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  • 1.
    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.

  • 2. Arnerup, Birgitta
    et al.
    Edvardsson, Bo
    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.
    Tjänstemarknadsföring i teori och praktik1998Book (Refereed)
  • 3.
    Arsenovic, Jasenko
    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.
    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.
    Tronvoll, Bård
    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.
    Åkesson, Maria
    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.
    Gruber, Thorsten
    Conceptualizing the holisitc Co-recovery Customer Experience2017Conference paper (Refereed)
  • 4.
    Bejou, D
    et al.
    Department of Marketing at the University of North Carolina-Wilmington.
    Edvardsson, Bo
    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.
    Rakowski, R.P.
    Department of Marketing at the University of Memphis in Memphis, Tennessee .
    A Critical Incident Approach to Examining the Effects of Service Failures on Customer Relationshiops: The Case of Swedish and U.S. Airlines1996In: Journal of Travel Research, ISSN 0047-2875, Vol. 35, no 1, p. 35-40Article in journal (Refereed)
    Abstract [en]

    This article presents the results of empirical studies of critical incidents in airline services in Sweden and the United States. The main aim is to describe and analyze service break downs from the customer's point of view and thus create a basis for crisis management. The aim is also to compare Sweden, a monopoly market, with the United States, a market with keen competition in airline services. The discussion is based on personal interviews with 320 customers and 80 airline employees in Sweden and 241 customers and 100 employees in the United States. The study focuses on negative critical incidents in the relations between the service provider and business passengers

  • 5.
    Ben Letaifa, Soumaya
    et al.
    Univ Quebec, Dept Strategy, CP 8888 Succursale Ctr Ville, Montreal, PQ H3C 3P8, Canada..
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Tronvoll, Bard
    Hedmark University of Applied Sciences, Elverum, Norway.
    The role of social platforms in transforming service ecosystems2016In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 5, p. 1933-1938Article in journal (Refereed)
    Abstract [en]

    This study seeks to define and conceptualize the role of social platforms in transforming service ecosystems. The study explores how prime social movers use social platforms to enable transformation. The empirical context is Tunisia, a-service ecosystem in transformation from repression to democracy. The study builds on ecosystems within management research and service ecosystem frameworks in service-dominant logic (SDL) and describe and analyze the process of institutionalization of social change. Using narratives from interviews, the research focuses on how people, especially social movers during the Arab Spring in Tunisia come together and integrate disruptive social resources to make a social revolution a reality. This study contributes with: (1) a comprehensive conceptualization of the role of social platforms in the institutionalization of a social change, (2) clarifying the change of social transformation that starts with people, evolves to meso and macro levels, and transforms society, and (3) identifying a new service transformation framework for service ecosystems. 

  • 6.
    Bjurklo, Margareta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Edvardsson, Bo
    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.
    The Role of Competence in Initiating the Transition from Products to Service2008Conference paper (Refereed)
  • 7.
    Björlin Lidén, Sara
    Karlstad University, Division for Business and Economics.
    The Role of Service Guarantees in Managing Services2004Doctoral thesis, comprehensive summary (Other academic)
    Abstract [en]

    Service guarantees have been argued to have many roles in managing services, for instance signal service quality, attract new customers, increase satisfaction and retention, and to differentiate the company from its competitors. Despite a growing interest from service organizations, research on service guarantees has been surprisingly scarce. The aim of this dissertation is to provide a wider understanding of the roles of service guarantees.

    Data is gathered from actual customers (as opposed to fictitious participants of an experiment) and/or employees regarding service guarantees in three different service contexts. The methods used to gather and analyze the data were manifold and includes personal interviews, Mystery Shopping observations, focus group interviews and a postal survey.

    The results represent new knowledge when it comes to the roles of service guarantees in managing services. Previous research has almost exclusively addressed pre-purchase effects of the service guarantee, but has failed to address the impact of the service guarantee after it has been used. Therefore, the most important contribution to service research of this dissertation concern the understanding of service guarantees “in action” and the post-use effects of a service guarantee in real service settings.

    Another contribution is the identification of the recovery paradox; that the customer is more satisfied with the service after he or she has used the service guarantee, than before he or she experienced the original service failure. This result strongly suggests that the use of a service guarantee can make a fruitful contribution in the managing of services.

  • 8.
    Björlin-Lidén, Sara
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Edvardsson, Bo
    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 Expectations on Service Guarantees2003In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 13, no 5, p. 338-348Article in journal (Refereed)
    Abstract [en]

    Focuses on customer expectations on service guarantees. Theoretically, the basis consists of previous guidelines for service guarantee design. The empirical context is public transport, where customers that have invoked a service guarantee participate in focus groups. The results expand on prior research, which has argued that negative industry reputation is a hotbed for service guarantees and that the most preferred guarantee is unconditional; the paper’s results imply that customers prefer detailed regulations for when the guarantee is applicable, and that their general disbelief in a company with negative reputation makes the unconditional guarantee seem like a rip off. The results also indicate that the customers of a public service want the guarantee to be fair, that is, fairness in the possibility for all customers to invoke the guarantee, that all customers are familiar with the guarantee and that it cannot be misused by cheating customers. One of the contributions of the article is therefore to add “fairness” as a dimension to the previous guidelines suggested by Hart.

  • 9. Brow, Stephen W
    et al.
    Gumesson, EvertEdvardsson, BoKarlstad 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.Gustavsson, BengtOve
    Service Quality: Multidisciplinary and Multinational Perspectives1991Collection (editor) (Refereed)
  • 10.
    Brown, S
    et al.
    Arizona State University.
    Gummesson, E
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Edvardsson, Bo
    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.
    Gustavsson, Bengt Ove
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Service Quality: Multinational and Multidiciplinary Perspectives1990Other (Other (popular science, discussion, etc.))
  • 11.
    Camén, Carolina
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Using contracts to manage services: A study of contracts in public transport2011Doctoral thesis, comprehensive summary (Other academic)
    Abstract [en]

    Contracts play a key role in many business to business relationships. Service organisations are no exception. Despite a growing interest of services and how services are managed, research on how to use contracts to manage services has been surprisingly sparse in service research. The overall aim of this thesis is to contribute to a deeper understanding of using contracts to manage services in business-to-business relationships. Contract theories together with concepts from service research are used to enrich and understand how contracts are used to manage services and thus make contributions to service research. The thesis will give an empirically grounded understanding of managing services through contracts.

    The thesis consists of six separate papers, all based on data gathered from contractual relationships between contractors and service providers. The results are based on studies of authentic contracts which are not the case in most previous studies. The methods used for gathering and analysing data involve case studies, content analysis of authentic contracts, interviews and document studies of the public transport sector in Sweden which is an empirically rich area for studying contracts.

    The three main contributions of this dissertation are; firstly, an extended understanding of how contracts are used to manage the prerequisites for service quality for the parties involved. It was found that the concept service quality is brought forward on three interdependent managerial levels; from a detailed operational level, to a systemic oriented strategic level, and also a visionary rhetorical level each specifying the prerequisite for the services. To manage the prerequisites, the contracts rely on three identified means; laws and regulations, standards and measurements and economical incentives. Secondly, the detailed contents and rigidity of the contracts bring forward an inflexible and asymmetric relationship, where the parties are restricted in their activities. Here the contracts become a substitute for trust and commitment instead of supporting the development of trust and commitment. Finally, the thesis deepen the understanding of the role of contracts in governing services, from being a static abbreviator to a dyadic market based relationship, to becoming a dynamic tool for developing and sustaining a value creating and value driven collaborative network.

  • 12.
    Carida, Angela
    et al.
    University of Catanzaro, Magna Græcia, Italy.
    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.
    Corulcio, Maria
    University of Catanzaro, Magna Græcia, Italy.
    Modes of resource integration driving value co-creation: an empirical investigation in virtual brand communities (VBCs)2015In: Service Dominant Logic, Network and Systems Theory and Service Science: Integrating three Perspectives for a New Service Agenda. / [ed] Gummesson, E., Mele, C., Polese, F., Naples: Giannini Editore, 2015Conference paper (Refereed)
  • 13. Corulcio, Maria
    et al.
    Carida, Angela
    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.
    Conceptualizing Resource Integration to Advance Service Innovation2017In: Innovating in Practice: Perspectives and Experiences / [ed] Russo, T., Mele, C. and Nuutinen, M., Berlin: Springer Berlin/Heidelberg, 2017, p. 211-238Chapter in book (Refereed)
  • 14. Corulcio, Maria
    et al.
    Edvardsson, Bo
    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.
    Carida, Angela
    Resource integration in innovation processes: a literature review2014Conference paper (Refereed)
  • 15.
    Davidsson, Nina
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Edvardsson, Bo
    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.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Degree of Service-orientation in the pulp and paper industry2009In: International Journal of Services Technology and Management, ISSN 1460-6720, E-ISSN 1741-525X, Vol. 11, no 1, p. 24-41Article in journal (Refereed)
    Abstract [en]

    Many companies in the process industries are seeing the advantages of services but are struggling with the changes these require as regards the offering and the organisation. This paper presents an empirical investigation within the pulp and paper industry based on a survey of Swedish manufacturing firms and a multiple case study of three case companies and their customers. To investigate whether the manufacturers active in this industry are product-oriented or are becoming more service-oriented, five themes important to the companies under study are presented and discussed: that is, finding the right mix of physical products and services, the concept of service, business models, technology-based services and organising service delivery.

  • 16. Di Pietro, Laura
    et al.
    Edvardsson, Bo
    Reynoso, Javier
    Renzi, Maria Francesca
    Toni, Martina
    Mugion, Roberta Guglielmetti
    A scaling up framework for innovative service ecosystems: lessons from Eataly and KidZania2018In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 29, no 1, p. 146-175Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this paper is to explore why innovative service ecosystems scale up, using a service-dominant logic lens. The focus is on identifying the key drivers of the scaling-up process as the basis for a new conceptual framework on the scaling up of service innovations. Design/methodology/approach - An inductive research design is used to zoom in on two innovative service ecosystems, Eataly and KidZania, to identify the key drivers that can explain why innovations scale up. For both companies, the triangulation of semi-structured interviews, archival sources and in-store observations is used as complementary data sets. Multiple investigators and multiple coders have been involved in the data collection, coding process and analysis. Findings - An extended conceptualization of service innovation is obtained, grounded in a framework of four drivers of scaling up: effectuation as the basis for creating the value proposition; sensing and adapting to local contexts; the reconfiguration and alignment of resources and forms for collaboration between actors; and values' resonance. Originality/value - This study represents one of the first empirical investigations of the key drivers of the scaling up process of service innovations. The paper contributes with a conceptualization of service innovation and why scaling-up processes emerge, emphasizing the existence of multiple constellations of four drivers.

  • 17.
    Durrande-Moreau, Agnés
    et al.
    Université de Savoie.
    Edvardsson, Bo
    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.
    Kreziak, Dominique
    Université de Savoie.
    Frochot, Isabelle
    Université de Savoie.
    What drives customer value in composed service systems? The case of mountain resorts.2012In: Marketing, Strategy, Economics, Operations and Human Resources: Insights on Service Activities, 2012Conference paper (Refereed)
    Abstract [en]

    This paper focuses on composed service systems (CSS), when a macro-entity - such as resorts, malls or universities - offers a range of services provided by several businesses. The aim is to understand how customers create value and combine their own resources with the resources offered by providers. A qualitative study was conducted in the context of mountain resorts during the summer season, tourists were interviewed during their stay. The analysis identifies three main categories of value drivers: activities, interactions and others. The analysis also reveals that tourists appreciate business-organised activities (restaurant, sport club…) as well as self-organised activities (picnic, hiking …). They combine their own resources with the ones of the various providers and of the resort (nature, walking paths …). The paper contributes to a new empirically based conceptualisation of customers’ resource integration and value co-creation. We emphasize value drivers in the continuum provider-defined/customer-defined value co-creation processes and what this requires in terms of design of a supporting CSS. The conclusion argues that the findings can apply to any CSS and pave the way for service innovation.

  • 18.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Video-based Methodology: Capturing Real-time Perceptions of Customer Processes2006In: Involving Customers in New Service Development / [ed] Bo Edvardsson, Anders Gustafsson, Per Kristensson, Peter Magnusson & Jonas Matthing, London: Imperial College Press, 2006Chapter in book (Refereed)
  • 19.
    Echeverri, Per
    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.
    Edvardsson, Bo
    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.
    Marknadsföring i tjänsteekonomin2002Book (Refereed)
  • 20.
    Edvardsson, Bo
    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.
    A Critical Incident Approach of Examining the Effects of Service Breakdowns on Custoemr Relationships. The Case of Swedish and US Airlines1994Conference paper (Refereed)
  • 21.
    Edvardsson, Bo
    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.
    A Critical Incident Approach of Examining the Effects of Service Breakdowns on Customer Relationships: The Case of Swedish and US. Airlines1995Conference paper (Refereed)
  • 22.
    Edvardsson, Bo
    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.
    Advancing Service Quality: A global perspective1996Conference proceedings (editor) (Refereed)
  • 23.
    Edvardsson, Bo
    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.
    An Experienced-based Measure of Service Quality1993In: The Service Industries JournalArticle in journal (Refereed)
  • 24.
    Edvardsson, Bo
    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.
    Are the Norwegian Acquisition Laws Anything for us in Sweden?1977In: Lantmän No 31Article in journal (Other academic)
  • 25.
    Edvardsson, Bo
    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.
    Case Studies in the Marketing of Anebyhus1983Other (Other (popular science, discussion, etc.))
  • 26.
    Edvardsson, Bo
    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.
    Causes of Customer Dissatisfaction1998In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 8, no 3Article in journal (Refereed)
  • 27.
    Edvardsson, Bo
    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.
    Company Strategies for Product Development1981Other (Other (popular science, discussion, etc.))
  • 28.
    Edvardsson, Bo
    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.
    Company Strategies for Product Development1981Doctoral thesis, monograph (Other academic)
  • 29.
    Edvardsson, Bo
    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.
    Company Strategies for Research and Development1980Report (Refereed)
  • 30.
    Edvardsson, Bo
    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.
    Company Strategies for Research and Development1980Report (Refereed)
  • 31.
    Edvardsson, Bo
    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.
    Consumer Evaluation of New Food Products1981Report (Refereed)
  • 32.
    Edvardsson, Bo
    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.
    Critical Incidents in the Sales Process: A Study of Service-connected Critical Incidents in the Manufacturing Industry1987Report (Refereed)
  • 33.
    Edvardsson, Bo
    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 Dissatisfaction and Complaint Handling1997Report (Refereed)
  • 34.
    Edvardsson, Bo
    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 Dissatisfaction and Complaint Handling1997Report (Refereed)
  • 35.
    Edvardsson, Bo
    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.
    Developing of Service Research in Europe against the background of Global Economic Change: Experience, Challenges and Trends2007In: Moderne Dienstleistungen, Impulse für Innovation, Wachstum und Beschäftigung / [ed] Streich, D. and Wahl, D., Frankfurt: Campus Verlag , 2007, p. 23-26Chapter in book (Other academic)
  • 36.
    Edvardsson, Bo
    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.
    Developing of Service Research in Europe against the background of Global Economic Change: Experience, Challenges and Trends2006In: Moderne Dienstleistungen, Impulse fur Innovation, Wachstum und Beschäftigung / [ed] Streich, D. & Wahl, D., Frankfurt/Main: Campus , 2006, p. 23-26Chapter in book (Refereed)
  • 37.
    Edvardsson, Bo
    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.
    Increased Integration Between Products and Services1989Report (Refereed)
  • 38.
    Edvardsson, Bo
    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.
    Increased Integration Between Products and Services1987Report (Refereed)
  • 39.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Invited Commentary - Relative or absolute measures and metrics: That is the question?2015In: Global Economics and Management Review, ISSN 2340-1540, Vol. 20, no 4, p. 26-27Article in journal (Refereed)
  • 40.
    Edvardsson, Bo
    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.
    Kommungemensamma kvalitetsfaktorer1994Report (Other academic)
  • 41.
    Edvardsson, Bo
    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.
    Kundmissnöje och klagomålshantering: studier av kollektivtrafik med kritisk-händelse-metoden1997Report (Other academic)
    Abstract [sv]

    Denna rapport handlar om kundmissnöje och kundklagomål inom kollektivtrafik. Missnöje och klagomål uppkommer inte av sig själva, det finns alltid en händelse före. De kallas kritiska händelser i relationen mellan resenär och lokaltrafikföretag. Rapportens syfte är att beskriva, analysera och tolka resenärers upplevelse av kritiska händelser och deras orsaker. Dessa händelser är ett uttryck för bristande kvalitet med kundmissnöje som resultat. Vissa, men sannolikt få, missnöjda kunder klagar. Genom att studera orsaken till händelsen får man reda på vilka förbättringar och vilken kvalitetsutveckling som bör göras.Rapporten baseras på tre delstudier som genomförts inom Göteborgs lokaltrafik: kundklagomål, intervjuer med resenärer och intervjuer med förare om vad de anser är kritiska händelser som resulterar i missnöjda kunder. Resultaten visar på tre huvudorsaker till kritiska händelser: ¥ bemötande/agerande från busschaufförernas sida¥ punktligheten, som hänger samman med tidtabellen och trafikplaneringen ¥ informationen till resenärerna om restider, destinationer och biljettsystemet. Problemet är inte brist på information utan brister i hur den inkomna informationen, i form av kundklagomål, tas till vara och används. Här finns stor möjlighet till förbättring. Att utveckla former för att ta hand om och använda denna information på ett systematiskt sätt bör prioriteras.Rapporten ingår i forskningsprogrammet Kollektivtrafik i ett tjänsteperspektiv vid Centrum för tjänsteforskning CTF. Programmet spänner över fyra år och finansieras av KFB (Kommunikations-forskningsberedningen)

  • 42.
    Edvardsson, Bo
    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.
    Kvalitet och tjänsteutveckling1996Book (Refereed)
  • 43.
    Edvardsson, Bo
    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.
    Land Acquisition Act in our Neighbouring Countries1977In: Lantmännen No 5Article in journal (Other academic)
  • 44.
    Edvardsson, Bo
    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.
    Legislation for Acquisition of Agricultural Properties in Denmark, Finland and Norway1977Report (Refereed)
  • 45.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Making service‐quality improvement work1996In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 6, no 1, p. 49-52Article in journal (Refereed)
    Abstract [en]

    Understanding how to manage and improve quality in service requires an appreciation of the unique characteristics of the service industry. Unlike manufacturing, the service experience involves the customer as co‐producer. Discusses how customers assess service quality and the factors they perceive as contributing to quality. Puts forward 13 propositions on service quality as guides to new service development.

  • 46.
    Edvardsson, Bo
    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.
    Management Consulting - Towards a succesful Relationship1990Report (Refereed)
  • 47.
    Edvardsson, Bo
    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.
    Management Consulting - Towards a Successful Relationship1990In: International Journal of Service Industry Managemnet, Vol 1, No 3Article in journal (Refereed)
  • 48.
    Edvardsson, Bo
    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.
    Management Consulting: Towards a Sucessful Relationship1990Report (Refereed)
  • 49.
    Edvardsson, Bo
    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 with Designed in Quality1995Report (Refereed)
  • 50.
    Edvardsson, Bo
    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 with Designed-in Quality1995Report (Refereed)
1234567 1 - 50 of 467
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