An Exploratory Study of the Impact of e‐Service Process on Online Customer Satisfaction

Although extensive academic research has examined the dynamics of interpersonal interactions between service providers and customers, much less research has investigated customer service encounters through technological interfaces such as the Web in electronic commerce transactions. Corporate websites have become an important point of contact with customers for many companies. Service has been described as one of the most important attributes for online business to influence traffic and sales. However, more research is needed to understand how Web‐based technological capabilities of services affect customer satisfaction. In this paper, we propose viewing the interface between online buyers and sellers through the lens of service management to identify possible determinants of online customer satisfaction. A company's website is considered its electronic service delivery system. We look at this electronic service delivery system from its process point of view. Our findings indicate that as the electronic service delivery system process improves, a customer's perception of the website's ease of use increases, leading to increased service value and perceived control over the process, which increases customer satisfaction. The research provides evidence that the technological capabilities embedded in the website processes are an important factor in determining service quality and ultimately online customer satisfaction.     

Earnings Inequality and the Gender Gap: An Accounting Exercise for Sweden 1975–1991

Using the Household Income Survey, the earnings of full time, full year workers in Sweden are studied. Earnings inequality as well as the gender earnings gap were found to decrease up to the beginning of the 1980s, when both started to increase. The following questions are also addressed: How much has the changed earnigns gap contributed to changes in earnings inequality? How much should earnings inequality decrease in the case of men and women having the same mean income while keeping inequality within each gender category constant?     

Autonomy,Choice and Control for Older Users of Home Care Services: Current Developments in Swedish Eldercare

In Sweden, a policy shift towards more individualized eldercare, with an emphasis on consumer choice, has taken place. The aim of this study was to analyze the processes and practices of individualized eldercare, focusing on preconditions for older peoples’ choice and control. Data consist of qualitative interviews with users of home care services (n – 12) and staff (n – 12) and participant observations (n – 7) of meetings between staff and older people. The choice and control available to older users emerged as decisions about ‘what’ care and services, ‘who’ should provide the care and services, and ‘how’ the care and services should be performed. Three approaches to enable older people choice and control over their home care services were revealed: test and revise, services elaborated in close collaboration between users, care managers and home care staff; choices in the moment, users could choose services at each occasion; and quality improvement through competition, competing providers develop attractive services. The findings could guide policy makers in combining the strengths of these approaches to enable older people in need of support to become co-producers in designing, managing, as well as consuming, care and services. Future quantitative research is needed to achieve generalizable knowledge about the strengths and weaknesses of different ways to organize eldercare services.     

Informal caregiving for elders in Sweden: an analysis of current policy developments

In Sweden, care of elderly people is a public responsibility. There are comprehensive public policies and programs providing health care, social services, pensions, and other forms of social insurance. Even so, families are still the major providers of care for older people. In the 1990s, the family was "rediscovered" regarding eldercare in Sweden. New policies and legislative changes were promoted to support family caregivers. The development of services and support for caregivers at the municipal level has been stimulated through the use of national grants. As a result, family caregivers have received more recognition and are now more visible. However, the "Swedish model" of publicly financed services and universal care has difficulty addressing caregivers. Reductions in institutional care and cutbacks in public services have had negative repercussions for caregivers and may explain why research shows that family caregiving is expanding. At the same time, a growing "caregivers movement" is lobbying local and national governments to provide more easily accessible, flexible, and tailored support. In 2009, the Swedish Parliament passed a new law that states: "Municipalities are obliged to offer support to persons caring for people with chronic illnesses, elderly people, or people with functional disabilities." The question is whether the new legislation represents a paradigm shift from a welfare system focused on the individual to a more family-oriented system. If so, what are the driving forces, motives, and consequences of this development for the different stakeholders? This will be the starting point for a policy analysis of current developments in family caregiving of elderly people in Sweden.     

The impact of VDU use and psychosocial factors at work on musculoskeletal shoulder symptoms among white-collar workers

This investigation of white-collar workers ( n = 201) in Swedish industrial environments focused on an empirical examination of the relationships between work with visual display units (VDUs), psychosocial factors (skill discretion, appraised work load, job satisfaction), physical work load and musculoskeletal shoulder symptoms. This cross-sectional study was based upon questionnaire surveys carried out at industrial companies. The prevalence of shoulder symptoms during the previous year was 39%. Nearly one-half of the participants reported that they used a VDU for at least 4 h/day ('high VDU use'). High VDU use was related to increased Prevalence Odds Ratio (POR) for shoulder symptoms. After adjustment for physical work load, significant PORs were found in groups with high VDU use in combination with low job satisfaction (POR = 4.8) or high appraised work load (POR = 3.5), compared to groups with low VDU use in combination with high job satisfaction or low work load (reference groups).     

Union density effects in the supermarket industry

Unions provide higher than competitive wages for members, but their effect on non-union wages is not clear. We investigate the effect of union density on supermarket wages from 1986 to 1993, a period of declining real wages and declining union membership. Full-information maximum likelihood techniques are used to estimate log wage equations for both the union and nonunion sectors. Decomposition techniques then separate the union wage premium into the relative effects of densities and union membership. We find a significant, positive effect of union density for both union and nonunion employees. This effect explains approximately one-third of the union-nonunion wage differential. This research was conducted while Johansson was a graduate research assistant at the University of Minnesota.     

Residence in the Social Ecology of Stress and Restoration

We relate residence to health within a social ecological model of stress and restoration. As an isolated setting and in relation to other everyday settings, we discuss the residence in terms of demands, coping resources and responses, and opportunities for restoration. Our model indicates how processes operating above the household level can affect health by modifying the quantity, quality, and distribution of demands, resources, and restoration opportunities within and across the settings of everyday life, including the residence. We illustrate some of these social ecological dynamics with the case of home-based telework. Concluding, we discuss the utility of the model for environmental interventions intended to alleviate health-threatening chronic stress .