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  • 1.
    Bengtson, Anna
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Havila, Virpi
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Poblete, Léon
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Corporate acquisitions and Reactivation of Business Relationships: The importance of relationship infrastructure2015In: Proceedings of the 31st IMP Conference, Kolding, Denmark, 2015, 2015Conference paper (Refereed)
  • 2.
    Gebert Persson, Sabine
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Faktorer som påverkar kommunikation och distribution av finansiella tjänster via Internet2013In: Nordisk försäkringstidskrift, no 2Article in journal (Other (popular science, discussion, etc.))
  • 3.
    Gebert Persson, Sabine
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Using online insurance services: a matter of trust, technology – or the relationship?2015In: ICRM 2015 Proceedings, 2015Conference paper (Refereed)
  • 4.
    Gebert Persson, Sabine
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Lundberg, Heléne
    Mittuniversitetet.
    Webbaserade tjänster och förtroende – vardagsmat för banker, utmaning för försäkringsbolag?2015In: Trovärdighet och förtroende i ekonomiska relationer / [ed] Peter Öhman, Heléne Lundberg, Lund: Studentlitteratur AB, 2015Chapter in book (Other academic)
  • 5.
    Gebert Persson, Sabine
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Sallis, James
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Lundberg, Heléne
    Mittuniversitetet, Sundsvall.
    The use or non-use of an online insurance service2014In: Proceedings of the 47th Academy of Marketing Conference, Bournemouth, UK, 2014Conference paper (Refereed)
  • 6.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Are Critical Episodes always Critical to a Stay-or-Switch Decision?2002In: QUIS 8 : quality in service : crossing borders / [ed] Steven Tax ... [et al.], Victoria, BC: University of Victoria, Faculty of Business , 2002Conference paper (Other academic)
  • 7.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Critical Business Episodes: The Criticality of Damage Adjustment Processes in Insurance Relationships2002Doctoral thesis, comprehensive summary (Other academic)
    Abstract [en]

    Corporate insurance relationships involve a highly intangible professional service which provides the corporate customer with risk reduction. Insurance services are here defined as being composed of two elements: the delivery of a feeling of security, and, in the event of a loss, the damage adjustment and claim settlement. The damage adjustment process is defined as a critical episode in the insurance relationship.

    The purpose of the thesis is to investigate corporate insurance relationships with special attention to critical episodes, in order to analyse the criticality of the episodes with respect to the relationship. The thesis draws on research on business-to-business relationships, services marketing, relationship marketing, and insurance services in a service quality perspective. The critical episode is seen as a normal but unpredictable entity within the relationship, that may influence the overall relationship character in a significant way. The potential of the critical episode to affect the development of the business relationship is however not only determined by the episode itself, as its criticality is moderated by the character of the relationship and the relationship context.

    Qualitative case studies of four corporate insurance relationships were conducted, based on interviews with several informants in the customer companies. The informants' perceptions of the damage adjustment process were studied and analysed, as well as their perceptions of and intentions regarding the overall insurance relationship. The findings of the empirical study indicate that in these four cases, the damage adjustment process was indeed critical to the overall insurance relationship. Nevertheless, the influence of the character of the insurance relationship as it had evolved over time was at least equally important. Moreover, in one of the cases, factors in the relationship context not only moderated, but actually determined the future relationship development, thereby overruling the influence of the character of the relationship and the influence of the critical episode.

    The criticality of a critical business episode can only be assessed when analysing the whole entity of the episode in relation to the overall character and context of the relationship in which it occurs. The contributions of the thesis regard customer-perceived insurance relationships in a business-to-business setting as well as critical episodes in business relationships generally.

  • 8.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Critical Episodes in Corporate Insurance Relationships: The Paperpulp Case2001In: Proceedings of the 17th Annual IMP Conference, Oslo, Norway, September 9-11, 2001, 2001Conference paper (Other (popular science, discussion, etc.))
  • 9.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Criticality of Critical Episodes in Long-Term, Low-Frequency Relationships2002Conference paper (Other (popular science, discussion, etc.))
  • 10.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Envisioning Potential Value Creation through Managing Resource Becoming2016In: What's ahead in business research: New perspectives for business and Society / [ed] Russo-Spena, Tiziana & Mele, Cristina, 2016Conference paper (Refereed)
    Abstract [en]

    Within a research context of resuming business, the purpose of this paper is to elaborate on the issue of potentiality of dormant resources for actor to actor (A2A) value creation following business closure, also developing a discussion on resource becoming. On the issue of identifying and acknowledging potential resources when resuming business, we see resource becoming as contingent on acknowledging potential resources, using previous experience of combing resources, and envisioning future resource integration for value creation. Equally we argue that reconfiguring resources is essential to resource becoming. As an illustration for our discussion we use a case study of a re-opened Swedish iron-ore mine after twenty years of closure.

  • 11.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Försäkringsrelationen – nyckeln till upplevd kvalitet i sanningens minut2003In: Nordisk Försäkringstidskrift (NFT), Vol. 84, no 2, p. 191-197Article in journal (Refereed)
  • 12.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Reconfiguring Dormant Resources in Resumed business: A2A Value Creation in a Mining Context2015In: Proceedings of the 2015 Naples Forum on Service / [ed] Gummesson, Evert; Mele, Christina; Polese, Francesco, 2015Conference paper (Refereed)
  • 13.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Relationship Management in Insurance Marketing1998In: EDEN Seminar on Managerial Issues in Marketing, 1998Conference paper (Other academic)
  • 14.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies. University of Adelaide Business School, Adelaide, Australia.
    Resource Becoming for Value Creation2017In: ANZMAC Conference Proceedings, ISSN 1447-3275Article in journal (Refereed)
  • 15.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Tjänstelogik i modern marknadsföring2013In: Marknadsföring - så mycket mer än reklam / [ed] Pahlberg, Cecilia och Anna Bengtson, Lund: Studentlitteratur, 2013Chapter in book (Other academic)
  • 16.
    Gidhagen, Mikael
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Gebert Persson, Sabine
    Department of Social Sciencies, Mid Sweden University, Sundsvall.
    Determinants of Digitally Instigated Insurance Relationships2011In: International Journal of Bank Marketing, ISSN 0265-2323, E-ISSN 1758-5937, Vol. 29, no 7, p. 517-534Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this article is to develop a conceptual model for explaining insurance customers’ intentions towards using the Internet as a channel for communication and interaction with insurance companies by integrating Technology Acceptance Model (TAM) and trust.

    Design/methodology/approach - The article seeks to conceptually develop an integrated framework for studying and measuring the perceptions of customers towards using the Internet as a source of communication and interaction. The TAM model is taken as a point of departure where trust and trustworthiness, being essential in insurance relationships, have been included in the model. Trust is divided into perceived competence, perceived benevolence and perceived integrity, which in turn effect whether the customer will find the firm trustworthy or not. A second dimension that is developed in this paper is the disposition to trust, which is defined as a customer-related factor. This disposition to trust is in turn affected by the customer’s Internet knowledge and product knowledge.

    Findings - The article contributes by developing the model for understanding and explaining factors that affect customer’s attitudes and intentions towards on-line interactions. By emphasizing Internet-, Customer- and Firm-related factors, it would arguably be possible to explain factors that affect trust, and trustworthiness, as well as the customer’s attitudes towards the Organization and the communication and distribution Channel while also integrating the customer-specific factors.

    Research limitations - The model developed in this article is conceptual and needs to be tested empirically.

    Originality/value - The findings of this paper will serve as a basis for further research aiming at answering the research question on what factors affect customers’ attitudes towards using the Internet as an interface within the financial services sector. It also contributes to practices by identifying and defining factors that can affect trust in relationships as well as the choice of communication and distribution channels depending on customers’ attitudes.

  • 17.
    Gidhagen, Mikael
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Gebert Persson, Sabine
    School of Economics and Social Sciences, Dalarna University.
    Digitally instigated relationship dynamism in insurance relationships2010In: NoRD 2010 proceedings / [ed] Virpi Havila, 2010Conference paper (Other academic)
  • 18.
    Gidhagen, Mikael
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Havila, Virpi
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    From Business Remains to Reactivated Relationships2016In: Extending Business Network Approach: New Territories, New Technologies, New Terms / [ed] Peter Thilenius, Cecilia Pahlberg, Virpi Havila, London: Palgrave Macmillan, 2016, p. 269-282Chapter in book (Refereed)
    Abstract [en]

    Over the years, research has covered many different aspects of business relationships; for example, there are streams investigating relationship initiation (e.g., Edvardsson et al. 2008), relationship development (e.g., Dwyer et al. 1987), critical episodes in relationships (e.g., Gidhagen 2002), relationship termination (e.g., Alajoutsijärvi et al. 2000), as well as network effects of relationships (e.g., Håkansson and Snehota 1995). However, there are few studies that focus on the time after a business relationship is terminated. A practical explanation may be the difficulty to study something ‘that is not,’ given, for instance, the reluctance to discuss any termination processes, or even problems of finding anyone with memories of the past. Another reason is of course that there may be considered little rationale in analysing something that is no more. However, this no-longer-existing business relationship may indeed be turned into ‘something’ again—once terminated, and later reactivated. In such a situation, the former relationship, its termination and also the time between termination and reactivation are all important aspects to consider.

  • 19.
    Gidhagen, Mikael
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Havila, Virpi
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Resuming Ended Business Relationships: The Impact of Relationship Remains2014In: Proceedings of the 30th IMP Conference, Bordeaux, France 2014, 2014Conference paper (Refereed)
  • 20.
    Gidhagen, Mikael
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Havila, Virpi
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Resuming Terminated Relationships: The Impact of Relationship Remains2013In: EMAC 2013 Proceedings, 2013Conference paper (Refereed)
  • 21.
    Gidhagen, Mikael
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Havila, Virpi
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    The Importance of Relationship Remains?2012In: Nordic Workshop on Relationship Dynamics, NoRD 2012 proceedings, 2012Conference paper (Other academic)
  • 22.
    Gidhagen, Mikael
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Havila, Virpi
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    The Significance of Critical Business Episodes: Internal and External Criticality2005In: 34th EMAC Conference Proceedings, Milano, 2005, p. 6-Conference paper (Refereed)
  • 23.
    Gidhagen, Mikael
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Havila, Virpi
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Christopher J., Medlin
    University of Adelaide Business School.
    Activating Dormant Resources: Two cases of business reconfiguring2014In: IMP Asia Conference 2014, 2014Conference paper (Refereed)
  • 24.
    Gidhagen, Mikael
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Havila, Virpi
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Medlin, Christopher J.
    University of Adelaide Business School.
    Business closure – what’s next? Two cases of reconfiguring business networks2014Conference paper (Other academic)
  • 25.
    Gidhagen, Mikael
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Havila, Virpi
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Medlin, Christopher J.
    University of Adelaide Business School.
    Reconfiguring Resources when Resuming Business2015In: ANZMAC 2015 Proceedings, 2015Conference paper (Refereed)
  • 26.
    Gidhagen, Mikael
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Persson Ridell, Oscar
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Röndell, Jimmie
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Sörhammar, David
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Provider Value in Reciprocal Value Creation2012In: AMA SERVSIG 2012, 2012Conference paper (Refereed)
  • 27.
    Gidhagen, Mikael
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Persson Ridell, Oscar
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Sörhammar, David
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    From Firm to Blurred: The Service Logic Effect on Firm Boundaries: The Case of Orchestrating Value Co-Creation in the Video Game Industry2010In: AMA SERVSIG 2010: Proceedings / [ed] Lia Patrício, 2010Conference paper (Other academic)
  • 28.
    Gidhagen, Mikael
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Persson Ridell, Oscar
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Sörhammar, David
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    The Orchestrating Firm: Value Creation in the Video Game Industry2011In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 21, no 4, p. 392-409Article in journal (Refereed)
    Abstract [en]

    Purpose – The objective of this paper is to present an empirically founded outline of value creation and the orchestration of this process.

    Design/Methodology/Approach – A qualitative study of the video game industry was undertaken for which data were collected through use of both primary and secondary sources. The gathered data enabled a categorization of the industry, from both a user and a firm perspective, into different archetypical modes of value creation.

    Findings – The study adds to the understanding of value creation by illustrating that a firm can orchestrate the process through which value is created by being: (1) an inspirator; (2) an attendant, and; (3) a facilitator. In illustrating the continuity of this process, the paper introduces the orchestrating firm and the value emergence process.

    Research implications/limitations – In describing the modes through which interaction occurs within the video game industry, the paper provides an outline which can be used for investigations of value creation. This industry holds, however, certain features making the arguments presented in need of further research.

    Practical implications – Based on the empirical findings, an outline is provided for the allocation and deployment of internal resources in order to enable continuous value creation.

    Originality/Value – The paper empirically exemplifies how value creation is orchestrated by developing firms within the video game industry, and illustrates value creation as a continuous process; a value emergence process.

  • 29.
    Gidhagen, Mikael
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Röndell, Jimmie G.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Sörhammar, David
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Communities as Resource-Integrating Actors2013In: QUIS 13: Service Excellence in Management, 2013, p. 105-106Conference paper (Refereed)
  • 30.
    Gidhagen, Mikael
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Röndell, Jimmie
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Sörhammar, David
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    The Online Community as a Vehicle for Mutually Beneficial Value Creation2013In: The 2013 Naples Forum on Service, Proceedings: Service Dominant logic, Network & Systems Theory and Service Science: Integrating three perspectives for a new service agenda, 2013Conference paper (Other academic)
  • 31.
    Gidhagen, Mikael
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Sörhammar, David
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Röndell, Jimmie G.
    Mälardalens högskola.
    Modern Media and the Role of the Dialogue for External Effectiveness2015In: Proceedings of the 2015 Naples Forum on Service / [ed] Gummesson, Evert; Mele, Christina; Polese, Francesco, 2015Conference paper (Refereed)
  • 32.
    Gidhagen, Mikael
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Thunman, Carl G.
    Forskning om marknadsföring i försäkringsbranschen1998In: Nordisk Försäkringstidskrift, Vol. 79, no 1, p. 53-58Article in journal (Refereed)
  • 33.
    Gidhagen, Mikael
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Thunman, Carl G.
    Improving Banking Relationships with Small Companies1999In: Journal of Professional Services Marketing, ISSN 0748-4623, Vol. 18, no 1, p. 65-75Article in journal (Refereed)
    Abstract [en]

    In this article it is argued that the dealings between small companies and their banks consist of a number of relationship elements. Because today most banks employ some kind of relationship banking, there is a need to further conceptualise the relevant dimensions in implementing such an approach. In a recent study ten small companies in the Stockholm area were interviewed. The results indicate that the account manager in the bank proved to be the crucial person in the customer-bank relationship and that banks can organise their activities and promotion in a supportive way. There is a large potential for improvements in banks in several countries regarding their relationships with small companies.

  • 34.
    Jansson, Johan
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Social and Economic Geography.
    Gebert Persson, Sabine
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Ågren, Karin
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Economic History.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Sörhammar, David
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    I besökarens fotspår: Pilotstudie av besöksnäringen i Uppsala län2015Report (Other academic)
  • 35.
    Johansson, Niklas
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Kaiserlidis, Leon Michael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Analysing Service Recovery in an IT-based Service Setting2005In: Studies in Business Networks: Some Thoughts on IT and Internationalization / [ed] Peter Thilenius and Amjad Hadjikhani, Västerås: Mälardalens högskola, Ekonomihögskolan , 2005, p. 137-153Chapter in book (Other academic)
  • 36.
    Röndell, Jimmie G.
    et al.
    Mälardalens högskola.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Sörhammar, David
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Försäljningsprocesser som kunskapsgenerering: Konceptuella insikter och praktiska utsikter2013Report (Other academic)
  • 37. Röndell, Jimmie G.
    et al.
    Sörhammar, David
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies. Uppsala universitet.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Co-governance in the consumer engagement process: facilitating multi-beneficial value creation2016In: Journal of Strategic Marketing, ISSN 0965-254X, E-ISSN 1466-4488, Vol. 24, no 3-4, p. 327-345Article in journal (Refereed)
    Abstract [en]

    This paper explores how consumer engagement (CE) in new media can become part of and support the everyday life of companies. Paradoxically, facilitating consumers’ engagement in activities such as co-developing products also implies companies ceding control over their value proposition to consumers. Subsequently, this evokes the issue of management or self-management of the CE process, making it vital to address the challenges of governing the facilitation of value co-creation in service ecosystems. By contextualising how activities within, and the co-governance of, the CE process are manifested, this paper discusses if and how consumers’ new media activities may offer multi-beneficial opportunities for value creation to both social and economic actors within a service ecosystem. The paper furthers the understanding of co-governance as a nexus, facilitating the CE process, which is essential for generating benefits for supplying companies, beyond traditional aspects of collaboration, monetary gains and loyal customers.

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