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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

Service innovativeness in retailing : increasing the relative attractiveness during the COVID-19 pandemic

Pilawa, Joanna; Witell, Lars; Valtakoski, Aku; … - In: Journal of retailing and consumer services 67 (2022), pp. 1-10

Persistent link: https://www.econbiz.de/10013364443

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

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

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

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

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

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

Consumer lying behavior in service encounters

Snyder, Hannah; Witell, Lars; Gustafsson, Anders; … - In: Journal of business research : JBR 141 (2022), pp. 755-769

Persistent link: https://www.econbiz.de/10013168018