for their favorite novels like this using multivariate statistics, but end up in infectious downloads. Rather than reading a good book with a cup of tea in the afternoon, instead they juggled with some harmful bugs inside their laptop. using multivariate statistics is available in our digital library an online access to it is set as public so you can download it instantly. Our books collection saves in multiple locations, allowing you to get the most less latency time to download any of our books like this one. Merely said, the using multivariate statistics is universally compatible with any devices to read.

14,604 citations

Journal ArticleDOI
TL;DR: Reading a book as this basics of qualitative research grounded theory procedures and techniques and other references can enrich your life quality.

13,415 citations

Posted Content
TL;DR: Deming's theory of management based on the 14 Points for Management is described in Out of the Crisis, originally published in 1982 as mentioned in this paper, where he explains the principles of management transformation and how to apply them.
Abstract: According to W. Edwards Deming, American companies require nothing less than a transformation of management style and of governmental relations with industry. In Out of the Crisis, originally published in 1982, Deming offers a theory of management based on his famous 14 Points for Management. Management's failure to plan for the future, he claims, brings about loss of market, which brings about loss of jobs. Management must be judged not only by the quarterly dividend, but by innovative plans to stay in business, protect investment, ensure future dividends, and provide more jobs through improved product and service. In simple, direct language, he explains the principles of management transformation and how to apply them.

9,241 citations

01 Nov 2008

2,686 citations