Browsing Brage INN by Author "Edvardsson, Bo"
Now showing items 1-4 of 4
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A new conceptualization of service innovation grounded in S-D logic and service systems
Edvardsson, Bo; Tronvoll, Bård (Journal article; Peer reviewed, 2013)Engelsk sammendrag (abstract): Purpose—This article conceptualizes service innovation through a service-dominant logic (S-D logic) lens and with a service system foundation. Design/methodology/approach—This conceptual ... -
Complex service recovery processes: how to avoid triple deviation
Edvardsson, Bo; Tronvoll, Bård; Höykinpuro, Ritva (Journal article; Peer reviewed, 2011)Purpose – This article seeks to develop a new framework to outline factors that influence the resolution of unfavourable service experiences as a result of double deviation. The focus is on understanding and managing complex ... -
Expanding understanding of service exchange and value co‐creation: a social construction approach
Edvardsson, Bo; Tronvoll, Bård; Gruber, Thorsten (Journal article; Peer reviewed, 2010)According to service-dominant logic (S-D logic), all providers are service providers, and service is the fundamental basis of exchange. Value is co-created with customers and assessed on the basis of value-in-context. ... -
Money for nothing: The impact of compensation on customers’ bad-mouthing in service recovery encounters.
Arsenovic, Jasenko; Otterbring, Anders Emil Tobias; Trondvoll, Bård; Edvardsson, Bo (Peer reviewed; Journal article, 2022)As one of the retailer’s most potent recovery tactics to offset disgruntled customers, firms invest heavily in compensation to increase customer satisfaction and improve loyalty. However, the effectiveness of this tactic ...