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Customer experience : are we measuring the right things?
Maklan, Stan; Klaus, Philipp - In: International journal of market research : JMRS ; the … 53 (2011) 6, pp. 771-792
Persistent link: https://www.econbiz.de/10010217547
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The role of customer experience in the perceived value-word-of-mouth relationship
Kuppelwieser, Volker; Klaus, Philipp; Manthiou, Aikaterini - In: The journal of services marketing 36 (2022) 3, pp. 364-378
Persistent link: https://www.econbiz.de/10013407509
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A customer-dominant logic of service
Heinonen, Kristina; Strandvik, Tore; Mickelsson, Karl-Jacob - In: Journal of service management 21 (2010) 4, pp. 531-548
Persistent link: https://www.econbiz.de/10008656284
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Value proposition test-driving for service innovation : how frontline employees innovate value propositions
Åkesson, Maria; Skålén, Per; Edvardsson, Bo; … - In: Journal of service theory and practice : JSTP 26 (2016) 3, pp. 338-362
Persistent link: https://www.econbiz.de/10011528303
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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
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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
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Institutional logics matter when coordinating resource integration
Edvardsson, Bo; Kleinaltenkamp, Michael; Tronvoll, Bård; … - In: Marketing theory 14 (2014) 3, pp. 291-309
Persistent link: https://www.econbiz.de/10010461912
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Conceptualizing resource integration as an embedded process : matching, resourcing and valuing
Caridà, Angela; Edvardsson, Bo; Colurcio, Maria - In: Marketing theory 19 (2019) 1, pp. 65-84
Persistent link: https://www.econbiz.de/10012001473