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~person:"Edvardsson, Bo"
~subject:"Customer satisfaction"
~subject:"Sweden"
~subject:"United Kingdom"
~type:"article"
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Customer satisfaction
Sweden
United Kingdom
Dienstleistungsqualität
23
Service quality
23
Kundenzufriedenheit
9
Beziehungsmarketing
8
Relationship marketing
8
Beschwerdemanagement
7
Complaint management
7
Betriebliche Wertschöpfung
5
Consumer behaviour
5
Customer service
5
Dienstleistung
5
Konsumentenverhalten
5
Kundenservice
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Schweden
5
Services
5
Value creation
5
Customer integration
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Dienstleistungssektor
4
Kundenintegration
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Service industry
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Gastronomie
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Restaurant industry
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Service-Dominant Logic
3
Service-dominant logic
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Customer experience
2
Customer value
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Dienstleistungsmanagement
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Emotion
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Forschung
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Industrie
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Innovation
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Innovation management
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Innovationsmanagement
2
Justice theory
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Kundenwert
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English
12
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Edvardsson, Bo
Han, Heesup
34
Prentice, Catherine
23
Mattila, Anna S.
22
Prybutok, Victor R.
21
Sharma, Piyush
18
Wong, IpKin Anthony
16
Shahin, Arash
14
Söderlund, Magnus
14
Balaji, M. S.
13
McColl-Kennedy, Janet R.
13
Bilgihan, Anil
12
Gustafsson, Anders
12
Grégoire, Yany
11
Ali, Faizan
10
Amin, Muslim
10
Guchait, Priyanko
10
Hyun, Sunghyup Sean
10
Jang, Soocheong
10
Ladhari, Riadh
10
Quach, Sara
10
Roy, Sanjit
10
Sparks, Beverley
10
Sreejesh, S.
10
Su, LuJun
10
Torres, Edwin N.
10
Van Vaerenbergh, Yves
10
Gong, Taeshik
9
Hsu, Cathy H. C.
9
Hsu, Maxwell K.
9
Izogo, Ernest Emeka
9
Qin, Hong
9
Roberts-Lombard, Mornay
9
Witell, Lars
9
Akroush, Mamoun N.
8
Bujisic, Milos
8
Gruber, Thorsten
8
Gursoy, Dogan
8
Klaus, Philipp
8
Marimon, Frederic
8
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Journal of service management
3
International journal of quality and service sciences
2
Journal of business research : JBR
1
Journal of retailing and consumer services
1
Managing service quality : MSQ ; an international journal
1
Marketing letters : a journal of research in marketing
1
Service Excellence als Impulsgeber : Strategien - Management - Innovationen - Branchen ; Bernd Stauss zum 60. Geburtstag
1
Service quality and management
1
The service industries journal
1
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ECONIS (ZBW)
12
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1
Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko
;
Edvardsson, Bo
;
Otterbring, Tobias
; …
- In:
Marketing letters : a journal of research in marketing
34
(
2023
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
Saved in:
2
Justice (is not the same) for all : the role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko
;
De Keyser, Arne
;
Edvardsson, Bo
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 342-351
Persistent link: https://www.econbiz.de/10012643777
Saved in:
3
Show you care : initiating co-creation in service recovery
Xu, Yingzi
;
Marshall, Roger
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
3
,
pp. 369-387
Persistent link: https://www.econbiz.de/10010384971
Saved in:
4
Customer experience from a self-service system perspective
Åkesson, Maria
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
5
,
pp. 677-698
Persistent link: https://www.econbiz.de/10010426047
Saved in:
5
Recovering service failure through resource integration
Xu, Yingzi
;
Tronvoll, Bård
;
Edvardsson, Bo
- In:
The service industries journal
34
(
2014
)
16
,
pp. 1253-1271
Persistent link: https://www.econbiz.de/10010492121
Saved in:
6
Measuring service experience : applying the satisfaction with travel scale in public transport
Olsson, Lars E.
;
Friman, Margareta
;
Pareigis, Jörg
; …
- In:
Journal of retailing and consumer services
19
(
2012
)
4
,
pp. 413-418
Persistent link: https://www.econbiz.de/10009571283
Saved in:
7
The physical environment as a driver of customers' service experiences at restaurants
Walter, Ute
;
Edvardsson, Bo
- In:
International journal of quality and service sciences
4
(
2012
)
2
,
pp. 104-119
Persistent link: https://www.econbiz.de/10009573208
Saved in:
8
Exploring internal mechanisms forming customer servicescape experiences
Pareigis, Jörg
;
Echeverri, Per
;
Edvardsson, Bo
- In:
Journal of service management
23
(
2012
)
5
,
pp. 677-695
Persistent link: https://www.econbiz.de/10009666543
Saved in:
9
Exploring the role of the service environment in forming customer's service experience
Pareigis, Jörg
;
Edvardsson, Bo
;
Enquist, Bo
- In:
International journal of quality and service sciences
3
(
2011
)
1
,
pp. 110-124
Persistent link: https://www.econbiz.de/10009012257
Saved in:
10
Drivers of customers' service experiences : a study in the restaurant industry
Walter, Ute
;
Edvardsson, Bo
;
Öström, Åsa
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
3
,
pp. 236-258
Persistent link: https://www.econbiz.de/10003980791
Saved in:
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