• 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 ...
    • 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 ...
    • 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. ...
    • 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 influence of place on health-care customer creativity 

      Snyder, Hannah; Witell, Lars; Elg, Mattias; McColl-Kennedy, Janet, R. (Journal article; Peer reviewed, 2019)
      Purpose When using a service, customers often develop their own solutions by integrating resources to solve problems and co-create value. Drawing on innovation and creativity literature, this paper aims to investigate the ...
    • 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 ...