Blar i BI Open på forfatter "Fombelle, Paul"
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Customer Deviance: A Framework, Prevention Strategies, and Opportunities for Future Research
Fombelle, Paul; Voorhees, Clay; Jenkins, Mason; Sidaoui, Karim; Benoit, Sabine; Gruber, Thorsten; Gustafsson, Anders; Abosag, Ibrahim (Journal article; Peer reviewed, 2020)The phrase the “customer is always right” assumes that customers provide universal benefits for firms. However, in recent years, customer deviance is on the rise and the academic literature has provided little insight into ... -
Defining service innovation: a review and synthesis
Witell, Lars; Snyder, Hannah; Gustafsson, Anders; Fombelle, Paul; Kristensson, Per (Journal article; Peer reviewed, 2016)Research on service innovation appears in several research disciplines, with important contributions in marketing, management, and operations research. Although the concept is widely used, few research papers have explicitly ... -
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. ...