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Number 3 - Critical incident techniques: Towards a framework for analysing the criticality of critical incidents
Edvardsson, Bo; Roos, Inger - In: International journal of service industry management : IJSIM 12 (2001) 3-4, pp. 251-268
Persistent link: https://www.econbiz.de/10007112559
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Defining relationship quality for customer-driven business development: A housing-mortgage company case
Roos, Inger; Gustafsson, Anders; Edvardsson, Bo - In: International journal of service industry management : IJSIM 17 (2006) 2, pp. 207
Persistent link: https://www.econbiz.de/10007095016
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The role of customer clubs in recent telecom relationships
Roos, Inger; Gustafsson, Anders; Edvardsson, Bo - In: International journal of service industry management : IJSIM 16 (2005) 5, pp. 436-454
Persistent link: https://www.econbiz.de/10007097168
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Service portraits in service research: a critical review
Edvardsson, Bo; Gustafsson, Anders; Roos, Inger - In: International journal of service industry management : IJSIM 16 (2005) 1, pp. 107
Persistent link: https://www.econbiz.de/10007099094
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New service development: learning from and with customers
Matthing, Jonas; Sandén, Bodil; Edvardsson, Bo - In: International journal of service industry management : IJSIM 15 (2004) 5, pp. 479-498
Persistent link: https://www.econbiz.de/10007100128