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How to create attractive and unique customer experiences : An application of Kano's theory of attractive quality to recreational tourism

Högström, Claes; Rosner, Marina; Gustafsson, Anders - In: Marketing Intelligence & Planning 28 (2010) 4, pp. 385-402

Purpose – The aim of this paper is to understand the differences across various quality dimensions and how these contribute to experienced quality and satisfaction among users. Design/methodology/approach – The study applies the Kano model of attractive quality to a destination (in this case...

Persistent link: https://www.econbiz.de/10014946213

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

Customer satisfaction with service recovery

Gustafsson, Anders - In: Journal of business research : JBR 62 (2009) 11, pp. 1220-1222

Persistent link: https://www.econbiz.de/10003897473

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

Improving the prerequisites for customer satisfaction and performance : a study of policy deployment in a global truck company

Edvardsson, Bo; Gustafsson, Anders; Roos, Lars-Uno - In: International journal of quality and service sciences 2 (2010) 2, pp. 239-258

Persistent link: https://www.econbiz.de/10003996753

Relationship characteristics and cash flow variability : implications for satisfaction, loyalty, and customer portfolio management

Tarasi, Crina O.; Bolton, Ruth N.; Gustafsson, Anders; … - In: Journal of service research : JSR 16 (2013) 2, pp. 121-137

Persistent link: https://www.econbiz.de/10009774895

Turning customer satisfaction measurements into action

Olsen, Line Lervik; Witell, Lars; Gustafsson, Anders - In: Journal of service management 25 (2014) 4, pp. 556-571

Persistent link: https://www.econbiz.de/10010405193

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

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