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'The IKEA Saga': Service Culture and Service Strategy
Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.ORCID-id: 0000-0003-2705-0836
Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
2002 (engelsk)Inngår i: Service Industries Journal, ISSN 0264-2069, E-ISSN 1743-9507, Vol. 22, nr 4, s. 153-186Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

Not much attention has been devoted to the relationship between service culture and service strategy, including services marketing strategy. The assumption that service culture drives service strategy has not been empirically examined. The aim of this paper is to contribute to a better understanding of the strategic role that service culture and service strategy have for business development in a long-term perspective. The empirical basis for our discussion comes from IKEA, the largest retail furniture firm in the world. Our results clearly show the importance of a strong and dynamic service culture for market and business success

sted, utgiver, år, opplag, sider
2002. Vol. 22, nr 4, s. 153-186
HSV kategori
Forskningsprogram
Företagsekonomi
Identifikatorer
URN: urn:nbn:se:kau:diva-23362OAI: oai:DiVA.org:kau-23362DiVA, id: diva2:597118
Tilgjengelig fra: 2013-01-22 Laget: 2013-01-22 Sist oppdatert: 2017-12-06bibliografisk kontrollert

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