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  • 1.
    Aal, Kotaiba Abdul
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Di Pietro, Laura
    Roma Tre University, Rome, Italy.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Renzi, Maria Francesca
    Roma Tre University, Rome, Italy.
    Guglielmetti Mugion, Roberta
    Roma Tre University, Rome, Italy.
    Innovation in service ecosystems: An empirical study of the integration of values, brands, service systems and experience rooms2016Inngår i: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 27, nr 4, s. 619-651Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose – The purpose of this paper is to extend the understanding of innovation in service ecosystems by focussing on the role of values resonance in relation to the integration of brands, service systems and experience rooms.

    Design/methodology/approach – An empirical, explorative case study of an innovative service system is carried out using a narrative approach and presented in the form of a saga.

    Findings – Insights gleaned from the empirical study are used for conceptual developments. Analysis of the empirical case study is presented as four lessons linked to values, brands, service systems and experience rooms.

    Originality/value – The paper extends a conceptual framework of innovative resource integration in service ecosystems. The paper also contributes four propositions to inform theory: values resonance is a basis for service innovation, the innovative integration of brands based on values resonance can foster innovation, the integration of resources across service system boundaries grounded in values resonance can enable innovation and the integration of experience rooms into a coherent servicescape based on values resonance can support novel forms of resource integration and value co-creation efforts in service ecosystems.

    Keywords Service-dominant logic, Brands, Service innovation, Resource integration, Service ecosystem, Values resonance

    Paper type Research paper

  • 2.
    Alves, Helena
    et al.
    Univ Beira Interior, PRT.
    Cepeda-Carrion, Ignacio
    University Seville, ESP.
    Ortega-Gutierrez, Jaime
    University Seville, ESP.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    The role of intellectual capital in fostering SD-Orientation and firm performance2021Inngår i: Journal of Intellectual Capital, ISSN 1469-1930, E-ISSN 1758-7468, Vol. 22, nr 1, s. 57-75Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose This research aims to understand the relationship among Intellectual Capital (IC), Service Dominant Orientation (SD-Orientation) and firms performance. Design/methodology/approach A model conceptualizing the relationship among the three constructs was tested through structural equation modelling on a sample of 101 firms from SABI Spanish database. Findings The results confirm the influence of IC, in all of its dimensions, on SD-Orientation and of SD-orientation on performance. Furthermore, the results show that SD- Orientation fully mediates the relationship between IC and performance, except for relational capital that by itself also directly influences financial performance. Research limitations/implications Data is limited to a sample of only one country and 101 services firms. Therefore, future studies should be carried out with samples from other countries. Practical implications The main results show HC, relational capital and SC are a great influence and antecedent on SD-Orientation, therefore, as an implication, firms need to take care of the several components (human, structural and social) of IC in order to become more service oriented, something that will allow them to achieve a better performance. Originality/value Until know there was no other study testing the influence of IC on SD-Orientation, therefore this study contributes to understand SD-orientation and the necessary resources to operationalize it, including the links to financial performance.

  • 3.
    Andreassen, Tor Wallin
    et al.
    Norwegian Sch Econ, Ctr Serv Innovat, Bergen, Norway..
    Kristensson, Per
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för psykologi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    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
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan.
    Colurcio, Maria
    Univ Magna Graecia Catanzaro Italy, Catanzaro, Italy..
    Linking service design to value creation and service research2016Inngår i: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 27, nr 1, s. 21-29Artikkel i tidsskrift (Fagfellevurdert)
    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.

  • 4. Arnerup, Birgitta
    et al.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Tjänstemarknadsföring i teori och praktik1998Bok (Fagfellevurdert)
  • 5.
    Arsenovic, Jasenko
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    De Keyser, A.
    EDHEC Business School, FRA.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Inland Norway Univ Appl Sci, NOR.
    Tronvoll, Bård
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Inland Norway Univ Appl Sci, NOR.
    Gruber, T.
    Loughborough University, GBR.
    Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes2021Inngår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 134, s. 342-351Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Despite the widespread adoption of the justice framework in service recovery literature, research findings vary as to what dimension - distributive, interactional, procedural - is most important. This paper contributes to this debate by considering how an easily accessible variable like relationship activity (i.e., the frequency of visiting and purchasing from a company) moderates the impact of the justice dimensions on post-recovery customer outcomes. Findings show that distributive justice is the only dimension impacting word-of-mouth (WOM) and repurchase behavior for low- and medium-relationship-activity customer segments. For a high-relationship-activity segment, all justice dimensions have a positive and balanced impact on WOM and/or repurchase behavior. This research demonstrates the potential of a segmented approach for recovery, while also providing managers with valuable insights into how they can use readily available information to adapt their service recovery efforts.

  • 6.
    Arsenovic, Jasenko
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Otterbring, Tobias
    University of Agder, NOR; Institute of Retail Economics, SWE.
    Tronvoll, Bård
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Inland Norway University of Applied Science, NOR.
    Money for nothing?: The impact of compensation on customer bad-mouthing behavior in service recovery encounters2023Inngår i: Marketing letters, ISSN 0923-0645, E-ISSN 1573-059X, Vol. 34, nr 1, s. 69-82Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    As one of the retailer’s most potent recovery tactics to offset disgruntled customers, firms invest heavily in compensation to increase customer satisfaction and improve loyalty. However, the effectiveness of this tactic remains unclear. This study examines whether firm-offered compensation affects customers’ emotional responses and bad-mouthing behavior (i.e., telling others about a particular problem). Importantly, the study investigates whether the level of collaboration during the recovery encounter moderates the link between compensation and customers’ emotional responses, and whether collaborative efforts influence the effectiveness of compensation. The findings indicate that collaboration during the recovery encounter is necessary if compensation is to mitigate negative emotional responses, with downstream effects on bad-mouthing behavior. In confirming the importance of collaboration during recovery encounters, the findings have critical managerial and financial implications.

    Fulltekst (pdf)
    fulltext
  • 7.
    Arsenovic, Jasenko
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstad Univ, Ctr Tjansteforskning CTF, Serv Res Ctr, S-65188 Karlstad, Sweden..
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstad Univ, Ctr Tjansteforskning CTF, Serv Res Ctr, S-65188 Karlstad, Sweden.;Inland Norway Univ Appl Sci, Dept Mkt, N-2411 Elverum, Norway..
    Tronvoll, Bård
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstad Univ, Ctr Tjansteforskning CTF, Serv Res Ctr, S-65188 Karlstad, Sweden.;Inland Norway Univ Appl Sci, Dept Mkt, N-2411 Elverum, Norway..
    Moving Toward Collaborative Service Recovery: A Multiactor Orientation2019Inngår i: Service Science, ISSN 2164-3962, E-ISSN 2164-3970, Vol. 11, nr 3, s. 201-212Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Service recovery research has traditionally been firm-centric, focusing primarily on the time and effort expended by firms in addressing service failures. The subsequent shift to a customer-centric orientation addressed the customer's role in recovery situations, and the recent dyadic orientation has explored the effectiveness of their joint efforts. However, earlier conceptualizations failed to take adequate account of the complexity of service recovery encounters in which multiple actors collaborate and integrate resources. This study explores how multiactor collaborations influence the customer's experience of service recovery by adopting a multiactor orientation and by applying service-dominant logic. After reviewing the customer experience literature, a collaborative recovery experience framework is developed that emphasizes the joint efforts of multiple actors and customers to achieve a favorable recovery experience. In a contextualization, the usefulness of the new framework to explain customer experiences in collaborative service processes is shown. Finally, further research avenues are proposed.

  • 8.
    Arsenovic, Jasenko
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Tronvoll, Bård
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Gruber, Thorsten
    The Influence of Collaborative Judgement on Customer’s Service Recovery Experience2020Konferansepaper (Fagfellevurdert)
  • 9.
    Arsenovic, Jasenko
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Tronvoll, Bård
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Åkesson, Maria
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Gruber, Thorsten
    Conceptualizing the Holistic Co-recovery Customer Experience2017Konferansepaper (Fagfellevurdert)
  • 10.
    As'ad, Nabila
    et al.
    University of Porto, Portugal.
    Patricio, Lia
    University of Porto, Portugal.
    Koskela-Huotari, Kaisa
    Stockholm School of Economics, Sweden.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Understanding service ecosystem dynamics: a typology2024Inngår i: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 35, nr 6, s. 159-184Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    PurposeThe service environment is becoming increasingly turbulent, leading to calls for a systemic understanding of it as a set of dynamic service ecosystems. This paper advances this understanding by developing a typology of service ecosystem dynamics that explains the varying interplay between change and stability within the service environment through distinct behavioral patterns exhibited by service ecosystems over time. Design/methodology/approachThis study builds upon a systematic literature review of service ecosystems literature and uses system dynamics as a method theory to abductively analyze extant literature and develop a typology of service ecosystem dynamics. FindingsThe paper identifies three types of service ecosystem dynamics-behavioral patterns of service ecosystems-and explains how they unfold through self-adjustment processes and changes within different systemic leverage points. The typology of service ecosystem dynamics consists of (1) reproduction (i.e. stable behavioral pattern), (2) reconfiguration (i.e. unstable behavioral pattern) and (3) transition (i.e. disrupting, shifting behavioral pattern). Practical implicationsThe typology enables practitioners to gain a deeper understanding of their service environment by discerning the behavioral patterns exhibited by the constituent service ecosystems. This, in turn, supports them in devising more effective strategies for navigating through it. Originality/valueThe paper provides a precise definition of service ecosystem dynamics and shows how the identified three types of dynamics can be used as a lens to empirically examine change and stability in the service environment. It also offers a set of research directions for tackling service research challenges.

    Fulltekst (pdf)
    fulltext
  • 11.
    Bejou, D
    et al.
    Department of Marketing at the University of North Carolina-Wilmington.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    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. Airlines1996Inngår i: Journal of Travel Research, ISSN 0047-2875, Vol. 35, nr 1, s. 35-40Artikkel i tidsskrift (Fagfellevurdert)
    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

  • 12.
    Ben Letaifa, Soumaya
    et al.
    Univ Quebec, Dept Strategy, CP 8888 Succursale Ctr Ville, Montreal, PQ H3C 3P8, Canada..
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Tronvoll, Bård
    Hedmark University of Applied Sciences, Elverum, Norway.
    The role of social platforms in transforming service ecosystems2016Inngår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, nr 5, s. 1933-1938Artikkel i tidsskrift (Fagfellevurdert)
    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. 

  • 13.
    Bjurklo, Margareta
    et al.
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    The Role of Competence in Initiating the Transition from Products to Service2008Konferansepaper (Fagfellevurdert)
  • 14.
    Björlin-Lidén, Sara
    et al.
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Customer Expectations on Service Guarantees2003Inngår i: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 13, nr 5, s. 338-348Artikkel i tidsskrift (Fagfellevurdert)
    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.

  • 15.
    Bowen, David E.
    et al.
    Arizona State University, USA.
    Fisk, Raymond P.
    ServCollab, USA; Texas State University, USA.
    Bateson, John E.G.
    University of London, UK.
    Berry, Leonard L.
    Texas A&M University, USA.
    Bitner, Mary Jo
    Arizona State University, USA.
    Brown, Stephen W.
    Arizona State University, USA.
    Chase, Richard B.
    University of Southern California, USA.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Grönroos, Christian
    Hanken School of Economics, Finland.
    Parasuraman, A.
    University of Miami, USA; Coral Gables, Florida, USA.
    Schneider, Benjamin
    University of Maryland at College Park, USA.
    Zeithaml, Valarie A.
    The University of North Carolina at Chapel Hill, USA.
    Learning from the pioneering founders of the service research field2023Inngår i: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 34, nr 4, s. 605-630Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose: A small group of pioneering founders led the creation and early evolution of the service research field. Decades later, this article shares timeless service wisdom from ten of those pioneering founders. Design/methodology/approach: Bowen and Fisk specified three criteria by which to identify a pioneering founder. In total, 11 founders met the criteria (Bateson, Berry, Bitner, Brown, Chase, Edvardsson, Grönroos, Gummesson, Parasuraman, Schneider and Zeithaml) and were invited to join Bowen and Fisk – founders that also met the criteria as coauthors. Ten founders then answered a set of questions regarding their careers as service scholars and the state of the field. Findings: Insightful reflections were provided by each of the ten pioneering founders. In addition, based on their synthesis of the reflections, Bowen and Fisk developed nine wisdom themes for service researchers to consider and to possibly act upon. Originality/value: The service research field is in its fifth decade. This article offers a unique way to learn directly from the pioneering founders about the still-relevant history of the field, the founders’ lives and contributions as service scholars and the founders’ hopes and concerns for the service research field.

  • 16. Brow, Stephen W
    et al.
    Gumesson, EvertEdvardsson, BoKarlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.Gustavsson, BengtOve
    Service Quality: Multidisciplinary and Multinational Perspectives1991Collection/Antologi (Fagfellevurdert)
  • 17.
    Brown, S
    et al.
    Arizona State University.
    Gummesson, E
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Gustavsson, Bengt Ove
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Service Quality: Multinational and Multidiciplinary Perspectives1990Annet (Annet (populærvitenskap, debatt, mm))
  • 18.
    Carida, Angela
    et al.
    University of Catanzaro “Magna Graecia”, ITA.
    Colurcio, Maria
    University of Catanzaro “Magna Graecia”, ITA.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Pastore, Alberto
    Sapienza University of Rome, ITA.
    Creating harmony through a plethora of interests, resources and actors: the challenging task of orchestrating the service ecosystem2022Inngår i: Journal of service theory and practice, ISSN 2055-6225, E-ISSN 2055-6233, Vol. 32, nr 4, s. 477-504Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose There is a need to understand value co-creation in service ecosystems that engage multiple actors with different goals. This study aims to extend the understanding of value co-creation by considering the orchestration of service ecosystems with reference to resource-integration processes. Design/methodology/approach An exploratory case study approach is used to analyze actors' roles in resource orchestration within a service ecosystem, gathering data from the macro, meso and micro levels of an Italian hospitality and tourism services ecosystem. Findings A framework is devised that highlights the intersection between orchestration and resource integration for value co-creation processes across the macro, meso and micro levels in service ecosystems. This extends the understanding of service ecosystem dynamics, especially how new value co-creation structures emerge, by emphasizing the circular causality between system levels. Findings show how orchestrating resource integration activities initiate and institutionalize non-linear value co-creation processes. Practical implications Resource integration orchestration within and between ecosystem levels is a possible response to societal challenges and for creating economic, cultural and social value across the community. The study offers policymakers insights into developing new competencies for developing actions according to a logic of socially and sustainable value. Originality/value This study advances the understanding of service orchestration by expanding the concept and the feasibility of service ecosystem orchestration. It offers insights into the importance of orchestrating resource integration to the emergence and vitality of service ecosystems themselves. The study responds to the need for empirical studies on value co-creation.

  • 19.
    Carida, Angela
    et al.
    University of Catanzaro, Magna Græcia, Italy.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Corulcio, Maria
    University of Catanzaro, Magna Græcia, Italy.
    Modes of resource integration driving value co-creation: an empirical investigation in virtual brand communities (VBCs)2015Inngår i: 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, 2015Konferansepaper (Fagfellevurdert)
  • 20.
    Caridà, Angela
    et al.
    University ‘Magna Græcia’ of Catanzaro, Italy.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Colurcio, Mario
    University ‘Magna Græcia’ of Catanzaro, Italy.
    Conceptualizing resource integration as an embedded process: Matching, resourcing and valuing2019Inngår i: Marketing Theory, ISSN 1470-5931, E-ISSN 1741-301X, Vol. 19, nr 1, s. 65-84Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    The strong linkage between the creation of value and the actors’ resource-integrating efforts forces academics and practitioners to understand how value stems from resource integration (RI). This article analyses RI as an embedded process within the wider process of interactive value formation. The study is conceptual in nature and adopts a qualitative research approach and an empirical contextualization strategy. It provides a granular perspective on RI and proposes a framework that depicts RI as a process that shapes and results from a complex service context through a sequence of three phases: matching, resourcing and valuing. The article, particularly the suggested new framework, contributes to the extant literature on RI in service research; it reconceptualizes RI as process per se that is embedded in actors’ value co-creation efforts and offers the opportunity to reflect on this process as a fundamental enabler in value-creating service ecosystems.

  • 21.
    Carrillo, F. J.
    et al.
    Tecnologico de Monterrey, Monterrey, Mexico.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Reynoso, J.
    EGADE Business School, Tecnologico de Monterrey, Monterrey, Mexico.
    Maravillo, E.
    EGADE Business School, Tecnologico de Monterrey, Monterrey, Mexico.
    Alignment of resources, actors and contexts for value creation: Bringing knowledge management into service-dominant logic2019Inngår i: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 11, nr 3, s. 424-438Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    This paper aims to deepen the understanding of resource integration for value co-creation within service-dominant logic (SDL), by drawing on key knowledge management (KM) concepts. Design/methodology/approach: This conceptual study introduces three key KM concepts, namely, object, agent and context to SDL; thus, deepening the understanding of how resources are becoming when actors are engaged in co-creating value-in-context. Findings: This paper extends understanding of actors’ uses of knowledge in their efforts to co-create value. Paradoxically, SDL takes a phenomenological approach to understanding value co-creation, whereas KM embraces a realist-phenomenological view. Emphasizing knowing rather than knowledge reveals that there is no object without an agent, no agency without context and no knowledge without value-alignment. Thus, the paper contributes to theorizing about resource integration through SDL by identifying the need for effective alignment between relevant objects, capable agents and meaningful contexts for value to emerge. The paper also contributes with four facilitators of object-agent-context alignment: tacit knowledge contextualization, collective sensemaking, shared values among engaged actors and feedback on alignment effectiveness. Originality/value: It advances current conceptualizations of resource integration and value co-creation in SDL by paying explicit attention to a KM perspective. © 2019, Emerald Publishing Limited.

  • 22. Colurcio, Maria
    et al.
    Carida, Angela
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Pastore, A
    Orchestrating multi-actor collaboration in service ecosystems2020Konferansepaper (Fagfellevurdert)
  • 23.
    Colurcio, Maria
    et al.
    University ‘Magna Græcia’ of Catanzaro, ITA.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Vigolo, Vania
    University of Verona, ITA.
    Guest Editorial: Framing Silver Economy in a management perspective: from practice to theory2022Inngår i: Sinergie, ISSN 0393-5108, Vol. 40, nr 3, s. 11-16Artikkel i tidsskrift (Fagfellevurdert)
  • 24.
    Colurcio, Maria
    et al.
    University ‘Magna Græcia’ of Catanzaro, Italy.
    Vigolo, Vania
    University of Verona, Italy.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Fifty years of research on silver economy: a bibliometric analysis2022Inngår i: Sinergie, ISSN 0393-5108, Vol. 40, nr 3, s. 149-171Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Frame of the research: Population ageing is a global demographic trend that will have tremendous implications for individuals, firms, organizations, policy makers and, in general, for mostly all sectors of society. Specifically, silver economy (SE) encompasses all the activities aimed at providing goods and services that meet the changing needs of this heterogeneous market. While academic interest on SE has greatly increased in the last years, management research on older persons is still fragmented and needs to be systematized. Purpose of the paper: This paper establishes the state of the art and the emerging issues on the SE in the management literature to define and prioritize the future research directions that will support scholars who wish to address the silver market. Methodology: A systematic review of the literature published between 1969 and 2022 was conducted using bibliometric techniques. Findings: Based on bibliographic coupling, 10 clusters emerge, showing the heterogeneity of contributions on the SE in management. Analysis of the thematic map reveals five main research topics on the SE, classified according to the degree of relevance and the level of development. Service quality and service providers are the motor themes (i.e., well-developed and important themes) in the SE management literature. Research limits: Future studies could analyse the single clusters more fully to identify specific features of SE in the various management research fields. Practical implications: This study helps managers to better focus on the design, production and delivery of goods and services in line with the emerging complexity and extension of the population life cycle. Originality of the paper: As far as we are aware, this study is the first to systematize knowledge on the SE in the management literature and to propose a comprehensive research agenda for management scholars.

  • 25. Corulcio, Maria
    et al.
    Carida, Angela
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Conceptualizing Resource Integration to Advance Service Innovation2017Inngår i: Innovating in Practice: Perspectives and Experiences / [ed] T. Russo, C. Mele, M. Nuutinen, Berlin: Springer, 2017, s. 211-238Kapittel i bok, del av antologi (Fagfellevurdert)
  • 26. Corulcio, Maria
    et al.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Carida, Angela
    Resource integration in innovation processes: a literature review2014Konferansepaper (Fagfellevurdert)
  • 27.
    Cárdenas-Barrón, L.E.
    et al.
    School of Engineering and Sciences, Mexico.
    Reynoso, J.
    EGADE Business School, Mexico.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Cabrera, K.
    EGADE Business School, Mexico.
    Inventory model optimization revisited: Understandingservice inventories to improve performance2020Inngår i: Scientia Iranica. International Journal of Science and Technology, ISSN 1026-3098, E-ISSN 2345-3605, Vol. 27, nr 3, s. 1572-1592Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Services are increasingly important in the modern economy, for both service and manufacturing firms, yet inventory literature has been focused mainly on physical goods and, only a few studies have included services in optimization. On the other side, traditional service management literature relies on an extremely narrow definition of inventory that excludes services, because they are perishable. Thus, there is a lack of research in the link between inventory optimization and service management. However, according to a new service inventory approach, businesses components such as tasks or information, as different from physical goods, can be performed and stored in anticipation of service demand as a form of service inventory—that is, inventorying by anticipation rather than delaying the service. This article aims to contribute to this lack of research by proposing a service inventory optimization model that integrates a service orientation to optimize tasks and information to be performed in advance. In contrast with traditional inventory models, where the objective is to optimize physical items, in this approach physical products whenever included, constitute only mechanisms for service provision. This service inventory model contributes to optimize the quantity of tasks or information to be anticipated and thus provides benefits for customers.

  • 28.
    Davidsson, Nina
    et al.
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Gustafsson, Anders
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Witell, Lars
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Degree of Service-orientation in the pulp and paper industry2009Inngår i: International Journal of Services Technology and Management, ISSN 1460-6720, E-ISSN 1741-525X, Vol. 11, nr 1, s. 24-41Artikkel i tidsskrift (Fagfellevurdert)
    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.

  • 29.
    Dehling, Sebastian
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Inland Norway University of Applied Sciences, NOR.
    Tronvoll, Bård
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Inland Norway University of Applied Sciences, NOR.
    How do actors coordinate for value creation?: A signaling and screening perspective on resource integration2022Inngår i: Journal of Services Marketing, ISSN 0887-6045, E-ISSN 0887-6045, Vol. 36, nr 9, s. 18-26Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Purpose Although service research typically asserts that institutions coordinate actors' value creation processes, institutions and resources are not necessarily transparent, aligned, or pre-existing. This paper aims to develop a more granular perspective on how actors coordinate for value. Design/methodology/approach Drawing on the established concepts of signaling and screening theory, this paper adopts a service marketing perspective to explore how independent heterogeneous actors coordinate for value creation at the individual level. Illustrative cases of corporate startup collaborations are presented in support of the proposed conceptual framework. Findings Actors share and acquire information through signaling and screening activities in a coordinative dialogue with other actors. These resource integration activities (for resource creation and matching) affect actors' valuations and future actions. Originality/value The one-sided explanations of coordination in the existing literature reflect the dominance of the institutional theory. By contrast, the proposed agency-oriented perspective based on the integration of signaling and screening functions offers a more granular conceptualization of the resource integration process. As well as capturing how actors use coordinating dialogue to match resources and institutions, this account also shows that matching is a core element of resource integration rather than an antecedent. The findings indicate paths for future research that focus on the actor.

    Fulltekst (pdf)
    fulltext
  • 30.
    Di Pietro, Laura
    et al.
    Univ Roma Tre, Dept Business Studies, Rome, Italy.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Reynoso, Javier
    Renzi, Maria Francesca
    Toni, Martina
    Mugion, Roberta Guglielmetti
    A scaling up framework for innovative service ecosystems: lessons from Eataly and KidZania2018Inngår i: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 29, nr 1, s. 146-175Artikkel i tidsskrift (Fagfellevurdert)
    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.

  • 31.
    Durrande-Moreau, Agnés
    et al.
    Université de Savoie.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Kreziak, Dominique
    Université de Savoie.
    Frochot, Isabelle
    Université de Savoie.
    What drives customer value in composed service systems? The case of mountain resorts2012Inngår i: Marketing, Strategy, Economics, Operations and Human Resources: Insights on Service Activities, 2012Konferansepaper (Fagfellevurdert)
    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.

  • 32.
    Echeverri, Per
    et al.
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Marknadsföring i tjänsteekonomin2002Bok (Fagfellevurdert)
  • 33.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    A Critical Incident Approach of Examining the Effects of Service Breakdowns on Custoemr Relationships. The Case of Swedish and US Airlines1994Konferansepaper (Fagfellevurdert)
  • 34.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    A Critical Incident Approach of Examining the Effects of Service Breakdowns on Customer Relationships: The Case of Swedish and US. Airlines1995Konferansepaper (Fagfellevurdert)
  • 35.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Advancing Service Quality: A global perspective1996Konferanseproceedings (Fagfellevurdert)
  • 36.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    An Experienced-based Measure of Service Quality1993Inngår i: The Service Industries JournalArtikkel i tidsskrift (Fagfellevurdert)
  • 37.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Are the Norwegian Acquisition Laws Anything for us in Sweden?1977Inngår i: Lantmän No 31Artikkel i tidsskrift (Annet vitenskapelig)
  • 38.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Case Studies in the Marketing of Anebyhus1983Annet (Annet (populærvitenskap, debatt, mm))
  • 39.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Causes of Customer Dissatisfaction1998Inngår i: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 8, nr 3Artikkel i tidsskrift (Fagfellevurdert)
  • 40.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Company Strategies for Product Development1981Annet (Annet (populærvitenskap, debatt, mm))
  • 41.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Company Strategies for Product Development1981Doktoravhandling, monografi (Annet vitenskapelig)
  • 42.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Company Strategies for Research and Development1980Rapport (Fagfellevurdert)
  • 43.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Company Strategies for Research and Development1980Rapport (Fagfellevurdert)
  • 44.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Consumer Evaluation of New Food Products1981Rapport (Fagfellevurdert)
  • 45.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Critical Incidents in the Sales Process: A Study of Service-connected Critical Incidents in the Manufacturing Industry1987Rapport (Fagfellevurdert)
  • 46.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Customer Dissatisfaction and Complaint Handling1997Rapport (Fagfellevurdert)
  • 47.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Customer Dissatisfaction and Complaint Handling1997Rapport (Fagfellevurdert)
  • 48.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi.
    Developing of Service Research in Europe against the background of Global Economic Change: Experience, Challenges and Trends2007Inngår i: Moderne Dienstleistungen, Impulse für Innovation, Wachstum und Beschäftigung / [ed] Streich, D. and Wahl, D., Frankfurt: Campus Verlag , 2007, s. 23-26Kapittel i bok, del av antologi (Annet vitenskapelig)
  • 49.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi.
    Developing of Service Research in Europe against the background of Global Economic Change: Experience, Challenges and Trends2006Inngår i: Moderne Dienstleistungen, Impulse fur Innovation, Wachstum und Beschäftigung / [ed] Streich, D. & Wahl, D., Frankfurt/Main: Campus , 2006, s. 23-26Kapittel i bok, del av antologi (Fagfellevurdert)
  • 50.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Increased Integration Between Products and Services1989Rapport (Fagfellevurdert)
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