Professor Anders Gustafsson

The use of electrodermal activity (EDA) measurement to understand consumer emotions – A...

• Journal of Business Research
• November 2019

Customer deviance: A framework, prevention strategies, and opportunities for future res...

• Journal of Business Research
• November 2019

The Abercrombie & Fitch Effect: The Impact of Physical Dominance on Male Customers' Sta...

• Journal of Marketing Research
• February 2018

Upframing Service Design and Innovation for Research Impact

• Journal of Service Research
• December 2017

Network orchestration for value platform development

• Industrial Marketing Management
• November 2017

Organizational capabilities for pay-per-use services in product-oriented companies

• International Journal of Production Economics
• October 2017

Service encounters, experiences and the customer journey: Defining the field and a call...

• Journal of Business Research
• April 2017

Identifying categories of service innovation: A review and synthesis of the literature

• Journal of Business Research
• July 2016

Service innovation, renewal, and adoption/rejection in dynamic global contexts

• Journal of Business Research
• July 2016

The effect of frontline employees’ personal self-disclosure on consumers’ encounter exp...

• Journal of Retailing and Consumer Services
• May 2016

Enhancing theory development in service research

• Journal of Service Management
• March 2016

Developing service research – paving the way to transdisciplinary research

• Journal of Service Management
• March 2016

Eye-tracking customers' visual attention in the wild: Dynamic gaze behavior moderates t...

• Journal of Retailing and Consumer Services
• January 2016

Conducting service research that matters

• Journal of Services Marketing
• September 2015

Fresh perspectives on customer experience

• Journal of Services Marketing
• September 2015

Service manoeuvres to overcome challenges of servitisation in a value network

• Production Planning & Control
• May 2015

Strategic brand management: Archetypes for managing brands through paradoxes

• Journal of Business Research
• February 2015

Heuristics and resource depletion: eye-tracking customers’ in situ gaze behavior in the...

• Journal of Business Research
• January 2015

Does Service Employees’ Appearance Affect the Healthiness of Food Choice?

• Psychology and Marketing
• December 2014

The effect of customer information during new product development on profits from goods...

• European Journal of Marketing
• September 2014

Vision (im)possible? The effects of in-store signage on customers’ visual attention

• Journal of Retailing and Consumer Services
• September 2014

Turning customer satisfaction measurements into action

• Journal of Service Management
• August 2014

Guest editorial

• Journal of Service Management
• August 2014

Small details that make big differences

• Journal of Service Management
• April 2014

An Extended Method to Measure Overall Consumer Satisfaction with Packaging

• Packaging Technology and Science
• February 2014

COMPETETING CATEGORIES OF SERVICE INNOVATION

• January 2014

Servitization of Capital Equipment Providers in the Pulp and Paper Industry

• January 2014

Left isn't always right: placement of pictorial and textual package elements

• British Food Journal
• August 2013

Relationship Characteristics and Cash Flow Variability: Implications for Satisfaction, ...

• Journal of Service Research
• January 2013

Any way goes: Identifying value constellations for service infusion in SMEs

• Industrial Marketing Management
• January 2013

Let the music play or not: The influence of background music on consumer behavior

• Journal of Retailing and Consumer Services
• November 2012

Co-creation with customers

• Journal of Service Management
• June 2012

Reasons for household food waste with special attention to packaging

• Journal of Cleaner Production
• March 2012

Competitive advantage through service differentiation by manufacturing companies

• Journal of Business Research
• December 2011

The influence of active and passive customer behavior on switching in customer relation...

• Managing Service Quality
• September 2011

«Customer Integration in New Service Development: Experiences from Sweden»

• June 2011

Idea generation: customer co‐creation versus traditional market research techniques

• Journal of Service Management
• April 2011

Theory of attractive quality and life cycles of quality attributes

• The TQM Journal
• March 2011

Identifying ideas of attractive quality in the innovation process

• The TQM Journal
• January 2011

Collaboration with Customers - Understanding the Effect of Customer-Company Interaction...

• January 2011

Service strategies in a supply chain

• Journal of Service Management
• August 2010

How to create attractive and unique customer experiences

• Marketing Intelligence & Planning
• June 2010

Match or Mismatch: Strategy-Structure Configurations in the Service Business of Manufac...

• Journal of Service Research
• March 2010

Service Innovationservice innovation and Customer Co-development

• January 2010

Customer satisfaction with service recovery

• Journal of Business Research
• November 2009

Managerial Recommendations for Service Innovations in Different Product-Service Systems

• January 2009

Degree of service-orientation in the pulp and paper industry

• International Journal of Services Technology and Management
• January 2009

Customer satisfaction in the first and second moments of truth

• Journal of Product & Brand Management
• October 2008

Understanding Frequent Switching Patterns

• Journal of Service Research
• August 2007

Conjoint Measurement

• January 2007

Conjoint Analysis as an Instrument of Market Research Practice

• January 2007

Non-geometric Plackett-Burman Designs in Conjoint Analysis

• January 2007

On the Influence of the Evaluation Methods in Conjoint Design - Some Empirical Results

• January 2007

Involving Customers in New Service Development

• October 2006

Developing successful technology‐based services: the issue of identifying and involving...

• Journal of Services Marketing
• August 2006

Defining relationship quality for customer‐driven business development

• International Journal of Service Industry Management
• March 2006

Involving Customers in New Service Development

• January 2006

Challenges in New Service Development and Value Creation through Service

• January 2006

The role of customer clubs in recent telecom relationships

• International Journal of Service Industry Management
• December 2005

The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers ...

• Journal of Marketing
• October 2005

QUIS 9 symposium – service excellence in management

• International Journal of Service Industry Management
• April 2005

Service portraits in service research: a critical review

• International Journal of Service Industry Management
• February 2005

Determining Attribute Importance in a Service Satisfaction Model

• Journal of Service Research
• November 2004

Customer clubs in a relationship perspective: a telecom case

• Managing Service Quality
• April 2004

Customer Switching Patterns in Competitive and Noncompetitive Service Industries

• Journal of Service Research
• February 2004

Harnessing the Creative Potential among Users*

• Journal of Product Innovation Management
• January 2004

The role of quality practices in service organizations

• International Journal of Service Industry Management
• May 2003

Non-geometric Plackett-Burman Designs in Conjoint Analysis

• January 2003

Conjoint Analysis as an Instrument of Market Research Practice

• January 2003

On the Influence of the Evaluation Methods in Conjoint Design — Some Empirical Results

• January 2003

Comparing customer satisfaction across industries and countries

• Journal of Economic Psychology
• December 2002

The evolution and future of national customer satisfaction index models

• Journal of Economic Psychology
• April 2001

Non-geometric Plackett-Burman Designs in Conjoint Analysis

• January 2001

Conjoint Analysis as an Instrument of Market Research Practice

• January 2001

On the Influence of the Evaluation Methods in Conjoint Design — Some Empirical Results

• January 2001

The effects of satisfaction and loyalty on profits and growth: Products versus services

• Total Quality Management
• September 2000

Conjoint Measurement

• January 2000

Non-geometric Plackett-Burman Designs in Conjoint Analysis

• January 2000

Conjoint Analysis as an Instrument of Market Research Practice

• January 2000

On the Influence of the Evaluation Methods in Conjoint Design — Some Empirical Results

• January 2000

Customer‐oriented service development at SAS

• Managing Service Quality
• December 1999

Customer focused service development in practice – A case study at Scandinavian Airline...

• International Journal of Service Industry Management
• October 1999

Conjoint analysis: A useful tool in the design process

• Total Quality Management
• May 1999

The new quality tools

• Total Quality Management
• June 1997

Customer Retention in the Automotive Industry

• January 1997

Linking Satisfaction to Design — A Key to Success for Volvo

• January 1997

Improved Customer Satisfaction Is Volvo Priority

• January 1997

Customer Integration in Service Innovation

Services Science with a Focus on Academia and Company Collaboration

Success Factors in New Service Development and Value Creation through Services

New service development from the perspective of value co-creation in a service system