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  • 1.
    Boström, Jonas
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik. Region Västernorrland.
    Hillborg, Helene
    Region Västernorrland.
    Lilja, Johan
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Cultural dynamics and tensions when applying design thinking for improving health-care quality2021Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 13, nr 1, s. 16-28Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose

    The purpose of this paper is to contribute knowledge concerning the dynamics and potential cultural tensions that occur when applying user involvement and design thinking (DT) for improving quality in a health-care setting.

    Design/methodology/approach

    This paper is based on a case study following a quality improvement (QI) project in a medium-sized Swedish county council in the field of somatic care. The project involved eight health-care professionals, one designer, four patients and two relatives. A multiple data collection method over a period of ten months was used. It included individual interviews, e-mail correspondence and observations of workshops that covered the QI project.

    Findings

    The result shows tensions between QI work and the daily clinical work of the participants. These tensions primarily concern the conflict between fast and slow processes, the problem of moving between different fields of knowledge, being a resource for the individual clinic and the system and the participants’ expectations and assumptions about roles and responsibilities in a QI project. Furthermore, these findings could be interpreted as signs of a development culture in the health-care context.

    Practical implications

    There are several practical implications. Among others, the insights can inspire how to approach and contextualize the current concepts, roles and methods of DT and user involvement so that they can be more easily understood and integrated into the existing culture and way of working in the health-care sector.

    Originality/value

    This study provides a unique insight into a case, trying to uncover what actually is going on and perhaps, why certain things are not happening at all, when user involvement and design practices are applied for improving health-care quality.

  • 2.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Health-related quality management values: comparing manager and co-worker perceptions2019Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 11, nr 4, s. 588-603Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose – The purpose of this paper was to modify an existing survey that measures co-worker perceptions of health-related quality management (QM) values and perceived health and to measure both co-worker and manager perceptions of those values. The purpose was also to test the modified survey and then compare theresults from managers and co-workers from two organizations in which the survey has been used to measure baseline data in a lean research project and to help managers understand the areas where improvement isneeded. Design/methodology/approach – An earlier survey measuring co-worker perception of the dimensions of the health-related QM values “leadership commitment” and “participation of everybody” has been developed with corresponding statements for managers. The results of the survey were analyzed using SPSS(Statistical Package for the Social Sciences), the Cronbach’s alpha coefficient was calculated for each of thedimensions, and the correlations between the dimensions and the health index were investigated using the Pearson correlation. The mean and standard deviation were also calculated. Findings – The modified survey is presented in the paper, and the results demonstrate that the managers’ perception of the presence of health-related QM values is higher than that of the co-workers. Seeing the leadership from the co-workers’ standpoint compared with the managers’ perspective provides novel insight for both the researcher and the managers. Originality/value – Leaders in organizations must develop greater efficiency to improve operational performance and develop healthy work environments. Practicing QM can benefit performance and is central for inspiring quality and efficiency within organizations, as well as for enhancing co-worker well-being. Earlier research found relationships between co-workers’ perception of their health and the health-related QMvalues “leadership commitment” and “participation of everybody.” With the survey presented in this paper, it is possible to measure these health-related QM values and provide a comparison between manager and coworker perceptions.

    Fulltekst (pdf)
    fulltext
  • 3.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik och hållbar utveckling.
    Eriksson, Lina
    Mittuniversitetet, Fakulteten för humanvetenskap, Institutionen för samhällsvetenskap.
    Lagrosen, Yvonne
    A health-related quality management approach to evaluating health promotion activities2012Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 4, nr 1, s. 76-85Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Abstract

    Purpose

    – The purpose of this paper is to describe health promotion activities accomplished within a

    project and to measure the conditions for sustainable health within the case organizations. Also, the

    purpose is to test a previously developed measurement approach, which measures health-related

    quality management.

    Design/methodology/approach

    – A health promotion project currently being carried out at eight

    Swedish elementary schools has been studied. In earlier research a measurement approach was

    developed to measure health-related quality management. The approach was handed out to the

    co-workers at the eight different schools in the initial stage of the project. The leaders at the schools

    were informed of the results of their own school and the mean value of all the eight schools. The

    consistency and reliability of the statements within the approach was tested.

    Findings

    – A description of health promotion activities accomplished and planned within the project

    can be found. The results from the measurement of the health-related quality management in the eight

    schools are presented, together with the mean score of all schools. The test of the measurement

    approach is presented and discussed.

    Originality/value

    – A description of health promotion activities can help managers and project

    leaders to plan and carry out valuable health promotion activities in their striving for both sustainable

    health among the co-workers and efficient organizations. This measurement approach can help

    managers and project leaders to measure the effects of the health promotion activities.

    Fulltekst (pdf)
    fulltext
  • 4.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Johansson, Catrin
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för medie- och kommunikationsvetenskap.
    How Communicative Leadership influences co-workers’ health: A Quality Management perspective2016Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 8, nr 2, s. 143-158Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose - The purpose of this paper is to describe leaders’ views on how Communicative Leadership influences co-worker health by comparing their opinions with the health-related values within Quality Management.

    Design/methodology/approach - A multinational manufacturing organization that has been working with Communicative Leadership for several years was investigated. 21 managers trained in Communicative Leadership were interviewed and asked about their views on how their communication influences both the well-being of their co-workers and the working environment. Various communication behaviors and communication methodologies emerged from the interviews and were then analyzed versus the health-related Quality Management dimensions.

    Findings - The result shows concrete communication behavior and methodologies that influence co-worker well-being and the working environment positively and negatively. Another result is a description of the prerequisites for managers to be able to communicate in a way that influences co-worker well-being and the working environment. The analysis of the communication behaviors and communication methodologies versus the health-related Quality Management values shows that several of the health-related Quality Management dimensions were present.

    Research limitations/implications – A limitation of this research is that it is just managers’ view that has been investigated and analyzed.

    Practical implications – Managers acting and behaving in accordance with the communicative behaviors and methodologies described in the results can influence co-worker health and the working environment in a positive way. The level of awareness of the prerequisites could help managers to influence co-worker well-being and create a good working environment.

    Originality/value – The connection between Communicative Leadership and health-related Quality Management values is rarely made. This research can contribute to greater understanding in both areas.

    Keywords Health-related Quality Management, co-worker health, Communicative Leadership, well-being, working environment.

    Paper type Research paper. 

    Fulltekst (pdf)
    fulltext
  • 5.
    Bäckström, Ingela
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Snyder, Kristen
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Hedlund, Christer
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Lilja, Johan
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitets- och maskinteknik.
    Capturing value-based leadership in practice: Insights from developing and applying an AI-interview guide2018Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 10, nr 4, s. 422-430Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose – The purpose of this paper is to present and discuss the results from the appreciative inquiry (AI)-inspired interviews to explore the underlying values held by top managers and to identify soft aspects ofleadership.Design/methodology/approach – Top managers were interviewed as a part of a research project withthe aim to support the development of value-based leadership that integrates company values, organizationalculture, customer needs and sustainable development. A structured interview guide, inspired by AI, wasdeveloped and used to pinpoint their motivation and vision of a good organization to understand the valuesthat the managers had and to identify soft aspects of leadership. The interviews were analyzed in workshopswith the whole research teamand structured and visualized through affinity diagrams.Findings – The results showed the underlying values held by top managers and identified soft aspects ofleadership.Practical implications – The presented interview guide can be used to identify the top managers’underlying values, and the presented results from the interviews can be used to inspire other managers andleaders to develop their leadership in their striving of good leadership and effective organizations.Originality/value – The paper explains how to apply an AI-inspired interview guide in finding out valuebasedleadership and soft aspects of leadership for enhancing organizational culture.

  • 6.
    Cronemyr, Peter
    et al.
    Linköpings Universitet.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Rönnbäck, Åsa
    SIQ.
    Quality culture deployment: using behaviours to explain, diagnose and improve a quality culture2017Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 9, nr 3/4, s. 498-518Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose – Today’s organizations face the challenge of measuring the right things and then using those measurements as a starting point to work with improved quality. The failure to generate a shared value base is pointed out as one main cause for the inability to effectively apply Quality Management and Lean within organizations, thus it appears central to measure these values. However, the measuring of values and behaviours, seems to be missing within both concepts. Therefore, there is a need for a tool that measures not only quality values, but also behaviours that support or obstruct a quality culture. The purpose of this paper is to describe how a measuring tool which measures Quality Culture can be designed and structured. Methodology/approach – A project with the aim to measure and develop Quality Culture started in 2015 by three Swedish universities/institutes and seven organizations. During several workshops quality values and supportive and obstructive behaviours were developed and described. This resulted in a survey where employees of the participating organizations ranked performance and importance of the described behaviours. The results were presented and discussed in a fourth workshop. Findings – A framework of behaviours and a measurement tool for a Quality Culture are presented in this paper. Originality/value – The framework of behaviours, supporting or obstructing a Quality Culture, is original and may be very useful to diagnose and develop a Quality Culture.

    Fulltekst (pdf)
    fulltext
  • 7.
    Dimitrova, Irina
    et al.
    Mittuniversitetet, Fakulteten för humanvetenskap, Institutionen för ekonomi, geografi, juridik och turism.
    Öhman, Peter
    Mittuniversitetet, Fakulteten för humanvetenskap, Institutionen för ekonomi, geografi, juridik och turism.
    Yazdanfar, Darush
    Mittuniversitetet, Fakulteten för humanvetenskap, Institutionen för ekonomi, geografi, juridik och turism. Södertörn University, Stockholm, Sweden.
    Barriers to bank customers’ intention to fully adopt digital payment methods2022Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 14, nr 5, s. 16-36Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose: The purpose of this study is to empirically investigate the relationship between a set of functional and social–psychological barriers and bank customers’ intention to fully adopt digital payment methods (DPMs). Design/methodology/approach: The data were collected via an online questionnaire sent to two samples of Swedish bank customers, namely, adopters-accepters (i.e. young bank customers) and adopters-resisters (i.e. a group opposing a cashless society). Hypotheses were tested by applying an ordinal regression model. Findings: Regarding the adopters-accepters, privacy and access barriers can be obstacles to the full adoption of DPMs. The adopters-resisters perceived all five studied barriers as significant, though only the impersonalisation barrier seemed to matter when the barriers were related to their intention to fully adopt DPMs. Moreover, the results suggest that barriers have a stronger negative effect on the intention to fully adopt among those with extensive experience of DPMs. Practical implications: Based on the barriers affecting the intention of particular groups of bank customers to adopt DPMs, banks could implement customised measures to promote the ongoing development of digital financial services. Originality/value: In this under-researched area, this study provides empirical knowledge of the influence of various barriers on the intention of bank customers characterised as adopters-accepters and adopters-resisters to fully adopt DPMs. 

    Fulltekst (pdf)
    fulltext
  • 8.
    Eriksson, Maria
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Building an organizational culture when delivering commercial experiences – the leaders’ perspective2016Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 8, nr 2, s. 229-244Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose – The purpose of this paper is to identify, present and analyze the strengths and weaknesses mentioned by leaders when describing how their organization works with creating customer value in commercial experiences. Furthermore, the overall research purpose is to explore the creation of customer value in commercial experiences.

    Design/methodology/approach – An interview study with eight managers focused on how their organization creates customer value when offering commercial experiences. Results were analyzed with regard to creating customer value, customer involvement and development of new experiences.

    Findings – A literature study confirms an increasing interest in commercial experiences both financially and because of customer demand. The conducted interview study found several areas of improvement where the greatest potential was in the building of a strong organizational culture based on values to ensure co-creation of customer value between the organization and the customer. Also found to be important were working with customer involvement when co-producing the experience,discovering customer expectations and measuring the results of the delivered customer value.

    Originality/value – When it comes to commercial experiences, one of the keys to creating customer value is the element of surprise and delivering the unexpected. This advocates studying the theory of attractive quality, discovering the unspoken needs of the customer.

  • 9.
    Hedlund, Christer
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Stenmark, Petter
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Noaksson, Erik
    Region Jämtland Härjedalen.
    Lilja, Johan
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    More value from fewer resources: How to expand value stream mapping with ideas from circular economy2020Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, nr 4, s. 447-459Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose: The purpose of this paper is to discuss recent trends in the circular economy and investigate how value stream mapping (VSM) can be extended to more fully include some of the critical aspects of circular economy.

    Design/methodology/approach: The findings are based on previous research that has explored the usage of VSM to include aspects of the environment and sustainability aspects. These ideas are then expanded to new ways to use VSM by mapping value of a product as it is; used, maintained, re-used, remanufactured, recycled, incinerated or used for landfill. The authors test out this approach through application in the waste management sector to identify possibilities for improvement and new business opportunities in what now is considered waste.

    Findings: This paper introduces an expanded version of VSM that refines the existing Lean toolbox for exploring value and mapping value in a circular economy.

    Practical implications: The aim of this paper is to expand the relevance and practical value of VSM as the world economy increasingly moves toward a circular one.

    Originality/value: Today, VSM is a widespread method within Lean manufacturing that scrutinizes value creation within an organization or within a value chain. This paper describes how VSM can be refined to explore value streams in the afterlife of a product and explore waste as a resource utilization opportunity.

    Fulltekst (pdf)
    fulltext
  • 10.
    Ingelsson, Pernilla
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Snyder, Kristen
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Adapting a Lean leadership-training program within a health care organization through cocreation2020Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 12, nr 1, s. 15-28Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose: The purpose of this paper is to describe and evaluate a Lean leadership-training program within the health-care sector. A training program developed through a cocreative process with the intent of enhancing the possibilities for a context-specific adaption of Lean. Design/methodology/approach: A cocreated leadership-training program, executed over a period of one year, is described both as a model development process and as the final training program. The program was evaluated through reflective discussions and feedback as well as a written final evaluation of the program from participants in the program. Findings: The evaluation shows that the objectives of the training program were met, at least among the participants who attended the whole program. Using a cocreative process when developing and realizing a leadership-training program enhances the possibilities for an organization to adapt Lean to its own context. One condition for this approach to be successful is that the expectations of both the organization and the university need to be in focus through the whole process. In addition, the executive team needs to be continuously engaged and create conditions for the organization to realize the potential benefits of the training program. Originality/value: This paper highlights the challenge when applying Lean in a health-care organization but also describes a way to address Lean training and learning in this context. 

  • 11.
    Kahm, Therese
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    "Stuck in the middle” Healthcare first-line managers´ responsibilities and needs of support when applying Lean2020Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 12, nr 2, s. 173-186Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose - The purpose of this paper is to present the supportive conditions that the first-line health-care managers claim that they need from their own managers and what they experience as their own roles and responsibilities in relation to their coworkers when applying Lean principles and practices.

    Design/methodology/approach - A survey with a Web-based questionnaire was designed and used in a Swedish health-care organization two years after the initiation of Lean to investigate the managers' views on their role, conditions and ability to create change according to Lean. The result from two of the questions will be presented where one focuses on the relationship to the first-line managers' own manager and the second on the relationship to their coworkers.

    Findings - The results show that to initiate improvement, work based on Lean first-line managers ask for own managers who are assured about Lean, include them in discussions and ask for follow-ups and results about Lean. Concerning first-line managers' relation to their coworkers they experience themselves as responsible for leading toward creating a culture where problems and mistakes are viewed as possibilities to improve, for encouraging that new work procedures are tested and for creating commitment and inspiration in relation to their coworkers.

    Originality/value - The questions can be used separately or as part of an entire questionnaire before and along the Lean process to highlight organizational issues such as shared responsibility and supportive relations when developing health care.

  • 12.
    Lilja, Johan
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Hansen, David
    Resonans A/S, Copenhagen, Denmark.
    Fredrikson, Johan
    Amplify, Åre.
    Richardsson, Daniel
    Styrkebaserad.org, Östersund.
    Is Innovation the Future of Quality Management?: Searching for signs of quality and innovation management merging2017Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 9, nr 3-4, s. 232-240Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose: Upcoming as well as mature industries are facing pressure as regards successfully managing operational excellence, and, at the same time, driving and managing innovation. Quality management concepts and practices’ ability to tackle this challenge have been questioned. It has even been suggested that there is a need to provide and promote an updated/changed, and even re-branded, version of Total Quality Management, merging quality management (QM) and innovation management (IM). Can such a shift then actually be spotted? The purpose of this paper is to explore and see if there are any signs suggesting that QM and IM actually are about to merge. Design/methodology/approach: The study is based on literature reviews, document studies and interviews. Findings: The paper highlights three signs indicating that QM and IM indeed are approaching each other, and that it is a movement driven from both sectors, e.g., in the work with new ISO-standards and the Toyota Kata framework. Originality/value: The indicated development has fundamental and extensive practical implications. It will for example have to be followed by a similar merging of the two fields in the educational system, and in the competences of future managers.

    Fulltekst (pdf)
    fulltext
  • 13.
    Lilja, Johan
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Snyder, Kristen
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Hedlund, Christer
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Metaphors we manage and develop quality by2020Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 12, nr 4, s. 405-416Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose: Metaphors are a powerful and human way of understanding and experiencing one kind of thing in terms of another. In quality management (QM), several metaphors are used to describe and bring to life the often-abstract QM concepts and systems. These metaphors are of great importance for how QM is understood, communicated and practiced. However, the metaphors of QM have seldom been systematically screened or put in focus, neither the topic of a critical discussion. The purpose of this paper is hence to contribute with a screening of the metaphors currently used, within QM literature and in practice among QM leaders, and then elaborate on their potential for improvement and development. Design/methodology/approach: The paper is based on a literature review combined with interviews of QM leaders. Findings: The paper highlights that the current QM metaphors provide intuitive associations to properties such as stability, shelter, and structure, but not to the important dynamic properties of QM, such as learning, or to the critical role of people in QM. What can be seen as core properties of QM are communicated by texts or labels added on to metaphors with properties that often are in sharp contrast to them. The paper also provides suggestions for further improvements and development. Originality/value: The paper highlights the area of metaphors within QM as an important area for future research. It also provides insights concerning the successful use and selection of metaphors in future QM practice. 

  • 14.
    Lilja, Johan
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för teknik och hållbar utveckling.
    Richardsson, Daniel
    Putting Appreciative Design into Practice: A Case Study of a Course Evaluation and Design Process2012Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 4, nr 1, s. 4-15Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose

    Appreciative Inquiry (AI) is an inquiry into the “best of” what already exists in a system. Applying AI at the start of a design process gives you a process that is very different from traditional design approaches. Simply put, you obtain a design process that has as its point of departure identified strengths: “the best of what is”. This is in sharp contrast to traditional design processes that typically starts from identified problems. You obtain a design process based on the best of what is, in other words you achieve “Appreciative Design”. The overall purpose of this paper is to explore and contribute to a process of putting Appreciative Design into practice. More specifically, the paper aims at introducing a process for Appreciative Design to be used in the development of higher education together with insights from applying it in practice.

    Methodology/approach

    The methodology chosen can be described as “action research”. The researchers have, in their role as educational leaders, developed and applied a process for Appreciative Design within the context of the entrepreneurial educational program “Skarp Åre - Business and product development” at Mid Sweden University.

    Findings

    The paper introduces a process for Appreciative Design to be used in the development of higher education together with insights from applying it in practice. The process introduced is referred to as Appreciative Course Evaluation and Design (ACED). Furthermore, applying the ACED process to the “Skarp Åre – Business and product development” educational program reveals a number of benefits in comparison to conventional practice. The benefits found include higher commitment by the course participants, lower risk in the design process, and increased student involvement in the evaluation and design process.

    Value of the paper

    The paper contributes in general to increasing the understanding of how the strengths and principles of Appreciative Inquiry can be incorporated into design processes. The case study performed also contributes new insights into how and why to apply the introduced ACED process to the evaluation and design of higher education. Our hope is that the insights presented will inspire future research and application of Appreciative Design not only to the evaluation and design of higher education, but also to the evaluation and design of products, services, organizations and society.

  • 15.
    Lilja, Johan
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Richardsson, Daniel
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Why is it Suddenly so Easy to Change?2015Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 7, nr 2/3, s. 334-348Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose

    The purpose of this paper is to contribute with knowledge concerning how to drive, generate and energize change and development in social systems. A potential key to meet this challenge is the strength-based change management approach called appreciative inquiry (AI). A centralcomponent of AI is the “AI interview”, which has evolved into a distinct activity that enables the past and the future to be used as a generative source for on-going learning about strengths, opportunities,aspirations and results. The AI interview has in previous studies shown an often surprisingly high ability to generate development and change in social systems. However, the understanding of the generative “mystery” of the AI interview, focusing on the value experienced by both the people conducting the interview and those being interviewed, is still in need of further exploration. Furthermore, the evident generativity of the AI interview has not yet been integrated to any large extent into quality management. The purpose of this paper is to change that.

    Design/methodology/approach

    The researchers have studied the customer experience of conducting an AI interview based on feedback from 97 AI students at Mid Sweden University.

    Findings

    Among the results, eight categories of value are identified.

    Originality/value

    The paper contributes with new knowledge concerning the values experienced during participation in an AI interview. The paper also highlights ideas on how the generativity of the AI interview could be increasingly integrated into quality management.

  • 16.
    Palm, Klas
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Algehed, Jessica
    Mistra Urban Future, Göteborg.
    Exploring enablers of innovative quality development in public administration2017Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 9, nr 2, s. 203-217Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose: Today’s public administration is facing a wide range of challenges. This situation requires an ability to change and innovate. However, difficulties in the implementation of innovations have been seen as the cause of many administrations’ inability to achieve the intended benefits of innovations. The purpose of this study is, therefore, to empirically determine which – out of a wide range of enabling factors for innovations – may be the most important for the specific process step of moving from ideas to implementation of innovations in a public administration context, and, furthermore, to identify possible additional enablers for this specific process step. Design/methodology/approach: This study is a qualitative study based on semi-structured interviews with city officials in four cities on four continents. Findings: The study identifies five key enablers for transforming ideas into implemented innovations in public administration: a committed and hands-on leadership, internal as well as external networking, innovation processes over time alternately organized as a separate project and, as part of the standard operating procedures, a system understanding, including an understanding of how the parts contribute to a shared vision and communication of achieved, tangible, short-term results. Three of these enablers are previously identified as overall enablers for innovation and two complement previously identified enablers. Originality/value: The article identifies enabling factors for the specific step of going from idea generation to implementation of innovations in a public sector context. The article also reviews enabling factors from real experiences. Much of the former literature is conceptual. The article analyses an area in which there is a general lack of empirical research.

     

    Today’s public administration is facing a wide range of challenges. This situation requires an ability to change and innovate. However, difficulties in the implementation of innovations have been seen as the cause of many administrations’ inability to achieve the intended benefits of innovations. The aim with this study is therefore to empirically determine which - out of a wide range of enabling factors for innovations - may be the most important for the specific process step of moving from ideas to implementation of innovations in a public administration context, and furthermore, to identify possible additional enablers for this specific process step.

     

    Design

     

    This study is a qualitative study based on semi-structured interviews with city officials in four cities on four continents.

     

    Findings

     

    The study identifies five key enablers for transforming ideas into implemented innovations in public administration: a) A committed and hands-on leadership, b) internal as well as external networking, c) innovation processes over time alternately organized as a separate project, and as part of the standard operating procedures, d) a system understanding including an understanding of how the parts contribute to a shared vision and e) communication of achieved, tangible, short-term results. Three of these enablers are previously identified as overall enablers for innovation and two complement previously identified enablers.

     

    Originality

     

    The article identifies enabling factors for the specific step of going from idea generation to implementation of innovations in a public sector context. The article also reviews enabling factors from real experiences. Much of the former literature is conceptual. The article analyses an area in which there is a general lack of empirical research. 

    Fulltekst (pdf)
    fulltext
  • 17.
    Palm, Klas
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Lilja, Johan
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Key enabling factors for organizational ambidexterity in the public sector2017Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 9, nr 1, s. 2-20, artikkel-id IJQSS-04-2016-0038Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose – The capability of an organization to perform not only incremental quality improvements to the existing processes and products but also innovative or radical improvements that explore new opportunities is referred to as organizational ambidexterity. Research indicates that the long-term success of organizations demands a dynamic balancing of and excelling at both perspectives. However, there is considerably less clarity as regards how this can be achieved. The purpose of this paper is to empirically explore enabling factors for organizational ambidexterity in the public sector.

    Design/methodology/approach – This study is a qualitative study based on interviews with managers at two public organizations in Sweden. The analysis is conducted using a soft system methodology.

    Findings – Nine enabling factors for organizational ambidexterity are identi ed and presented in two pictures inspired by the Soft System Methodology. The study indicates that it above all is important to create leeway for exploration to achieve organizational ambidexterity in the public sector. The study strengthens the belief that some quality movement values and tools can be considered important, whereas others can counteract the ability to achieve organizational ambidexterity in public administration.

    Practical implications – Practitioners and scholars can use the identi ed enablers and the Soft System Methodology presented in this study to examine and develop the organizational ambidexterity of other public organizations. Originality/value – This study explores empirically the concept of ambidexterity in the public sector, a perspective that few previous scholars have studied. 

    Fulltekst (pdf)
    fulltext
  • 18.
    Palm, Klas
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Lilja, Johan
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Wiklund, Håkan
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Agencies, it’s Time to Innovate!: Exploring the current understanding of the Swedish government’s call for innovation2015Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 7, nr 1, s. 34-49Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose

    Innovation is currently at the top of many agendas worldwide: not only in the private sector, but also when it comes to increasing quality, efficiency, and effectiveness in public administration. InSweden, this is reflected in the recent call from the Government for innovation in public management. However, innovation has not traditionally occurred to any significant extent on the strategic level of Swedish public management. Furthermore, governmental administration is a complex system in need of coordination and alignment for this new call to be effectively realized in practice.  

     

    The purpose of this paper is hence to explore the phenomenon of innovation in the current Swedish governmental administration system. More specifically, the paper explores the current understanding within the system of what innovation is, as well as why and how it should be achieved.

     

    Methodology/approach This study has been based on a qualitative approach with a case consisting of three embedded units: the Government itself, a ministry and a government agency. The data have been collected from documents and interviews.

     

    Findings

    The study shows that there is currently a notable disparity when it comes to how aspects of innovation are understood at different levels within the Swedish governmental administration system. Furthermore, the recent business development to increase the standardization of work processes is perceived as having created poorer preconditions for working with innovations.

     

    Practical implications

    The results highlight critical areas of disparity and possibilities for improvement towards a shared understanding and aligned innovation actions within the system.

     

    Originality/value

    The articlecontributes knowledgeabout the current understanding of innovation in the Swedish governmental administration system.

  • 19.
    Snyder, Kristen
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Engaged leaders develop schools as quality organisations2015Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 7, nr 2-3, s. 217-229Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose – This paper explores the question, “what does it mean to be an engaged school leader in an educational context that promotes standards-based accountability as a model of quality development?” Specifically, what drives educational leaders? What do they do to lead schools as quality organisations? and How do they lead schools as quality organisations? Design/methodology/approach – An ethnographically grounded theory case study was conducted with 16 principles in Sweden, USA and Finland, who participated in a three-year project to lead schools as global learning centers. Findings – Findings showed that school leaders used a variety of leadership styles as they developed worked cultures grounded in a value system, to support student learning and development. Also, work cultures that engaged members of the school and community were critical for leading schools as learning organisations. Research limitations/implications – The small sample may not be generalizable to all educational systems. Practical implications – This study provides evidence about the complexities for school leadership today that are not currently addressed in most principal preparation programs. The findings can serve to help inform further development of principal preparation. Originality/value – The experiences shared in this study provide an alternative perspective about what it is that school leaders do and think about amidst a high-stakes testing context of school development. The grounded theory nature of this study, combined with an ethnographic approach, provides deep insights into the daily working life of engaged school leaders to learn first hand from their dialogue about what it takes to lead schools as quality organisations. © Emerald Group Publishing Limited.

  • 20.
    Snyder, Kristen
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Hedlund, Christer
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Storytelling: a co-creative process to support value-based leadership2017Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 9, nr 3/4, s. 484-497Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose

    The purpose of this paper is to identify constraints and possibilities to develop a value-based leadership in manufacturing using storytelling as a co-creative method and process.

    Design/methodology/approach

    A multi-site case study was conducted in which storytelling was used as a data collection tool and co-creative process to explore dimensions in the company’s cultures that could provide a deeper understanding about the constraints and possibilities that exist for developing value-based leadership in manufacturing.

    Findings

    Storytelling has a positive impact on leadership and communication highlighting important aspects of the organizational culture to support sustainable development and innovation.

    Originality/value

    This study demonstrates how storytelling can be used by leaders in manufacturing to build cultures of innovation and sustainability. And identifies constrains and possibilities for developing value-based leadership.

    Fulltekst (pdf)
    fulltext
  • 21.
    Snyder, Kristen
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Enhancing the study of Lean transformation through organizational culture analysis2016Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 8, nr 3, s. 395-411Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose: The purpose of this paper is to identify and synthesize approaches to studying Lean transformation to further develop a comprehensive approach that integrates organizational culture analysis and performance measurement systems from a systems perspective. Design/methodology/approach: This paper is conceptual in nature and based on a review of the literature in the areas of measuring Lean transformation and studying organizational culture. Three questions guide this conceptual analysis: “What approaches have been used to examine Lean transformation in business and public sector organizations?”; “Is there evidence of a focus on organizational culture in the measurement practices in Lean transformation and, if so, how?”; and “What can we learn from organizational cultural theorists about developing a more comprehensive framework to study Lean transformation?”. The analysis was conducted in two phases: In Phase 1, a database search was conducted using the key words Lean transformation, studying Lean, studying Lean transformation, studying organizational culture in Lean and measuring Lean, from which eight papers were selected. In Phase 2, the authors reviewed two models for studying organizational culture. Findings: Findings indicated that the dominant approach to study and measure Lean transformation is based on the performance measurement model. Based on this approach, there was little evidence of a focus on organizational culture, and few integrated the human dimensions with the tools and practices. The authors also found evidence of a greater awareness of the need to develop a balanced performance measurement system that reflects both the subjective soft measures and the objective hard measures. Among the approaches studied, two models did reflect integration between hard and soft measures: Dahlgaard et al.’s (2011) 4Ps and Najem et al. ’s (2012) assessment model for studying organizational culture in Lean. Both of these methods provide a strong framework from which to further enhance the study of Lean transformation by incorporating elements from Bantz’s (1993) organizational communication culture method and Martin’s (1992) Matrix concept. Originality/value: This paper furthers the academic dialogue on measuring Lean transformation through its unique analysis of studying organizational culture.

  • 22.
    Snyder, Kristen M.
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Eriksson, Henrik
    Chalmers.
    Raharjo, Hendry
    Chalmers.
    The management index: simplifying business excellence for management teams?2020Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 12, nr 4, s. 505-520Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose: The purpose of this paper is to present findings from a qualitative research study that was designed to examine the application of the management index (MI) to support effectiveness among management teams. Specifically, the research was twofold: to examine the usefulness of the MI as a tool to enhance effectiveness in management teams; and to identify conditions necessary for successful use of the MI. Design/methodology/approach: A three-year multi-site qualitative case study was conducted with five medium- to large-scale organizations, from public and private sectors, to apply and examine the use of the MI. Data were collected from participants during a series of workshops designed to examine the ways in which the tool was used to enhance effectiveness in management teams, and conditions that were determined supportive or a hinder to using the tool. Findings: Findings from the qualitative data demonstrate four primary uses of the in which the MI: pulse reader, navigation, systematic dialog, management team development. It is, however, not clear yet if the use of the MI contributes to improvement in efficiency and effectiveness. The degree of maturity within the organization and teams, as defined by open and transparent communication and clarity of purpose of direction, appear to be key factors for how well teams benefit from the MI. Furthermore, the tool appears to benefit from longer term usage rather than quick-fix usage, although this claim has yet to be validated by further investigations. Practical implications: The MI was developed by Swedish Institute of Quality to provide a simpler performance measurement tool for management teams to support quality improvement processes in organizations in Sweden. The MI was developed to provide management teams with access to vital information that could serve as the basis for prioritizing areas of needed improvement, while reducing time and complexity associated with traditional business excellence models. Originality/value: This study contributes to an ongoing dialogue about how to support quality management through the use of performance measurement tools. In particular, the study supports the need to develop understanding about the importance of dialogue and process combined with the use of measures to achieve results. 

  • 23.
    Sten, Lilly-Mari
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Häggström, Marie
    Mittuniversitetet, Fakulteten för humanvetenskap, Institutionen för omvårdnad.
    Improving ICU transitional care by combining quality management and nursing science - two scientific fields meet in a systematic literature review2020Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 12, nr 3, s. 385-403Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose

    The purpose of this literature review was to explore to what extent quality management (QM) and nursing science offer complementary perspectives to provide better quality care, by looking at QM core concepts and tools.

    Design/methodology/approach

    A systematic literature review was conducted. Papers published in academic journals between January 2013 and December 2019 were included. A deductive content analysis was chosen using QM core values as an analytical framework.

    Findings

    The results showed that QM core values, methodologies and tools were found in the reviewed articles about intensive care unit (ICU) transitional care. The results indicated that core values in QM and the core competencies within nursing science in ICU transitional care are mutually dependent upon each other and exist as a whole. ICU transitional care is, however, a complex interpersonal process, characterized by differences in organizational cultures and core values and involving multidisciplinary teams that collaborate across hospital units. The QM core value that was least observed was committed leadership.

    Research limitations/implications

    Combining QM and nursing science can contribute to a deeper understanding of how to improve the ICU transitional care process by bringing complementary perspectives.

    Practical implications

    The included articles portray how QM is applied in ICU transitional care. Implications for future research focus on enhancing the understanding of how QM and nursing science can bring complementary perspectives in order to improve ICU transitional care and how QM values, methodologies and tools can be used in ICU transitional care. Committed leadership and team collaboration in ICU transitional care are areas that call for further research.

    Originality/value

    The findings contribute to the body of literature by providing important insights in terms of how QM core values, methodologies and tools are present in research about ICU transitional care and how the two research subjects, namely, QM and nursing science, bring complementary perspectives.

    Fulltekst (pdf)
    fulltext
  • 24.
    Sten, Lilly-Mari
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Ingelsson, Pernilla
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Institutionen för kvalitets- och maskinteknik.
    Häggström, Marie
    Mittuniversitetet, Fakulteten för humanvetenskap, Institutionen för omvårdnad.
    The development of a measurement instrument focusing on team collaboration in patient transfer processes2021Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 13, nr 1, s. 45-62Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose: Team collaboration is essential to ensure the quality of care and patient safety when critically ill patients are transferred from an intensive care unit (ICU) to a general ward. Measuring team collaboration in the patient transfer process can help gain insights into how team collaboration is perceived and how it can be improved. The purpose of this paper is to describe the development and testing of a questionnaire aiming to measure perceived team collaboration in the patient transfer process from ICU to the general ward. This study also aims to analyze the results to see how the survey could help improve team collaboration within ICU transitional care.

    Design/methodology/approach: Statements, factors and main areas intended to measure perceived team collaboration were developed from a theory. The questionnaire was tested in two ICUs at two hospitals located in Sweden, and the results were analyzed statistically.

    Findings: The results showed that the questionnaire could be used for measuring perceived team collaboration in this process. The results from the survey gave insights that can be useful when improving team collaboration in ICU transitional care.

    Research limitations/implications: The collaboration between two research subjects, Nursing Science and Quality Management, has given new perspectives in how cultural and systemic differences and opportunities can help improving team collaboration in ICU transitional care, by shifting focus from the individual to team, culture, system, process and continuous improvement. Practical implications: The developed questionnaire can be used to measure perceived team collaboration and to identify areas for improving team collaboration in the ICU transitional care process.

    Originality/value: There is a sparse amount of research about measuring team collaboration in ICU transitional care, and this study contributes to filling this research gap. 

    Fulltekst (pdf)
    fulltext
  • 25.
    Sundström, Malin
    et al.
    Institutionen för data- och affärsvetenskap, Högskolan i Borås.
    Lundberg, Christine
    Mittuniversitetet, Fakulteten för humanvetenskap, Institutionen för samhällsvetenskap.
    Giannakis, Stavroula
    Institutionen för data- och affärsvetenskap, Högskolan i Borås.
    Tourist Shopping Motivation: Go with the Flow or Follow the Plan2011Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 3, nr 2, s. 211-224Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose – The objective of the study is to describe and analyse different tourist shopping typologies based on their motives for visiting a shopping destination well known for its low prices.

    Design/methodology/approach – The data were collected by means of structured questionnaires administered to tourists visiting the Swedish destination. The survey instrument measured constructs designed to understand shopping motivation and feelings experienced during the course of shopping.

    Findings – Two distinct tourist shopping typologies were found, based on a tourist's primary purpose in travelling, and designated “Follow the Plan” and “Go with the Flow”. The present study proposes the use of a theoretical continuum that takes into account feelings experienced at a low-priced destination and consumer shopping motivations.

    Originality/value – This study contributes to the existing literature on tourism shopping by suggesting typologies built on feelings experienced and shopping motivations, thus providing new insights on tourist shopping typologies found at a low-price destination. Results are not general for any low-priced destination, thus further research is needed in other destinations as well.

  • 26.
    Åslund, Anna
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Management and customer value creation – learning from successful societal entrepreneurs2016Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose – The purpose of this paper is to study management processes within successful Societal Entrepreneurship in order to further understand the role of management in customer value creation.

    Design/methodology/approach - management in three successful societal entrepreneurship initiatives that deliver societal value have been studied. Data have been collected through interviews, direct observation, participant observation and documentation. Management tasks, activities and behaviours have been identified and analysed to identify management processes and their input, output, main focus, drivers and relationship. The role of management in societal value creation has been analysed from a system view.

    Findings - The result presents essential management processes important for societal customer value creation, their input, output and main focus. Some management processes are inter-related and are sometimes part of another management process.  The management seem driven by ‘need’, ‘opportunity’, ‘interest’, and ‘demand’ when creating societal customer value. From a system perspective, management have an indirect role in societal customer value creation and are important for possibilities to create societal customer value. Both the initiative and the surroundings have been found to be of importance to the management’s scope for contributing to societal customer value creation.

    Originality/value – Studying successful societal entrepreneurial management and its role in customer value creation provides the possibility to understand and learn from management, its processes and role in societal customer value creation and how to successfully provide customer value to society and work with societal, environmental and sustainability issues.

    Article Classification: Case study

  • 27.
    Åslund, Anna
    et al.
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik. Strömsunds Kommun.
    Bäckström, Ingela
    Mittuniversitetet, Fakulteten för naturvetenskap, teknik och medier, Avdelningen för kvalitetsteknik, maskinteknik och matematik.
    Management processes and management’s role in customer value creation2017Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 9, nr 2, s. 148-164Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose

    The purpose of this paper is to study management processes within successful societal entrepreneurship to further understand the role of management in customer value creation.

    Design/methodology/approach

    Management in three successful societal entrepreneurship initiatives has been studied. Data have been collected through interviews, direct observation, participant observation and documentation. Management tasks, activities and behaviours have been identified and analysed from a system view.

    Findings

    The result presents essential management processes important for societal customer value creation, their input, output and main focus. Some management processes are inter-related and are sometimes part of another management process. The management seems driven by “need”, “opportunity”, “interest” and “demand”, when creating societal customer value. From a system perspective, management has an indirect role in societal customer value creation and is important for possibilities to create societal customer value. Both the initiative and the surroundings have been found to be of importance to the management’s scope for contributing to societal customer value creation.

    Originality/value

    The study provides the possibility to understand and learn from management, the management processes and their role in societal customer value creation. Thereby, it describes how to successfully provide customer value to society and work with societal, environmental and sustainability issues.

    Fulltekst (pdf)
    fulltext
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