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Striking the right balance : how to design, implement, and operationalize customer experience management programs
Klaus, Philipp; Edvardsson, Bo - In: Managing consumer services : factory or theater?, (pp. 69-89). 2014
Persistent link: https://www.econbiz.de/10010478149
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Service-dominant logic and service science as lenses for service productivity
Edvardsson, Bo - In: Driving service productivity : value-creation through …, (pp. 73-91). 2014
Persistent link: https://www.econbiz.de/10011337811
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Criticality of critical incidents in customer relationships
Edvardsson, Bo; Strandvik, Tore - In: Service quality and management, (pp. 89-110). 1999
Persistent link: https://www.econbiz.de/10001407684
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Changing the rules of the game in healthcare through service design
Vink, Josina; Joly, Maíra Prestes; Wetter Edman, Katarina - In: Service design and service thinking in healthcare and …, (pp. 19-37). 2019
Persistent link: https://www.econbiz.de/10011999996
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Breaking free from NSD : design and service beyond new service development
Holmlid, Stefan; Wetter Edman, Katarina; Edvardsson, Bo - In: Designing for service : key issues and new directions, (pp. 95-104). 2017
Persistent link: https://www.econbiz.de/10011613538
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Conceptualizing resource integration to advance service innovation
Colurcio, Maria; Caridà, Angela; Edvardsson, Bo - In: Innovating in practice : perspectives and experiences, (pp. 237-259). 2017
Persistent link: https://www.econbiz.de/10011569973
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Mapping customer behaviour : a key to successful new service development and innovation
Gustafsson, Anders; Edvardsson, Bo; Sandén, Bodil - In: Innovation of strategic reflexivity, (pp. 140-163). 2015
Persistent link: https://www.econbiz.de/10010528829
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Kundenintegration in der Dienstleistungsentwicklung : Erfahrungen aus Schweden
Edvardsson, Bo; Gustafsson, Anders; Witell, Lars - In: Am Puls wirtschaftlicher Entwicklung : Dienstleistungstrends, (pp. 29-40). 2011
Persistent link: https://www.econbiz.de/10008908837
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The internationalization process in service companies
Edvardsson, Bo; Edvinsson, Leif; Nyström, Harry - In: Implementing international services : a tailorable …, (pp. 15-34). 2011
Persistent link: https://www.econbiz.de/10009356749
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Customer integration in service innovation
Edvardsson, Bo; Gustafsson, Anders; Kristensson, Per; … - In: The handbook of innovation and services : a …, (pp. 301-317). 2010
Persistent link: https://www.econbiz.de/10003953576