Book chapters

2024

  1. Edvardsson, B., & Tronvoll, B.听(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 Intervention听in Jarke, J. & Bates, J.听 (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听Innovation in Music: Cultures and Contexts听(pp. 232-246). Focal Press.
  4. Karlsson, J., Edlom, J., Ryan Bengtsson, L. 听& Cam茅n, C. (2024). ABBA Voyage 鈥 fygitala livekonserter och fanupplevelser.听I Flor茅n, T. & Gull枚, J-O (red).听Musik 鈥 musikproduktion 鈥 musikbransch.听Dalarna University
  5. Karlsson, J., Witell, L., Hedvall, K., & Cam茅n, C.听(2024). The Customer Reuse Experience, In (Eds.) Kristensson, P., Witell, L. & Zaki, M. Handbook of Service Experience. Edward Elgar, UK..
  6. L枚fberg, N., Tronvoll, B., & 脜kesson, M.听(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). R枚ster fr氓n den svenska musikbranschen: utmaningar och l枚sningar under pandemin. I Flor茅n, T. & Gull枚, J-O (red).听Musik 鈥 musikproduktion 鈥 musikbransch.听Dalarna University.
  8. Shams, P., &听 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听An Agenda for Service Marketing. Edited by Oliver Furrer, Mikele Landry, Chlo茅 Baillod and Jie Yu Kerguignas, Edward Elgar Publishing, London.
  10. 脰berg, C. & Gustafsson, A. (2024). Making sense of disruption. Individuals In B2B marketing, Sensemaking and action in context. Routhledge.

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.)听Elgar Encyclopedia of Services,听(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.)听Elgar Encyclopedia of Services,听(pp. 312-313),听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., & 脕lvarez, I., (Eds.)听International Business and Sustainable Development Goals听,听Progress in International Business Research, Vol. 17, (pp. 111-131). Emerald Publishing Limited, Leeds.听
  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鈥 ideas for innovation. In L. Bstieler & C. H. Noble (Eds.),听The PDMA Handbook of Innovation and New Product Development听(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.)听Screen Tourism and Affective Landscapes: the Real, the Virtual, and the Cinematic, Routledge Cultural Heritage and Tourism Series, Routledge.听
  8. Pettersson, Per (2023). Do we really need special regulation of religion? In Helena Vila莽a, Maria Jo茫o Oliveira and Anne-Laure Zwilling (Eds.)听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听Developing the Intuitive Executive. Taylor & Francis.听
  10. Sukhov, A. & Sihvonen, A. (2023). Combining grounded theory coding and fuzzy-set qualitative comparative analysis to understand decision-making complexity. In听Sage Research Methods: Business. SAGE Publications, Ltd.,听
  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 in听Open Data? 鈥 A Document Study Examining Persuasion Rhetoric of听OGD Benefits. In: ,听et al.听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., D铆az-M茅ndez, M., Saren, M. (eds) Improving the Evaluation of Scholarly Work. Springer, Cham.
  7. Geissinger, A., Laurell, C., 脰berg, C., & Sandstr枚m, 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., & W盲stlund 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. 脰berg, C. (2022). Network pictures 鈥 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., Nordg氓rd, D., & W盲stlund, E. (2021). Outbound Open Innovation in Tourism: Lessons from an Innovation Project in Norway. In Managing Open Service Innovation, (pp. 167-185).听
  2. B盲ckstr枚m, 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. B枚rjesson. M., Friman M., and M. Fadaei (2021). Large increases in bus use in Sweden: lessons learned. In Graham Currie,听Handbook of Public Transport Research, (p. 434-453). Edward Elgar Publishing.听
  4. 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.听SpringerBriefs in Applied Sciences and Technology. Springer, Cham.听
  5. 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
  6. Geissinger, A., Pelgander, L., & 脰berg, C. (2021).听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.听听
  7. Kowalkowski, C., S枚rhammar, D., & Tronvoll, B. (2021). Digital Servitization: How Manufacturing Firms Can Enhance Resource Integration and Drive Ecosystem Transformation. In M. Kohtam盲ki, T. Baines, R. Rabetino, A. Z. Bigdeli, C. Kowalkowski, R. Oliva, & V. Parida (Eds.),听The Palgrave Handbook of Servitization,听(pp. 27鈥39). Cham: Palgrave Macmillan.听
  8. Kristensson, P. (2021). Transforming people鈥檚 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. & W盲stlund, E. (2021). Behavior change 鈥 the final piece to service our world. In B. Tronvoll & B. Edvardsson (eds.). Handbook of听Service Management. US: Palgrave Publishing
  10. Larson, M. (2021). Letter from Mia Larson. In Correia, A. and Dolnicar, S. (Eds.) Women鈥檚 voices in tourism research 鈥 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.听听
  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, 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. 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.
  15. Petros, S., Enquist, B., & Edvardsson, B., (2021). Implications from Business Transformation for a Sustainable Future, Chapter in: Petros, S., Enquist, B., & Edvardsson, B.听Business Transformation for a Sustainable Future, Routledge, London.
  16. Svensson, A., Bergkvist, L., B盲ccman, 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
  17. S枚rhammar, 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.
  18. 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:听Research Handbook on Brand Co-creation: Theory, practice, and ethical implications. Book editors:听Stefan听Markovic, Richard Gyrd-Jones, Sylvia von Wallpach, and Adam Lindgreen. Edward Elgar.
  19. Tronvoll, B., Kowalkowski C., and S枚rhammar, 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.
  20. Vald茅s-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
  21. Witell, L. (2021). Business Models for Digital Service Infusion Using AI and Big Data. In M. Kohtam盲ki, T. Baines, R. Rabetino, A. Z. Bigdeli, C. Kowalkowski, R. Oliva, & V. Parida (Eds.),听The Palgrave Handbook of Servitization,听(pp. 103鈥115). Cham: Palgrave Macmillan.听
  22. 脜kesson, M., & L枚fberg, N. (2021). Service-Dominant Logic: A Missing Link in Servitization Research? In M. Kohtam盲ki, T. Baines, R. Rabetino, A. Z. Bigdeli, C. Kowalkowski, R. Oliva, & V. Parida (Eds.),听The Palgrave Handbook of Servitization,听(pp. 389鈥402). Cham: Palgrave Macmillan.听
  23. 脰berg, C. (2021). Network pictures 鈥 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 鈥 Introducing the three-dimensional balanced transport intervention ladder. In R.M. Doheim, A.A. Farag & E. Kamel (Eds.)听Humanizing Cities Through Car-Free City Development and Transformation.听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. & Gon莽alvesthe, L. (Eds.)听Implications of Mobility as a Service (MaaS) in Urban and Rural Environments听(pp.听109-124). IGI Global
  4. Pettersson, P.听(2020). Utveckla kyrkans upplevelserum som en andlig resurs f枚r svenska folket!, i Thomas Pfitzinger-Drewes och Annika Eriksdotter (red.)听Kyrkopedagogik. 果冻传媒: Votum f枚rlag, s. 64-68.听听
  5. Pettersson, P. (2020). Sweden: Silent Religious Retreat as Rehabilitation Treatment in Prison.听 In Mart铆nez-Ari帽o, Julia and Anne-Laure Zwilling (eds.)听Religion and Prison in Europe. A Contemporary Overview.听Cham: Springer, p. 359-371.听
  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. Cam茅n, C., and听Eriksson, H.听(2019). Upphandling och kvalitet - g氓r bra kvalitet att upphandla? I Upphandlad (pp. 105-138). Idealistas.听
  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., and听Mitra, R. (2019). Transportation and Children鈥檚 Wellbeing: Future directions. Chapter in Waygood, E.O.D., Friman, M., Olsson, L. E., and Mitra, R. (Eds.)听Children麓s travel and wellbeing. Amsterdam: Elsevier
  6. Fyrberg Yngfalk, A., and Yngfalk, C.听(2019)听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. and听Witell, 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.听 and听Magnusson, 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., and听Edvardsson, 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., L盲nnerstr枚m 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,听(in print).
  11. Myhr茅n, P., Witell, L. and 脜kesson, 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鈥怗eorg Ziebertz. M眉nster: Waxmann, p. 165-178.
  14. Pettersson, P.听(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.听M眉nster: Waxmann, pp. 219-233.
  15. Romm J., and Vink J. (2019). Investigating the 鈥業n-betweeness鈥 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,听(in print).
  16. R酶hneb忙k, M., Engen, M. and Hella, T.E. (2019). Institutional logics in service ecosystems 鈥 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., and听Kaluza, J. (2019). Public Management Logics for Service Innovation.听Service Innovation For Sustainable Business: Stimulating, Realizing And Capturing The Value From Service Innovation, 49.
  18. Samuelsson, P., Witell, L., Gottfridsson, P., and听Elg, M. (2019). Incremental and Radical Service Innovation in Healthcare. Chapter in:听Maglio, P.P.,听Kieliszewski, C.A.,听Spohrer, J.C.,听Lyons, K.,听Patricio, L.,听Sawatani, Y. (Eds.) Handbook of Service Science, Volume II听(pp. 619-638). Springer, Cham.
  19. Sebhatu, S. P.听and Enquist, B.听(2019).听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., and听Netz, J. (2019). What is an Idea for Innovation?.听Service Innovation For Sustainable Business: Stimulating, Realizing And Capturing The Value From Service Innovation, 29.
  21. Tronvoll, B., Edvardsson, B., Jonzon, and M酶llerskov, 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., and听Olsson, 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麓s travel and wellbeing. Amsterdam: Elsevier.
  24. Waygood, E.O.D., Friman, M., Olsson, L. E., and听Mitra, R. (2019). Introduction to Transport and Child Wellbeing. Chapter in Waygood, E.O.D., Friman, M., Olsson, L. E., & Mitra, R. (Eds.), Children麓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. W盲stlund, 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. In听Service Innovation For Sustainable Business:听Stimulating, Realizing And Capturing The Value From Service Innovation听/ [ed] Per Kristensson, Peter Magnusson, Lars Witell, World Scientific, 2019

2018

  1. Aas, T. H., Hjemdahl, K. M., Nordg氓rd, D., and W盲stlund, E. (2018).听Outbound open innovation in tourism: Lessons听from an innovation project in Norway. In T. H. Aas and A.-L. Mention (Eds.),听Managing Open Service Innovation. London: World Scientific Publishing.
  2. Edvardsson, B., Tronvoll, B., and听Witell, 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 Yngfalk, C. (2018) 鈥淗ybridity as Fluid Identity in the Organization of Associations in Furusten, Staffan & Alexius, Susanna (ed.), Managing Hybrid Organizations, Palgrave McMillan.
  5. G盲rling, T., and听Friman, M.听(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. K眉hle, L., Schmidt, U.,听 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).听First things first - think before you decide. The how, what and who of idea screening,听in Tynnhammar听(ed.), New Waves in Innovation Management Research (ISPIM Insights), Vernon Press.
  11. Olsson, L. E., Friman, M. and听Ettema, 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., H枚gstr枚m, & 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. & G盲rling, 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., & G盲rling, 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. G盲rling, T. (2017). Travel and feelings. In M. Friman, L. E. Olsson & D. Ettema (Eds.), Quality of life and daily travel. New York: Springer.
  6. G盲rling, 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. G盲rling, 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. & Thorbj枚rnsen, H. (2017). Why customers do and do not switch. In L眉ders, 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 L眉ders, M. et al., (Eds.), Innovating for Trust. Cheltenham, UK: EE Edward Elgar Publishing.
  11. Tronvoll, B. (2015) Opplevelsen grunnlaget for et godt omd酶mme, In K.A. Ellingsen and T. Blindheim (eds.), Regional markevarebygging, Bergen, Fagbokforlaget, pp 95-118.

2016

  1. Ettema, D., Friman, M., G盲rling, 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).听Mobility, Sociability and Wellbeing of Urban Living.听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. & G盲rling, T. (2015). Moving Towards Sustainable Consumption: A Psychological Perspective on Improvement of Public Transport. C. V. Jansson-Boyd & M. Zawisza听 (Eds.)听International Handbook of Consumer Psychology,听Taylor and Francis.
  2. G盲rling, T., and M. Friman (2015) Unsustainable Travel Becomeing (More) Sustainable. In Reisch, L., and J. Th枚gersen (Eds.)听Handbook听of research on sustainable consumption听(p. 163-177) Cheltenham, UK:Edvard Elgar Publishing.
  3. Roos, I (2015) SPAT (Switching Patch Analysis Technique) - A qualitative apporach to customer relationships. In听The 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. In听Handbook on Research in Service Marketing, Roland T. Rust, Ming-Hui Hung. Edward Elgar, Boston.
  2. Ettema, D., Friman, M., and T. G盲rling (2014) Overview of Handbook of Sustainable Travel. In G盲rling, T., Friman, M. and D. Ettema (Eds)听Handbook of Sustainable Travel听(p. 3-14). Dordrecht, The Netherlands: Springer Science.
  3. G盲rling, T., Ettema, D., and M. Friman (2014) The Need to Change How People Think About the Consequences of Travel. In G盲rling, T., Friman, M., and D. Ettema (2014) (Eds.) Handbook听of Sustainable Travel, (p.307-317) Dordrecht, The Netherlands: Springer Science.
  4. Karlsson, J., Sk氓l茅n, P. and Sundstr枚m, 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.,听R枚nning, R. and Enquist, B.听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. R枚nning, R., and Enquist B.; Routledge, s 171-186.
  6. Witell, L., Myhr茅n, P., Edvardsson, B., Gustafsson, A., and N. L枚fberg (2014) Servitization of Capital Equipment Providers in the Pulp and Paper Industry. In听Servitization in Industry, Gunter Lay (Ed.), Springer, Berlin.

2013

  1. P. Kristensson (2013) Gl枚m innovation. T盲nk tj盲nsteinnovation. In听脛r det n氓'n innovation?听Om nyttigh枚randa av hum-sam forskning, Nahnfeldt, C., and M. Lindberg, Stockholm:听Vinnova.
  2. Enquist, B., Edvardsson, B., and Sebhatu, S.P. (2013) The important role of shared values in a sustainable service business. In听Service Customers:听Global Services Marketing Perspectives, Fisk, R., Russel-Bennett, R., Harris, L., Tilde University Press, Prahran, Australia.

听

2012

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

听

2011

  1. 听

    Fischer-H眉bner, S., Hedbom, H.,听W盲stlund, E.., "Trust and Assurance HCI" in听Camenisch, J., Fischer-H眉bner, S.,听Rannenberg, K. (Editors) "Privacy and Identity Management for Life", Berlin, Springer Berlin/Heidelberg

  2. W盲stlund, E., and S. Fisher-Hubner (2011) "The Users' Mental Models' Effect on their Comprehension of Anonymous Credentials", in听Camenisch, J.; Fischer-H眉bner, S.; Rannenberg (Editors)听"Privacy and Identity Management for Life" Heidelberg, Springer.
  3. W盲stlund, E., and Wolkerstorfer (2011) "PET-USES" in Camenisch, Fischer-H眉bner, Rannenberg (Editors) "Privacy and Identity Management for Life" Heidelberg, Springer
  4. Olsson, L. E., G盲rling, 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.听Technical report, 果冻传媒.
  5. Sebhatu, S. P., (2011), 鈥淭heoretical foundations of Corporate Social Responsibility (CSR)鈥, Service Research Centre 鈥 CTF for the European Regional Development Fund project in cooperation with Region V盲rmalnd and The Packaging Arena.
  6. Shanahan, H., Olsson, L. E., & W氓hlander, H. (2011). EcoRunner 鈥 ett interaktivt webbverktyg f枚r l盲rande om h氓llbar konsumtion. I H. Brembeck (Ed.)听Konsumtionsmakt. G枚teborg, Sverige.

2010

  1. Edgardh Ninna and Pettersson Per (2010) The Church of Sweden: a Church for All,
    Especially the Most Vulnerable, in B盲ckstr枚m, Anders and Grace Davie, Ninna Edgardh,
    Per Pettersson, Per (eds.) (2010)听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.) 鈥淎t the
    pulse of economic development Service trends鈥 Carl Hanser Verlag, M眉nchen.

  3. Edvardsson, B., Gustafsson, A., Kristensson, P. & Witell, L. (2010). Service Innovation and Customer Co-Development. In J. Sphorer (Ed.).听The handbook of Service Science 鈥 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.).听The handbook of Innovation and Services. A multi-disciplinary perspective.听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 脜berg (2010) 鈥淎ccess as process - On the recession within the
    engineering industry and its effects on gender research and gender equality work 2010鈥.
    Publicerad i: Leadership through the gender lens. Women and men in organisations,
    Hanken School of Economics, research reports no 71.

  7. Pettersson Per (2010) Varf枚r 盲r det s氓 stora skillnader i konfirmationens popularitet i de
    nordiska l盲nderna?, 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. G眉tersloh: G眉tersloher
    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. G眉tersloh: G眉tersloher Verlagshaus, pp. 265-275.

  10. W盲stlund, E., Wolkerstorfer, P., & K枚ffel, C. (2010). PET-USES: Privacy-enhancing
    technology 鈥 users鈥 self-estimation scale. In M. Bezzi, P. Duquenoy, S. Fischer-H眉bner,
    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.).听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.).听The handbook of Service Science 鈥 a research perspective. Springer Verlag. 听听听听听听听

  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.).听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) Varf枚r lyssna p氓 och l盲ra av kunder i utveckling av konkurrenskraftiga tj盲nster?, i Mattson et al.听Marknadsorientering 鈥 myter och m枚jligheter, Liber, Stockholm

2007

  1. Edvardsson, B., Friman, M. and I. Roos (2007) 鈥淪ervice Quality Grounded in Customer Experiences, Affect and Relationships鈥, 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 鈥 Fundamentals, Challenges and Future Developments, Springer

2006

  1. Hasselbladh, Hans och Sk氓l茅n, Per (2006) 鈥楢ktiv styrning av sjukskrivningens praktik och subjekt鈥 i M. Holmqvist and C. Maravelias (red.)听H盲lsans 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) 鈥淪ervices Marketing: History, Current trends and the Future鈥 in Stefan Lagrosen and G枚ran Svensson (eds.) Marketing: Broadening the Horizons forthcoming Studentlitteratur,

  4. Edvardsson, B, A. Gustafsson, P. Kristensson, P. Magnusson, and J. Matthing (2006), 听听鈥淎n Introduction to Involving Customers in New Service Development鈥,

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

  6. Edvardsson, B., A. Gustafsson, and Lars Witell (2006) 鈥淪ervices Marketing: History, Current trends and the Future鈥 Stefan Lagrosen and G枚ran Svensson (eds.) Marketing: Broadening the Horizons, Studentlitteratur.
    听

  7. Fredriksson, Odd (2006), 鈥淚mplementation of Electronic Invoicing via a Regional Portal 鈭 A Study on Regional Small Suppliers and one Municipality鈥, in:听HumanIT 2006听(Christensen, C, Ed.).

  8. Goldkuhl, G. och A. G. Nilsson, (2006), 鈥淓IS-盲mnet ur ett systemutveckling颅perspektiv鈥, ing氓r i:听Ekonomiska informationssystem 鈥 D盲r ekonomi och IT m枚ts听(Nilsson, F & Olve, N-G, Red.). Studentlitteratur, Lund, 49-72 (in Swedish).

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

  10. Sand茅n, B., Gustafsson, A. and L. Witell (2006) 鈥The Role of the Customer in the Development Process鈥 in Edvardsson, Magnusson, Kristensson, Gustafsson and Mathing (eds.) Customer Involvement.

  11. Sand茅n, B, A. Gustafsson and Lars Witell (2006),听鈥淭he Role of the Customer in the Development Process鈥听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), 鈥淪uccess Factors in New Service Development and Value Creation through Services鈥, Book project Dieter Spath and Klaus-Peter F盲hnrich (Eds.) Advances in Service Innovation, forthcoming Springer
  2. Edvardsson, B., A. Gustafsson, and Lars Witell (2005) 鈥淪ervices Marketing: History, Current trends and the Future鈥 Stefan Lagrosen and G枚ran Svensson (eds.) Marketing: Broadening the Horizons forthcoming Studentlitteratur

    听

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) 鈥漀ya organisationsformers effekter f枚r arbetsvillkor och servicekvalitet鈥 i Blomsterberg, M. och Soidre, T. (red.) Reflektioner 鈥 Perspektiv i forskning om arbetsliv och arbetsmarknad. V盲nbok till Bengt Fur氓ker, G枚teborgs Universitet, Sociologiska institutionen.
  3. Johansson-Hid茅n, B., W盲stlund, E., Wallin,S. (2003) "Reflecting on ICT and Stress: Conceptual connections and a suggested application", in Pettersson, J-S (ed) HumanIT 2003. 果冻传媒 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), 鈥淟earning and Understanding E-commerce鈥, In:听HumanIT 2003听(Pettersson, JS, Ed.), 果冻传媒 Studies, 2003:26, 果冻传媒, 58-68.

  6. Dahlgard, J. and L. Nilsson (2003), 鈥淎 Route to Understand and Improve Quality鈥 In:听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) 鈥淣ya organisationsformers effekter f枚r arbets颅villkor och servicekvalitet.鈥 i Blomsterberg, Marianne och Tiuu Soidre (red.)听Reflektioner 鈥 Perspektiv i forskning om arbetsliv och arbetsmarknad.听Sociologiska institutionen: G枚teborgs Universitet.

  8. MacGregor, RC, Vrazalic, L, Bunker, D, Carlsson, S and Magnusson, M (2003), 鈥淎 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鈥, in:听eBusiness, eGovernment & Small and Medium-Sized Enterprises: Opportunities and Challenges听(Corbitt, B and Al-Qirim, N, Eds.), IDEA Group Publishing, IGP/INFOSCI/IRM Press, Hershey, PA, USA.

2002

  1. Edvardsson, B., Gustafsson, A. and Sand茅n, 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) "V氓ra arbetsmilj枚er", i Hansen, L och P Orban (red) Arbetslivet, Studentlitteratur, Lund.
  4. Friman, M. (2002) "Arbetss盲tt f枚r att hantera kundsynpunkter", i P. Echeverri & B. Edvardsson (eds) Marknadsf枚ring i tj盲nsteekonomin. Lund, Studentlitteratur.
    Roos, I. (2002)鈥漇egmentering av kunder i ett byteperspektiv鈥, i P. Echeverri & B. Edvardsson (eds) Marknadsf枚ring i tj盲nsteekonomin. Lund, Studentlitteratur.

2001

  1. Edvardsson, B. och Roos, I. (2001) "Bytesprocesser och klagom氓lsbeteende", i J盲rvinen, R. & Gr枚nroos, C. (eds) Palvelut ja asiakassuhteet markkinoinnin polttopisteess盲, Kauppakaari Oyi, Helsingfors.
  2. Friman, M. and G盲rling, 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. St氓lhammar (eds) Market and Service Orientation in Public transportation. 果冻传媒s universitet, Centrum f枚r tj盲nsteforskning.
  4. G盲rling, T. and Friman, M. (2001) "A psychological conceptualization of residential choice and satisfaction", in Aragon茅s, J.I., Francescato, G. & G盲rling, 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 St氓hammar, A (eds) Market and service orientation in public transport. 果冻传媒s universitet: Centrum f枚r tj盲nsteforskning

  6. Fredriksson, O. (2001), 鈥淚T-based Service Operations 鈥 Business-driven De颅ve颅lop颅ment in Banking鈥, in:听On Methods for Systems Development in Professional Or颅ga颅ni颅sations. The 果冻传媒 Approach to Information Systems and its Role in So颅ciety听(Nilsson, AG & Pettersson, JS, Eds.), Studentlitteratur, Lund, 31-48.
    听

  7. Fredriksson, O. (2001), 鈥淓lectronic Business from a Management Perspective 鈥 Sig颅ni颅ficant Conditions鈥, in:听On Methods for Systems Development in Professional Or颅ga颅nisations. The 果冻传媒 Approach to Information Systems and its Role in Society听(Nilsson, AG & Pettersson, JS, Eds.), Studentlitteratur, Lund, 49-65.
    听

  8. H氓kang氓rd, S. and A. G. Nilsson, (2001), 鈥淐onsumable Research in Information Systems: Perspectives and Distinctive Areas鈥, in:听On Methods for Systems Deve颅lopment in Professional Organisations: The 果冻传媒 Approach to Information Systems and its Role in Society听(Nilsson, AG & Pettersson, JS Eds.), Studentlitteratur, Lund, 7-30.
    听

  9. Nilsson, A. G. (2001a), 鈥淭he Use of Standard Application Packages in Organisa颅tions: Critical Success Factors鈥, in:听On Methods for Systems Development in Professional Organisations: The 果冻传媒 Approach to Information Systems and its Role in Society听(Nilsson, AG & Pettersson, JS, Eds.), Stu颅dent颅lit颅te颅ra颅tur, Lund, 204-225.
    听

  10. Nilsson, A. G (2001b), 鈥滱ff盲rsutvecklarens verktygsl氓da 鈥 utvecklingsarbete med metoder i samspel鈥, ing氓r i:听L忙ring gjennom 酶konomi, system og prosjekt听(Gott颅schalk, P. & Welle-Strand, A., Red.), NKI Forlaget, Oslo, 195-218.
    听

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) 鈥淒as Bridging the Gap-Modell (The Bridging the Gap Model),鈥 in A. Herrmann, G. Hertel, W. Virt and F. Huber (eds.), Kundenorientierte Produktgestaultung (Customer Oriented Product Development), Munich, Germany: Verlag Vahlen M眉nchen
  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 Universit盲ts 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, Handelsh枚gskolan, Ume氓 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, Malm枚.

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