Browsing BI Open by Author "Witell, Lars"

Now showing items 1-18 of 18

    • 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 ...

    • Business model–dynamic capabilities and open innovation initiatives in research-intensive organisations: A case of Australia's national science agency 

      Kriz, Alexandra; Tresidder, Julia; Dowd, Anne-Maree; Weerawardena, Jay; Witell, Lars; Snyder, Hannah; de Pallant, Rohan (Peer reviewed; Journal article, 2022)
      Publicly funded national science agencies create valueas innovation catalysts and through their scientific andresearch missions, they tackle wicked problems. Under-standing how dynamic capabilities and business modelinnovation ...

    • 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 ...

    • 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 ...

    • DESIGNING SATISFYING SERVICE ENCOUNTERS: WEBSITE VERSUS STORE TOUCHPOINTS 

      Bolton, Ruth; Gustafsson, Anders; Tarasi, Crina; Witell, Lars (Journal article; Peer reviewed, 2021)
      This study investigated how touchpoints moderate the antecedents of customer satisfaction with service encounters by comparing online and in-store encounters. Construal level theory was used within the Touchpoint, Context, ...

    • Dynamics of wellbeing co-creation: a psychological ownership perspective 

      Chen, Tom; Dodds, Sarah; Finsterwalder, Jörg; Witell, Lars; Cheung, Lilliemay; Falter, Mareike; Garry, Tony; Snyder, Hannah; McColl-Kennedy, Janet (Journal article; Peer reviewed, 2020)
      People are responsible for their wellbeing, yet whether they take ownership of their own or even others' wellbeing might vary from actor to actor. Such psychological ownership (PO) influences the dynamics of how wellbeing ...

    • 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, ...

    • 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 ...

    • 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. ...

    • Managing a Global Retail Brand in Different Markets: Meta-Analyses of Customer Responses to Service Encounters 

      Tarasi, Crina; Bolton, Ruth N.; Gustafsson, Anders; Witell, Lars (Journal article; Peer reviewed, 2021)
      This study investigates how retailers can leverage their brand to shape customers’ satisfaction with service encounters. It develops and tests hypotheses about how brand, store, and consumer factors moderate customer ...

    • Service Innovation: A New Conceptualization and Path Forward 

      Gustafsson, Anders; Snyder, Hannah; Witell, Lars (Journal article; Peer reviewed, 2020)
      Service innovations challenge existing offerings and business models, shape existing markets, and create new ones. Over the last decade, service research has shown increasing interest in the concept of innovation and should ...

    • 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 ...

    • VIEWPOINT: GETTING YOUR QUALITATIVE SERVICE RESEARCH 

      Holmlund, Maria; Witell, Lars; Gustafsson, Anders (Journal article; Peer reviewed, 2020)
      A manuscript that uses the right quotes to illustrate an interesting phenomenon allows the reader to get close and personal with the informants and events that inspired the researcher(s). This intimacy means that the reader ...