Jörg Pareigis

Exploring the role of the service environment in forming customer's service experience

The aim of this paper is to identify and describe important dimensions of the service process as defined by customers, and to compare the results from a specific use context with the recent concept ...

Exploring internal mechanisms forming customer servicescape experiences

Purpose - The aim of this paper is to explore customer interactions with servicescapes and to explain in more depth the internal mechanisms that form the customer service experience. Design/methodo ...

Sustaining Sweden’s competitive position: lean lifelong learning

Purpose – The purpose of this paper is to explore what options the adult learner has for continued learning and what role universities are playing in providing net-based education. Current options for lifelong learning and improvement opportunities in the educational process are described based on an assessment inspired by principles of lean management. Design/methodology/approach – Sweden is chosen as an example. The current level of net-based university education and the demand for it is assessed using official Swedish data. Lean management principles are used as a starting point to define parameters for interest for the adult learner. These parameters are then converted into a five-level scale for assessing current performance with focus on university courses. The authors also study how Swedish County Councils manage their employee education and carry out a check of courses offered by massive open online course providers. Findings – Lean management principles in combination with customer focus seem to ...

A holistic view of value generation process in a SSBI environment: a service dominant logic perspective

Abstract Self-service business intelligence (SSBI) is an emerging trend in organisations allowing users to become more autonomous in data exploration. Organisations are keen to provide such services for their employees due to its potential benefits. However, there is little empirical knowledge about the process of building a SSBI service and the role of users in this process. From an exploratory single case study of a major Norwegian online marketplace and drawing on service-dominant logic as an analytical framework, we identify and explore two major phases of building a SSBI service: co-production and co-creation. Besides providing a rich description of these phases, this study also explores the way stakeholders are involved and embedded throughout the process of value generation.