Blar i Brage INN på forfatter "Edvardsson, Bo Åke"
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Customer experiences in crisis situations: An agency-structure perspective
Tronvoll, Bård; Edvardsson, Bo Åke (Peer reviewed; Journal article, 2022)In times of crisis, interactions and structures can change, eradicating prevailing norms and rules, with enduring unfavorable effects, and existing conceptual frameworks may fail to explain the effects of radical contextual ... -
Explaining how Platforms Foster Innovation in Service Ecosystems
Tronvoll, Bård; Edvardsson, Bo Åke (Chapter, 2020)Service innovation research has extended the study of service ecosystems to embrace the role of platforms, thus creating a sustainable advantage in competitive markets. Making creative and effective use of innovation ... -
How do actors coordinate for value creation? A signaling and screening perspective on resource integration
Dehling, Sebastian; Edvardsson, Bo Åke; Tronvoll, Bård (Peer reviewed; Journal article, 2022)Purpose – Although service research typically asserts that institutions coordinate actors’ value creation processes, institutions and resources are not necessarily transparent, aligned, or pre-existing. This paper aims to ... -
How platforms foster service innovations
Edvardsson, Bo Åke; Tronvoll, Bård (Peer reviewed; Journal article, 2020) -
Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko; Keyser, Arne; Edvardsson, Bo Åke; Tronvoll, Bård; Gruber, Thorsten (Journal article, 2021-06-01)Despite the widespread adoption of the justice framework in service recovery literature, research findings vary as to what dimension - distributive, interactional, procedural - is most important. This paper contributes to ... -
Moving Toward Collaborative Service Recovery A Multiactor Orientation
Arsenovic, Jasenko; Edvardsson, Bo Åke; Tronvoll, Bård (Journal article; Peer reviewed, 2019)Service recovery research has traditionally been firm-centric, focusing primarily on the time and effort expended by firms in addressing service failures. The subsequent shift to a customer-centric orientation addressed ... -
Reshaping Mental Models – Enabling Innovation through Service Design
Vink, Josina; Edvardsson, Bo Åke; Wetter-Edman, Katarina; Tronvoll, Bård (Journal article; Peer reviewed, 2018)