Newsletter no 2, 2021, from CTF at Karlstad University, Sweden

CTF, Service Research Center at Karlstad University, Sweden, is one of the world´s leading research centers focusing on service management and value creation through service. Our newsletter will keep you updated on our research.

SUMMER GREETING FROM CTF´S DIRECTOR
Rarely has our research on behavior change, service development, ecosystems and public services been as current, relevant and applicable as during this past year. Read more. 

NEW STUDY ON HOW BRANDS AFFECT CUSTOMER EXPERIENCES IN RETAIL SERVICE ENCOUNTERS
We often hear about the importance of a strong brand. But how does a brand really affect the customer's experience of a service? Results in a new study show how customers’ experiences in service encounters are affected differently by the characteristics of a brand, store and consumer factors. By understanding the complex interplay between these factors, companies and retailers can design unique customer experiences. Read more.

THE FIFTH EDITION OF SERVICE INNOVATION DAY
Innovation, transformation and sustainable development during changing times marked by the pandemic were in focus at CTF´s Service Innovation Day 2021 where the participants listened to presentations from Vinnova, Ikea, Systembolaget and Ica Maxi on how they work with these issues. Researchers at CTF presented insights from research and the Swedish Innovation Index 2020. Read more.

INNOVATIVE COMPANIES STRONGER DURING THE CORONAVIRUS PANDEMIC ACCORDING TO THE SWEDISH INNOVATION INDEX
Today, the Swedish Innovation Index 2020 is released, and Ikea is - for the third year in a row –ranked as Sweden's most innovative company. Systembolaget has advanced the most in innovation capacity. The survey also shows an increased degree of innovation in Swedish organizations and that the more innovative organizations are better equipped to adapt to the effects of the pandemic. Read more.

TRUST AND ALIGNING VIEWS BETWEEN ORGANISATIONS – THE KEY TO FRUITFUL COLLABORATION
Sofia Molander’s doctoral thesis, "Enacting, Enabling, and Embracing Market Orientation: A study of Public–Private Dyads", examines how public transport can establish a service that satisfies customer needs through fruitful collaboration with the service provider. Read more.

PROFESSOR WITH A MULTIFACETED RESEARCH PERSPECTIVE IS RETIRING
Per Pettersson, professor of sociology of religion at CTF, is retiring after 26 years as researcher and research leader focusing religious and social change with a service perspective. Read more.

NEW PROFESSOR CONDUCTS RESEARCH IN THE BORDERLANDS BETWEEN ORGANIZATION AND MARKETING
Mia Larson’s research is in the borderlands between organization and marketing and her focus has been on tourism, events and sustainable development for a long time. Read more.

MEET OUR NEW CTF RESEARCHERS
We are happy to welcome Professor Christina Öberg, and postdoctoral researchers Javaneh Mehran and Agnieszka Kitowska to CTF. Click on the links to learn more about our new colleagues.

SELECTED CTF PUBLICATIONS
All CTF publications are listed at: ctf.kau.se/en.

• Arsenovic, J., De Keyser, A., Edvardsson, B., Tronvoll, B., & Gruber, T. (2021). Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes, Journal of Business Research, Vol. 134, pp. 342-351. doi.org/10.1016/j.jbusres.2021.05.031.
• Bolton, R. N., Gustafsson, A., Tarasi, C.O., & Witell, L. (2021) Managing A Global Retail Brand in Different Markets: Meta-Analyses of Customer Responses to Service Encounters, Journal of Retailing, Vol 97, Issue 1, doi.org/10.1016/j.jretai.2021.03.004.
• Echeverri, P. (2021). Not so ‘Eco’Service Ecosystems: Value Co-destruction Practices Affecting Vulnerable Patients in Special Transport. Journal of Creating Value, Vol. 7(1), pp. 103-116. doi.org/10.1177%2F23949643211012137
• Edlom, J., & Karlsson, J. (2021). Hang with Me—Exploring Fandom, Brandom, and the Experiences and Motivations for Value Co-Creation in a Music Fan Community, International Journal of Music Business Research, Vol.10, no.1, pp.17-31. doi.org/10.2478/ijmbr-2021-0003.
• Klenner, N., Gemser, G., & Karpen, I.O. (2021). Entrepreneurial ways of designing and designerly ways of entrepreneuring: Exploring the relationship between design thinking and effectuation theory, Journal of Product Innovation Management, (forthcoming) doi.org/10.1111/jpim.12587.
• Skarin F., Wästlund, E., & Gustafsson, H. (2021). Maintaining or Losing Intervention-Induced Health-Related Behavior Change. A Mixed Methods Field Study. Frontiers in Psychology, DOI: 10.3389/fpsyg.2021.688192.

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