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Lagrosen, Y. & Lagrosen, S. (2017). Aesthetic service quality: a study of a symphony orchestra. Total quality management and business excellence (Online), 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 (Online), 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
Routledge, 2017
Keyword
Beauty; service quality; service dominant logic of marketing; aesthetics; classical music; Kant; Plato
National Category
Reliability and Maintenance
Research subject
ENGINEERING, Quality management
Identifiers
urn:nbn:se:hv:diva-10912 (URN)10.1080/14783363.2015.1082419 (DOI)000397039800006 ()2-s2.0-84940782309 (Scopus ID)
Available from: 2017-04-19 Created: 2017-04-19 Last updated: 2017-12-15Bibliographically approved
Lagrosen, Y. & Axgärde, Å. (2017). External customer satisfaction through team-development based on appreciative inquiry. In: : . Paper presented at 20th QMOD Conference, 5-7/8, Elsinore, Denmark.. .
Open this publication in new window or tab >>External customer satisfaction through team-development based on appreciative inquiry
2017 (English)Conference paper, Oral presentation only (Refereed)
National Category
Engineering and Technology
Research subject
ENGINEERING, Quality management
Identifiers
urn:nbn:se:hv:diva-11586 (URN)
Conference
20th QMOD Conference, 5-7/8, Elsinore, Denmark.
Available from: 2017-09-20 Created: 2017-09-20 Last updated: 2017-10-20Bibliographically approved
Lagrosen, Y. (2017). The Quality Café: developing the World-Café method for organizational learning by including quality management tools. Total quality management and business excellence (Online), 1-13.
Open this publication in new window or tab >>The Quality Café: developing the World-Café method for organizational learning by including quality management tools
2017 (English)In: Total quality management and business excellence (Online), ISSN 1478-3363, E-ISSN 1478-3371, p. 1-13Article in journal (Refereed) Epub ahead of print
Abstract [en]

The purpose of this study was to examine the possibility of integrating the World Café method with the affinity diagram tool from quality management. The proposed combination is called the Quality Café. Quality Cafés were carried out at seven spa hotels, one municipality and two student organisations. The cafés were assessed with feedback seminars and questionnaires. The findings show that the method was appreciated by the participants. It contributed to profound dialogues with deepening insights, which stimulated creativity, increased understanding for quality issues and allowed a more holistic view. In addition, the method was experienced as enjoyable and in itself creating coherence. The findings were related to organisational learning theory and several connections were found. The Quality Café should be a useful method for researchers in social science as well as for practitioners. A limitation is that determining the specific effects of the Quality Café method compared to the original World Café is difficult.

Keyword
Quality management, World café, quality café, organizational learning, qualitative methodology
National Category
Engineering and Technology
Research subject
ENGINEERING, Quality management
Identifiers
urn:nbn:se:hv:diva-11584 (URN)10.1080/14783363.2017.1377606 (DOI)2-s2.0-85029604125 (Scopus ID)
Available from: 2017-09-20 Created: 2017-09-20 Last updated: 2017-12-05Bibliographically approved
Lagrosen, Y. & Lagrosen, S. (2016). A healthier working life: the importance of work-integrated learn-ing and physical exercise. In: Su Mi Dahlgaard-Park & Jens J. Dahlgaard (Ed.), 19th QMOD Proceedings. International Confernce on Qualtiy and Service Sciences. Building a Culture for Quality, Innovation and Sustainability, 21-23 September 2016, University of Roma Tre, Rome, Italy: . Paper presented at 19th QMOD-ICQSS Conference International Conference on Quality and Service Sciences (pp. 1738-1747). Lund.
Open this publication in new window or tab >>A healthier working life: the importance of work-integrated learn-ing and physical exercise
2016 (English)In: 19th QMOD Proceedings. International Confernce on Qualtiy and Service Sciences. Building a Culture for Quality, Innovation and Sustainability, 21-23 September 2016, University of Roma Tre, Rome, Italy / [ed] Su Mi Dahlgaard-Park & Jens J. Dahlgaard, Lund, 2016, p. 1738-1747Conference paper, Published paper (Refereed)
Abstract [en]

AbstractPurpose - The purpose of the paper is to explore the role of learning and physical exercise foremployee health from a quality management perspective. Possible correlations that exist betweenemployees' health, work-integrated learning, physical exercise and dimensions underlyingleadership commitment and participation are examined. A case study has been undertakenat a highly innovative company in Sweden. An additional aim is to examine the possibilities forimprovements for the company has as it is in an expansive state.Methodology/approach - The empirical data are derived from two focus group interviews withselected employees having different functions in the studied organisation and two in-depth interviews.Additionally, a questionnaire has been completed by all employees that were presentduring a company meeting. The interviews are analysed with a method inspired by groundedtheory. In addition a SWOT-analysis was carried out.Findings - The statistical analysis revealed significant correlations between the employees' healthand the dimensions development and being informed. Significant correlation was also found betweenthe employees' health and physical exercise during working hours as well as betweenemployee health and work integrated learning. Moreover, the interviews gave insights into theimportant role that physical exercise during the working day has for employee well-being.Research limitation/implication - Since this is a case study the possibility to generalise thefindings outside the company may be limited.Originality/value - The connection between employee health, work-integrated learning andphysical exercise for employees has not been very well examined in previous research.

Place, publisher, year, edition, pages
Lund: , 2016
Keyword
Work-integrated learning. Health. Physical exercise. SWOT-analysis
National Category
Work Sciences
Research subject
Work Integrated Learning
Identifiers
urn:nbn:se:hv:diva-10556 (URN)978-91-7623-086-2 (ISBN)
Conference
19th QMOD-ICQSS Conference International Conference on Quality and Service Sciences
Note

Författarens usb

Available from: 2017-01-12 Created: 2017-01-12 Last updated: 2017-01-16Bibliographically 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 cafes. 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 - Alimitation 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.

Keyword
Service quality; Grounded theory; Quality dimensions; SPA hotels; SPA industry
National Category
Business Administration Reliability and Maintenance
Research subject
SOCIAL SCIENCE, Business administration; ENGINEERING, Quality management
Identifiers
urn:nbn:se:hv:diva-10346 (URN)10.1108/EBR-05-2016-0070 (DOI)000386792300003 ()2-s2.0-84992018166 (Scopus ID)
Available from: 2016-12-19 Created: 2016-12-19 Last updated: 2017-11-29Bibliographically approved
Lagrosen, Y. & Travis, F. (2016). Developing a neuropsychological measurement to capture workplace learning. Journal of Modelling in Management, 11(3), 783-801.
Open this publication in new window or tab >>Developing a neuropsychological measurement to capture workplace learning
2016 (English)In: Journal of Modelling in Management, ISSN 1746-5664, E-ISSN 1746-5672, Vol. 11, no 3, p. 783-801Article in journal (Refereed) Published
Abstract [en]

Purpose - The purpose of the paper is to examine variables to be included in a measurement instrument which measures workplace learning related to recent research into quality management and brain functioning. Design/methodology/approach - A literature review was conducted, investigating measures of workplace learning as well as the connections between brain functioning and management. Further studies will use the brain integration scale to compare levels of brain integration with measures of workplace learning. Findings - The variables “empathy”, “presence and communication”, “continuity”, “influence”, “development”, “work-integrated learning” and “flow” were found to be relevant from the literature review to be tested for inclusion in the measurement instrument. A measurement model with these variables included has been developed. Research limitations/implications - This paper is conceptual in its nature. Empirical studies are needed to validate the propositions. Practical implications - The proposed measurement instrument can be used by managers to gain insight into underlying mechanisms in the organizational culture that influence employees’ learning and potential for development. Thus, it can aid managers to achieve profound learning in their organizations, which is necessary for continuously maintaining high quality of products and services. Social implications - For society, the implementation of the proposed measurement instrument in companies could lead to better health and higher job satisfaction among employees. Originality/value - Traditional ways of measuring working environment are rarely connected to brain functioning of the employees. Only requiring small resources, this approach adds to an understanding of underlying mechanisms.

Keyword
Quality management; Organizational learning; Workplace learning; Modelling; Work-environment; Brain functioning; Measurement instrument
National Category
Business Administration Reliability and Maintenance
Research subject
ENGINEERING, Quality management; Work Integrated Learning; SOCIAL SCIENCE, Business administration
Identifiers
urn:nbn:se:hv:diva-10348 (URN)10.1108/JM2-10-2014-0082 (DOI)000382558500003 ()2-s2.0-84981273126 (Scopus ID)
Available from: 2016-12-19 Created: 2016-12-19 Last updated: 2017-11-29Bibliographically approved
Lagrosen, Y. (2016). Konkret om mental styrketräning: [Bokrecension av boken Tänk låsningar och lösningar av Kjell Enhager] [Review]. Kvalitetsmagasinet (5), 58-58.
Open this publication in new window or tab >>Konkret om mental styrketräning: [Bokrecension av boken Tänk låsningar och lösningar av Kjell Enhager]
2016 (Swedish)In: Kvalitetsmagasinet, ISSN 1104-1579, no 5, p. 58-58Article, book review (Other academic) Published
Place, publisher, year, edition, pages
Stockholm: Kvalitetsförlaget, 2016
Keyword
Bokrecension
National Category
Psychology (excluding Applied Psychology)
Research subject
ENGINEERING, Quality management
Identifiers
urn:nbn:se:hv:diva-10517 (URN)
Available from: 2017-01-10 Created: 2017-01-10 Last updated: 2017-01-10Bibliographically approved
Lagrosen, Y. (2016). Nå framgång med salutogen kultur: [recension av boken – Salutogen kultur - Från värdegrund till verksamhetsnytta av Anders Hanson] [Review]. Kvalitetsmagasinet (1), 58-58.
Open this publication in new window or tab >>Nå framgång med salutogen kultur: [recension av boken – Salutogen kultur - Från värdegrund till verksamhetsnytta av Anders Hanson]
2016 (Swedish)In: Kvalitetsmagasinet, ISSN 1104-1579, no 1, p. 58-58Article, book review (Other academic) Published
Place, publisher, year, edition, pages
Stockholm: Kvalitetsförlaget, 2016
Keyword
Salutogenes, Arbetsmiljö, Förbättringsarbete, Företagskultur, Värdegrund
National Category
Other Social Sciences not elsewhere specified
Research subject
SOCIAL SCIENCE, Business administration
Identifiers
urn:nbn:se:hv:diva-10531 (URN)
Available from: 2017-01-10 Created: 2017-01-10 Last updated: 2017-01-10Bibliographically approved
Lagrosen, Y. (2016). Rätt hjärnfunktion krävs för ett effektivt och gott ledarskap: [recension av boken – Neuroledarskap av Katarina Gospic och Stefan Falk] [Review]. Kvalitetsmagasinet (3), 50-50.
Open this publication in new window or tab >>Rätt hjärnfunktion krävs för ett effektivt och gott ledarskap: [recension av boken – Neuroledarskap av Katarina Gospic och Stefan Falk]
2016 (Swedish)In: Kvalitetsmagasinet, ISSN 1104-1579, no 3, p. 50-50Article, book review (Other academic) Published
Place, publisher, year, edition, pages
Stockholm: Kvalitetsförlaget, 2016
Keyword
Ledarskap
National Category
Other Social Sciences not elsewhere specified
Research subject
SOCIAL SCIENCE, Business administration
Identifiers
urn:nbn:se:hv:diva-10529 (URN)
Available from: 2017-01-10 Created: 2017-01-10 Last updated: 2017-01-10Bibliographically approved
Lagrosen, S. & Lagrosen, Y. (2016). Service quality in fitness centres: examining the dimensions. In: 1st International Conference on Advanced Business and Social Sciences, 28-29/1, 2016, Jelantik, Indonesia: . Paper presented at 1st International Conference on Advanced Business and Social Sciences, 28-29/1, 2016, Jelantik, Indonesia. .
Open this publication in new window or tab >>Service quality in fitness centres: examining the dimensions
2016 (English)In: 1st International Conference on Advanced Business and Social Sciences, 28-29/1, 2016, Jelantik, Indonesia, 2016Conference paper, Oral presentation only (Other academic)
Abstract [en]

The fitness industry is expanding in most parts of the world. Nevertheless,the amount of research regarding this industry has thus far been relativelylimited. In previous research, quality dimensions for fitness companieshave been explored and a tentative framework has been proposed. Thepurpose for the present study is to examine the framework and quantifyits components. A survey has been conducted. A questionnaire based onprevious research was developed and delivered by telephone to 86 fitnesscentres of which 67 agreed to participate, giving a response rate of 78%.The items of the quality dimensions in the studied framework were analysedwith Cronbach's Alpha and were found to be statistically reliable. Theunderlying structure of the enablers in the framework was examined withexplorative factor analysis resulting in five underlying enablers. Moreover,the impact of the enablers on the profitability of the centres was measured.The results should be interesting for managers in this sector, as well as, forthe advancement of service quality theory.

Keyword
Quality management, quality dimensions, fitness, service quality
National Category
Work Sciences
Research subject
Work Integrated Learning
Identifiers
urn:nbn:se:hv:diva-10557 (URN)
Conference
1st International Conference on Advanced Business and Social Sciences, 28-29/1, 2016, Jelantik, Indonesia
Available from: 2017-01-12 Created: 2017-01-12 Last updated: 2017-01-16Bibliographically approved
Organisations
Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0001-5545-5457

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