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THE IKEA  Saga: How Service Culture Drives Service Strategy
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.ORCID iD: 0000-0003-2705-0836
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
2002 (English)In: The Service Industries Journal, Vol. 22, no 04, 153-186 p.Article 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 04, 153-186 p.
National Category
Economics and Business
URN: urn:nbn:se:kau:diva-29761DOI: 10.1080/714005098OAI: diva2:657381
Available from: 2013-10-18 Created: 2013-10-18 Last updated: 2015-05-27Bibliographically approved

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