News

  • 2018-11-26

    CTF blog: The SAGE Handbook of Service-Dominant Logic

    As a service researcher or a marketing scholar, you have most likely heard of Service-Dominant (S-D) Logic. However, do you really know what this potentially paradigm changing mindset is all about? Read the latest CTF blog by PhD Kaisa Koskela-Huotari.

    In 2004, Steve Vargo and Bob Lusch published an article in the Journal of Marketing entitled ‘Evolving to a new Dominant Logic for Marketing’. The basic argument of the article was that the conventional marketing theory was preoccupied with an underlying logic that centered on the distribution of goods and viewed firms as the sole engines of value creation.

  • 2018-11-05

    New doctoral dissertation on working citizens and customer oriented bureaucracies

    Health insurance is one of the foundations of Swedish welfare, and a security for citizens that are unable to work due sick leave. Today, citizens on sick leave have to work and be active in their contact with administrative officers at the Social Insurance Agency, in what is named bureaucratic co-creation, to get their case processed and to receive health insurance benefits. These are the findings in Johan Kaluza’s doctoral dissertation “The workload of citizens on sick leave: Working citizens encounter a customer-oriented bureaucracy”.

    The dissertation is based on a study of Sweden’s Social Insurance Agency. Theoretically, it takes its departure in the literature on working consumers and customer-oriented bureaucracies. The following paradox constitutes the basis of this dissertation: in order to qualify for health insurance, the citizen’s ability to work must be limited while it is presupposes that his/her can work within the system, in order to gain access to it.

  • 2018-10-30

    Digital method to improve the development of new healthcare services

    Can digital methods facilitate employees and patients to co-create new healthcare services? This is what researchers at CTF, Service Research Center at Karlstad University, will investigate in a new research project. Together with the County Council of Värmland and CGI, they will develop and test a digital method for patient involvement in healthcare. The two-year project is financed by Vinnova.

    In the new project, researchers at CTF will develop and test a digital method that will give patients and employees the opportunity to co-develop innovative ideas related to healthcare through a digital platform.

    "We will investigate the effects of using a digital platform instead of physical meetings when conducting innovative group work and compare how innovation groups in the physical and the digital space differ", says Jessica Westman, Post doctor in psychology at CTF.

  • 2018-10-29

    Andrey Abadzhiev, new PhD Student at CTF

    We welcome Andrey Abadzhiev, new PhD Student in Business Administration, at CTF.

    Andrey Abadzhiev joined CTF, Service Research Center at Karlstad University, in June 2018. He will conduct his PhD studies within the Vinnväxt Paper Province project, where he will study servitization and business models development with focus on small and medium-sized companies.

    Andrey Abadzhiev is orginally from Bulgaria and has a Master’s degree in Economy from Gothenburg University in Sweden. Prior to his PhD studies, Andrey worked ten years with business development at leading software companies.

  • 2018-10-29

    CTF arranged a two-day seminar on Service Dominant Logic

    In October, CTF, Service Research Center at Karlstad University, arranged a two day seminar on Service-Dominant Logic. The program was formed around Stephen L Vargo, one of the researchers behind the marketing theory, and one of the world’s top ranked researchers.

    - Our Service-Dominant Logic days were very successful. There were about 70 participants from different universities in Sweden, Norway, Finland, and some European countries, and one of the participants came all the way from Australia, says Per Kristensson, Professor and Director of CTF.

  • 2018-10-25

    “The customer is always right” - to what extent and at whose expense?

    How are power and gender reflected in the service encounter between customer and employee in service organisations, and what are the consequences on the work environment for the employee? This is what researchers at CTF, Service Research Center at Karlstad University, will study in a new research project that focuses on sexual harassment from customers.

    The new project seeks to generate more knowledge about the work environment in service organisations by focusing on sexual harassment from customers, which is both more extensive and frequent in the service context compared to other industries.

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