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'The IKEA Saga': Service Culture and Service Strategy
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.ORCID iD: 0000-0003-2705-0836
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
2002 (English)In: Service Industries Journal, ISSN 0264-2069, E-ISSN 1743-9507, Vol. 22, no 4, p. 153-186Article in journal (Refereed) 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

Place, publisher, year, edition, pages
2002. Vol. 22, no 4, p. 153-186
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-23362OAI: oai:DiVA.org:kau-23362DiVA, id: diva2:597118
Available from: 2013-01-22 Created: 2013-01-22 Last updated: 2017-12-06Bibliographically approved

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Edvardsson, BoEnquist, B

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