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  • 1.
    Blomquist, Tomas
    et al.
    Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration.
    Isberg, Sofia
    Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration.
    Renström, Helena
    Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration.
    Interactive recycling: Service innovation in a green cluster2013In: Marketing management in geographically remote industrial clusters: Implications for business-to-consumer marketing / [ed] George Tesar, Jan Bodin, Singapore: World Scientific, 2013, p. 213-227Chapter in book (Refereed)
  • 2.
    Bodin, Jan
    et al.
    Umeå University, Faculty of Social Sciences, Umeå School of Business.
    Isberg, Sofia
    Umeå University, Faculty of Social Sciences, Umeå School of Business.
    Customer involvement in a technical product development process: time to implement a service-dominant logic perspective?2011In: The customer is NOT always right?: marketing orientations in a dynamic business world / [ed] Colin Campbell, 2011, p. 331-Conference paper (Refereed)
    Abstract [en]

    In mainstream marketing the full potential of customer involvement is still largely over-looked. Value is mainly seen as created by the firm, built into products and delivered or marketed to customers. Many product development processes reflect this by emphasizing in-house centered processes possible to monitor and control by management. Today, customers are to a higher extent involved throughout the development process and companies are starting to explore the benefits of opening up the in-house process and involve customers in a more dynamic way. However, it could be argued that the customer is still seen as yet another resource that should be utilized in an optimal way.

    In contrast to this in-house product development process is the service-dominant logic (S-D logic), which views customers as co-creators of value with the firm. This paper examines the mainstream logic of customer involvement in the product development process through the lens of S-D logic. A comparison between the two logics is made by highlighting the differences regarding: the role of the firm, opportunity instigator, drivers of development, knowledge & skills, role of customers, and role of management.

    Via a case from the automotive industry focusing on innovation diffusion problems, issues relating to immaterial rights, what happens when the client under-value the partner’s know-how, and therefore is incorrect in their assessment and decisions are highlighted. The paper concludes by discussing both benefits and problems with implementing S-D logic in the product development process.

  • 3.
    Boström, Gert-Olof
    et al.
    Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE).
    Isberg, Sofia
    Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration.
    Mediating a repositioned corporate brand at the service encounter: brand building in a Swedish insurance company2010In: Contemporary issues in brand research / [ed] George Christodoulides, Cleopatra Veloutsou, Colin Jevons, Leslie de Chernatony and Nicolas Papadopoulos, Athens Institute for Education and Research (ATINER), 2010, p. 47-58Chapter in book (Refereed)
  • 4.
    Hjelm, Jonny
    et al.
    Umeå University, Faculty of Arts, Department of historical, philosophical and religious studies.
    Isberg, Sofia
    Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration.
    Rönnlund, Maria
    Umeå University, Faculty of Arts, Department of historical, philosophical and religious studies.
    Idrottsföreningens isolerade öar2016In: Föreningen, laget och jaget: 7 perspektiv på idrottens demokratiska effekter / [ed] Christine Dartsch, Johan R Norberg, Johan Pihlblad, Stockholm: Centrum för idrottsforskning , 2016, 1, p. 91-106Chapter in book (Other academic)
  • 5.
    Isberg, Sofia
    et al.
    Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration.
    Ballantyne, David
    University of Otago.
    Branding CSR: The role of frontline employees2012Conference paper (Other academic)
  • 6.
    Isberg, Sofia
    et al.
    Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration.
    Roth, Philip
    Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration.
    Renström, Helena
    Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration.
    Dysfunctional employee behavior: exploring side effects of performance measurement systems2013Conference paper (Refereed)
  • 7.
    Nilsson, Jonas
    et al.
    School of Business, Economics, and Law, University of Gothenburg, Sweden..
    Jansson, Johan
    Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration.
    Isberg, Sofia
    Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration.
    Anna-Carin, Nordvall
    Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration.
    Customer satisfaction with socially responsible investing initiatives: the influence of perceived financial and non-financial quality2014In: Journal of Financial Services Marketing, ISSN 1363-0539, E-ISSN 1479-1846, Vol. 19, no 4, p. 265-276Article in journal (Refereed)
    Abstract [en]

    During the last decade, socially responsible investment (SRI) initiatives have grown to become a mainstream financial service in many countries. However, to date, only a few studies focus on understanding the final investor of such initiatives. This article focuses on one particularly overlooked aspect of SRI behavior; that of customer post-purchase satisfaction. A theoretical model of satisfaction with SRI-profiled mutual funds is developed and tested. The results indicate that perceived financial performance of the SRI-profiled mutual fund is the most important predictor of customer satisfaction. However, perceived environmental, social and governance (ESG) performance also had a positive impact on satisfaction for the SRI mutual fund. On the basis of these results, it is argued that although ESG quality is important to customers, marketers of SRI initiatives should primarily focus on the conventional quality attributes such as financial performance, as a good ESG record alone is unlikely to generate customer satisfaction.

  • 8.
    Nilsson, Jonas
    et al.
    Umeå University, Faculty of Social Sciences, Umeå School of Business.
    Jansson, Johan
    Umeå University, Faculty of Social Sciences, Umeå School of Business.
    Isberg, Sofia
    Umeå University, Faculty of Social Sciences, Umeå School of Business.
    Nordvall, Anna-Carin
    Umeå University, Faculty of Social Sciences, Umeå School of Business.
    Determinants of customer satisfaction with socially responsible investments: The influence of ethical quality perceptions and perceived financial return2010Manuscript (preprint) (Other academic)
    Abstract [en]

    The availability and marketing of products and services positioned as socially or environmentally responsible has grown significantly during the last few decades. Much of the previous research within this area has focused on what leads customers to purchase products and services that fill certain social, ethical and environmental (SEE) criteria. However, while research has focused on the initiation and the actual purchase of these products and services, literature on how satisfied customers are after the purchase has largely been neglected. To address this gap in the literature, this study examines how a set of technical and functional quality attributes contribute to customer satisfaction in a socially responsible investment (SRI) setting. The results indicate that perceived financial performance of the SRI profiled mutual fund is the most important predictor of customer satisfaction. However, perceived social, ethical, and environmental performance also had a positive impact on satisfaction for the SRI mutual fund. Based on these results, it is argued that, although SEE quality is important to customers, marketers of SEE profiled products are advised to focus on the conventional quality attributes such as financial performance, as a good SEE record alone is unlikely to generate customer satisfaction.

  • 9.
    Nilsson, Jonas
    et al.
    Umeå University, Faculty of Social Sciences, Umeå School of Business.
    Nordvall, Anna-Carin
    Umeå University, Faculty of Social Sciences, Umeå School of Business.
    Isberg, Sofia
    Umeå University, Faculty of Social Sciences, Umeå School of Business.
    The information search process of socially responsible investors2010In: Journal of Financial Services Marketing, ISSN 1363-0539, E-ISSN 1479-1846, Vol. 15, no 1, p. 5-18Article in journal (Refereed)
    Abstract [en]

    Largely fuelled by an increasing social and ethical concern among private investors, socially responsible investment (SRI) has, in many ways, gone from having a marginal role to becoming a ‘mainstream’ financial service in recent years. SRI is an investment process that, in addition to the ‘traditional’ financial objective of investment, also uses social, ethical or environmental (SEE) criteria when making investment decisions. However, despite the growth of the market for SRI profiled mutual funds, very little research has been carried out with the objective of understanding the decision-making process of private SR-investors. In order to address this gap in the literature, this article addresses one stage in the SR-investor decision-making process: consumer pre-purchase information search. Using a sample of 369 SR-investors, the results of the study indicate that SR-investors search more for SEE information, such as the criteria used for exclusion of stocks than for ‘regular’ financial information such as past financial return and level of risk. Moreover, the study also indicates that involvement and perceived knowledge with regard to both financial and SEE issues impact the nature of the information search process of private SR mutual fund investors.

  • 10.
    Rönnlund, Maria
    et al.
    Umeå University, Faculty of Arts, Department of historical, philosophical and religious studies.
    Hjelm, Jonny
    Umeå University, Faculty of Arts, Department of historical, philosophical and religious studies.
    Isberg, Sofia
    Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration.
    Idrott och demokrati: Berggården IK 1974-20042015In: Idrott, historia & samhälle, ISSN 0280-2775, p. 89-114Article in journal (Refereed)
    Abstract [en]

    In this article we analyse a Swedish sport club’s journey from being a small local club run by a handful of locals, to become a ‘big club’ with several employees and various resources. By following the club’s organizational work over time, from its formation in 1974 to the year 2004, the purpose of this study is to gain knowledge about democratic processes of more general significance; how the growth in activities, membership and economic responsibilities affected the democratic structures and the internal work. Based on a democratic theoretical framework we scrutinize the decision-making processes of some core issues during the club’s history with focus on the breath and the depth of the processes. The empirical material consists of minutes of meetings, reports/documents, and interviews with club leaders. The analysis points out fluctuations in both the breadth and the depth. As the club extended its activities, the organizational democratic structures were strengthened, which facilitated the breadth and depth aspects. But the growth also meant more complex issues where expert knowledge was needed, a fact that came to aggravate the democratic breadth and depth.

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