• Fresh perspectives on customer experience 

      McColl-Kennedy, Janet; Gustafsson, Anders; Jaakkola, Elina; Klaus, Phil; Radnor, Zoe; Perks, Helen; Friman, Margareta (Journal article; Peer reviewed, 2015)
      Purpose – The purpose is to provide directions for future research on: (1) broadening the role of customers in customer experience; (2) taking a practice-based approach to customer experience; and (3) recognizing the ...
    • Friend or Foe? Can Anthropomorphizing Self-Tracking Devices Backfire on Marketers and Consumers? 

      Petersen, Lane; Mende, Martin; Scott, Maura; Nenkov, Gregana; Gustafsson, Anders (Peer reviewed; Journal article, 2022)
      Self-quantification, with the promise of motivating consumers to engage in health behaviors through measuring their performance, is a popular trend amongst consumers. Despite the economic impact of self-tracking technologies, ...
    • The great game of business: Advancing knowledge on gamification in business contexts 

      Wünderlich, Nancy V.; Gustafsson, Anders; Hamari, Juho; Parvinen, Petri; Haff, André (Journal article; Peer reviewed, 2020)
      Gamification is a rather significant trend in recent years. It builds on the emotional and involving qualities of gaming but may not entail a full-fledged game. Gamification exists in a large number of industries; retail, ...
    • Heuristics and resource depletion: eye-tracking customers’ in situ gaze behavior in the field 

      Wästlund, Erik; Otterbring, Tobias; Gustafsson, Anders; Shams, Poja (Journal article; Peer reviewed, 2015)
      When we visit a retail outlet, we go there to complete some type of shopping goal. These goals may be very specific and precisely planned prior to entering the store, or more abstract, and something we think of on the spur ...
    • How customer experience management reconciles strategy differences between East and West 

      Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina; Witell, Lars (Journal article; Peer reviewed, 2021)
      This paper studies how customers of a global firm evaluate their experiences within and across 44 countries. It focuses on customers’ emotional, cognitive, sensory and behavioral responses to the catalog experience. It ...
    • How do corporate social responsibility (CSR) and innovativeness increase financial gains? A customer perspective analysis 

      Ghanbarpour, Tohid; Gustafsson, Anders (Journal article; Peer reviewed, 2021)
      Previous research on corporate social responsibility (CSR) and firm innovativeness and their impact on financial performance has focused on firms’ actions (i.e., what firms do). However, how customers perceive these firm ...
    • Identifying categories of service innovation: a review and synthesis of the literature 

      Snyder, Hannah; Witell, Lars; Gustafsson, Anders; Fombelle, Paul; Kristensson, Per (Journal article; Peer reviewed, 2016)
      Service innovation acts as society’s engine of renewal and provides the necessary catalyst for the service sector’s economic growth. Despite service innovation’s importance, the concept remains fuzzy and poorly defined. ...
    • The Influence of Corporate Social Responsibility on Stakeholders in Different Business Contexts 

      Ghanbarpour, Tohid; Crosby, Lawrence; Johnson, Michael; Gustafsson, Anders (Journal article; Peer reviewed, 2023)
      The authors explore two important topics related to this special issue. One is how corporate social responsibility (CSR) activities impacts stakeholders, more specifically customers and shareholders/investors. Second is ...
    • Investigating the Emerging COVID-19 Research Trends in the Field of Business and Management: A Bibliometric Analysis Approach 

      Verma, Surabhi; Gustafsson, Anders (Journal article; Peer reviewed, 2020)
      The COVID-19 pandemic has been labeled as a black swan event that caused a ripple effect on every aspect of human life. Despite the short time span of the pandemic—only four and half months so far—a rather large volume of ...
    • Left isn’t always right: placement of pictorial and textual package elements 

      Otterbring, Tobias; Shams, Poja; Wästlund, Erik; Gustafsson, Anders (Journal article; Peer reviewed, 2013)
      Purpose – The purpose of this study is to investigate how the positioning of textual and pictorial design elements on a package affects visual attention (detection time) toward these element types. Design/methodology/approach ...
    • Let the music play or not: the influence of background music on consumer behavior 

      Andersson, Pernille K.; Kristensson, Per; Wästlund, Erik; Gustafsson, Anders (Journal article; Peer reviewed, 2012)
      This study concerns the effect that music has on consumer behavior in two different retail contexts during regular opening hours. Two studies were conducted in a field setting with consumers (N = 550). Consumers were ...
    • Look but Don’t Touch! The Impact of Interpersonal Haptic Blocking on Compensatory Touch and Purchase Behavior 

      Ringler, Christine; Sirianni, Nancy J.; Gustafsson, Anders; Peck, Joann (Journal article; Peer reviewed, 2019)
      This research investigates situations in which frontline employees deliberately restrict customers’ access to touch products on display (active interpersonal haptic blocking), and how this understudied form of sensory ...
    • Managing a Global Retail Brand in Different Markets: Meta-Analyses of Customer Responses to Service Encounters 

      Tarasi, Crina; Bolton, Ruth N.; Gustafsson, Anders; Witell, Lars (Journal article; Peer reviewed, 2021)
      This study investigates how retailers can leverage their brand to shape customers’ satisfaction with service encounters. It develops and tests hypotheses about how brand, store, and consumer factors moderate customer ...
    • Mapping of Journal of Services Marketing Themes: A retrospective overview using bibliometric analysis 

      Donthu, Naveen; Kumar, Satish; Ranaweera, Chatura; Pattnaik, Debidutta; Gustafsson, Anders (Journal article; Peer reviewed, 2021)
      Purpose Journal of services marketing (JSM) is a leading journal that has published cutting-edge research in services marketing over the past 34 years. The main objective of this paper is to provide a retrospective of the ...
    • Metaverse beyond the hype: Multidisciplinary perspectives on emerging challenges, opportunities, and agenda for research, practice and policy 

      Dwivedi, Yogesh K.; Hughes, Laurie; Baabdullah, Abdullah M.; Ribeiro-Navarrete, Samuel; Giannakis, Mihalis; Al-Debei, Mutaz M.; Dennehy, Denis; Metri, Bhimaraya; Buhalis, Dimitrios; Cheung, Christy M.K.; Conboy, Kieran; Doyle, Ronan; Dubey, Rameshwar; Dutot, Vincent; Felix, Reto; Goyal, D.P.; Gustafsson, Anders; Hinsch, Chris; Jebabli, Ikram; Janssen, Marijn; Kim, Young-Gab; Kim, Jooyoung; Koos, Stefan; Kreps, David; Kshetri, Nir; Kumar, Vikram; Ooi, Keng-Boon; Papagiannidis, Savvas; Pappas, Ilias; Polyviou, Ariana; Park, Sang-Min; Pandey, Neeraj; Queiroz, Maciel M.; Raman, Ramakrishnan; Rauschnabel, Philipp A.; Shirish, Anuragini; Sigala, Marianna; Spanaki, Konstantina; Wei-Han Tan, Garry; Tiwari, Manoj Kumar; Viglia, Giampaolo; Wamba, Samuel Fosso (Journal article; Peer reviewed, 2022)
      The metaverse has the potential to extend the physical world using augmented and virtual reality technologies allowing users to seamlessly interact within real and simulated environments using avatars and holograms. Virtual ...
    • Metaverse beyond the hype: Multidisciplinary perspectives on emerging challenges, opportunities, and agenda for research, practice and policy 

      Dwivedi, Yogesh K.; Hughes, Laurie; Baabdullah, Abdullah M.; Ribeiro-Navarrete, Samuel; Giannakis, Mihalis; Al-Debei, Mutaz M.; Dennehy, Denis; Metri, Bhimaraya; Buhalis, Dimitrios; Cheung, Christy M.K.; Conboy, Kieran; Doyle, Ronan; Dubey, Rameshwar; Dutot, Vincent; Felix, Reto; Goyal, D.P.; Gustafsson, Anders; Hinsch, Chris; Jebabli, Ikram; Janssen, Marijn; Kim, Young-Gab; Kim, Jooyoung; Koos, Stefan; Kreps, David; Kshetri, Nir; Kumar, Vikram; Ooi, Keng-Boon; Papagiannidis, Savvas; Pappas, Ilias; Polyviou, Ariana; Park, Sang-Min; Pandey, Neeraj; Queiroz, Maciel M.; Raman, Ramakrishnan; Rauschnabel, Philipp A.; Shirish, Anuragini; Sigala, Marianna; Spanaki, Konstantina; Wei-Han Tan, Garry; Tiwari, Manoj Kumar; Viglia, Giampaolo; Wamba, Samuel Fosso (Journal article, 2022)
      The metaverse has the potential to extend the physical world using augmented and virtual reality technologies allowing users to seamlessly interact within real and simulated environments using avatars and holograms. Virtual ...
    • Metaverse marketing: How the metaverse will shape the future of consumer research and practice 

      Dwivedi, Yogesh K.; Hughes, Laurie; Wang, Yichuan; Alalwan, Ali Abdallah; Ahn, Sun Joo (Grace); Balakrishnan, Janarthanan; Barta, Sergio; Belk, Russell; Buhalis, Dimitrios; Dutot, Vincent; Felix, Reto; Filieri, Raffaele; Flavián, Carlos; Gustafsson, Anders; Hinsch, Chris; Hollensen, Svend; Jain, Varsha; Kim, Jooyoung; Krishen, Anjala S.; Lartey, Jared Offei; Pandey, Neeraj; Ribeiro-Navarrete, Samuel; Raman, Ramakrishnan; Rauschnabel, Philipp A.; Sharma, Amalesh; Sigala, Marianna; Veloutsou, Cleopatra; Wirtz, Jochen (Journal article; Peer reviewed, 2022)
      The initial hype and fanfare from the Meta Platforms view of how the metaverse could be brought to life has evolved into an ongoing discussion of not only the metaverse's impact on users and organizations but also the ...
    • Neuroscience in service research: an overview and discussion of its possibilities 

      De Keyser, Arne; Gustafsson, Anders; Shams, Poja; van Vaerenbergh, Yves; Verhulst, Nanouk (Journal article; Peer reviewed, 2020)
      Purpose: The purpose of this paper is to discuss recent developments in neuroscientific methods and demonstrate its potential for the service field. This work is a call to action for more service researchers to adopt ...
    • Reasons for household food waste with special attention to packaging 

      Williams, Helén; Wikström, Fredrik; Otterbring, Tobias; Löfgren, Martin; Gustafsson, Anders (Journal article; Peer reviewed, 2012)
      The amount of food waste needs to be reduced in order to sustain the world’s limited resources and secure enough food to all humans. Packaging plays an important role in reducing food waste. The knowledge about how packaging ...
    • Relationship characteristics and cash flow variability: implications for satisfaction, loyalty, and customer portfolio management 

      Tarasi, Crina O.; Bolton, Ruth N.; Gustafsson, Anders; Walker, Beth A. (Journal article; Peer reviewed, 2013)
      Service firms seek customers with high revenues, profits or lifetime value. However, they frequently ignore variations in consumption that lead to cash flow variability and adversely influence service operations and financial ...