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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

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

Competitive advantage through service differentiation by manufacturing companies

Gebauer, Heiko; Gustafsson, Anders; Witell, Lars - In: Journal of business research : JBR 64 (2011) 12, pp. 1270-1280

Persistent link: https://www.econbiz.de/10009382589

Customer co-creation in service innovation : a matter of communication?

Gustafsson, Anders; Kristensson, Per; Witell, Lars - In: Journal of service management 23 (2012) 3, pp. 311-327

Persistent link: https://www.econbiz.de/10009619172

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

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

The effect of frontline employees' personal self-disclosure on consumers' encounter experience

Andersson, Pernille K.; Gustafsson, Anders; Kristensson, Per - In: Journal of retailing and consumer services 30 (2016), pp. 40-49

Persistent link: https://www.econbiz.de/10011473141

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