Browsing BI Open by Author "Gustafsson, Anders"
Now showing items 41-54 of 54
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Service innovation, renewal, and adoption/rejection in dynamic global contexts
Martin, Drew; Gustafsson, Anders; Choi, Sunmee (Journal article; Peer reviewed, 2016)This Journal of Business Research special section includes 7 articles selected from papers presented during the 2014 Global Marketing Conference held July 15-18, 2014. The Conference’s theme was “Bridging Asia and the ... -
Service Innovation: A New Conceptualization and Path Forward
Gustafsson, Anders; Snyder, Hannah; Witell, Lars (Journal article; Peer reviewed, 2020)Service innovations challenge existing offerings and business models, shape existing markets, and create new ones. Over the last decade, service research has shown increasing interest in the concept of innovation and should ... -
Service Research Priorities in Turbulent Times: A Multiple Stakeholder Approach
Ostrom, Amy; Field, Joy; Fotheringham, Darima; Subramony, Mahesh; Gustafsson, Anders; Lemon, Kathrine; Huang, Ming-Hui; McColl-Kennedy, Janet, R. (Journal article; Peer reviewed, 2021)Transformative changes in the societal and service context call out for the service discipline to develop a coherent set of priorities for research and practice. To this end, we utilized multiple data sources: surveys of ... -
Service Research Priorities: Designing Sustainable Service Ecosystems
Field, Joy; Fotheringham, Darima; Subramony, Mahesh; Gustafsson, Anders; Ostrom, Amy; Lemon, Kathrine; Huang, Ming-Hui; McColl-Kennedy, Janet (Journal article; Peer reviewed, 2021)This article utilizes input from service scholars, practitioners, reviews of published literature, and influential policy documents to identify service research priorities that push the boundaries of extant research. In a ... -
Should I Touch the Customer? Rethinking Interpersonal Touch Effects from the Perspective of the Touch Initiator
Luangrath, Andrea Webb; Peck, Joann; Gustafsson, Anders (Journal article; Peer reviewed, 2020)Previous research has highlighted the effects of receiving interpersonal touch on persuasion. In contrast, we examine initiating touch. Individuals instructed to touch engage in egocentric projection in which they project ... -
Small details that make big differences: a radical approach to consumption experience as a firm’s differentiating strategy
Bolton, Ruth N.; Gustafsson, Anders; McColl-Kennedy, Janet; Sirianni, Nancy J.; Tse, David K. (Journal article; Peer reviewed, 2014)Purpose – Service organizations and marketers have focused too much of their energy on their core service’s performance and too little emphasis on designing a customer journey that enhances the entire customer experience. ... -
Strategic brand management: Archetypes for managing brandsthrough paradoxes
Högström, Claes; Gustafsson, Anders; Tronvoll, Bård (Journal article; Peer reviewed, 2014)Although brands are acknowledged as significant assets in a firm‟s value creation and differentiation process, branding literature often describes opposing perspectives and contradictory demands. This article develops a ... -
The effect of customer information during new product development on profits from goods and services
Witell, Lars; Gustafsson, Anders; Johnson, Michael D. (Journal article; Peer reviewed, 2014)Purpose – This study aims to investigate how customer information obtained at different phases of a new product development (NPD) process influences profits from new offerings. Design/methodology/approach – ... -
The use of electrodermal activity (EDA) measurement to understand consumer emotions – A literature review and a call for action
Caruelle, Delphine; Gustafsson, Anders; Shams, Poja; Lervik-Olsen, Line (Journal article; Peer reviewed, 2019)Electrodermal activity (EDA) is a psychophysiological indicator of emotional arousal. EDA measurement was first employed in consumer research in 1979 but has been scarcely used since. In the past decade, the ease of access ... -
Turning customer satisfaction measurements into action
Lervik-Olsen, Line; Witell, Lars; Gustafsson, Anders (Journal article; Peer reviewed, 2014)Purpose – The purpose of this paper is to contribute to the literature on customer orientation by developing and empirically testing a model that attempts to explain the elements that constitute customer orientation and ... -
VIEWPOINT: GETTING YOUR QUALITATIVE SERVICE RESEARCH
Holmlund, Maria; Witell, Lars; Gustafsson, Anders (Journal article; Peer reviewed, 2020)A manuscript that uses the right quotes to illustrate an interesting phenomenon allows the reader to get close and personal with the informants and events that inspired the researcher(s). This intimacy means that the reader ... -
Vision (im)possible? The effects of in-store signage on customers’ visual attention
Otterbring, Tobias; Wästlund, Erik; Gustafsson, Anders; Shams, Poja (Journal article; Peer reviewed, 2014)We used two eye-tracking field experiments to investigate the extent to which in-store signage is used during navigation and decision making, and how the viewing of signage influences customers’ visual attention and choice ... -
What Can We Learn from #StopHateForProfit Boycott Regarding Corporate Social Irresponsibility and Corporate Social Responsibility?
He, Hongwei; Kim, Sumin; Gustafsson, Anders (Journal article; Peer reviewed, 2021)In July 2020 more than 1,100 companies paused their paid advertising on Facebook to demand clear and unequivocal actions to stop its platform from being used to spread and amplify racism and hate. This Business-to-Business ... -
Å skape verdier sammen med kundene: hva er viktig?
Andreassen, Tor W.; Gustafsson, Anders; Gebauer, Heiko (Journal article; Peer reviewed, 2015)Det er en ny trend blant ledere og markedsførere å involvere kundene i tjenesteproduksjonen og leveransen. Fenomenet kalles blant annet «co-production » og «co-creation». I denne artikkelen kaller vi det for kundedelaktighet. ...