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Two Decades of Using Kano's Theory of Attractive Quality: A Literature Review - This study provides guidance to researchers and practitioners on employing the Kano methodology for...
Löfgren, Martin; Witell, Lars - In: Quality management journal : QMJ 15 (2008) 1, pp. 59-75
Persistent link: https://www.econbiz.de/10007901187
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Classification of quality attributes
Witell, Lars; L÷fgren, Martin - In: Managing service quality : MSQ ; an international journal 17 (2007) 1, pp. 54-73
Persistent link: https://www.econbiz.de/10007598883
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Service innovation and customer co-development
Edvardsson, Bo; Gustafsson, Anders; Kristensson, Per; … - 2010
Persistent link: https://www.econbiz.de/10003968932
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Characterizing customer experience management in business markets
Witell, Lars; Kowalkowski, Christian; Perks, Helen; … - In: Journal of business research : JBR 116 (2020), pp. 420-430
Persistent link: https://www.econbiz.de/10012257638
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How to convert digital offerings into revenue enhancement : conceptualizing business model dynamics through explorative case studies
Gebauer, Heiko; Arzt, Alexander; Kohtamäki, Marko; … - In: Industrial marketing management : the international … 91 (2020), pp. 429-441
Persistent link: https://www.econbiz.de/10012422297
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How customer experience management reconciles strategy differences between East and West
Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of global scholars of marketing science : … 31 (2021) 3, pp. 273-295
Persistent link: https://www.econbiz.de/10012549083
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The roles of quality departments and their influence on business results
Gremyr, Ida; Elg, Mattias; Hellström, Andreas; Martin, … - In: Total quality management & business excellence 32 (2021) 8, pp. 886-897
Persistent link: https://www.econbiz.de/10012513933
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Designing satisfying service encounters : website versus store touchpoints
Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of the Academy of Marketing Science 50 (2022) 1, pp. 85-107
Persistent link: https://www.econbiz.de/10012819742
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The role of customers in the development of public organizations
Engström, Jon; Elg, Mattias; Poksinska, Bozena; … - In: Sustainable development in organizations : studies on …, (pp. 93-108). 2015
Persistent link: https://www.econbiz.de/10011735633
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Driver configurations for successful service infusion
Forkmann, Sebastian; Henneberg, Stephan; Witell, Lars; … - In: Journal of service research : JSR 20 (2017) 3, pp. 275-291
Persistent link: https://www.econbiz.de/10011736763