PurposeThe aim of the paper is to contribute to a better understanding of the theory of attractive quality through an empirical investigation of an e‐service. Our focus is on the consistency of different levels of service attributes and their dynamics. Our empirical investigation aims to increase both the validity of the theory of attractive quality and the use of technology readiness as a means to understand the variation of customer perceptions of service attributes.Design/methodology/approachA survey of customers' technology readiness, usage and perceptions of an e‐service was conducted. Four propositions concerning the consistency and dynamics of Kano's theory of attractive quality are tested, mainly using general linear models.FindingsOur results show that by investigating customers at different stages of the service adoption curve, a better understanding of certain dynamics of service attributes can be achieved. When the e‐service was introduced, it was perceived as indifferent; at present it is seen as an attractive service by the market. But the early adopters of e‐services already regard it as a one‐dimensional or a must‐be service.Originality/valueThe study provides a new framework and methodology for how to investigate the dynamics of service attributes, not only between individuals within different market segments, but also at different service attribute levels. From a managerial standpoint, our results suggest consequential insight about the life cycle of the services that an organization provides to its customers.

In today's increasingly competitive market, it is important both to delight and to avoid disappointing the customers. Thus, it is of value to have a systematic process for obtaining feedback from the customers, not only as a basis for corrective action relating to current products, but also as vital input to the new product development process. How can we meet our present and future customers' expectations, if we do not have a feedback process that handles available information? This study investigates how this feedback process functions, and it seeks potential improvement. Three organizations are studied, and data are collected through interviews and personal observation. The case studies are conducted as a collaborative project with three Swedish manufacturing companies and the

From its inception, the field of quality management (QM) has been characterised by practicedriven development. Although QM has reached maturity as a field of research based on empirical enquiry, its practitioners still struggle to adapt QM implementations to reap their benefits. This study aims to identify their challenges to better understand how contemporary QM research addresses them. We propose approaches to bridge the potential relevance gaps between research and practice. A Delphi study of QM practitioners in Swedish private and public organisations, several of which operate globally, generated 49 challenges. An exploratory factor analysis was performed to cluster these challenges into themes, and the literature was reviewed to investigate how each theme has been addressed in QM research.The empirical investigation identified three themes related to future QM challengesorganisations' adaptability to rapid changes in the business environment, quality as a strategic concern for business owners, and managerial ownership of quality. By analysing these challenges, six propositions for future research were proposed to reduce potential relevance gaps. Future research should focus on how to make QM a strategic concern for owners, and explore how it can contribute to organisational ambidexterity and adaptability. Research should also determine how context influences the way QM is applied, and investigate how it can improve organisational learning and innovation. Finally, research should indicate how top managers can adopt the responsibilities of quality managers, and explore the ways the principal values of QM can be better integrated into organisations.

UNDERSTANDING NEW SERVICE DEVELOPMENT AND SERVICE INNOVATION THROUGH INNOVATION MODES ABSTRACT PurposeThe purpose of this paper is to explore the role of innovation modes in understanding challenges of integrated NSD and NPD, and the use of structured NSD processes in manufacturing firms. Design/Methodology/ApproachThe research is based on a two-stage multiple case study. The first stage is an interview study of 17 key informants representing manufacturing firms in the machine industry.The second stage is an in-depth study of three service innovations at three manufacturing firms based on 16 interviews with key informants. FindingsThe results of the study show that NSD processes are often more structured if the service is developed separately from the product. The fact that different innovation modes benefit from varying degrees of structure in the development process means that integrated service development can be challenging. Furthermore, service innovations often follow a trajectory of innovation modes before succeeding in the market. Some innovation modes occur within the NSD process, while others occur outside the process.One success factor for NSD is the fit between the innovation modes and the NSD process, rather than the NSD process per se. Originality/ValueThis research uses innovation modes to explain why NSD in manufacturing firms is often performed on an ad hoc basis, and how service innovations go through a trajectory of innovation modes. In this way, the study contributes to theory development of service innovation, and specifically service innovations in manufacturing firms.