... is based on documents and the authors' self‐lived history and current involvement (“management action research”). Findings Northern European scholars, especially from Finland and Sweden, have felt free to design their own theory, at the same time collaborating internationally. Contributions include...

... communication systems Finland Being able to profit from innovation is a major incentive to invest in innovation activities regardless of the type of innovation. Achieving this goal requires quite a few factors to fall into place. The firm has to be able to generate relevant innovations, it has to have...

... to the bank and get a receipt”. Only few traditional service encounters were related to problems in service design. © MCB UP Limited 2003 Complaints Consumer behaviour Technology Service Banking Finland In addition, each respondent was asked a set of specific questions about...

..., the issue of measurement is analysed to show the problems related to the elaborated concept of productivity. The content and measurement of the dimensions of service productivity are illustrated through a case study focusing on the second largest insurance group in Finland. The various elements of quantity...

...Christian Grönroos The contribution of academic research into service management,service quality and the marketing of services in Scandinavia and Finland is reviewed and evaluated. The importance of the Scandinavian service‐oriented management approach is also discussed. An extensive bibliography...