Denna studie syftar till att undersöka hur värdeskapande sker mellan leverantör och konsument i tidningsbranschen ur ett service dominant logic-perspektiv. Forskning visar att tidningsbranschen genomgår ett skifte mot ett allt större fokus på tjänsten i sin helhet istället för på den fysiska produkten. En anledning till att branschen förändras tillskrivs den pågående digitaliseringen, som i sig möjliggjort ett samskapande av värde mellan tidning och läsare. Med utgångspunkt i de tre faktorerna relation, kommunikation och kunskap baseras uppsatsen på intervjuer med sju olika tidningar och en oberoende person med branschkännedom. De resultat som framkommer stärker bilden av ett skifte mot SDL och tyder på att värdeskapandet påverkats av de ökade kunskapskraven och ett minskat avstånd mellan tidning och läsare.

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Although Business Intelligence (BI) is highly promoted and praised, organisations implementing a BI solution do not always achieve expected benefits. Instead, numerous reports of failed BI implementations and challenges prevail. Even organisations indicating they receive benefit from their BI solutions strive for improvement in BI. This highlights a need for BI to improve and for it to overcome its challenges. In response, this thesis proposes a paradigm shift for BI. It provides a literature and case study, representing an interpretive enquiry using a qualitative research approach. The case study is set within a large South African bank, extending to BI vendors providing BI solutions to the bank. Two scenarios are used to compare the views of BI providers and BI customers. In one scenario, the bank’s internal BI departments represent the BI provider view, providing BI to other departments within the bank as their BI customers. In the other scenario, the BI vendors represent the BI provider view and the BI customer view is represented by the bank’s BI departments as well as other internal bank departments – who are also the BI customers of the BI departments. The thesis starts by identifying BI’s prevailing challenges, highlighting the restrictive tendency evident within BI literature and practice whereby typical Information System (IS) challenges are raised as BI challenges. Challenges are then examined to understand their BI-specific aspects and to identify a list of BI’s prevailing challenges. The thesis then examines current measures proposed to address BI’s challenges, establishing that these are largely ineffective. Rather than attempt to resolve BI’s challenges in the same manner as previous attempts do, this thesis then analyses BI at a conceptual level to reveal a common worldview of BI held by BI practitioners and academics. It is identified that this common worldview is predominantly based on a Goods-Dominant (G-D) Logic, resulting in many of BI’s challenges. A suggestion is made to shift this worldview to a Service-Dominant (S-D) Logic. Although S-D Logic is not a new lens, it has not yet been explicitly applied to BI or a BI-related discipline at a conceptual level, offering the opportunity to examine BI from a new perspective wherein new insights to address BI’s persistent challenges emerge. / Thesis (PhD)--University of Pretoria, 2012. / Informatics / unrestricted

The topics of value propositions and service innovation have been highly interesting topics within service-dominant logic. Something that has not been studied in previous research, and the purpose of this thesis, is to investigate; how current value propositions restrict service innovation by restricting digital resource utilization. These restrictions on service innovation could sometimes result in casualties, for example caused by adverse drug reactions, which is one reason why this research question is important. The method used in this thesis is a case study analysis on a pharmaceutical company, which was produced by conducting qualitative interviews and creating a thematic analysis. The analysis is based on empirical material and the literature on value propositions and service innovation. Service innovation is restricted when different practices that constitute the value proposition are restricted in their use of digital resources. The specific restrictions are regulations, inadequate understanding of digital resources' benefits, complexity of implementing digital resources, measuring difficulties, and comfort and protection of current practices. / Ämnena värdeerbjudande och tjänsteinnovation har varit av högt intresse inom tjänstelogiken. Något som inte har studerats i tidigare forskning, och syftet med denna studie, är att undersöka; hur nuvarande värdeerbjudande hindrar tjänsteinnovation genom att hindra utnyttjandet av digitala resurser. Dessa hinder av tjänsteinnovation kan i vissa fall leda till dödsfall vilket är en anledning till att forskningsfrågan är viktig. Metoden i denna uppsats är en fallstudie av ett läkemedelsföretag, som genomfördes genom kvalitativa intervjuer och en tematisk analys. Analysen i uppsatsen är baserad på litteratur om ämnet värdeerbjudande och ämnet tjänsteinnovation. Uppsatsen visar att tjänsteinnovation hindras när företagets värdeerbjudande hindras från att inkorporera digitala resurser. De specifika hindren studien visar är; reglering, bristande förståelse för fördelarna med digitala resurser, komplexitet vid implementering, mätproblem, och bekvämlighet och beskyddande.

Many organisations need to increase their use and knowledge of service innovation in order to answer up to the increased demand for sustainable services and offerings that cater to the needs of their users. They need to become better at understanding that the best starting point for organisational development is outside the organisation where the value of their products and services are Co created with other actors and stakeholders. This paper explores the possibility of creating a serious game that introduces service innovation using the design science research and workshops as a collaboration method. The most important Service Innovation elements to include in the game are evaluated and the game ideas generated are examined through the lens of two different game design frameworks.

Den tekniska utvecklingen har skapat en unik möjlighet för den traditionella handelns verksamheter att övergå till en digital plattform eller e-handel. E-handeln har sett en stor ökning de senaste åren och anses vara ett seriöst alternativ till den traditionella handel då det ger konsumenter en möjlighet att anpassa tjänsten efter sina egna krav och behov.    Syftet med studien är att undersöka informationsutbyte mellan aktörer inom e-handelns dagligvaruhandel. Digitaliseringen innebär att konsument och leverantör av tjänsten inte möts som de tidigare gjort. Detta innebär att kommunikationen måste bli tydligare för att hjälpa konsumenten. Informationsutbytet mellan konsument och handlare måste ersättas med tillräcklig produktinformation för att underlätta kundens inhandling. E-handel och fysiska butiker skiljer sig på många sätt och hanteringen av färskvaror är en viktig aspekt.  Service-dominant logic (SDL) används som studiens primära ramverk för att analysera empirin och förstå vad som drar konsumenter till dagligvaruhandelns e-handel. SDL är en logik som till skillnad från sin föregångare ställer aktörer i centrum, inom dagligvaruhandeln inkluderar det primärt kunden och handlaren. Aktörerna skapar gemensamt ett value co-creation vilket kan ses som ett samskapat värde där båda parter måste finnas för att skapa ett värdeerbjudande.      Studien valde att utforma en kvalitativ undersökning utifrån tre centrala punkter: konsumentperspektivet, tekniska perspektivet och tjänsteperspektivet. Utifrån det gjordes intervjuer som sedan transkriberades och analyserades för att besvara studiens frågeställningar.    Analysen av resultatet gjordes genom studiens ramverk (SDL) samt den omskrivna litteraturen för att komma fram till ett resultat. Resultatet av analysen visar att studiens informanter upplever informationsutbytet som otillräckligt samt att det inte uppfyller deras krav kring tjänsten. Bristen av information påverkar därför även hanteringen av färskvaror, det framgår inte tydligt hur konsumenten ska gå till väga för att lösa situationen. / The technical development has created a unique opportunity for the traditional trade businesses to move to a digital platform or e-commerce format. E-commerce has seen a large increase in the past years and is considered a major alternative to the more traditional trade since it gives consumers an opportunity to adapt the service to meet their needs. The aim of the study is to investigate information exchange between actors involved in grocery stores e-commerce. The digitization means that consumers and suppliers of the service do not physically meet, which means that that communication must be replaced to help the consumer. The exchange of information between consumer and retailer must be replaced with sufficient product information to facilitate customer needs. E-commerce and physical stores differ in many ways and the handling of fresh produce is an important aspect. Service-dominant logic (SDL) is used as the study's primary theoretical framework for analyzing the empirical data and to better understand what draws consumers to the grocery trade's e-commerce. SDL is a logic that, unlike its predecessor, puts actors at the center, in the grocery trade it primarily includes the customer and the retailer. The actors create a value co-creation, which can be seen as a co-created value where both parties must be present to create the joint value. The study chose to design a qualitative study based on three central points: the consumer perspective, the technical perspective and the service perspective. Based on this, interviews were conducted which were then transcribed and analyzed to answer the study's questions. Analysis of the result was done with the theoretical framework (SDL) and the rewritten literature to arrive at a conclusion. The results of the analysis show that the study's informants perceive the exchange of information as insufficient and do not meet their demands regarding the service. The lack of information therefore also affects the handling of fresh produce, it’s not clear how the consumer should go about resolving the situation.

The concept of customer experience has an increasing interest among organizations today since customers have become picky and demands for an experience are an existing fact. In the early 2000s, a paradigm shift was found, where focus from a goods-dominant logic was moved to a service-dominant logic which came to have a great impact on how to manage customer experiences today. Digitalization in society has increased which has created both opportunities and difficulties for organizations. A new norm has emerged where organizations implement an omnichannel strategy. In turn, omnichannel marketing can improve the customer experience. However, omnichannel marketing makes the customer journey highly individual and more complex to understand. Therefore the purpose of this thesis is to explore how Swedish retailers on a strategic level manage the customer experience and if there are any differences in the strategies between price segments. The empirical findings were conducted using a qualitative multiple case study of five cases in the Swedish retail sector. The data was gathered from semi-structured interviews and was analyzed and compared to existing theory.  The conclusion of this thesis shows customer insights as a common theme that emerges frequently throughout the semi-structured interviews. Through customer insight, retail organizations have a chance to meet their customers’ demands and face the complexity that occurs with technology and new channels. In the conclusion, there are also found differences in how to manage customer experiences between price segments. A common factor among the cases within customer experience is quality. Although, quality has a different meaning depending on which price segment. Further, the quality can be staged into three levels connected to each price segment.

京都大学 / 0048 / 新制・課程博士 / 博士(経済学) / 甲第20149号 / 経博第547号 / 新制||経||280(附属図書館) / 京都大学大学院経済学研究科経済学専攻 / (主査)教授 原 良憲, 教授 若林 靖永, 准教授 WANG,Yingyan / 学位規則第4条第1項該当 / Doctor of Economics / Kyoto University / DGAM

京都大学 / 0048 / 新制・課程博士 / 博士(経済学) / 甲第20874号 / 経博第569号 / 新制||経||284(附属図書館) / 京都大学大学院経済学研究科経済学専攻 / (主査)教授 原 良憲, 准教授 菊谷 達弥, 准教授 秋田 祐哉 / 学位規則第4条第1項該当 / Doctor of Economics / Kyoto University / DFAM

The European authorities have taken a crucial step towards sustainable mobility byhighlighting the importance of shared mobility. Carsharing, part of the sharing mobility system, hasbeen kindly adopted by many countries in Europe and North America since it removes nine tothirteen vehicles from the road. Carsharing has been around for almost a century, and its adoptionhas been different in different countries. Despite its popularity, a lower uptake has been in Sweden,where this study investigated the research question: How can P2P carsharing services be designedto overcome the challenges hindering their adoption in Sweden? This study investigated andanalysed the research question using a qualitative research approach by conducting 11 semi-structured interviews involving active and potential users. This study generated three challenges,trust issues, limited supply and user experience. The results of this study contribute to a betterunderstanding of the challenges faced by two perspectives, active and potential users. Last but notleast, the results generated in this study should be seen as an impetus for future research whenexploring and designing future P2P carsharing services.