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  • 251.
    Tellström, Richard
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Pizzasallad: en riktigt ursvensk matkulturell egenhet2005In: Gastronomisk kalender: Gastronomiska Akademiens årsbok. 2006, Stockholm: Prisma , 2005, p. 123-129Chapter in book (Other (popular science, discussion, etc.))
  • 252.
    Tellström, Richard
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Potatisens smakord: en pilotstudie om hur potatissmak kan beskrivas2008Report (Other (popular science, discussion, etc.))
  • 253.
    Tellström, Richard
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Slagfältsgastronomi: oupptäckt motiv i 1600-talets militära planscher2010In: Guide till Årets svenska måltidslitteratur 2010 / [ed] Carl Jan Granqvist, Birgit Hemberg, Christina Möller, Dick Norberg, Barbro Stanley, Karsten Thurfjell, Ann Häppich, Grythyttan: Måltidsakademiens förlag i Grythyttan AB , 2010, p. 37-39Chapter in book (Other (popular science, discussion, etc.))
  • 254.
    Tellström, Richard
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Susanna Heldt Cassel: Att tillaga en region. Den regionala maten i representationer och praktik. Exemplet Skärgårdssmak2004In: RIG: Kulturhistorisk tidskrift, ISSN 0035-5267, E-ISSN 2002-3863, no 2, p. 98-100Article in journal (Other academic)
  • 255.
    Tellström, Richard
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Tyvärr det är fullt!: Restaurangen som arena för en offentlig gemenskap2009In: Gastronomisk forskning / [ed] Christina Fjellström, Stockholm: Gastronomiska akademien , 2009, p. 123-133Chapter in book (Other academic)
  • 256.
    Tellström, Richard
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Ursprung som krydda: kommersiell gestaltning i restaurangmiljön av en måltidskultur och dess geografiska hemvist2005Conference paper (Other academic)
  • 257.
    Tellström, Richard
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Gustafsson, Inga-Britt
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Fjellström, Christina
    Food culture as a political tool: meal construction during the Swedish EU chairmanship 20012003In: Culinary arts and sciences IV: global and national perspectives / [ed] John S. A. Edwards, Inga-Britt Gustafsson, Bournemouth: Worshipful Company of Cooks Research Centre at Bournemouth University , 2003, p. 341-352Conference paper (Other academic)
  • 258.
    Tellström, Richard
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Gustafsson, Inga-Britt
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Lindgren, Håkan
    Constructed national food and meal archetypes at international exhibitions from Paris 1867 to Aichi 20052008In: National Identities, ISSN 1460-8944, E-ISSN 1469-9907, Vol. 10, no 3, p. 313-327Article in journal (Refereed)
    Abstract [en]

    This study examines the selection of food culture objects by the Swedish state for presentation at the international exhibitions (world fairs) of 1851 to 2005, and in particular the methodologies used by Swedish National Exhibition Committees to select representative national food culture to be served in national exhibition arenas. The material used consists of government documents from 1846 to 2000, semi-structured interviews of six civil servants responsible for the joint Scandinavian pavilion at the Aichi International Exhibition in 2005 (Japan), field diary notes and photographs from observations, and exhibition brochures. The process of political selection in creating a representative national food cultural heritage, with the aim of promoting the sale of national produce and a positive reputation abroad, as well as of fostering national pride at home, is delineated. The importance of economic and marketing values in shaping a national cultural form designed as a symbol of the nation is examined, and the question of whose food cultures are selected for inclusion and whose are excluded are addressed.

  • 259.
    Tellström, Richard
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Gustafsson, Inga-Britt
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Mossberg [Larsson-Mossberg], Lena
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Branding local and regional food culture in Sweden2005In: Culinary arts and sciences V: global and national perspectives / [ed] J.S.A. Edwards, B. Kowrygo, K. Rayman, Bournemoth: The Worshipful Company of Cooks Reserach Centre at Bournemouth University , 2005, p. 469-469Conference paper (Other academic)
  • 260.
    Tellström, Richard
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Jönsson, Håkan
    Gastronomi i kunskapssamhället2009In: Gastronomisk forskning / [ed] Christina Fjellström, Stockholm: Gastronomiska akademien , 2009, p. 11-86Chapter in book (Other (popular science, discussion, etc.))
  • 261.
    Tellström, Richard
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Mossberg, LenaÖrebro University, School of Hospitality, Culinary Arts & Meal Science.Jonsson, Inger M.Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Den medvetna måltidskunskapen: en vänbok till Inga-Britt Gustafsson2007Collection (editor) (Other academic)
  • 262.
    Tham, Wilhelm
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Att vara vegetarian2010In: Guide till Årets svenska måltidslitteratur 2010 / [ed] Carl Jan Granqvist, Birgit Hemberg, Christina Möller, Dick Norberg, Barbro Stanley, Karsten Thurfjell, Ann Häppich, Grythyttan: Måltidsakademiens förlag i Grythyttan AB , 2010, p. 41-41Chapter in book (Other (popular science, discussion, etc.))
  • 263.
    Tham, Wilhelm
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Paying guests2011In: Guide till årets svenska måltidslitteratur 2011 / [ed] Carl Jan Granqvist, Birgit Hemberg, Christina Möller, Dick Norberg, Barbro Stanley, Karsten Thurfjell, Ann Häppich, Grythyttan: Måltidsakademiens förlag i Grythyttan AB , 2011, p. 37-38Chapter in book (Other (popular science, discussion, etc.))
  • 264.
    Tham, Wilhelm
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Danielsson-Tham, Marie-Louise
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Apropå fynd av Listeria monocytogenes i lax2011In: Svensk veterinärtidning, ISSN 0346-2250, Vol. 63, no 11, p. 29-30Article in journal (Refereed)
    Abstract [sv]

    I slutet av förra året publicerade livsmedelsverket en rapport om Listeria monocytogenes i kyld och ätfärdig mat. Författarna har studerat denna livsmedelsinfektion under lång tid och jämför här både äldre och nyare studier med den aktuella rapporten. Resultaten pekar på att listeriabakterier fortfarande är vanligt förekommande i kallrökt och gravad lax.

    SENSMORAL

    Vakuumförpackade kallrökta eller gravade laxprodukter bör åsättas en kortare Bäst-före-tid. Om konsumenterna konsekvent undviker att köpa produkter som närmar sig Bäst-före-dagen kanske vi automatiskt får en självsanering.

  • 265.
    Tham, Wilhelm
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Danielsson-Tham, Marie-Louise
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Listeria monoytogenes: a very food-borne bacterial species2010In: Second symposium on food associated pathogens / [ed] Marie-Louise Danielsson-Tham, Wilhelm Tham, Grythyttan: Restaurang- och hotellhögskolan , 2010Conference paper (Other academic)
  • 266.
    Tham, Wilhelm
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Lopez-Valladares, Gloria
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Danielsson-Tham, Marie-Louise
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Humanisolat av Listeria monocytogenes under ett halvt sekel i Sverige2009In: Veterinärkongressen 2009 / [ed] P. Jonsson, B. Larsson, 2009, p. 91-92Conference paper (Other academic)
  • 267.
    Tham, Wilhelm
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Lopez-Valladares, Gloria
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Wennström, Stefan
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Österlund, Anders
    Danielsson-Tham, Marie-Louise
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Appearance of two closely related variants of Listeria monocytogenes inblood from the same patient with invasive listeriosis2010In: Second Sympsoium on Food Associated Pathogens / [ed] Wilhelm Tham & Marie-Louiuse Danielsson-Tham, Grythyttan: Restaurang- och hotellhögskolan – Grythytte Akademi , 2010, p. Abstr 29-Conference paper (Other academic)
  • 268. Thorberg, Britt-Marie
    et al.
    Danielsson-Tham, Marie-Louise
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Emanuelsson, Ulf
    Persson Waller, Karin
    Bovine subclinical mastitis caused by different types of coagulase-negative staphylococci2009In: Journal of Dairy Science, ISSN 0022-0302, E-ISSN 1525-3198, Vol. 92, no 10, p. 4962-4970Article in journal (Refereed)
    Abstract [en]

    Subclinical mastitis caused by intramammary infections (IMI) with coagulase-negative staphylococci (CNS) is common in dairy cows and may cause herd problems. Control of CNS mastitis is complicated by the fact that CNS contain a large number of different species. The aim of the study was to investigate the epidemiology of different CNS species in dairy herds with problems caused by subclinical CNS mastitis. In 11 herds, udder quarter samples were taken twice 1 mo apart, and CNS isolates were identified to the species level by biochemical methods. The ability of different CNS species to induce a persistent infection, and their associations with milk production, cow milk somatic cell count, lactation number, and month of lactation in cows with subclinical mastitis were studied. Persistent IMI were common in quarters infected with Staphylococcus chromogenes, Staphylococcus epidermidis, and Staphylococcus simulans. The results did not indicate differences between these CNS species in their association with daily milk production, cow milk somatic cell count, and month of lactation in cows with subclinical mastitis. In cows with subclinical mastitis, S. epidermidis IMI were mainly found in multiparous cows, whereas S. chromogenes IMI were mainly found in primiparous cows.

  • 269.
    Ulmander, Birgitta
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Restauranghögskolan, Institutionen för restaurang- och måltidskunskap2004In: Årets svenska måltidslitteraatur / [ed] Barbro Stanley, Ann Häppich, Katarina Kvist, Grythyttan: Måltidens hus i Norden , 2004, p. 57-58Chapter in book (Other academic)
  • 270.
    Walter, Ute
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Bordsbeställning2008In: Service på restaurang / [ed] Lena Mossberg, Inga-Britt Gustafsson, Lund: Studentlitteratur , 2008, p. 16-24Chapter in book (Other academic)
  • 271.
    Walter, Ute
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Case 9:1: Kockar som företagare2010In: Värdskap: inom turism och resande / [ed] Monica Hanefors [författare], Lund: Studentlitteratur AB, 2010, p. 78-81Chapter in book (Other (popular science, discussion, etc.))
  • 272.
    Walter, Ute
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Customer experiences of phone encounters in a restaurant contextManuscript (preprint) (Other academic)
    Abstract [en]

    The research presented in this paper focuses on table reservations made by phone regarded as early events in customers’ total restaurant experiences. A majority of table reservations still are made by phone and there is little research about how reservation phone encounters at restaurants are handled in practice. Therefore, the purpose of this study was to describe how restaurants handle customers’ reservation phone calls, as documented by customers and whether these voice-to-voice encounters influence customers’ expectations. In addition, customers’ satisfaction with the total dining experience was examined and compared with customers’ perception of the phone encounter. The study was conducted in two steps. First, 209 phone encounters were documented by restaurant customers. Second, customers’ satisfaction with their dining experience was examined using a survey and 47 observations of customers’ ratings of these two points of measurement were compared. The results indicate that organizational routines such as phone reservations and how they are treated by restaurants are an important precondition for customers’ service experiences. For restaurants, especially exclusive à la carte restaurants, there is potential to further develop how they handle phone encounters towards a more proactive approach, keeping in mind that a phone reservation is not only a formal order, but also part of a customer’s total experience.

  • 273.
    Walter, Ute
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Drivers of customers' service experiences: a customer perspective on co-creation of restaurant services, focusing on interactions, processes and activities2011Doctoral thesis, comprehensive summary (Other academic)
    Abstract [en]

    It is essential for service companies to understand how their customer service experiences are formed. This is especially important since service experiences are highly subjective and involve customers cognitively, emotionally and behaviorally. Although customer service experiences are a well recognised research topic in both, culinary arts and service research, dynamic interactions, activities and the customers’ active involvement have so far gained little attention. As a consequence the approach in previous research paints a rather static picture of customer service experiences. By introducing the principles of service dominant logic a first person view and the understanding of drivers of customer service experiences could be facilitated. The overall aim of the thesis is to extend and deepen the understandin of drivers of favourable and unfavourable customer service experiences.The context selected is the restaurant context. The overall aim is reflected in four intermediate aims. Two separate studies were conducted. First a two-stage questionnaire based study, describing the phone reservation encounter compared to dining satisfaction; second a critical incident technique study including 195 short narratives of customers’ favourable and unfavourable service experiences at restaurants. Interview data were analysed according to constant comparative analysis principles.The main empirical contributions of this thesis are the move from static descriptions of service to examining dynamic drivers of favourable and unfavourable customers’ service experiences, and especially the analysis of social interactions as a driver of service experiences and the categorisation of drivers. Theoretically the thesis introduces the experience driver constellation, reflecting the dynamic process of co-creation in specific situations,when favourable and unfavourable customer service experiences are formed. Suggestions are made to develop the Five Aspects Meal Model and the Experience Room Framework through the addition of actors, the exterior environment and organisational routines to the models.

    List of papers
    1. Customer experiences of phone encounters in a restaurant context
    Open this publication in new window or tab >>Customer experiences of phone encounters in a restaurant context
    (English)Manuscript (preprint) (Other academic)
    Abstract [en]

    The research presented in this paper focuses on table reservations made by phone regarded as early events in customers’ total restaurant experiences. A majority of table reservations still are made by phone and there is little research about how reservation phone encounters at restaurants are handled in practice. Therefore, the purpose of this study was to describe how restaurants handle customers’ reservation phone calls, as documented by customers and whether these voice-to-voice encounters influence customers’ expectations. In addition, customers’ satisfaction with the total dining experience was examined and compared with customers’ perception of the phone encounter. The study was conducted in two steps. First, 209 phone encounters were documented by restaurant customers. Second, customers’ satisfaction with their dining experience was examined using a survey and 47 observations of customers’ ratings of these two points of measurement were compared. The results indicate that organizational routines such as phone reservations and how they are treated by restaurants are an important precondition for customers’ service experiences. For restaurants, especially exclusive à la carte restaurants, there is potential to further develop how they handle phone encounters towards a more proactive approach, keeping in mind that a phone reservation is not only a formal order, but also part of a customer’s total experience.

    National Category
    Social Sciences
    Research subject
    Household Science; Culinary Arts and Meal Science
    Identifiers
    urn:nbn:se:oru:diva-15254 (URN)
    Available from: 2011-04-13 Created: 2011-04-13 Last updated: 2017-10-17Bibliographically approved
    2. Drivers of customers’ service experiences: a study in the restaurant industry
    Open this publication in new window or tab >>Drivers of customers’ service experiences: a study in the restaurant industry
    2010 (English)In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 20, no 3, p. 236-258Article in journal (Refereed) Published
    Abstract [en]

    Purpose: The purpose of this paper is to identify, portray and analyse the frequent drivers of customer service experiences as described by customers in their own words – the voice of the customer.

    Design/methodology/approach: A critical incident technique study was conducted, based on 122 interviews, including 195 favourable and unfavourable narratives, about customer experiences. The data were analysed in an inductive manner and the results are presented by means of extracts from the narratives.

    Findings: The findings describe the dimensions of drivers of customers' favourable and unfavourable experiences and the frequent drivers, the social interaction, the core service and the physical context.

    Research limitations/implications: Customer experiences are processes and include dynamic interactions and the customer as a co-producer. The study context is limited to the restaurant setting and Swedish customers.

    Practical implications: For managers the results suggest that great effort needs to be put into understanding the process of customer experiences and the various interactions involved, especially social interactions and the crucial roles of contact employees and customers involved in these interactions.

    Originality/value: The paper provides a detailed description and analysis of the frequent and less frequent drivers of favourable, and unfavourable customer experiences – the constellation of drivers. The findings are illustrated by extracts from customer narratives and show how experiences occur and that experiences are processes occurring in a social and physical environment when people do things together. Furthermore, the paper introduces customer experience to service dominant logic by describing the dynamics of resource interactions in customer experience formation.

    Place, publisher, year, edition, pages
    Yorkshire, United Kingdom: Emerald Group Publishing Limited, 2010
    Keywords
    Customer orientation, social interaction, restaurants, Sweden, customer services quality, corporate strategy
    National Category
    Social Sciences Business Administration
    Research subject
    Culinary Arts and Meal Science
    Identifiers
    urn:nbn:se:oru:diva-12032 (URN)10.1108/09604521011041961 (DOI)000279929800003 ()2-s2.0-77951992771 (Scopus ID)
    Available from: 2010-10-05 Created: 2010-10-05 Last updated: 2018-04-19Bibliographically approved
    3. The physical environment as a driver of customers' service experiences at restaurants
    Open this publication in new window or tab >>The physical environment as a driver of customers' service experiences at restaurants
    2012 (English)In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 4, no 2, p. 104-119Article in journal (Refereed) Published
    Abstract [en]

    Purpose – The purpose of this study is to analyze and describe the drivers in the physical environment that help to form customers' service experiences at restaurants, as described by customers in their own words.

    Design/methodology/approach – A critical incident study was conducted through 122 interviews resulting in a total of 195 favourable and unfavourable customer service experiences in restaurants. Data were analysed inductively in accordance with the principles of constant comparison and the results were interpreted by regarding customers as creators of their own meaning.

    Findings – The physical environment has both a functional and a social dimension and it is an important driver of customer service experiences in restaurants. Customers interact with these drivers individually and create their own meanings and value expressed as feelings, thoughts, imagination and behaviour.

    Research limitations/implications – The results develop the tenets of service-dominant logic by offering some insight into customers' own logic in value creation and the design of the physical restaurant environment.

    Practical implications – Customers actively construct their own individual meanings from the physical environment, throughout the whole service process, indicating that the customer service experience is not controlled solely by restaurant management. As some drivers are only experienced in their absence or when they are noticeably disturbing or pleasing, it is important for managers to understand these dimensions in order to treat them appropriately. Both favourable and unfavourable service experiences need to be considered.

    Originality/value – The physical environment can be described as a dynamic driver which includes a social dimension and customers are regarded as active creators of their own experience.

    Place, publisher, year, edition, pages
    Emerald, 2012
    National Category
    Social Sciences Interdisciplinary Food Science
    Research subject
    Culinary Arts and Meal Science
    Identifiers
    urn:nbn:se:oru:diva-15255 (URN)10.1108/17566691211232864 (DOI)
    Available from: 2011-04-13 Created: 2011-04-13 Last updated: 2018-05-08Bibliographically approved
    4. Social interactions as drivers of customers' service experiences
    Open this publication in new window or tab >>Social interactions as drivers of customers' service experiences
    2010 (English)In: Marketing, strategy, economics, operations & human resources: insights on service activities / [ed] Pierre Eiglier, James Fitzsimmons, Katherine Lemon, Douglas Pugh, Aix-en-Provence: University Paul Cézanne Aix-Marseille III , 2010, p. 771-790Conference paper, Published paper (Other academic)
    Place, publisher, year, edition, pages
    Aix-en-Provence: University Paul Cézanne Aix-Marseille III, 2010
    National Category
    Social Sciences
    Research subject
    Culinary Arts and Meal Science
    Identifiers
    urn:nbn:se:oru:diva-12035 (URN)
    Conference
    11th international research seminar in service management
    Note

    Conference: The LaLonde Conference in Service Management, 11th International Research Seminar in Service Management, Marketing, Strategy, Economics, Operations and Human Resources: Insights on Service Activities. LaLondes Les Maures, IAE Aix en Provence, Graduate School of Management, University Paul Cézanne, France. 2010 Proceedings: 771-790, reviewed conference paper.

    Available from: 2010-10-05 Created: 2010-10-05 Last updated: 2018-04-19Bibliographically approved
  • 274.
    Walter, Ute
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    The meeting aspect and the physical setting: are they important for the guests experience?2008In: Journal of Foodservice, ISSN 1748-0140, Vol. 19, no 1, p. 87-95Article in journal (Refereed)
    Abstract [en]

    The purpose of this paper is to describe some aspects of the restaurant experience with a service and hospitality perspective. These are illustrated by means of a case, which describes how a restaurant employee / host acts and interacts with guests. The case shows an unusual situation in a restaurant context because the host joined the guests at the table, had lunch with them and also joined in the conversation. At the same time, he also managed the service. This case shows that there are many different ways to design and develop a meal experience. The importance of the physical setting and the social interactions within the guest experience is examined. One of the most important questions is how the guests could be involved in an exciting way and whether one aspect is more important than another. In the case described, the most important aspect for the guests was the social interaction; the physical setting seemed less important and less perceptible for the guests. This is interesting because many new restaurant settings are designed with a strong focus on the physical environment, but is the aspect of the social interaction concerned in restaurant experience design?

  • 275.
    Walter, Ute
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Edvardsson, Bo
    Karlstad university, Karlstad, Sweden.
    The physical environment as a driver of customers' service experiences at restaurants2012In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 4, no 2, p. 104-119Article in journal (Refereed)
    Abstract [en]

    Purpose – The purpose of this study is to analyze and describe the drivers in the physical environment that help to form customers' service experiences at restaurants, as described by customers in their own words.

    Design/methodology/approach – A critical incident study was conducted through 122 interviews resulting in a total of 195 favourable and unfavourable customer service experiences in restaurants. Data were analysed inductively in accordance with the principles of constant comparison and the results were interpreted by regarding customers as creators of their own meaning.

    Findings – The physical environment has both a functional and a social dimension and it is an important driver of customer service experiences in restaurants. Customers interact with these drivers individually and create their own meanings and value expressed as feelings, thoughts, imagination and behaviour.

    Research limitations/implications – The results develop the tenets of service-dominant logic by offering some insight into customers' own logic in value creation and the design of the physical restaurant environment.

    Practical implications – Customers actively construct their own individual meanings from the physical environment, throughout the whole service process, indicating that the customer service experience is not controlled solely by restaurant management. As some drivers are only experienced in their absence or when they are noticeably disturbing or pleasing, it is important for managers to understand these dimensions in order to treat them appropriately. Both favourable and unfavourable service experiences need to be considered.

    Originality/value – The physical environment can be described as a dynamic driver which includes a social dimension and customers are regarded as active creators of their own experience.

  • 276.
    Walter, Ute
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Edvardsson, Bo
    CTF Serv Res Ctr, Karlstad Univ, Karlstad, Sweden.
    Öström, Åsa
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Drivers of customers’ service experiences: a study in the restaurant industry2010In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 20, no 3, p. 236-258Article in journal (Refereed)
    Abstract [en]

    Purpose: The purpose of this paper is to identify, portray and analyse the frequent drivers of customer service experiences as described by customers in their own words – the voice of the customer.

    Design/methodology/approach: A critical incident technique study was conducted, based on 122 interviews, including 195 favourable and unfavourable narratives, about customer experiences. The data were analysed in an inductive manner and the results are presented by means of extracts from the narratives.

    Findings: The findings describe the dimensions of drivers of customers' favourable and unfavourable experiences and the frequent drivers, the social interaction, the core service and the physical context.

    Research limitations/implications: Customer experiences are processes and include dynamic interactions and the customer as a co-producer. The study context is limited to the restaurant setting and Swedish customers.

    Practical implications: For managers the results suggest that great effort needs to be put into understanding the process of customer experiences and the various interactions involved, especially social interactions and the crucial roles of contact employees and customers involved in these interactions.

    Originality/value: The paper provides a detailed description and analysis of the frequent and less frequent drivers of favourable, and unfavourable customer experiences – the constellation of drivers. The findings are illustrated by extracts from customer narratives and show how experiences occur and that experiences are processes occurring in a social and physical environment when people do things together. Furthermore, the paper introduces customer experience to service dominant logic by describing the dynamics of resource interactions in customer experience formation.

  • 277.
    Walter, Ute
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Edvardsson, Bo
    CTF - Service research center, Karlstad University, Karlstad, Sweden.
    Öström, Åsa
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Social interactions as drivers of customers' service experiences2010In: Marketing, strategy, economics, operations & human resources: insights on service activities / [ed] Pierre Eiglier, James Fitzsimmons, Katherine Lemon, Douglas Pugh, Aix-en-Provence: University Paul Cézanne Aix-Marseille III , 2010, p. 771-790Conference paper (Other academic)
  • 278.
    Walter, Ute
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Öström, Åsa
    Örebro University, Department of Restaurant & Culinary Arts.
    The role of the physical and social environment in customers’ restaurant experiences2009In: Quis 11: Moving forward with service quality / [ed] Bernd Stauss, Stephen W. Brown, Bo Edvardsson, Robert Johnston, Wolfsburg: Ingolstadt School of Management , 2009, p. 710-712Conference paper (Other academic)
  • 279.
    Warensjö, Eva
    et al.
    Clinical Nutrition and Metabolism, Department of Public health and Caring sciences, Uppsala University, Sweden.
    Risérus, Ulf
    Clinical Nutrition and Metabolism, Department of Public health and Caring sciences, Uppsala University, Sweden.
    Gustafsson, Inga-Britt
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Mohsen, Rawya
    Clinical Nutrition and Metabolism, Department of Public health and Caring sciences, Uppsala University, Sweden.
    Cederholm, Tommy
    Clinical Nutrition and Metabolism, Department of Public health and Caring sciences, Uppsala University, Sweden.
    Vessby, Bengt
    Clinical Nutrition and Metabolism, Department of Public health and Caring sciences, Uppsala University, Sweden.
    Effects of saturated and unsaturated fatty acids on estimated desaturase activities during a controlled dietary intervention2008In: NMCD. Nutrition Metabolism and Cardiovascular Diseases, ISSN 0939-4753, E-ISSN 1590-3729, Vol. 18, no 10, p. 683-690Article in journal (Refereed)
    Abstract [en]

    Background and aims

    Direct measurement of desaturase activities are difficult to obtain in humans. Consequently, surrogate measures of desaturase activity (estimated desaturase activities) have been frequently used in observational studies, and estimated Δ9- (or stearoyl-CoA-desaturase (SCD)), Δ6- and Δ5-desaturase activities have been associated with cardiometabolic disease. Data on how the markers of desaturase activities are modified by changes in dietary fat quality are lacking and therefore warrant examination.

    Methods and results

    In a two-period (three weeks) strictly controlled cross-over study, 20 subjects (six women and 14 men) consumed a diet high in saturated fat (SAT-diet) and a rapeseed oil diet (RO-diet), rich in oleic acid (OA), linoleic acid (LA) and α-linolenic acid (ALA). Estimated desaturase activities were calculated as precursor to product FA ratios in serum cholesteryl esters and phospholipids. The estimated SCD [16:1 n-7/16:0] and Δ6-desaturase [20:3 n-6/18:2 n-6] was significantly higher while Δ5-desaturase [20:4 n-6/20:3 n-6] was significantly lower in the SAT-diet (P < 0.001 for all), compared to the RO-diet. The serum proportions of palmitic, stearic, palmitoleic and dihomo-γ-linolenic acids were significantly higher in the SAT-diet while the proportions of LA and ALA were significantly higher in the RO-diet.

    Conclusion

    This is the first study to demonstrate that surrogate measures of desaturase activities change as a consequence of an alteration in dietary fat quality. Both the [16:1/16:0]-ratio and 16:1 seem to reflect changes in saturated fat intake and may be useful markers of saturated fat intake in Western countries.

  • 280.
    Watz, Birgitta
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Konst och vetenskap2004In: Sinnena, konsten och vetenskapen: två seminarier : januari 2001 och januari 2002, Örebro: Örebro universitetsbibliotek , 2004, p. 39-45Chapter in book (Other academic)
  • 281.
    Watz, Birgitta
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Måltiden i kokboken2005In: Årets svenska måltidslitteratur 2005, Grythyttan: Måltidens hus i Norden , 2005, p. 45-47Chapter in book (Other (popular science, discussion, etc.))
  • 282.
    Watz, Birgitta
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Måltiden och poesi2008In: Årets svenska måltidslitteratur 2008 / [ed] Carl Jan Granqvist, Birgit Hemberg, Ulf Larsson, Christina Möller, Dick Norberg, Barbro Stanley, Karsten Thurfjell, Ann Häppich, Grythyttan: Måltidens hus i Norden , 2008, p. 88-90Chapter in book (Other (popular science, discussion, etc.))
  • 283.
    Watz, Birgitta
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Måltidens helhet: en framtida kulturspillra?2007In: Den medvetna måltidskunskapen: en vänbok till Inga-Britt Gustafsson / [ed] Richard Tellström, Lena Mossberg, Inger M. Jonsson, Örebro: Örebro universitet , 2007, p. 225-228Chapter in book (Other academic)
  • 284.
    Watz, Birgitta
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    "P" sätter plus för måltidslust2007In: Årets svenska måltidslitteratur 2007 / [ed] Barbro Stanley, Ann Häppich, Grythyttan: Måltidens hus i Norden , 2007, p. 56-58Chapter in book (Other (popular science, discussion, etc.))
  • 285.
    Watz, Birgitta
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Snille och smak eller smak och snille det är frågan?2006In: Årets svenska måltidslitteratur 2006 / [ed] Barbro Stanley, Ann Häppich, Grythyttan: Måltidens hus i Norden , 2006, p. 48-50Chapter in book (Other (popular science, discussion, etc.))
  • 286.
    Watz, Birgitta
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Synmåltiden som visuell forskning2007In: Att se, tänka och tolka: dokumentation av seminarium om människans synsinne / [ed] Birgitta Borg, Örebro: Örebro universitet , 2007, p. 39-41Chapter in book (Other academic)
  • 287.
    Watz, Birgitta
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    The entirety of the meal: a designer's perspective2008In: Journal of Foodservice, ISSN 1748-0140, Vol. 19, no 1, p. 96-104Article in journal (Refereed)
    Abstract [en]

    Food alone does not create the entirety of the meal. Every meal has a message, communicates a feeling, to those who take part in it. This article is a deeper reflection on using art and visual communication in the creation of the entire meal experience. The first step towards this entirety is the mental vision of the meal – and – mentally processing visual data and visual patterns requires – training of the eye, hand and mind in drawing. This gives students the access to perception, visual data and visual communication, necessary to produce properly designed meal experience. Composing the experience is a matter of balancing visual tools such as, points, lines, shapes, colours, proportions, movements, directions, light, sound and, orientation in the room and atmosphere, into an expressive and meaningful entirety of the meal. In other words, the meaning of the meal emerges from the interplay of activating and balancing forces. Educating students to the entirety of the meal, is accomplished by giving them examples, practice in handling pencils, brushes and other visual tools in different laboratory experiment as well as, exercises and lessons. A guide to visual principles and rules is also essential. When the components are brought together, complexity may arise in an interesting way. In other words, an understanding of visual processes gives students freedom to create the entirety of the meal in new and interesting ways.

  • 288.
    Watz, Birgitta
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Johansson, Jesper
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Creative cooking in culinary arts2003In: Culinary arts and sciences IV: global and national perspectives / [ed] John S. A. Edwards, Inga-Britt Gustafsson, Bournemouth: Worshipful Company of Cooks Reserach Centre at Bournemouth University, UK , 2003, p. 193-193Conference paper (Other academic)
  • 289.
    Watz, Birgitta
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Johansson, Jesper
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Om smak skall man inte diskutera2008In: Smaksinnet och den goda smaken: ett seminarium om människans smaksinne : [januari 2005] / [ed] Marieanne Alsne, Inga-Britt Gustafsson, Örebro: Örebro universitet , 2008, p. 39-50Conference paper (Other academic)
  • 290.
    Watz, Birgitta
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Johansson, Jesper
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Sprött känns sprödare än spröd2009In: Att känna, skapa och tolka: ett seminarium om människans känselsinne [september 2007] / [ed] Marieanne Alsne, Erik Borg, Inga-Britt Gustafsson, Örebro: Örebro universitet , 2009, p. 41-62Chapter in book (Other academic)
  • 291.
    Watz, Birgitta
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Johansson, Jesper
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Öga mot öga med måltidens middag på kalastorget2007In: Att se, tänka och tolka: dokumentation av seminarium om människans synsinne / [ed] Birgitta Borg, Örebro: Örebro universitet , 2007, p. 43-47Chapter in book (Other academic)
  • 292.
    Watz, Birgitta
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Johansson, Jesper
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Karlsson, Ulrika
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Algotsson, Stina
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Stadium-måltiden: konstnärligt utvecklingsarbete : rapport 2 - ett exempel2003Report (Other academic)
  • 293.
    Wennström, Stefan
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Mat och idrott2008In: Guide till årets svenska måltidslitteratur 2008 / [ed] Carl Jan Granqvist, Birgit Hemberg, Christina Möller, Dick Norberg, Barbro Stanley, Karsten Thurfjell, Ann Häppich, Grythyttan: Måltidens hus i Norden , 2008, p. 90-90Chapter in book (Other (popular science, discussion, etc.))
  • 294.
    Wikberg, Anna
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Inchekning på hotell: Serviceinteraktioner mellan personal och gäst2011Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [sv]

    SammanfattningInledning: Hotellbranschen är en mycket rörlig och händelserik bransch. När en gästanländer till ett hotell är det lobbyn med reception som gästen möter först. Första fysiskakontaken gästen får med hotellpersonalen är i receptionen under incheckning. Förstamötet med hotellpersonalen har stor betydelse och får effekter för gästens hotellvistelse.Syfte: Syfte med uppsatsen är att undersöka hur incheckning upplevs på hotell. Hur bådegäst och personal upplever det första servicemötet. Om helhetsupplevelsen avincheckning kan värderas och analyseras utifrån Five Aspect Meal Model?Metod och material: Metoder som använts i den empiriska undersökningen varobservationer under incheckning, strukturerade enkätintervjuer med hotellgäster ochhalvstrukturerade kvalitativa intervjuer med receptionspersonal. Det var tre likvärdigahotell i centrala Stockholm som valdes ut för att undersökas.Resultat: Undersökningarna visade att incheckning ska gå snabbt och smidigt. Vad somanses som bra service är att möta gästernas förväntningar och behov med ettvälkomnande bemötande samt att få gästerna att känna sig som hemma. Ordet värdskapär lite oklart och det är olika uppfattningar om begreppet. Begreppen värdskap ochservice är beroende av varandra. Att lyckas läsa av gästerna och utifrån det ge den servicesom behövs är effektivt.Slutsats: Incheckning upplevs olika och det beror på vad gästerna har för förväntningar.Även vilken service receptionspersonalen lyckas leverera är av stor vikt för upplevelsen.Det bör vara möjligt att helhetsupplevelsen av incheckning kan värderas utifrån FAMM.Nyckelord: FAMM, Kundnöjdhet, Reception, Servicekvalitet, Värdskap

  • 295.
    Öström, Åsa
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Att känna mat och dryck i teori och praktik2009In: Att känna, skapa och tolka: ett seminarium om människans känselsinne [september 2007] / [ed] Marieanne Alsne, Erik Borg, Inga-Britt Gustafsson, Örebro: Örebro universitet , 2009, p. 63-66Conference paper (Other academic)
  • 296.
    Öström, Åsa
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Sinnena som mätinstrument för smak2008In: Smaksinnet och den goda smaken: ett seminarium om människans smaksinne : [januari 2005] / [ed] Marieanne Alsne, Inga-Britt Gustafsson, Örebro: Örebro universitet , 2008, p. 23-29Conference paper (Other academic)
  • 297.
    Öström, Åsa
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Vad är det som smakar så gott2007In: Den medvetna måltidskunskapen: en vänbok till Inga-Britt Gustafsson / [ed] Richard Tellström, Lena Mossberg, Inger M. Jonsson, Örebro: Örebro universitet , 2007, p. 231-238Chapter in book (Other academic)
  • 298.
    Öström, Åsa
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Annett, Judith
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Framtidens medvetna konsumenter2008In: Årets svenska måltidslitteratur 2008 / [ed] Carl Jan Granqvist, Birgit Hemberg, Christina Möller, Dick Norberg, Barbro Stanley, Karsten Thurfjell, Ann Häppich, Grythyttan: Måltidens hus i Norden , 2008, p. 93-93Chapter in book (Other (popular science, discussion, etc.))
  • 299.
    Öström, Åsa
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Annett, Judith
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Fremtidens bevisste konsumenter2008In: Norsk tidsskrift for ernæring, ISSN 1503-5034, Vol. 4, p. 4-5Article in journal (Other academic)
  • 300.
    Öström, Åsa
    et al.
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Nilsen, Asgeir
    Örebro University, School of Hospitality, Culinary Arts & Meal Science.
    Sensoriskt språk för svensk färsk- och vinterpotatis som marknadsföringsredskap: sensoriska beskrivningar av 15 vinterpotatissorter och 3 färskpotatissorter - en populärvetenskaplig rapport2010Report (Other (popular science, discussion, etc.))
34567 251 - 300 of 301
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