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Developing a strategic abstraction tool for service innovation
Mattsson, Jan - In: Journal of strategic marketing 18 (2010) 2, pp. 133-144
Persistent link: https://www.econbiz.de/10003978351
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Strategic insights from mystery shopping in B2B relationships
Mattsson, Jan - In: Journal of strategic marketing 20 (2012) 4, pp. 313-322
Persistent link: https://www.econbiz.de/10009577756
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Service innovations breaking institutionalized rules of health care
Wallin, Arto Juhani; Fuglsang, Lars - In: Journal of service management 28 (2017) 5, pp. 972-997
Persistent link: https://www.econbiz.de/10011801847
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Merely asking the customer to recommend has an impact on word-of-mouth activity
Söderlund, Magnus; Mattsson, Jan - In: Journal of retailing and consumer services 27 (2015), pp. 80-89
Persistent link: https://www.econbiz.de/10011388078
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Common mistakes in designing and implementing service guarantees
McColl, Rod; Mattsson, Jan - In: The journal of services marketing 25 (2011) 6, pp. 451-461
Persistent link: https://www.econbiz.de/10009390043
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Memoryscape : how managers can create lasting customer experiences
McColl, Rod; Mattsson, Jan; Charters, Kathleen - In: The journal of business strategy 43 (2022) 6, pp. 397-405
Persistent link: https://www.econbiz.de/10013455684