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  • 251.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Nyström, Harry
    Research and Development Strategies for Swedish Companies in the Farm Machinery Industry1980In: Research, Development and Technological Innovation / [ed] Devendra Sahal, Berlin: Lexington Book , 1980Chapter in book (Other academic)
  • 252.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Nyström, Harry
    Small-scale Manufacturers of Farm Machinery Manage Change Better1978In: Lantbruksnytt No 16Article in journal (Other academic)
  • 253.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Nyström, Harry
    The Food Industry as Product Developer1980Other (Other (popular science, discussion, etc.))
  • 254.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Nyström, Harry
    The Role of Consumer interest in Product Development1980Other (Other (popular science, discussion, etc.))
  • 255.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Nyström, Harry
    Edvinsson, Leif
    Internationalization in Service Companies1993In: The Service Industries Journal, vol 13, no 1Article in journal (Refereed)
  • 256.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Nyström, Harry
    Edvinsson, Leif
    Internationalization in Service Companies1992Book (Refereed)
  • 257.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Olsson, J.
    Key Concepts for New Service1996In: The Service Industries journal, ISSN 0264-2069, Vol. 16, no 2Article in journal (Refereed)
  • 258.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Olsson, J.
    Key Concepts for New Service Development1994In: The Service Industries JournalArticle in journal (Refereed)
  • 259.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Paiola, M
    Gebauer, H
    Service business development in small and medium capital goods manufacturing companies2010In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 20, no 2, p. 123-139Article in journal (Refereed)
  • 260.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Paiola, M
    Gebauer, H
    Service Infusion in manufacturing: the case of small and medium-sized enterprises,2009Conference paper (Refereed)
  • 261.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Rindell, Anne
    Strandvik, Tore
    Mapping the "Roots" of the Consumer's Image-in-use of Companies2010In: Journal of Product & Brand Management, ISSN 1061-0421, Vol. 19, no 6, p. 423-431Article in journal (Refereed)
  • 262.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Roos, Inger
    Bytesprocesser och klagomålsbeteende - en studie av kundrelationer i ett telekommunikationsföretag2001In: Palvelut ja asiakassuhteet markkinoinnin polttopisteessä / [ed] R Järvinen, C Grönroos, Helsingfors: Kauppakaari , 2001Chapter in book (Refereed)
  • 263.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Roos, Inger
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Comparing Customers and providers perspectives on customer relationships Implications for the value perception2009Conference paper (Refereed)
  • 264.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Roos, Inger
    Swedish School of Economics and Business Administration.
    Critical Incident Techniques - Towards a framework for analysing the criticality of critical incidents2001In: International Journal of Service Industry Management. Vol 12, No 3-4, Vol. 12, no 3, p. 251-268Article in journal (Refereed)
  • 265.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Roos, Inger
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Customer Complaints and Switching Behavior: A Study of relationship dynamics in a telecommunication company2000Conference paper (Refereed)
  • 266.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Roos, Inger
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Customer Complaints and Switching Behavior- A study of relationship dynamics in a telecommunication company2003In: Journal of Relationship Marketing, accepted for issue 2 or 3 in 2003Article in journal (Refereed)
  • 267.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Roos, Inger
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Understanding the Trigger Effect on Customers' Maturity Processes in Telecommunications2002In: QUIS 8: Quality in Services: Crossing Boundaries / [ed] Tax, S; Stuart, I; Brown, S W; Edvardsson, B; Johnston, R; Scheuing, EE,, Victoria, B.C., Canada: University of Victoria , 2002, p. 256-265Chapter in book (Refereed)
    Abstract [en]

    Telecommunication represents the characteristic of a fierce-competitive, dynamic and rapid-growing industry. Through merger mania in a turbulent market telecommunication companies try to improve their control over as many customers as possible (Sumner-Smith and Sumner 1999; Borna 2000; Cobbett and Matthews 2000). These companies are trying to achieve the ultimate attribute of relationship marketing, i.e. long-term relationships with their customers (Grönroos 1989; 2000; Berry 1995; Colgate and Stewart 1998), the application in this industry, however, with disloyal, frequently switching customers seems challenging. Even more difficult is the situation for the companies in the wireless part of the industry with no barriers what so ever to prevent customers from switching. One of the major challenges for the telecom companies is to identify the specific factors appealing to customers willingness to switch between different operators. A longitudinal approach to analysing customers switching processes puts forward and distinguishes the most decisive factors in terms of disloyal behavior. The emerging pattern from that mapping indicates the focus of customer perceptions. That focus is in this study defined as maturity agents. The maturity agents again form the maturing market of a specific market, here telecommunications. Maturing market is hence viewed from the customers perspective in line with the relationship logic. The indicators of the maturing market are per definition instable over time and need therefore to be supported and updated by repeated mapping of customers switching behavior.This paper is based on two empirical studies recently carried out in a large Swedish telecommunication company. The first study was a combined complaint and switching behaviour study (Edvardsson and Roos 2001). Findings of the first study are in this paper compared to findings of the second study consisting of process mapping of the customers switching behavior in the same company. Based on this comparison, factors and combinations of factors were found to work as maturity agents in the customers processes. The purpose of the study is to build a model with the capability to establish and generalise maturity agents and their influence on switching intention. Empirical results of the quantitative study are presented.In sum, a maturity-agent model is presented and quantitatively measured results presented. The maturity-agent model is grounded in the two empirical studies made in the telecommunication company, here labelled The Company, the maturity agents are defined as the factors, which embed the potential to communicate the change of customer perceptions, including both The Company and the context. The maturity agents are likely to change over time accordingly. The identification of these maturity agents may facilitate and support the sharpness of marketing activities carried out in order to build and maintain long-term customer relationships. References:Berry, Leonard (1995), Relationship Marketing of Services - Growing Interest, Emerging Perspectives, Journal of the Academy of Marketing Science, Vol.23, No. 4 (Fall), 236-245.Edvardsson, Bo and Inger Roos (2000): Customer Complaints and Switching Behavior A Study of relationship dynamics in a telecommunication company. Journal of Relationship Marketing, forthcoming 2001.Borna, Claude, 2000. Combating Customer Churn. Telecommunications, Americas Ed. Vol. 34, No. 3, 83-85.Grönroos, Christian (1989a): Defining Marketing: A Market-Oriented Approach. European Journal of Marketing, Vol. 23. No. 1, pp. 52-50.Grönroos, Christian (2000): Grönroos, Christian (2000), Relationship Marketing: The Nordic School Perspective. Jagdish N. Sheth and Atul Parvatiyar, eds, Handbook of Relationship Marketing, London, Sage Publications, 95-118.Sumner-Smith, David and Ian Sumner, 1999. The free-access revolution. Marketing, Vol. 4, March, 29-30.Cobbett, Ray and Mike Matthews, 2000. Its your call. Supply Management, Vol.5, No. 14, 34-35.

  • 268.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Scheuing, E E
    Service Integrity1994In: Managing Service QualityArticle in journal (Refereed)
  • 269.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Setterlind, S.
    Larsson, G.
    Internal Service Quality and the Psychosocial Work Environment: An Empirical Analysis of Conceptual Interrelatedness1994Report (Refereed)
  • 270.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Skarman, G
    Quality in Professional Services - An Empirical Study of Company Healt-care1994Conference paper (Refereed)
  • 271.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Strandvik, T
    Criticality of Critical Incidents in Customer Relationships1999In: Service Quality and Management, Springer, 1999, p. 89-110Chapter in book (Refereed)
  • 272.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Strandvik, T
    Describing and Understanding Directive Incidents in Customer relationships2002Conference paper (Refereed)
  • 273.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Strandvik, T
    Describing and Understanding Directive Incidents in Customer relationships2002Conference paper (Refereed)
  • 274.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Strandvik, T.
    Directive Incidents in Customer Relationships2002In: Quality in Services: Crossing Boundaries / [ed] Tax, S.S., Stuart, I., Brown, S W, Johnston, R, Scheuing, E E and Edvardsson, B., Victoria Canada: University of Victoria, College of Business, Canada , 2002Chapter in book (Other academic)
  • 275.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Strandvik, T.
    Is a Critical Incident Critical for a Customer Relationship?2000In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 19, no 2, p. 82-91Article in journal (Refereed)
  • 276.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Strandvik, T
    Holmlund, M
    Customer Needings - A Mental Model of What the Buyer Buys2009Conference paper (Refereed)
  • 277.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Strandvik, T
    Holmlund, M
    Customer Needings - A Mental Model of What the Buyer Buys2009Conference paper (Refereed)
  • 278.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Strandvik, T
    Holmlund, M
    Customer Needing Dynamics in Business Markets2009Conference paper (Refereed)
  • 279.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Strandvik, T
    Holmlund, M
    Customer Needing-A Contrast to the Seller-Based Offering, CBIM (Center for Business and Industrial Marketing)2009Conference paper (Refereed)
  • 280.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Strandvik, Tore
    Brown, Stephen W
    Johnston, Robert
    Scheuing, Eberhard E
    Tax, Steve
    Directive Incidents in Customer Relationships, In Quality in Service: Crossing Boundaries2002Other (Other (popular science, discussion, etc.))
  • 281.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Svaeri, S
    Svensson, G
    Slåtten, T
    A DIP-Construct of Perceived Justice in Negative Service Encounters and Complaint Handling in the Norwegian Tourism Industry2010In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 20, no 1, p. 26-45Article in journal (Refereed)
  • 282.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Thomasson, B.
    Service and Quality - An introduction1989Report (Refereed)
  • 283.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Thomasson, Bertil
    Kvalitetsledning i privata och offentliga tjänsteföretag1989Book (Refereed)
  • 284.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Thomasson, Bertil
    Kvalitetsutveckling: Ett managemnetperspektiv1991Book (Refereed)
  • 285.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Thomasson, Bertil
    Kvalitetsutveckling i privata och offentliga tjänsteföretag1970Book (Refereed)
  • 286.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Thomasson, Bertil
    Service and Quality - An introduction1989In: Quality Development in Private and Public Service CompaniesArticle in journal (Refereed)
  • 287.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Thomasson, Bertil
    Ovretveit, John
    Quality of Service - Making it Really Work1994Book (Refereed)
  • 288.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Tronvoll, Bård
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Hedmark Univ Coll, Elverum, Norway.
    Höykinpuro, R
    Complex service recovery processes: how to avoid triple deviation2011In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 21, no 4, p. 331-349Article in journal (Refereed)
  • 289.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    W Brown, StephenJohnston, RobertScheuing, Eberhard E.
    Pursuing Service Excellence:Practices and Insights1998Conference proceedings (editor) (Refereed)
  • 290.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Wilhelmsson, Marie
    The Development of New Services1994Report (Refereed)
  • 291.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Wilhelmsson, Marie
    The Development of New Services1994Report (Refereed)
  • 292.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Wilhelmsson, Marie
    Utveckling av nya tjänster ' referensram och fallstudier1994Report (Other academic)
  • 293.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Identifying Satisfiers and Disatisfiers in the Service Encounter2005In: Asian Journal on Quality, Vol. vol. 6, No. 1, pp. 8-23Article in journal (Refereed)
  • 294.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Satisfiers and Dissatisfiers in Services - The Role of Time and Customer - Employee Interaction in Problem Resolution2005Conference paper (Refereed)
  • 295.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Linkoping Univ, SE-58183 Linkoping, Sweden.
    Satisfiers and Dissatisfiers in the Service Encounter2004Conference paper (Refereed)
  • 296. Ek, Richard
    et al.
    Fougère, Martin
    Skålén, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Revisiting Foucualt through Reading Agamben: Implications for Work Place Subjectification, Desubjectification and the Dark Side of Organizations2007Conference paper (Refereed)
  • 297. Ekdahl, F.
    et al.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Customer Focused Product Development in Practise - A Case Study at Scandinavian Airlines System1998Conference paper (Refereed)
    Abstract [en]

    The airline industry will be going through dramatic changes in the years to come. This is due foremost to altered customer demands and expectations but also to deregulation of the airline business. Many airline companies have lost track of the true needs of their passengers and are trapped in outdated views of what airline services is all about. The paper illustrates how Scandinavian Airlines System (SAS) has tried to set a new standard for customer focused services. Part of this effort was a thorough investigation into the concerns of the customers throughout the entire travel experience. Based on the results, SAS has tried to build an understanding for their passengers and today they develop services founded on what SAS believes are the customers' true needs and expectations

  • 298. Ekdahl, F
    et al.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Edvardsson, Bo
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