<p>Purpose – During the past decades, implementing reforms becomes a popular topic for most manufacturers. With the aim to cope with the environment changes, there are urgent needs for these manufacturing companies to carry on reforms on the existing businesses. At the same time, value creation under a new service dominant logic for manufacturers are cited by many scholars. The aim of this paper is to analyze the new dominant logic, with the comparison of traditional goods dominant logic, recognize the advanced value creation model. To go a step further, this paper also discusses about the way of implementing reforms and new business logic for manufacturers.</p><p>Methodology – This paper mainly takes the methodology of literature review. The literatures reviewed here include academic papers, books, and website information. The main field of literatures include: service definition and service characteristics; goods-dominant logic versus service dominant logic; and value creation (co-creation). On the other hand, some small case studies can also be found in this paper.</p><p>Findings – After the comparing between goods dominant logic and service dominant logic, this paper suggests the service-dominant logic as a preferred business logic. Because it provides a more interactive way of consumption, presents a value-in-use view rather than value-in-exchange, and requires manufacturers playing a role of assisting customers in value creating process. For those manufacturers wish to implement the service dominant logic, this paper suggests them to take innovations on their business, which including the innovations on products/services, business processes, and business models.</p><p>Research limitations/implications – As a relative new field of study, the research is mostly taken by literature review. However, the research on the implementing of new business logic and reforms requires more voice from the real industry.  </p><p>Practical implications – Manufacturers may position themselves to new roles by involving in the customers’ value creating process. Taking innovations from a integrated view may help manufacturers to achieve the higher value under service dominant logic.</p><p>Originality/value – This paper concluded the ongoing service dominant logic development, after which, offers a discussion on the implementing of which for the manufacturing companies.</p>

Purpose – During the past decades, implementing reforms becomes a popular topic for most manufacturers. With the aim to cope with the environment changes, there are urgent needs for these manufacturing companies to carry on reforms on the existing businesses. At the same time, value creation under a new service dominant logic for manufacturers are cited by many scholars. The aim of this paper is to analyze the new dominant logic, with the comparison of traditional goods dominant logic, recognize the advanced value creation model. To go a step further, this paper also discusses about the way of implementing reforms and new business logic for manufacturers. Methodology – This paper mainly takes the methodology of literature review. The literatures reviewed here include academic papers, books, and website information. The main field of literatures include: service definition and service characteristics; goods-dominant logic versus service dominant logic; and value creation (co-creation). On the other hand, some small case studies can also be found in this paper. Findings – After the comparing between goods dominant logic and service dominant logic, this paper suggests the service-dominant logic as a preferred business logic. Because it provides a more interactive way of consumption, presents a value-in-use view rather than value-in-exchange, and requires manufacturers playing a role of assisting customers in value creating process. For those manufacturers wish to implement the service dominant logic, this paper suggests them to take innovations on their business, which including the innovations on products/services, business processes, and business models. Research limitations/implications – As a relative new field of study, the research is mostly taken by literature review. However, the research on the implementing of new business logic and reforms requires more voice from the real industry.   Practical implications – Manufacturers may position themselves to new roles by involving in the customers’ value creating process. Taking innovations from a integrated view may help manufacturers to achieve the higher value under service dominant logic. Originality/value – This paper concluded the ongoing service dominant logic development, after which, offers a discussion on the implementing of which for the manufacturing companies.

The personalization of telehealth services to accommodate patient preferences and interaction abilities could significantly improve patient adherence to telehealth treatment plans. Long-term adherence can be as low as 25% among chronic patients for reasons related to ease-of-use and personal preferences, which can be attributed to factors associated with the patient, physicians, and healthcare systems. Poor adherence in the long term can cause increased morbidity, poorer quality of life, a higher risk of mortality, and greater health care utilization. Poor adherence is partly driven by generic telehealth services that are not adapted to individual patients' lived experiences. Recent research calls for the personalization of telehealth services in a manner that addresses long-term adherence. This thesis views the telehealth service context from a multilevel service systems perspective. This perspective enables the articulation of the contextual differences between standardized and personalized services. This thesis proposes a service design method (SerViU: pronounced Serv You) to support a continuous Use - Assess - Personalize process; this design method focuses on the patient personal service encounter level within a telehealth service. SerViU is anchored in the service-dominant logic concept of value-in-use, and it assesses the patient's individualized experiences with the telehealth service and accordingly recommends a suitable personalization. SerViU guides decision-making about telehealth personalization by integrating an existing information communication technology (ICT) service personalization framework that identifies three types of ICT personalization: architectural, relational, and technological. A design science research methodology (DSRM) was used to guide the research activities underlying the development and validation of SerViU. Within this methodology, the SerViU Personalize Tool was selected to demonstrate SerViU's ability to personalize telehealth services by accounting for patient-related, service context-related, and technology-related factors. A multiple case study with embedded units of analysis was conducted at a Canadian hospital to simulate personalization decision-making using the SerViU Personalize Tool. The same participants were then asked to fill out a questionnaire to evaluate the tool's usefulness for decision-making, its relevance to the telehealth context, and whether it contained sufficient information to make personalization decisions. Results show that SerViU was relevant to telehealth contexts, useful for making personalization decisions, and provided sufficient information to make relevant decisions. The collected data were analyzed using cross- and within-case analysis by comparing decisions in different telemonitoring service modes. The comparisons included personalization options, feature selection, scores, rationales, and resource-related information. The results of this research provide a means to operationalize telehealth personalization as proposed in telehealth research. This study provides a method which can guide the transformation of generic telehealth services into personalized services. This research contributes to service design by differentiating between standard and personal service encounter levels, which is paramount for supporting the personalization of ICT-enabled services. This research contributes to the telehealth practice by presenting an ongoing telehealth personalization process that involves patients in decision-making throughout their treatment processes as a means to improving long-term adherence.

Syftet med denna kandidatuppsats är att undersöka hur användare involveras i produktutvecklingen av bildelningstjänster genom att studera kommunikationen mellan företag och användare, samt skapa en teoretisk modell som förklarar den innovativa dialogen mellan företag och användare. Studien använder en abduktiv ansats och för att samla in information har semistrukturerade intervjuer genomförts med representanter från fyra bildelningsföretag; GoMore, Audi unite, Mobilsamåkning AB och Sunfleet. Informationen har sedan tolkats utifrån den analysmodell som byggs upp i uppsatsen utifrån teori kring tjänstelogik. Resultatet av studien visar att användare involveras i produktvecklingen när redan befintliga produkter utvecklas vidare och att en stor del av förutsättningarna för en innovativ och därmed samskapande dialog mellan företag och användare i hög grad är uppfyllda, men detta forum används idag främst i andra syften.

Vissa människor väljer att skänka saker som gåvor istället för att slänga eller sälja dem och detta gåvogivande antas skapa något av värde för givarna. Vilka värden som skapas av gåvogivande och när de uppkommer undersöks i uppsatsen genom en case-studie av Erikshjälpens secondhandbutiks gåvogivare utifrån teorierna Service Dominant Logic och Service Logic. Studiens resultat visade att värden som skapades var: att göra sig av med saker; att skapa nytta för andra, vilket uppstod direkt genom att någon annan kan använda de skänkta sakerna och indirekt genom att gåvorna vid försäljning i secondhandbutiken genererar ett bidrag till bistånd; samt att de skänkta sakerna kan återanvändas och bidra till en minskad miljöpåverkan. Dessa värden uppkom vid olika tillfällen i gåvogivarprocessen och genom olika aktörers inblandning. Secondhandbutiken kunde genom sitt agerade bidra som möjliggörare till värdet som skapades för gåvogivarna eller bli en samskapare av värde tillsammans med gåvogivarna.

Abstract Purpose – The aim of this thesis is to describe and explain how service employees create personal wellbeing through improving the customer’s experience of the service by being proactive in their work, continuously running the service interaction and stimulating the customer. Design/methodology/approach – The study takes on a qualitative approach and data was collected through a primary analysis of 9 extensive interviews performed on service providers within the mobility service-business in Gothenburg.   Findings – The findings of this study show how service employees’ can create personal wellbeing for themselves in different ways and to varying extent using different tactics, judgement procedures and implicit knowledge resources. Research limitations/implications for future research – The service setting in this study is not comparable to all other organisations, something must be taken into account. Future research should focus on further analysing the findings of this thesis by performing similar studies in other service contexts and a more detailed examination of the different components. Practical implications – The findings of this thesis provide valuable insights for managers within similar service organisations where there is need for improved employee wellbeing and performance. This could lead to significantly enhanced service experiences that would benefit, not only the employees’, but also customers’ and the organisation as a whole. Keywords – Employee Wellbeing, Service Employees, Service Interaction, Transformative Service Research, Service Dominant Logic, Employee Tactics

Many firms are transitioning from being a classic goods-focused company to becoming a solutions provider, a phenomenon called servitization. Evolving towards a service focus entails several challenges that need to be addressed in order to benefit from the opportunities that servitization entails. As most servitization research has focused on business-to- business contexts, this thesis applies servitization literature in a business-to- consumer context. By examining the challenges in a qualitative approach through semi-structured interviews and observations within three automobile dealerships selling premium brands, this thesis aims to further enrich the understanding of the phenomenon servitization by comparing the collected data with previously researched challenges. The thesis concludes that many of the challenges, such as creating integrated solutions, adequately charging for services and manage internal resistance, could be viable in a business-to- consumer context.

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Research to date discovered two gaps restricts the existing service innovation theories from full support for SMEs - who also require good service innovation theory to innovate and to survive in the fast-pacing market - which are: goods-thinking-based service innovation logic and incomprehensible service innovation theory for SMEs. In this research, we share and enhance the vision of system thinking researchers - interaction plays the very basis and important role in service value creating and delivering - as our theory foundation. Founding on this interaction-centric notion, we propose an easy-to-adapt service innovation methodology which suggests that SMEs could do service innovation by adjusting business interactions, and justify it with a comprehensive model evaluated by simulation techniques and a prototype supporting information system mechanism to provide support for SME users. Last but not the least, at the end of this research, we re-examine the system thinking framework with our discoveries, and signaled a possible adjusting direction of the framework for more value-oriented purposes. From the practical view, we identify a way to extend the current system thinking theory to a practical model for real world SME’s service innovation purposes. For the academic research, our interaction-centric service innovation methodology is believed to enhance the to-date system thinking theories. In addition, we also identify several future possibilities for academic researchers in this field to discover.

Denna uppsats undersöker om konsumentens ålder påverkar det värde som upplevs efteranvändning av självscanningkassor i matvarubutiker. Med bakgrund i tidigare studier somtyder på att ålder har en påverkan på inställningen till att använda "self-service technologies",har en enkätundersökning genomförts för att utreda om detta samband även gäller för ålderoch det upplevda värdet efter användning. Enkätundersökningen genomfördes under en dagvid en matvarubutik i centrala Stockholm, där 226 respondenter svarade på enkäten.Påståendena presenterade i enkäten utformades utifrån fem attribut; Tid, Enkelhet, Pålitlighet,Kontroll och Nöje, där samtliga attribut påverkar det totala upplevda värdet. Resultatet avundersökningen visade att ålder har en betydelse gällande tre attribut: Tid, Enkelhet och Nöje.Sambandet mellan ålder och de resterande två attributen, Pålitlighet och Kontroll, visadeingen korrelation. Vidare visade vårt resultat att ålder hade en signifikant men låg påverkan pådet upplevda värdet. Med detta resultat kunde slutsatsen dras att ålder delvis påverkar detupplevda värdet efter användning av självscanningskassor.