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|Authors:||Bo Edvardsson: CTF-Service Research Center, Karlstad University, Karlstad, Sweden|
|Bo Enquist: CTF-Service Research Center, Karlstad University, Karlstad, Sweden|
|Publication title:||Values-based Service for Sustainable Business: Lessons from the retailers IKEA, Starbucks, H&M and Body Shop|
|Conference:||11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence, 20–22 August, 2008 in Helsingborg, Sweden|
|Abstract:||Aim: The aim of this paper is to explore the role of values-based service for sustainable busi-ness. The two basic questions addressed are: What is ‘values-based service’? How can values create value for customers and other stakeholders?|
Design methodology approach: This paper is based on extensive empirical studies focusing on the role of values at the corporate, country and store levels in the retail company IKEA and a comparison of the results with data from Starbucks, H&M and Body Shop. The theoretical point of departure is a business model based on the service-dominant logic (SDL) on the one hand and control through values focusing on social and environmental values forming the basis for a sustainable business.
Findings: Based on a comparative, inductive empirical analysis, five principles for a sustain-able values-based service business were identified: (1) Strong company values drive customer value, (2) CSR as a strategy for sustainable service business, (3) Values-based service expe-rience for co-creating value with customers, (4) Values-based service brand and communica-tion for values resonance and (5) Values-based service leadership for living the values. A company built on an entrepreneurial business model often has the original entrepreneur’s va-lues and leadership style as a model for future generations of leaders. However, the challenge for subsequent leaders is to develop these values and communicate what they mean today.
Orginality value: We suggest a new framework for managing values-based service to create a sustainable business based on values resonance.
|Keywords:||Values-based service, corporate values, foundation values, CSR, value-in-use, values resonance, sustainable service business, service experience, service brand and commu-nication, service leadership|
|No. of pages:||12|
|Series:||Linköping Electronic Conference Proceedings|
|Publisher:||Linköping University Electronic Press, Linköpings universitet|
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