Journal articles

2024

  1. Abadzhiev, A., Sukhov, A. & Johnson, M. (2024). Business model innovation for reducing uncertainty in sustainability transitions: A case study of the wood construction industry. Creativity and Innovation Management, (Published online). https://doi.org/10.1111/caim.12622
  2. As'ad, N., Patricio, L., Koskela-Huotari, K. & Edvardsson, B. (2024). Understanding service ecosystem dynamics: a typology. Journal of Service Management, https://doi.org/10.1108/JOSM-07-2023-0322
  3. Baldassarre, B., Calabretta, G., Karpen, I.O., Bocken, N. & Hultink, E.J. (2024). Responsible design thinking for sustainable development: Critical literature review, new conceptual framework, and research agenda. Journal of Business Ethics. https://doi.org/10.1007/s10551-023-05600-z
  4. Caridà, A., Colurcio, M. & Edvardsson, B. (2024). Leveraging TSR and social innovation for social inclusion via platforms. The Service Industries Journal, https://doi.org/10.1080/02642069.2024.2371922
  5. Caruelle, C., Shams, P., Gustafsson, A., & Lervik-Olsen, L. (2024). Emotional arousal in customer experience: A dynamic view. Journal of Business Research, 170, 114344. https://doi.org/10.1016/j.jbusres.2023.114344
  6. Dipietro, L., Ungaro, V., Renzi, M. F, and Edvardsson, B. (2024). Exploring Volunteers' Role in Healthcare Service Ecosystems: Value Co-Creation, Self-Adjustment, and Re-Humanization. Journal of Service Management. Forthcoming.
  7. Edlom, J., & Skålén, P. (2024).  Understanding tensions in strategic communication practices: a strategy-as-practice study of the music industry. Journal of Communication Management. https://doi.org/10.1108/JCOM-02-2023-0021
  8. Jiménez Romanillos, E., Williams, H. & Wever, R. (2024). Unpacking behariours: A literature tudy and Research Agenda on Consumer Behaviour in Packaging-Free Systems. Packaging Technology and Science. https://doi.org/10.1002/pts.2825
  9. Johansson Rehn, H., Olsson, L.E. & Friman, M. (2024). A framework of routine transitions in daily travel. Transportation Research Part A. https://doi.org/10.1016/j.tra.2023.103891
  10. Norlén, A., Bäccman, C., Thorén, A., & Almqvist, K. (2024). The effectiveness of Child-Parent Psychotherapy on traumatized preschoolers and their caregivers: A Swedish multi-site study. Evidence-Based Practice in Child & Adolescent Mental Health, In press, https://doi.org/10.1080/23794925.2024.2358486
  11. Sarno, D., Enquist, B., Polese, F., Sebastiani, R., Petros Sebhatu, S., & Viljakainen, A. M. (2024). A processual view on sustainability transitions in service ecosystems. Journal of Service Management. Online publication. https://doi.org/10.1108/JOSM-03-2023-0094
  12. Sebhatu, S. P., Hamdan Q. & Fisk, R. (2024) Conceptualizing service ethics for complex modern service interactions, The Service Industries Journal.  http://dx.doi.org/10.1080/02642069.2024.2359651
  13. Skålén, P. (2024). Framework of Services-as-Practices. Journal of Service Research, DOI: 10.1177/10946705241274128
  14. Skålén, P., Engen, M. & Jenhaug, L. (2024). Conflicts over public value within public service ecosystems: a strategic action field approach. Public Management Review. https://doi.org/10.1080/14719037.2024.2329226
  15. Zarabi, Z., Waygood, E. O. D., Olsson, L. E., Friman, M., & Gousse-Lessard, A. S. (2024). Enhancing public transport use: The influence of soft pull interventions. Transport Policy, 153, 190-203. https://doi.org/10.1016/j.tranpol.2024.05.005

2023

  1. Ahmad, A., Ahlin, K., Mozelius, P., & Sodhro, A. H. (2023). Exploring the Medical Caregivers' Perceptions of Technology Acceptance for an Online Speech and Language Assessment Application Among Stroke Patients. International Journal on Advances in Life Sciences, 15, (1 &2). https://www.researchgate.net/publication/372310157
  2. Ahlin, K. (2023). The Demonstration of a Tool for Self-Estimating Digital Competence. Studies in Health Technology and Informatics, 302, 494-495. https://doi.org/10.3233/shti230187
  3. Arsenovic, J., Edvardsson, B., Otterbring, T., & Tronvoll, B. (2023). Money for nothing: the impact of compensation on customers’ bad-mouthing in service recovery encounters. Marketing Letters, 34(1), 69-82. http://dx.doi.org/10.1007/s11002-021-09611-6
  4. Becker, L., Karpen, I.O., Kleinaltenkamp, M., Jaakkola, E., Helkkula, A., & Nuutinen, M. (2023). Actor Experience: Bridging Individual and Collective-level Theorizing. Journal of Business Research, 158. https://doi.org/10.1016/j.jbusres.2023.113658
  5. Boudier, J., Sukhov, A., Netz, J., Le Masson, P., & Weil, B. (2023). Idea evaluation as a design process: Understanding how experts develop ideas and manage fixations. Design Science, 9, E9. https://doi.org/10.1017/dsj.2023.7
  6. Bowen, D.E., Fisk, R.P., Bateson, J.E.G., Berry, L.L., Bitner, M.J., Brown, S.W., Chase, R.B., Edvardsson, B., Grönroos, C., Parasuraman, A., Schneider, B. & Zeithaml, V.A. (2023). Learning from the pioneering founders of the service research field, Journal of Service Management, 34(4), 605-630. https://doi.org/10.1108/JOSM-03-2023-0121
  7. Bäccman, C., Bergkvist, L. & Wästlund, E. (2023). Personalized SMS coaching for behavior change: A mixed-methods design to understand a healthy lifestyle intervention in a naturalistic setting. JMIR Formative Research, 7. http://dx.doi.org/10.2196/47312
  8. Böcker, L., Olsson, L.E., Priya Uteng, T., & Friman, M. (2023). Pandemic impacts on public transport safety and stress perceptions in Nordic cities. Transportation Research Part D, 114, https://doi.org/10.1016/j.trd.2022.103562
  9. Carlborg, P., Snyder, H., & Witell, L. (2023). How sustainable is the sharing business model? Toward a conceptual framework. R&D Management. https://doi.org/10.1111/radm.12648
  10. Conduit, J., Karpen, I.O. & Willmott, T. (2023). User circularity practices: Adopting a user stewardship perspective for a circular economy. AMS Review, https://link.springer.com/article/10.1007/s13162-023-00262-6 (online first
  11. Dubois, A., Hedvall, K. & Sundquist, V. (2023). No concept is an island: conceptualising (in) the industrial network approach. Journal of Business & Industrial Marketing, 38(13), 211-219. https://doi.org/10.1108/JBIM-05-2022-0231
  12. Friman, M., & Olsson, L.E. (2023). Are we leaving some people behind? Travel autonomy, preceived accessibility, and well-being among people experienceing mental and physical difficulties. Transportation Research Part F: Traffic Psychology and Behaviour, 98, 243-253. https://doi.org/10.1016/j.trf.2023.08.009
  13. Friman, M., Olsson, L.E., & Thorin, L. (2023). Collaborative capacity as an institutionalized practice for sustainable travel. Case Studies on Transport Policy, 11, https://doi.org/10.1016/j.cstp.2023.100954
  14. Guyader, H., Olsson, L.E., & Friman, M. (2023). Sharing economy platforms as mainstram: balancing pro-social and economic tensions. Total Quality Management, 34(10), 1257-1276. https://doi.org/10.1080/14783363.2022.2159366
  15. Jagstedt, S., Mellegård, N., & Lind, K. (2023). Dependencies as a barrier for continuous innovation in cyber-physical systems. International Journal of Technology Management, 93(3/4), 194-219.  https://doi.org/10.1504/IJTM.2023.133915
  16. Jakobsson Støre, S., Tillfors, M., Wästlund, E., Angelhoff, C., Andersson, G., & Norell-Clarke, A. (2023). The effects of a sleep robot intervention on sleep, depression and anxiety in adults with insomnia—A randomized waitlist-controlled trial. Journal of Sleep Research, 32(3). https://doi.org/10.1111/jsr.13758
  17. Karpen, I.O., Edvardsson, B., Tronvoll, B., Jaakkola, E., & Conduit, J. (2023). Circular service management: toward conceptual understandingand service research priorities for a more sustainable future. Journal of Service Management, 34(6), 50-69. https://doi.org/10.1108/JOSM-06-2023-0269
  18. Kitkowska, A., Alaqra, A.S., & Wästlund, E. (2023). Lockdown locomotion: the fast-forwarding effects of technology use on digital well-being due to COVID-19 restrictions. Behaviour & Information Technology. https://doi.org/10.1080/0144929X.2023.2203268
  19. Kitkowska, A., Shulman, Y., Martucci, L.A., & Wästlund, E. (2023). Designing for privacy: Exploring the influence of affect and individual characteristics on users’ interactions with privacy policies. Computer & Security, 134. https://doi.org/10.1016/j.cose.2023.103468
  20. Kleinaltenkamp, M., Kleinaltenkamp, M.J. & Karpen, I.O. (2023). Resource entanglement and indeterminacy: Advancing the service-dominant logic through the philosophy of Karen Barad. Marketing Theroy, https://journals.sagepub.com/doi/10.1177/14705931231207327 
  21. Koskela-Huotari, K., Svärd, K., Williams, H., Trischler, J. & Wikström F. (2023). Drivers and Hinderers of (Un)Sustainable Service: A Systems View, Journal of Service Research. Online, https://doi.org/10.1177/10946705231176071
  22. Kriz, A., Tresidder, J., Dowd, A. M., Weerawardena, J., Witell, L., Snyder, H., & de Pallant, R. (2023). Business model–dynamic capabilities and open innovation initiatives in research‐intensive organisations: A case of Australia's national science agency. Australian journal of public administration, 82(3), 400-404. https://doi.org/10.1111/1467-8500.12570
  23. Laud, G., Conduit, J. & Karpen, I.O. (2023). Member (co)creativity in open innovation communities. European Journal of Marketing. 57(8), 2021-2047.
  24. Lättman, K., Olsson, L.E., Waygood, O., & Friman, M., (2023). Nowhere to go – Effects on elderly’s travel during Covid-19. Travel Behaviour and Society, 32, 100574. https://doi.org/10.1016/j.tbs.2023.100574
  25. Mehran, J., Olya, H., & Heesup, H., (2023). Psychology of space tourism marketing, technology, and sustainable development: From a literature review to an integrative framework. Psychology & Marketing, 40(6), 1130-1151. https://doi.org/10.1002/mar.21795
  26. Mele, C., Touiminen, T., Edvardsson, B., & Reynoso, J. (2023). Smart sensing technology and self-adjustment in service systems through value co-creation routine dynamics. Journal of Business Research, 159, 113731, https://doi.org/10.1016/j.jbusres.2023.113737
  27. Otterbring, T., Arsenovic, J., Samuelsson, P., Malodia, S., & Dhir, A. (2023). Going the Extra Mile, Now or After a While: The Impact of Employee Proactivity in Retail Service Encounters on Customers’ Shopping Responses, British Journal of Management, https://doi.org/10.1111/1467-8551.12765
  28. Quero, M. J., Ruiz-Alba, J. L., Mele C., Tronvoll, B., & Ventura, R. (2023). Internationalization of innovation practices:  Actors and linkages in crowdfunding ecosystems, European Journal of International Management.
  29. Samuelsson, P. (2023). The effects of innovation types and customer participation on organizational performance in complex services. European Journal of Marketing, 57(13), 27-55. http://dx.doi.org/10.1108/EJM-11-2020-0810
  30. Skålén, P., Cova, B., Gummerus, J., & Sihvonen, A. (2023). Marketing-as-Practice: A Framework and Research Agenda for Value-Creating Marketing Activity, Marketing Theory, 23 (2), 185-206. https://doi.org/10.1177/14705931221123949
  31. Skålén, P., & Gummerus, J. (2023). Conceptualizing Services and Service Innovation: A Practice Theory Study of the Swedish Music Market, Journal of Service Research, 26 (1): 83-102. https://doi.org/10.1177/10946705211062693
  32. Sukhov, A., Olsson, L.E., & Friman, M. (2023). Unlocking Potential: An Integrated Approach Using PLS-SEM, NCA, and fsQCA for Informed Decision Making. Journal of Retailing and Consumer Services, 74, 103424. https://doi.org/10.1016/j.jretconser.2023.103424
  33. Trischler, J., Røhnbæk, M., Edvardsson, B. & Tronvoll, B. (2023) Advancing Public Service Logic: moving towards an ecosystemic framework for value creation in the public service context. Public Management Review. https://doi.org/10.1080/14719037.2023.2229836  
  34. Tronvoll, B., & Edvardsson, B. (2023). Critical examination of academic marketing and service research’s philosophical foundation.  Journal of Services Marketing. http://dx.doi.org/10.1108/JSM-01-2023-0002
  35. Varman, R., Al-Amoudi, I., & Skålén, P. (2023). Workplace humiliation and the organization of domestic work. Organization Studies, 44(11). https://doi.org/10.1177/01708406231157034.
  36. Zasa, F. P., Artusi, F., & Verganti, R.(2022). Through thick and thin: The moment of meaning as aboundary object. Creativity and Innovation Management, 32(3) 517-133. https://doi.org/10.1111/caim.12535

2022

  1. Abadzhiev, A., Sukhov, A., Sihvonen, A., & Johnson, M. (2022). Managing the Complexity of Green Innovation. European Journal of Innovation Management, 25(6). https://doi.org/10.1108/EJIM-02-2022-0098
  2. Ahlin, K., Wästlund, E., Ahmad, A., Nöjd, S., Mozelius, P., & Sodhro, AH. (2022). IoT in Elementary School for Everyone-A Research Plan. Studies in Health Technolgy and Informatics, 294, 955-956. https://doi.org/10.3233/SHTI220638
  3. Arsenovic, J., Edvardsson, B., Otterbring, T., & Tronvoll, B. (2022). Money for nothing: The impact of compensation on customers’ bad-mouthing in service recovery encounters. Marketing Letters, 1-14. https://doi.org/10.1007/s11002-021-09611-6
  4. Artusi, F., Magnanini, S., & Bellini, E. (2022). Embedding Values into Digital Artifacts. Research-Technology Management, 65(2),18-28. https://doi.org/10.1080/08956308.2022.2017721
  5. Bolton, R. N., Gustafsson, A., Tarasi, C. O., & Witell, L. (2022). Designing satisfying service encounters: website versus store touchpoints. Journal of the Academy of Marketing Science, 50(1), 85-107. https://doi.org/10.1007/s11747-021-00808-9
  6. Bolton, R. N., Gustafsson, A., Tarasi, C. O., & Witell, L. (2022). Managing A Global Retail Brand in Different Markets: Meta-Analyses of Customer Responses to Service Encounters. Journal of Retailing, 98(2), 294-314. https://doi.org/10.1016/j.jretai.2021.03.004
  7. Bäccman, C., & Wästlund, E. (2022). The use of fitness-trackers and the role of motivational intermissions to maintain healthy behaviors: an explorative case study on runners. South Florida Journal of Development, 3(6), 6629–6650. https://doi.org/10.46932/sfjdv3n6-020
  8. Carida, A., Colurcio, M., Edvardsson, B., & Pastore, A. (2022). Creating harmony through a plethora of interests, resources, and actors: The challenging task of orchestrating the service ecosystem. Journal of Service Theory and Practice, 32(4), 477-504. https://doi.org/10.1108/JSTP-06-2021-0110 
  9. Caruelle, D., Shams, P., Gustafsson, A., & Lervik-Olsen, L. (2022). Affective Computing in Marketing: Practical Implications and Research Opportunities Afforded by Emotionally Intelligent Machines. Marketing Letters, 1-7. https://doi.org/10.1007/s11002-021-09609-0
  10. Colurcio, M., Vigolo V., & Edvardsson, B. (2022). Guest Editorial: Framing Silver Economy in a management perspective: from practice to theory. Sinergie, Italian Journal of Management, 40(3). https://doi.org/10.7433/s119.2022.07
  11. Cruose, J. & Ahlin, K. (2022) Publishers Working with Open Government Data: A Work Framework. JeDEM-eJournal of eDemocracy and Open Government, 14(1), 19-49. https://doi.org/10.29379/jedem.v14i1.688
  12. Danatzis, I., Karpen, I.O., & Kleinaltenkamp, M. (2022). Actor ecosystem readiness: Understanding the nature and role of human abilities and motivation in a service ecosystem. Journal of Service Research, 25(2), 260-280, https://journals.sagepub.com/doi/full/10.1177/10946705211032275
  13. Davoudi, S. & Johnson, M. (2022) Preconditions of coordination in regional public organizations, Public Management Review, https://doi.org/10.1080/14719037.2022.2134915
  14. Dehling, S., Edvardsson, B., & Tronvoll, B. (2022). How do actors coordinate for value creation? A Signaling and Screening Perspective on Resource Integration. Journal of Services Marketing, 36(9), 18-26. https://doi.org/10.1108/JSM-02-2020-0068
  15. Edvardsson, B. & Tronvoll, B. (2022). Crisis behaviors as drivers of value co-creation Transformation. International Journal of Quality and Service Sciences, 14(5), 1-15 https://doi.org/10.1108/IJQSS-01-2021-0001
  16. Geissinger, A., Laurell, C., Öberg, C., Sandström, C., Suseno, Y. (2022). The sharing economy and the transformation of work: Evidence from Foodora. Personnel Review, 51(2), 584-602. https://doi.org/10.1108/PR-08-2019-0450
  17. Gremyr, I., Birch-Jensen, A., Maneesh, K., & Löfberg, N. (2022). Quality functions’ use of customer feedback as activation triggers for absorptive capacity and value co-creation. International Journal of Operations & Production Management. 42(13). https://doi.org/10.1108/IJOPM-11-2021-0692
  18. Han, H., Lee, J., Edvardsson, B., & Verma, R. (2022). Developing a Strategic Viability-fit Model of Mobile Technology Adoption in Hotels. Journal of Hospitality and Tourism Technology, 13(1), 85-99.  https://doi.org/10.1108/JHTT-05-2020-0109
  19. Henkens B., Verleye K., Larivière B., & Perks H. (2022). Pathways to Service System Smartness for Firms. Journal of Service Research. https://doi.org/10.1177/10946705221132583
  20. Karlsson, J. & Skålén, P. (2022). Learning Resource Integration by Engaging in Value Cocreation Practices: A Study of Music Actors. Journal of Service Theory and Practice, 32(7), 14-35.
  21. Kawabata, Y., Kusakabe, H., Fujii, S., Nakamura, F., Friman, M., & Olsson, L. E. (2022). A Study on the Relationship between Subjective Well-Being and Accompanying Activities in Urban Leisure Experiences. Journal of Tourism and Leisure Studies, 7(1), 1-21.  https://doi.org/10.18848/2470-9336/CGP/v07i01/1-21
  22. Kleinaltenkamp, M., Karpen, I.O., & Kleinaltenkamp, M.J. (2022). A sense-based perspective on market shaping: Theorizing strategies for the origination and propagation of new resource linkages. Industrial Marketing Management, 100, 145-156. https://www.sciencedirect.com/science/article/abs/pii/S0019850121002236
  23. Klenner, N., Gemser, G. & Karpen, I.O. (2022). Entrepreneurial ways of designing and designerly ways of entrepreneuring: Exploring the relationship between design thinking and effectuation theory. Journal of Product Innovation Management, 39(1), 66-94. https://onlinelibrary.wiley.com/doi/full/10.1111/jpim.12587
  24. Lagin, M., Håkansson, J., Nordström, C., Nyberg, R. G., & Öberg, C. (2022). Last-mile logistics of perishable products: A review of effectiveness and efficiency measures used in empirical research. International Journal of Retail & Distribution Management, 50(13), 116-139, https://doi.org/10.1108/IJRDM-02-2021-0080 
  25. Mattsson, L. & Williams, H. (2022). Avoidance of Supermarket Food Waste—Employees’ Perspective on Causes and Measures to Reduce Fruit and Vegetables Waste. Sustainability, https://doi.org/10.3390/su14161003
  26. Norfelt, A., Kock,  F., Karpen, I. O., &  Alexander, J.  (2022). Pleasure Through Pain: An Empirical Examination of Benign Masochism in Tourism. Journal of Travel Research, OnlineFirst. https://doi.org/10.1177%2F00472875211067550
  27. Olsson, L. E., Sinha, R., Frostell, B., & Friman, M. (2022). What Can Be Done to Change?—The Environmental and Behavioral Consequences of Interventions for Sustainable Travel. Sustainability, 13(3), 1345. https://doi.org/10.3390/su14031345
  28. Pallant, J., Karpen, I. O., & Sands, S.J. (2022). What Drives Consumers to Customize Products? The Mediating Role of Brand Experience. Journal of Retailing and Consumer Services,  64. https://doi.org/10.1016/j.jretconser.2021.102773
  29. Pelgander, L., Öberg, C., & Barkenäs, L. (2022). Trust and the sharing economy. Digital Business, 2(2). https://doi.org/10.1016/j.digbus.2022.100048
  30. Petros Sebhatu, S. & Enquist. B. (2022). Values and Multi-stakeholder dialog for business transformation in light of the UN Sustainable Development Goals. Journal of Business Ethics,  https://doi.org/10.1007/s10551-022-05195-x
  31. Pilawa, J., Witell, L., Valtakoski, A., & Kristensson, P. (2022). Service innovativeness in retailing: Increasing the relative attractiveness during the COVID-19 pandemic. Journal of Retailing and Consumer Services, 67, 102962. https://doi.org/10.1016/j.jretconser.2022.102962
  32. Popa, T., Karpen, I.O., Wright, M. R., & Dean, O. (2022), Procedural justice in a tribunal context: An exploration and extension of the concept from a human-centred design perspective. University of New South Wales Law Journal, 45(4), forthcoming.
  33. Samuelsson, P., & Witell, L. (2022). Social entrepreneurs in service: motivations and types. Journal of Services Marketing, http://dx.doi.org/10.1108/JSM-08-2017-0274
  34. Shulman, Y., Kitkowska, A., & Meyer, J. (2022).  Informing Users: Effects of Notification Properties and User Characteristics on Sharing Attitudes. International Journal of Human-Computer Interaction, https://doi.org/10.1080/10447318.2022.2086592
  35. Skålén, P. (2022). Public services and service innovation: A practice theory view. Nordic Journal of Innovation in the Public Sector. 1(1), https://doi.org/10.18261/njips.1.1.2
  36. Skålén, P., Cova, B., Gummerus, J., & Sihvonen, A. (2022). Marketing-as-Practice: A Framework and Research Agenda for Value-Creating Marketing Activity. Marketing Theory. https://doi.org/10.1177/14705931221123949
  37. Skålén, P., & Gummerus, J. (2022). Conceptualizing Services and Service Innovation: A Practice Theory Study of the Swedish Music Market. Journal of Service Research, https://doi.org/10.1177%2F10946705211062693
  38. Snyder, H., Witell, L., Gustafsson, A., & McColl-Kennedy, J. R. (2022). Consumer lying behavior in service encounters. Journal of Business Research, 141, 755-769. https://doi.org/10.1016/j.jbusres.2021.11.075
  39. Sukhov, A., Olsson, L.E., & Friman, M. (2022). Necessary and sufficient conditions for attractive public Transport: Combined use of PLS-SEM and NCA. Transportation Research Part A, 158, 239-250. https://doi.org/10.1016/j.tra.2022.03.012 
  40. Tierney, K.D.; Karpen, I.O., & Westberg, K. (2022). Brand meaning and institutional work: The light and dark sides of service employee practices. Journal of Business Research, 151, 244-256. https://www.sciencedirect.com/science/article/pii/S0148296322005884
  41. Toth, Z., Kowalkowski, C., Skylar, A., Sorhammar, D., Tronvoll, B., & Wirths, O. (2022.) Tensions in Digital Servitization through Paradox Lens. Industrial Marketing Management, 102, 438–450, https://doi.org/10.1016/j.indmarman.2022.02.010
  42. Trischler, J., Svensson, P.O., Williams, H., & Wikström, F. (2022). Citizens as an innovation source in sustainability transitions – linking the directionality of innovations with the locus of the problem in transformative innovation policy. Public Management Review. https://doi.org/10.1080/14719037.2022.2062041
  43. Trischler, J., & Westman Trischler, J. (2022). Design for experience–a public service design approach in the age of digitalization. Public Management Review, 24(8), 1251-1270.  https://doi.org/10.1080/14719037.2021.1899272 
  44. Tronvoll, B., & Edvardsson, B. (2022). Customer experiences in crisis situations: An agency-structure perspective. Marketing Theory, https://doi.org/10.1177%2F14705931221104520
  45. Vakulenko, Y., Arsenovic, J., Hellström, D., & Shams, P. (2022). Does delivery service differentiation matter? Comparing rural to urban e-consumer satisfaction and retention. Journal of Business Research, 142, 476-484. http://dx.doi.org/10.1016/j.jbusres.2021.12.079
  46. Varman, R., Vijay, D., & Skålén, P. (2022). The Conflicting Conventions of Care: Transformative Service as Justice and Agape. Journal of Service Research, 25(1), 86-107. https://doi.org/10.1177%2F10946705211018503
  47. Zasa, F. P., Artusi, F., & Verganti, R.(2022). Through thick and thin: The moment of meaning as aboundary object. Creativity and Innovation Management,1–17. https://doi.org/10.1111/caim.12535
  48. Öberg, C. (2022). Episodic supply chains at times of disruption. Supply Chain Management: An International Journal, 27(2), 312-330. http://dx.doi.org/10.1108/SCM-11-2020-0595
  49. Öberg, C. (2022). The growth paradox in the platform economy. TIM Review. (accepted)
  50. Öberg, C., & Aronsson, H. (2022). The fair trade of environmental effects and regional disparities. Industrial Marketing Management, 105, 311-321. https://doi.org/10.1016/j.indmarman.2022.06.014
  51. Öberg, C., & Lundberg, H. (2022). Mechanisms of knowledge development in a knowledge ecosystem. Journal of Knowledge Management, 26(11), 293-307. https://doi.org/10.1108/JKM-11-2021-0814

2021

  1. Ali, M. M., Karlsson, J. & Skålén, P. (2021). How Has Digitalisation Influenced Value in the Music Market? International Journal of Music Business Research, 10(2), 53-63. https://doi.org/10.2478/ijmbr-2021-0007
  2. Anderzen-Carlsson, A., Bäccman, C. & Almkvist, K. (2021). The professional relationship forms the base: Swedish child health care nurses’ experiences of encountering mothers exposed to intimate partner violence, International Journal of Qualitative Studies on Health and Well-being.16(1) DOI: 10.1080/17482631.2021.1988043 
  3. Arsenovic, J., De Keyser, A., Edvardsson, B., Tronvoll, B., & Gruber, T. (2021). Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes. Journal of Business Research, 134, 342-351. https://doi.org/10.1016/j.jbusres.2021.05.031
  4. Bolton, R. N., Gustafsson, A., Tarasi, C. O., & Witell, L. (2021). Designing satisfying service encounters: website versus store touchpoints. Journal of the Academy of Marketing Science, 1-23, https://doi.org/10.1007/s11747-021-00808-9
  5. Bolton, R. N., Gustafsson, A., Tarasi, C. O., & Witell, L. (2021). How customer experience management reconciles strategy differences between East and West. Journal of Global Scholars of Marketing Science, 31(3), 273-295. https://doi.org/10.1080/21639159.2021.1921606
  6. Caprioli, L., Larson, M., Ek, R., & Ooi, C-S. (2021). The inevitability of essentializing culture in destination branding: the cases of fika and hygge. Journal of Place Management and Development, 14(2). https://doi.org/10.1108/JPMD-12-2019-0114
  7. Carlqvist, C., Hagerman, H., Fellesson, M., Ekstedt, M., & Hellström, A. (2021). Health care professionals' experiences of how an eHealth application can function as a value-creating resource - a qualitative interview study. BMC Health Services Research, 21. https://doi.org/10.1186/s12913-021-07232-3 
  8. Danatzis, I., Karpen, I. O., & Kleinaltenkamp, M. (2021). Actor Ecosystem Readiness: Understanding the Nature and Role of Human Abilities and Motivation in a Service Ecosystem. Journal of Service Research, OnlineFirst https://doi.org/10.1177%2F10946705211032275
  9. Daunfeldt, S.-O., Moradi, J., Rudholm, N., & Öberg, C. (2021). Effects of employees’ opportunities to influence in-store music on sales: Evidence from a field experiment. Journal of Retailing and Consumer Services, 59, 102417. https://doi.org/10.1016/j.jretconser.2020.102417
  10. Echeverri, P. (2021). Interaction value formation spaces: configurations of practice-theory elements in service ecosystems. Journal of Services Marketing, 35(9), 28-39. http://dx.doi.org/10.1108/JSM-03-2021-0084
  11. Echeverri, P. (2021). Not so ‘Eco’Service Ecosystems: Value Co-destruction Practices Affecting Vulnerable Patients in Special Transport. Journal of Creating Value, 7(1), 103-116. https://doi.org/10.1177%2F23949643211012137
  12. Echeverri, P., & Skålén, P. (2021). Value Co-destruction: Review and Conceptualization of Interactive Value Formation. Marketing Theory, 21(2), 227-249. https://doi.org/10.1177/1470593120983390
  13. Edlom, J. & Karlsson, J. (2021) Keep the Fire Burning: Exploring Hierarchies of Music Fan and the Motivations of Superfans, Media and Communication, 9(3),123-132. https://doi.org/10.17645/mac.v9i3.4013
  14. Edlom, J., & Karlsson, J. (2021). Hang with Me—Exploring Fandom, Brandom, and the Experiences and Motivations for Value Co-Creation in a Music Fan Community. International Journal of Music Business Research, 10(1), 17-31. https://doi.org/10.2478/ijmbr-2021-0003
  15. Edvardsson, B. & Tronvoll, B. (2021). Crisis behaviors as drivers of value co-creation Transformation. International Journal of Quality and Service Sciences. 10.1108/IJQSS-01-2021-0001
  16. Engen, M., Fransson, M., Quist, J., & Skålén, P. (2021). Continuing the Development of the Public Service Logic: A Study of Value Co-destruction in Public Services. Public Management Review, 23(6), 886-905. https://doi.org/10.1080/14719037.2020.1720354
  17. Ferrell, O.C., Conduit, J., Edvardsson, B., & Vargo, S. (2021). The past and future of marketing theory and practice: a tribute to the 50th anniversary of the Academy of Marketing Science. AMS Review, 1-7. https://doi.org/10.1007/s13162-021-00222-y
  18. Fontana, E., Öberg, C., & Poblete, L. (2021). Nominated procurement and the indirect control of nominated sub-suppliers: Evidence from the Sri Lankan apparel supply chain. Journal of Business Research, 127, 179-192. https://doi.org/10.1016/j.jbusres.2021.01.040
  19. Gebka, E., Crusoe, J. & Ahlin, K. (2021). Methods to Capture User Information Needs: Design Principles for Open Data Intermediaries and Data Providers. Data Science Journal, 20(37), 1–19. https://doi.org/10.5334/dsj-2021-037
  20. Geissinger, A., Laurell, C., & Öberg, C. (2021). Copycats among underdogs - Echoing the sharing economy business model. Industrial Marketing Management, 96, 287-299. https://doi.org/10.1016/j.indmarman.2021.06.006 
  21. Geissinger, A., Laurell, C., Öberg, C., Sandström, C., Sick, N., & Yuliano, S. (2021). Social media analytics for knowledge acquisition of market and non-market perceptions in the sharing economy. Journal of Knowledge Management, 25(2), 500-512. https://doi.org/10.1108/JKM-01-2020-0038. 
  22. Gummerus, J., Mickelsson, K. J., Trischler, J., Härkönen, T., & Grönroos, C. (2021). ActS-Service Design Based on Human Activity Sets. Journal of Service Management, 32(6), 28-54. https://doi.org/10.1108/JOSM-09-2019-0275
  23. Guyader, H., Friman, M., & Olsson, L. E. (2021). Shared Mobility: Evolving Practices for Sustainability. Sustainability, 13, 12148. https://doi.org/10.3390/su132112148
  24. Gössling, S., Larson, M. & Pumputis, A. (2021). Mutual Surveillance on Airbnb. Annals of Tourism Research, 91, 103314. https://doi.org/10.1016/j.annals.2021.103314
  25. Han, S., Lee, J., Edvardsson, B. & Verma, R. (2021). Mobile technology adoption among hotels: managerial issues and opportunities. Tourism Management Perspectives, 38, 100811. https://doi.org/10.1016/j.tmp.2021.100811
  26. Karpen, I.O., & Senova, M. (2021). Designing for Trust: Role and Benefits of Human-centered Design in the Legal System. International Journal for Court Administration, 12(3), 7. http://doi.org/10.36745/ijca.422
  27. Kleinaltenkamp, M., Conduit, J., Plewa, C., Karpen, I. O. & Jaakkola E. (2021). Engagement-driven Institutionalization in Market Shaping: Synchronizing and Stabilizing Collective Engagement. Industrial Marketing Management, 99, 69-78. http://doi.org/10.1016/j.indmarman.2021.09.010
  28. Kleinaltenkamp, M., Karpen, I.O., & Kleinaltenkamp, M. J. (2021). A Sense-Based Perspective on Market-Shaping. Theorizing the Origination and Propagation of Novel Resource Linkages. Industrial Marketing Management,  OnlineFirst: https://doi.org/10.1016/j.indmarman.2021.11.005
  29. Klenner, N., Gemser, G., & Karpen, I.O. (2021). Entrepreneurial ways of designing and designerly ways of entrepreneuring: Exploring the relationship between design thinking and effectuation theory. Journal of Product Innovation Management, (forthcoming). https://doi.org/10.1111/jpim.12587
  30. Koskela-Huotari, K.,  Patrício, L., , Jie Zhang, Karpen, I.O., Sangiorgi, D. , Anderson, L., & Bogicevic, V. (2021). Service system transformation through service design: Linking analytical dimensions and service design approaches. Journal of Business Research, 136, 343-355. https://doi.org/10.1016/j.jbusres.2021.07.034
  31. Lundberg, H., & Öberg, C. (2021). Teachers, researchers, but not innovators? – Rethinking university-industry collaboration. Journal of Business and Industrial Marketing, 36(13),161-173. https://doi.org/10.1108/JBIM-03-2020-0126
  32. Lundberg, H., & Öberg, C. (2021). The matter of locality: Family firms in sparsely populated regions. Entrepreneurship and Regional Development,  33(7-8), 493-513. https://doi.org/10.1080/08985626.2021.1925847
  33. Olsson, L. E., Friman, M., Lättman, K., & Fujii, S. (2021). Travel and Life Satisfaction - From Gen Z to the Silent Generation. Journal of  Transport and Health, 18, 100894. https://doi.org/10.1016/j.jth.2020.100894
  34. Olsson, L. E., Friman, M., & Lättman, K. (2021). Accessibility Barriers and Perceived Accessibility: Implications for Public Transport. Urban Science, 5(3), 63. http://dx.doi.org/10.3390/urbansci5030063
  35. Olsson, L. E., Friman, M., Kawabata, Y., & Fujii, S. (2021). Integrating Planned Behavior and Stage-of-Change into a Cycling Campaign. Sustainability, 13(18), 10116. https://doi.org/10.3390/su131810116
  36. Otterbring, T., Bhatnagar, R., Samuelsson, P., & Borau, S. (2021). Positive gender congruency effects on shopper responses: Field evidence from a gender egalitarian culture. Journal of Retailing and Consumer Services, 63, 102738. https://doi.org/10.1016/j.jretconser.2021.102738
  37. Otterbring, T., Wu, F., & Kristensson, P. (2021). Too close for Comfort? The impact of salesperson-customer proximity on consumers' purchase behavior. Psychology & Marketing, 38(9),1575-1590.  http://dx.doi.org/10.1002/mar.21519
  38. Skarin F., Wästlund, E., & Gustafsson, H. (2021). Maintaining or Losing Intervention-Induced Health-Related Behavior Change. A Mixed Methods Field Study. Frontiers in Psychology, DOI: 10.3389/fpsyg.2021.688192
  39. Sukhov, A., Lättman, K., Olsson, L.E., Friman, M., & Fujii, S. (2021). Assessing travel satisfaction in public transport: A configurational approach. Transportation Research Part D: Transport and Environment,  93. https://doi.org/10.1016/j.trd.2021.102732
  40. Sukhov, A., Sihvonen, A., Netz, J., Magnusson, P. & Olsson, L.E. (2021). How experts screen ideas: The complex interplay of intuition, analysis and sensemaking. Journal of Product Innovation Management, 38(2), 248-270. https://doi.org/10.1111/jpim.12559
  41. Trischler, J., & Kaluza, J. (2021) Co-production in the recruitment of frontline public service employees. Policy & Politics, 49(3), 473-491. https://doi.org/10.1332/030557320X15986403024733
  42. Trischler, J., & Trischler Westman J. (2021). Design for experience - a public service design approach in the age of digitalization. Public Management Review, 1-20. https://doi.org/10.1080/14719037.2021.1899272
  43. Varman, R., Skålén, P., Belk, R., & Chaudhuri, H. R. (2021). Normative Violence in Domestic Service: A Study of Exploitation, Status, and Grievability, Journal of Business Ethics, 171(4), 645-665. https://doi.org/10.1007/s10551-020-04444-1
  44. Vink, J., Koskela-Huotari, K., Tronvoll, B., Edvardsson, B., & Wetter Edman, K. (2021). Service ecosystem design: Propositions, process model, and future research agenda. Journal of Service Research, 24(2), 168-186. https://doi.org/10.1177%2F1094670520952537
  45. Öberg, C. (2021). Conflicting logics for crisis management in tourism. Journal of Tourism Futures, 7(3), 161-173. https://doi.org/10.1108/JTF-10-2020-0191
  46. Öberg, C. (2021). Disruptive and paradoxical roles in the sharing economies. International Journal of Innovation Management, 25(4). https://doi.org/10.1142/S1363919621500456
  47. Öberg, C. (2021). Spin-in and spin-out for growth – On the acquisition and divestiture of high-tech firms. Journal of Organizational Change Management, 34(3), 653-671. https://doi.org/10.1108/JOCM-08-2020-0239
  48. Öberg, C. (2021). Women on board: The disregarded issue of board interlocks. Gender in Management. An International Journal, 36(1), 39-60. http://dx.doi.org/10.1108/GM-11-2019-0225
  49. Öberg, C., & Kollberg, B. (2021). Can you balance the gaps? Ambidexterity in service firms. Journal of Hospitality and Tourism Insights, 4(3), 245-262. https://doi.org/10.1108/JHTI-12-2018-0088

​​​​2020

  1. Alves, H., Cepeda-Carrion, I., Ortega-Gutierrez, J. & Edvardsson, B. (2020). The Role of Intellectual Capital in Fostering SD-Orientation and Firm Performance, Journal of Intellectual Captial, https://doi.org/10.1108/JIC-11-2019-0262
  2. Burton, J., Gruber, T., & Gustafsson, A. (2020). Fostering Collaborative Research for Customer Experience–Connecting Academic and Practitioner Worlds, Journal of Business Research, Vol. 116, pp. 351-355. https://doi.org/10.1016/j.jbusres.2020.04.058
  3. Bäccman, C., Bergkvist, L. & Kristensson, P. (2020). Elderly and care personnel’s user experiences of a robotic shower, Journal of Enabling Technologies, Vol. 14, No. 1, pp. 1-13. https://doi.org/10.1108/JET-07-2019-0033 
  4. Cárdenas-Barrón, L.E., Reynoso, J., Edvardsson, B. & Cabrera, K. (2020). Inventory model optimization revisited: Understanding service inventories to improve performance, International Journal of Science & Technology, Vol. 27(3), pp. 1572-1592. https://dx.doi.org/10.24200/sci.2018.50333.1639 
  5. Donthu, N., & Gustafsson, A. (2020). Effects of COVID-19 on Business and Research, Journal of Business Research, Vol. 117, pp. 284–289. https://doi.org/10.1016/j.jbusres.2020.06.008
  6. Fellesson, M. and Salomonson, N. (2020). It takes two to interact – Service orientation, negative emotions and customer phubbing in retail service work, Journal of Retailing and Consumer Services, Vol. 54. https://doi.org/10.1016/j.jretconser.2020.102050
  7. Friman, M., Lättman, K., & Olsson, L.E (2020). Public transport Quality, safety, and perceived accessibility, Sustainability 2020, Vol. 12, (9), pp. 3563. https://doi.org/10.3390/su12093563 
  8. Friman, M. Lättman, K., & Olsson, L. E. (2020). Carpoolers´ perceived accessibility of carpooling, Sustainability, Vol. 12, (21). https://doi.org/10.3390/su12218976
  9. Friman, M., and Olsson, L.E. (2020). Daily travel and wellbeing among the elderly, International Journal of Environmental Research and Public Health, Vol. 17, pp. 2342. http://dx.doi.org/10.3390/ijerph17072342
  10. Fyrberg Yngfalk, A. & Yngfalk, C. (2020). Modifying markets: Consumerism and institutional work in nonprofit marketing, Marketing Theory, Vol. 20, no. 3, pp. 343-362. https://doi.org/10.1177%2F1470593119885169
  11. Gebauer, H., Arzt, A., Kohtamäki, M., Lamprecht, C., Parida, V., Witell, L., & Wortmann, F. (2020). How to convert digital offerings into revenue enhancement–Conceptualizing business model dynamics through explorative case studies, Industrial Marketing Management, Vol. 91, pp. 429-441. https://doi.org/10.1016/j.indmarman.2020.10.006
  12. Gustafsson, A. & Kristensson, P. (2020). Emerging fields in service research, Journal of Service Management, Vol. 31(4), pp. 609-614. https://doi.org/10.1108/JOSM-03-2020-416
  13. Gustafsson, A., Snyder, H., & Witell, L. (2020). Service Innovation: A New Conceptualization and Path Forward, Journal of Service Research, Vol. 23 (2) pp. 111-115. https://doi.org/10.1177/1094670520908929
  14. Gärling, T., Ettema, D., Fors Connolly, F., Friman, M. and Olsson, L. E. (2020). Review and Assessment of Self-Reports of Travel-Related Emotional Wellbeing, Journal of Transport & Health, Vol. 17. 
    https://doi.org/10.1016/j.jth.2020.100843
  15. Göbel, H., Cronholm, S., & Åkesson, M. (2020). ITIL Compliance with Service-Dominant Logic, e-Service Journal, Vol. 11, No. 2. https://doi.org/10.2979/eservicej.11.2.03
  16. Holmlund, M., Witell, L., & Gustafsson, A. (2020). getting your qualitative service research published. Journal of Services Marketing, Vol. 34, No. 1, 111-116. https://doi.org/10.1108/JSM-11-2019-0444
  17. Hunter-Jones, P., Line, N., Zhang, J. J., Malthouse, E. C., Witell, L., & Hollis, B. (2020). Visioning a hospitality-oriented patient experience (HOPE) framework in health care, Journal of Service Management, Vol. 31, No. 5, pp. 869-888. https://doi.org/10.1108/JOSM-11-2019-0334
  18. Högberg, J., Wästlund, E., Aas, T. H., Hjemdahl, K., & Nordgård, D. (2020). Herding the Hordes: Using Location-Based Services and Mobile Messaging to Affect Visitor Behavior, Journal of Hospitality & Tourism Research, Vol. 44(5), pp. 870-878. https://doi.org/10.1177%2F1096348020912449
  19. Johansson, L-O., Barbopoulos, I., and Olsson, L.E. (2020). Deactivating economic motives in green consumption through social and moral salience, Journal of Consumer Marketing, Vol. 37. Iss. 3.https://doi.org/10.1108/JCM-10-2018-2904
  20. Kitkowska, A., Shulman, Y., Martucci, L.A., and Wästlund, E. (2020). Psychological Effects and their role in online privacy interactions: a review, IEEE Access, Vol. 8, pp. 21236-21260. DOI: 10.1109/ACCESS.2020.2969562
  21. Korper, A. K., Patrício, L., Holmlid, S., & Witell, L. (2020). Service design as an innovation approach in technology startups: a longitudinal multiple case study, Creativity and Innovation Management, Vol. 29(2), pp. 303-323.  https://doi.org/10.1111/caim.12383
  22. Koskela-Huotari, K. and Siltaloppi, J. (2020). Rethinking the actor in service research: Toward a processual view of identity dynamics, Journal of Service Theory and Practice, Vol. 30, No. 4/5. pp. 437-457. https://www.emerald.com/insight/content/doi/10.1108/JSTP-11-2018-0245/full/html
  23. Koskela-Huotari, K., Vink, J. and Edvardsson, B. (2020). The institutional turn in service research: taking stock and moving ahead, Journal of Services Marketing, Vol. 34, Iss. 3, https://doi.org/10.1108/JSM-02-2019-0101
  24. Kristensson, P., Pedersen, P. & Thorbjornsen, H. (2020). New perspectives on consumer adoption and diffusion of innovations, Journal of Business Research, Vol. 116, pp. 522-525. https://doi.org/10.1016/j.jbusres.2020.04.048
  25. Luangrath, AW, Peck, J. & Gustafsson, A. (2020). Should I Touch the Customer? Rethinking Interpersonal Touch Effects from the Perspective of the Touch Initiator, Journal of Consumer Research, Vol. 47, Iss. 4, pp. 588–607. https://doi.org/10.1093/jcr/ucaa021
  26. Lättman, K., Friman, M., and Olsson, L.E. (2020). Restricted car-use and perceived accessibility, Transportation Research, Part D, Vol. 78, January 2020. https://doi.org/10.1016/j.trd.2019.102213
  27. Nöjd, S., Westman-Trischler, J., Otterbring, T., Andersson, P. K. & Wästlund, E. (2020). Bridging the valuescape with digital technology: A mixed methods study on customers’ value creation process in the physical retail space, Journal of Retailing and Consumer Services, Vol. 56. https://doi.org/10.1016/j.jretconser.2020.102161
  28. Olsson, L. E., Friman, M., Lättman, K., & Fujii, S. (2020). Travel and Life Satisfaction - From Gen Z to the Silent Generation, Journal of Transport and Health, Vol. 18, 100894. https://doi.org/10.1016/j.jth.2020.100894
  29. Otterbring, T., Bodin Danielsson, C., and Pareigis, J. (2020). Office Types and Workers’ Cognitive vs. Affective Evaluations from a Noise Perspective, Journal of Managerial Psychology, https://doi.org/10.1108/JMP-09-2019-0534
  30. Patrício, L., Sangiorgi, D., Mahr, D., Čaić, M., Kalantari, S., and Sundar, S. (2020). Leveraging service design for healthcare transformation: toward people-centered, integrated, and technology-enabled healthcare systems, Journal of Service Management, Vol. 31, Iss. 5. https://doi.org/10.1108/JOSM-11-2019-0332
  31. Rosenbaum, M. S., Friman, M., Ramirez, G. C., and Otterbring, T. (2020). Therapeutic servicescapes: Restorative and relational resources in service settings, Journal of Retailing and Consumer Services, Vol. 55. https://doi.org/10.1016/j.jretconser.2020.102078
  32. Skarin, F. & Wästlund, E. (2020). Increasing Students’ Long-Term Well-Being by Mandatory Intervention – A Positive Psychology Field Study, Frontiers in Psychology, Vol. 11, pp. 2567. https://www.frontiersin.org/articles/10.3389/fpsyg.2020.553764/full
  33. Sukhov, A., Sihvonen, A., Netz, J., Magnusson, P. & Olsson, L.E. (2020). How experts screen ideas: The complex interplay of intuition, analysis and sensemaking, Journal of Product Innovation Management, Accepted Author Manuscript. https://doi.org/10.1111/jpim.12559
  34. Touminen, T., Edvardsson, B., Reynoso, J. (2020). Institutional change and routine dynamics in service Ecosystems, Journal of Services Marketing, Vol. 34/4, pp. 575–586. http://dx.doi.org/10.1108/JSM-06-2019-0243
  35. Trischler, J., Johnson, M., and Kristensson, P. (2020). A service ecosystem perspective on the diffusion of sustainability-oriented user innovations, Journal of Business Research, Vol. 116, August 2020, pp. 552-560. https://doi.org/10.1016/j.jbusres.2020.01.011
  36. Tronvoll, B., Sklyar, A., Sørhammar, D., Kowalkowski, C. (2020). Transformational shifts through digital servitization, Industrial Marketing Management, Vol. 89, pp. 293–305.  https://doi.org/10.1016/j.indmarman.2020.02.00
  37. Vargo, S.L. and Koskela-Huotari, K. (2020). Advancing conceptual-only articles in marketing, AMS Review, https://doi.org/10.1007/s13162-020-00173-w 
  38. Verma, S., & Gustafsson, A. (2020). Investigating the emerging COVID-19 research trends in the field of business and management: A bibliometric analysis approach, Journal of Business Research, Vol. 118, September 2020, pp. 253-261. https://doi.org/10.1016/j.jbusres.2020.06.057
  39. Williams, H., Lindström, A., Trischler, J., Wikström, F., & Rowe, Z. (2020). Avoiding food becoming waste in households- The role of packaging in consumers’ practices across different food categories, Journal of Cleaner Production, Vol. 265. https://doi.org/10.1016/j.jclepro.2020.121775
  40. Vink, J., Koskela-Huotari, K., Tronvoll, B., Edvardsson, B. & Wetter-Edman, K. (2020) Service Ecosystem Design: Propositions, Process Model, and Future Research Agenda, Journal of Service Research. https://doi.org/10.1177/1094670520952537
  41. Witell, L., Holmlund, M., & Gustafsson, A. (2020). Guest editorial: a new dawn for qualitative service research, Journal of Services Marketing, Vol. 34, No. 1, pp. 1-7.  http://dx.doi.org/10.1108/JSM-11-2019-0443
  42. Witell, L., Kowalkowski, C., Perks, H., Raddats, C., Schwabe, M., Benedettini, O., & Burton, J. (2020). Characterizing customer experience management in business markets, Journal of Business Research, Vol. 116, pp. 420-430. https://doi.org/10.1016/j.jbusres.2019.08.050
  43. Wünderlich, N.V., Gustafsson, A., Hamari, J., Parvinen, P. & Haff, A. (2020). The great game of business: Advancing knowledge on gamification in business contexts, Journal of Business Research, Vol. 106, January, pp. 273-276. https://doi.org/10.1016/j.jbusres.2019.10.06
  44. Yuichiro, K., Ryo, T., Friman, M., Olsson, L. E., Lättman, K., & Fujii, S. (2020). Time Series Analysis of the Causal Effects among Perceived Quality, Satisfaction, Loyalty and Frequency of Public Transportation Use, Frontiers Built Environment. https://doi.org/10.3389/fbuil.2020.00137

2019

  1. Arsenovic. J., Edvardsson, B. & Tronvoll, B. (2019). Moving toward collaborative service recovery: A multiactor orientation, Journal of Service Science, Vol. 11, No. 3. pp. 201-212. 
  2. Carillo, F.J., Edvardsson, B., Reyonoso, J. & Maravillo, E. (2019). Alignment of resources, actors and contexts for value creation: Bringing knowledge management into service-dominant logic. International Journal of Quality and Service Science, Vol. 11, No. 3, pp. 424-438.
  3. Caruelle, D., Gustafsson, A., Shams, P. & Lervik-Olsen, L. (2019). The use of electrodermal activity (EDA) measurement to understand consumer emotions – A literature review and a call for action. Journal of Business Research, Vol. 104, pp. 146-160.
  4. Charitsis, V., Fyrberg-Yngfalk, A. & Skålén, P. (2019). Made to run: Biopolitical marketing and the making of the self-quantified runner, Marketing Theory, Vol. 19, No.3, pp. 347-366.
  5. Cova, B., Skålén, P. & Pace, S. (2019). Interpersonal practice in project marketing: how institutional logics condition and change them. Journal of Business and Industrial Marketing, Vol. 34, No. 4, pp. 723-734.
  6. Echeverri, P. (2019). Value Forming Micro Practices of Managerial Coaching. Coaching: An International Journal of  Theory, Research and Practice, 1-18.
  7. Echeverri, P. & Salomonson, N. (2019). Consumer vulnerability during mobility service interactions: causes, forms and coping. Journal of Marketing Management, Vol. 35, Iss. 3-4, pp. 364-389.
  8. Edvardsson, B. & Tronvoll, B. (2019). How Platforms Foster Service Innovations, Organizational Dynamics, in press
  9. Fombelle, P. W., Voorhees, C. M., Jenkins, M. R., Sidaoui, K., Benoit, S., Gruber, T., Gustafsson, A. & Abosag, I. (2019). Customer deviance: A framework, prevention strategies, and opportunities for future research. Journal of Business Research. https://doi.org/10.1016/j.jbusres.2019.09.012
  10. Friman, M., Maier, R. & Olsson, L.E. (2019). Applying a motivational stage-based approach in order to study a temporary free public transport intervention. Transport Policy, Vol. 81, pp. 173-183.
  11. Fyrberg Yngfalk, A. & Yngfalk, C. (2019). Modifying markets: Consumerism and institutional work in nonprofit marketing, Marketing Theory, DOI: https://doi.org/10.1177/1470593119885169Gremyr, I., Elg, M., Hellström, A., Martin, J. & Witell, L. (2019). The roles of quality departments and their influence on business results. Total Quality Management & Business Excellence, 1-12.
  12. Gremyr, I., Valtakoski, A. & Witell, L. (2019). Two routes of service modularization: advancing standardization and customization. Journal of Services Marketing, Vol. 33, No. 1, pp. 73-87.
  13. Guyader, H., Ottosson, M., Frankelius, P. & Witell, L. (2019). Identifying the resource integration processes of green service. Journal of Service Management, preprint.
  14. Herstad, S. J., Solheim, M. C. W. & Engen, M. (2019). Learning through urban labour pools: Collected worker experiences and innovation in services. Environment and Planning A: Economy and Space, Vol. 51, No. 8, pp. 1720-1740.
  15. Högberg, J., Hamari, J. & Wästlund, E. (2019). Gameful Experience Questionnaire (GAMEFULQUEST): an instrument for measuring the perceived gamefulness of system use. User Modeling and User-Adapted Interaction, Vol. 28, pp. 1-42. 
  16. Högberg, J., Olsson Ramberg, M., Gustafsson, A. & Wästlund, E. (2019). Creating brand engagement through in-store gamified customer experiences. Journal of Retailing and Consumer Services, Vol. 50, pp. 122-130.
  17. Högberg, J., Shams, P. & Wästlund, E. (2019). Gamified in-store mobile marketing: The mixed effect of gamified point-of-purchase advertising. Journal of Retailing and Consumer Services, Vol. 50, pp. 298-304.
  18. Johansson, A. E., Raddats, C. & Witell, L. (2019). The role of customer knowledge development for incremental and radical service innovation in servitized manufacturers. Journal of Business Research, Vol. 98, pp. 328-338.
  19. Lättman, K., Olsson, L.E., Friman, M. & Fujii, S. (2019). Perceived accessibility, satisfaction with daily travel, and life satisfaction among the elderly. International Journal of Environmental Research and Public Health. Vol. 16 pp. 4498.
  20. Molina-Besch, K., Wikström, F. & Williams, H. (2019). The environmental impact of packaging in food supply chains—does life cycle assessment of food provide the full picture? The International Journal of Life Cycle Assessment. Vol. 24, Iss. 1, pp. 37-50.
  21. Mysen, T. & Tronvoll, B. (2019). The influence on export performance of performance ambiguity among foreign sales agents. European Business Review, in press. https://doi.org/10.1108/EBR-02-2018-0041
  22. Olsson, L.E., Maier, R. & Friman, M. (2019). Why Do They Ride with Others? Meta-Analysis of Factors Influencing Travelers to Carpool. Sustainability, Vol. 11.
  23. Otterbring, T. & Shams, P. (2019). Mirror, mirror, on the menu: Visual reminders of overweight stimulate healthier meal choices. Journal of Retailing and Consumer Services, Vol. 47, pp. 177-183.
  24. Otterbring, T., Wästlund, E. & Shams, P. (2019). Spotlighting Customers' Visual Attention at the Stock, Shelf and Store Levels with the 3S Model. Journal of Visualized Experiments, Vol. 147.
  25. Palo, T., Åkesson, M. & Löfberg, N. (2019). Servitization as business model contestation: A practice approach.  Journal of Business Research, Vol. 104, pp. 486-496.
  26. Patrício, L., Teixeira, J. G. & Vink, J. (2019). A service design approach to healthcare innovation: from decision-making to sense-making and institutional change. AMS Review, 1-6. 
  27. Robinson, S., Orshingher, C., Alkire, L., De Keyser, A., Giebelhausen, M., Papamichail, K. N., Shams, P. & Sobhy Temerak, M. (2019) Frontline encounters of the AI kind: An evolved service encounter framework. Journal of Business Research, https://doi.org/10.1016/j.jbusres.2019.08.038
  28. Rodrigues, H., Otterbring, T, Piqueras-Fiszman, B. & Goméz-Corona, C. (2019). Introduction to the special issue on Global perspectives on food and consumer science: A cross-cultural approach. Food Research International, Vol. 116, February 2019, pp.135-136.
  29. Ringler, C., Sirianni, N. J., Gustafsson, A., & Peck, J. (2019). Look but Don’t Touch! The Impact of Active Interpersonal Haptic Blocking on Compensatory Touch and Purchase Behavior. Journal of Retailing, Volume 95, Issue 4, December, Pages 186-203 https://doi.org/10.1016/j.jretai.2019.10.007 
  30. Sangiorgi, D., Farr, M., McAllister, S., Mulvale, G., Sneyd, M., Vink, J. E. & Warwick, L. (2019). Designing in highly contentious areas: Perspectives on a way forward for mental healthcare transformation. The Design Journal, Vol. 22 (sup1), pp. 309-330.
  31. Sinha, R., Olsson, L.E. & Frostell, B. (2019). Sustainable personal transport modes in a life cycle perspective - public or private. Sustainability, Vol. 11, pp. 7092.
  32. Skarin, F., Olsson, L.E., Friman, M. & Wästlund, E. (2019). Importance of motives, self-efficacy, social support and satisfaction with travel for behavior change during travel intervention programs. Transportation Research Part F, Vol. 62, pp. 451-458.
  33. Sklyar, A., Kowalkowski, C., Tronvoll, B. & Sörhammar, D. (2019). Organizing for digital servitization: A service ecosystem perspective, Journal of Business Research, Vol. 104, pp. 450-460.
  34. Sklyar, A., Kowalkowski, C., Sörhammar, D. & Tronvoll, B. (2019). Resource integration through digitalization: A service ecosystem perspective, Journal of Marketing Management, Vol. 35, No. 11-12, pp. 974-991.
  35. Snyder, H., Witell, L., Elg, M. & McColl-Kennedy, J. R. (2019). The influence of place on health-care customer creativity. European Journal of Marketing, Vol. 53, No. 7, pp. 1400-1422.
  36. Trischler, J., Dietrich, T. & Rundle-Thiele, S. (2019). Co-design: from expert- to user-driven ideas in public service design. Public Management Review, https://doi.org/10.1080/14719037.2019.1619810
  37. Trischler, J. & Charles, M. (2019). The Application of a Service Ecosystems Lens to Public Policy Analysis and Design: Exploring the Frontiers. Journal of Public Policy & Marketing, Vol. 38, No. 1, pp. 19-35.
  38. Tronvoll, B. (2019). Digital enabled experience – the listening experience in music streaming, International Journal of Music Business Research, Vol. 8, No. 1, pp. 6-38.
  39. Tronvoll, B. & Edvardsson, B. (2019). Exploring customers' experiences of Service Co-Recovery. Service Science, Vol. 11, No. 3
  40. Vakulenko, Y., Shams, P., Hellström, D. & Hjort, K. (2019). Service innovation in e-commerce last mile delivery: mapping e-customer journey. Journal of Business Research,  Vol.101, pp. 461-468.
  41. Vakulenko, Y., Shams, P., Hellström, D. & Hjort, K. (2019). Online retail experience and customer satisfaction: The mediating role of last mile delivery. The International Review of Retail, Distribution and Consumer Research, Vol. 39, No. 3, pp. 306-320.
  42. Valtakoski, A., Reynoso, J., Maranto, D., Edvardsson, B. & Maravillo Cabrera, E. (2019). Cross-country differences in new service development: The moderating effects of national culture, Journal of Service Management, Vol. 30, No. 2, pp. 186-208.
  43. Verhulst, N., De Keyser, A., Gustafsson, A., Shams, P. & Van Vaerenbergh, Y. (2019). Neuroscience in service research: an overview and discussion of its possibilities. Journal of Service Management. Vol. 30, No. 5, pp. 621-649.
  44. Vink, J., Edvardsson, B., Wetter-Edman, K. & Tronvoll, B. (2019). Reshaping mental models - enabling innovation through service design. Journal of Service Management, Vol. 30, No. 1, pp. 75-104.
  45. Waygood, E. O. D., Friman, M., Taniguchi, A. & Olsson, L. E. (2019). Children’s life satisfaction and travel satisfaction: evidence from Canada, Japan, and Sweden. Travel Behaviour and Society, Vol. 16, pp. 214-223.
  46. Waygood, E. O. D., Olsson, L., Taniguchi, A., & Friman, M. (2019). The role of children’s independent mobility and social media use for face-to-face social interaction with friends. Transportation, pp. 1-23.
  47. Wikström, F., Williams, H., Trischler, J. & Rowe, Z. (2019). The Importance of Packaging Functions for Food Waste of Different Products in Households. Sustainability, Vol. 11, No. 9, pp. 2641.

2018

  1. Bani-Hani, I., Pareigis, J., Tona, O., and Carlsson, S. (2018). A holistic view of value generation process in a SSBI environment: a service dominant logic perspective. Journal of Decision Systems, 2018, published online, https://doi.org/10.1080/12460125.2018.1468155
  2. Bolton, R. N., McColl-Kennedy, J. R., Cheung, L., Gallan, A., Orsingher, C., Witell, L., & Zaki, M. (2018). Customer experience challenges: bringing together digital, physical and social realms. Journal of Service Management, Vol. 29(5), pp. 776-808.
  3. Caridà, A., Edvardsson, B and Colurcio, M. (2018). Conceptualizing Resources Integration as an embedded process: Martching, Resourcing and Valuing, Marketing Theory, pp. 1-12, https://doi.org/10.1177%2F1470593118772215
  4. Di Pietro, L., Edvardsson, B., Reynoso, J., Renzi, M.F., Toni, M., and Muigon R.G. (2018). A scaling up framework for innovative service ecosystems: lessons from Eataly and Kid Zania. Journal of Service Management, Vol. 29, Iss. 1 pp. 146-175.
  5. Echeverri, P., and Åkesson, M. (2018). Professional identity in service work: why front-line employees do what they do. Journal of Service Theory and Practice.
  6. Edvardsson, B., Frow, P., Jaakkola, E., Keiningham, T., Koskela-Huotari, K., Mele, C., and Toombs, A. (2018). Understanding How Context Change Foster Service Innovation. Journal of Service Management, Vol. 29, no. 5, pp. 932-955.
  7. Engen, M., and Magnusson, P. (2018). Casting for service innovation: The roles of frontline employees. Creativity and Innovation Management. Vol. 27(3), pp. 255-269. 
  8. Enquist, B. And Sebhatu, S. P. (2018). Service innovation, sustainability and quality meeting city challenges in the age of accelerations, International Journal of Quality and Service Sciences, Vol. 10 Issue: 4, pp.431-446. https://doi.org/10.1108/IJQSS-11-2017-0100
  9. Findsrud, R, Tronvoll, B and Edvardsson, B. (2018). Motivation: The missing driver for theorizing about resource integration, Marketing Theory, Vol. 18, Iss. 4, pp. 493-519.
  10. Friman, M., Gärling, T., and Ettema, D. (2018). Improvement of public transport services for non-cycling travelers. Travel Behaviour and Society. https://doi.org/10.1016/j.tbs.2018.03.004
  11. Friman, M., Rosenbaum, M. S. and Otterbring, T. (2018). The relationship between exchanged resources and loyalty intentions. The Service Industries Journal, 1-20.
  12. Friman, M., Westman, J., and L. E. Olsson (2018). Children’s Life Satisfaction and Satisfaction with School Travel. Child Indicators Research,  pp. 1-14.
  13. Gebauer, H., Saul, C.J. and Haldimann, M. (2018). Capabilities for providing socially beneficial services to consumers in low-income markets. SMR-Journal of Service Management Research, Vol. 2(1), pp.16-27.
  14. Helkkula, A., Kowalkowski, C. and Tronvoll, B. (2018). Archetypes of Service Innovation: Implications for Value Cocreation, Journal of Service Research, Vol. 21(3) pp. 284-301.
  15. Hietanen, J., Mattila, P., Sihvonen, A., Tikkanen, H. (2018). Paradox and Market Renewal: Knockoffs and Counterfeits as Doppelgänger Brand Images of Luxury, Marketing Intelligence & Planning, Vol. 36, Iss. 7, pp. 750-7603.
  16. Hurley, E., Trischler, J., and Dietrich, T. (2018). Exploring the application of co-design to transformative service research. Journal of Services Marketing, Vol. 36, pp. 715-727.
  17. Högberg, J., Shams, P., and Wästlund, E. (2018). Gamified in-store mobile marketing: The mixed effect of gamified point-of-purchase advertising. Journal of Retailing and Consumer Services.  https://doi.org/10.1016/j.jretconser.2018.07.004
  18. Kistler, B., Trischler, J., and Lohmann, G. (2018). Passenger representation within the light -handed regulation - Insights from the Australian air transport market. Transport Policy, Vol. 71, pp. 106-115.
  19. Lidestam, H., Camén C. and Lidestam B. (2018). Evaluation of costs drivers within public bus transports in Sweden, Research in Transportation Economics, Vol 69, September 2018, pp 157-164.
  20. Lättman, K. Olsson, L.E. and Friman, M. (2018). A new approach to accessibility - Examining percieved accessibility in contrast to objectively measured accessibility in daily travel. Research in Transportation Economics, Vol. 69, pp. 501-511.
  21. Löfberg, N., and Åkesson, M. (2018). Creating a service platform–how to co-create value in a remote service context. Journal of Business & Industrial Marketing , Vol. 33.(6), pp. 768-780.
  22. Mattsson, L., Williams, H., and Berghel, J. (2018). Waste of fresh fruit and vegetables at retailers in Sweden-Measuring and calculation of mass, economic cost and climate impact. Resources, Conservation and Recycling. Vol. 130, pp. 118-126.
  23. Molander, S., Fellesson, M., and Friman, M. (2018).  Market Orientation in Public Service – A comparison between buyers and providers. Journal of Nonprofit & Public Sector Marketing, Vol. 30, Iss. 1, pp 74-94.
  24. Mugion, R. G., Toni, M. Raharjo, H., Di Pietro, L., and Sebathu, S. P (2018). Does the service quality of urban public transport enhance sustainable mobility?, Journal of Cleaner Production,174,  pp. 1566-1587.
  25. Myhren, P., Witell, L., Gustafsson, A., and Gebauer, H. (2018). Incremental and radical open service innovation. Journal of Services Marketing, Vol. 32(2),  pp.101-112.
  26. Olsson, L. E., Huck, J., and Friman, M. (2018). Intention for Car Use Reduction: Applying a Stage Based Model. International Journal of Environmental Research and Public Health, Vol. 15 (2), pp. 216.
  27. Otterbring, T. (2018). Decompression zone deconstructed: Products located at the store entrance do have an impact on sales. International Journal of Retail & Distribution Management, Vol. 46 (11/12), pp. 1108-1116.
  28. Otterbring, T. (2018) Healthy or wealthy? Attractive individuals induce sex-specific food preferences. Food Quality and Preference. Vol 70, pp.11-20.
  29. Otterbring, T., and Beard, A. (2018). Men buy more from manly men. Harvard Business Review. Vol. 63, pp. 36–37.
  30. Otterbring, T., and Lu, C. (2018). Clothes, condoms, and customer satisfaction: The effect of employee mere presence on customer satisfaction depends on the shopping situation. Psychology & Marketing, Vol. 35, pp. 454-462.
  31. Otterbring, T., and Mitkidis, P. (2018). Commentary: Folk-Economic Beliefs: An Evolutionary Cognitive Model, Frontiers in Psychology, Vol. 9, Article 120.
  32. Otterbring, T., Pareigis, J., Wästlund, E, Makrygiannis, A., and Lindström, A. (2018). The relationship between office type and job satisfaction: Testing a multiple mediation model through ease of interaction and wellbeing. Scandinavian Journal of Work, Environment & Health, Vol. 44, No. 3, pp. 334-338.
  33. Otterbring, T., Ringler, C., Sirianni, N.J., and Gustafsson, A. (2018). The Abercrombie & Fitch effect: The impact of physical dominance on male customers’ status-signaling consumption. Journal of Marketing Research, Vol. 55, No. 1, pp. 69-79.
  34. Palo, T., Åkesson, M., and Löfberg, N. (2018). Servitization as business model contestation: A practice approach. Journal of Business Research. https://doi.org/10.1016/j.jbusres.2018.10.037.
  35. Patricio, L., Gustafsson, A., and Fisk, R. (2018). Upframing Service Design and Innovation to Strengthen Future Research Impact Journal of Service Research, Vol. 21(1) 3-16
  36. Piha, S., Pohjanheimo, T., Lähteenmäki-Uutela, A., Křečková, Z., and Otterbring, T. (2018). The effects of consumer knowledge on willingness to buy insect food: An exploratory study in Northern and Central Europe. Food Quality and Preference. Vol. 70, pp. 1-10.
  37. Rhodes, P., Mihalits, D., Lättman, K., Rodax, N., Hornung, S., Chistensen, A. B., ... and A.E. Nebowsky (2018). Hidden present, visible absent in the city of dreams: Assembling the collective imagination. Human Arenas, Vol. 1, Iss. 2, pp. 151-165.
  38. Saul, C. J., and Gebauer, H. (2018). Digital Transformation as an Enabler for Advanced Services in the Sanitation Sector. Sustainability, Vol. 10(3), pp. 752.
  39. Saul, C. J., & Gebauer, H. (2018). Born solution providers–Dynamic capabilities for providing solutions. Industrial Marketing Management.  Industrial Marketing Management. Vol. 73, pp. 31-46. 
  40. Sihvonen, A., and Pajunen, K. (2018). Causal complexity of new product development processes: a mechanism-based approach, Innovation, published online, https://doi.org/10.1080/14479338.2018.1513333
  41. Skålén, P., Karlsson, J., Engen, M. and Magnusson, P. (2018). Understanding public service innovation as resource integration and creation of value propositions, Australian Journal of Public Administration, Vol. 77, No. 4, pp. 700-714.
  42. Sukhov, A. (2018). The role of perceived comprehension in idea evaluation, Creativity and Innovation Management, Vol. 27 (2), pp. 183-195.
  43. Sukhov, A., Sihvonen, A., Olsson, L.E., and Magnusson, P. (2018). That makes sense to me: Openness to change and sensemaking in idea screening. International Journal of Innovation Management, Vol. 22, No. 8.
  44. Trischler, J., Kristensson, P. and Scott, D. (2018). Team diversity and its management in a co-design team. Journal of Service Management, Vol. 29 (1), pp. 120-145.
  45. Trischler, J. and Lohmann, G. (2018). Monitoring quality of service at Australian airports: A critical analysis, Journal of Air Transport Management,  Vol. 67, pp. 63-71.
  46. Trischler, J., Pervan, S.J., Kelly, S.J., and Scott, D.R. (2018). The Value of Codesign: The Effect of Customer Involvement in Service Design Teams, Journal of Service Research, Vol. 21(1), pp. 75-100.
  47. Trischler, J., Zehrer A., and J. Westman (2018). A designerly way of analyzing the customer experience, The Journal of Services Marketing, Vol. 32, No. 7 pp. 106-115.
  48. Valtakoski, A., and Witell, L. (2018). Service capabilities and servitized SME performance: contingency on firm age. International Journal of Operations & Production Management, Vol. 38(4), pp. 1144-1164.
  49. Waygood, E. O. D., Friman, M., Taniguchi, A. and Olsson, L. E., (2018). Children’s Life Satisfaction and Travel Satisfaction: Evidence from Canada, Japan, and Sweden. Travel Behaviour and Society, available online https://doi.org/10.1016/j.tbs.2018.04.004
  50. Wetter-Edman, K., Vink, J. and Blomkvist, J. (2018). Staging aesthetic disruption through design methods for service innovation. Design Studies, Vol. 55, pp. 5-26.
  51. Wikström, F., Verghese, K., Auras, R., Olsson, A., Williams, H., Wever, R., Grönman, K., Kvalvåg Pettersen, M., Møller, H., and Soukka, R. (2018). Packaging Strategies that Save Food – A Research Agenda for 2030. Journal of Industrial Ecology. https://doi.org/10.1111/jiec.12769.
  52. Williams, H., Wikström, F., Wetter-Edman, K. and Kristensson, P. (2018). How Packaging Functions Affect the Fate of Used Packaging in Selected Swedish Households. Sustainability 10:12. 4794. https://www.mdpi.com/2071-1050/10/12/4794
  53. Wästlund, E., Shams, P., and Otterbring, T. (2018). Unsold is unseen...or is it? Examining the role of peripheral vision in the consumer choice process using eye-tracking methodology. Appetite, Vol. 120, pp. 49-56.
  54. Yoho, K.D., Ford, R., Edvardsson, B., and Dahlinger, F. (2018). Moving "The Greatest Show on Earth": W.C. Coup as an innovation champion. Journal of Management History, Vol. 24, No. 1, pp. 76-98.

2017

  1. Bruggen, E.C., Hogreve, J., Holmlund, M., Kabadayi, S., and M. Löfgren (2017) Financial well-being: A conceptualization and research agenda. Journal of Business Research, Vol. 79, pp. 228-237.
  2. Durl, J., Trischler, J., and T. Dietrich (2017) Co-designing with young consumers - reflections, challenges and benefits. Young Consumers, Vol. 18, No. 4, pp. 439.
  3. Echeverri, P. (2017) In situ Methodology: Outlining a New Direction for Service Research. European Review of Service Economics and Management,  Vol. 1 No. 3, pp. 77-103.
  4. Echeverri, P. (2017). Co-creating sociality: organizational identity and marketing in voluntary organizations. The Service Industries Journal, pp.1-21.
  5. Echeverri, P. and Salomonson, N. (2017) Bi-directional and Stratified Demeanor in Value Forming Service Encounter Interactions, Journal of Retailing and Consumer Services,  Vol. 36, pp. 93-102.
  6. Echeverri, P. and Salomonson, N. (2017) Embodied Value-co-creation: A turn-taking perspective on service encounter interactions. Journal of Creating Value, Vol. 3, No. 1, pp. 1-17.
  7. Echeverri, P. and Salomonson, N. (2017) Consumer vulnerability during mobility service interactions: causes, forms and coping. Journal of Marketing Management, Manuscript under review
  8. Ettema, D., Friman, M., Olsson, L.E., and T. Gärling (2017) Season and weather effects on travel-related mood and travel satisfaction. Frontiers in Psychology, Vol. 8, Article 140.
  9. Forkmann, S., Henneberg, S. C., Witell, L., and Kindström, D. (2017). Driver Configurations for Successful Service Infusion. Journal of Service Research,  Vol. 20, (3), 275-291.
  10. Friman, M., Gärling. T, Ettema, D., and L.E. Olsson (2017) How does travel affect emotional well-being and life satisfaction? Transportation Research Part A, 106, pp. 170-180.
  11. Friman, M., Huck, J., and L.E. Olsson (2017) Transtheoretical Model of Change druing Travel Behavior Interventions: An Integrative Review. International Journal of Environmental Research and Public Health, Vol. 14, Iss. 6, pp. 581.
  12. Friman, M., Olsson, L. E., Ståhl, M., Ettema, D., and Gärling, T. (2017). Travel and residual emotional well-being. Transportation Research Part F: Transport Psychology and Behaviour, Vol. 49, pp.159-176.
  13. Gebauer, H., Haldimann, M., & Saul, C. J. (2017). Competing in business-to-business sectors through pay-per-use services. Journal of Service Management, 28(5), 914-935.
  14. Gebauer, H., Haldimann, M., & Jennings Saul, C. (2017). A typology for management innovations: Analyzing the actual state of art and conducting case study research. European Journal of Innovation Management, 20(4), 514-533.
  15. Gebauer, H., Haldimann, M., & Saul, C. J. (2017). Business model innovations for overcoming barriers in the base-of-the-pyramid market. Industry and Innovation, 24(5), 543-568.
  16. Gebauer, H., Saul, C. J., & Haldimann, M. (2017). Business model innovation in base of the pyramid markets. Journal of Business Strategy, 38(4), 38-46.
  17. Gebauer, H., Saul, C. J., Haldimann, M., & Gustafsson, A. (2017). Organizational capabilities for pay-per-use services in product-oriented companies. International Journal of Production Economics. Vol. 192, pp. 157-168. doi.org/10.1016/j.ijpe.2016.12.007
  18. Gustafsson, A., and D. Bowen (2017) The curious case of interdisciplinary research deficiency: Cause or symptom of what truly ails us? Journal of Business Research, Vol. 79, pp. 212-218. 
  19. Gärling, T. (2017). Travel-related feelings: review, theoretical framework, and numerical experiments. Transportation Letter, Online, doi:10.1080/19427867.2017.1300399.
  20. Jaakkola, E., Meiren, T., Witell, L., Edvardsson, B., Schäfer, A., Reynoso, J, Sebastiani, R., and D. Weitlaner (2017). Does one size fit all? New service development across different types of services. Journal of Service Management, Vol. 28, Iss. 2, pp. 329-347.
  21. Jouny-Rivier, E., Reynoso, J., and B. Edvardsson (2017) Determinants of services co-creation with business customers. Journal of Services Marketing, Vol. 31, Iss. 2, pp. 148-160.
  22. Koskull, C., Strandvik, T. and Tronvoll, B. (2016) Emotional strategizing in service innovation. Management Decision, Vol. 54, Iss. 2, pp. 270 - 287.
  23. Kristensson, P., Wästlund, E., and M. Söderlund (2017) Influencing consumers to choose environment friendly offerings: Evidence from field experiments. Journal of Business Research, Vol. 76, pp. 89-97.
  24. Lohmann, G., and Trischler J. (2017) Licence to build, licence to charge? Market power, pricing and the financing of airport infrastructure development in Australia. Transport Policy, Vol. 59, pp. 28-37.
  25. Lättman, K. (2017). Book review: Planning for Public Transport Accessibility: an international sourcebook. By Curtis, C. and Scheurer, J.(2016). London: Routledge, ISBN: 978-1472447241. Journal of Transport Geography, Vol. 62, 263-264.
  26. McColl-Kennedy, J.R., Hogan, S.J., Witell, L. and Snyder, H., (2017) Cocreative customer practices: Effects of health care customer value cocreation practices on well-being. Journal of Business Research, Vol. 70, pp. 55-66.
  27. McColl-Kennedy, J. R., Snyder, H., Elg, M., Witell, L., Hekkula, A., Hogan, S.J., and L. Anderson (2017). The changing role of the health care customer: review, synthesis and research agenda. Journal of Service Management, Vol. 28, No. 1, pp. 2-33.
  28. Molander, S. (2017) Changing roles and new perspectives: towards market orientation in public transport. Transportation, published online
  29. Olsson, L.E, Gärling, T., Ettema, D., Friman, M., and M. Ståhl (2017) Current moods vs. recalled impacts of current moods after exposures to sequences of uncertain monetary outcomes.Frontiers in Psychology, Vol. 8, Article 66.
  30. T. Otterbring (2017) Smile for a while: the effect of employee-displaced smiling on customer affect and satisfaction. Journal of Service Management, Vol. 28, No. 2, pp. 284-304.
  31. Perks, H., C, Kowalkowski, L. Witell, and A. Gustafsson (2017) Network orchestration for value platform development, Industrial Marketing Management, Vol. 67, pp. 106-121 
  32. Polese, F., Pels, J., Tronvoll, B., Bruni, R., Carrubbo, L. (2017) A4A relationships. Journal of Service Theory and Practice, Vol. 27, No. 5, pp.1040-1056.
  33. Reyonoso, J., and B. Edvardsson (2017) Determinants of Co-Creation of B-to-B Services. Journal of Services Marketing, Vol. 31, No. 2, pp. 85-103.
  34. Rosenbaum, M. S., Kelleher, C., Friman, M., Kristensson, P., Scherer, A. (2017). Re-placing Place in Marketing: A resource-exchange place perspective. Journal of Business Research. Vol. 79, pp. 281-289.
  35. Skarin, F., Olsson, L. E., Roos, I., and M. Friman (2017) The household as an instrumental and effective trigger in intervention programs for travel behavior change. Travel Behavior and Society 6, pp. 83-89.
  36. Sundström, E., Karlsson, J. and C. Camén (2017) Service innovation as a political process. The Service Industries Journal, Vol. 37 Iss. 5/6, pp. 341-362.
  37. Tronvoll, B. (2017) The Key Determinator in Service Ecosystems. Systems, Vol. 5, No. 38, pp. 1-14.
  38. Tronvoll, B. and Mysen, T. (2017) Emosjoner i kundedrevet samskaping av tjenester. Magma, Vol. 4, pp. 54-62.
  39. Vargo, S., Koskela-Huotari, K., Baron, S., Edvardsson, B., Reynoso, J., and M. Colurcio (2017) A systems perspective on markets - Toward a research agenda. Journal of Business Research. Vol. 70, No. 10. pp. 260-268.
  40. Verleye, K., Jaakkola, E., Hodgkinson, I.R., Gyuchan, T., Odekerken-Schröder, J.G., and J. Quist (2017) What causes imbalance in complex service networks? Evidence from a public health service. Journal of Service Management, Vol. 28, Iss. 1. pp. 34-56.
  41. Vorhees, C.M., Fombelle, P.W., Gregoire, Y., Bone, S., Gustafsson, A., Sousa, R., and T. Walkowiak (2017) Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens.Journal of Business Research, Vol. 79, pp. 269-280.
  42. Waygood, E. O., Friman, M., Olsson, L. and Taniguchi, A. (2017). Children’s incidental social interaction during travel: international case studies from Canada, Japan, and Sweden. Journal of Transport Geography, Vol. 3, 22-29
  43. Waygood, E. O., Friman, M., and Olsson, L. E. (2017). Editorial for the Special Issue of Transport and Child Well-Being. Travel Behavior and Society, Vol. 9, 29–31.
  44. Waygood, E. O., Friman, M., Olsson, L. E. and Taniguchi, A. (2017). Transport and Child Well-Being: An integrative review. Travel Behavior and Society, Vol. 9, pp. 32-49.
  45. Westman, J., Friman, M., and L. E. Olsson (2017) What drives them to drive?- Parents' reasons for choosing the car to take their children to school. Frontiers in Psychology, Vol. 8, Article 1970.
  46. Westman, J., Olsson, L. E., Gärling, T., and Friman, M. (2017). Children’s travel to school: Satisfaction, current mood, and cognitive performance. Transportation, Vol. 44, Iss. 6, pp. 1365–1382.
  47. Witell, L., Gebauer, H., Jaakkola, E., Hammedi, W., Patricio, L., and H. Perks (2017) A bricolage perspective on service innovation. Journal of Business Research, Vol. 79, 290-298.

2016

  1. Aal, K., Di Pietro, L., Edvardsson, B., Renzi, M. F., and R. Guglielmetti Mugion (2016) Innovation in service ecosystems. Journal of Service Management, Vol 27, no 4, 2016.
  2. Andersson, P., Gustafsson, A., Kristensson, P., and E. Wästlund (2016) The effect of frontline employees' personal self-disclosure on consumers' encounter experience, Journal of Retailing and Consumer Services. Vol. 30, pp. 40-49.
  3. Andersson, P., Kristensson, P., and E. Wästlund (2016) The effect of gaze on consumers' encounter evaluation. International Journal of Retailing and Distribution Managment, In Press 
  4. Andersson, P., Kristensson, P., Wästlund, E., and A. Gustafsson (2016) I'll tell you something private and you'll buy from me-effects on self-disclosure on reciprocity; Journal of Consumer Retailing and Service, In Press.
  5. Andreassen, T.W., Kristensson, P., Lervik-Olsen, L., Parasuraman, A., McColl-Kennedy, J. R., Edvardsson, B., and M. Corulcio (2016) Linking Service Design to Value Creation and Service Research Journal of Service Management, Vol. 27, No. 1, pp. 21-29.
  6. Breivold, R. and Skålén, P. (2016) ‘Lifestyle Entrepreneurs and their Identity Construction: A Study of the Tourism Industry’, Tourism Management, 56 (October): 96-105.
  7. Brodie, J. R., and A. Gustafsson (2016) Guest Editorial: Enhancing theory development in service research. Journal of Service Managemenet, Vol. 27, No. 1, pp. 2-8.
  8. Bröchner, J, Camén C. Eriksson, H. and Garvare, R. (2016) Quality and Leagal Asppects in Public Care Procurement, The TQM Journal, Vol. 28 No. 4, pp. 648.
  9. Camén, C. and Lidestam, H. (2016) Dominating factors contributing to the hig(er) cost for public bus transport in Sweden, Research in Transportation Economics, Vol 59, November, pp. 292-296.
  10. Charitsis, V. (2016) Prosuming (the) self, Ephemera, Vol. 16, (3) pp. 37-59.
  11. Fellesson, M. and N. Salomonson (2016) The expected retail customer: Value co-creator, co-producer or disturbance? Journal of Retailing and Consumer Services, Vol. 30, pp. 204-211.
  12. Gustafsson, A., Högström, C., Radnor, Z., Friman, M., Heinonen, K., Jaakkola, E., and C. Mele (2016) Developing service research - paving the way to transdisciplinary research. Journal of Service Management, Vol. 27, No. 1, pp. 9-20.
  13. Högström, C., Davoudi, S., Löfgren, M., and M. Johnson (2016) Relevant and preferred public service: A study of user experiences and value creation in public transit. Public Management Reveiw, Vol. 18, No. 1, pp. 65-90.
  14. Johansson, T, Siverbo, S. and Camén C. (2016)  Managing cooperation, coordination, and legitimacy: control of contracted public services. Accounting, Auditing & Accountability Journal, Vol. 29 Iss 6 pp. 1012 - 1037
  15. Koskela-Huotari, K.. Edvardsson, B., Jonas, J.M., Sörhammar, D., and L. Witell (2016) Innovation in service ecosystems - Breaking, making, and maintaining institutionalized rules of resource integration. Journal of Business Research,  Vol. 69, No. 8, pp. 2964-2971.
  16. Koskela-Huotari, K., and S. Vargo (2016) Institutions as resource context. Journal of Service Theory and Practice, Vol. 26, No. 2, pp. 163-178.
  17. Letaifa, S.B., Edvardsson, B., and B. Tronvoll (2016) The role of social platforms in transforming service ecosystems. Journal of Business Research, Published online.
  18. Lusch, R. F., Vargo, S., and A. Gustafsson (2016) Fostering a trans-disciplinary perspectives of service ecosystems. Journal of Business Research, In Press
  19. Lättman, K., Olsson, L.E., and M. Friman, M. (2016). Development and test of the Perceived Accessibility Scale (PAC) in public transport. Journal of Transport Geography, 54, 257–263.
  20. Lättman, K., Olsson, L.E., and M. Friman (2016) Perceived accessiblilty as a potential indicator of social inclusion. Social Inclusion, Vol. 4 Iss. 3.
  21. Magnusson, P.R., Wästlund, E., and J. Netz (2016) Exploring users' appropriateness as a proxy for experts when screening new product/service ideas. Journal of Product Innovation Management, Vol. 33, No. 1, pp. 4-18.
  22. Martin, D., Gustafsson, A., and S. Choi (2016) Service innovation, renewal, and adoption/rejection in dynamic global contexts. Journal of Business Research, In Press
  23. Otterbring, T. (2016) Touch forbidden, consumption allowed: Counter-intuitive effects of touch restrictions on customer' purchase behavior. Food Quality and Preference, Vol. 50, pp. 1-6
  24. Otterbring, T., Wästlund, E., and A. Gustafsson (2016) Eye-tracking customers' visual attention in the wild: Dynamic gaze behavior moderates the effect of store familiarity on navigational fluency. Journal of Retailing and Consumer Services, Vol. 28, pp. 165-170.
  25. Siltaloppi, J., Koskela-Huotari, K., and S. L. Vargo (2016) Institutional complexity as a driver for innovation in service ecosystems. Service Science, Vol 8, No 3, pp 333-343.
  26. Skålén, P., and B. Edvardsson (2016) Transforming from Goods to Service-Dominant Logic, Marketing Theory, Vol. 16, no. 1 pp. 101-121.
  27. Snyder, H., Witell, L., Gustafsson, A., Fombelle, P., and P. Kristensson (2016) Identifying categories of service innovation: A review and synthesis of the literature. Journal of Business Research, In Press
  28. Voss, C,. Perks, H., Sousa, R., Witell, L,. and N.V. Wunderlich (2016) Reflections on context in service research. Journal of Service Management, Vol. 27, No. 1, pp. 30-36.
  29. Westman, J., Olsson, L.E., Gärling, T., and M. Friman (2016) Children's travel to school:satisfaction, current mood and cognitive performance. Transportation, published online.
  30. Wieland, H., Koskela-Huotari, K., and S. Vargo (2016) Extending actor participation in value creation: an institutional view. Journal of Strategic Marketing, Vol. 24, No. 3, pp. 210-226.
  31. Wikström F., Williams, H., and G. Venkatesh (2016) The influence of packaging attributes on recycling and food waste behaviour - an environmental comparison of two packaging alternatives. Journal of cleaner production, 137: 895-902
  32. Witell, L., Snyder, H., Gustafsson, A., Fombelle, P., and P. Kristensson (2016) Defining service innovation: A review and synthesis. Journal of Business Research, In Press
  33. Åkesson, M., Skålén, P., Edvardsson, B., and A. Stålhammar (2016) Value proposition test-driving for service innovation: How frontline employees innovate value propositions. Journal of Service Theory and Practice [Formerly known as Managing Service Quality], Vol. 26, No. 3.

2015

  1. Cova, B., Pace, S., and P. Skålén (2015) Marketing with working consumers: The case of a carmaker and its brand community. Organization, Vol. 22, No. 5, pp. 682-701.
  2. Cova, B., Pace, S., and P. Skålén (2015) Brand volunteering: Value co-creation with unpaid consumers. Marketing Theory, 2015.
  3. Edvardsson, B. (2015) Invited Commentary - Relative or absolute measures and metrics: That is the question? Global Economics Management Review, Vol. 20, pp. 26-27.
  4. Engen, M., and P.R. Magnusson (2015) Exploring the role of frontline employees as innovators. Service Industries Journal, Vol. 35, pp. 303-324.
  5. Enquist, B., Petros Sebhatu, S., and M. Johnson (2015) Transcendence for business logics in value networks for sustainable service business. Journal of Service Theory and Practice, Vol. 25, No. 2, pp. 181-197.
  6. Frostell, B. M., Sinha, R., Asseffa, G., and L. E. Olsson (2015) Modeling both direct and indirect environmental load of purchase decisions: a web-based tool addressing houshold metabolism. Environmental Modelling & Software, Vol. 71, pp. 138-147.
  7. Gustafsson, A., Lerzan, A., Brady, M.K., McColl-Kennedy, J., Sirianni, N., Witell, L. and N. Wuenderlich (2015) Conducting Service Research that Matters, Journal of Service Marketing, Vol. 29, Issue 6/7, pp. 425-429.
  8. Gärling, T., Ettema, D., and M. Friman (2015) Are Citizens not Accuratly Informed About Long-Term Societal Costs of Unsustainable Travel or Do They not Care. Travel Behavior and Society, Vol. 26, pp. 10-17.
  9. Huneke, T., Moeller, S., Shams, P., and A. Gustafsson (2015) Does Service Employee's Appearance make a Difference for the Healthiness of Food Choice? Psychology and Marketing, Vol. 32 (1), pp. 94-106.
  10. Högström, C., Gustafsson, A., and B. Tronvoll (2015) Strategic brand management: Archetypes for managing brands through paradoxes. Journal of Business Research, Vol. 68, Issue 2, Feb. 2015, pp. 391-404.
  11. Johansson-Hidén, B. (2015) Discourses on municipal protection and safety work prior to the introduction of the 'Civil Protection Act Against Accidents' and five years later. Safety Science, Vol. 76, pp. 1-11.
  12. Karlsson, J., and P. Skålén (2015) Exploring front-line employee contributions to service innovation. Europeean Journal of Marketing, Vol. 49, No. 9/10, 2015, pp.1346-1365.
  13. Laamanen, M. and P. Skålén (2015) Collective-conflictual value co-creation: A strategic action field approach. Marketing Theory, 2015 in press.
  14. Löfberg, N., Witell, L. and A. Gustafsson (2015) Service Maneuvers to Overcome Challenges of Servitization in a Value Network Production Planning & Control, Vol. 26 Issue 14/15, p1188-1197.
  15. McColl-Kennedy, J., Gustafsson, A., Jaakkola, E., Klaus, P., Radnor, Z., Perks, H., and M. Friman (2015) Fresh perspectives on Customer Experience, Journal of Service Marketing, Vol. 29, Issue 6/7, pp.  436-441.
  16. Rundh, B., and, P. Gottfridsson (2015) Delivering sports events: the arena concept in sports from a network perspective. Journal of Business & Industrial Marketing, Vol. 30, Iss. 7, pp. 785-794.
  17. Skålén, P., Abdul Aal, K. and B. Edvardsson (2015) Cocreating the Arab Spring: Understanding Transformation of Service Systems in Contention. Journal of Service Research, 2015.
  18. Skålén, P., Gummerus, J., Von Koskull, C., and P. Magnusson (2015) Exploring value propositons and service innovation: a service-dominant logic study. Journal fo the Academy of Marketing Science, Vol. 43, No. 2, pp.137-158.
  19. Skålén, P., Pace, S., and B. Cova (2015) Firm-brand community value co-creatioin as alignment of practices. European Journal of Marketing, Vol.49, Iss. 3/4, pp.596-620.
  20. Waygood, E.O.D and M. Friman (2015) Children's travel and incidental community connections.Travel Behaviour and Society, 2015.
  21. Witell, L., Anderson, L., Brodie, R., Colurcio, M., Evardsson, B., Lervik-Olsen, L., Sebastini, R., and T. Wallin Andreassen (2015)  Exploring dualities of service innoavtion: implications for service research. Journal of Services Marketing, Vol., 29, Issue 6/7, pp. 436-441.
  22. Wästlund, E., Otterbring, T., Gustafsson, A., and P. Shams (2015) Heuristics and resource depletion: eye-tracking customers' in situ gaze behavior in the field. Journal of Business Research, Vol. 68, pp. 95-101.
  23. Wästlund, E., Sponseller, K., Pettersson, O., and A. Bared (2015) Evaluating gaze-driven power wheelchair with navigation support for persons with disabilities. Journal of Rehabilitation Research & Development, Vol 52, No. 7 pp. 815-826.

2014

  1. Bolton, R.N., Gustafsson, A., McColl-Kennedy, J., Sirianni, N.J., and D.K Tse (2014) Small details can make big difference - A radical apporach to consumption experience as a firm's differentiating strategey. Journal of Service Managment, Vol. 25, No. 22, pp. 253-274.
  2. Edvardsson, B., Kleinaltenkamp, M., Tronvoll, B., McHugh, P. and C. Windahl (2014) Institutional logics matter when coordinating resource integration. Marketing Theory, Vol., 14, No. 4 pp.1-19.
  3. Edvardsson, B., Kowalkowski, C., Strandvik, T., and P. Voima (2014) Negative critical waves in business relationships: an extension of the critical incident perspective. Journal of Business & Industrial Marketing, Vol. 29, No. 4, pp. 284-294.
  4. P. Gottfridsson (2014) Different actors' roles in small companies service innovation. Journal of Services Marketing, Vol. 28, Iss. 7, pp. 547-557.
  5. P. Gottfridsson (2014) Service Development in small companies: a communication and learning process. Journal of Small Business and Enterprise Development, Vol. 21, Iss. 3, pp. 489-504.
  6. Gottfridsson, P. and A. Stålhammar (2014) Transforming the service idea - a communication and learning process. International Journal of Quality and Service Sciences, Vol. 6, No. 1, pp. 2-16.
  7. Gremyr, I., Witell, L., Löfberg, N., Edvardsson, B., and A. Fundin (2014) Understanding new service development an service Innovation through innovation modes. Journal of Business & Industrial Marketing, Vol. 29, No. 2. pp. 123-131.
  8. Klaus, P. and B. Edvardsson (2014) Guest Editorial, The road back to relevance. How to put marketing (and marketing scholars) back on the Top Managments' agendas. Journal of Service Management, Vol. 25, No. 2, pp. 166-170.
  9. Klaus, P., Edvardsson, B., Keiningham, T.L., and T. Gruber (2014) Getting in with the "In" crowd: how to put marketing back on the CEO's agenda. Journal of Service Management, Vol. 25, No. 2, pp.195-212.
  10. Kristensson, P., Brunström, A., and T. Pedersen (2014) Predicting, experiencing, and remembering the value of new healht care ICT service. Behavior and Information Technology, Vol. 34, No. 10, pp. 964-975.
  11. Lervik, L., Witell, L. and A. Gustafsson (2014) Turning customer satisfaction measurements into action. Journal of Service Management, Vol. 25, No. 4, pp. 556-571.
  12. Löfberg, N., Witell, L., and A. Gustafsson (20149 Service Maneuvers to Overcome Challenges of Servitization in a Value Network. Production Planning & Control, Vol. 26, Issue 14/15, pp. 1188-1197.
  13. Otterbring, T., Löfgren, M., and M. Lestelius (2014) Let there be light! An intial Exploratory Study on Whether Lighting Influences Consumer Evaluations of Packaged Food Products. Journal of Sensory Studies, Vol. 29, no. 4, pp. 294-300.
  14. Otterbring, T., Wästlund, E., Gustafsson, A., and P. Shams (2014) Vision (im)possible? The effects of in-store signage on customer' visual attention. Journal of Retailing and Consumer Services, Vol. 16, pp. 676-684.
  15. Magnusson, P.R., Netz, J., and E. Wästlund (2014) Exploring holistic intuitive idea screening in the light of formal criteria, Technovation, 2014.
  16. Magnusson, P.R., Wästlund, E., and J. Netz (2014) Exploring Users' Appropriateness as a Proxy for Experts When Screening New Product/Service Ideas. Journal of Product Innovation Managment (2014)
  17. Pousette, S., Löfgren, M., Nilsson, B., and A. Gustafsson (2014) An Extended Method to Measure Overall Consumer Satisfaction with Packaging. Packaging Technology and Science, Vol 27, pp. 727-738.
  18. Salomonsson, N., and M. Fellesson (2014) Tricks and tactics used against troublesome travelers-Frontline staff's experiences from Swedish buses and trains. Research in Transportation Business & Managment, Vol. 10, pp. 53-59.
  19. Styhre, A., Coupland, C., Fougère, M., Lindgren, M., Pettersen, I. J., Skålén, P., & Vendelø, M. T. (2014). ‘End-of-term editorial: On (Scandinavian) management studies: What works, what doesn’t, and what can we do better?’. Scandinavian Journal of Management, 4(30), 461-469.
  20. Suzuki, H., Fujii, S., Gärling, T., Ettema, D., Olsson, L.E., and M. Friman (2014) Rules for aggregated satisfaction with work commutes. Transportation, Vol. 41, no. 3, pp. 495-506.
  21. Taniguchi, A., Grääs, C., and M. Friman (2014) Satisfaction with travel, goal achievement, and voluntarily behavioral change. Transportation Research, Part F: Traffic Psychology and Behavior, Vol. 2, pp. 10-17.
  22. Wetter-Edman, K., Sangiorgi, D., Edvardsson, B., Holmlid, S., Grönroos, C., and T. Mattelmäki (2014) Design for value co-creation: Exploring synergies between design for service and service logics. Journal of Service Science, Vol. 6, No. 2, pp. 106-121.
  23. Witell, L., Edvardsson, B., Meiren, T. and A. Schäfer (2014) New Service Development in Manufacturing Firms - Similarities and Differences with New Service Development and New Product Development. The Journal of Applied Management and Entrepreneurship, Vol. 19, No 3, pp. 35-49.
  24. Witell, L., Gustafsson, A., and M.D. Johnson (2014) The effect of customer information during new product development on profits from goods and services. Europeean Journal of Marketing, Vol. 48, No. 9/10, pp. 1709-1730.
  25. Xu, Y. and Marshall, R., Edvardsson, B., and B. Tronvoll (2014)  Show you care: initiating co-creation in service recovery. Journal of Service Management, Vol. 25, No. 3, pp. 369-387.
  26. Xu, Y., Tronvoll, B., and B. Edvardsson (2014) Recovering Service Failure through Resource Integration, Service Industries Journal, Vol. 34, No. 16, pp. 1253-1271.
  27. Åkesson, M., Edvardsson, B., and B. Tronvoll (2014) Customer experience from a self-service system perspecitve. Journal of Service Management, Vol. 25, No. 5, 2014.

2013

  1. Edvardsson, B. and B. Tronvoll (2013) A new conceptualization of service innovation grounded in S-D logic and service systems. International Journal of Quality and Service Sciences, Vol. 5, No. 1, pp. 19-31.
  2. Edvardsson, B., Gloria, N., Chao, Z.M., and R. Firth (2013) Why is service-dominant logic based service system better? International Journal of Quality and Service Sciences, Vol. 5, No. 2, pp. 171-190.
  3. Edvardssson, B., Meiren, T., Schäfer, A., and L. Witell (2013) Having a strategy for new service development - does it really matter? Journal of Service Management, Vol. 24, No. 1, pp. 25-44.
  4. Eriksson, L., Friman, M., and T. Gärling (2013) Perceived attributes of bus and car mediating satisfaction with the work commute. Transportation Research Part A, 47, 87-96.
  5. Erno, S., Laine, T., Roos, I., Soumala, P., and L. Pitkänen (2013) Applying SPAT for understanding B-to-B supplier switching processes, Managing Service Quality, Vol. 23. Issue 4, pp. 321-340.
  6. Ettema, D., Gärling, T., Olsson, L.E., Friman, M., and S. Moerdjik (2013) The road to happiness: Measuring Dutch car drivers' satisfaction with travel. Transport Policy, Vol. 27, pp. 171-178.
  7. Fellesson, M., Salomonson, N., and A. Åberg (2013) Troublesome travellers - the service system as a trigger of customer misbehaviour. International Journal of Quality and Service Sciences, Vol. 5. no. 3, pp. 256-274.
  8. Fougère, M., and P. Skålén, (2013) Extension in the Subjectifying Power of Marketing Ideology in Organizations: A Foucauldian Analysis of Academic Marketing. Journal of Marcromarketing, Vol. 33, no. 1, pp. 13-28.
  9. Friman, M., Larhult, L., and T. Gärling (2013) An analysis of soft transport policy measures implemented in Sweden to reduce prevate care use. Transportation, 40, pp. 109-129.
  10. Fyrberg-Yngfalk, A., Pace, S., Cova, B., and P. Skålén (2013) Control and Power in On-line Consumer Tribes: The Role of Confessions. Research in Consumer Behavior, edited by Russel Belk, Linda Price and Lisa Penaloza, 15:325-350.
  11. Gruber, T., Abosag, I., Reppel, A., Szmigin, I., and M. Löfgren (2013) Does culture impact preferred employee attributes in complaint - handling encounters? Total Quality Management, Vol. 24, no. 11/12, pp. 1301-1315.
  12. Holmqvist, M., Maravelias, C., and P. Skålén (2013) Identity regulation in neo-liberal societies: Constructing the 'occupationally disabled' individual. Organization, Vol. 20, no.2, pp. 193-211.
  13. Johansson, E., Witell, L., and M. Elg (2013) Changing quality initiative - does the quality profile really change? Total Quality Managment & Business Excellence, Vol. 24, Vol. 1-2, pp. 79-90.
  14. Johansson, E., Witell, L., and Å. Rönnbäck (2013) Using intervantions to change the quality profile of an organisation,International Journal of Quality and Service Sciences, Vol. 5, Iss. 1, pp. 32-45.
  15. Kowalkowski, C., Witell, L., and A. Gustafsson (2013) Any way goes: Identifying value constellations for service infusion in SMEs, Industrial Marketing Management, Vol. 42, pp. 18-30.
  16. Otterbring, T., Shams, P., Wästlund, E., and A., Gustafsson (2013) Left isn't always right: placement of pictorial and textual package elements. British Food Journal, Vol. 115, No. 8, pp. 1211-1225. 
  17. Rajagopal, S., Guo, L., and Edvardsson, B. 2013, Role of resource integraton in adoption of medical tourism service, International Journal of Quality and Service Sciences, Vol. 5, No. 3, pp. 321-336.
  18. Redman, L., Friman, M., Gärling, T., and T. Hartig (2013) Quality attributes of public transport that attract car users. A research review. Transport Policy, Vol. 25, pp. 119-127.
  19. Roos, I., Löfgren, M., and B. Edvardsson (2013) Customer-support service from a relationship perspective: Best practice for Telekom. Manangement Research and Practice, Vol.5, Iss. 2, pp. 5-21.
  20. Salomonson, N., Allwood, J., Lind, M., and H. Alm (2013) Comparing human-to-humand and human-to-AEA communication in service encounters. Journal of Business Communication, 50, (1) pp. 87-116.
  21. Suzuki, H., Fujii, S., Gärling, T., Ettema, D., Olsson, L.E, and M. Friman (2013) Rules for aggregated satisfaction with work commutes, Transportation, Vol. 40, No. 4.
  22. Tarasi, C. O., Bolton, R. N., Gustafsson, A., and B. A. Walker, (2013) Relationship characteristics and cash flow variability: Implication for satisfaction, loyalty, and customer portfolio management. Journal of Service Research.
  23. Westman, J., Johansson, M., Olsson, L.E., Mårtensson, F., and M. Friman (2013) Children's affecitve experience of every-day travel. Transport Geography, Vol. 29, pp. 95-102.
  24. Witell, L., and M. Löfgren (2013) From service for free to service for fee: business model innovation in manufacturing firms. Journal of Service Management, Vol. 24, No. 5, pp. 520-533.
  25. Witell, L., Löfgren, M., and J. Dahlgaard (2013) Theory of attractive quality and the Kano methodology - the past, the present, and the future. Total Quality Management. Vol. 24, no. 11/12, pp. 1241-1252.

 2012

  1. Andersson, P. K., Kristensson, P., Wästlund, E., and A. Gustafsson (2012) Let the music play ... or Not: The Influence of Backgorund Music on Consumer Behavior. Journal of Reataling and Consumer Services, Vol 19, No. 6, pp. 553-560.
  2. Camén, C, Gottfridsson, P and Rundh, B, (2012), Contracts as a Cornerstone in the Relationship Building, International Journal of Quality and Service Science Vol. 4 Iss: 3, pp.208 - 223
  3. Echeverri, P., Salomonson, N., and A. Åberg (2012) Dealing with customer misbehaviour: Employees' tactics, practical judgement and implicit knowledge. Marketing Theory, 2012.
  4. Edvardsson, B., Kristensson, P., Magnusson, P., and E. Sundström (2012) Customer integration within service development - A review of methods and an analysis of insitu and exsitu contributions. Technovision, 2012.
  5. Edvardsson, B., Tronvoll, B., and P. Skålén (2012) Service systems as a foundation for resource integration and value co-creation. Review of Marketing Research, Vol. 9, no. 2, pp. 79-126.
  6. Elg, M., Engström, J., Witell, L. and B. Poksinska (2012) Co-creation an learning in health-care service development. Journal of Service Managment, Vol. 23, No. 3, 2012, pp. 328-343.
  7. Eriksson, L., Friman, M., and T. Gärling (2012) Percieved attributes of bus and car mediating satisfaction with the work commute. Transportation Research Part A, 2012.
  8. Ettema. D., Friman, M., Gärling, T., and L.E. Olssson (2012) How in-vehicle activities affect work commuters' satisfaction with public transport. Journal of Transport Geography, 2012.
  9. Ford, R.C., Edvardsson, B., Dickson, D. and B. Enquist (2012) Managing the innovation co-creation challenge: Lessons from service exemplars Disney and IKEA. Organizational Dynamics, Vol 41, pp .281-290.
  10. Fourgère, M., and P. Skålén (2012) Extension in the subjectifying power of marketing ideology in organizations: A Foucauldian analysis of academic marketing. Journal of Macromarketing, Vol. 33, pp. 13-28.
  11. Friman, M., Larhult, L., and T. Gärling (2012) An analysis of soft transport policy measures implemented in Sweden to recuce private car use. Transportation, 2012.
  12. Friman, M., Fujii, S., Ettema, D., Gärling, T., and L.E. Olsson (2012) Psychometric analysis of the satisfaction with travel scale. Tranportation Research Part A, 2012.
  13. Fundin, A., Witell, L., and Gebauer, H. (2012) Service transition: finding a position on the goods-to-services continuum. International Journal Modelling in Operations Management, Vol. 2, No. 1, pp. 69-88.
  14. Gebauer, H., Paiola, M., and B. Edvardsson (2012) A capability perspective on service business development in small and medium-sized suppliers. Scandinavian Journal of Management.Vol. 28, No.4, pp. 321-339.
  15. Gottfridsson, P. (2012) Joint service development - the creations of the prerequisite for the service development. Managing Service Quality, Vol. 22 No.1, 2012, pp.21-37.
  16. Gottfridsson, P., and C. Camén (2012) Service Development in Outsourced Public Service Networks: A Study in the Public Transport Sector. International Business Research, Vol. 5, No. 5, May 2012.
  17. Gustafsson, A., Kristensson, P., and L. Witell (2012) Customer Co-creation in Service Innovation - a Matter of Communicatioin? Journal of Service Managment, Vol. 23, No. 3, pp. 311-327.
  18. Huzell, H. and P. Larsson (2012) Aesthetic and athletic employees: The negavtive outcome of employers assuming responsibility for sickness benefits. Economic and Industrial Democracy, 33 (1), 2012, pp. 103-123.
  19. Holmlund, M., Strandvik, T., and B. Edvardsson (2012) Customer Needing: A Challenge for the Seller Offering. Journal of Business and Industrial Marketing, Vol. 27, No. 1-2, pp. 132-141.
  20. Högström, C., and B. Tronvoll (2012) The enactment of socially embedded service systems: Fear and resourcing in the London Borough of Sutton. European Management Journal, Vol 30, pp. 427-437.
  21. Ivarsson, L. and Larsson, P. (2012) Personal Internet Usage at Work: A Source of Recovery. Journal of Workplace Rights, Vol. 16, No. 1, pp.63-81.
  22. Jakobsson Bergstad, C., Gamble, A., Hagman, O., Polk, M., Gärling, T., Ettema, D., Friman, M., and L.E. Olsson (2012) Influences of affect associated with routine out-of-home acitiviteis on subjective well-being. Applied Research in Quality of Life, Vol. 7 No. 1, 2012, pp. 49-62.
  23. Johansson, E., Witell, L., and M. Elg (2012) Changing quality initiative - does the quality profile really change? Total Quality Management. Oct. 2012.
  24. Molander, S., Fellesson, M., Friman, M. & Skålén, P. (2012). Market Orientation in Public Transport Research—A Review. Transport Reviews, No. 32, 155–180.
  25. Olsson, L.E., Friman, M., Pareigis, J., and B. Edvardsson (2012) Measuring service experience: Applying the satisfaction with travel scale in public transport. Journal of Retailing and Consumer Services, 2012.
  26. Olsson, L.E., Gärling, T., Ettema, D., Friman, M., and S. Fujii (2012). Happiness and satisfaction with work commute. Social Indicators Research. 2012.
  27. Paiola, M., Gebauer, H., and B. Edvardsson (2012) Service Business Development in Small- to Mediuim-sized Equipment Manufacturers. Journal of Business-to-Business Marketing, Vol. 19. No., 2, pp. 33-66.
  28. Pareigis, J., Echeverri, P., and B. Edvardsson (2012) Exploring internal mechanisms forming customer servicescape experiences. Journal of Service Management, Vol. 23, No. 5, 2012, pp.677-695.
  29. Pedersen, T., Kristensson, Pl, and M. Friman (2012) Counteracting the Focusing Illusion:Effects of Defocusing on Car Users' Predicted Satisfacton with Public Transport. Journal of Envronmental Psychology, No. 32, pp. 30-36.
  30. Perks, H., Gruber, T., and B. Edvardsson (2012) Co-Creation in Radical Service Innovation: A Systematic Analysis of Microlevel Processes. Journal of Product Innovation Management, 2012, Vol. 29, No. 6.
  31. Quist, J., and A. Hellström (2012) Process Management as a Contagiour Idea: A Contribution to Rövik's Virus-Inspired Theory. International Journal of Public Administration, Vol. 35, pp. 901-913.
  32. Sjödin, C., and P. Kristensson (2012) Customers' experiences of co-creation during service innovation. International Journal of Quality and Service Sciences, Vol.4, No. 2, 2012, pp. 189-204.
  33. Strandvik, T., Holmlund, M., and B. Edvardsson (2012) Customer needing: a challenge for the seller offering. Journal of Business & Industrial Marketing, 27/2, 2012, pp.132-141.
  34. Tronvoll, B. (2012). A Dynamic Model of Customer Complaint Behaviour from the Perspective of Service-Dominant Logic. European Journal of Marketing, 46(1/2), pp.285-304.
  35. Walter, U., and B. Edvardsson (2012) The physical environment as a driver of customers' service experiences at restaurants. International Journal of Quality and Service Science, Vol. 4, No. 2, pp. 104-119.
  36. Varman, Rohit; Skålén, Per and Belk, Russell W. (2012) ‘Conflicts at the Bottom of the Pyramid: Profitability, Poverty Alleviation, and Neoliberal Governmentality’, Journal of Public Policy and Marketing, 31 (1): 19-35.
  37. Williams, H., Wikström, F., Otterbring, T., Löfgren, M., and A. Gustafsson (2012) Reasons for household food waste with special attention to packaging. Journal of Cleaner Production, Vol. 24, pp. 141-148.
  38. Wägar, K., Roos, I., Ravald, A., and B. Edvardsson (2012) My Customers Are in My Blind Spot: Are They Changing and I cannot See It? Journal of Service Research, Vol. 12, No 2, 2012, pp. 150-165.

2011

  1. Bamberg, S., Fujii, S., Friman, M. & Gärling, T. (2011). Behaviour Theory and Soft Transport Policy Measures Transport Policy. Transport Policy, 18, 228-235.
  2. C. Camnén (2011) Contracting for service quality: managing the prerequisite for service, Managing Service Quality, 2011.
  3. Camén, C., Gottfridsson, P. and B. Rundh (2011). To trust or not to trust? Formal contracts and the building of long-term relationships. Management Decision, Vol. 49, No. 3, 2011, pp. 365-383.
  4. Echeverri, P. & Skålén, P. (2011) Co-creation and co-destruction. A practice-theory based study of interactive value formation. Marketing Theory 11(3) 351-373.
  5. Echeverri, P., Salomonson, N. & Åberg, A. (Manuscript accepted for publication). Dealing with customer misbehavior: Tacit knowledge, practical judgement and tactics. Marketing Theory.
  6. Echeverri, P., Salomonsson, N., Åberg, A., (accepted for publication 2012) Dealing with customer misbehaviour: employees’ tactics, practical judgement and implicit knowledge. Marketing Theory.
  7. Edvardsson, B and Enquist, B (2011) The service excellence and innovation model: lessons from IKEA and other service frontiers. Total Quality Management & Business Excellence, Routledge (available on line 27 May 2011)
  8. Edvardsson, B., Ng, G., Zhi Min, C., Firth, R., & Yi, D. (2011). Does Service-Dominant Design Result in a Better Service System? Journal of Service Management, 22 (4).
  9. Edvardsson, B., Tronvoll, B., & Gruber, T. (2011). “Expanding Understanding of Service Exchange and Value Co-Creation: A Social Construction Approach. Journal of the Academy of Marketing Science, 39(2), pp. 327-339
  10. Edvardsson, B., Tronvoll, B., & Höykinpuro, R. (In press) “Complex Service Recovery Processes: - How to Avoid Triple Deviation”. Managing Service Quality 
  11. Enquist, B., Camén, C., & Johnson, M. (2011). Contractual Governance for Public Service Value Networks. Journal of Service Management, 22 (2).
  12. Ettema, D., Friman, M., Gärling, T., Olsson, L. E., & Fujii, S. (Accepterad för publikation). How in-vehicle activities affect work commuters’ satisfaction with public transport. Journal of Transport Geography.
  13. Ettema, D., Gärling, T., Eriksson, T., Friman, M., Olsson, E. L. & Fujii, S. (2011). Satisfaction with Travel and Subjective Well-Being: Development and Test of a Measurement Tool. Transportation Research Part F: Traffic Psychology and Behaviour, 14, 167-175.
  14. Fellesson, M. (2011) Enacting customers - Marketing discourse and organizational practice. Scandinavian Journal of Management. 27 (2), 231-242.
  15. Friman, M., Larhult L. & Gärling, T. (In Press). An Analysis of Soft Transport Policy Measures Implemented in Sweden to Reduce Private Car Use. Transportation.
  16. Friman, M., Richter, J., and T. Gärling (2011) Soft Transport Policy Measures: Gaps of Knowledge. International Journal of Sustainable Transportation, Vol. 5, No. 4, 2011.
  17. Gebauer, H, A. Gustafsson and L. Witell (2011) Competitive advantage through service differentiation by manufacturing companies. Journal of Business Research Vol. 64 pp. 1270–1280
  18. Gebauer, H., Johnson, M., Enquist, B Value co-creation as a determinant of success in public transport services: a study of the Swiss Federal Railway operator (SBB) Managing Service Quality, Vol.20 No.6, 2010.
  19. Gottfridsson, P. (2011) Development of new services in smaller organisations: They do just happen, Australian Journal of Business and Management Research, Vol. 1, No. 7, 2011, pp. 91-99.
  20. Gottfridsson, P. (2011). How Small Companies Generate Ideas for New Services. International Journal of Business and Social Science, Vol. 2, No. 10, 2011.
  21. Högström, C. (2011). The theory of attractive quality and experience offerings. The TQM Journal, Vol 23, No 2, 2011, pp. 111-127.
  22. Jakobsson Bergstad, C., Gamble, A., Hagman, O., Polk, M., Gärling, T., Ettema, D., Friman, M. & Olsson, L. E. (2011). Influences on Subjective Well-Being of Routine Out-of-Home Activities. Applied Research in Quality of Life.
  23. Jakobsson Bergstad, C., Gamble, A., Hagman, O., Polk, M., Gärling, T., Ettema, D., Friman, M., & Olsson, L. E. (2011). Subjective well-being related to satisfaction with daily travel. Transportation, 38, 1-15.
  24. Jakobsson Bergstad, C., Gamble, A., Hagman, O., Polk, M., Gärling, T., & Olsson, L. E. (2011). Affective-Symbolic and Instrumental-Independence Psychological Motive Mediating Effects of Socio-Demographic Variables on Daily Car Use. Journal of Transport Geography, 19, 33-38.
  25. Löfgren, M., Witell, L. and A. Gustafsson (2011). Theory of attractive quality and life cycles of quality attributes. The TQM Journal, Vol 23, No 2, 2011, pp. 235-246.
  26. Lundberg, H. and J. CH. Karlsson. (2011). Under the clean surface: working as a hotel attendant. Work, Employment and society, 25(i) 141-148.
  27. Molander, S., Fellesson, M., Friman, M. & Skålén, P. (2011). Market orientation. A review of research into public transport. Transport Reviews.
  28. Olsson, L. E., Gärling, T., Ettema, D., Friman, M., & Fujii, S. (Accepterad för publikation). Happiness and Satisfaction with work commute. Social Indicators Research.
  29. Pareigis, J., Echeverri, P.,Edvardsson, B. (accepted for publication 2012) Exploring internal mechanisms forming customer servicescape experiences. Journal of Service Management. Vol. xx, (1).
  30. Pareigis, J., Edvardsson, B. and B. Enquist (2011). Exploring the role of the service environment in forming customer's service experience. The International Journal of Quality and Service Science, Vol. 3, No. 1, 2011.
  31. Pareigis, J., Edvardsson, B., & Enquist, B. (2011). Exploring the role of the service environment in forming the customer’s service experience. International Journal of Quality and Service Sciences, 3 (1).
  32. Pedersen, T., Friman, M. & Kristensson, P. (2011). Affective forecasting: predicting and experiencing satisfaction with public transport. Journal of Applied Social Psychology, 41, 1926–1946.
  33. Pedersen, T., Friman, M. & Kristensson, P. (2011). The Role of Predicted, On-Line Experienced and Remembered Satisfaction in Current Choice to Use Public Transport Services. Journal of Retailing and Consumer Services, 18, 471-475.
  34. Pedersen, T., Kristensson, P. & Friman, M. (2011). Counteracting the Focusing Illusion: Effects of Defocusing on Car Users’ Predicted Satisfaction with Public Transport. Journal of Environmental Psychology. 
  35. Pedersen, T., Kristensson, P., & Friman, M. (2011). Effect of Critical Incidents on Car Users’ Predicted Satisfaction with Public Transport. Transportation Research Part F: Traffic Psychology and Behaviour, 14, 138-146.
  36. Richter, J., Friman, M. and T. Gärling (2011). Soft Transport Policy Measures: Gaps in knowledge. International Journal of Sustainable Transportation. Vol.5, 2011, pp. 199-215.
  37. Rindell, A., Edvardsson, B., and T. Strandvik (2011) Mapping the role of the consumer's image-in-use of companies. Journal of Product and Brand management, Vol. 19, No. 6 pp.423-431.
  38. Roos I. and A.Gustafsson (2011) The Influence of Active and Passive Customer Behaviour on Switching in Customer Relationships. Managing Service Quality, Vol. 21 Iss: 5, pp.448 - 464
  39. Salomonson, N., Åberg, A. & Allwood, J. (In press). Communicative skills that support value creation: A study of B2B interactions between customers and customer service representatives, Industrial Marketing Management (2011), doi:10.1016/j.indmarman.2011.11.021
  40. Skålén, P. (2011) Service Marketing Control as Practice: A Case Study. Qualitative Market Research, Vol. 14, No. 4. pp. 374-390. 
  41. Skålén, P., and C. Hackley (2011) Marketing-as-practice. Introduction to the special issue, Scandinavian Journal of Management, 27, 2011, pp. 189-195
  42. Svari, S., Slåtten, T., Svensson, G. and B. Edvardsson (2011). A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF). The Journal of Services Marketing, Vol. 25, No. 5, 2011.
  43. Tronvoll, B. (2011). “The Effect of Negative Emotions on Customer Complaint Behaviour”. Journal of Service Management, 22 (1), pp. 111-134
  44. Tronvoll, B. (In press). “A Dynamic Model of Customer Complaint Behaviour from the Perspective of Service-Dominant Logic”. European Journal of Marketing,
  45. Tronvoll, B., Brown, S., Gremler, D. and B. Edvardsson (2011) Paradigms in service research. Journal of Service Management, Vol. 22, No. 5, 2011, pp. 560-585
  46. Varman, R., Biswatosh, S., and P. Skålén (2011) Market subjectivity and neoliberal govenmentality in higher education. Journal of Marketing Management, Vol 27, No. 11-12, October 2011, pp. 1163-1185.
  47. Varman, R., Skålén, P., and R. Belk (2011) Conflicts at the Bottom of the Pryamid: Profitability, Poverty Alleviation, and Neoliberal Governmentality. Journal of Public Policy & Marketing, 2011.
  48. Verhoef, P. C., Leeflang, P.S.H., Natter, M., Baker W., Grinstein A., Gustafsson A., Morrison P. and Saunders J. (2011) A Cross-National Investigation into the Marketing Department’s Influence within the Firm: Towards Initial Empirical Generalizations. Journal of International Marketing, Vol. 19, No. 3, pp. 59-86.
  49. Wetter Edman, K., (2011) Comparing Design Thinking with Service Dominant Logic, Research Design Journal, (2) 2011.
  50. Witell, L., Kristensson, P., Gustafsson, A. and M. Löfgren (2011). Idea generation: customer co-creation versus traditional market research techniques. The Journal of Service Management, Vol. 22, No. 2, 2011, pp. 140-150.
  51. Witell, L., Löfgren, M. and A. Gustafsson (2011). Identifying ideas of attractive quality in the innovation process. The TQM Journal, Vol. 23, No 1, 2011, pp. 87-99.
  52. Åkesson, M. (2011) Value co-creation in e-government. International Journal of Public Sector Management.  (2011).
  53. Åkesson, M. (2011) Customers' co-creational roles: a study of resource integration in e-services. European Business Review, 2011.
  54. Åkesson, M. (2011) Towards a service-dominant professional identity: An organisational socialisation perspective. Journal of Service Management, Vol. 2, No. 1, pp. 23-38.

2010

  1. Camén, C. (2010). Service quality on three management levels - a study of service quality in
    public tendering contracts. International Journal of Quality and Service Sciences Volume
    2, Issue 3, pp. 317-334.
  2. Cronemyr, P. and L. Witell (2010). Changing from a Product to a Process Perspective for Service Improvements in a Manufacturing Company, The TQM Journal Vol 22, No 1 2010, pp 26-40l.
  3. Edvardsson, B., Enquist, B. and R. Johnston. (2010) Design dimensions of experience rooms for service test drives: case studies in several service context. Managing Service Quality, Vol. 20, No. 4, 2010.
  4. Edvardsson, B., Gustafsson, A. and Lars-Uno Roos. (2010) Improving the prerequisites for customer satisfaction and performance: a study of policy deployment in a global truck company. International Journal of Quality and Service Sciences, Vol. 2, No. 2, 2010.
  5. Edvardsson, B., Tronvoll, B. and T. Gruber (2010), Expanding understanding of service exchange and value co-creation: a social construction approach. Academy of Marketing Science, 2010. 
  6. Eriksson, L., Ettema, D., Friman, M., Gärling, T., & Fujii, S. (2010). Determinants of Car
    Users’ Switching to Public Transport. Transportation Letters, 2, 145-155.
  7. Ettema, D., Gärling, T., Olsson, L. E. & Friman, M. (2010). Out-of-Home Activities, Daily
    Travel, and Subjective Well-Being. Transportation Research Part A, 44, 723–732.
  8. Fellesson, M & Gottfridsson, P, On the Right Track? - Network strategies for innovation and
    renewal, The International Journal of Management and Business. Vol 1, September 2010,
    pp. 85-102.
  9. Friman, M. (2010). Affective dimensions of the waiting experience. Transportation Research
    Part F: Traffic Psychology and Behaviour, 13, 197-205.
  10. Gebauer, H, B. Edvardsson, A. Gustafsson and L. Witell,  Match or Mismatch: Strategy-Structure Configurations in the Service Business of Manufacturing Companies, forthcoming in the Journal for Service Researc
  11. Gebauer, H., Johnson, M. and Enquist, B. (2010) Value co-creation as determinant to success
    in public transport services: a study of the Swiss Federal Railway operator (SBB),
    Managing Service Quality, Vol. 20, No. 6, pp. 511-530.
  12. Gebauer, H., Paiola, M. and B. Edvardsson (2010). Service business development in small and medium capital goods manufacturing companies. Managing Service Quality, Vol. 20, No. 2, 2010, pp. 123-139. 
  13. Gottfridsson, P. (2010) Development of personalised services in small business: an iterative learning process. Managing Service Quality, Vol. 20, No. 4, 2010.
  14. Gremyr, I. Löfberg, N. and L. Witell. (2010) Service innovations in manufacturing firms. Managing Service Quality, Vol 20, No. 2, 2010, pp. 161-175.
  15. Gustafsson, A. (2010) Enhancing the Service Experience through Cocreation Commentaries
    in Ostrom, Amy L., Bitner, Mary J., Brown, Stephen W., et al. (2010) ‘Moving Forward
    and Making a Difference: Research Priorities for the Science of Service‘ Journal of Service
    Research, Vol 13 No 1, pp. 4-36.
  16. Gustafsson, Anders, Saara Brax, Lars Witell (2010) Setting a research agenda for service
    business in manufacturing industries, Journal of Service Management, Vol 21, No 5, pp.
    557-563.
  17. Hellström, A., Lifvergren, S. and J. Quist, Process management in healthcare: investigating why it´s easier said than done. Journal of Manufacturing Technology Management, Vol 21. No 4, 2010, pp. 499-511.
  18. Heinonen, K., Strandvik, T., Mickelsson, K-J., Edvardsson, B., Sundström, E., Andersson, P. (2010) A customer-dominant logic of service. Journal of Service Management, vol 21, No 4, pp 531-548.
  19. Hellström, A., Lifvergren, S. and J. Quist, Process management in healthcare: investigating
    why it´s easier said than done. Journal of Manufacturing Technology Management, Vol 21.
    No 4, 2010, pp. 499-511.
  20. Högström, C, Rosner, M and A. Gustafsson How to Create Attractive and Unique Customer Experiences - An application of Kano’s Theory of Attractive Quality to Recreational Tourism, forthcoming in Marketing Intelligence and Planning 
  21. Jakobsson Bergstad, C., Gamble, A., Gärling, T., Hagman, O., Polk, M., Ettema, D., Friman,
    M. & Olsson, E. L. (2010). Subjective Well-Being Related to Satisfaction with Daily
    Travel. Transportation.
  22. Jakobsson Bergstad, C., Gamble, A., Hagman, O., Polk, M., Gärling, T., & Olsson, L. E.
    (2010). Affective-Symbolic and Instrumental-Independence Psychological Motives
    Mediating Effects of Socio-Demographic Variables on Daily Car Use. Journal of Transport
    Geography.
  23. Kristensson, P. & Magnusson, P. (2010). Tuning User´s Innovativeness During Ideation. Creativity and Innovation Management, Vol 19, No 2, 2010.
  24. Krüger, Niclas, (2010), The Impact of a Novel Preventive Care Service on the Incidence of
    Hip Fractures Among the Elderly, Journal of Public Health.
  25. Krüger, Niclas, (2010), The Impact of Economic Fluctuations on Crime – A Multiscale
    Analysis, Applied Economics Letters.
  26. Lundberg, Helena, Huzell, Henrietta (2010): "Lite skit i hörnen - om hotellstäderskors
    individuella motstånd", Arbetsmarknad & Arbetsliv, nr 3 2010.
  27. Löfberg, N.,  Witell, L., Gustafsson, A. and S. Brown “Business Models throughout the Supply Chain – How Different Positions Require Different Service Strategies” forthcoming in Journal of Service Management
  28. Löfberg, N., Witell, L, and A. Gustafsson (2010) Service strategies in a supply chain. Journal of Service Management, Vol. 21, No. 4, 2010.
  29. MacKenzie, R., C. Forde, A. Robinson, H. Cook, B. Eriksson, P. Larsson and A. Bergman (2010). Constructing work in the UK and Sweden: evidence from the construction industry. In Industrial Relations Journal vol 41, No 6, pp 603-621.
  30. Magnusson, P., Kristensson, P. and C. Hipp. (2010) Exploring the ideation patterns of ordinary users: the case of mobile telecommunications services. Int. J. Product Development, Vol. 11, Nos. 3/4, 2010.
  31. Pedersen, T., Friman, M. & Kristensson, P. (2010). Affective forecasting: predicting and
    experiencing satisfaction with public transport. Journal of Applied Social Psychology.
  32. Pessi Anne Birgitta and Angell Olav Helge and Pettersson Per (2010) Nordic Majority
    Churches as Agents in the Welfare State: Critical Voices and/or Complementary
    Providers? Temenos - Nordic Journal of Comparative Religion, Vol 45, No 2, pp. 207-234.
  33. Poksinska B, Pettersen J, Elg M, Eklund J, Witell L (2010) Quality Improvement activities in
    Swedish industry: drivers, approaches and outcomes, International Journal of Quality and
    Service Sciences, Vol 2, No 2, pp. 206-216.
  34. Richter, J. Friman, M. & Gärling, T. (2010). Review of Implementations of Soft Transport
    Policy Measures. Transportation: Theory & Application, 2, 5-18.
  35. Richter, J. Friman, M. & Gärling, T. (2010). Soft Transport Policy Measures: Gaps in
    Knowledge. International Journal of Sustainable Transportation.
  36. Rindell, A., Edvardsson, B., and T. Strandvik. (2010) Mapping the “roots” of the consumer´s image-in-use of companies. Journal of Product & Brand Management, Vol. 19, No. 6, 2010.
  37. Roos, I., Gustafsson A., Edvardsson, B. and Landmark. P.(2010) Should we differentiate between business and private customers? Management Research and Practice, vol 2, issue 3, september 2010.
  38. Sebhatu, S. P., (2010), Corporate Social Responsibility for Sustainable Service Dominant
    Logic, International Review on Public and Nonprofit Marketing.
  39. Skålén, Per (2010) ‘A discourse analytical approach to qualitative marketing research’,
    Qualitative Market Research: An International Journal, 13(2).
  40. Svaeri, Svensson, Slåtten and Edvardsson (2010) A DIP-Construct of Perceived Justice in Negative Service Encounters and Complaint Handling in the Norwegian Tourism Industry, Managing Service Quality. Vol. 20 No.
  41. Wetter Edman, K. (2010) Exploring Overlaps and Differences in Service-Dominant Logic and Design Thinking. In J. Woodilla (Ed.), New Perspectives in Design Management: Selected writings on Design Management from Business & Design Lab, 2007-2010, Gothenburg: Business & Lab Publications, pp. 279-298. 
  42. Wästlund, E., Shams, P., Löfgren, M., Witell, L. and A. Gustafsson (2010). Consumer Perception at Point of Purchase: Evaluating Proposed Package Designs in an Eye-tracking Lab. Journal of Business and Retail Management Research, Vol. 5, Issue 1, October 2010.

2009

  1. Davidsson, N., Edvardsson, B, Gustafsson, A and Witell, L.,(2009), Degree of service-orientation in the pulp and paper industry, International Journal of Services Technology and Management, Vol. 11, No. 1.

  2. Edvardsson, B and Strandvik, T., (2009), Critical Times in Business relationships, European Business Review, Vol. 21, No. 4, pp. 326-343.

  3. Fellesson, M & Gottfridsson, P (Forthcoming), On the Right Track? - Network strategies for innovation and renewal, The International Journal of Management and Business

  4. Friman, M. & Fellesson, M. (2009). Service Supply and Customer Satisfaction in Public Transportation: The Quality Paradox. Journal of Public Transportation, 12 (4).

  5. Fujii, S., Bamberg, S., Friman, M. & Gärling, T. (2009). Are Effects of Travel Feedback Programs Correctly Assessed? Transportmetrica , 5, 43-57.

  6. Gärling, T. and Fujii, S. (2009). Travel behavior modification: Theories, methods, and programs. In: R. Kitamura, T. Yoshii & T. Yamamoto (eds.), The Expanding Sphere of Travel Behaviour Research. Bingley, UK: Emerald, pp. 97-128.

  7. Gottfridsson, P. (2009). Actor Roles in Service Development Process. Journal of Public Transportation, 12 (1).

  8. Gustafsson, A. (2009) Customer Satisfaction with Service Recovery, Journal of Business Research, Volume 62, Issue 11, Pages 1220-1222

  9. Krüger, A. N. & Svensson, M. (2009). The impact of real options on willingness to pay for mortality risk reductions. Journal of Health Economics.

  10. Krüger, A. N. (forthcoming) The Impact of Economic Fluctuations on Crime – A Multiscale Analysis, Applied Economics Letters, Accepted for publication 2009-11-19

  11. Löfgren, M, L. Witell and A. Gustafsson (2009) Customer Satisfaction In The First And Second Moment of Truth, Journal of Product and Brand Management Volume 18, Winter, 11 (1), 24-41.

  12. Magnusson, P. R. (2009) "Exploring the Contributions of Involving Ordinary Users in Ideation of Technology-Based Services". Journal of Product Innovation Management, 26 (5), 578-593.

  13. Pedersen, T., Friman, M. & Kristensson, P. (Forthcoming).Affective forecasting: predicting and experiencing satisfaction with public transport. Accepted for publication in Journal of Applied Social Psychology.

  14. Pettersson, P. and M. Middlemiss (2009). "A European Perspective on the Churches' Role a Social Agents in South Africa, Journal of Theology for Southern Africa, No 133, March 2009, p. 111-125.

  15. Rönnbäck, Å. & Witell, L. (2009). Value creation in outsourced service provision in public transportation. TQM Journal, Vol 21 No. 5.

  16. Rönnbäck, Å., Witell, L. & Enquist, B. (2009) Quality Management Systems and Value Creation. International Journal of Quality & Service Science
  17. Roos, I., Friman, M., and Edvardsson, B., 2008, Emotions and Stability in Telecom-customer Relationships, Journal of Service Management, Vol. 20, No. 2, pp. 131-155.
  18. Skålén, P. (2010) Service marketing and subjectivity: the shaping of customer-oriented employees. Journal of Marketing Management, 2009, Vol. 25, No. 7-8, pp. 795-809.

  19. Slåtten, T. Mehmetoglu M., Svensson G., and Sværi S. (2009) Atmospheric Experiences That Emotionally Touch Customers - A Case Study from a Winter Park, Managing Service Quality Vol. 19., No. 6 

  20. Wikström, F. and H. Williams (submitted)."Potential environmental gains from reducing food losses through development of new packaging - a life cycle model". Submitted to Journal of Cleaner Production, June 2009.

2008

  1. Bjurklo. M. Narrative Accounting: A New Form of Management Accounting? Journal of Business Ethics Vol 83, No 2, pp. 193-205.
  2. Clarke, R. J. and Nilsson, A. G. (2008), “Business Services as Communication Pat­terns − A Work Practice Approach for Analysing Service Encounters”, Submitted and accepted to Special Issue on Service Science, Management, and Engineering (SSME), IBM Systems Journal 2008, Vol 47 (No 1).
  3. Davidsson, N, B. Edvardsson, A. Gustafsson and L. Witell (2008) Degree of service-orientation in the pulp and paper industry, International Journal of Services Technology and Management Vol 11, No 1, pp. 24-41.
  4. Enquist, B., Edvardsson, B and Samuel, P, S., (2008) Corporate Social Responsibility for Charity or for Service Business? The Asian Journal of Quality, Vol. 9, No. 1, pp 55-67Magnusson, P., Kristensson, P. and Hipp, C. (In press). Exploring the Ideation Patterns of Ordinary Users. Fortcoming in International Journal of Product Development.
  5. Eriksson, L., Friman, M. & Gärling, T. (In press). Car users´ stated reasons for potential reduction of commuting. Transportation Research + Traffic Psychology and Behavior, Vol 11, issue 6, Nov 2008, pp. 427-433..
  6. Fellesson, M. & Echeverri, P. (2008). Organizational Development and Cultural Change: Managing the Unmanageable? Revista ADM.MADE, 12 (2)
  7. Fellesson, M. & Friman, M. (In press). Factors predicting satisfaction with public transport services in nine European cities. Mansucript accepted for publication in the Journal of Transportation Research Forum Vol 12, No 4, 2009, pp. 57-70.
  8. Kristensson, P., Matthing, J. and Johansson, N. (2008). Key strategies in co-creation of new services. International Journal of Service Industry Management, 19 (4): 474-491..
  9. Löfgren, M. and Witell, L. (2008). “Two decades of using Kano’s theory of attractive quality: A literature review”, Quality Management Journal, vol. 15, no. 1, pp. 59-75.
  10. Löfgren, M., Witell, L., and Gustafsson, A. (2008). “Customer satisfaction in the first and second moments of truth”, Journal of Product & Brand Management, vol. 17, no. 7, pp. 463-474.
  11. Roos, I. and B. Edvardsson (2008), "Customer-support Service in the Relationship Perspective". Managing Service Quality(MSQ), Vol. 18, No. 1, pp. 87-107.
  12. Roos, I., Friman, M. and B. Edvardsson (2008). "Emotional Experiences in Customer Relationships - a Telecommunication Study". The International Journal of Service Industry Management, Vol. 19, No. 3, 2008.
  13. Rönnbäck, Å. and L. Witell (2008) The impact of quality management principles on business performance – A comparison between manufacturing and service organisations, Managing Service Quality, Vol. 18, No. 6, 577-598.
  14. Sandström, S., Edvardsson, B., Kristensson, P. & Magnusson, P., 2008, Value in use through
    service experience, Managing Service Quality, Vol. 18, No. 2, pp. 112-126.
  15. Williams, H., Wikström, F. and Löfgren, M. (2008). “A life cycle perspective on environmental effects of customer focused development”, Journal of Cleaner Production, vol. 16, no. 7, pp. 853-859.
  16. Åkesson, M and Edvardsson, B., (2008) Effects of E-government on Service Design as Perceived by Employees, Managing Service Quality.
  17. Åkesson, M., Skålén, P., and Edvardsson, B., (2008) "E-government service orientation: Gaps between theory and practice". Accepted for publication in Journal of Public Sector Management.

2007

  1. Bjurklo. M. (2007) Narrative Accounting: A New Form of Management Accounting? Journal of International studies of management and organization.
  2. Edvardsson, B, Holmlund, M and Strandvik, T. (2007) "Initiation of Business Relationships in
    Service-dominant Settings". Accepted for publication in Industrial Marketing Management.
  3. Enquist, B., Edvardsson, B. and Petros Sebhatu, S. (2007) Values Based Service Quality for Sustainable Business Managing Service Quality, Vol. 17 No. 4, 2007 pp. 385-403  
  4. Matthing, J. and A. Gustafsson, Customer involvement in new service development: A market and learning oriented approach to innovation, International Journal of Innovation Management. 
  5. Petros Sebhatu, S. and B. Enquist (2007) ISO 14001 as a Driving Force for Sustainable Development and Value Creation The TQM Magazine Vol. 19 No. 5, 2007  pp. 468-482 
  6. Quist, J., Skålén, P. and Clegg, S. R. (2007) "The power of quality models: The example of the SIQ model for performance excellence", Scandinavian Journal of Management, Vol. 23, No.4.
  7. Roos, I and A Gustafsson (2007), "Understanding Frequent Switching Patterns - a Crucial Element in Managing Customer Relationships Journal of Service Research, Vol. 10, No. 1, pp. 93-108.
  8. Skålén, P. and Fougère, M. (2007) "Be(com)ing and Being Normal – Not Excellent: Service Management, the Gap-model and Disciplinary Power", Journal of Organizational Change Management 20(1): 109-125.
  9. Svensson, G., Tronvoll, B., Slåtten T. (2007). "Ethnocentricity' in Top Journals of Services Management: Authors, Editorial Review Boards, Editorial Boards and Editors." Managing Service Quality 17(5)
  10. Tronvoll, B. (2007). "Complainer Characteristics When Exit is Closed." International Journal of Service Industry Management18(1): 25-51.
  11. Tronvoll, B. (2007). "Customer Complaint Behaviour from the Perspective of the Service-dominant Logic of Marketing." Managing Service Quality 17(6)
  12. Witell, L. and Lofgren, M. (2007) Classification of Quality Attributes, in Managing Service Quality, Vol. 17, No. 1.

2006

  1. Bjurklo, M. (2006) Narrative accounting for competence creation. Journal of Human Resource Costing & Accounting, Volume 10 No. 1. 
  2. Edgardh Beckman N. & Ekstrand T. & Pettersson P. 2006, The Church of Sweden as an Agent of Welfare – the Case of Gävle, in Yeung A.B. & Edgardh Beckman N. & Pettersson P., Churches in Europe as Agents of Welfare-Sweden, Norway and Finland. Working paper 2:1 from the project Welfare and Relgion in a European Perspective. Diakonivetenskapliga institutets skriftserie nr 7/2004, Diakonivetenskapliga institutet, Uppsala, pp. 20-85.
  3. Edvardsson, B. and B. Enquist (2006) “Quality Improvement in governmental services - The role of change pressure exerted by the ‘market’”, The TQM-Magazine Vol. 18 No.1, 2006 pp. 7-21.
  4. Edvardsson, B., Enquist, B. and Hay, M. (2006)Values Based Service Brands: narratives from IKEA, Managing Service Quality, Vol. 16, No. 3, 2006, pp. 230-246.
  5. Enquist, B., Johnson, M. and Skålén, P. (2006) “Adoption of corporate social responsibility – incorporating a stakeholder perspective” Quality Research in Accounting & Management Vol. 3 No. 3, 2006 pp. 188-207.
  6. Johansson, N. and U. Mollstedt (2006), “Revisiting Amit and Zott’s Model of Value Creation Sources: The SymBelt Customer Center Case”, Journal of Theo­re­tical and Applied Electronic Commerce Research, 1 (3), 16-27, available on: http://www.jtaer.com/.
  7. Matthing, J., P. Kristensson, A. Gustafsson, and A. Parasuraman (2006) “New Service Development: A Matter of Finding Innovative Users, Journal of Services Marketing, Vol. 20 No. 5, pp. 288-297.
  8. Roos, I, Gustafsson, A and Edvardson, B. (2006), "Defining Relationship Quality for Customer-driven Business Development - a Housing-mortgage Company Case", International Journal of Service Industry Management. Vol. 17, No. 3/4
  9. Roos, I, Gustafsson, A and Edvardson, B. (2006), “Defining Service Quality for Customer-Driven Business Development - a Housing-Mortgage Company Case,”The International Journal of Service Industry Management, Vol. 17, No. 2, pp. 207-223.
  10. Rämö, H. and Skålén, P. (2006) "Time and Space in New Public Management Reform: The Case of Geriatric Care", International Journal of Public Sector Management 1(5): 513-525.
  11. Skålén, P., Fellesson, M.and Fougère, M. (2006) "The Governmentality of Marketing Discourse", Scandinavian Journal of Management 22(4): 275-91.
  12. Yeung A.B. & Edgardh Beckman N. & Pettersson P. 2006 (eds), Churches in Europe as Agents of Welfare. Working papers 2:1 and 2:2 from the project Welfare and Relgion in a European Perspective. Diakonivetenskapliga institutets skriftserie nr 7/2004, Diakonivetenskapliga institutet, Uppsala.

2005

  1. Antoni, M., Nilsson-Witell, L. and J. Dahlgaard (2005) "Inter-Project Improvement in Product Development", forthcoming in International Journal of Quality and Reliability Management, Vol. 22, Issue 9.
  2. Echeverri, P. (2005) "Video-based Methodology: Capturing Real-time Perceptions of Customer Processes", International Journal of Service Industry Management. Vol. 16, No. 2, p. 199-209.
  3. Edvardsson, B, A. Gustafsson and I. Roos (2005) "Service Portrays and Service Constructions – A Critical Review Through the Lens of the Customer", International Journal of Service Industry Management, 1(16): pp 107-121
  4. Edvardsson, B, and Nilsson-Witell, L, 2005, Identifying Satisfiers and Dissatisfiers in the Service Encounter, The Asian Journal on Quality, Vol 6, No 1, pp 8-23.
  5. Edvardsson, B, Enquist, B, and Johnston, B. (2005) "Co-Creating Customer Value Through Hyperrelaity in the Pre-purchase Service Experience", Journal of Service Research 2005.
  6. Edvardsson, B. (2005) "Service Quality: Beyond Cognitive Assessment, A Guru’s View", Managing Service Quality Vol 15, No 2, pp 127-131.
  7. Enquist, B., Johnson, M. and Camén, C. (2005) "Contractual Governance for Sustainable Service", Qualitative Research in Management and Accounting, Vol 2, No 1, pp 29-53.
  8. Eriksson, B, Larsson, P and Saruckij, M. (2005) ”Business Start-up Motives and Satisfaction Among Swedish Self-employed” in World Review of Entrepreneurship, Management and Sustainable Development (forthcoming).
  9. Gustafsson, A., M. D. Johnson and I. Roos (2005) “The Effects of Customer Satisfaction, Relationship Commitment Dimensions and Triggers on Customer Retention,” Journal of Marketing, Volume 69, Number 4 (October) CRM Special Section.
  10. Löfgren, M. (2005). ”Winning at the first and second moments of truth: an exploratory study”, Managing Service Quality, vol. 15, no. 1, pp. 102-115.
  11. Löfgren, M. and Witell, L. (2005). “Kano’s theory of attractive quality and packaging”, Quality Management Journal, vol. 12, no. 3, pp. 7-20.
  12. Matthing, J., P. Kristensson, A. Gustafsson, and A. Parasuraman (2005) “New Service Development: A Matter of Finding Innovative Users, Journal of Services Marketing.
  13. Nilsson-Witell L. and Fundin, A. (2005) "Dynamics of service attributes: A test of Kano´s theory of quality", International Journal of Service Industry Management, vol. 16, No. 2, pp 152-168.
  14. Nilsson-Witell, L., Antoni, M. and J. Dahlgaard (2005) Continuous Improvement in Product Development: Improvement Programs and Quality Principles, International Journal of Quality and Reliability Management, Vol. 22, Issue 8, pp 753-768.
  15. Roos, I., Gustafsson, A. and Edvardsson, B:(2005), “The Role of Customer Clubs in Recent Telecom Relationships,” International Journal of Service Industry Management 16 (5) 2005.
  16. Skålén, P. and Strandvik, T. (2005) "From Prescription to Description: A Critique and Reorientation of Service Culture", Managing Service Quality 15(3): 230-244.
  17. Skålén, P., Quist, J., Edvardsson, B. and Enquist, B. (2005) ‘The Contextualization of Human Resource Management and Quality Management - A Sensemaking Perspective on Everybody’s Involvement’, International Journal of Human Resource Management 16(5) 736-751 .

2004

  1. Friman, M. (2004) "Implementing quality improvements in public transport". Journal of Public Transportation, Vol 7, issue 4, pp 49-65.
  2. Friman, M. (2004) "The structure of affective reactions to critical incidents". Journal of Economic Psychology, 25, 331-353.
  3. Gustafsson, A. and M.D. Johnson (2004) "Determing Attribute Importance in a Customer Satisfaction Model", Journal of Service Research, vol 7, pp 124-141.
  4. Gustafsson, A., Roos, I., and B. Edvardsson (2004) "Customer Clubs in Telecommunications - A Relationship Marketing Perspective". Managing Service Quality, 14(2/39), pp 157-168.
  5. Kristensson, P. and Norlander, T. (2004) "The Creative Product and Process in Computer-Mediated Groups". Journal of Creative Behavior.
  6. Kristensson, P., Gustafsson, A. and Archer, T. (2004) "Harnessing the Creative Potential among Users", Journal of Product Innovation Management, 21 (1) 4-14.
  7. Matthing, J., Sandén, B. and B. Edvardsson (In press) "New Service Development: Learning from and with Customers". The International Journal of Services Management.
  8. Nilsson-Witell, L., Antoni, M. and J. Dahlgaard (2005) "Continuous Improvement in Product Development: Improvement Programs and Quality Principles". International Journal of Quality and Reliability Management, Vol. 22, Issue 6.
  9. Roos, I., Edvardsson, B., & A. Gustafsson Customer (2004) "Customer Switching Patterns in Competitive and Non-competitive Service Industries". Journal of Service Research, 6(3), pp 256-271.
  10. Roos, I., Gustafsson, A. & B. Edvardsson (2004) "The Role of Customer Clubs in Recent Telecom Relationships". European Journal of Marketing. 
  11. Skålén, P (2004) “Institutionalization, subjectivity and institutional contradiction: The disciplinary power of TQM”. Nordic Organization Studies.
  12. Skålén, P. (2004) "New Public Management Reform and the Construction of Organisational Identities". The International Journal of Public Sector Management 17(3): 251-263.
  13. Skålén, P., Quist, J., Edvardsson, B., and Enquist, B., (2004) "The Contextualization of Human Resource Management and Quality Management - A Sensemaking Perspective on Everybody´s Involvement". The International Journal of Human Resource Management.

2003

  1. Björlin Lidén, S. and Skålen, P. (2003) "The effect of service guarantees on service recovery", International Journal of Service Industry Management, Vol 14 (1) pp 36-59
  2. Edvardsson, B, and Gustavsson, BO (2003) "Quality in the work environment: a prerequisite for success in new service development", Managing Service Quality, Vol 13 (2) pp 148-163
  3. Edvardsson, B. and Björlin-Lidén, S. (2003) "Customer Expactations on Service Guarantees", Managing Service Quality, Vol 13 (5) pp 338-348
  4. Edvardsson, B. and Roos, I. (2003) "Customer Complaints and Switching Behavior- A study of relationship dynamics in a telecommunication company", Journal of Relationship Marketing, accepted for issue 2 or 3 in 2003.
  5. Eriksson, Birgitta and Patrik Larsson (2003) “The Swedish Start-up Grant – A Qualitative Study of Success and Failure” In Forum Empresarial. Admistración de Empresas. Vol. 8, no. 1.
  6. Friman, M. and Edvardsson, B. (2003) "A content analysis of complaints and compliments", Managing Service Quality, Vol. 13 (1).
  7. Fundin, A. and Nilsson, L. (2003) "Using Kano’s theory of attractive quality to better understand customer experiences with e-services". Asian Journal on Quality, vol. 4, No. 2.
  8. Gustafsson, A., Nilsson, L. and Johnson, M. (2003) "Quality Practices in Service Organizations", International Journal of Service Industry Management. Vol. 14(2) pp 27-38
  9. Johnson, M. D. and Nilsson, L. (2003) "The Importance of Reliability and Customization from Goods to Services, Quality Management Journal, Vol. 10 (1).
  10. Kristensson, P. and Norlander, T. (2003) "The Creative Product and Process in Virtual Environments", Creativity and Innovation Management, 12 (1) pp 32-40.
  11. Magnusson, P., Matthing, J. and Kristensson, P. (2003) "Managing User Involvement in Service Innovation", Journal of Service Research.

2002

  1. Dahlgaard, J. J. and Nilsson, L. (2002) "Understanding Excellence: Benchmarking Performance and Identifying Improvement Areas", European Quality, Vol. 9 (4) pp 88-100.
  2. Edvardsson, B. and Enquist, B. (2002) "Service Culture and Service Strategy - The IKEA Saga", The Service Industry Journal., Vol. 22 (4).
  3. Eriksson, B. och Larsson, P. (2002) "Starta eget-bidrag - en kvalitativ studie av framgång och misslyckande", Arbetsmarknad och Arbetsliv, Vol. 8 (1), Stockholm: Arbetslivsinstitutet.
  4. Friman, M., Gärling, T., Millett, B., Mattsson, J., & Johnston, R. (2002) "An analysis of international business-to-business relationships based on the commitment-trust theory", Industrial Marketing Management. Vol. 31, 403-409.
  5. Gustafsson, A. and Johnson, M. (2002) "Measuring and Managing the Satisfaction - Loyalty - Performance Links at Volvo", Journal of Targeting, Vol. 10 (3), pp 249-258.
  6. Johnson, M. D., Herrmann, A. and Gustafsson, A. (2002) "Comparing Customer Satisfaction over Industries and Countries", Journal of Economic Psychology, Vol. 23, pp 749-769.
  7. Kristensson, P., Magnusson, P. and Matthing, J. (2002) "Users as a hidden resource for creativity. Findings from an experimental study on user involvement". Creativity and Innovation Management, Vol. 11 (1), pp 55-61.
  8. Liljander, V. and I. Roos (2002) "Customer Relationship Levels-From Spurious to True Relationships". Journal of Service Marketing, Vol. 16, No. 7, pp 593-614.
  9. Nilsson, L., Elg, M. and Bergman, B. (2002) "Managing Ideas for the Development of New Products", International journal of Technology Management, Vol. 24, (5/6), pp 498-513.
  10. Roos, I. (2002) “Methods of Investigating Critical Incidents: A Comparative Review”, Journal of Service Research, Vol. 4(3) February, pp. 193-204.
  11. Västfjäll, D., Friman, M., Gärling, T., & Kleiner, M. (2002) "A Swedish mood adjective scale derived from the affect circumplex", Scandinvian Journal of Psychology. Vol. 43, pp 19-31.

2001

  1. Edvardsson, B. and Roos, I. (2001) "Critical Incident Techniques -Towards a framework for analysing the criticality of critical incidents", International Journal of Service Industry Management. Vol. 12 (3-4), pp 251-268.
  2. Edvardsson, B. and Roos, I. (2001) "Customer Complaints and Switching Behavior", Journal of Relationship Marketing, Jan.
  3. Friman, M., & Gärling, T. (2001) "Frequency of Negative Critical Incidents and Satisfaction with Public Transport Services", Journal of Retailing and Consumer Services. Vol. 8, 105-114.
  4. Friman, M., Edvardsson, B., & Gärling, T. (2001) "Frequency of Negative Critical Incidents and Satisfaction with Public Transport Services", Journal of Retailing and Consumer Services. Vol. 8, 95-104.
  5. Johnson, M. D., Gustafsson, A., Andreassen, T. W., Lervik, L. and Cha, J. (2001) "The Evolution and Future of National Customer Satisfaction Index Models", Journal of Economic Psychology, Vol. 22 (2), pp 217-245.
  6. Nilsson, L, Johnson, M. D. and Gustafsson, A. (2001) "The Impact of Quality Practices on Customer Satisfaction and Business Results: Product versus Service Organizations", Journal of Quality Management, Vol. 6 (1), pp 5-27.
  7. Norling, P. (2001) "Call Centre Companies and New Patterns of Organization", Economic and Industrial Democracy, Vol. 22 (1).

2000

  1. Edvardsson, B., Johnson, M. D., Gustafsson, A. and Strandvik, T. (2000) "The Effects of Satisfaction and Loyalty on Profits and Growth: products versus services", Total Quality Management, Vol. 11 (7).
  2. Edvarsson, B. and Strandvik, T. (2000) "Is a Critical Incident Critical for a Customer Relationship?", Managing Service Quality, Vol. 10 (2).
  3. Gustafsson, A., Ekdahl, F. and Falk, K. (2000) "Linking Satisfaction to Design - A Key to Success for Volvo". Quality Management Journal, Vol. 7 (1).

1999

  1. Edvardsson, B. och Gottfridsson, P. (1999) "Relationsmarknadsföring - synsätt, strategi eller verktyg?", Ekonomiska samfundets Tidskrift, Vol. 52, tredje serien, pp 117-127.
  2. Ekdahl, F., Gustafsson, A. and Edvardsson, B. (1999) "Customer Oriented Service Development at SAS", Managing Service Quality, Vol. 9 (6), pp 403-410.
  3. Gustafsson, A., Ekdahl, F. and Bergman, B. (1999) "Conjoint Analysis - A Useful Tool in the Design Process", Total Quality Management, Vol. 10 (3), pp 327-343.
  4. Gustafsson, A., Ekdahl, F. and Edvardsson, B. (1999) "Customer Focused Product Development in Practice - A Case Study at Scandinavian Airlines System (SAS)", International Journal of Service Industry Management, Vol. 10 (4), pp 344-358.
  5. Herrmann A., Johnson, M., Gustafsson, A. and Huber, F. (1999) "Transformation von Kundenzufriedenheitsurteilen in Produktqualitätsvorgaben", Zeitschrift für Planning, Vol. 10, pp 117-131.
  6. Herrmann, A., Huber, F., Gustafsson, A. and Vetter, I. (1999) "Ein integrativer Ansatz zur Produktentwicklung und Kunden-zufriedenheits-messung", Contolling - Zeitschrift für erfolgsorientierte Unternehmens-steuerung, Vol. 11 (11), pp 509-517.
  7. Roos, I. (1999) "Switching Processes in Customer Relationships". Journal of Service Research, Vol. 2, No. 1, August 1999, pp. 376-393.

1998

  1. Edvardsson, B. (1998) "Causes of Customer Dissatisfaction", Managing Service Quality, Vol. 8 (3).
  2. Edvardsson, B. (1998) "Service Quality Improvement", Managing Service Quality. Vol. 8 (2).
  3. Edvardsson, B. (1998) "Relationsmarknadsföring", Relasjon, juni, pp 4-6.
  4. Friman, M., Edvardsson, B. and Gärling, T. (1998) "Perceived Service Quality Attributes in Public Transport: Inferences from Complaints and Negative Critical Incidents", Journal of Public Transportation. Vol. 2 (1)

1997

  1. Edvardsson, B. (1997) "Quality in New Service Development - Key concepts and a frame of reference", International Journal of Production Economics, Vol. 52 (1-2).
  2. Edvardsson, B., Larsson, G. and Setterlind S. (1997) "Internal Service Quality and the Psychosocial Work Environment: An Empirical Analysis of Conceptual Interrelatedness", The Service Industries Journal, Vol. 17 (2).
  3. Gustafsson, A. (1997) "The New Quality Tools", Total Quality Management, Vol. 8 (2-3), pp 167-172.
  4. Gustafsson, A. and Johnson, M.D. (1997) "Bridging the Quality - Satisfaction Gap", Quality Management Journal, Vol. 4 (3), pp 27-43.

1996

  1. Bejou, D., Edvardsson, B. and Rakowski R. P. (1996) "A Critical Incident Approach to Examining the Effects of Service Failures on Customer Relationships: The Case of Swedish and U.S. Airlines", Journal of Travel Research, Vol XXXV (1).
  2. Edvardsson, B. (1996) "Quality of Service: Making it really work", Managing Service Quality, Vol. 6 (1).
  3. Edvardsson, B. and Olsson, J. (1996) "Key Concepts for New Service Development", The Service Industries Journal, Vol. 16 (2).

1991-95

  1. Edvardsson, B., Haglund, L. and Mattsson, J. (1995) "Analysis, planning, improvisation and control in the development of new services", International Journal of Service Industry Management, Vol. 6 (2), pp 24-36
  2. Edvardsson, B. and Scheuing, E. E. (1994) "Service Integrity", Managing Service Quality, Vol. 4 (4) pp 24-31.
  3. Edvardssson, B., Nyström, H. and Edvinsson, L. (1993) "Internationalization in Service Companies", The Service Industries Journal, Vol. 13 (1).
  4. Edvardsson, B. and Matsson, J. (1993) "An Experienced-based Measure of Service Quality", The Service Industries Journal, Vol. 13 (4).
  5. Edvardsson, B (1992) "Service Breakdowns - A Study of Critical Incidents in an Airline", International Journal of Service Industry Management, Vol. 3 (4).

1988-90

  1. Edvardsson, B. (1990) "Management Consulting - Towards a Successful Relationship", International Journal of Service Industry Management, Vol. 1 (3)
  2. Edvardsson, B. (1988) "Service Quality in Customer Relationships: A Study of Critical Incidents in Mechanical Engineering Companies", The Service Industries Journal, Vol. 8 (4).