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Lagrosen, Y. & Lagrosen, S. (2017). Aesthetic service quality: a study of a symphony orchestra. Total Quality Management and Business Excellence, 28(3-4), 318-330
Open this publication in new window or tab >>Aesthetic service quality: a study of a symphony orchestra
2017 (English)In: Total Quality Management and Business Excellence, ISSN 1478-3363, E-ISSN 1478-3371, Vol. 28, no 3-4, p. 318-330Article in journal (Refereed) Published
Abstract [en]

The purpose of this paper is to explore service quality in classical music, to relate the findings to the essence of Beauty that Kant, Plato and others describe and to discuss the implications for practice and research regarding aesthetical organisations. Some of the views of Beauty held by Plato and Kant are described and related to the theories of service quality, particularly the fundamental premises of the service dominant logic of marketing. An empirical study has been carried out at the Gothenburg Symphony Orchestra. In-depth interviews with members of the orchestra have provided qualitative data that have been analysed. The musicians’ views of quality in classical music are described. The findings are related to the philosophical theories of beauty and to the service quality theory. A model of quality dimensions in classical music is proposed. The findings of the study provide a vantage point for better understanding of the relationship between aesthetics and service quality. Service quality in music has not previously been studied and related to aesthetical theory. A limitation is that the study has only been carried out in one orchestra in one country. For managers of organisations with aesthetic activities, the study provides guidance into how service quality can be seen and handled.

Place, publisher, year, edition, pages
Taylor & Francis Group, 2017
Keywords
Beauty, Service quality, Service dominant logic of marketing, Aesthetics, Classical music, Kant, Plato
National Category
Business Administration
Research subject
Economy, Business administration
Identifiers
urn:nbn:se:lnu:diva-59706 (URN)10.1080/14783363.2015.1082419 (DOI)000397039800006 ()
Available from: 2017-01-09 Created: 2017-01-09 Last updated: 2017-11-29Bibliographically approved
Lagrosen, S. (2017). Entrepreneurship in an emerging economy - a retrospective analysis of Swedish entrepreneurs. In: 2nd Business & Entrepreneurial Economics (BEE) Conference: . Paper presented at 2nd Business & Entrepreneurial Economics (BEE) Conference, 24th to 26th May 2017, Brijuni National Park, Croatia. University of Zagreb
Open this publication in new window or tab >>Entrepreneurship in an emerging economy - a retrospective analysis of Swedish entrepreneurs
2017 (English)In: 2nd Business & Entrepreneurial Economics (BEE) Conference, University of Zagreb , 2017Conference paper, Published paper (Refereed)
Place, publisher, year, edition, pages
University of Zagreb, 2017
National Category
Business Administration
Research subject
Economy, Business administration
Identifiers
urn:nbn:se:lnu:diva-75634 (URN)
Conference
2nd Business & Entrepreneurial Economics (BEE) Conference, 24th to 26th May 2017, Brijuni National Park, Croatia
Note

Ej belagd 20180612

Available from: 2018-06-12 Created: 2018-06-12 Last updated: 2018-06-15Bibliographically approved
Lagrosen, S. (2017). India's Ayurveda health system: Implications for western workplace health. In: Kristina Myrvold and Soniya Billore (Ed.), India: research on cultural encounters and representations at Linnaeus University (pp. 215-242). Makadam Förlag
Open this publication in new window or tab >>India's Ayurveda health system: Implications for western workplace health
2017 (English)In: India: research on cultural encounters and representations at Linnaeus University / [ed] Kristina Myrvold and Soniya Billore, Makadam Förlag, 2017, p. 215-242Chapter in book (Other academic)
Place, publisher, year, edition, pages
Makadam Förlag, 2017
National Category
Business Administration
Research subject
Economy, Business administration
Identifiers
urn:nbn:se:lnu:diva-75631 (URN)978-91-7061-253-4 (ISBN)
Available from: 2018-06-12 Created: 2018-06-12 Last updated: 2018-06-12Bibliographically approved
Lagrosen, S. (2017). Quality through accreditation. International Journal of Quality and Service Sciences, 9(3/4), 469-483
Open this publication in new window or tab >>Quality through accreditation
2017 (English)In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 9, no 3/4, p. 469-483Article in journal (Refereed) Published
Abstract [en]

Purpose

The paper concerns the three main accreditation standards for business schools: EQUIS, AACSB and AMBA. The purpose of this paper is to analyse these standards for accreditation from a quality management standpoint.

Design/methodology/approach

The study is a conceptual review and analysis of the three standards mentioned above from the perspective of quality management. The constant comparative method from the grounded theory approach has been used to generate categories from the two major quality award models, which are then compared with the criteria of the accreditation models.

Findings

The findings show the conceptual quality implications of the three main accreditations. The accreditation models are in line with the tenets of quality management but have a greater focus on production and to a somewhat lesser extent on the people.

Research limitations/implications

One limitation is that the study is only conceptual. Furthermore, the study is limited to the models of quality management and accreditation that have been analysed. Although these are the most common, there are others that could have been included. The research implication mainly lies in an increased conceptual understanding for the quality implications of business school accreditation.

Practical implications

The results of the study will be useful for managers of business schools undergoing or contemplating entering into an accreditation process.

Originality/value

The number of business schools undergoing accreditation is increasing rapidly. Thus, increased knowledge of the conceptual implications of such processes should be valuable.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2017
Keywords
AACSB, Quality management, Accreditation, Business schools, EFQM excellence model, EQUIS
National Category
Business Administration
Research subject
Economy, Business administration
Identifiers
urn:nbn:se:lnu:diva-68094 (URN)10.1108/IJQSS-02-2017-0010 (DOI)000413093900017 ()
Available from: 2017-09-25 Created: 2017-09-25 Last updated: 2018-04-04Bibliographically approved
Lagrosen, S. (2017). Social media and quality management - exploring the connections. In: 20th QMOD international conference: . Paper presented at 20th QMOD international conference, Helsingör, Denmark, 4-7 August, 2017. QMOD
Open this publication in new window or tab >>Social media and quality management - exploring the connections
2017 (English)In: 20th QMOD international conference, QMOD , 2017Conference paper, Published paper (Refereed)
Place, publisher, year, edition, pages
QMOD, 2017
National Category
Business Administration
Research subject
Economy, Business administration
Identifiers
urn:nbn:se:lnu:diva-75633 (URN)
Conference
20th QMOD international conference, Helsingör, Denmark, 4-7 August, 2017
Available from: 2018-06-12 Created: 2018-06-12 Last updated: 2018-06-15Bibliographically approved
Lagrosen, Y. & Lagrosen, S. (2016). Customer perceptions of quality: a study in the SPA industry. European Business Review, 28(6), 657-675
Open this publication in new window or tab >>Customer perceptions of quality: a study in the SPA industry
2016 (English)In: European Business Review, ISSN 0955-534X, E-ISSN 1758-7107, Vol. 28, no 6, p. 657-675Article in journal (Refereed) Published
Abstract [en]

Purpose

The purpose of this study is to explore dimensions of customer perceptions of factors important for a quality experience in the SPA industry and to assess service quality implications for these dimensions.

Design/methodology/approach

The empirical study involved seven Swedish SPA hotels. The first part was qualitative, consisting of seven focus-group interviews with hotel guests. In addition, service providers’ perceptions of customer quality were collected through seven quality cafés. The qualitative parts were analysed with the constant comparative technique from the grounded theory approach. Based on the findings from the interviews, a questionnaire was delivered to 400 randomly accessed women. The responses were analysed with exploratory factor analysis and cluster analysis.

Findings

The focus-group interviews showed that the customers’ perception of quality could be expressed in the following dimensions: physical effects, mental effects, pleasure and flexibility. The dimensions for customer quality seen from the staff’s perspective were treatments, climate and the SPA facility itself. The exploratory factor analysis defined the following underlying factors: enjoyment, treatments, practicality, fitness, cost and calm. The cluster analysis resulted in four groups of customer profiles: the more of everything group, the enjoyers, the savers and the fitness freaks.

Research limitations/implications

A limitation is that the study has only been carried out in one country. The main implication for research is a better understanding of quality dimensions and perceptions of service quality in the SPA industry.

Practical implications

The study provides a comprehensive insight into the dimensions of quality for SPA visitors. Moreover, four distinct groups of customers have been identified. This knowledge should be useful for SPA managers.

Originality/value

Only limited amounts of research have previously been carried out in the SPA industry. The paper provides a framework depicting perceptions of quality dimensions in SPA hotels.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2016
Keywords
Service quality, Grounded theory, Quality dimensions, SPA hotels, SPA industry
National Category
Business Administration
Research subject
Economy, Business administration
Identifiers
urn:nbn:se:lnu:diva-58139 (URN)10.1108/EBR-05-2016-0070 (DOI)000386792300003 ()2-s2.0-84992018166 (Scopus ID)
Funder
Knowledge Foundation
Available from: 2016-11-15 Created: 2016-11-15 Last updated: 2018-04-13Bibliographically approved
Lagrosen, S. (2016). Quality through accreditation. In: Su Mi Dahlgaard-Park & Jens J. Dahlgaard (Ed.), 19th QMOD Proceedings: International Conference on Quality and Service Sciences. Paper presented at 19th QMOD International Conference, Rome, Italy, 21-23.09.2016. Lund: Lund University Library Press
Open this publication in new window or tab >>Quality through accreditation
2016 (English)In: 19th QMOD Proceedings: International Conference on Quality and Service Sciences / [ed] Su Mi Dahlgaard-Park & Jens J. Dahlgaard, Lund: Lund University Library Press , 2016Conference paper, Published paper (Refereed)
Place, publisher, year, edition, pages
Lund: Lund University Library Press, 2016
National Category
Business Administration
Research subject
Economy, Business administration
Identifiers
urn:nbn:se:lnu:diva-62974 (URN)978-91-7623-086-2 (ISBN)
Conference
19th QMOD International Conference, Rome, Italy, 21-23.09.2016
Available from: 2017-05-08 Created: 2017-05-08 Last updated: 2017-05-09Bibliographically approved
Lagrosen, Y. & Lagrosen, S. (2015). Entrepreneurial Learning for Quality and Competitiveness: A Study in the Spa-Industry. In: Renata Paola Dameri, Roberto Garelli, Marina Resta (Ed.), Proceedings of the 10th European Conference on Innovation and Entrepreneurship: University of Genoa, Italy, 17-18 September 2015. Paper presented at 10th European Conference on Innovation and Entrepreneurship (pp. 392-399). Academic Conferences Limited
Open this publication in new window or tab >>Entrepreneurial Learning for Quality and Competitiveness: A Study in the Spa-Industry
2015 (English)In: Proceedings of the 10th European Conference on Innovation and Entrepreneurship: University of Genoa, Italy, 17-18 September 2015 / [ed] Renata Paola Dameri, Roberto Garelli, Marina Resta, Academic Conferences Limited, 2015, p. 392-399Conference paper, Published paper (Refereed)
Abstract [en]

The connection between well-functioning quality management and competitiveness has been established. Moreover, research has found that the success of quality management efforts is dependent on the values held by management and employees in the organisations. Consequently, there is a connection to organisational culture and organisational learning. Quality management is sometimes accused of only promoting incremental improvements while entrepreneurial learning is seen as a way of promoting truly innovative improvements in organisations. Combining entrepreneurial learning and quality management is, however, not obvious since they have aspects that may be contradictory. Nevertheless, organisational learning theories are often addressed in recent quality management literature and such attempts have often been found to be fruitful. Consequently, introducing entrepreneurial learning aspects in the quality management field might further its development. Exploring ways of combining these fields and perhaps finding a common ground should thus be valuable. The study reported in this paper has been carried out in the Swedish spa-industry. The purpose has been to explore if and how entrepreneurial learning can contribute to the management of quality in the companies. Case studies have been carried out at seven leading spa-hotels which have formed a learning network. Qualitative methods of data collection have been used including in-depth interviews, participant observation, seminars and a novel method called the quality café. The results are presented and a framework for entrepreneurial learning driven quality management is proposed.

Place, publisher, year, edition, pages
Academic Conferences Limited, 2015
Series
Proceedings of the European Conference on Entrepreneurship and Innovation, ISSN 2049-1050
Keywords
entrepreneurial learning, entrepreneurship, quality management, organisational learning, spa-industry
National Category
Business Administration
Research subject
Economy, Business administration
Identifiers
urn:nbn:se:lnu:diva-46597 (URN)000371978800046 ()2-s2.0-84994187822 (Scopus ID)9781910810507 (ISBN)
Conference
10th European Conference on Innovation and Entrepreneurship
Available from: 2015-10-02 Created: 2015-10-02 Last updated: 2017-03-24Bibliographically approved
Lagrosen, S., Lagrosen, Y. & Lind, L. (2015). Health leadership in the wellness industry. In: Coral Ingley, James Lockhart (Ed.), Proceedings of the 3rd International Conference on Management, Leadership and Governance ICMLG 2015: Co-hosted by Massey University and Auckland University of Technology (AUT) Auckland, New Zealand, 12-13 February 2015. Paper presented at 3rd International Conference on Management, Leadership and Governance ICMLG 2015, Co-hosted by Massey University and Auckland University of Technology (AUT) Auckland, New Zealand, 12-13 February 2015 (pp. 167-174). Academic Conferences and Publishing International
Open this publication in new window or tab >>Health leadership in the wellness industry
2015 (English)In: Proceedings of the 3rd International Conference on Management, Leadership and Governance ICMLG 2015: Co-hosted by Massey University and Auckland University of Technology (AUT) Auckland, New Zealand, 12-13 February 2015 / [ed] Coral Ingley, James Lockhart, Academic Conferences and Publishing International , 2015, p. 167-174Conference paper, Published paper (Refereed)
Abstract [en]

This paper reports a study carried out in the Swedish wellness sector. This is an industry that is expanding in most parts of the world. Nevertheless, only limited amounts of research has been carried out in this industry in contrast to the health sector and the wider hospitality sector which both have attracted substantial amounts of research. Since one of the missions of the wellness industry is to improve the health of thec ustomers, it should be vital that the work environment of the employees is conducive for health. In a separate development, quality management practices have been found to be related to better health among the employees. Dimensions of health promoting quality leadership have been defined in previous research. The purpose of the present study was to identify dimensions of work place health in the wellness industry and relate them to the dimensions of health promoting quality leadership. An empirical study involving seven leading spa hotels in southern and western Sweden has been carried out. The first part of the study was qualitative and consisted of quality cafés carried out at each of the hotels. The quality café is a novel method which has the world café method as its basis, combined with quality management techniques. Between 11 and 16 participants participated in the cafés. Based on the findings from the quality cafés, a questionnaire was developed. The questionnaire was returned by 92 employees of the hotels.

The findings from the study include a definition of five major health dimensions for the employees. Happiness, Kinship, Respect, Physical health conditions, Control

In the quantitative phase, the dimensions were found to be statistically consistent and correlated with the self reported health of the respondents. The findings are related to health promotion theory and the health promoting quality leadership dimensions which previous research has defined as: Empathy, Presence and communication, Integrity, Continuity.

Based on the comparative analysis of the two sets of dimensions and the theory within health promotion, a framework for health leadership in the wellness industry is proposed.

Place, publisher, year, edition, pages
Academic Conferences and Publishing International, 2015
Series
Proceedings of the International Conference on Management Leadership and Governance, ISSN 2049-6818
Keywords
workplace health, leadership, quality management, quality café, wellness
National Category
Business Administration
Research subject
Economy, Business administration
Identifiers
urn:nbn:se:lnu:diva-41050 (URN)000380588400021 ()978-1-910309-86-5 (ISBN)
Conference
3rd International Conference on Management, Leadership and Governance ICMLG 2015, Co-hosted by Massey University and Auckland University of Technology (AUT) Auckland, New Zealand, 12-13 February 2015
Available from: 2015-03-20 Created: 2015-03-20 Last updated: 2016-11-15Bibliographically approved
Lagrosen, S. (2015). Quality Circles and Autonomous Teams. In: Su Mi Dahlgaard-Park (Ed.), The SAGE Encyclopedia of Quality and the Service Economy: (pp. 568-569). Sage Publications
Open this publication in new window or tab >>Quality Circles and Autonomous Teams
2015 (English)In: The SAGE Encyclopedia of Quality and the Service Economy / [ed] Su Mi Dahlgaard-Park, Sage Publications, 2015, p. 568-569Chapter in book (Refereed)
Abstract [en]

Society, globally, has entered into what might be called the “service economy.” Services now constitute the largest share of GDP in most countries and provide the major source of employment in both developed and developing countries. Services permeate all aspects of peoples’ lives and are becoming inseparable from most aspects of economic activity. “Quality management” has been a dominating managerial practice since World War II. With quality management initially associated with manufacturing industries, one might assume the relevance of quality management might decrease with the emergence of the service economy. To the contrary, the emergence of the service economy strengthened the importance of quality issues, which no longer are associated only with manufacturing industries but are increasingly applied in all service sectors, as well. Today, we talk not only about product or service quality but have even expanded the framework of quality to quality of life and quality of environment. Thus, quality and services have emerged in parallel as closely interrelated fields. The Encyclopedia of Quality and the Service Economy explores such relevant questions as: What are the characteristics, nature, and definitions of quality and services? How do we define quality of products, quality of services, or quality of life? How are services distinguished from goods? How do we measure various aspects of quality and services? How can products and service quality be managed most effectively and efficiently? What is the role of customers in creation of values? These questions and more are explored within the pages of this two-volume, A-to-Z reference work.

Place, publisher, year, edition, pages
Sage Publications, 2015
National Category
Business Administration
Research subject
Economy, Organisation theory
Identifiers
urn:nbn:se:lnu:diva-45721 (URN)9781452256726 (ISBN)
Available from: 2015-08-17 Created: 2015-08-17 Last updated: 2016-11-15Bibliographically approved
Organisations
Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0003-3310-305X

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