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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

Cocreative customer practices : effects of health care customer value cocreation practices on well-being

McColl-Kennedy, Janet R.; Hogan, Suellen J.; Witell, Lars; … - In: Journal of business research : JBR 70 (2017), pp. 55-66

Persistent link: https://www.econbiz.de/10011620250

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

How customer experience management reconciles strategy differences between East and West

Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of global scholars of marketing science : … 31 (2021) 3, pp. 273-295

Persistent link: https://www.econbiz.de/10012549083

Characterizing customer experience management in business markets

Witell, Lars; Kowalkowski, Christian; Perks, Helen; … - In: Journal of business research : JBR 116 (2020), pp. 420-430

Persistent link: https://www.econbiz.de/10012257638

You can't buy what you can't see : retailer practices to increase the green premium

Guyader, Hugo; Ottoson, Mikael; Witell, Lars - In: Journal of retailing and consumer services 34 (2017), pp. 319-325

Persistent link: https://www.econbiz.de/10011629371

Managing a global retail brand in different markets : meta-analyses of customer responses to service encounters

Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of retailing 98 (2022) 2, pp. 294-314

Persistent link: https://www.econbiz.de/10013364286

Customer satisfaction in the first and second moments of truth

Löfgren, Martin; Witell, Lars; Gustafsson, Anders - In: Journal of Product & Brand Management 17 (2008) 7, pp. 463-474

Purpose – Almost everything consumers buy in a store has a package. At point of purchase, the first moment of truth, the package functions as a silent salesman. Once the purchase is made, the product is consumed in the second moment of truth. The purpose of this paper is to create a better...

Persistent link: https://www.econbiz.de/10014896056