• An Extended Method to Measure Overall Consumer Satisfactionwith Packaging 

      Pousette, Sandra; Löfgren, Martin; Nilsson, Birgitta; Gustafsson, Anders (Journal article; Peer reviewed, 2014)
      There are several reasons why people find it troublesome to use and handle consumer packages. A test method for evaluating the ease of opening of such packages was presented in the “Technical Specification” (TS) [1]. The ...
    • Any way goes: identifying value constellations for service infusion in SMEs 

      Kowalkowski, Christian; Witell, Lars; Gustafsson, Anders (Journal article; Peer reviewed, 2013)
      Manufacturing firms have always delivered services, by supplying spare parts, installing equipment, training employees, or performing maintenance. In competitive markets though, firms seek new ways to differentiate their ...
    • Bør vi involvere kundene? 

      Lervik-Olsen, Line; Gustafsson, Anders; Silseth, Pål R.; Lorentzen, Bengt G. (Journal article; Peer reviewed, 2015)
      Stadig flere av oss leter etter lettvinte og effektive løsninger i hverdagen. Vi ønsker å redusere den tiden vi bruker på trivielle oppgaver, og heller konsentrere oss om de tingene vi interesserer oss for. Bekvemmelighet ...
    • Competitive advantage through service differentiation by manufacturing companies 

      Gebauer, Heiko; Gustafsson, Anders; Witell, Lars (Journal article; Peer reviewed, 2011)
      This paper examines the relationship among the complexity of customer needs, customer centricity, innovativeness, service differentiation, and business performance within the context of companies that have made a service ...
    • Conducting Service Research that Matters 

      Gustafsson, Anders; Aksoy, Lerzan; Brady, Michael; McColl-Kennedy, Janet; Sirianni, Nancy; Witell, Lars; Wünderlich, Nancy V. (Journal article; Peer reviewed, 2015)
      Purpose –The purpose of this essay is to encourage the reader to think differently about service related issues, and to strive to conduct service research that makes a transformational impact on individuals, organizations, ...
    • Customer co-creation in service innovation: a matter of communication? 

      Gustafsson, Anders; Kristensson, Per; Witell, Lars (Journal article; Peer reviewed, 2012)
      Purpose – Customer co-creation is becoming increasingly popular among companies, and intensive communication with customers is generally seen as a determinant of the success of a new service or product. This study analyzes ...
    • 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 ...
    • Does Service Employees’ Appearance Affect the Healthiness of Food Choice? 

      Huneke, Tabea; Benoit, Sabine; Shams, Poja; Gustafsson, Anders (Journal article; Peer reviewed, 2015)
      Derived from previous research on social influence on food consumption and social comparison theory, this article examines the effect of service employees’ appearance on consumers’ food choice using an experimental study, ...
    • Does service employees’ appearance affect the healthiness of food choice? 

      Huneke, Tabea; Benoit, Sabine; Shams, Poja; Gustafsson, Anders (Journal article; Peer reviewed, 2015)
      Derived from previous research on social influence on food consumption and social comparison theory, this article examines the effect of service employees’ appearance on consumers’ food choice using an experimental study, ...
    • Eye-tracking customers’ visual attention in the wild: Dynamic gaze behavior moderates the effect of store familiarity on navigational fluency 

      Otterbring, Tobias; Wästlund, Erik; Gustafsson, Anders (Journal article; Peer reviewed, 2016)
      A retail store is a multi-sensory environment filled with messages to tempt customers into making unplanned purchases. The purpose of this field study was to examine the interplay between three factors claimed to precede ...
    • 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 ...
    • 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 ...
    • 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. ...
    • 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 ...
    • 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 ...