Browsing Publikasjoner fra CRIStin - BI by Author "Witell, Lars"

Now showing items 1-7 of 7

    • 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, ...

    • 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, ...

    • 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, ...

    • 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 ...