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Service Excellence in Management SERVICE EXCELLENCE IN MANAGEMENT EDIT ED BY: Erik Wästlund Bo Edvardsson Anders Gustafsson Mary Jo Bitner Rohit Verma SERVICE EXCELLENCE IN MANAGEMENT Proceedings of the QUIS13 International Research Symposium on Service Excellence in Management, June 10-13 2013, Karlstad Sweden ISBN: 978-91-7063-506-9 HOSTED AND PUBLISHED BY CTF, Service Research Center, Karlstad University, Sweden IN CONJUNCTION WITH Center for Services Leadership, W. P. Carey School of Business, Arizona State University, USA Center for Hospitality Research, School of Hotel Administration, Cornell University, USA Copyright (C) 2013. The copyright of each abstract and paper remains with its author(s) PREFACE QUIS is considered to be one of the world’s leading biannual symposiums on service research and management practice. QUIS gathers thought leaders from the global business and academic communities for an open exchange of insights and experiences. The best of interdisciplinary academic research and management practice is presented and discussed. The objectives of QUIS sharing and networking events are to: • Promote the continuing improvement of service excellence in all economic sectors around the world. • Share and advance the state of the art in theory and practice through presentations and discussion of scholarly research and successful business strategies. • Provide a forum for intensive global dialogue between researchers and executives and to offer guidance for future academic study. The first QUIS symposium took place in Sweden 1988. QUIS is held every second year and attracts leading researchers and executives from all over the world. The QUIS symposium usually draws attendees from more than 30 countries. Leading, managing and organizing for service excellence is a never-ending quest by organizations seeking to achieve outstanding performance in their fields. Benchmarking one’s own approaches against other organizations’ best practices and gaining insights from their experiences are powerful means for enhancing results. Papers presented at QUIS13 give a comprehensive overview of scholarly and managerial advances in service excellence and management with contributions from around the world. Well-known scholars and business executives share their views, research and experiences gained in using innovation and leadership in the pursuit of service excellence. A number of themes are covered such as service innovation and design, technology in services, service culture and leadership, complaint management and service recovery, transition from products to service in manufacturing, service logic, human resource management, customer experience, service operations management, service marketing and customer management, service science, transformative service and service quality put into action. The 13th International Research Symposium on Service Excellence in Management, on which this proceeding is based, took place in Karlstad, Sweden June 10-13, 2013, and was hosted by: CTF, Service Research Center, Karlstad University, Sweden in conjunction with Center for Services Leadership, W. P. Carey School of Business, Arizona State University, USA, and Center for Hospitality Research, School of Hotel Administration, Cornell University, USA. From an array of around 150 presentations, we as co-chairs are pleased to present some of the most thought-provoking papers. We are convinced that you will find the papers stimulating and useful in your own work. We thank all contributors that made this event so successful, but especially Assistant professor Erik Wästlund, proceedings coordinator and Ingrid Hansson, symposium coordinator. With many thanks and best wishes Bo Edvardsson, Anders Gustafsson, Mary Jo Bitner and Rohit Verma Co-chairs Content sorted by papers A NEW GENERATION OF SERVICE CUSTOMERS Laura Esparza Martinez and Diana Davila Ruiz ...................................................................................................................................12 A NOVEL CATEGORIZATION OF INDUSTRIAL SERVICES - ANALYSIS OF SERVICE OFFERINGS OF MANUFACTURING COMPANIES Heini Lehtonen and Hanna Kostama....................................................................................................................................................23 A SCALE TO ACCESS COMPANY SOCIAL NETWORK MEMBERS PERCEPTIONS Carla Martins and Lia Patrício ..............................................................................................................................................................33 A SERVICE INNOVATION FRAMEWORK FOR MANUFACTURING FIRMS Ida Gremyra and Lars Witella,b ..............................................................................................................................................................36 A SYSTEM DYNAMICS MODEL OF VALUE CREATION THROUGH DEVELOPMENT OF PRODUCTS AND SERVICES WITHIN A PRODUCT-SERVICE SYSTEM Athanasios Karapantelakis, James K. Hazy, Erik Lindhult and Manfred Dasselaar, ...........................................................................45 ADAPTING THE HUMAN SIGMA INSTRUMENT TO ENHANCE THE EMPLOYEE-CUSTOMER ENCOUNTER Carley Sutton ........................................................................................................................................................................................56 ADAPTIVE MOBILE PERSONALIZATION USING SOCIAL NETWORKS Tuck Siong Chunga, Michel Wedelb and Roland T. Rustb ....................................................................................................................65 AN EMPIRICAL TEST OF SERVICE ECO-CERTIFICATION SIGNALING EFFECT Jie J. Zhanga, Nitin R. Joglekarb, and Rohit Vermac ............................................................................................................................69 APPLYING SENTIMENT ANALYSIS TO GAIN NEW INSIGHTS FROM CRITICAL INCIDENT DATA Nolen A. Akerman, David M. Lyth and Larry A. Mallak .........................................................................................................................80 APPLYING WELL-BEING ASSESSMENT FOR SERVICE DESIGN Margeret Halla, Steven O. Kimbroughb and Christof Weinhardta .........................................................................................................89 BUSINESS MODEL INNOVATION FOR TRANSFORMATIVE SERVICES Ulrike Messmer, Lars Schöbitz, Heiko Gebauer, Tove Larsen, Christoph Lüthi, Linda Strande ...........................................................93 CAUSE AND EFFECT: A REVIEW OF THREE DECADES OF EXPERIMENTAL RESEARCH IN SERVICES Shashi Mattaa, Jens Hogreveb and Carsten Reigberb ..........................................................................................................................95 CHINESE-AMERICAN CONSUMERS: HOW DOES ACCULTURATION AFFECT THEIR RESPONSES TO SERVICE FAILURE SITUATIONS? Karin Weber a, Cathy Hsu a and Beverley Sparks b .............................................................................................................................98 CO-CREATION OF VALUE IN SERVICE NETWORKS: A BUSINESS-TO-BUSINESS PROFESSIONAL SERVICE PERSPECTIVE Ilma Nur Chowdhurya, Thorsten Gruberb and Judy Zolkiewskia ........................................................................................................102 COMMUNITIES AS RESOURCE-INTEGRATING ACTORS Mikael Gidhagen, Jimmie G. Röndell and David Sörhammar ............................................................................................................105 COMPLEXITY OF INTERNAL SERVICES AND INTERNAL SERVICE QUALITY Karsten Hadwich, Corina Keller..........................................................................................................................................................107 CONCIERGE OPTION FOR A SERVICE OFFERING : DESIGN, ANALYSIS, IMPACT, AND ADOPTION Srinagesh Gavirnenia and Vidyadhar Kulkarnib .................................................................................................................................117 CONSUMER ENGAGEMENT IN ONLINE COMMUNITIES Kristina Heinonen ...............................................................................................................................................................................119 CONSUMER NARRATIVES OF GOOD SERVICE EXPERIENCES: FRACTURES IN SCRIPT AND IMPROVISED ROLES Minna Autioa, Eliisa Kylkilahtia and Jaakko Autiob .............................................................................................................................129 CRITICAL FAILURES IN COMPLEX SERVICES: THE OPERATIONS MANAGEMENT CHALLENGES Jean Harveya, Marie-Pierre Spoonera and Claude Royb ...................................................................................................................132 CULTURAL COMPETENCY OR STEREOTYPIFICATION? INVESTIGATING INTERACTIONAL CULTURAL- COMPETENT PRACTICES IN INTERCULTURAL SERVICE-ENCOUNTERS Stefano A. Losa, Peter Varga .............................................................................................................................................................142 CUSTOMER INVOLVEMENT, APPROPRIABLE MECHANISM AND INNOVATION PERFORMANCE; EMPIRICAL ANALYSIS FROM TAIWANESE SERVICE FIRMS Min-Nan Chena and Yuan-Chieh Changa ..........................................................................................................................................145 CUSTOMER-SUPPORT SERVICE FROM A RELATIONSHIP PERSPECTIVE - BEST PRACTICE FOR TELECOM Inger Roosa and Martin Löfgrena .......................................................................................................................................................160
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