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  • 51.
    Echeverri, Per
    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.
    Funktionshinderanalys med videostödd introspektion2004Conference paper (Refereed)
  • 52.
    Echeverri, Per
    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.
    Kommunikation mellan bussförare och resenärer: Verbalt och ickeverbalt bemötande i servicemöten1998Conference paper (Refereed)
  • 53.
    Echeverri, Per
    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.
    Kunskapsproduktion för svensk kollektivtrafik2003Report (Refereed)
    Abstract [sv]

    Den parlamentariskt tillsatta Kollektivtrafikkommittén genomförde under 2002 och 2003 ett antal delstudier inom kollektivtrafikområdet. Det övergripande syftet var att bygga upp kunskaper om branschens utveckling. Denna delstudie är avgränsad till att behandla ett delområde av detta stora problemkomplex, nämligen förutsättningarna för och möjligheterna till en relevant produktion av olika typer av kunskaper kring persontransporter. Resultaten från denna och ett antal andra delstudier kom att ligga till grund för kommitténs slutbetänkande.



    Studien gör en analys av kunskapsproduktionen med särskild betoning på forskning, utveckling och demonstrationsprojekt (s.k. FUD). Syftet beskrivs övergripande som att beskriva behov och former för svensk kunskapsproduktion kring kollektivtrafik. Fyra delsyften har preciserats.



    - Att beskriva kollektivtrafikbranschens behov av kunskapsproduktion (FUD) samt forskningsresultatens roll som underlag för branschutveckling.

    - Att beskriva forskningsfinansiärernas huvudsakliga satsningar inom kollektivtrafiken.

    - Att beskriva former för delaktighet i kunskapsproduktion (FUD).

    - Att bidra med förslag på åtgärder som kan förbättra hittillsvarande kunskapsproduktion.



    18 representanter från kollektivtrafikbranschen, forskningsfinansiärer, forskarmiljöer och konsultbolag har lämnat synpunkter. Studien vägleds av 10 övergripande frågeställningar och mynnar ut i ett antal konklusioner och förslag på åtgärder.



    Författarinformation:

    Författaren har sin forskning knuten till Centrum för tjänsteforskning - CTF och undervisar i företagsekonomi vid institutionen för ekonomi, Karlstads universitet, 651 88 Karlstad

  • 54.
    Echeverri, Per
    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.
    Kunskapsproduktion för svensk kollektivtrafik2003Conference paper (Refereed)
  • 55.
    Echeverri, Per
    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.
    Kunskapsproduktion för svensk kollektivtrafik2003Conference paper (Refereed)
  • 56.
    Echeverri, Per
    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.
    Methodological Issues in Researching Service Encounters - A Video-based Analysis of Communication2002Conference paper (Refereed)
  • 57.
    Echeverri, Per
    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.
    Methodological Issues in Researching Service Encounters: A Video-based Analysis of Communication2002Conference paper (Refereed)
  • 58.
    Echeverri, Per
    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.
    Multimodal Interaction2006Conference paper (Refereed)
  • 59.
    Echeverri, Per
    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.
    Multimodal Interaction: Creating Symbiotic Gestures2007Conference paper (Refereed)
  • 60.
    Echeverri, Per
    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.
    Organisering och samordning av allmän och särskild kollektivtrafik: En fallstudie av Kalmar, Blekinge, Örebro, Hallands och Värmlands län2000Conference paper (Refereed)
  • 61.
    Echeverri, Per
    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.
    Samhällsbetalda resor i förändring: En studie av samordningsprocesser i fem länstrafikområden2003Report (Refereed)
    Abstract [sv]

    Rapporten redovisar några observationer kring den omstrukturerings- och samordningsprocess som den samhällsbetalda (särskilda) kollektivtrafiken för närvarande genomgår. Studien bygger på fem enklare fallstudier av olika länstrafikhuvudmäns perspektiv på utvecklingen i Sverige.



    Ansatsen är i huvudsak deskriptiv varvid en uttolkning görs av skeendet i berättelseformat. Studien rymmer emellertid också ett mått av reflektion med försök att förklara utvecklingen. Med utgångspunkt i de fem fallbeskrivningarna görs successivt en kategorisering av empiriska företeelser, centrala teman och relevanta teorier.



    Rapporten diskuterar genom detta förfarande centrala aspekter av integration och samordning, delvis mot bakgrund av befintlig teori om samordning, nätverk, diskurser och strategisk förändring.



    Författarinformation:

    Författare (red.) och ansvarig för analys, teoretisk reflektion och rapporten som helhet är Per Echeverri. Bakom de fem ingående fallbeskrivningarna står Lars Haglund, Bo Enquist, Erik Sundström och Jonas Matthing. Samtliga är verksamma vid Centrum för tjänsteforskning - CTF, Karlstads universitet.

  • 62.
    Echeverri, Per
    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 Encounter Communication - A Video-based Analysis of Conduct Towards Customers, with Emphasis on Non-verbal Communication2000Conference paper (Refereed)
  • 63.
    Echeverri, Per
    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 Encounter Communication - A Video-based Analysis of Conduct Towards Customers, with Emphasis on Non-verbal Communication2000Conference paper (Refereed)
  • 64.
    Echeverri, Per
    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 Encounter Communication - A Video-based Analysis of Conduct Towards Customers, with Emphasis on Non-verbal Communication2000Conference paper (Refereed)
  • 65.
    Echeverri, Per
    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 Encounter Communication: A Video-based Analysis of Conduct Towards Customers, with Emphasis on Non-verbal Communication2000Conference paper (Refereed)
  • 66.
    Echeverri, Per
    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.
    Servicemötets kommunikation: En videobaserad analys av bemötande med tonvikt på ickeverbal kommunikation2000Doctoral thesis, monograph (Other academic)
  • 67.
    Echeverri, Per
    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.
    Studier inom frivillighetssektorn2001Conference paper (Other (popular science, discussion, etc.))
  • 68.
    Echeverri, Per
    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.
    Symbiotic gestures in public spaces2008Conference paper (Refereed)
  • 69.
    Echeverri, Per
    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.
    Symbiotiska gester i offentliga rum2007Conference paper (Refereed)
  • 70.
    Echeverri, Per
    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.
    Varför går integrationen av särskild och allmän kollektivtrafik så trögt?: Strukturer och mekanismer i förändringsprocessen2002Conference paper (Refereed)
  • 71.
    Echeverri, Per
    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.
    Video-based Methodology: Capturing Real Time Perceptions of Customer Processes2005In: International Journal of Service Industry ManagementArticle in journal (Refereed)
  • 72.
    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.
    Echeverri, Per
    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.
    Coaching - En metod för att förbättra servicemötet?2011Conference paper (Refereed)
  • 73.
    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, B.
    Gustafsson, A.
    Kristensson, P.
    Magnusson, P.
    Matthing, J.
    Service Encounter Analysis Based on Customer Retrospection2007In: Involving Customers in New Service Development, Edvardsson, B., Gustafsson, A., Kristensson, P., Magnusson, P., Matthing, J., (Eds.), Imperial Collage Press, Imperial Collage Press , 2007Chapter in book (Refereed)
  • 74.
    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)
  • 75.
    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.
    Fellesson, M.
    Managing boundary spanning services2006Conference paper (Refereed)
  • 76.
    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.
    Fellesson, M.
    Organizational Development and Cultural Change: Managing the unmanageable?2008Conference paper (Refereed)
  • 77.
    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.
    Fellesson, M.
    Gottfridsson, P.
    Service Development in a Network Perspective2006Conference paper (Refereed)
  • 78.
    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.
    Fellesson, Markus
    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.
    Organizational Development and Cultural Change: Managing Customer Oriented Services2009Conference paper (Refereed)
  • 79.
    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.
    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.
    User-Producer Interplay: Exploring the organizing of ordinary users during the ideation process2007Conference paper (Refereed)
  • 80.
    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.
    Salomonson, N.
    University of Borås.
    Consumer vulnerability during mobility service interactions: causes, forms and coping2019In: Journal of Marketing Management, ISSN 0267-257X, E-ISSN 1472-1376, Vol. 35, no 3-4, p. 364-389Article in journal (Refereed)
    Abstract [en]

    Research on how vulnerable consumers navigate various marketplaces and service interactions, developing specific consumer skills in order to empower themselves during such exchanges, has received inadequate attention. This paper contributes to this area by empirically drawing on a multi-perspective go-along travel study, consisting of a combination of in-depth interviews and observations of consumer and service provider interactions in mobility services. It addresses both factors that are a source of vulnerability and forms thereof during service interactions, thus unearthing critical mechanisms that explain why vulnerability comes into being. Further, the finding of four distinct forms of active coping strategies, building on the dimensions of proactiveness/reactiveness and explicit/implicit articulation, and how these are related to different forms of vulnerability, provides an understanding of coping with vulnerability during consumer and service provider interactions.

  • 81.
    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.
    Salomonsson, Nicklas
    Borås universitet.
    Åberg, Annika
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Dealing with customer misbehavior: Employees’ tactics, practical judgement and implicit knowledge2012In: Marketing Theory, ISSN 1470-5931, E-ISSN 1741-301X, Vol. 12, no 4, p. 427-449Article in journal (Refereed)
    Abstract [en]

    Much current research fails to provide in-depth explanations as to how and with what resources frontline employees deal with incidents where customers display dysfunctional behaviour. By drawing on theory of implicit knowledge and practical judgement this paper aims to explain this and conceptualize inherent structures and sub-mechanisms, central to service marketing. The analysis is based on in-depth interviews and narratives from four different industries, each representing service provision wherein customer misbehaviour is found to be frequent. The results display linkages between the central dimensions of dealing with customer misbehaviour. When incidents of misbehaviour occur they are met by tactics ranging from routinized action to more analytical and strategic approaches. These tactics are guided by underlying mechanisms in the form of practical judgements based on rules, balanced adjustment or reflection, with the judgements in turn being informed by implicit knowledge based on norms, schemes, or multi-perspective thinking. The study reveals patterns of linkages between these.

  • 82.
    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.
    Åkesson, Maria
    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 Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Professional identity in service work: why front-line employees do what they do2018In: Journal of service theory and practice, ISSN 2055-6225, E-ISSN 2055-6233, Vol. 28, no 3, p. 315-335Article in journal (Refereed)
    Abstract [en]

    Purpose: The purpose of this paper is to identify the key elements of professional identity in service work in order to provide more in-depth theoretical explanations as to why service workers do as they do while co-creating service. Design/methodology/approach: This study takes a multi-perspective on professional identity, i.e. using both an employee and a customer perspective, arguing that the phenomenon mainly consists of what these interactants jointly do during the service interaction and of the meanings that are attributed to it. The authors draw on a detailed empirical study of professionals working at a customer centre. Methodologically, the study is based on practice theory, which helps us to illuminate and analyse both the micro practices and the meaning attributed to the professional identity of service workers. Findings: The key elements of professional identity in service work are outlined within a framework that describes and explains three different facets of the service workers’ professional identity, i.e. as a core (i.e. individual resources, cognitive understanding, interaction), as conditions (i.e. service prerequisites), and as contour (i.e. demeanour and functions). Research limitations/implications: The findings are based on an empirical data set from a public transport customer centre. As the results are limited to one context, they do not provide statistical generalizability. Although limited to one service industry, the findings may still be of high relevance to a wide range of service organisations. Practical implications: The study shows the significance of managers not just talking about the importance of being service-minded; more exactly, a wide range of service prerequisites, beyond cognitive understanding, needs to be in place. It is crucial that service workers are given the time to develop their contextual knowledge of their customers, and of other parts of the service organisation. Originality/value: This study offers original empirical contributions concerning the key elements of professional identity. An alternative conceptualization of professional identity is provided, through which the paper adds to service research, explaining more specifically what kinds of knowledge and skills are in use during the co-creation of services.

  • 83.
    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)
  • 84.
    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)
  • 85.
    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)
  • 86.
    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)
  • 87.
    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)
  • 88.
    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.))
  • 89.
    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)
  • 90.
    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.))
  • 91.
    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)
  • 92.
    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)
  • 93.
    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)
  • 94.
    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)
  • 95.
    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)
  • 96.
    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)
  • 97.
    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)
  • 98.
    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)
  • 99.
    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)
  • 100.
    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)
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