THE IKEA Saga: How Service Culture Drives Service Strategy
2002 (English)In: The Service Industries Journal, Vol. 22, no 04, 153-186 p.Article in journal (Refereed) Published
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.
Economics and Business
IdentifiersURN: urn:nbn:se:kau:diva-29761DOI: 10.1080/714005098OAI: oai:DiVA.org:kau-29761DiVA: diva2:657381