• 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, ...
    • Consumer Lying Behavior in Service Encounters 

      Snyder, Hannah; Witell, Lars; Gustafsson, Anders; McColl-Kennedy, Janet, R. (Journal article; Peer reviewed, 2021)
      Whether they know it or not, firms interact with lying consumers on a daily basis. However, surprisingly little is known about consumer lying behavior and its role in service encounters. Based on two empirical studies of ...
    • Consumer response to online behavioral advertising in a social media context: The role of perceived ad complicity 

      Ghanbarpour, Tohid; Sahabeh, Easa; Gustafsson, Anders (Peer reviewed; Journal article, 2022)
      Brands and social media platforms are two main players in online behavioraladvertising (OBA), but the extant literature overlooks the interaction between them.Although advertising brands invest considerable resources to ...
    • Creating brand engagement through in-store gamified customer experiences 

      Högberg, Johan; Ramberg, Marcus Olsson; Gustafsson, Anders; Wästlund, Erik (Journal article; Peer reviewed, 2019)
      The purpose of this study is to understand how gamification contributes to customers’ value creation in a retail context and how this value creation relates to brand engagement. The study builds on a field experiment using ...
    • 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, ...
    • Editorial: a new dawn for qualitative service research 

      Witell, Lars; Holmlund, Maria; Gustafsson, Anders (Journal article; Peer reviewed, 2020)
      Abstract Purpose The purpose of this study is to highlight the role of qualitative research in service research. This study discusses what qualitative research is, what role it has in service research and what interest, ...
    • Effects of COVID-19 on Business and Research 

      Donthu, Naveen; Gustafsson, Anders (Journal article; Peer reviewed, 2020)
      The COVID-19 outbreak is a sharp reminder that pandemics, like other rarely occurring catastrophes, have happened in the past and will continue to happen in the future. Even if we cannot prevent dangerous viruses from ...
    • 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 ...
    • 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 ...