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  • 47901.
    Wisuthsereewong, Thiti
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Supawimon, Busadee
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Customer perception and satisfaction with experience towards service quality: An empirical study of Thai restaurants in Karlstad, Sweden2013Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
  • 47902. Witell, L.
    et al.
    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.
    Gustafsson, A.
    The effects of different market research techniques on the generation of new product ideas and discovery of expressed and latent needs2007Conference paper (Refereed)
  • 47903.
    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.
    Kundorienterat Förbättringsarbete i en Tjänsteverksamhet - Leder Kundorientering till ökad Kundtillfredsställelse?2003Conference paper (Refereed)
  • 47904.
    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.
    Strategies to Improve Quality: Product versus Service Organizations2001Conference paper (Refereed)
  • 47905.
    Witell, Lars
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Linkoping Univ, Dept Business Adm, Linkoping, Sweden.
    Anderson, Laurel
    Arizona State Univ, WP Carey Sch Business, Tempe, AZ USA.;Arizona State Univ, Ctr Serv Leadership, Tempe, AZ USA..
    Brodie, Roderick J.
    Univ Auckland, Sch Business, Mkt, Auckland 1, New Zealand..
    Colurcio, Maria
    Magna Graecia Univ Catanzaro, Dept Law Hist Econ & Social Sci, Catanzaro, Italy.;Univ Caxias do Sul, Innovat Management, Caxias Do Sul, Brazil..
    Edvardsson, Bo
    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.
    Lervik-Olsen, Line
    Norwegian Business Sch, Dept Mkt, Oslo, Norway..
    Sebastiani, Roberta
    Univ Cattolica Sacro Cuore, Dept Management, I-20123 Milan, Italy..
    Andreassen, Tor Wallin
    NHH Norwegian Sch Econ, Ctr Serv Innovat, Bergen, Norway..
    Exploring dualities of service innovation: Implications for service research2015In: Journal of Services Marketing, ISSN 0887-6045, E-ISSN 0887-6045, Vol. 29, no 6-7, p. 436-441Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this study is to explore three paradoxes of service innovation and provide a way forward for fresh thinking on the topic. Design/methodology/approach - Through a conceptual model of service innovation research, the authors challenge the "pro-change" bias and explore what can be learnt from the duality of service innovation. Findings - This paper suggests that research moves beyond a firm perspective to study service innovation on multiple levels of abstraction. A conceptual model based on two dimensions, level (individual, organization and society) and outcome (success, failure), is used to pinpoint and explore three dualities of service innovation: adopt-reject, change-static and good-bad. Originality/value - By challenging the traditional perspective on service innovation, the authors present new avenues for fresh thinking in research on service innovation. In this paper, the authors encourage researchers and managers to learn from failures and to acknowledge the negative effects of service innovation.

  • 47906.
    Witell, Lars
    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.
    Antoni, M.
    Continuous Improvement in Product Development A Comparison of Three Approaches2001Conference paper (Refereed)
  • 47907.
    Witell, Lars
    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.
    Antoni, M.
    Dahlgaard, J.
    Continuous Improvement in Product Development: Improvement Programs and Quality Principles2005In: International Journal of Quality and Reliability Management, vol. 22, issue 8, pp. 753-768Article in journal (Refereed)
  • 47908.
    Witell, Lars
    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.
    The Role of satisfiers and Dissatisfiers int the Service Encounter2004In: Proceedings of the 7th Quality Management and Organisational Development Conference, Monterrey, Mexico., 2004Conference paper (Refereed)
  • 47909.
    Witell, Lars
    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.
    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.
    Value Creation through Services in Different States of Business Relationships2006Conference paper (Refereed)
  • 47910.
    Witell, Lars
    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.
    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.
    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.
    Value Creation through Services in Different States of Business Relationships2006In: Paper presented at the 4th Nordic Workshop on Relationship Dynamics (NoRD2006), October 6-8 2006, Yli-Ii, Finland, Yli-Ii, Finland, 2006Conference paper (Refereed)
  • 47911.
    Witell, Lars
    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.
    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.
    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.
    Beckman, Helen
    Value Creation Through Services in Different States of Business Relationships2007In: International Markets and Processes, Merlin Beach Resort , Phuket, Thailand, 2007Conference paper (Refereed)
  • 47912.
    Witell, Lars
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Linkoping Univ, SE-58183 Linkoping, Sweden.
    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.
    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.
    Beckman, H.
    Value Creation Through Services in Different States of Business Relationships2007Conference paper (Refereed)
  • 47913.
    Witell, Lars
    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.
    Meiren, T
    Schäfer, A
    New Service Development and Innovation2010Conference paper (Refereed)
    Abstract

    Edvardsson, B., Meiren, T., Schäfer, A. and L. Witell (2010) New Service Development and Innovation, 19th Annual Frontiers in Service Conference, Karlstad, Sweden

  • 47914.
    Witell, Lars
    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.
    Meiren, T
    Schäfer, A
    New Service Development in Europe Results from an empirical study2010Conference paper (Refereed)
    Abstract

    Edvardsson, B., Meiren, T., Schäfer, A. and L. Witell (2010) New Service Development in Europe Results from an empirical study, AMA SERVSIG International Service Research Conference, June 17-19, Porto, Portugal

  • 47915.
    Witell, Lars
    et al.
    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.
    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.
    Meiren, T
    Schäfer, A
    The truth of service innovation in manufacturing firms: Same, same, but different2013Conference paper (Refereed)
  • 47916.
    Witell, Lars
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Linkoping Univ, SE-58183 Linkoping, Sweden.
    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.
    Meiren, Thomas
    Fraunhofer Institute for Industrial Engineering IAO.
    Schäfer, Adrienne
    University of Applied Sciences and Arts.
    New Service Development in Manufacturing Firms: Similarities and Differences with New Service Development and New Product Development2014In: Journal of Applied Management and Entrepreneurship, ISSN 1077-1158, Vol. 19, no 3, p. 35-49Article in journal (Refereed)
    Abstract [en]

    Manufacturing firms develop and introduce service innovations to achieve a competitive advantage and differentiate their market offerings. The installed base of products becomes a platform for selling services hence improve their corporate revenues. Previous research has supported a number of hypotheses about how new product development (NPD) and new service development (NSD) should be performed – but do these findings for NPD and NSD hold for NSD in manufacturing firms? The hypotheses about NSD in manufacturing firms that were tested in this study concern the role of the NSD strategy, how to use resources, how to organize, and the development process to use. A survey was performed on 785 NSD projects, including both manufacturing and service firms. The paper provides five propositions about NSD in manufacturing firms concerning how to succeed with service innovation.

  • 47917.
    Witell, Lars
    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.
    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.
    Ganz, W
    Meiren, T
    Schäfer, A
    A Typology-based Analysis of New Service Development2010Conference paper (Refereed)
  • 47918.
    Witell, Lars
    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.
    Elg, M.
    Forsberg, T.
    Bergman, B.
    Continuous Improvement in New Product Development1999Conference paper (Refereed)
  • 47919.
    Witell, Lars
    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.
    Fombelle, Paul
    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.
    Wallin-Andreassen, Tor
    Give and thou shall receive: Customer Reciprocity in a Retail Setting2010Conference paper (Refereed)
  • 47920.
    Witell, Lars
    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.
    Fundin, A
    Dynamics of service attributes: A test of Kano´s theory of quality2005In: International Journal of Service Industry Management, Vol. vol 16 No. 3Article in journal (Refereed)
  • 47921.
    Witell, Lars
    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.
    Fundin, A
    Dynamics of service attributes: A test of Kano´s theory of quality2004Conference paper (Refereed)
  • 47922.
    Witell, Lars
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Linköpings universitet.
    Gebauer, Heiko
    AWAG, Dubendorf, Switzerland.
    Jaakkola, Elina
    Univ Turku, Turku Sch Econ, Turku, Finland.
    Hammedi, Wafa
    Univ Namur, Namur, Belgium.
    Patricio, Lia
    Univ Porto, Fac Engn, Oporto, Portugal.
    Perks, Helen
    Univ Nottingham, Nottingham, England.
    A bricolage perspective on service innovation2017In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, p. 290-298Article in journal (Refereed)
    Abstract [en]

    Service innovation is often viewed as a process of accessing the necessary resources, (re)combining them, and converting them into new services. The current knowledge on success factors for service innovation, such as formalized new service development (NSD) processes, predominantly comes from studying large firms with a relatively stable resource base. However, this neglect situations in which organizations face severe resource constraints. This paper argues that under such constraints, a formalized new service development process could be counter-productive and a bricolage perspective might better explain service innovation in resource constrained environments. In this conceptual paper, we propose that four critical bricolage capabilities (addressing resource scarcity actively, making do with what is available, improvising when recombining resources, and networking with external partners) influence service innovation outcomes. Empirical illustrations from five organizations substantiate our conceptual development. Our discussion leads to a framework and four testable propositions that can guide further service research. (C) 2017 Elsevier Inc All rights reserved.

  • 47923.
    Witell, Lars
    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.
    Brax, S
    The Future of Service Infusion in Manufacturing Firms2010In: International Journal of Service Industry Management, ISSN 0956-4233, E-ISSN 1758-6704, Vol. 21, no 6Article in journal (Refereed)
  • 47924.
    Witell, Lars
    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.
    Brown, Stephen
    Service Logic: Transforming Product-Focused Businesses2010Report (Other (popular science, discussion, etc.))
  • 47925.
    Witell, Lars
    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.
    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 Integration in New Service Development: Experiences from Sweden2010In: Taking the pulse of economic development Service trends / [ed] Dieter Spath and Walter Ganz, München: Carl Hanser Verlag , 2010, p. 25-34Chapter in book (Refereed)
  • 47926.
    Witell, Lars
    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.
    Fischer-Hübner, Simone
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Computer Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Gebauer, Heiko
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Managerial recommendations for service innovations in different product-service systems2010In: Introduction to Product-Service Systems design / [ed] Sakao, T.; M. Lindahl, London: Springer , 2010, p. 237-259Chapter in book (Refereed)
    Abstract [en]

    In order to meet the increasingly complex needs of customers and to respond to decreasing product margins, typical product manufacturers have developed a growing interest in extending their service business. The extension of the service business requires a systematic development of innovative services. Unfortunately, in business practice it has been observed historically that manufacturing companies often fail to develop services systematically. Some customers asked for services and these desires were often fulfilled. Thus, the extension of the service business reflects a rather unstructured service innovation approach, which has not been consciously pursued. Rather than developing more formal structures to elicit ideas for new services, it is mostly performed ad hoc. Only a limited number of firms use formal approaches to service innovation and have implemented necessary determinants to success. Furthermore, the innovation of services in manufacturing companies captures two specific idiosyncrasies. First, manufacturing companies have to balance product and service innovations. Second, services can be either developed during the product development process or during the product usage. The major challenge to success in innovating services is to combine specific product-service systems with the right service strategy and way to develop service innovations.

  • 47927.
    Witell, Lars
    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.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. BI - Norwegian School of Management, Oslo, Norway.
    Johnson, M.D
    School of Hotel Administration, Cornell University, Ithaca, New York, USA.
    The effect of customer information during new product development on profits from goods and services2014In: European Journal of Marketing, ISSN 0309-0566, E-ISSN 1758-7123, Vol. 48, no 9/10, p. 1709-1730Article in journal (Refereed)
    Abstract [en]

    Purpose – This study aims to investigate how customer information obtained at different phases of a new product development (NPD) process influences profits from new offerings. Design/methodology/approach – A survey was conducted in the context of NPD in goods and services. A unique database was constructed that merged key informant survey responses with financial data for 244 firms. This database was used to replicate and extend previous research by posing a number of hypotheses regarding the role of obtaining customer information in NPD. Findings– The results show that obtaining customer information during NPD influences the profits from new offerings, which vary depending on the phase of the NPD process. The financial rewards from obtaining customer information for goods are highest in the early phases of the NPD process and decline in later phases. The financial rewards for services, on the other hand, are high in the early and late phases of the NPD process. Research limitations/implications – The research is based on a survey combined with objective financial data, that is, a combination of different data sources. The research would have benefitted from longer data series and a higher response rate. Originality/value – This study replicates and extends previous research by testing the role of obtaining customer information in both manufacturing and service firms by combining survey data with objective financial data.

  • 47928.
    Witell, Lars
    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.
    Johnson, M.D.
    Sandén, Bodil
    The Effect of Customer Involvement in Different Phases of New Product Development2006Conference paper (Refereed)
  • 47929.
    Witell, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT.
    Johnson, Michael D.
    Karlstad University, Faculty of Economic Sciences, Communication and IT.
    Sandén, Bodil
    Karlstad University, Faculty of Economic Sciences, Communication and IT.
    Customer Involvement in the Phases och the Product and Service Development Process: Impact on Financial PerformanceManuscript (Other academic)
  • 47930.
    Witell, Lars
    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.
    Löfberg, Nina
    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.
    Service Strategies in a Supply Chain2010In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 21, no 4, p. 427-440Article in journal (Refereed)
  • 47931.
    Witell, Lars
    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.
    Hellström, Andreas
    Elg, Mattias
    Gremyr, Ida
    How to run a quality department and its effects on business results and status in a senior management team2010Conference paper (Refereed)
  • 47932.
    Witell, Lars
    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.
    Johansson, E
    Elg, E.M
    Evolvement of Quality Profiles in Swedish Organizations2010Conference paper (Refereed)
  • 47933.
    Witell, Lars
    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.
    Johnson, Michael D.
    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.
    The Impact of Quality Practices on Customer Satisfaction and Business Results: Product versus Service Organizations2001In: Journal of Quality, Management, vol. 6, No. 1, p. 5-27Article in journal (Refereed)
  • 47934.
    Witell, Lars
    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.
    Kowalkowski, Christian
    Kindström, Daniel
    Internalization or externalization?: Examining organizational arrangements for industrial service provision2010Conference paper (Refereed)
  • 47935.
    Witell, Lars
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Linköping University.
    Kowalkowski, Christian
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Hanken School of Economics, Helsinki, Finland.
    Perks, Helen
    University of Nottingham, UK.
    Raddats, Chris
    University of Liverpool, UK.
    Schwabe, Maria
    Friedrich-Schiller-University of Jena, Germany.
    Benedettini, Ornella
    Polytechnic University of Bari, Italy.
    Burton, Jamie
    University of Manchester, UK.
    Characterizing customer experience management in business markets2019In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978Article in journal (Refereed)
    Abstract [en]

    Managing the customer experience has become a top priority for marketing managers and researchers. Research on customer experience management (CEM) has traditionally adopted a customer's viewpoint. Few studies have explicitly embraced an organizational perspective, and existing research focuses mainly on business-to-consumer settings. The present study espouses the utility of CEM in business-to-business (B2B) settings on the grounds that interactions in B2B contexts are also “experienced”. It explains how B2B firms can design and manage the customer experience to influence the customer at different touchpoints. The paper develops a comprehensive framework that characterizes CEM in B2B. The paper articulates key challenges for B2B CEM; relationship expectations (mismatches in customer relationships, siloed customer experiences); actor interaction issues (mismatches across the customer's journey, lack of touchpoint control); and temporal challenges (dynamics of the customer experience). The paper draws out the theoretical implications and develops managerial implications for B2B firms.

  • 47936.
    Witell, Lars
    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.
    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.
    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.
    Collaboration with customers - Understanding the effect of customer-company interaction in new product development2011Conference paper (Refereed)
  • 47937.
    Witell, Lars
    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.
    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.
    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.
    The Effects of Customer Involvement on New Product Ideas in Comparison to Traditional Market Research Techniques2007Conference paper (Refereed)
  • 47938.
    Witell, Lars
    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.
    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.
    Löfgren, Martin
    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.
    Idea Generation: Customer Co-creation versus Traditional Market Research Techniques2011In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 22, no 2, p. 140-159Article in journal (Refereed)
  • 47939.
    Witell, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. uality Technology and Management, Linköpi ng University, SE-581 33 Linköping, Sweden .
    Löfberg, Nina
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gremyr, Ida
    Division of Quality Sciences, Chalmers Univ ersity of Technology, SE-412 96 Göteborg, Sweden .
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Fundin, Anders
    Mälardalen University, SE- 631 05 Eskilstuna, Sweden.
    Exploring Modes of Innovation in Services2010Conference paper (Refereed)
    Abstract [en]

    Manufacturing companies differentiating their offerings with new services need to combine both product and service innovation. We study how service development is influenced by (a) the choice of separation or integration of service development and (b) the modes of innovation. Our results show that service development often is more structured if services are developed separately. Furthermore, service innovations often follow a sequence of innovation modes different from those of product innovations. Since different innovation modes benefit from varying degree of structure in the development process, many companies find it hard to develop products and services within the same development project.

  • 47940.
    Witell, Lars
    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.
    Löfgren, Martin
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Classification of quality attributes2007In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 17, no 1, p. 54-73Article in journal (Refereed)
    Abstract [en]

    Purpose – The purpose of this paper is to investigate whether the different approaches to the classification of quality attributes deliver consistent results.

    Design/methodology/approach – The investigation includes four approaches and enables comparisons to be made from a methodological perspective and from an output perspective. The different approaches are described, analyzed, and discussed in the context of an empirical study that investigates how 430 respondents perceive the performance of an e-service. The theory of attractive quality rests on a solid theoretical foundation and a methodological approach to classify quality attributes. Recently, various authors have suggested alternative approaches to the traditional five-level Kano questionnaire – including a three-level Kano questionnaire, direct classification, and a dual-importance grid.

    Findings – The classification of quality attributes are found to be dependent on the approach that is utilized. The development of new ways to classify quality attributes should follow rigid procedures to provide reliable and consistent results.

    Originality/value – This is the first attempt to compare alternative approaches to classify quality attributes. For managers, our results provide guidance on what approach to choose based on the strengths and weaknesses with the different approaches.

  • 47941.
    Witell, Lars
    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.
    Löfgren, Martin
    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.
    From free to service for fee2012Conference paper (Refereed)
  • 47942.
    Witell, Lars
    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.
    Löfgren, Martin
    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.
    From Service for Free to Service for Fee: Business model innovation in manufacturing firms2013In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 24, no 5, p. 520-533Article in journal (Refereed)
    Abstract [en]

    Purpose – The purpose of the present research is to identify how business model innovation can be used to make the transition from service for free to service for fee. In particular, the focus is on identifying, describing and analysing alternative transition strategies, degree and type of innovation, and how building blocks in the business model change.

    Design/methodology/approach – A multiple case study of six manufacturing firms was performed. Data were collected through interviews with CEOs, service managers and sales managers. In addition, two workshops were performed with the participating firms.

    Findings – The present research identified eight strategies for transitioning from service for free to service for fee. These strategies represent change in the business model, incremental business model innovation and radical business model innovation. It is suggested to change the content and structure to perform incremental business model innovation and change the governance to perform radical business model innovation.

    Originality/value – In most models for service infusion, the change of business model is seen as a necessary step and focus is placed on that a change of business model is needed. The present study elaborates on what approaches manufacturing firms use to make the change from one business model to another.

  • 47943.
    Witell, Lars
    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. Linköpings universitet.
    Löfgren, Martin
    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.
    Dahlgaard, Jens
    Linköpings universitet.
    Theory of attractive quality and the Kano methodology: The past, the present, and the future2013In: Total Quality Management and Business Excellence, ISSN 1478-3363, E-ISSN 1478-3371Article in journal (Refereed)
    Abstract [en]

    The theory of attractive quality and the Kano methodology were introduced about 30 years ago. Since then, research and practitioner communities have adopted both the theory and the methodology, as they help to explain the roles different quality attributes play for customers. This paper reviews 147 research papers published between 1984 and 2012 and identifies three distinct phases in the development of the research field; Emergence, Exploration, and Explosion. In addition to the review of existing literature, the present paper sets the scene for the next phase of the research – Explanation – to further develop the field.

  • 47944.
    Witell, Lars
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Löfgren, Martin
    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.
    Attractive Quality Creation: a Case Study of Microwave Ovens2011In: TQM Magazine, ISSN 0954-478X, E-ISSN 1758-6887, Vol. 23, no 1, p. 89-99Article in journal (Refereed)
  • 47945.
    Witell, Lars
    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.
    Löfgren, Martin
    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.
    Attractive quality creation through customer idea generation2007Conference paper (Refereed)
  • 47946.
    Witell, Lars
    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.
    Löfgren, Martin
    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, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Identifying Ideas of Attractive Quality in the Innovation Process2011In: The TQM Journal, ISSN 1754-2731, E-ISSN 1754-274X, Vol. 23, no 1, p. 87-99Article in journal (Refereed)
  • 47947.
    Witell, Lars
    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.
    Löfgren, Martin
    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, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Setting a Research Agenda for the Theory of Attractive Quality2011In: The TQM Journal, ISSN 1754-2731, E-ISSN 1754-274X, Vol. 23, no 2Article in journal (Refereed)
  • 47948.
    Witell, Lars
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Magnusson, Peter
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Edvardsson, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Beckman, H.
    Value creation in service-based states of business relationships2019In: Service Innovation for Sustainable Business: Stimulating, Realizing and Capturing the value from Service Innovation / [ed] Per Kristensson, Peter R. Magnusson, Lars Witell, 2019, p. 281-305Chapter in book (Other academic)
    Abstract [en]

    The following sections are included: Introduction Value and Value Drivers in a Relationship Context Methodology Results Conclusions Appendix: An Overview of the Conceptualization of Value Drivers References

  • 47949.
    Witell, Lars
    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.
    Myhrén, Per
    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 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.
    Löfberg, Nina
    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.
    Servitization of Capital Equipment Providers in the Pulp and Paper Industry2014In: Servitization in Industry / [ed] Gunter Lay, Berlin: Springer, 2014, p. 151-164Chapter in book (Refereed)
  • 47950.
    Witell, Lars
    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.
    Poksinska, B
    Pettersen, J
    Elg, M
    Eklund, J
    Quality Improvement activities in Swedish industry: drivers, approaches and outcomes2010In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 2, no 2, p. 206-216Article in journal (Refereed)
956957958959960961962 47901 - 47950 of 49307
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