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Service business development in small and medium capital goods manufacturing companies

Gebauer, Heiko; Paiola, Marco; Edvardsson, Bo - In: Managing service quality : MSQ ; an international journal 20 (2010) 2, pp. 123-139

Persistent link: https://www.econbiz.de/10003964459

The service excellence and innovation model : lessons from IKEA and other service frontiers

Edvardsson, Bo; Enquist, Bo - In: Total quality management & business excellence : an … 22 (2011) 5, pp. 535-551

Persistent link: https://www.econbiz.de/10009243166

Managing the innovation co-creation challenge : lessons from service exemplars Disney and IKEA

Ford, Robert C.; Edvardsson, Bo; Dickson, Duncan; … - In: Organizational dynamics : a quarterly review of … 41 (2012) 4, pp. 281-290

Persistent link: https://www.econbiz.de/10009667014

Show you care : initiating co-creation in service recovery

Xu, Yingzi; Marshall, Roger; Edvardsson, Bo; Tronvoll, Bård - In: Journal of service management 25 (2014) 3, pp. 369-387

Persistent link: https://www.econbiz.de/10010384971

Customer experience from a self-service system perspective

Åkesson, Maria; Edvardsson, Bo; Tronvoll, Bård - In: Journal of service management 25 (2014) 5, pp. 677-698

Persistent link: https://www.econbiz.de/10010426047

Recovering service failure through resource integration

Xu, Yingzi; Tronvoll, Bård; Edvardsson, Bo - In: The service industries journal 34 (2014) 16, pp. 1253-1271

Persistent link: https://www.econbiz.de/10010492121

Values-based service for sustainable business : lessons from IKEA

Edvardsson, Bo - 2009

chapter 1 Setting the stage -- chapter 2 Sustainable business embedded in history and heritage -- chapter 3 Values-based service -- chapter 4 Values-based service experience -- chapter 5 Values-based service brands and marketing communication -- chapter 6 Values-based service leadership --...

Persistent link: https://www.econbiz.de/10014499781

Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters

Arsenovic, Jasenko; Edvardsson, Bo; Otterbring, Tobias; … - In: Marketing letters : a journal of research in marketing 34 (2023) 1, pp. 69-82

Persistent link: https://www.econbiz.de/10014265992

Values-based service for sustainable business : lessons from IKEA

Edvardsson, Bo - 2009 - 1. publ.

Persistent link: https://www.econbiz.de/10013444051