• A contingency theory of entrepreneurial debt governance 

      O'Brien, Jonathan; Sasson, Amir (Journal article; Peer reviewed, 2017)
      Access to debt can be crucial for entrepreneurs who need capital. Embedding economic ties within a social relationship with the debt provider can ensure capital availability and attenuate opportunism. However, such a ...
    • Advocacy bias in the green marketing literature: Where seldom is heard a discouraging word 

      Olson, Erik Lee (Peer reviewed; Journal article, 2022)
      Advocacy bias is characterized by a preponderance of published articles that support an academic discipline’s favored causes and paradigms, and by the consequent relative absence of bias countering skeptical/falsifying ...
    • Augmented self - The effects of virtual face augmentation on consumers' self-concept 

      Javornik, Ana; Marder, Ben; Pizzetti, Marta; Warlop, Luk (Peer reviewed; Journal article, 2021)
      Augmented reality mirrors are popular marketing tools that allow virtual try-on of products, such as makeup. We study how such sensory experiences affect consumer perception of the self, specifically the gap between actual ...
    • 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 ...
    • 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 segmentation within the sharing economy: The case of Airbnb 

      Lutz, Christoph; Newlands, Gemma Elisabeth Marjorie (Journal article; Peer reviewed, 2018)
      The sharing economy is a global phenomenon with rapid growth potential. While research has begun to explore segmentation between users and non-users, only limited research has looked at consumer segmentation within sharing ...
    • 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 ...
    • A customer-centric five actor model for sustainability and service innovation 

      van Riel, Allard C. R.; Andreassen, Tor W.; Lervik-Olsen, Line; Zhang, Lu; Mithas, Sunil; Heinonen, Kristina (Peer reviewed; Journal article, 2021)
      Service industries are increasingly unsustainable. Considering consumers as change agents, we show how service innovation may contribute to a service ecosystem that helps achieve emerging sustainability goals. To achieve ...
    • 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 ...
    • Digital services and competitive advantage: Strengthening the links between RBV, KBV, and innovation 

      Cuthbertson, Richard; Furseth, Peder Inge (Peer reviewed; Journal article, 2022)
      Research into the Resource-Based View (RBV) and Knowledge-Based View (KBV) of firms has evolved over the last 30 years from being focused on the control of physical resources, through knowledge-based digital resources, to ...
    • The Drucker intangibles measurement system: An academic perspective 

      Crosby, Lawrence; Ghanbarpour, Tohid (Peer reviewed; Journal article, 2022)
      There is widespread agreement in the literature that intangible assets, particularly those of a relational nature, are key determinants of firm performance. Scholars also acknowledge that stakeholder relationships and ...
    • 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 ...
    • EMOTIONAL AROUSAL IN CUSTOMER EXPERIENCE: A DYNAMIC VIEW 

      Caruelle, Delphine Sylvie Sophie; Shams, Poja; Gustafsson, Anders; Lervik-Olsen, Line (Journal article; Peer reviewed, 2023)
      Customer emotion in services has been extensively studied, but prior research has overlooked the dynamics of emotion over time. Our research addresses this gap by studying how emotional arousal varies throughout a service ...
    • Entrepreneurial identity and response strategies in the informal economy 

      Teyi, Shelter Selorm; Larsen, Marcus Møller; Namatovu, Rebecca (Journal article; Peer reviewed, 2023)
      While entrepreneurs generally confront many challenges in running their businesses, those in the informal economy must do so in a state of constant environmental change outside the boundaries and support of formal institutions. ...
    • Facilitating integration and maintaining autonomy: The role of managerial action and interaction in post-acquisition capability transfer 

      Colman, Helene Loe (Journal article; Peer reviewed, 2019)
      Through acquisitions, firms can access resources and capabilities they cannot develop on their own. Post-acquisition, a key managerial challenge is balancing the need for integration, to transfer capabilities, with the ...
    • Facilitating integration and maintaining autonomy: The role of managerial action and interaction in post-acquisition capability transfer 

      Colman, Helene Loe (Journal article; Peer reviewed, 2020)
      Through acquisitions, firms can access resources and capabilities they cannot develop on their own. Post-acquisition, a key managerial challenge is balancing the need for integration, to transfer capabilities, with 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 do corporate social responsibility (CSR) and innovativeness increase financial gains? A customer perspective analysis 

      Ghanbarpour, Tohid; Gustafsson, Anders (Journal article; Peer reviewed, 2021)
      Previous research on corporate social responsibility (CSR) and firm innovativeness and their impact on financial performance has focused on firms’ actions (i.e., what firms do). However, how customers perceive these firm ...
    • 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. ...