Service innovation is an area that many firms, organizations and society are struggling with. Service as a phenomenon is what most of us is occupied with; both as employees and how we spend our money. I have spent a lot of time trying to make sense of what it really is.
The first thing that is striking with service innovations is that some are easy to copy while others are difficult to copy and latter types work well as differentiators for firms.
2018-11-21
As of July 2018, Swedish universities have limited access to journals from Elsevier, one of the world’s largest scientific publishers. However, employees at Karlstad University can still access new articles through the interlibrary lending service, ”Get it now”.
Magazines published by Elsevier between January 1, 1995 and June 30, 2018 are still available through the usual channels.
2021-11-29
Jan Ch Karlsson is a former Professor of Sociology at Karlstad Business School. Although he is now retired, his interest for working life issues is as strong as ever.
- Now more than ever, research needs to point out what the situation actually is for employees today, says Jan Ch Karlsson.
Gardening is not Jan Ch Karlsson’s cup of tea.
2020-02-18
How do frontline employees in retail react to and handle situations where the customer ignores them and instead looks at their mobile phone?
2018-10-30
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.
2023-10-09
The courses are part of ISE Graduate Professional Development Programme and the idea behind the courses is to help companies and employees gain more knowledge about how to develop more sustainable services that create value for customers. The initiative is led by the Service Research Center (CTF) at Karlstad University.
2018-04-11
Isn’t it obvious that women spend more money than men in the presence of a physically fit male employee? Isn’t it obvious that viewing an opposite-sex individual with an attractive face makes people more motivated to choose healthy rather than unhealthy foods? And, isn’t it obvious that restricting product touch in a store decreases rather than increases consumer spending? After all, these are all beliefs held by consumers and even marketing professors.
2019-09-17
What are the reasons for managers to engage in servitization, and how do they justify their efforts within their organisations? To answer this question, we studied six different firms of various sizes, from 10 to 4000 employees. The firms were from different types of industries, although they were all manufacturing companies with a strong belief in services.
2016-11-16
Markus Fellesson, Associate Professor at CTF, Karlstad University, and Nicklas Salomonson, Associate Professor at University of Borås have received great attention and praise for their research on difficult customers.
During the last year, the researchers have been analyzing survey responses from commercial employees.
2017-12-13
Marit Engen is our second new postdoctoral researcher that have joined CTF this year.
Marit Engen completed her PhD in 2016 at Inland Norway University of Applied Sciences, Lillehammer. Her research interest lies in the area of service innovation, and her doctoral thesis, "Frontline employees as participants in service innovation processes – Innovation by Weaving", focused on service innovation processes, and in particular the involvement of frontline employees.
2013-09-03
In August Ph D Nancy Sirianni, Assistant Professor of Marketing at Northeastern University, USA, visited CTF. The purpose of her visit was to work on a project within the research profile SISB together with Tetra Pak.
Anders Gustafsson, Bo Femtvik, Lars Witell and Nancy SirianniDuring her visit, Nancy Sirianni worked with researchers Lars Witell and Anders Gustafsson, CTF, and Bo Femtvik, Tetra Pak, on a project that involve the employee’s role in service innovation.
2015-02-24
Ph. D student in Business Administration, how are your doctoral studies coming along?
- It is going well, thank you! My main focus is primarily on employee involvement in service innovation, but
from April last year I have also participated in the project “User-Oriented Innovation in primary care through innovation teams”. The aim of the project is to improve patients’ well-being as well as raise the level of innovation and reduce costs in primary care.
2015-02-26
Victoria is the contact person for the program it design and IT, project management and business systems.
In the future, probably also for Web and multimedia (Victoria can lobby of cases to Kristina Fransson on Communications Department).
2018-03-06
By focusing on prevention and methods for intervention, researchers Anna Fyrberg Yngfalk and Markus Felleson at CTF, Service Research Center at Karlstad University, hope to contribute with new knowledge.
The two researchers have received funds from the Nordic Council of Ministers through NIKK, Nordic Information on Gender, in order to analyse how Nordic ideals related to management and organisation affect the work environment for people working in the service sector and i
2013-01-15
New dictionaries online!
The university library have subscribes to several dictionaries from Norstedts through Wordfinder online.
The dictionaries are available on the university or by logging in with your NetID. If you creatre a personal account using your @kau email address you can also download an app to your cellphone.
Students and employees may search bilingual dictionaries from Norstedts, in English, Swedish, Italian, Spanish, French, Finnish and German.
2022-09-09
Jörg Pareigis has been awarded the prestigeous "Emerald Literati Award 2022" for the article ”Office types and worker´s cognitive vs affective evaluations from a noise perspective” published in the Journal of Managerial Psychology.
The article, written by researchers Tobias Otterbring, University of Agder, Christina Bodin Danielsson, KTH, and Jörg Pareigis, examines the links between office types and employees' subjective well-being regarding cognitive and affective evalu
2023-04-18
A professor at the university has been dismissed due to personal reasons. The background is that the person violated their obligations according to the employment contract by, among other things, refusing to perform certain tasks and being absent from work without approval from their immediate supervisor. By redistributing work tasks, students have not been affected.
It is very unusual that the Staff Disciplinary Committee has to make this type of decision.
2023-09-14
The situation surrounding the course Intercultural studies: race and whiteness in Sweden, which has attracted a lot of media attention, has led to a report being filed with the Disciplinary Board of Karlstad University.
The report was entered in the registry on Thursday and will be processed promptly.
2019-12-13
The effects of digitalisation result in continuous organisational changes. These changes affect the physical, psychosocial, and organisational work environment.
2016-12-13
In a new doctoral thesis from CTF, Pernille K Andersson is investigating how the servicescape is changed by the influence of music, self-disclosure, and eye gaze on service encounter experience and approach avoidance behavior.
- Our feelings and behavior are continuously affected by our surroundings. Stores have servicescapes which have a big influence on customer’s experiences and purchase decisions, says Pernille K Andersson.
2014-07-02
What happens when manufacturing companies, who previously focused on products only, begin to focus on services? What challenges are they put up against and how can they face them? This is what Nina Löfbergs thesis is about.
Globalization and increased competition from low-cost countries has pushed many Swedish manufacturing companies firms to focus on services rather than only products.
2014-09-05
On June 26th - 29th researchers from CTF, together with more than 200 service researchers and business leaders from around the world, gathered in Miami, Florida, to discuss and present the latest trends and research results in the customer service and customer experience at the annual Frontiers in Service Conference.
In today’s society there is a large amount of data available that businesses and organizations can use to, for example, develop new services.
2013-10-21
"Making a Difference" was the theme of the Association for Consumer Research North American Conference that was held October 3-6 in Chicago, USA. The conference had about 1500 participants, including several world-leading researcher in consumer behavior. CTF was represented by researchers Anders Gustafsson and Tobias Otterbring.
Professor Anders Gustafsson and PhD Student Tobias Otterbring presented two studies.
2017-05-22
Jörg Lenhard, a postdoctoral research fellow in computer science, participated in the lecture series “Möt en forksare”. He talked about one of the meeting points between the fields of software engineering and biology: software evolution.
During his lecture Jörg Lenhard described how and why software engineering researchers apply the term evolution and related biological concepts and what researchers hope to gain this way.