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Conducting service research that matters

Gustafsson, Anders; Aksoy, Lerzan; Brady, Michael K.; … - In: The journal of services marketing 29 (2015) 6/7, pp. 425-429

Persistent link: https://www.econbiz.de/10011418248

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

How customer experience management reconciles strategy differences between East and West

Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of global scholars of marketing science : … 31 (2021) 3, pp. 273-295

Persistent link: https://www.econbiz.de/10012549083

Creating brand engagement through in-store gamified customer experiences

Högberg, Johan; Olsson Ramberg, Marcus; Gustafsson, Anders - In: Journal of retailing and consumer services 50 (2019), pp. 122-130

Persistent link: https://www.econbiz.de/10012114145

The use of electrodermal activity (EDA) measurement to understand consumer emotions : a literature review and a call for action

Caruelle, Delphine; Gustafsson, Anders; Shams, Poja; … - In: Journal of business research : JBR 104 (2019), pp. 146-160

Persistent link: https://www.econbiz.de/10012104948

Customer experience (CX), employee experience (EX) and human experience (HX) : introductions, interactions and interdisciplinary implications

Gustafsson, Anders; Caruelle, Delphine; Bowen, David E. - In: Journal of service management 35 (2024) 3, pp. 333-356

Persistent link: https://www.econbiz.de/10015078004

Emotional arousal in customer experience : a dynamic view

Caruelle, Delphine; Shams, Poja; Gustafsson, Anders; … - In: Journal of business research : JBR 170 (2024), pp. 1-12

Persistent link: https://www.econbiz.de/10014535197

The clock is tickin-Or is it? : customer satisfaction response to waiting shorter vs. longer than expected during a service encounter

Caruelle, Delphine; Lervik-Olsen, Line; Gustafsson, Anders - In: Journal of retailing 99 (2023) 2, pp. 247-264

Persistent link: https://www.econbiz.de/10014321982

Fresh perspectives on customer experience

McColl-Kennedy, Janet R.; Gustafsson, Anders; Jaakkola, … - In: Journal of Services Marketing 29 (2015) 6/7, pp. 430-435

Purpose – The purpose of this paper is to provide directions for future research on: broadening the role of customers in customer experience; taking a practice-based approach to customer experience; and recognizing the holistic, dynamic nature of customer experience across all touch points and...

Persistent link: https://www.econbiz.de/10014905842

Conducting service research that matters

Gustafsson, Anders; Aksoy, Lerzan; Brady, Michael K.; … - In: Journal of Services Marketing 29 (2015) 6/7, pp. 425-429

Purpose – The purpose of this paper is to encourage the reader to think differently about service-related issues and to strive to conduct service research that makes a transformational impact on individuals, organizations and society. The authors suggest that service researchers are in an...

Persistent link: https://www.econbiz.de/10014905934