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Customer experiences in crisis situations : an agency-structure perspective
Tronvoll, Bård; Edvardsson, Bo - In: Marketing theory 22 (2022) 4, pp. 539-562
Persistent link: https://www.econbiz.de/10013435578
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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
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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
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Negative emotions and their effect on customer complaint behaviour
Tronvoll, Bård - In: Journal of service management 22 (2011) 1, pp. 111-134
Persistent link: https://www.econbiz.de/10009010792
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A dynamic model of customer complaining behaviour from the perspective of service-dominant logic
Tronvoll, Bård - In: European journal of marketing : EJM 46 (2012) 1/2, pp. 284-305
Persistent link: https://www.econbiz.de/10009514971
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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
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Design dimensions of experience rooms for service test drives : case studies in several service contexts
Edvardsson, Bo; Enquist, Bo; Johnston, Robert - In: Managing service quality : MSQ ; an international journal 20 (2010) 4, pp. 312-327
Persistent link: https://www.econbiz.de/10008655295
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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
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My customers are in my blind spot : are they changing and I cannot see it?
Wägar, Karolina; Roos, Inger; Ravald, Annika; … - In: Journal of service research : JSR 15 (2012) 2, pp. 150-165
Persistent link: https://www.econbiz.de/10009548675
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A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Svari, Sander; Slåtten, Terje; Svensson, Göran; … - In: The journal of services marketing 25 (2011) 5, pp. 323-335
Persistent link: https://www.econbiz.de/10009272255