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Conducting service research that matters
Gustafsson, Anders; Aksoy, Lerzan; Brady, Michael K.; … - In: The journal of services marketing 29 (2015) 6/7, pp. 425-429
Persistent link: https://www.econbiz.de/10011418248
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Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.; Fombelle, Paul W.; Gregoire, Yany; … - In: Journal of business research : JBR 79 (2017), pp. 269-280
Persistent link: https://www.econbiz.de/10011745316
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Service research priorities : managing and delivering service in turbulent times
Ostrom, Amy L.; Field, Joy M.; Fotheringham, Darima; … - In: Journal of service research 24 (2021) 3, pp. 329-353
Persistent link: https://www.econbiz.de/10012592938
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The effect of frontline employees' personal self-disclosure on consumers' encounter experience
Andersson, Pernille K.; Gustafsson, Anders; Kristensson, Per - In: Journal of retailing and consumer services 30 (2016), pp. 40-49
Persistent link: https://www.econbiz.de/10011473141
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Customer satisfaction with service recovery
Gustafsson, Anders - In: Journal of business research : JBR 62 (2009) 11, pp. 1220-1222
Persistent link: https://www.econbiz.de/10003897473
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How to create attractive and unique customer experiences : an application of Kano's theory of attractive quality to recreational tourism
Högström, Claes; Rosner, Marina; Gustafsson, Anders - In: Marketing intelligence & planning 28 (2010) 4, pp. 385-402
Persistent link: https://www.econbiz.de/10008652227
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Turning customer satisfaction measurements into action
Olsen, Line Lervik; Witell, Lars; Gustafsson, Anders - In: Journal of service management 25 (2014) 4, pp. 556-571
Persistent link: https://www.econbiz.de/10010405193
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Designing satisfying service encounters : website versus store touchpoints
Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of the Academy of Marketing Science 50 (2022) 1, pp. 85-107
Persistent link: https://www.econbiz.de/10012819742
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The clock is tickin-Or is it? : customer satisfaction response to waiting shorter vs. longer than expected during a service encounter
Caruelle, Delphine; Lervik-Olsen, Line; Gustafsson, Anders - In: Journal of retailing 99 (2023) 2, pp. 247-264
Persistent link: https://www.econbiz.de/10014321982
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Consumer lying behavior in service encounters
Snyder, Hannah; Witell, Lars; Gustafsson, Anders; … - In: Journal of business research : JBR 141 (2022), pp. 755-769
Persistent link: https://www.econbiz.de/10013168018