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  • 1.
    Lagrosen, Yvonne
    University West, Department of Engineering Science, Division of Industrial Engineering and Management, Electrical- and Mechanical Engineering.
    The Quality Café: developing the World-Café method for organizational learning by including quality management tools2017In: Total quality management and business excellence (Online), ISSN 1478-3363, E-ISSN 1478-3371, p. 1-13Article in journal (Refereed)
    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.

  • 2.
    Lagrosen, Yvonne
    et al.
    University West, Department of Engineering Science, Division of Mechanical Engineering and Natural Sciences.
    Lagrosen, Stefan
    Linnaeus Univ, Dept Mkt, Sch Business & Econ, SE-39182 Kalmar, Sweden.
    Aesthetic service quality: a study of a symphony orchestra2017In: 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)
    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.

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