All Stories

  1. Service Innovation: A New Conceptualization and Path Forward

    Article • Journal of Service Research, March 2020, SAGE Publications

    Professor Anders Gustafsson

  2. The use of electrodermal activity (EDA) measurement to understand consumer emotions – A literature review and a call for action

    Article • Journal of Business Research, November 2019, Elsevier

    Professor Anders Gustafsson

  3. Customer deviance: A framework, prevention strategies, and opportunities for future research

    Article • Journal of Business Research, November 2019, Elsevier

    Professor Anders Gustafsson

  4. The Abercrombie & Fitch Effect: The Impact of Physical Dominance on Male Customers' Status-Signaling Consumption

    Article • Journal of Marketing Research, February 2018, SAGE Publications

    Anders Gustafsson, Professor Anders Gustafsson

  5. Upframing Service Design and Innovation for Research Impact

    Article • Journal of Service Research, December 2017, SAGE Publications

    Lia Patricio, Professor Anders Gustafsson

  6. Network orchestration for value platform development

    Article • Industrial Marketing Management, November 2017, Elsevier

    Lars Witell, Christian Kowalkowski, Professor Anders Gustafsson

  7. Organizational capabilities for pay-per-use services in product-oriented companies

    Article • International Journal of Production Economics, October 2017, Elsevier

    Professor Anders Gustafsson

  8. Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens

    Article • Journal of Business Research, April 2017, Elsevier

    Professor Anders Gustafsson

  9. Identifying categories of service innovation: A review and synthesis of the literature

    Article • Journal of Business Research, July 2016, Elsevier

    Lars Witell, Professor Anders Gustafsson

  10. Service innovation, renewal, and adoption/rejection in dynamic global contexts

    Article • Journal of Business Research, July 2016, Elsevier

    Professor Anders Gustafsson

  11. The effect of frontline employees’ personal self-disclosure on consumers’ encounter experience

    Article • Journal of Retailing and Consumer Services, May 2016, Elsevier

    Professor Anders Gustafsson

  12. Enhancing theory development in service research

    Article • Journal of Service Management, March 2016, Emerald

    Professor Anders Gustafsson

  13. Developing service research – paving the way to transdisciplinary research

    Article • Journal of Service Management, March 2016, Emerald

    Professor Cristina Mele, Professor Anders Gustafsson

  14. Eye-tracking customers' visual attention in the wild: Dynamic gaze behavior moderates the effect of store familiarity on navigational fluency

    Article • Journal of Retailing and Consumer Services, January 2016, Elsevier

    Professor Anders Gustafsson

  15. Conducting service research that matters

    Article • Journal of Services Marketing, September 2015, Emerald

    Lerzan Aksoy, Professor Anders Gustafsson, Lars Witell

  16. Fresh perspectives on customer experience

    Article • Journal of Services Marketing, September 2015, Emerald

    Prof Dr Phil Klaus, Professor Anders Gustafsson

  17. Service manoeuvres to overcome challenges of servitisation in a value network

    Article • Production Planning & Control, May 2015, Taylor & Francis

    Lars Witell, Professor Anders Gustafsson

  18. Strategic brand management: Archetypes for managing brands through paradoxes

    Article • Journal of Business Research, February 2015, Elsevier

    Professor Anders Gustafsson

  19. Heuristics and resource depletion: eye-tracking customers’ in situ gaze behavior in the field

    Article • Journal of Business Research, January 2015, Elsevier

    Professor Anders Gustafsson

  20. Does Service Employees’ Appearance Affect the Healthiness of Food Choice?

    Article • Psychology and Marketing, December 2014, Wiley

    Professor Anders Gustafsson, Professor Sabine Benoit

  21. The effect of customer information during new product development on profits from goods and services

    Article • European Journal of Marketing, September 2014, Emerald

    Anders Gustafsson, Lars Witell, Professor Anders Gustafsson

  22. Vision (im)possible? The effects of in-store signage on customers’ visual attention

    Article • Journal of Retailing and Consumer Services, September 2014, Elsevier

    Professor Anders Gustafsson

  23. Turning customer satisfaction measurements into action

    Article • Journal of Service Management, August 2014, Emerald

    Professor Anders Gustafsson, Anders Gustafsson, Lars Witell, Dr Line Lervik-Olsen

  24. Guest editorial

    Article • Journal of Service Management, August 2014, Emerald

    Professor Anders Gustafsson

  25. Small details that make big differences

    Article • Journal of Service Management, April 2014, Emerald

    Professor Anders Gustafsson

  26. An Extended Method to Measure Overall Consumer Satisfaction with Packaging

    Article • Packaging Technology and Science, February 2014, Wiley

    Professor Anders Gustafsson

  27. COMPETETING CATEGORIES OF SERVICE INNOVATION

    Article • January 2014, Global Alliance of Marketing and Management Associations

    Professor Anders Gustafsson, Lars Witell

  28. Servitization of Capital Equipment Providers in the Pulp and Paper Industry

    Article • January 2014, Springer Science + Business Media

    Professor Anders Gustafsson, Lars Witell

  29. Left isn't always right: placement of pictorial and textual package elements

    Article • British Food Journal, August 2013, Emerald

    Professor Anders Gustafsson, Anders Gustafsson

  30. Relationship Characteristics and Cash Flow Variability: Implications for Satisfaction, Loyalty, and Customer Portfolio Management

    Article • Journal of Service Research, January 2013, SAGE Publications

    Professor Anders Gustafsson

  31. Any way goes: Identifying value constellations for service infusion in SMEs

    Article • Industrial Marketing Management, January 2013, Elsevier

    Christian Kowalkowski, Lars Witell, Professor Anders Gustafsson

  32. Let the music play or not: The influence of background music on consumer behavior

    Article • Journal of Retailing and Consumer Services, November 2012, Elsevier

    Professor Anders Gustafsson

  33. Co-creation with customers

    Article • Journal of Service Management, June 2012, Emerald

    Per Kristensson, Anders Gustafsson, Lars Witell, Professor Anders Gustafsson

  34. Reasons for household food waste with special attention to packaging

    Article • Journal of Cleaner Production, March 2012, Elsevier

    Professor Anders Gustafsson

  35. Competitive advantage through service differentiation by manufacturing companies

    Article • Journal of Business Research, December 2011, Elsevier

    Lars Witell, Professor Anders Gustafsson

  36. The influence of active and passive customer behavior on switching in customer relationships

    Article • Managing Service Quality, September 2011, Emerald

    Anders Gustafsson, Professor Anders Gustafsson

  37. «Customer Integration in New Service Development: Experiences from Sweden»

    Article • June 2011, Carl Hanser Verlag

    Lars Witell, Professor Anders Gustafsson

  38. Idea generation: customer co‐creation versus traditional market research techniques

    Article • Journal of Service Management, April 2011, Emerald

    Lars Witell, Professor Anders Gustafsson

  39. Theory of attractive quality and life cycles of quality attributes

    Article • The TQM Journal, March 2011, Emerald

    Anders Gustafsson, Lars Witell, Professor Anders Gustafsson

  40. Identifying ideas of attractive quality in the innovation process

    Article • The TQM Journal, January 2011, Emerald

    Anders Gustafsson, Lars Witell, Professor Anders Gustafsson

  41. Collaboration with Customers - Understanding the Effect of Customer-Company Interaction in New Product Development

    Article • January 2011, Institute of Electrical & Electronics Engineers (IEEE)

    Per Kristensson, Anders Gustafsson, Lars Witell, Professor Anders Gustafsson

  42. Service strategies in a supply chain

    Article • Journal of Service Management, August 2010, Emerald

    Anders Gustafsson, Lars Witell, Professor Anders Gustafsson

  43. How to create attractive and unique customer experiences

    Article • Marketing Intelligence & Planning, June 2010, Emerald

    Professor Anders Gustafsson

  44. Match or Mismatch: Strategy-Structure Configurations in the Service Business of Manufacturing Companies

    Article • Journal of Service Research, March 2010, SAGE Publications

    Lars Witell, Professor Anders Gustafsson

  45. Service Innovation and Customer Co-development

    Article • January 2010, Springer Science + Business Media

    Lars Witell, Professor Anders Gustafsson

  46. Customer satisfaction with service recovery

    Article • Journal of Business Research, November 2009, Elsevier

    Anders Gustafsson, Professor Anders Gustafsson

  47. Managerial Recommendations for Service Innovations in Different Product-Service Systems

    Article • January 2009, Springer Science + Business Media

    Anders Gustafsson, Lars Witell, Professor Anders Gustafsson

  48. Degree of service-orientation in the pulp and paper industry

    Article • International Journal of Services Technology and Management, January 2009, Inderscience Publishers

    Lars Witell, Professor Anders Gustafsson

  49. Customer satisfaction in the first and second moments of truth

    Article • Journal of Product & Brand Management, October 2008, Emerald

    Lars Witell, Professor Anders Gustafsson

  50. Understanding Frequent Switching Patterns

    Article • Journal of Service Research, August 2007, SAGE Publications

    Professor Anders Gustafsson

  51. Conjoint Measurement

    Article • January 2007, Springer Science + Business Media

    Anders Gustafsson, Professor Anders Gustafsson

  52. Conjoint Analysis as an Instrument of Market Research Practice

    Article • January 2007, Springer Science + Business Media

    Anders Gustafsson, Professor Anders Gustafsson

  53. Non-geometric Plackett-Burman Designs in Conjoint Analysis

    Article • January 2007, Springer Science + Business Media

    Anders Gustafsson, Professor Anders Gustafsson

  54. On the Influence of the Evaluation Methods in Conjoint Design - Some Empirical Results

    Article • January 2007, Springer Science + Business Media

    Anders Gustafsson, Professor Anders Gustafsson

  55. Involving Customers in New Service Development

    Article • October 2006

    Per Kristensson, Anders Gustafsson, Professor Anders Gustafsson

  56. Developing successful technology‐based services: the issue of identifying and involving innovative users

    Article • Journal of Services Marketing, August 2006, Emerald

    Professor Anders Gustafsson

  57. Defining relationship quality for customer‐driven business development

    Article • International Journal of Service Industry Management, March 2006, Emerald

    Professor Anders Gustafsson

  58. Involving Customers in New Service Development

    Article • January 2006, World Scientific Pub Co Pte Lt

    Per Kristensson, Professor Anders Gustafsson

  59. Challenges in New Service Development and Value Creation through Service

    Article • January 2006, Springer Science + Business Media

    Anders Gustafsson, Professor Anders Gustafsson

  60. The role of customer clubs in recent telecom relationships

    Article • International Journal of Service Industry Management, December 2005, Emerald

    Professor Anders Gustafsson

  61. The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention

    Article • Journal of Marketing, October 2005, American Marketing Association (AMA)

    Professor Anders Gustafsson

  62. QUIS 9 symposium – service excellence in management

    Article • International Journal of Service Industry Management, April 2005, Emerald

    Anders Gustafsson, Professor Anders Gustafsson

  63. Service portraits in service research: a critical review

    Article • International Journal of Service Industry Management, February 2005, Emerald

    Professor Anders Gustafsson

  64. Determining Attribute Importance in a Service Satisfaction Model

    Article • Journal of Service Research, November 2004, SAGE Publications

    Professor Anders Gustafsson

  65. Customer clubs in a relationship perspective: a telecom case

    Article • Managing Service Quality, April 2004, Emerald

    Anders Gustafsson, Professor Anders Gustafsson

  66. Customer Switching Patterns in Competitive and Noncompetitive Service Industries

    Article • Journal of Service Research, February 2004, SAGE Publications

    Professor Anders Gustafsson

  67. Harnessing the Creative Potential among Users*

    Article • Journal of Product Innovation Management, January 2004, Wiley

    Professor Anders Gustafsson

  68. The role of quality practices in service organizations

    Article • International Journal of Service Industry Management, May 2003, Emerald

    Professor Anders Gustafsson

  69. Non-geometric Plackett-Burman Designs in Conjoint Analysis

    Article • January 2003, Springer Science + Business Media

    Anders Gustafsson, Professor Anders Gustafsson

  70. Conjoint Analysis as an Instrument of Market Research Practice

    Article • January 2003, Springer Science + Business Media

    Anders Gustafsson, Professor Anders Gustafsson

  71. On the Influence of the Evaluation Methods in Conjoint Design — Some Empirical Results

    Article • January 2003, Springer Science + Business Media

    Professor Anders Gustafsson

  72. Comparing customer satisfaction across industries and countries

    Article • Journal of Economic Psychology, December 2002, Elsevier

    Anders Gustafsson, Professor Anders Gustafsson

  73. The evolution and future of national customer satisfaction index models

    Article • Journal of Economic Psychology, April 2001, Elsevier

    Professor Anders Gustafsson

  74. Non-geometric Plackett-Burman Designs in Conjoint Analysis

    Article • January 2001, Springer Science + Business Media

    Anders Gustafsson, Professor Anders Gustafsson

  75. Conjoint Analysis as an Instrument of Market Research Practice

    Article • January 2001, Springer Science + Business Media

    Anders Gustafsson, Professor Anders Gustafsson

  76. On the Influence of the Evaluation Methods in Conjoint Design — Some Empirical Results

    Article • January 2001, Springer Science + Business Media

    Anders Gustafsson, Professor Anders Gustafsson

  77. The effects of satisfaction and loyalty on profits and growth: Products versus services

    Article • Total Quality Management, September 2000, Taylor & Francis

    Tore Strandvik, Professor Anders Gustafsson

  78. Conjoint Measurement

    Article • January 2000, Springer Science + Business Media

    Anders Gustafsson, Professor Anders Gustafsson

  79. Non-geometric Plackett-Burman Designs in Conjoint Analysis

    Article • January 2000, Springer Science + Business Media

    Anders Gustafsson, Professor Anders Gustafsson

  80. Conjoint Analysis as an Instrument of Market Research Practice

    Article • January 2000, Springer Science + Business Media

    Anders Gustafsson, Professor Anders Gustafsson

  81. On the Influence of the Evaluation Methods in Conjoint Design — Some Empirical Results

    Article • January 2000, Springer Science + Business Media

    Anders Gustafsson, Professor Anders Gustafsson

  82. Customer‐oriented service development at SAS

    Article • Managing Service Quality, December 1999, Emerald

    Anders Gustafsson, Professor Anders Gustafsson

  83. Customer focused service development in practice – A case study at Scandinavian Airlines System (SAS)

    Article • International Journal of Service Industry Management, October 1999, Emerald

    Professor Anders Gustafsson

  84. Conjoint analysis: A useful tool in the design process

    Article • Total Quality Management, May 1999, Taylor & Francis

    Professor Anders Gustafsson

  85. The new quality tools

    Article • Total Quality Management, June 1997, Taylor & Francis

    Anders Gustafsson, Professor Anders Gustafsson

  86. Customer Retention in the Automotive Industry

    Article • January 1997, Springer Science + Business Media

    Anders Gustafsson, Professor Anders Gustafsson

  87. Linking Satisfaction to Design — A Key to Success for Volvo

    Article • January 1997, Springer Science + Business Media

    Anders Gustafsson, Professor Anders Gustafsson

  88. Improved Customer Satisfaction Is Volvo Priority

    Article • January 1997, Springer Science + Business Media

    Anders Gustafsson, Professor Anders Gustafsson

  89. Customer Integration in Service Innovation

    Article • Edward Elgar Publishing

    Per Kristensson, Anders Gustafsson, Professor Anders Gustafsson

  90. Services Science with a Focus on Academia and Company Collaboration

    Article • Springer Science + Business Media

    Anders Gustafsson, Professor Anders Gustafsson

  91. Success Factors in New Service Development and Value Creation through Services

    Article • Springer Science + Business Media

    Anders Gustafsson, Professor Anders Gustafsson

  92. New service development from the perspective of value co-creation in a service system

    Article • Edward Elgar Publishing

    Professor Anders Gustafsson, Lars Witell