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  • 1.
    Andersson K, Pernille
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Acting as we were friends: the influence of contact employee self-disclosure on customer reciprocity2012Conference paper (Refereed)
  • 2.
    Andersson K, Pernille
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    I'll tell you something private and you'll buy from me: Effects of self-disclosure on reciprocity2012Conference paper (Refereed)
  • 3.
    Andersson K, Pernille
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Selling by Telling: Effects of Self-disclosure on ReciprocityManuscript (preprint) (Other academic)
  • 4.
    Andersson K, Pernille
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. BI Norwegian Sch Management, Oslo, Norway.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    The effect of frontline employees' personal self-disclosure on consumers' encounter experience2016In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 30, no May, p. 40-49Article in journal (Refereed)
    Abstract [en]

    The purpose of this paper is to investigate how frontline employee self-disclosure influences consumers’ reciprocal behavior. To investigate the effects of frontline employee self-disclosure, two experiments were conducted with a total sample of 475 participants. The results show that when frontline employees disclose personal information in one-time encounters, they are perceived as less competent and more superficial. The results also show that self-disclosure negatively affects reciprocal behavior, but that this is mediated through liking, competence, superficiality, and satisfaction. These findings suggest that it is not always beneficial for employees to use self-disclosure as a strategy for garnering a consumer's trust or satisfaction, which counters previous research that suggest that disclosure of personal information is a good way to positively influence consumers in the retail environment.

  • 5.
    Andersson K, Pernille
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Let the music play or not: the influence of background music on consumer behavior.2012In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 19, no 6, p. 553-560Article in journal (Refereed)
    Abstract [en]

    This study concerns the effect that music has on consumer behavior in two different retail contexts during regular opening hours. Two studies were conducted in a field setting with consumers (N=550). Consumers were recruited to answer questions regarding behavioral measures, attitudes, and mood during days when background music was played. The conclusions from the two studies are that music affects consumer behavior, but also that the type of retail store and gender influences both the strength and direction of the effect

  • 6.
    Andersson K, Pernille
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    The effect of gaze on consumers’ encounter evaluation2016In: International Journal of Retail & Distribution Management, ISSN 0959-0552, E-ISSN 1758-6690, Vol. 44, no 4, p. 372-396Article in journal (Refereed)
    Abstract [en]

    Purpose – The research concerns the effect of frontline employees’ averted or direct gaze on consumers’ evaluation of the encounter. The purpose of this paper is to demonstrate that in normal interactions, a direct or averted gaze affects people’s evaluation of others. The question was whether this finding would hold true in commercial interactions.

    Design/methodology/approach – The authors conducted three experiments using a written scenario with a photograph among a total sample of 612 participants.

    Findings – This research showed that consumers’ social impression of the frontline employees mediated the effect of the employees’ gazing behaviour on consumers’ emotions and satisfaction with the encounters. The findings also showed that averting gaze had a negative effect on consumers’ first impression of the frontline employee, which affected consumers’ satisfaction with the encounter. The findings also showed that a direct gaze had a negative effect on encounter satisfaction when consumers sought to purchase embarrassing products.

    Originality/value – The research demonstrated that the effect of gaze on encounter satisfaction was mediated by the social impression and moderated by consumers’ approach/avoidance motivation.

  • 7.
    Andersson, Pernille
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Kristensson, Per
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    How friendship might create reciprocal effects in terms of purchases2012Conference paper (Refereed)
  • 8.
    Andersson, Pernille
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Kristensson, Per
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Background music as part of the servicescape: A study of the effect of music on the shopping experience2011Conference paper (Refereed)
  • 9.
    Andreassen, Tor Wallin
    et al.
    Norwegian Sch Econ, Ctr Serv Innovat, Bergen, Norway..
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Lervik-Olsen, Line
    Norwegian Sch Econ, Ctr Serv Innovat, Bergen, Norway.;Norwegian Business Sch, Oslo, Norway..
    Parasuraman, A.
    Univ Miami, Sch Business, Coral Gables, FL 33124 USA..
    McColl-Kennedy, Janet R.
    Univ Queensland, UQ Business Sch, Brisbane, Qld, Australia..
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Colurcio, Maria
    Univ Magna Graecia Catanzaro Italy, Catanzaro, Italy..
    Linking service design to value creation and service research2016In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 27, no 1, p. 21-29Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this paper is to develop a framework for understanding service design and how service design relates to central concepts within service marketing. Design/methodology/approach - For companies, service design is growing in importance and has become a crucial capability to survive in the service-dominant economy. Service design increases the capacity to improve not only service experiences but also organizational design. On this premise, the authors propose a conceptual framework. Findings - By relating service design to research efforts within service marketing, dual value creation can be enhanced. As such, the conceptual framework portrays service design as an enhancer of customer experience and organizational performance. Originality/value - To the authors knowledge, service design has not been discussed in the service marketing literature. Thus, this is the first attempt to see service design in light of well-established service marketing models such as SERVQUAL and an updated version of the Service-profit-chain.

  • 10. Edvardsson, B.
    et al.
    Gustafsson, A.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Magnusson, P.
    Matthing, J.
    Involving Customers in New Service Development2006Book (Refereed)
  • 11.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Edvardsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Magnusson, Peter
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Sundström, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Customer integration in service development and innovation – methods and a new framework2010Report (Other academic)
  • 12.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Magnusson, Peter
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Matthing, Jonas
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Introduction2006In: Involving Customers in New Service Development, Imperial College Press, 2006, p. 1-13Chapter in book (Refereed)
  • 13.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Magnusson, Peter
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Matthing, Jonas
    Involving Customers in New Service Development2006Book (Refereed)
  • 14.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Magnusson, Peter R
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Matthing, Jonas
    Involving Customers in New Service Development2006 (ed. 1)Book (Other academic)
  • 15.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Kristensson, Per
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies.
    Tronvoll, Bård
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    New service development from the perspective of value co-creation in a service system2014In: Handbook on Research in Service Marketing / [ed] Roland T Rust, Ming-Hui Hung, Boston: Edward Elgar Publishing, 2014Chapter in book (Refereed)
  • 16.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Customer Integration in Service Innovation2010In: The handbook of Innovation and Services: A multi-disciplinary perspective / [ed] Faïz Gallouj & Faridah Djellal, Cheltenham: Edward Elgar Publishing, 2010, p. 301-317Chapter in book (Refereed)
  • 17.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Service Innovation and Customer Co-development2010In: The Handbook of Service Science: a research perspective / [ed] Maglio, Paul P.; Kieliszewski, Cheryl A.; Spohrer, James C. (Eds.), New York, USA: Springer , 2010, p. 561-578Chapter in book (Refereed)
  • 18.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Magnusson, Peter R
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Sundström, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Customer integration within service development: A review of methods and an analysis of insitu and exsitu contributions2012In: Technovation, ISSN 0166-4972, E-ISSN 1879-2383, Vol. 32, no 7-8, p. 419-429Article in journal (Refereed)
    Abstract [en]

    This article aims to contribute to a better understanding of how to integrate customerswithinservicedevelopment by assessing different methods of obtaining use information. The article reviews and classifies methods for customerintegration and it also presents a new framework that suggests four modes of customerintegration in which data is classified either as insitu (data captured in a customer's use situation) or exsitu (data captured outside the use situation) and as either incontext or excontext. Context is defined as a resource constellation that is available for customers to enable value co-creation. Accordingly, incontext refers to methods in which the customer is in the actual use context and has access to various resources, while excontext refers to a situation in which the customer is outside the use context and, therefore, has no direct access to the resources.

  • 19.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Magnusson, Peter R
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Sundström, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Learning from and with customers in the development of new services: A review of customer involvement methods2008In: Frontiers in Service Conference 17th annual conference, Washington, DC, 2008Conference paper (Refereed)
  • 20.
    Friman, Margareta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Pedersen, Tore
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Affective Forecasting: Improving Habitual Car Users' Predictions about Future Satisfaction with Public Transport2009Conference paper (Refereed)
  • 21.
    Friman, Margareta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Pedersen, Tore
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Consumers Reluctance to Use Public Services: Effects of a Defocusing Technique on Car Users Predictions of Future Satisfaction with Public Transport2011Conference paper (Refereed)
  • 22.
    Friman, Margareta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Pedersen, Tore
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Effect of Critical Incidents on Car Users' Predicted Satisfaction with Public Transport2009Conference paper (Refereed)
  • 23.
    Friman, Margareta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Pedersen, Tore
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Effects of a Trial Passenger Project on Habitual Car Users' Capacity to make a Permanent Travel Mode Shift towards Public Transport Use2009Conference paper (Refereed)
  • 24.
    Friman, Margareta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Pedersen, Tore
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Facilitating Sustainable Practice: Long-Term Effects of a Trial Passenger Project on Habitual Car Users' Frequency of Public Transport Use2009Conference paper (Refereed)
  • 25.
    Gustafsson, Anders
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Andersson, Pernille
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Wästlund, Erik
    Let the music play...or not: the influence of background music on consumer behaviour2010Conference paper (Refereed)
  • 26.
    Gustafsson, Anders
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Fombelle, Paul
    NorthEastern University.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Unlearning Innovation and Learning Service Innovation!2012Conference paper (Refereed)
  • 27.
    Gustafsson, Anders
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Customer co-creation in service innovation: a matter of communication?2012In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 23, no 3, p. 311-327Article in journal (Refereed)
    Abstract [en]

    Purpose

    – Customer co-creation is becoming increasingly popular among companies, and intensive communication with customers is generally seen as a determinant of the success of a new service or product. The purpose of this study is to analyze customer co-creation based on four dimensions of communication – frequency, direction, modality, and content – in order to understand the value of customer co-creation in service innovation. One of the key aims of the study is to investigate whether all dimensions of customer co-creation have an effect on product and market success, and if the effect depends on the degree of innovativeness of a development project.

    Design/methodology/approach

    – The authors conducted a study including 334 managers with experience in new service and product development to examine how development projects applied customer co-creation in terms of communication in order to address future customer needs. Data were analyzed using partial least squares (PLS). The first analysis was performed with a sub-sample of 207 development projects regarding incremental innovations. A subsequent analysis was performed with a sub-sample of 77 development projects on radical innovations.

    Findings

    – A total of three of the four dimensions of customer co-creation (frequency, direction, and content) have a positive and equally significant effect on product success when developing incremental innovations. For radical innovations, frequency has a positive effect and content has a negative significant effect on product success. These findings suggest that co-creation and innovation can be combined, but that the choice of methods for co-creation differs depending on whether incremental or radical innovations are developed.

    Originality/value

    – Despite a general consensus that co-creation with customers is beneficial, there is a lack of agreement regarding how and why. The present article addresses this shortcoming and shows that co-creation is largely about communicating with customers in order to understand their future needs. On the other hand, a company working on radical innovations may wish to limit customer input that is too concrete or solution based.

  • 28.
    Gustafsson, Anders
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Kristensson, Per
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Service innovation: a literature review2013Conference paper (Refereed)
  • 29.
    Gustafsson, Anders
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    The Dimensions of Co-Creation and its Contribution to Market Success2011Conference paper (Refereed)
  • 30.
    K Andersson, Pernille
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Changing the servicescape with music2011Conference paper (Refereed)
  • 31.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Användarinvolveringsmetodik i praktiken2006In: Aktuell Tjänsteforskning, vol 20 (51): p: 22Article in journal (Other (popular science, discussion, etc.))
  • 32.
    Kristensson, Per
    Göteborgs universitet, avd f psykologi.
    Creativity in applied enterprise - Bringing impetus to innovation2003Report (Other academic)
    Abstract [en]

    Creative ideas bring impetus to innovation. The ‘early idea’ phase stands out as critical to increased new product development performance. Nevertheless, the management of creativity, despite persistent competitive advantage for enterprising organisations, remains one of the least understood aspects of innovative endeavour. In the present investigation, the extent to which computer-mediated communication may affect the creative performance of small groups (Studies I and II) and how external communication in terms of user involvement may yield original and valuable ideas (Studies III and IV) was studied. In Study I and Study II, two experiments were carried out in order to assess the effects of two modes of computer-mediated communication (Chat and Video conference) versus face-to-face upon creative performance. In study I, the results regarding the creative product indicated that groups in the face-to-face condition generate more ideas. Regarding the creative process, the Video conference condition scored significantly lower on incubation. Participants in the face-to-face group reported themselves to be more satisfied with both their product and process than the participants in the computer-mediated groups. In study II, the face-to-face group proved to have a better preparation phase. Furthermore, the small groups produced significantly more incubations than the individuals in the creative process and, in line with this, they also showed significantly higher flexibility. Accordingly, the participants in the face-to-face group reported themselves to be more satisfied with the process, but not with the product, than the participants in the computer-mediated conditions. In Study III and Study IV, the merit of user involvement for purposes of innovation was investigated experimentally. In Studies III and IV, different types of users and professional product developers were given the task of creating ideas for future mobile phone services. In Study III, the results indicated that creativity-trained users generated significantly more original ideas than professional developers. In Study IV, the results indicated that ordinary users generate significantly more original ideas than professional developers and advanced users. Professional developers and advanced users created more easily realizable ideas and ordinary users the most valuable ideas. The findings of each of the four studies are discussed in the context of how divergent thinking may be facilitated in order to improve the management of new product and service development.

  • 33.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Creativity in applied enterprise - Bringing impetus to innovation, Department of Psychology, Göteborg University (avhandling)2003Doctoral thesis, monograph (Other academic)
  • 34.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Den Tjänstedominanta Logiken-: innebörd och implikationer2009Report (Refereed)
  • 35.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Experimental assessment of lead users in future mobile information technology2001Conference paper (Refereed)
  • 36.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Forskning om tjänster vid Ludvig Maximilian Universität i München2006In: Aktuell Tjänsteforskning, vol 19 (48): p: 20Article in journal (Other (popular science, discussion, etc.))
  • 37.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Glöm innovation. Tänk tjänsteinnovation.: Innovationsprocesser i förändring.2013In: Är det någon innovation?: Nyttiggörande av hum/sam forskning. / [ed] C. Nahnfeldt och M. Lindberg, Karlstad: Karlstad University Press, 2013Chapter in book (Refereed)
  • 38.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Key Findings on the Merits of User Involvement - Inhouse vs. Experts2003Conference paper (Other (popular science, discussion, etc.))
  • 39.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Kreativitet och konsumenter i tjänsteutveckling2003Other (Other (popular science, discussion, etc.))
    Abstract [sv]

    10 min långt radioinslag i P1 om min avhandling

  • 40.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Kunder kan bidra med innovativa och värdefulla idéer till framtida tjänster2004In: Aktuell Tjänsteforskning, vol 18 (46): p: 6-8Article in journal (Other (popular science, discussion, etc.))
  • 41.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Managing creative users early in the product development cycle2005Conference paper (Refereed)
  • 42.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Managing ideas that are unthinkable in advance2006In: Involving Customers in New Service Development / [ed] Edvardsson, B., Gustafsson, A., Kristensson, P., Magnusson, P. & Matthing, J., London: Imperial College Press, 2006, p. 127-141Chapter in book (Refereed)
  • 43.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Managing ideas that are unthinkable in advance2006In: Involving Customers in New Service Development, 2006Chapter in book (Refereed)
  • 44.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Service Development with IT-support. The Effects of Information Technology upon Creativity2000Report (Other academic)
    Abstract [en]

    In the present research paper the aim is to outline a theoretical framework for the empirical study of the effects of information technology upon creativity. Deriving from research, it is assumed that creativity plays a crucial role in the early phases of new service development. This counts for information technology as well.

    Thus, investigating the effects of information technology upon creativity will contribute to the early phases of new service development. More specifically, the present investigation considers the problem of providing tools for groups and individuals dealing with creative work, the seed of innovation, using information technology to communicate ideas. With the development of information technology it is assumed that the development processes of services, as well as for prod-ucts, could be made more efficient. Using an experimental design two studies were conducted comparing computer-mediated communication with face-to-face communication. The results indicates that there is a positive relationship between the amount of social context cues a certain media allow being transmitted and group performance. In the end managerial implications for distributed group work are discussed

  • 45.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Service Development with IT-Support. The Effects of Information Technology upon Creativity2000Report (Refereed)
    Abstract [en]

    In the present research paper the aim is to outline a theoretical framework for the empirical study of the effects of information technology upon creativity. Deriving from research, it is assumed that creativity plays a crucial role in the early phases of new service development. This counts for information technology as well.

    Thus, investigating the effects of information technology upon creativity will contribute to the early phases of new service development. More specifically, the present investigation considers the problem of providing tools for groups and individuals dealing with creative work, the seed of innovation, using information technology to communicate ideas. With the development of information technology it is assumed that the development processes of services, as well as for prod-ucts, could be made more efficient. Using an experimental design two studies were conducted comparing computer-mediated communication with face-to-face communication. The results indicates that there is a positive relationship between the amount of social context cues a certain media allow being transmitted and group performance. In the end managerial implications for distributed group work are discussed

  • 46.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Service marketing-Ahead of its times, industry and mainstream marketing2013In: Volume 1: Service Marketing / [ed] Professor Raymond Fisk, Sage Publications, 2013Chapter in book (Refereed)
  • 47.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Technology in Services - Using Technology Readiness to Understand Internal Marketing Difficulties2002Conference paper (Refereed)
    Abstract [en]

    Presentation av forskning i Victoria, Canada

  • 48.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Technology readiness2003In: Morgondagens tjänster: Utveckling och konsumtion avdevice-förmedlade digitala tjänster : slutsatser och erfarenheter från forsknings- och utvecklingsprojektet Morgondagens tjänster, i partnerskap mellan näringsliv, akademi och samhälle. / [ed] Eva Nilsson, Stockholm: Enspiro , 2003, p. 51-68Chapter in book (Refereed)
  • 49.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Technology Readiness2003In: The Services of Tomorrow, Stockholm: Enspiro , 2003Chapter in book (Other academic)
  • 50.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    The Creative Product and Process in Computer-Mediated Groups2003In: Journal of Creative Behavior, Vol 37 (4): 223-243Article in journal (Refereed)
123 1 - 50 of 128
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