• 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, ...
    • 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 ...
    • 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. ...