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02:20
Swedish School Meals - to develop trust and the appreciation
Nilson, Marianne 1 ; Öström, Åsa 2
1 Stockholm University, School of Business, Stockholm, Sweden;
2 University of Örebro, School of Hospitality, Culinary Arts and
Meal Science, Örebro, Sweden
We examine factors that have an impact on how school meals
are perceived, how the obvious interaction and strength of
relationships between teachers, students and kitchen staff
affects the acceptance of school feeding. We focus in particular
on how practice, the sensory and linguistic aspects are handled.
The intention is to identify factors that determine service
and quality experience. The background to our interest is
the criticism of the school meals served. Policy decisions
and budget is usually discussed in the media. But students’
and teachers’ behavior is likely to affect how the meal is
experienced. Circumstances like the kitchen and facilities,
planned menus and purchased items, have obvious impact,
as well as kitchen staffs’ knowledge. The interaction and the
strength of relationships between students, teachers and kitchen
staff should be of a very decisive meaning. Significant for this
interaction are the actors habits and practice (Bordieu 1990,
[1980], Reckwitz, 2002).
A crucial factor in man’s relationship to food is the ability to
perceive flavors and aromas. Sensory analysis is the science that
deals with this area. According to Koester (2003) is a great
smell and taste ability strongly related to learning, experiences
and memories. The sensory pay attention to how we
communicate and relate to the perceived taste quality. Gherardi
(2009) addresses the practice not only in terms of activities.
Taste and values are also important factors in practice and a
common vocabulary to express how taste is perceived is of
great importance within a group.
Even though the importance of school meal has been observed,
the theoretical knowledge about sensory function and
importance of language for school food appreciation has a
negligible extent, attention. The importance of the interplay
between the various partners involved in school meals have
not, as far as we could judge, been noted. Against this
background, we started a study in autumn 2010.
We have found factors that may affect the perceived quality,
relationships and the strength of the interaction between the
three groups of players. The strength of the interaction seemed
to have a particular impact and could be a possible explanation
for the actors´ perception of service and quality and how it is
communicated.
02:21
Waste management as critical urban service
Corvellec, Herve; Hultman, Johan
Lund University, Dept of Service Management, Helsingborg,
Sweden
The purpose of this presentation is to bring together literature
on service management (e.g., Grönroos 2008), critical
infrastructure (e.g., Egan 2007), services of general interest
(e.g., de Walle 2008), and urban geography (e.g., Latham 2009)
to show that waste management can be considered as a critical
urban service. Waste management is a service in the sense
that it brings solutions to something that people experience
as a problem, something that self-presentations of Swedish
municipal waste management companies systematically
underscore. It is a critical infrastructure in the sense that no
consumption-intensive society can do without effective waste
management, neither for a few days nor on the long term.
It is of general interest in the sense that waste management
answers to a legal responsibility of public authorities to cater
for societal and environmental needs regardless of whether
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the activity is profitable or not. And it is urban service in the
sense that it is amongst the infrastructures that make densely
populated cities at all possible. Defining waste management
as a critical urban service is also a way to underscore the
essential contribution that waste management companies can
bring to sustainable modes of producing and consuming and a
sustainable urban development.
This presentation is part of the Organizing Critical
Infrastructure Services - A Case Study of Waste Management
research program, Lund University.
References
de Walle, S.V. (2008) What services are public? What aspects of
performance are to be ranked? The case of ”services of general
interest”. International Public Management Journal 11(3):
256-274.
Egan, Matthew Jude (2007) Anticipating Future Vulnerability:
Defining Characteristics of Increasingly Critical Infrastructurelike
Systems. Journal of Contingencies and Crisis Management,
15 (1), sid 4-17.
Grönroos, Christian (2008) Service management
och marknadsföring: kundorienterat ledarskap i
servicekonkurrensen (andra upplagan). Malmö: Liber
Latham, Alan (2009). Key concepts in urban geography. Los
Angeles (CA), SAGE
02:22
Services for sustainability: a transportation case
Tsvetkova, Anastasia; Stoor, Robert; Gustafsson, Magnus;
Wikstrom, Kim
Abo Akademi University, Department of Chemical
Engineering, Laboratory of Industrial Management, Turku,
Finland
In order to make industrial operations sustainable, their
environmental impact needs to be minimized while ensuring
the economic growth and social wellbeing. This can be
addressed by effectively and safely cycling the material and
energy flows between business enterprises. Due to the systemoriented
character of such industrial organization there are
challenges in organizing the cooperation and ensuring that
it indeed contributes to sustainability. The article proposes
a way to overcome the challenges related to the required
business integration by developing specific services in the
business models that eliminate the barriers and incorporate
the missing actors into the sustainable business solution. The
development of such business driven models focus on value
creation of a large number of businesses for the overall sector
growth, rather than only individual benefits. Services are
explored in the article as the key tool in building and increasing
the businesses’ sustainability by making them outwardoriented.
The paper covers the results of the research project
for developing a sustainable transportation system based on
biogas. The distinctive feature of the system is that it involves
various businesses from agricultural, energy, transportation
and waste management sectors, which requires integration
for the sustainable business to be established. The missing
functions and processes outside the current business models
or the interfaces between the separate business models were
assessed during the research as the potential for new services
for sustainability. These services are supposed to make the
current business models outward-oriented or become the basis
for new business models. At the same time the introduction
of certain services for sustainability is intended to incorporate
the missing or obstructing actors into the business model for
the sustainable solution. The paper discusses the potential
for new or improved services for the sustainable business