The New Service Economy - KK-stiftelsen

The New Service Economy
Bilaga A: Peer review report of The New Service
Economy
The peer review
This review of the research environment NSE (The New Service Economy)
at CTF (The Centre for Service Research) at Karlstad University forms an
input to the final evaluation of the initiative and the research profiles succeeding
work. The review was carried out by:
• Klaus Chojnacki, Strategy Management Volkswagen After Sales
• Professor Dwayne Gremler, Bowling Green State University, USA
• Professor Jon Sundbo, Department of Communication, Business and
Information Technologies, Roskilde University, Denmark
• Professor Magnus Söderström, Avdelningen för pedagogik, Växjö universitet
The review is based on a dialogue between the review team and the NSE
team (management, researchers, members of the reference group) meeting
in Karlstad 2008-12-15. The discussions during the evaluation day were
divided into five sessions:
• A short welcome and introduction about achievements, given by the
profile leader Patrik Larsson and by professor Bo Edvardsson.
• A session about industry collaboration and impact.
• A session about scientific results.
• A session about profiling and long-term sustainability.
• A final session about the profile’s impact on education.
The discussions and questions raised by the peer review panel were closely
related to the criteria in the contract between the research profile and the
Knowledge Foundation.
The review is also based on information provided in the self-evaluation
report from November 13, 2008, annual reports and the final report of the
profile program from September 25, 2008.
The review team’s observations and recommendations are based on information
available in these sources and might not be fully comprehensive.
The report might therefore contain misunderstandings from the side of the
review team as well as recommendations that reflect steps already taken by
the research profile.
The report is based on discussions within the review team. The team has
focussed on areas where the NSE show clear achievements as well as areas
that the NSE group are recommended to effectively address in order to di-
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