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The theory of attractive quality and experience offerings

Högström, Claes - In: The TQM Journal 23 (2011) 2, pp. 111-127

Purpose – The aim of this paper is to discuss the use of the theory of attractive quality and the Kano methodology in an experience context in order to understand how different experienced attributes contribute to delight and satisfaction among customers. Design/methodology/approach – The...

Persistent link: https://www.econbiz.de/10015031934

How do corporate social responsibility (CSR) and innovativeness increase financial gains? : a customer perspective analysis

Ghanbarpour, Tohid; Gustafsson, Anders - In: Journal of business research : JBR 140 (2022), pp. 471-481

Persistent link: https://www.econbiz.de/10013040676

Designing satisfying service encounters : website versus store touchpoints

Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of the Academy of Marketing Science 50 (2022) 1, pp. 85-107

Persistent link: https://www.econbiz.de/10012819742

The influence of active and passive customer behavior on switching in customer relationships

Roos, Inger; Gustafsson, Anders - In: Managing service quality : MSQ ; an international journal 21 (2011) 5, pp. 448-464

Persistent link: https://www.econbiz.de/10009315790

Let the music play or not : the influence of background music on consumer behavior

Andersson, Pernille K.; Kristensson, Per; Wästlund, Erik; … - In: Journal of retailing and consumer services 19 (2012) 6, pp. 553-560

Persistent link: https://www.econbiz.de/10009655509

Heuristics and resource depletion : eye-tracking customers' in situ gaze behavior in the field

Wästlund, Erik; Otterbring, Tobias; Gustafsson, Anders; … - In: Journal of business research : JBR 68 (2015) 1, pp. 95-101

Persistent link: https://www.econbiz.de/10010433161

Vision (im)possible? : the effect of in-store signage on customers' visual attention

Otterbring, Tobias; Wästlund, Erik; Gustafsson, Anders; … - In: Journal of retailing and consumer services 21 (2014) 5, pp. 676-684

Persistent link: https://www.econbiz.de/10010407245

Small details that marke big differences : a radical approach to consumption experience as a firm's differentiating strategy

Bolton, Ruth N.; Gustafsson, Anders; McColl-Kennedy, … - In: Journal of service management 25 (2014) 2, pp. 253-274

Persistent link: https://www.econbiz.de/10010343471

Does service employees' appearance affect the healthiness of food choice?

Huneke, Tabea; Benoit, Sabine; Shams, Poja; Gustafsson, … - In: Psychology & marketing 32 (2015) 1, pp. 94-106

Persistent link: https://www.econbiz.de/10011287628

Fresh perspectives on customer experience

McColl-Kennedy, Janet R.; Gustafsson, Anders; Jaakkola, … - In: The journal of services marketing 29 (2015) 6/7, pp. 430-435

Persistent link: https://www.econbiz.de/10011418250