• A4A relationships 

      Polese, Francesco; Pels, Jaqueline; Tronvoll, Bård; Bruni, Roberto; Carrubbo, Luca (Journal article; Peer reviewed, 2017)
      Purpose The purpose of this paper is to investigate the characteristics of actors that allow them to relate to others actors in the system through shared intentionality (orientation) and the nature of the A4A relationship ...
    • 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 ...
    • Emosjoner i kundedrevet samskaping av tjenester 

      Tronvoll, Bård; Mysen, Tore (Journal article; Peer reviewed, 2017)
      Digitalisering av markedsføringskanaler sammen med ny teknologi gjør kunder i stadig større grad i stand til selv å velge ulike leverandører av tjenester og skape en opplevelse som er tilpasset egne ønsker. Kunden blir ...
    • Emotional strategizing in service innovation 

      von Koskull, Catharina; Strandvik, Tore; Tronvoll, Bård (Journal article; Peer reviewed, 2016)
      Purpose – In this paper, we shed light on an aspect of service innovation processes that has remained fairly hidden so far, namely, the role of emotions. Design/methodology/approach – We use the strategizing approach from ...
    • 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. ...
    • Negative emotions and their effect on customer complaint behaviour 

      Tronvoll, Bård (Journal article; Peer reviewed, 2011)
      Purpose: This study investigates pre-complaint situations and has a threefold purpose: (i) to identify a set of negative emotions experienced in unfavourable service experiences, (ii) to examine the patterns of these ...
    • Reshaping Mental Models – Enabling Innovation through Service Design 

      Vink, Josina; Edvardsson, Bo Åke; Wetter-Edman, Katarina; Tronvoll, Bård (Journal article; Peer reviewed, 2018)
    • Strategic brand management: Archetypes for managing brands through paradoxes 

      Högström, Claes; Gustafsson, ,Anders; Tronvoll, Bård (Journal article; Peer reviewed, 2015)
      Although brands are acknowledged as significant assets in a firm's value creation and differentiation process, branding literature often describes opposing perspectives and contradictory demands. This article develops ...
    • The Actor: The Key Determinator in Service Ecosystems 

      Tronvoll, Bård (Journal article; Peer reviewed, 2017)
      Most descriptions of service ecosystems, which provide the foundations for value co-creation, focus on resource integration. In contrast, this article emphasizes the actor’s key role as the foundation resource for value ...