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  • 1.
    Garavan, Thomas N
    et al.
    Department of Personnel and Employment Relations, Kemmy Business School, University of Limerick, Ireland.
    Wilson, John P
    Institute of Work Psychology, University of Sheffield, Sheffield, UK.
    Cross, Christine
    Department of Personnel and Employment Relations, Kemmy Business School, University of Limerick, Ireland.
    Carbery, Ronan
    Department of Personnel and Employment Relations, Kemmy Business School, University of Limerick, Ireland.
    Sieben, Inga
    Research Centre for Education and the Labour Market (ROA), Maastricht University, Maastricht, The Netherlands.
    de Grip, Andreas
    Research Centre for Education and the Labour Market (ROA), Maastricht University, Maastricht, The Netherlands.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Gubbins, Claire
    Department of Management and Marketing, University College Cork, Cork, Ireland.
    Shanahan, Valerie
    Department of Personnel and Employment Relations, Kemmy Business School, University of Limerick, Ireland.
    Hogan, Carole
    Carole Hogan Associates, Killarney, Ireland.
    McCracken, Martin
    School of Business Organisation and Management, University of Ulster, Jordanstown, UK.
    Heaton, Norma
    School of Business Organisation and Management, University of Ulster, Jordanstown, UK.
    Mapping the context and practice of training, development and HRD in European call centers2008In: Journal of European Industrial Training, ISSN 0309-0590, E-ISSN 1758-7425, Vol. 32, no 8/9, p. 611-732Article in journal (Refereed)
    Abstract [en]

    AbstractPurpose – Utilising data from 18 in-depth case studies, this study seeks to explore training,development and human resource development (HRD) practices in European call centres. It aims toargue that the complexity and diversity of training, development and HRD practices is bestunderstood by studying the multilayered contexts within which call centres operate. Call centresoperate as open systems and training, development and HRD practices are influenced byenvironmental, strategic, organisational and temporal conditions.Design/methodology/approach – The study utilised a range of research methods, includingin-depth interviews with multiple stakeholders, documentary analysis and observation. The studywas conducted over a two-year period.Findings – The results indicate that normative models of HRD are not particularly valuable and thattraining, development and HRD in call centres is emergent and highly complex.Originality/value – This study represents one of the first studies to investigate training anddevelopment and HRD practices and systems in European call centres.

  • 2. Halldén, Tomas
    et al.
    Öhrling, Staffan
    Strandberg, Christer
    Andelsboende i Sverige.1983Book (Other academic)
  • 3.
    Johansson, Jonas
    et al.
    Mid Sweden University, Faculty of Science, Technology and Media, Department of Information Systems and Technology. SCA Timber AB.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
    Olsson, Leif
    Mid Sweden University, Faculty of Science, Technology and Media, Department of Information Systems and Technology.
    Swedish consumers’ of durable wood materials – value, knowledge and satisfactionArticle in journal (Refereed)
  • 4.
    Nourallah, Mustafa
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
    Öhman, Peter
    Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
    Mobile bank application: An empirical study of young bank customers2018Conference paper (Other academic)
  • 5.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Arbetssituationen hos kundtjänstpersonal - en studie av tre kundtjänster inom telecom-området2003Report (Other academic)
  • 6.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Benchmarkingprojektet - Utveckling av en analysmodell med tillhörande mätinstrument tillämpad på telefon kundtjänst2005Report (Other academic)
  • 7.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Benchmarkingprojektet. Samtalskvantitet/kostnader och avslutsfrekvens.2005Report (Other academic)
  • 8.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Contact Center i dag och i morgon. En studie av 34 Contact Centers i Jämtlands och Västernorrlands län2003Report (Other academic)
  • 9.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    CRM - revolution av företagens marknadsföring?: Sundsvall 42 ADB i verksamhetens tjänst 16-18 oktober, 20012001Conference paper (Other academic)
  • 10.
    Strandberg, Christer
    Högskolan i Sundsvall / Härnösand.
    En hushållsekonomisk analys av en butiksnedläggelse1982Report (Other academic)
  • 11.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Från soptunna till recycling2002In: Callcenter Fokus, ISSN 1650-7134, no 7Article in journal (Other academic)
  • 12.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
    Förväntad och levererad servicekvalitet i en telefonbank2013Report (Other academic)
  • 13.
    Strandberg, Christer
    Högskolan i Sundsvall / Härnösand.
    Glesbygdsbutiker: En studie av tillkomst, köptrohet och socialt samspel1984Doctoral thesis, monograph (Other scientific)
  • 14.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Hur små och medelstora företag arbetar med kundrelationer: En studie av sju företag i Västernorrlands länd2008In: Handel & Ekonomi, ISSN 0345-4487, no 4, p. 27-28Article in journal (Other (popular science, discussion, etc.))
  • 15.
    Strandberg, Christer
    Högskolan i Sundsvall / Härnösand.
    Hushållens inköpsplanering och intresse för utvidgad hemsändningsverksamhet1985Report (Other academic)
  • 16.
    Strandberg, Christer
    Högskolan i Sundsvall / Härnösand.
    Inköpsvanor och inställning till den lokala servicestrukturen bland glesbygds- och tätortshushåll1978Report (Other academic)
  • 17.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Integrera kundtjänsten med företagets CRM-system: Sundsvall 42 ADB i verksamhetens tjänst 15-17 oktober 20022002Conference paper (Other scientific)
  • 18.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Kundens roll i företagens kanalstrategi2005Conference paper (Other academic)
  • 19. Strandberg, Christer
    Låt inte konsulten ta över ratten1988In: Norra Sveriges Affärer & Företag, ISSN 0283-0779, no 2Article in journal (Other (popular science, discussion, etc.))
  • 20.
    Strandberg, Christer
    Högskolan i Sundsvall / Härnösand.
    Närbutiken: Ett viktigt företag i glesbygden1983In: Små företag i brännpunkten: En bok om företagande, industripolitik och kunskapsutveckling, Malmö: Liber , 1983Chapter in book (Other (popular science, discussion, etc.))
  • 21.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Nöjd kund - lojal kund - lönsam kund?: Sundsvall422004Conference paper (Other academic)
  • 22.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    The bouncing board, a way to encourage leaders of small firm to take new steps : EAIE Conference International education: interactions with the wider community, Stockholm, mars 19991999Conference paper (Other scientific)
  • 23.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Trender inom kundsupport: Sundsvall 42 ADB i verksamhetens tjänst 14-16 oktober 20032003Conference paper (Other scientific)
  • 24.
    Strandberg, Christer
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Dalin, Rolf
    Mid Sweden University, Faculty of Science, Technology and Media, Department of Information Technology and Media.
    The role of strategic context, operational requirements, and work design in in-house call centres in the financial sector2010In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 20, no 6, p. 544-564Article in journal (Refereed)
    Abstract [en]

    Purpose – The purpose of this paper is to explore and describe associations between the strategic (market/industry) context, the operational requirements, and the work design of in-house, inbound call centres in the financial sector.

    Design/methodology/approach – This cross-sectional study uses data from a survey conducted between February 2002 and September 2005 as part of the Global Call Centre Industry Project, which included call centres from 17 countries. The present analysis is based on a sub-sample of 375 call centres from that survey.

    Findings – Managers of in-house, inbound call centres in the financial-services sector claim that they adopt a relationship-oriented approach to the work of their call centres; however, the present study demonstrates that they fail to design their employees' work appropriately to meet this requirement. This is especially the case for call centres in the insurance sector.

    Research limitations/implications – The original data collection was undertaken in a much broader context than this delineated study. There is a need to develop the concepts of relationship building and work design in the context of call centres. There is also a need to explore the perspective of employees with regard to operational requirements and work design and the customer's perception of service quality.

    Practical implications – If managers of call centres in the financial-services sector really wish to encourage relationship building between employees and customers, they need to reconsider the current work design of their call centres.

    Originality/value – The paper enhances knowledge of how operational requirements are linked to work design in call centres.

  • 25.
    Strandberg, Christer
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Sandberg, Åke
    Call Centres in Sweden: A description of orientation, human resource practices and performance in internal and external call centres /2007Report (Other scientific)
  • 26.
    Strandberg, Christer
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Sandberg, Åke
    Norman, Kent
    Call Centers i Sverige: En beskrivning av verksamhetsinriktning, HRM och preationer2006Report (Other scientific)
    Abstract [sv]

    Call centers är en verksamhet som vanligtvis definieras som en organisation vars huvudsakliga syfte är att arbeta med kunder på distans, som stöds av informationsteknologi, och i huvudsak datatelekommunikationer. Den svenska call center sektorn sysselsätter uppskattningsvis 2,5 procent av den svenska arbetskraften. Uppskattningsvis 80 procent av call centers är så kallade inhouse-verksamheter, det vill säga en avdelning eller en enhet ingående i en organisation med annan huvudsaklig verksamhet, medan övriga call centers tillhör kategorin outsourcing, vilka för andras räkning åtar sig kundrelaterade frågor. Inhouse-verksamheter skiljer sig i flera avseenden från outsourcing-verksamheter. En genomgående linje är att outsourcing-företagen är mera prestationsinriktade än inhouse-företagen. Vi har bland annat kunnat konstatera att outsourcing-företagen har kortare samtalstider och lägre löner. Vidare arbetar outsourcing-företagen i högre grad med prestationsbedömningar, prestationsmätningar och medlyssning för att förbättra medarbetarnas prestationer. Å andra sidan har outsourcing-företagen en högre personalomsättning, samtidigt som deras kostnader för att rekrytera, testa och utbilda en ny medarbetare är lägre Inhouse-företagen satsar mera på personalen genom att ge dem större utrymme och befogenheter samt en högre grad av delaktighet vid utformning av arbetsuppgifter. Vidare satsar inhouse-företagen mera på utbildning för sin personal, både vid introduktion av sina medarbetare och som kontinuerlig utbildning. Vidare är medarbetarna i inhouse-företagen mera problemlösande, medan medarbetarna i outsourcing-företagen är mera säljinriktade.

  • 27. Strandberg, Christer
    et al.
    Strandberg, M
    Problem och möjligheter vid hantering av förpackningar bland fysiskt svaga personer1987Report (Other academic)
  • 28.
    Strandberg, Christer
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Tegeback, H
    Benchmarkingprojektet - Kundupplevelser av telefon kundtjänst2005Report (Other academic)
  • 29.
    Strandberg, Christer
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Trotter, M
    Trends and development in CRM and Contact Centres: Scandinavian Call Center Conference 2003, Stockholm2003Conference paper (Other scientific)
  • 30.
    Strandberg, Christer
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Wahlberg, Olof
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    All call centres are not " electronic sweatshops" !: On leadership and psychosocial work conditions in Swedish in-house call centres2007In: The Journal of E-working, ISSN 1872-3284, Vol. 1, no 2, p. 116-136Article in journal (Refereed)
    Abstract [en]

    Call centres have received increased attention during the past decades. The growth of this sector in the economy has led to research on its work conditions. Call centres are often described as �sweatshops� with inferior psychosocial work conditions in this research. There are different kinds of call centres, however. This study focuses on the psychosocial work conditions in Swedish in-house call centres compared with the same conditions in Nordic (Swedish, Norwegian, Danish and Finnish) organisations in general. The QPS Nordic questionnaire is used for the comparison. It is found that Swedish in-house call centre employees perceive work to be more controlled than employees in Nordic organisations in general do. At the same time the work load in in-house call centres is not perceived to be very high. The call centre leadership style appears to be different from leadership in general in Nordic organisations. Superiors are perceived to be quite supportive, people-oriented and empowering. Co-workers are also perceived to be supportive. In addition, work is not perceived to be as central in life by call centre employees as it is perceived by employees in Nordic organisations in general.

  • 31.
    Strandberg, Christer
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Wahlberg, Olof
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Are all centres 'electronic sweatshops'? On leadership and psychological work conditions in in-house call centres.2007In: Proceedings of the 12th International Workshop on Telework, 2007Conference paper (Other scientific)
    Abstract [en]

    Call centres have received increased attention during the past decades. Both because the call centre sector is a fast growing sector in the economy and because of the work conditions offered: call centres are described as �sweatshops�, with inferior psychosocial work conditions. There are different kinds of call centres. In this study the psychosocial work conditions in in-house call centres are compared with the same conditions in Nordic organisations in general. The QPS Nordic questionnaire is used for the comparison. It is found that the in-house call centre employees perceive work to be more controlled than employees in Nordic organisations in general do, but the work load is perceived to be very high. The call centre leadership style appears to be different from leadership in general in Nordic organisations. Superiors are perceived to be quite supportive, people-oriented and empowering. The fellow workers are also perceived to be supportive. In addition to this, work is not perceived to be as central in life by call centre employees as by employees in Nordic organisations in general.

  • 32.
    Strandberg, Christer
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
    Wahlberg, Olof
    Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
    Öhman, Peter
    Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
    Bankkunders engagemang och framtida lojalitet2015Report (Other (popular science, discussion, etc.))
  • 33.
    Strandberg, Christer
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Wahlberg, Olof
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Öhman, Peter
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Bankkunders upplevelser av servicekvalitet2012Report (Other academic)
  • 34.
    Strandberg, Christer
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Wahlberg, Olof
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Öhman, Peter
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Challenges in serving the mass affluent segment: bank customer perceptions of service quality2012In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 22, no 4, p. 359-385Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this paper is to explore the possible usefulness of a combined multi-attribute and Kano model in analysing how service quality is perceived by mass affluent bank customers. More precisely, to identify quality dimensions, attributes, and items in terms of taken-for-granteds, proportionals, delighters, and neutrals. Design/methodology/approach - Using a survey, the authors measured how mass affluent customers in one region in a major Swedish bank perceived service quality. Responses were analysed with reference to both multi-attribute service quality and Kano models. Findings - The combined model seems to provide some guidance regarding how service quality is perceived by bank customers in the mass affluent segment. The significant number of neutral items reveals potentially wasted resources. The finding of only one delighter item reveals that mass affluent customers are difficult to please. However, substantial heterogeneity exists in customer perceptions of the service quality items investigated. Research limitations/implications - This exploratory study examines only one bank in one region in one country, implying a need for additional research applying this combined model and other methods to investigate private banking in the mass affluent segment. Practical implications - The significant number of neutrals implies that banks might be more efficient if they avoided spending resources on such items. The conspicuous spread in conceptions of service quality items suggests that bank managers and personal bankers may benefit from co-creating services with mass affluent customers. Social implications - Banks are intermediates on financial markets. Improved and customized service quality could make mass affluent customers inclined to invest their resources in ways that promote economic growth. Originality/value - In addition to traditional measurement models, the Kano model may contribute to service quality assessment in private banking.

  • 35.
    Strandberg, Christer
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
    Wahlberg, Olof
    Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
    Öhman, Peter
    Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
    Effects of commitment on intentional loyalty at the person-to-person and person-to-firm levels2015In: Journal of Financial Services Marketing, ISSN 1363-0539, E-ISSN 1479-1846, Vol. 20, no 3, p. 191-207Article in journal (Refereed)
    Abstract [en]

    This study explores how customers' affective commitment and calculative commitment to the personal adviser and bank, respectively, affect their intentional loyalty to the personal adviser and bank. Data were collected using a web survey of mass affluent customers of a major Swedish bank. Responses were measured and analysed using factor, correlation, and regression analyses. The results reveal that the person-to-person and person-to-firm loyalty categories are influenced by affective and calculative commitment to the personal advisor and by affective commitment to the bank, but not by calculative commitment to the bank. Moreover, there is a strong relationship between customer loyalty to the personal adviser and to the bank. It can be concluded that affective commitment has a stronger overall impact on customer loyalty than does calculative commitment, indicating the importance of creating affective ties with customers, and that personal advisers are central to bank-customer relationships. The importance of financial issues to mass affluent customers implies that both affective commitment and calculative commitment to the personal adviser are important in building customer loyalty to a bank or brand. © 2015 Macmillan Publishers Ltd.

  • 36.
    Strandberg, Christer
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Westman, T
    Företagsklimat, drivkrafter och tillväxtstrategier: En studie bland småföretagarna i Sundsvalls kommun1997Report (Other academic)
  • 37.
    Strandberg, Christer
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Westman, T
    Inköpssituationer, en studie av inköp ur ett lokalt perspektiv bland småföretagare i Västernorrland1997Report (Other scientific)
  • 38.
    Wahlberg, Olof
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Sandberg, Karl W
    Mid Sweden University, Faculty of Science, Technology and Media, Department of Information Technology and Media.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Anderson, Karen
    Mid Sweden University, Faculty of Science, Technology and Media, Department of Information Technology and Media.
    Sirkemaa, Seppo
    Borglund, Erik
    Mid Sweden University, Faculty of Science, Technology and Media, Department of Information Technology and Media.
    How a medium sized small enterprise uses ICT based marketing tools in its customer relationship management2009In: The 3rd European Conference on Information Management and Evaluation, ECIME, 2009Conference paper (Refereed)
  • 39.
    Wahlberg, Olof
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    SME marketing and the adoption of the CRM approach: On the relevance of the CRM approach for SME marketing and propositions about barriers to the adoption of the2008In: 5th International conference om small and medium sized enterprises: Marketing, Athens: Athens Institute for Education and Research (ATINER), 2008Conference paper (Other academic)
  • 40.
    Wahlberg, Olof
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Sandberg, Karl W
    Mid Sweden University, Faculty of Science, Technology and Media, Department of Information Technology and Media.
    Anderson, Karen
    Mid Sweden University, Faculty of Science, Technology and Media, Department of Information Technology and Media.
    Borglund, Erik A.M
    Mid Sweden University, Faculty of Science, Technology and Media, Department of Information Technology and Media.
    Sirkemaa, Seppo
    Turku University.
    How a Medium Sized Enterprise Applies the CRM Approach in its Marketing2009In: Proceedings of the 3rd European Conference on Information Management and Evaluation, Academic Conferences Limited, 2009, p. 448-459Conference paper (Refereed)
    Abstract [en]

    The purpose is to describe how a medium sized enterprise with an international scope, positive economic development, and relatively high ICT maturity applies the CRM approach in its marketing. Medium sized enterprises with these features are assumed to be role models for smaller enterprises, and in particular for smaller enterprises with growth ambitions. This case study is based on structured interviews conducted with the CEO and the manager responsible for IT and IS development in the enterprise. The findings show that the enterprise endorses a customer-oriented business strategy, supported by fairly simple information gathering and analysing methods; that the dependency on agents and dealers is a problem in an CRM perspective; and that the development of the Web offers new possibilities for CRM practices and policies.

  • 41.
    Wahlberg, Olof
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Sundberg, Håkan
    Mid Sweden University, Faculty of Science, Technology and Media, Department of Information Technology and Media.
    Sandberg, Karl W
    Mid Sweden University, Faculty of Science, Technology and Media, Department of Information Technology and Media.
    Trends, Topics and Under-Researched Areas in CRM Research: A Literature Review2009In: International Journal of Public Information Systems, ISSN 1653-4360, Vol. 3, p. 191-208Article in journal (Refereed)
    Abstract [en]

    Purpose – The main purpose of this paper is to add to the image of CRM research by identifying trends and topics, using the perspective of CRM when it is divided into the four separate branches, namely those of Strategic CRM, Analytical CRM, Operational CRM and Collaborative CRM. In addition to this, the purpose is to identify under-researched areas in the body of CRM research in which there are research questions requiring to be addressed by means of further research.Design/methodology/approach – A review is made of articles in three major journals.Findings – The development of the number of CRM articles published in the journals signals a maturity within the CRM research field. Articles on Strategic and Analytical CRM dominate the research in this field. The focus has changed from Analytical to Strategic CRM, which is the most popular branch by the end of the period reviewed. There is a paucity of research with a resource based view in Strategic CRM. There is a large scale bias in CRM research.Research implications - Three implications for future research on CRM are noted: 1. There is need for more research within the area of Operational CRM and Collaborative CRM. 2. There is a need for research with a resource based view on CRM. 3. There is a need for more research on CRM in SMEs, using a frame of reference that accounts for SME features. Originality/value – The paper presents an image of the development of the CRM research field using an image of CRM that is well established, yet which has not been used in earlier literature reviews. It also points to the development of the CRM research field during the past two decades, including an increased focus on Strategic CRM. Furthermore, it points to voids in CRM research that call for further studies. Paper type – Literature review.

  • 42.
    Wahlberg, Olof
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    Sundberg, Håkan
    Mid Sweden University, Faculty of Science, Technology and Media, Department of Information Technology and Media.
    Sandberg, K
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
    CRM and SMEs - An Embryotic Research Field of Increasing Relevance: The European Conference on Information Management and Evaluation2007In: PROCEEDINGS OF THE EUROPEAN CONFERENCE ON INFORMATION MANAGEMENT AND EVALUATION, Academic Conferences Limited, 2007, p. 385-392Conference paper (Refereed)
    Abstract [en]

    Customer Relationship Management (CRM) is gaining increased attention in marketing thought. The purpose of this paper is to map the state of art of CRM research that focus on conditions in SMEs. A literature review is carried out with this purpose. It is found that CRM in SMEs is an embryotic research field, but it is also foreseen that it is a research field of increasing relevance, and that the application of the CRM concept in SMEs must take the particular features of SMEs in account. A number of such SME features are remarked upon in the CRM literature, and even though the articles reviewed are not addressing what is considered �proper� CRM, it is concluded that they are features that are of importance also to the application of CRM policies and practices in SMEs.

  • 43.
    Wahlberg, Olof
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
    Öhman, Peter
    Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
    How personal advisors make a difference in serving “almost rich” bank customers2016In: International Journal of Bank Marketing, ISSN 0265-2323, E-ISSN 1758-5937, Vol. 34, no 6, p. 904-923Article in journal (Refereed)
    Abstract [en]

    Purpose

    The purpose of this paper is to explore mass affluent customer perceptions of the service quality delivered by personal advisors and banks, and the contributions of personal advisors and banks to customer satisfaction; and also to analyse the strength of the relationship between customer satisfaction with personal advisors and banks.

    Design/methodology/approach

    A survey composed of items designed to mirror service quality practices used in the mass affluent segment was administered to customers of a major Swedish bank. Statistical analyses of the responses were performed.

    Findings

    Four service quality dimensions are identified as salient to customer satisfaction: interpersonal behaviour, knowledge, service portfolio, and trust. The relative importance of these dimensions depends on whether customer satisfaction with the personal advisor or the bank is focused. Moreover, the analysis indicates a double “rubbing off” effect where customer satisfaction with the personal advisor influences customer satisfaction with the bank and vice versa.

    Originality/value

    The unexplored separation of service quality provided by the bank and the personal advisor is central to perceived service quality. The study focuses on customer satisfaction in the mass affluent segment, which is an unexplored context different from retail banking.

  • 44.
    Wahlberg, Olof
    et al.
    Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
    Öhman, Peter
    Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
    Strandberg, Christer
    Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
    Kunders tillfredsställelse med personliga rådgivare och banken2016Report (Other academic)
    Abstract [sv]

    Bankerna satsar allt mer på personliga rådgivare. I denna studie har Olof Wahlberg, Peter Öhman och Christer Strandberg vid CER studerat vilka kvalitetsdimensioner som är av betydelse för att kunderna ska vara nöjda med sina personliga rådgivare och om det är samma kvalitets-dimensioner som skapar kundnöjdhet gentemot banken. Resultaten visar att kunskap och mellanmänskligt beteende i första hand är relaterat till kundtillfredsställelsen med personliga rådgivare, medan förtroende och serviceportföljen är relaterat till tillfredsställelsen med banken ifråga. Forskningsresultaten har tidigare publicerats i den internationella tidskriftsartikeln “How personal advisors make a difference in serving ’ almost rich’ bank customers” (Wahlberg, Öhman och Strandberg, 2016).

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