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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

Kundenintegration in der Dienstleistungsentwicklung : Erfahrungen aus Schweden

Edvardsson, Bo; Gustafsson, Anders; Witell, Lars - In: Am Puls wirtschaftlicher Entwicklung : Dienstleistungstrends, (pp. 29-40). 2011

Persistent link: https://www.econbiz.de/10008908837

Degree of service-oriented in the pulp and paper industry

Davidsson, Nina; Edvardsson, Bo; Gustafsson, Anders; … - In: International journal of services technology and management 11 (2009) 1, pp. 24-41

Persistent link: https://www.econbiz.de/10003848962

Managing a global retail brand in different markets : meta-analyses of customer responses to service encounters

Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of retailing 98 (2022) 2, pp. 294-314

Persistent link: https://www.econbiz.de/10013364286

Against service innovation : why service innovation is not sustainable

Witell, Lars; Snyder, Hannah; Carlborg, Per - In: Debating innovation : perspectives and paradoxes of an …, (pp. 203-219). 2023

Persistent link: https://www.econbiz.de/10014228410

Handbook of service experience

Kristensson, Per (ed.); Witell, Lars (ed.); … - 2025

"This prescient Handbook adopts an overarching perspective on service experiences in business contexts. Incorporating up-to-date research and empirical case studies, chapters focus on customer experience design, innovation and management in the digital era. The Handbook of Service Experience...

Persistent link: https://www.econbiz.de/10015398201

Competing in a service economy : how to create a competitive advantage through service development and innovation

Gustafsson, Anders; Johnson, Michael D. - 2003 - 1. ed.

Persistent link: https://www.econbiz.de/10001719031

Service encounters, experiences and the customer journey : defining the field and a call to expand our lens

Voorhees, Clay M.; Fombelle, Paul W.; Gregoire, Yany; … - In: Journal of business research : JBR 79 (2017), pp. 269-280

Persistent link: https://www.econbiz.de/10011745316

Upframing service design and innovation for research impact

Patrício, Lia; Gustafsson, Anders; Fisk, Raymond P. - In: Journal of service research : JSR 21 (2018) 1, pp. 3-16

Persistent link: https://www.econbiz.de/10011855771

QUIS 9 symposium : service excellence in management

Evardsson, Bo (contributor); Gustafsson, Anders (contributor) - 2005

This e-book includes selected best papers presented at QUIS 9 (Quality in Services) held at Karlstad university, Sweden in June (15-18) 2004. The symposium was co-hosted by the Center for Service Leadership at Arizona State University, USA, The Warwick Business School at University of Warwick,...

Persistent link: https://www.econbiz.de/10012673104