Bokkapitel

2024

  1. Edvardsson, B., & Tronvoll, B.(2024). Managing Customer Experiences in Times of Crisis, In (Eds.) Kristensson, P., Witell, L. & Zaki, M. Handbook of Service Experience. Edward Elgar, UK.)
  2. Fahimi, M., Falk P., Gray, J.W.Y., & Jarke, J. (2024). In/visibilities in Data Studies: Methods, Tools, and Interventionin Jarke, J. & Bates, J. (Eds.), Dialogues in Data Power, Bristol University Press.
  3. Karlsson, J., Edlom, J., & Ryan Bengtsson, L. (2024). Innovating music experiences: Creativity in pandemic times. In Innovation in Music: Cultures and Contexts(pp. 232-246). Focal Press.
  4. Karlsson, J., Edlom, J., Ryan Bengtsson, L. & Camén, C. (2024). ABBA Voyage – fygitala livekonserter och fanupplevelser. I Florén, T. & Gullö, J-O (red).Musik – musikproduktion – musikbransch. Dalarna University
  5. Karlsson, J., Witell, L., Hedvall, K., & Camén, C.(2024). The Customer Reuse Experience, In (Eds.) Kristensson, P., Witell, L. & Zaki, M. Handbook of Service Experience. Edward Elgar, UK.
  6. Löfberg, N., Tronvoll, B., & Åkesson, M.(2024). Enhancing Customer Experience in Digital Servitization: The Impact of Service-Dominant Logic, In (Eds.) Kristensson, P., Witell, L. & Zaki, M. Handbook of Service Experience. Edward Elgar, UK.
  7. Ryan Bengtsson, L., Karlsson, J. & Edlom, J. (2024). Röster från den svenska musikbranschen: utmaningar och lösningar under pandemin. I Florén, T. & Gullö, J-O (red).Musik – musikproduktion – musikbransch. Dalarna University.
  8. Shams, P., & Verhulst, N. (2024). Neurophysiological Frontiers in Service Research: Unraveling the Mysteries of Customer Experience, In (Eds.) Kristensson, P., Witell, L. & Zaki, M. Handbook of Service Experience. Edward Elgar, UK.
  9. Tronvoll, B., & Edvardsson, B. (2024). Understanding how service ecosystem actors collaborate for value cocreation. In An Agenda for Service Marketing. Edited by Oliver Furrer, Mikele Landry, Chloé Baillod and Jie Yu Kerguignas, Edward Elgar Publishing, London.
  10. Öberg, C. & Gustafsson, A. (2024). Making sense of disruption. Individuals In B2B marketing, Sensemaking and action in context. Routledge.

2023

  1. Edvardsson, B. & Tronvoll, B. (2023). New Service Development: Key concepts and performance drivers, in F. Gallouj, C. Gallouj, MC. Monnoyer, L. Rubalcaba (Eds.) Elgar Encyclopedia of Services, (pp. 375-378), Edward Elgar Publishing, Inc.
  2. Echeverri, P. (2023). Retaining Identity in Services, in F. Gallouj, C. Gallouj, MC. Monnoyer, L. Rubalcaba (Eds.) Elgar Encyclopedia of Services, (pp. 312-313), Edward Elgar Publishing, Inc.
  3. Enquist, B., & Sebahtu, S.P. (2023). SDGs and Strategic Priorities of MNEs for Sustainability Transformation: Lessons from IKEA, van Tulder, R., Giulain, E., & Álvarez, I., (Eds.) International Business and Sustainable Development Goals, Progress in International Business Research, Vol. 17, (pp. 111-131). Emerald Publishing Limited, Leeds.
  4. Falk, P. (2023). Data matter: as data become matter, design matters, Chapter in: The Materials of Service Design, Chapter 14, pp. 143-148, Edward Elgar Publishing.
  5. Gustafsson, A., Kristensson, P., Schirr, G. R., & Witell, L. (2023). Innovation when all products are services. The PDMA Handbook of Innovation and New Product Development, 461
  6. Magnusson, P. R. (2023). Harnessing ordinary users’ ideas for innovation. In L. Bstieler & C. H. Noble (Eds.), The PDMA Handbook of Innovation and New Product Development (4th ed., pp. 337-349). John Wiley & Sons Inc.
  7. Ooi, C-S, Ek, R., & Larson, M. (2023). Nordic Noir and miserable landscape tourism, in E. Champion, C. Lee & R. Peaslee (Eds.)Screen Tourism and Affective Landscapes: the Real, the Virtual, and the Cinematic, Routledge Cultural Heritage and Tourism Series, Routledge.
  8. Pettersson, Per (2023). Do we really need special regulation of religion? In Helena Vilaça, Maria João Oliveira and Anne-Laure Zwilling (Eds.) Contemporary Challenges to the Regulation of Religions in Europe. Porto, Portugal: U.Porto Press, ISBN 978-989-746-360-0, pp 85-95.
  9. Sihvonen, A., Sukhov, A., Netz, J., Olsson, L.E., & Magnusson, P. (2023). Intuition, Analysis and Sensemaking: How to Select Ideas for Innovation. In Developing the Intuitive Executive. Taylor & Francis.
  10. Sukhov, A. & Sihvonen, A. (2023). Combining grounded theory coding and fuzzy-set qualitative comparative analysis to understand decision-making complexity. InSage Research Methods: Business. SAGE Publications, Ltd.,
  11. Tarasi, C., & Witell, L. (2023). Hierarchical linear model applications to large datasets. In Sage Research Methods: Business. SAGE Publications, Ltd., https://doi.org/10.4135/9781529667820
  12. Tronvoll, B., Edvardsson, B. (2023). Understanding How Service Ecosystem Actors Collaborate for Value Cocreation, In O. Furrer and M. Landry, A Research Agenda for Service Marketing, Edward Elgar.
  13. Witell, L., Snyder, H., & Carlborg, P. (2023). Against Service Innovation: Why Service Innovation Is Not Sustainable. In Debating Innovation: Perspectives and Paradoxes of an Idealized Concept (pp. 203-219). Cham: Springer International Publishing.
  14. Witell, L. (2023). Service Innovation in Manufacturing Firms, In F. Gallouj, C. Gallouj, MC. Monnoyer, L. Rubalcaba (Eds.) Elgar Encyclopedia of Services

2022

  1. Ahlin, K., Crusoe, J. (2022). Why Should You Believe inOpen Data? – A Document Study Examining Persuasion Rhetoric ofOGD Benefits. In: ,et al.Electronic Government. EGOV 2022. Lecture Notes in Computer Science, vol 13391. Springer, Cham.
  2. Edvardsson, B., & Tronvoll, B. (2022). Service management: Evolution, current challenges and opportunities. in B. Edvardsson & B. Tronvoll (Eds.), The Palgrave Handbook of Service Management, (pp. 35-51). Palgrave Macmillan Cham.
  3. Edvardsson, B., Tronvoll, B., (2022). Setting the scene of Service Management (Overview). In B. Edvardsson and B. Tronvoll (Eds.), The Palgrave Handbook of Service Management, chapter 1, (pp 3-18). Cham: Palgrave Macmillan
  4. Edvardsson, B., Tronvoll, B., & Witell, L. (2022). Understanding key market challenges through service innovation, in B. Edvardsson & B. Tronvoll (Eds.), The Palgrave Handbook of Service Management, (pp. 613-627). Palgrave Macmillan Cham.
  5. Enquist, B. & Petros Sebhatu, S., (2022). Service Management for Sustainable Business Transformation in B. Edvardsson & B. Tronvoll (Eds.), The Palgrave Handbook of Service Management, (pp. 411-435). Palgrave Macmillan Cham.
  6. Findsrud, R., Tronvoll, B. (2022). Deep Learning in Higher Education: A Service-Dominant Logic Perspective. In: Gummesson, E., Díaz-Méndez, M., Saren, M. (eds) Improving the Evaluation of Scholarly Work. Springer, Cham.
  7. Geissinger, A., Laurell, C., Öberg, C., & Sandström, C. (2022). The sharing economy as an entrepreneurial evolution of electronic commerce. In E. Vinogradov, B. Leick & D. Assadi (Eds.), Digital Entrepreneurship and the Sharing Economy (pp. 72-87). New York: Routledge.
  8. Karpen, I.O., Vink, J. & Trischler, J. (2022). Service design for systemic change in legacy organizations: A bottom-up approach to redesign in B. Edvardsson & B. Tronvoll (Eds.), The Palgrave Handbook of Service Management, (pp. 457-479). Palgrave Macmillan Cham.
  9. Kristensson, P., Blom, J.H., & Wästlund E. (2022) Behavior change: Five ways to facilitate co-creation of service for a better world in B. Edvardsson & B. Tronvoll (Eds.), The Palgrave Handbook of Service Management, (pp. 303-314). Palgrave Macmillan Cham.
  10. Magnusson, P.R. & Odhe, JE (2022). Servitization and the necessity of becoming ambidextrous: A 12 year longitudinal study in B. Edvardsson & B. Tronvoll (Eds.), The Palgrave Handbook of Service Management, (pp. 201-222). Palgrave Macmillan Cham
  11. Tierney, K., Karpen, I.O. & Westberg, K. (2022). The role of brand-facing actors in shaping institutions through brand meaning co-creation, in S. Markovic, R. Gyrd-Jones, S. von Wallpach, and A. Lindgreen (Eds.), Research Handbook on Brand Co-Creation, (pp. 122-137), Edward Elgar Publishing Limited.
  12. Tronvoll, B., & Edvardsson, B. (2022). Defining and framing Service Management, in B. Edvardsson & B. Tronvoll (Eds.), The Palgrave Handbook of Service Management, (pp. 19-33). Palgrave Macmillan Cham.
  13. Tronvoll, B. (2022). Expanding the scope of service recovery in B. Edvardsson & B. Tronvoll (Eds.), The Palgrave Handbook of Service Management, (pp. 849-868). Palgrave Macmillan Cham.
  14. Wik, M., & Bergkvist, L. (2022). Exploring Mobile Co-design in the Context of Use Continuous Elicitation and Evaluation of Design Suggestions. In: Kurosu, M. (eds) Human-Computer Interaction. Theoretical Approaches and Design Methods. HCII 2022. Lecture Notes in Computer Science, vol 13302. Springer, Cham.
  15. Witell, L., Carlborg, P., & Snyder, H. (2022). Beyond the line of visibility: Toward sustainable service innovation in B. Edvardsson & B. Tronvoll (Eds.), The Palgrave Handbook of Service Management, (pp. 577-593). Palgrave Macmillan Cham.
  16. Öberg, C. (2022). Network pictures – Cognition in a networked context. In R. J. Galavan & K. J. Sund (Eds.), Thinking about Cognition: New Horizons in Managerial and Organizational Cognition (pp. 89-102): Emerald Publishing Limited.

2021

  1. Aas, T. H., Hjemdahl, K. M., Nordgård, D., & Wästlund, E. (2021). Outbound Open Innovation in Tourism: Lessons from an Innovation Project in Norway. In Managing Open Service Innovation, (pp. 167-185).
  2. Bäckström, I., & Magnusson, P. R. (2021). Managing digital employee-driven innovation: The role of middle-level managers and ambidextrous leadership. In P. Ekman, P. Dahlin, & C. Keller (Eds.), Management and information technology after digital transformation. Routledge
  3. Börjesson. M., Friman M., and M. Fadaei (2021). Large increases in bus use in Sweden: lessons learned. In Graham Currie "Handbook of Public Transport Research", (p. 434-453). Edward Elgar Publishing.
  4. Di Pietro, L., Renzi, M. F., & Edvardsson, B., (2021). Sustainable Business Practice for Transformative Change: the case of Eataly, Chapter in: Petros, S., Enquist, B., & Edvardsson, B. Eds., (2021). Business Transformation for a Sustainable Future, Routledge, London
  5. Falk, P. (2021). Towards a public sector data culture: Data as an individual and communal resource in progressing democracy. In Concilio, G., Pucci, P., Raes, L., & Mareels, G. (Eds.). The Data Shake. Pp. 35-45.SpringerBriefs in Applied Sciences and Technology. Springer, Cham.
  6. Geissinger, A., Pelgander, L., & Öberg, C. (2021).The identity crisis of 'sharing': From the co-op economy to the urban sharing economy phenomenon. In T. Sigler & J. Corcoran (Eds.), The Modern Guide to the Urban Sharing Economy, (pp. 41-55): Edward Elgar Publishing.
  7. Kowalkowski, C., Sörhammar, D., & Tronvoll, B. (2021). Digital Servitization: How Manufacturing Firms Can Enhance Resource Integration and Drive Ecosystem Transformation. In M. Kohtamäki, T. Baines, R. Rabetino, A. Z. Bigdeli, C. Kowalkowski, R. Oliva, & V. Parida (Eds.), The Palgrave Handbook of Servitization, (pp. 27–39). Cham: Palgrave Macmillan.
  8. Kristensson, P. (2021). Transforming people’s lives and world for the better. The new purpose of marketing. In Petros, S., Enquist, B., & Edvardsson, B. (eds.). Business Transformation for a Sustainable Future. UK: Routledge.
  9. Kristensson, P., Blom, J.H. & Wästlund, E. (2021). Behavior change – the final piece to service our world. In Tronvoll, B. & Edvardsson, B. (eds.). Service Management. US: Palgrave Publishing
  10. Larson, M. (2021). Letter from Mia Larson. In Correia, A. and Dolnicar, S. (Eds.) Women’s voices in tourism research – Contributions to knowledge and letters to future generations . Brisbane: The University of Queensland. . DOI:
  11. Mehran, J., Escallada, O., & Hossein, O. (2021) Employee well-being in guest-oriented industries - Evidence from food and beverage sector. In Farmaki, A., & Pappas, N. (Eds). Emerging Transformations in Tourism and Hospitality, Routledge, London, UK.
  12. Olsson, L. & Friman, M. (2021) Steering towards happiness in sustainable travel. In Petros, S., Edvardsson, B., & Enquist, B. Challenge-driven Sustainable and Innovative Business Societal Transformation, (pp. x-y). Greenleaf Publishing/PRME Book series. Taylor and Francis, UK.
  13. Patricio, L., Fisk, R., & Edvardsson, B. (2021). Designing for Transformative Collaboration in Complex Service systems, Chapter in: Petros, S., Enquist, B., & Edvardsson, B. Eds., (2021). Business Transformation for a Sustainable Future, Routledge, London.
  14. Petros, S., Enquist, B., & Edvardsson, B., (2021). Implications from Business Transformation for a Sustainable Future, Chapter in: Petros, S., Enquist, B., & Edvardsson, B. Eds., (2021). Business Transformation for a Sustainable Future, Routledge, London
  15. Svensson, A., Bergkvist, L., Bäccman, C., & Durst, S. (2021). Challenges in implementing digital assistive technology in municipal healthcare. In P. Ekman, P. Dahlin, & C. Keller (Eds). Management and Information Technology after Digital Transformation. (Chapter 9). Routledge Studies in Innovation, Organizations and Technology. Routledge.
  16. Sörhammar, D., Tronvoll, B., and Kowalkowski C., and (2021) Managing digital servitization: a service ecosystem perspective, In P. Ekman, P. Dahlin and C. Keller (Eds) Management and Information Technology after Digital Transformation (pp. 23-32). Routledge.
  17. Tierney, K. D., Karpen Ingo O., and K. Westberg, (forthcoming). The role of brand-facing actors in shaping institutions through brand meaning co-creation. In: Research Handbook on Brand Co-creation: Theory, practice, and ethical implications. Book editors:StefanMarkovic, Richard Gyrd-Jones, Sylvia von Wallpach, and Adam Lindgreen. Edward Elgar.
  18. Tronvoll, B., Kowalkowski C., and Sörhammar, D. (2021) Transforming small and medium-sized enterprises (SMEs) to a digital enabled landscape, In Ritter, T., Lindgreen, A., Ringberg, T., and Pedersen, C.L. (Eds) Big Data in Small Business, Edward Elgar Publishing.
  19. Valdés-Loyola, A., Reynoso, J., & Edvardsson, B., (2021). Sustainable Business Practice for Transformative Change: the case of Eataly, Chapter in: Petros, S., Enquist, B., & Edvardsson, B. Eds., (2021). Business Transformation for a Sustainable Future, Routledge, London.
  20. Witell, L. (2021). Business Models for Digital Service Infusion Using AI and Big Data. In M. Kohtamäki, T. Baines, R. Rabetino, A. Z. Bigdeli, C. Kowalkowski, R. Oliva, & V. Parida (Eds.), The Palgrave Handbook of Servitization, (pp. 103–115). Cham: Palgrave Macmillan.
  21. Åkesson, M., & Löfberg, N. (2021). Service-Dominant Logic: A Missing Link in Servitization Research? In M. Kohtamäki, T. Baines, R. Rabetino, A. Z. Bigdeli, C. Kowalkowski, R. Oliva, & V. Parida (Eds.), The Palgrave Handbook of Servitization, (pp. 389–402). Cham: Palgrave Macmillan.
  22. Öberg, C. (2021). Network pictures – Cognition in a networked context. In R. J. Galavan & K. J. Sund (Eds.), New Horizons in Managerial and Organizational Cognition (pp. 89-102): Emerald Publishing Limited.

2020

  1. Ek, R., Hardy, A., Larson. M. & Ooi, C-S. (2020). Emotional Labor of the Co-Created Tourism Experience. In Dixit, S. K. (eds.). The Routledge Handbook of Tourism Experience Management and Marketing. New York: Routledge.
  2. Friman, M. & Olsson, L. E. (2020). Roads to car-free cities – Introducing the three-dimensional balanced transport intervention ladder. In R.M. Doheim, A.A. Farag & E. Kamel (Eds.) Humanizing Cities Through Car-Free City Development and Transformation. IGI Global
  3. Olsson, L. E. & Friman, M. (2020). Public Transport as a Provider of MaaS in Rural Areas: Mission (Im)Possible? In Amaral, A., Barreto, L., Baltazar, S. Silva, P. J. & Gonçalvesthe, L. (Eds.) Implications of Mobility as a Service (MaaS) in Urban and Rural Environments (pp.109-124). IGI Global
  4. Pettersson, P.(2020). Utveckla kyrkans upplevelserum som en andlig resurs för svenska folket!, i Thomas Pfitzinger-Drewes och Annika Eriksdotter (red.) Kyrkopedagogik. ý: Votum förlag, s. 64-68.
  5. Pettersson, P. (2020). Sweden: Silent Religious Retreat as Rehabilitation Treatment in Prison. In Martínez-Ariño, Julia and Anne-Laure Zwilling (eds.) Religion and Prison in Europe. A Contemporary Overview. Cham: Springer, p. 359-371.
  6. Kowalkowski, C., & Witell, L. (2020). Service innovation. In Bridges, E. and Fowler, K. (Eds.) The Routledge Handbook of Service Research Insights and Ideas (p. 3-23). New York: Routledge.Chicago.
  7. Vargo, S.L., Koskela-Huotari, K. and Vink, J. (2020). Service-Dominant Logic: Foundations and Applications. In Bridges, E. and Fowler, K. (Eds.) The Routledge Handbook of Service Research Insights and Ideas. Routledge.

2019

  1. Archpru Akaka, M., Koskela-Huotari, K., and Vargo, S.L. (2019). Further Advancing Service Science with Service-Dominant Logic: Service Ecosystems, Institutions, and their Implications for Innovation. In Maglio, P. P., Kieliszewski, C. A., Spohrer, J. C., Lyons, K., Patricio, L. & Sawatani, Y. (Eds.). Handbook of Service Science, Volume II (pp. 641-659). New York: Springer.
  2. Bergkvist, L. and Karlsson, J. (2019). Bridging the gap - from great ideas to realized innovations. In Kristensson, P., Magnusson, P.R., & Witell, L. (Eds), Service Innovation for Sustainable Business: Stimulating, Realizing and Capturing the Value from Service Innovation (pp. 225-252). Singapore: World Scientific.
  3. Camén, C., andEriksson, H.(2019). Upphandling och kvalitet - går bra kvalitet att upphandla? I Upphandlad (pp. 105-138). Idealistas.
  4. Findsrud, R. and Dehling, S. (2019) Resource Integration Processes as a Microfoundation for Service Innovation. In Kristensson, P., Magnusson, P.R., and Witell, L. (Eds), Service Innovation for Sustainable Business: Stimulating, Realizing and Capturing the Value from Service Innovation (pp. 95-116). Singapore: World Scientific.
  5. Friman, M., Olsson, L. E., Waygood, E.O.D., andMitra, R. (2019). Transportation and Children’s Wellbeing: Future directions. Chapter in Waygood, E.O.D., Friman, M., Olsson, L. E., and Mitra, R. (Eds.)Children´s travel and wellbeing. Amsterdam: Elsevier
  6. Fyrberg Yngfalk, A., and Yngfalk, C.(2019)Hybridity as Fluid Identity In the Organization of Associations. In Managing Hybrid Organizations. (pp 109-128). Springer Nature Switzerland AG.
  7. Glaa, B., Kristensson, P. andWitell, L. (2019). Service teams and understanding of customer value creation. In P. Kristensson et al., (Eds.). Service Innovation for Sustainable Business. Singapore: World Scientific Press.
  8. Kristensson, P. andMagnusson, P. (2019). Servitization goes to the psychologist. In P. Kristensson et al., (Eds.). Service Innovation for Sustainable Business. Singapore: World Scientific Press.
  9. Magnusson, P. R., Hipp, C., andEdvardsson, B. (2019). Exploring the challanges of servitization in manufacturing companies. In P. Kristensson, P. R. Magnusson, & L. Witell (Eds.), Service innovation for sustainable business - Stimulating, realizing and capturing the value from service innovation (pp. 253-279). New Jersey: World Scientific.
  10. Malmberg L., Rodrigues V., Lännerström L., Wetter-Edman K., Vink J., and Holmlid S. (2019). Service design as a transformational driver towards person-centered care in healthcare, in: Pfannstiel M. A., Rasche C. (Eds.), Service Design and Service Thinking in Healthcare and Hospital Management; Theory, Concepts and Practice, Springer International Publishing AG, Cham,(in print).
  11. Myhrén, P., Witell, L. and Åkesson, M. (2019). Creating the perfect match: roles and archetypes of open service innovation. In Kristensson, P., Magnusson, P.R., and Witell, L. (Eds), Service Innovation for Sustainable Business: Stimulating, Realizing and Capturing the Value from Service Innovation (pp. 225-252). Singapore: World Scientific.
  12. Netz, J., and Magnusson, P. R. (2019). Methods and Tools for Service Innovation. In P. Kristensson, P. R. Magnusson, & L. Witell (Eds.), Service innovation for sustainable business - Stimulating, realizing and capturing the value from service innovation (pp. 15-27). New Jersey: World Scientific.
  13. Pettersson, Per (2019). The problem of defining religion in an increasingly individualised and functionally differentiated society. In Ulrich Riegel, Stefan Heil, Boris Kalbheim and Alexander Unser (eds.) Understanding Religion. Empirical Perspectives in Practical Theology. Essays in Honour of Hans‐Georg Ziebertz. Münster: Waxmann, p. 165-178.
  14. Pettersson, P.(2019). Profiling confirmation work as marketing strategy. A case study from Sweden, in Friedrich Schweitzer, Wolfgang Ilg and Peter Schreiner (eds.) Researching Non-Formal Religious Education in Europe. Münster: Waxmann, pp. 219-233.
  15. Romm J., and Vink J. (2019). Investigating the ‘In-betweeness’ of Service Design Practitioners in Healthcare, in: Pfannstiel M. A., Rasche C. (Eds.), Service Design and Service Thinking in Healthcare and Hospital Management; Theory, Concepts and Practice, Springer International Publishing AG, Cham,(in print).
  16. Røhnebæk, M., Engen, M. and Hella, T.E. (2019). Institutional logics in service ecosystems – an analysis of immigration and social inclusion, in Toivonen, M. & Eveliina, S. (Eds.), Human-Centered Digitalization and Services. Translational System Sciences. Vol. 19. Springer Nature Singapore. Pp. 101-118.
  17. Samuelsson, P., Sukhov, A., Lu, C., andKaluza, J. (2019). Public Management Logics for Service Innovation.Service Innovation For Sustainable Business: Stimulating, Realizing And Capturing The Value From Service Innovation, 49.
  18. Samuelsson, P., Witell, L., Gottfridsson, P., andElg, M. (2019). Incremental and Radical Service Innovation in Healthcare. Chapter in:Maglio, P.P.,Kieliszewski, C.A.,Spohrer, J.C.,Lyons, K.,Patricio, L.,Sawatani, Y. (Eds.) Handbook of Service Science, Volume II(pp. 619-638). Springer, Cham.
  19. Sebhatu, S. P.and Enquist, B.(2019).Values-Driven Service Innovation for Transformational Change, In Kristensson, P., Magnusson, P. and Witell, L. (ed.), In Service Innovation for Sustainable Business: Stimulating, Realizing and Capturing the Value from Service Innovation, World Scientific Publishing, chapter 11, pages 203-223.
  20. Sukhov, A., Magnusson, P. R., andNetz, J. (2019). What is an Idea for Innovation?.Service Innovation For Sustainable Business: Stimulating, Realizing And Capturing The Value From Service Innovation, 29.
  21. Tronvoll, B., Edvardsson, B., Jonzon, and Møllerskov, M. (2019). From customer feedback to innovation: The IKEA innovation journey from screws to click, in Kristensson, P., Magnusson, P. and Witell, L. In Service Innovation for Sustainable Business: Stimulating, Realizing and Capturing the Value from Service Innovation, World Scientific, pp. 75-93.
  22. Vink, J., Joly, M., Prestes, Wetter-Edman, K., Tronvoll, B., and Edvardsson, B. (2019). Changing the Rules of the Game in Healthcare Through Service Design. In Pfannstiel, M.A., and C. Rasche (Eds.), Service Design and Service Thinking in Healthcare and Hospital Management, Theory, Concepts, Practice, Springer Nature Switzerland AG, 2019.
  23. Westman, J., Friman, M., andOlsson, L. E. (2019). Travel and child wellbeing: The cognitive and psychological domains. Chapter in Waygood, E.O.D., Friman, M., Olsson, L. E., & Mitra, R. (Eds.), Children´s travel and wellbeing. Amsterdam: Elsevier.
  24. Waygood, E.O.D., Friman, M., Olsson, L. E., andMitra, R. (2019). Introduction to Transport and Child Wellbeing. Chapter in Waygood, E.O.D., Friman, M., Olsson, L. E., & Mitra, R. (Eds.), Children´s travel and wellbeing. Amsterdam: Elsevier.
  25. Witell, L., Magnusson, P. R., Edvardsson, B., and Beckman, H. (2019). Value Creation in Service-based states of business relationships. In P. Kristensson, P. R. Magnusson, & L. Witell (Eds.), Service innovation for sustainable business - Stimulating, realizing and capturing the value from service innovation (pp. 281-305). New Jersey: World Scientific.
  26. Wästlund, E., Shams, P., Otterbring, T., and Ricardo, M. (2019). Unveiling the Hidden Aspects of Service Innovatioin: using Eye Tracking to Understand and Enhance Customer Experience. InService Innovation For Sustainable Business:Stimulating, Realizing And Capturing The Value From Service Innovation/ [ed] Per Kristensson, Peter Magnusson, Lars Witell, World Scientific, 2019.

2018

  1. Aas, T. H., Hjemdahl, K. M., Nordgård, D., and Wästlund, E. (2018).Outbound open innovation in tourism: Lessonsfrom an innovation project in Norway. In T. H. Aas and A.-L. Mention (Eds.),Managing Open Service Innovation. London: World Scientific Publishing.
  2. Edvardsson, B., Tronvoll, B., andWitell, L. (2018). An ecosystem perspective on service innovation. In A Research Agenda for Service Innovation. Edward Elgar Publishing.
  3. Friman, M., Ettema, D., and Olsson, L. E. (2018). Travel and Well Being: Future Prospects. Chapter in M. Friman, L. E. Olsson and D. Ettema (Eds.), Quality of Life and Daily Travel (pp. 255-265). Amsterdam: Springer.
  4. Fyrberg Yngfalk, A, and C. Yngfalk (2018) Hybridity as Fluid Identity in the Organization of Associations in Furusten, Staffan & Alexius, Susanna (ed.), Managing Hybrid Organizations, Palgrave McMillan.
  5. Gärling, T., andFriman, M., (2018). Economic and Psychological Determinants of Ownership, Use and Changes in Use of Private Cars. Chapter A. Lewis (Ed.), The Cambridge Handbook of Psychology and Economic Behaviour, 2nd Edition (pp. 567-594). UK: Cambridge University Press.
  6. Kaartemo, V., Kowalkowski, C. and Edvardsson, B. (2018). Enhancing the understanding of processes and outcomes of innovation: the contribution of effectuation to S-D logic. In Vargo, S. L. and Lusch, R. F. (Eds.) The SAGE Handbook of Service-Dominant Logic, (pp. 522-535). London, UK: SAGE Publications Inc.
  7. Koskela-Huotari, K., Edvardsson, B. and Tronvoll, B. (2018). Resource integration and the emergence of novel resources. In Vargo, S. L. and Lusch, R. F. (Eds.) The SAGE Handbook of Service-Dominant Logic, (pp. 372-387). London, UK: SAGE Publications Inc.
  8. Koskela-Huotari, K. and Vargo, S. L. (2018). Why Service-Dominant Logic? In Vargo, S. L. and Lusch, R. F. (Eds.) The SAGE Handbook of Service-Dominant Logic, (pp. 40-57). London, UK: SAGE Publications Inc.
  9. Kühle, L., Schmidt, U., Arly Jacobsen, B., and Petterson, P. (2018). Religion and State: Complexity in Change. In: Furseth I. (eds) Religious Complexity in the Public Sphere. Palgrave Studies in Religion, Politics, and Policy. Palgrave Macmillan: Cham, (pp. 81-135).
  10. Netz, J. (2018). First things first - think before you decide. The how, what and who of idea screening,in Tynnhammar(ed.), New Waves in Innovation Management Research (ISPIM Insights), Vernon Press.
  11. Olsson, L. E., Friman, M. andEttema, D. (2018). Quality of Life and Daily Travel: An introduction. Chapter in M. Friman, L. E. Olsson and D. Ettema (Eds.), Quality of Life and Daily Travel (pp. 3-13). Amsterdam: Springer.

2017

  1. Colurcio, M., Carida, A. and Edvardsson, B. (2017), Conceptualizing Resource Integration to Advance Service Innovation, In Russo, T., Mele, C. and Nuutinen, M. Innovating in Practice; Perspectives and Experiences, Springer International, Berlin, pp. 211-238
  2. Davoudi, S., Högström, & Tronvoll, B. (2017) The central role of identity in the Arctic periphery, In Lee. Y-S, Weaver, D. and Prebensen, N. (eds) Arctic Tourism Experiences: Production, Concemption and Sustainability, CRABI publishing: United Kingdom, pp 28-35
  3. Friman, M. & Gärling, T. (2017). Moving Towards Sustainable Consumption: A Psychological Perspective on Improvement of Public Transport. In C. V. Jansson-Boyd & M. Zawisza (Eds.) International Handbook of Consumer Psychology (p. 524-542). New York, US: Taylor and Francis.
  4. Friman, M., & Gärling, T (2017). Moving towards sustainable consumption: A psychological perspective on improvement of public transport. In C. V. Jansson-Boyd & M. Zawisza (Eds.), Routledge international handbook of consumer psychology (pp. 524-541). London: Routledge.
  5. Gärling, T. (2017). Travel and feelings. In M. Friman, L. E. Olsson & D. Ettema (Eds.), Quality of life and daily travel. New York: Springer.
  6. Gärling, T., Bamberg, S., and Friman, M. (2017). The Role of Attitude in Choice of Travel, Satisfaction with Travel, and Change to Sustainable Travel. Chapter in D. Albarracin and B. T. Johnson (Eds.), Handbook of attitudes: Applications. London: Routledge.
  7. Gärling, T., & Friman, M. (2017). Economic and psychological determinants of car ownership and use. In A. Lewis (Ed.), Cambridge handbook of psychology and economic behaviour (2nd ed., pp. 567-594). Cambridge: Cambridge University Press.
  8. Holmlid, S., Wetter-Edman, K. and Edvardsson, B. (2017), Breaking free from NSD: Design and service beyond new service development in Designing for Service: Key Issues and New Directions, Sangiorgi, D. and Prendiville, A. Bloomsbury, London, pp. 95-105.
  9. Kristensson, P., Nysveen, H. & Thorbjörnsen, H. (2017). Why customers do and do not switch. In Lüders, M. et al., (Eds.), Innovating for Trust. Cheltenham, UK: EE Edward Elgar Publishing.
  10. Nysveen, H. & Kristensson, P. (2017). Overcoming resistance to adopt innovations: softening innovation resistance through trusting beliefs. In Lüders, M. et al., (Eds.), Innovating for Trust. Cheltenham, UK: EE Edward Elgar Publishing.
  11. Tronvoll, B. (2015) Opplevelsen grunnlaget for et godt omdømme, In K.A. Ellingsen and T. Blindheim (eds.), Regional markevarebygging, Bergen, Fagbokforlaget, pp 95-118

2016

  1. Ettema, D., Friman, M., Gärling, T., & Olsson, L. E. (2016). Travel Mode Use, Travel Mode Shift and Subjective Well-Being: Overview of Theories, Empirical Findings and Policy Implications. In Wang, D., & He, S. (Eds).Mobility, Sociability and Wellbeing of Urban Living.Springer
  2. Vargo, S.L., Lusch, R.F. and Koskela-Huotari, K. (2016) Service-Dominant Logic. In Baker, M.J. and Saren, M. (Eds.) Marketing Theory - A Student Textbook. SAGE Publications Inc, Thousand Oaks, CA, p. 458-475

2015

  1. Friman, M. & Gärling, T. (2015). Moving Towards Sustainable Consumption: A Psychological Perspective on Improvement of Public Transport. C. V. Jansson-Boyd & M. Zawisza (Eds.)International Handbook of Consumer Psychology,Taylor and Francis.
  2. Gärling, T., and M. Friman (2015) Unsustainable Travel Becomeing (More) Sustainable. In Reisch, L., and J. Thögersen (Eds.)Handbookof research on sustainable consumption(p. 163-177) Cheltenham, UK:Edvard Elgar Publishing.
  3. Roos, I (2015) SPAT (Switching Patch Analysis Technique) - A qualitative apporach to customer relationships. InThe Nordic School - Service Marketing and Managmement for the Future, J. Gummerus and C. Von Koskull, (Editors) CERS, Hanken School of Economics.
  4. Wetter-Edman, K. and P.R. Magnusson (2015) Capturing context through service design stories, in : Luchs, M, Griffin, A., Swan, S. (Eds.) Design Thinking: New Product Development Essentials from the PDMA: Wiley-Blackwell, pp. 237-249.

2014

  1. Edvardsson, B., Gustafsson, A., Kristensson, P., Tronvoll, B., and L. Witell. (2014) New service development from the perspective of value co-creation in a service system. InHandbook on Research in Service Marketing, Roland T. Rust, Ming-Hui Hung. Edward Elgar, Boston.
  2. Ettema, D., Friman, M., and T. Gärling (2014) Overview of Handbook of Sustainable Travel. In Gärling, T., Friman, M. and D. Ettema (Eds)Handbook of Sustainable Travel(p. 3-14). Dordrecht, The Netherlands: Springer Science.
  3. Gärling, T., Ettema, D., and M. Friman (2014) The Need to Change How People Think About the Consequences of Travel. In Gärling, T., Friman, M., and D. Ettema (2014) (Eds.) Handbookof Sustainable Travel, (p.307-317) Dordrecht, The Netherlands: Springer Science.
  4. Karlsson, J., Skålén, P. and Sundström, E. (2014) How Front-line Employees Nurture Service Innovation through Co-creation with their Customers: A Case Study of Public Health Care, Ed. Fuglsang, L.,Rönning, R. and Enquist, B.Framing Innovation in Public Service Sectors, Pages 18-40; Routledge: London
  5. Quist, J. & Fransson, M (2014) Collaborative Service Innovation in the Public Sector, i Framing innovation in public services, Ed. Fuglsang, L. Rönning, R., and Enquist B.; Routledge, s 171-186.
  6. Witell, L., Myhrén, P., Edvardsson, B., Gustafsson, A., and N. Löfberg (2014) Servitization of Capital Equipment Providers in the Pulp and Paper Industry. InServitization in Industry, Gunter Lay (Ed.), Springer, Berlin.

2013

  1. P. Kristensson (2013) Glöm innovation. Tänk tjänsteinnovation. InÄr det nå'n innovation?Om nyttighöranda av hum-sam forskning, Nahnfeldt, C., and M. Lindberg, Stockholm:Vinnova.
  2. Enquist, B., Edvardsson, B., and Sebhatu, S.P. (2013) The important role of shared values in a sustainable service business. InService Customers:Global Services Marketing Perspectives, Fisk, R., Russel-Bennett, R., Harris, L., Tilde University Press, Prahran, Australia.

2012

  1. Edvardsson, B., and L.Witell (2012) Den svenska tjänstesektorn.Studentlitteratur,Lund. In Swedish.
  2. Wetter Edman, K., (2012) Relations and rationals of user's involvement in service design and service management. Chapter in Miettinen, Valtonen (eds),Service Design with Theory. Univ of Lapland press.

2011

  1. Fischer-Hübner, S., Hedbom, H.,Wästlund, E.., "Trust and Assurance HCI" inCamenisch, J., Fischer-Hübner, S.,Rannenberg, K. (Editors) "Privacy and Identity Management for Life", Berlin, Springer Berlin/Heidelberg

  2. Wästlund, E., and S. Fisher-Hubner (2011) "The Users' Mental Models' Effect on their Comprehension of Anonymous Credentials", inCamenisch, J.; Fischer-Hübner, S.; Rannenberg (Editors)"Privacy and Identity Management for Life" Heidelberg, Springer.
  3. Wästlund, E., and Wolkerstorfer (2011) "PET-USES" in Camenisch, Fischer-Hübner, Rannenberg (Editors) "Privacy and Identity Management for Life" Heidelberg, Springer
  4. Olsson, L. E., Gärling, T., Fujii, S., Ettema, D., Lekedal, H., & Friman, M., (2011).
    Relationship Between Satisfaction with Daily Travel and Subjective WellBeing in Three Urban Areas in Sweden: Description of Survey Questionnaire, Sample Characteristics, and Preliminary Results.Technical report, ý.
  5. Sebhatu, S. P., (2011), “Theoretical foundations of Corporate Social Responsibility (CSR)”, Service Research Centre – CTF for the European Regional Development Fund project in cooperation with Region Värmalnd and The Packaging Arena.
  6. Shanahan, H., Olsson, L. E., & Wåhlander, H. (2011). EcoRunner – ett interaktivt webbverktyg för lärande om hållbar konsumtion. I H. Brembeck (Ed.)Konsumtionsmakt. Göteborg, Sverige.

2010

  1. Edgardh Ninna and Pettersson Per (2010) The Church of Sweden: a Church for All,
    Especially the Most Vulnerable, in Bäckström, Anders and Grace Davie, Ninna Edgardh,
    Per Pettersson, Per (eds.) (2010)Welfare and Religion in 21st Century Europe: Volume 1,
    Farnham: Ashgate, pp. 39-56.

  2. Edvardsson, B, A. Gustafsson and L. Witell "Customer Integration in New Service
    Development: Experiences from Sweden" in Dieter Spath and Walter Ganz (eds.) “At the
    pulse of economic development Service trends” Carl Hanser Verlag, München.

  3. Edvardsson, B., Gustafsson, A., Kristensson, P. & Witell, L. (2010). Service Innovation and Customer Co-Development. In J. Sphorer (Ed.).The handbook of Service Science – a research perspective. Springer Verlag.

  4. Edvardsson, B., Gustafsson, A., Kristensson, P. & Witell, L. (2010). Customer Integration in Service Innovation. In F. Gallouj amd F. Djella. (Eds.).The handbook of Innovation and Services. A multi-disciplinary perspective.Edvard Elgar Publishing.

  5. Fischer, T., Gebauer, H., Gustafsson, A. and L. Witell (2010), Managerial recommendations
    for service innovations in different product-service systems, in Sakao, T. and M. Lindahl,
    Introduction to Product-Service Systems, Springer.

  6. Jansson, Ulrika & Magnus Åberg (2010) “Access as process - On the recession within the
    engineering industry and its effects on gender research and gender equality work 2010”.
    Publicerad i: Leadership through the gender lens. Women and men in organisations,
    Hanken School of Economics, research reports no 71.

  7. Pettersson Per (2010) Varför är det så stora skillnader i konfirmationens popularitet i de
    nordiska länderna?, in Krupka Bernd and Ingrid Reite (eds.): Mellom pietisme og
    pluralitet. Konfirmasjonsarbeid i fire nordiske land i empirisk perspektiv. Oslo: IKOForlaget.

  8. Pettersson, Per (2010) Confirmation work in Sweden, in Schweitzer Friedrich, Wolfgang Ilk
    and Henrik Simojoki (eds.), Confirmation work in Europe. Empirical Results, Experiences
    and Challenges. A Comparative Study in Seven Countries. Gütersloh: Gütersloher
    Verlagshaus, pp. 184-204.

  9. Pettersson, Per and Henrik Simojoki (2010) Does Confirmation Work Contribute to Civil
    Society? in Schweitzer Friedrich, Wolfgang Ilk and Henrik Simojoki (eds.), Confirmation
    work in Europe. Empirical Results, Experiences and Challenges. A Comparative Study in
    Seven Countries. Gütersloh: Gütersloher Verlagshaus, pp. 265-275.

  10. Wästlund, E., Wolkerstorfer, P., & Köffel, C. (2010). PET-USES: Privacy-enhancing
    technology – users’ self-estimation scale. In M. Bezzi, P. Duquenoy, S. Fischer-Hübner,
    M. Hansen & G. Zhang (Eds.), Privacy and identity management for life, pp. 266-274,
    Springer Boston.

2009

  1. Magnusson, P., Kristensson, P. & Hipp C. (2009). Ordinary Users and Creativity: Fostering Radical or Incremental Innovation? In F. Piller & F. Steiner (Eds.).Advances in Mass Customization and Personalization, Vol. 3. World Scientific Publishing.

  2. Quist, J (2009) Komplex koordinering, i Adolfsson Petra & Solli, Rolf (2009) Offentlig sektor och komplexitet, Studentlitteratur, Lund, s 39-58.

2008

  1. Edvardsson, B., Gustafsson, A., Kristensson, P. and Witell, L. (2008). Service innovation and customer co-development. In J. Sphorer (Ed.).The handbook of Service Science – a research perspective. Springer Verlag.

  2. Edvardsson, B., Gustafsson, A., Kristensson, P. and Witell, L. (2008). Customer Integration in Service Innovation. In F. Gallouj, F. Djella, and C. Gallouj (Eds.).The handbook of Innovation and Services. Sage Publications.

  3. Magnusson PR, Kristensson P, Hipp C. (In press). Ordinary Users and Creativity: Fostering Radical or Incremental Innovation? In F Piller, F Steiner (Eds.), Advances in Mass Customization and Personalization, Vol. 3. World Scientific Publishing.

  4. Edvardsson, B., Gustafsson, A. och Witell, L. (2008) Varför lyssna på och lära av kunder i utveckling av konkurrenskraftiga tjänster?, i Mattson et al.Marknadsorientering – myter och möjligheter, Liber, Stockholm

2007

  1. Edvardsson, B., Friman, M. and I. Roos (2007) “Service Quality Grounded in Customer Experiences, Affect and Relationships”, Anniversary publication for Bernd Stauss.

  2. Edvardsson, B, and A. Gustafsson (2007) Service Science with a Focus on Academia and Company Collaboration, B Stauss, K. Engelmann, A. Kremer and A. Luhn Service Science – Fundamentals, Challenges and Future Developments, Springer

2006

  1. Hasselbladh, Hans och Skålén, Per (2006) ‘Aktiv styrning av sjukskrivningens praktik och subjekt’ i M. Holmqvist and C. Maravelias (red.)Hälsans styrning av arbetet. Studentlitteratur: Lund [in Swedish].

  2. Edvardsson, B, Gustafsson, A and Enquist, B. (2006) "Challanges in New Service Development: and Value Creation Through Servic"e, chapter in Nilsson, A., Gustas, R., Wojtkowski, W., Wojtkowski, G., Wrycza, S and Zupancic, J (Eds.), Advances in Information Systems Development Bridging the Gap between Academia and Industry, Springer pp. 23-34.

  3. Edvardsson, B., A. Gustafsson, and L. Witell (2006) “Services Marketing: History, Current trends and the Future” in Stefan Lagrosen and Göran Svensson (eds.) Marketing: Broadening the Horizons forthcoming Studentlitteratur,

  4. Edvardsson, B, A. Gustafsson, P. Kristensson, P. Magnusson, and J. Matthing (2006), “An Introduction to Involving Customers in New Service Development”,

  5. Edvardsson, B, Gustafsson, A, Kristensson, P., Magnusson, P., and Matthing, J (Eds.), Imperial College Press.
    Edvardsson, B., A. Gustafsson and Bo Enquist (2006), “Success Factors in New Service Development and Value Creation through Services”, Book project Dieter Spath and Klaus-Peter Fähnrich (Eds.) Advances in Service Innovation, Springer.

  6. Edvardsson, B., A. Gustafsson, and Lars Witell (2006) “Services Marketing: History, Current trends and the Future” Stefan Lagrosen and Göran Svensson (eds.) Marketing: Broadening the Horizons, Studentlitteratur.

  7. Fredriksson, Odd (2006), “Implementation of Electronic Invoicing via a Regional Portal − A Study on Regional Small Suppliers and one Municipality”, in:HumanIT 2006(Christensen, C, Ed.).

  8. Goldkuhl, G. och A. G. Nilsson, (2006), “EIS-ämnet ur ett systemutveckling­perspektiv”, ingår i:Ekonomiska informationssystem – Där ekonomi och IT möts(Nilsson, F & Olve, N-G, Red.). Studentlitteratur, Lund, 49-72 (in Swedish).

  9. Nilsson, A. G (2006), “Information Systems Development – Some Highlights from Infology”, in:ICT for People – 40 Years of Academic Development in Stockholm(Bubenko Jr, J, Jansson, CG, Kollerbaur, A, Ohlin, T & Yngström, L, Eds.). Department of Computer and Systems Sciences (DSV), Stockholm University and Royal Institute of Technology, Stockholm, Sweden, 165-172.

  10. Sandén, B., Gustafsson, A. and L. Witell (2006) “The Role of the Customer in the Development Process” in Edvardsson, Magnusson, Kristensson, Gustafsson and Mathing (eds.) Customer Involvement.

  11. Sandén, B, A. Gustafsson and Lars Witell (2006),“The Role of the Customer in the Development Process”Book Project, B. Edvardsson, A. Gustafsson, Per Kristensson, Peter Magnusson and Jonas Matthing (Eds.) Customer Involvement in New Service Development, Imperial College Press.

2005

  1. Edvardsson, B., A. Gustafsson and Bo Enquist (2005), “Success Factors in New Service Development and Value Creation through Services”, Book project Dieter Spath and Klaus-Peter Fähnrich (Eds.) Advances in Service Innovation, forthcoming Springer
  2. Edvardsson, B., A. Gustafsson, and Lars Witell (2005) “Services Marketing: History, Current trends and the Future” Stefan Lagrosen and Göran Svensson (eds.) Marketing: Broadening the Horizons forthcoming Studentlitteratur

2004

  1. Pettersson, P., Ekstrand, T. och Edgardh Beckman, N. (2004) Welfare and religion in Sweden, In Edgardh Beckamn Ninna (ed.) "Welfare, Religion and Gender in Eight European Countries". Diakonivetenspaliga institutets skriftserie nr 7/2004, Diakonivetenskapliga institutet, Uppsala, sid. 26-62.

2003

  1. Dahlgaard, J. J. and Nilsson, L. (2003) "A Route to Understand and Improve Quality", in Best on Quality, vol. 14, ASQ Press, US.
  2. Eriksson, B. och Larsson, P (2003) ”Nya organisationsformers effekter för arbetsvillkor och servicekvalitet” i Blomsterberg, M. och Soidre, T. (red.) Reflektioner – Perspektiv i forskning om arbetsliv och arbetsmarknad. Vänbok till Bengt Furåker, Göteborgs Universitet, Sociologiska institutionen.
  3. Johansson-Hidén, B., Wästlund, E., Wallin,S. (2003) "Reflecting on ICT and Stress: Conceptual connections and a suggested application", in Pettersson, J-S (ed) HumanIT 2003. ý studies
  4. Pettersson, P. (2003) "The Estonia Disaster (Sweden 1994): The Church of Sweden as Public Service Provider of Rituals", in Post P., Nugteren A., Grimes R.L., Pettersson P. & Zondag H. (eds) Disaster Ritual, Explorations of an Emerging Ritual Repertoire, Liturgia condenda 15, Peeters, Leuven, p. 187-199.

  5. Carlsson, S. (2003), “Learning and Understanding E-commerce”, In:HumanIT 2003(Pettersson, JS, Ed.), ý Studies, 2003:26, ý, 58-68.

  6. Dahlgard, J. and L. Nilsson (2003), “A Route to Understand and Improve Quality” In:Six Sigma and Related Studies in the Quality Disciplines. Edited by Kenneth S. Stephens, The Best on Quality Book Series of the International Academy for Quality, ASQ Quality Press, Milwaukee, Wisconsin.

  7. Eriksson, B. and P. Larsson (2003) “Nya organisationsformers effekter för arbets­villkor och servicekvalitet.” i Blomsterberg, Marianne och Tiuu Soidre (red.)Reflektioner – Perspektiv i forskning om arbetsliv och arbetsmarknad.Sociologiska institutionen: Göteborgs Universitet.

  8. MacGregor, RC, Vrazalic, L, Bunker, D, Carlsson, S and Magnusson, M (2003), “A Comparison of Factors Pertaining to both the Adoption and Non-adoption of Electronic Commerce in Formally Networked and Non-networked Regional SMEs: A Study of Swedish Small Businesses”, in:eBusiness, eGovernment & Small and Medium-Sized Enterprises: Opportunities and Challenges(Corbitt, B and Al-Qirim, N, Eds.), IDEA Group Publishing, IGP/INFOSCI/IRM Press, Hershey, PA, USA.

2002

  1. Edvardsson, B., Gustafsson, A. and Sandén, B. (2002) "Mapping Customer Behaviour: A key to successful new service development and innovation", in Sundbo, J. and Fugelsang, L. (eds) Innovation as Strategic Reflexivity, Routhledge, London, pp 140-163.
  2. Edvardsson, B., Johnson, M. D., Gustafsson, A. and Strandvik, T. (2002) "The Effects of Satisfaction and Loyalty on Profits and Growth - Products versus Services", in Cortada. J.W. and Woods, J.A. (eds) The Quality Yearbook: 2002 Edition, McGraw Hill, pp 116-129.
  3. Eriksson, B. och Larsson, P. (2002) "Våra arbetsmiljöer", i Hansen, L och P Orban (red) Arbetslivet, Studentlitteratur, Lund.
  4. Friman, M. (2002) "Arbetssätt för att hantera kundsynpunkter", i P. Echeverri & B. Edvardsson (eds) Marknadsföring i tjänsteekonomin. Lund, Studentlitteratur.
    Roos, I. (2002)”Segmentering av kunder i ett byteperspektiv”, i P. Echeverri & B. Edvardsson (eds) Marknadsföring i tjänsteekonomin. Lund, Studentlitteratur.

2001

  1. Edvardsson, B. och Roos, I. (2001) "Bytesprocesser och klagomålsbeteende", i Järvinen, R. & Grönroos, C. (eds) Palvelut ja asiakassuhteet markkinoinnin polttopisteessä, Kauppakaari Oyi, Helsingfors.
  2. Friman, M. and Gärling, T. (2001) "Satisfaction with Public Transport Related to Service Performance Attributes", in Hensher, D. (ed) Travel behaviour research, The leading Edge. UK: Elsevier Science, Ltd. Pp 815-825
  3. Friman, M. (2001) "Consumer psychology: attitudes and customer satisfaction", i L. Haglund & A. Stålhammar (eds) Market and Service Orientation in Public transportation. ýs universitet, Centrum för tjänsteforskning.
  4. Gärling, T. and Friman, M. (2001) "A psychological conceptualization of residential choice and satisfaction", in Aragonés, J.I., Francescato, G. & Gärling, T. (eds) Residental environments: Choice, satisfaction, and behaviour, Bergin & Garvey.
  5. Nilsson, T. (2001) "A case study of the way bus drivers perceive changes in working and operating conditions", i Haglund, L. och Ståhammar, A (eds) Market and service orientation in public transport. ýs universitet: Centrum för tjänsteforskning

  6. Fredriksson, O. (2001), “IT-based Service Operations – Business-driven De­ve­lop­ment in Banking”, in:On Methods for Systems Development in Professional Or­ga­ni­sations. The ý Approach to Information Systems and its Role in So­ciety(Nilsson, AG & Pettersson, JS, Eds.), Studentlitteratur, Lund, 31-48.

  7. Fredriksson, O. (2001), “Electronic Business from a Management Perspective – Sig­ni­ficant Conditions”, in:On Methods for Systems Development in Professional Or­ga­nisations. The ý Approach to Information Systems and its Role in Society(Nilsson, AG & Pettersson, JS, Eds.), Studentlitteratur, Lund, 49-65.

  8. Håkangård, S. and A. G. Nilsson, (2001), “Consumable Research in Information Systems: Perspectives and Distinctive Areas”, in:On Methods for Systems Deve­lopment in Professional Organisations: The ý Approach to Information Systems and its Role in Society(Nilsson, AG & Pettersson, JS Eds.), Studentlitteratur, Lund, 7-30.

  9. Nilsson, A. G. (2001a), “The Use of Standard Application Packages in Organisa­tions: Critical Success Factors”, in:On Methods for Systems Development in Professional Organisations: The ý Approach to Information Systems and its Role in Society(Nilsson, AG & Pettersson, JS, Eds.), Stu­dent­lit­te­ra­tur, Lund, 204-225.

  10. Nilsson, A. G (2001b), ”Affärsutvecklarens verktygslåda – utvecklingsarbete med metoder i samspel”, ingår i:Læring gjennom økonomi, system og prosjekt(Gott­schalk, P. & Welle-Strand, A., Red.), NKI Forlaget, Oslo, 195-218.

2000

  1. Blomkvist, O., Ekdahl, F. and Gustafsson, A. (2000) "Non-geometric Plackett-Burman Designs in Conjoint Analysis", in Gustafsson, A., Herrmann, A. and Huber, F. (eds) Conjoint Measurement - Methods and Applications, Springer Verlag.
  2. Gustafsson, A., Herrmann, A. and Huber, F. (2000) "Conjoint Analysis as an Instrument of Market Research Practice in Conjoint Analysis" in Gustafsson, A., Herrmann, A. and Huber, F. (eds) Conjoint Measurement - Methods and Applications, Springer Verlag.
  3. Herrmann, Andreas, Michael D. Johnson, Anders Gustafsson and Frank Huber (2000) “Das Bridging the Gap-Modell (The Bridging the Gap Model),” in A. Herrmann, G. Hertel, W. Virt and F. Huber (eds.), Kundenorientierte Produktgestaultung (Customer Oriented Product Development), Munich, Germany: Verlag Vahlen München
  4. Huber F., Herrmann, A. and Gustafsson, A. (2000) "On the Influence of the Evaluation Methods in Conjoint Design - Some Empirical Results", in Gustafsson, A., Herrmann, A. and Huber, F. (eds) Conjoint Measurement - Methods and Applications, Springer Verlag.

1999

  1. Edvardsson B. and Gustafsson, A. (1999) "Quality in the Development of New Products and Services", in Edvardsson, B. and Gustafsson, A. (eds) The Nordic School of Quality Management, Studentlitteratur, Lund.
  2. Edvardsson, B. and Strandvik, T. (1999) "Criticality of Critical Incidents in Customer Relationships", in Kunst et al. Service Quality and Management, Deutscher Universitäts Verlag, Wiesbaden, Germany, pp. 88- 110.
  3. Johnson, M. D. and Gustafsson, A. (1999) "Der bridging the gap-Ansatz", in Herrmann, A., Hertel, G., Virt, W. and Huber, F. (eds) Kundenorientierte Produktgestaltung, Vahlen, Munich.

1997

  1. Flodin, S., Nelson, T. and Gustafsson, A. (1997) "Improved Customer Satisfaction is a Volvo Priority", in Johnson, M.D., Herrmann, A., Huber, F. and Gustafsson, A (eds) Customer Retention in the Automotive Industry Gabler, Wiesbaden.
  2. Gustafsson, A., Ekdahl, F. and Falk, K. (1997) "Linking Satisfaction to Design - A Key to Success for Volvo", in Johnson, M.D., Herrmann, A., Huber, F. and Gustafsson, A (eds) Customer Retention in the Automotive Industry, Gabler, Wiesbaden.
  3. Herrmann, A., Huber, F. and Gustafsson, A. (1997) "From Value-Orientated Quality Improvement to Customer Satisfaction - A Case Study for Passenger Cars", in Johnson, M.D., Herrmann, A., Huber, F. and Gustafsson, A (eds) Customer Retention in the Automotive Industry, Gabler, Wiesbaden.
  4. Johnson, M.D., Herrmann, A., Huber, F. and Gustafsson, A. (1997) "An Introduction to Quality, Satisfaction, and Loyalty - Implications for the Automotive Industry" In Johnson, M.D., Herrmann, A., Huber, F. and Gustafsson, A (eds) Customer Retention in the Automotive Industry, Gabler, Wiesbaden.

1990-93

  1. Edvardsson, B. (1993) "Quality in Service Design", in Service Quality Handbook, American Management Association.
  2. Edvardsson, B. (1990) "Purchasing Management Consultancy", in Lindmark, L (ed) Knowledge as critical resource - a collection of articles on knowledge intensive companies, Handelshögskolan, Umeå University.
  3. Evardsson, B. (1990) "Quality in Service and Quality in Service Organisations A Model for Quality Assessmen", in Brown, S., Gummesson, E., Edvardsson, B. and Gustavsson, BO. (eds) Service Quality: Multidisciplinary and Multinational Perspectives, Lexington Books, New York.

1988-89

  1. Edvardsson, B. and Thomasson, B. (1989) "Service and Quality - An introduction", in Quality Development in Private and Public Service Companies, 1989, Natur and Kultur, Stockholm. In swedish.
  2. Edvardsson, B. (1988) "Critical Incidents in the Sales Process - A study of service related critical incidents in the manufacturing industry", in Edvardsson, B and Gummesson, E (eds) Management in the Service Sector,
    Liber, Malmö.