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Having a strategy for new service development : does it really matter?

Edvardsson, Bo; Meiren, Thomas; Schäfer, Adrienne; … - In: Journal of service management 24 (2013) 1, pp. 25-44

Persistent link: https://www.econbiz.de/10009728604

Customer inconvenience and price compensation : a multiperiod approach to labor-automation trade-offs in services

Andreassen, Tor W.; Oest, Rutger van; Lervik-Olsen, Line - In: Journal of service research : JSR 21 (2018) 2, pp. 173-183

Persistent link: https://www.econbiz.de/10011855787

How do you feel today? : managing patient emotions during health care experiences to enhance well-being

McColl-Kennedy, Janet R.; Danaher, Tracey S.; Gallan, … - In: Journal of business research : JBR 79 (2017), pp. 247-259

Persistent link: https://www.econbiz.de/10011745308

Emotional arousal in customer experience : a dynamic view

Caruelle, Delphine; Shams, Poja; Gustafsson, Anders; … - In: Journal of business research : JBR 170 (2024), pp. 1-12

Persistent link: https://www.econbiz.de/10014535197

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

Transformative service research : an agenda for the future

Anderson, Laurel; Ostrom, Amy L.; Corus, Canan; Fisk, … - In: Journal of business research : JBR 66 (2013) 8, pp. 1203-1210

Persistent link: https://www.econbiz.de/10009756087

Consumers on the job : contextualization crafting in expert services

Azzari, Courtney Nations; Anderson, Laurel; Mende, Martin; … - In: Journal of service research 24 (2021) 4, pp. 520-541

Persistent link: https://www.econbiz.de/10012662583

Transformative Service Research : An Agenda for the Future

Anderson, Laurel; Ostrom, Amy; Corus, Canan; Fisk, Raymond - 2019

This article conceptualizes and presents a research agenda for the emerging area of transformative service research, which lies at the intersection of service research and transformative consumer research and focuses on well-being outcomes related to service and services. A conceptual framework...

Persistent link: https://www.econbiz.de/10014035878

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

The effect of gaze on consumers' encounter evaluation

Andersson, Pernille; Wästlund, Erik; Kristensson, Per - In: International journal of retail & distribution management 44 (2016) 4, pp. 372-396

Persistent link: https://www.econbiz.de/10011515570