Narrow search
Showing 1 - 10 of 25
Cover Image
Complex service recovery processes : how to avoid triple deviation
Edvardsson, Bo; Tronvoll, Bård; Höykinpuro, Ritva - In: Managing service quality : MSQ ; an international journal 21 (2011) 4, pp. 331-349
Persistent link: https://www.econbiz.de/10009266595
Cover Image
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
Cover Image
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
Cover Image
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
Cover Image
Justice (is not the same) for all : the role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko; De Keyser, Arne; Edvardsson, Bo; … - In: Journal of business research : JBR 134 (2021), pp. 342-351
Persistent link: https://www.econbiz.de/10012643777
Cover Image
Service ecosystem design : propositions, process model, and future research agenda
Vink, Josina; Koskela-Huotari, Kaisa; Tronvoll, Bård; … - In: Journal of service research 24 (2021) 2, pp. 168-186
Persistent link: https://www.econbiz.de/10012522519
Cover Image
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
Cover Image
Negative emotions and their effect on customer complaint behaviour
Tronvoll, Bård - In: Journal of service management 22 (2011) 1, pp. 111-134
Persistent link: https://www.econbiz.de/10009010792
Cover Image
A DIP-construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry
Svari, Sander; Svensson, Göran; Slåtten, Terje; … - In: Managing service quality : MSQ ; an international journal 20 (2010) 1, pp. 26-45
Persistent link: https://www.econbiz.de/10003940603
Cover Image
Service quality grounded in customer experiences, affect and relationships
Edvardsson, Bo; Friman, Margareta; Roos, Inger - In: Service Excellence als Impulsgeber : Strategien - …, (pp. 271-285). 2007
Persistent link: https://www.econbiz.de/10003595978