Anders Gustafsson is a professor of marketing at BI The Norwegian Business School. Dr. Gustafsson is conducting research on customer satisfaction and loyalty, management of customer relationships, and consumer behavior. His research has been published in top academic journals in marketing and he is very active in the field of service research. He is the current editor in chief for Journal of Business Research and an area editor of Journal of Service Research. He is was first international president for AMA’s (American Marketing Association) academic council and a recipient of the Christopher Lovelock Career Contributions to the Services Discipline Award.
Board Member
Anders Gustafsson
Board Member Since 2021
YEAR
ACADEMIC DEPARTMENT
DEGREE
1996
University of Linköping
Ph.D.
1990
Linköping University
Master of Science
Witell, Lars; Holmlund, Maria & Gustafsson, Anders (2020)
Guest editorial: a new dawn for qualitative service research
Journal of Services Marketing, 34(1), s. 1- 7. Doi: 10.1108/JSM-11-2019-0443
Verma, Surabhi & Gustafsson, Anders (2020)
Investigating the Emerging COVID-19 Research Trends in the Field of Business and Management: A Bibliometric Analysis Approach
Journal of Business Research, 118(Sept), s. 253- 261. Doi: https://doi.org/10.1016/j.jbusres.2020.06.057
Donthu, Naveen & Gustafsson, Anders (2020)
Effects of COVID-19 on Business and Research
Journal of Business Research, 117(Sept), s. 284- 289. Doi: https://doi.org/10.1016/j.jbusres.2020.06.008
Burton, Jamie; Gruber, Thorsten & Gustafsson, Anders (2020)
Fostering Collaborative Research for Customer Experience – Connecting Academic and Practitioner Worlds
Journal of Business Research Doi: https://doi.org/10.1016/j.jbusres.2020.04.053
Luangrath, Andrea Webb; Peck, Joann & Gustafsson, Anders (2020)
Should I Touch the Customer? Rethinking Interpersonal Touch Effects from the Perspective of the Touch Initiator
Journal of Consumer Research, 47(4), s. 588- 607. Doi: 10.1093/jcr/ucaa021
Gustafsson, Anders; Snyder, Hannah & Witell, Lars (2020)
Service Innovation: A New Conceptualization and Path Forward
Journal of Service Research, 23(2), s. 111- 115. Doi: 10.1177/1094670520908929
Holmlund, Maria; Witell, Lars & Gustafsson, Anders (2019)
VIEWPOINT: GETTING YOUR QUALITATIVE SERVICE RESEARCH
Journal of Services Marketing, 34, s. 111- 116. Doi: https://doi.org/10.1108/JSM-11-2019-0444 – Full text in research archive
Witell, Lars; Holmlund, Maria & Gustafsson, Anders (2019)
EDITORIAL: A NEW DAWN FOR QUALITATIVE SERVICE RESEARCH
Journal of Services Marketing, 34, s. 1- 7. Doi: 10.1108/JSM-11-2019-0443 – Full text in research archive
Wünderlich, Nancy V.; Gustafsson, Anders, Hamari, Juho, Parvinen, Petri & Haff, André (2019)
The great game of business: Advancing knowledge on gamification in business contexts
Journal of Business Research, 106, s. 273- 276. Doi: https://doi.org/10.1016/j.jbusres.2019.10.062 – Full text in research archive
Fombelle, Paul; Voorhees, Clay, Jenkins, Mason, Sidaoui, Karim, Benoit, Sabine, Gruber, Thorsten, Gustafsson, Anders & Abosag, Ibrahim (2019)
Customer Deviance: A Framework, Prevention Strategies, and Opportunities for Future Research
Journal of Business Research Doi: 10.1016/j.jbusres.2019.09.012 – Full text in research archive
Verhulst, Nanouk; De Keyser, Arne, Gustafsson, Anders, Shams, Poja & van Vaerenbergh, Yves (2019)
Neuroscience in service research: an overview and discussion of its possibilities
Journal of Service Management (JOSM), 30(5), s. 621- 649. Doi: 10.1108/JOSM-05-2019-0135 – Full text in research archive
Ringler, Christine; Sirianni, Nancy J., Gustafsson, Anders & Peck, Joann (2019)
Look but Don’t Touch! The Impact of Interpersonal Haptic Blocking on Compensatory Touch and Purchase Behavior
Journal of Retailing, 95(4), s. 186- 203. Doi: 10.1016/j.jretai.2019.10.007 – Full text in research archive
Caruelle, Delphine; Gustafsson, Anders, Shams, Poja & Lervik-Olsen, Line (2019)
The use of electrodermal activity (EDA) measurement to understand consumer emotions – A literature review and a call for action
Journal of Business Research, 104(November (11)), s. 146- 160. Doi: 10.1016/j.jbusres.2019.06.041 – Full text in research archive
Högberg, Johan; Ramberg, Marcus Olsson, Gustafsson, Anders & Wästlund, Erik (2019)
Creating brand engagement through in-store gamified customer experiences
Journal of Retailing and Consumer Services, 50, s. 122- 130. Doi: 10.1016/j.jretconser.2019.05.006 – Full text in research archive
Gustafsson, Anders & Lervik-Olsen, Line (2018)
The Past, Present and Futrure of Service Marketing: From Understanding Quality to Understanding Customers
Sasson, Amir (red.). At the Forefront, Looking Ahead: Research-Based Answers to Contemporary Uncertainties of Management
Myhrén, Per; Witell, Lars, Gustafsson, Anders & Gebauer, Heiko (2018)
Incremental and radical open service innovation
Journal of Services Marketing, 32(2), s. 101- 112. Doi: 10.1108/JSM-04-2016-0161
Otterbring, Tobias; Ringler, Christine, Sirianni, Nancy J. & Gustafsson, Anders (2018)
The Abercrombie & Fitch Effect: The Impact of Employees’ Physical Dominance on Male Customers’ Status-Signaling
Journal of Marketing Research, 55(1), s. 69- 79. Doi: 10.1509/jmr.15.0247
Patricio, Lia; Gustafsson, Anders & Fisk, Raymond P. (2018)
Upframing Service Design and Innovation to Strengthen Future Research Impact
Journal of Service Research, 21(1), s. 1- 14. Doi: 10.1177/1094670517746780
Voorhees, Clay; Fombelle, Paul, Gregoire, Yany, Bone, Sterling, Gustafsson, Anders, SOUSA, Rui & Walkowiak, Travis (2017)
Myopia in Service Research: A Call and Research Agenda to Expand our Lens Beyond the Core Service Encounter
Journal of Business Research, 79(Oct), s. 269- 280. Doi: 10.1016/j.jbusres.2017.04.014
Gebauer, Heiko; Saul, Caroline, Haldimann, Mirella & Gustafsson, Anders (2017)
Organizational capabilities for pay-per-use services in product-oriented companies
International Journal of Production Economics, 192(Oct), s. 157- 168. Doi: 10.1016/j.ijpe.2016.12.007
Perks, Helen; Kowalkowski, Christian, Witell, Lars & Gustafsson, Anders (2017)
Network orchestration for value platform development
Industrial Marketing Management, 67(Nov), s. 106- 121. Doi: 10.1016/j.indmarman.2017.08.002
Gustafsson, Anders & Bowen, David (2017)
The curious case of interdisciplinary research deficiency: Cause or symptom of what truly ails us?
Journal of Business Research, 79, s. 269- 280. Doi: 10.1016/j.jbusres.2017.05.006
Martin, Drew; Gustafsson, Anders & Choi, Sunmee (2016)
Service innovation, renewal, and adoption/rejection in dynamic global contexts
Journal of Business Research, 69(7), s. 2397- 2400. Doi: 10.1016/j.jbusres.2016.01.008
Snyder, Hannah; Witell, Lars, Gustafsson, Anders, Fombelle, Paul & Kristensson, Per (2016)
Identifying categories of service innovation: A review and synthesis of the literature
Journal of Business Research, 69(7), s. 2401- 2408. Doi: 10.1016/j.jbusres.2016.01.009
Otterbring, Tobias; Wästlund, Erik & Gustafsson, Anders (2016)
Eye-tracking customers’ visual attention in the wild: Dynamic gaze behavior moderates the effect of store familiarity on navigational fluency
Journal of Retailing and Consumer Services, 28, s. 165- 170. Doi: 10.1016/j.jretconser.2015.09.004
Witell, Lars; Snyder, Hannah, Gustafsson, Anders, Fombelle, Paul & Kristensson, Per (2016)
Defining service innovation: A review and synthesis
Journal of Business Research, 69(8), s. 2863- 2872. Doi: 10.1016/j.jbusres.2015.12.055
Gustafsson, Anders; Aksoy, Lerzan, Brady, Michael, McColl-Kennedy, Janet, Sirianni, Nancy, Witell, Lars & Wünderlich, Nancy V. (2015)
Conducting Service Research that Matters
Journal of Services Marketing, 29(6/7), s. 425- 429. Doi: 10.1108/JSM-02-2015-0103 – Full text in research archive
McColl-Kennedy, Janet; Gustafsson, Anders, Jaakkola, Elina, Klaus, Phil, Radnor, Zoe, Perks, Helen & Friman, Margareta (2015)
Fresh perspectives on customer experience
Journal of Services Marketing, 26(6/7), s. 430- 435. Doi: 10.1108/JSM-01-2015-0054 – Full text in research archive
Andreassen, Tor W.; Gustafsson, Anders & Gebauer, Heiko (2015)
Å skape verdier sammen med kundene: Hva er viktig?
Magma – Tidsskrift for økonomi og ledelse, 18(4), s. 41- 51.
Huneke, Tabea; Benoit, Sabine, Shams, Poja & Gustafsson, Anders (2015)
Does Service Employees’ Appearance Affect the Healthiness of Food Choice?
Psychology & Marketing, 32(1), s. 94- 106. Doi: 10.1002/mar.20765 – Full text in research archive
Lervik-Olsen, Line; Gustafsson, Anders, Silseth, Pål Rasmus & Lorentzen, Bengt Gunnar (2015)
Bør vi involvere kundene?
Magma – Tidsskrift for økonomi og ledelse, 18(4), s. 52- 60.
Wästlund, Erik; Otterbring, Tobias, Gustafsson, Anders & Shams, Poja (2015)
Heuristics and resource depletion: eye-tracking customers’ in situ gaze behavior in the field
Journal of Business Research, 68(1), s. 95- 101. Doi: 10.1016/j.jbusres.2014.05.001 – Full text in research archive
Högström, Claes; Gustafsson, Anders & Tronvoll, Bård (2015)
Strategic brand management: Archetypes for managing brands through paradoxes
Journal of Business Research, 68(2), s. 391- 404. Doi: 10.1016/j.jbusres.2014.06.009 – Full text in research archive
Witell, Lars; Gustafsson, Anders & Johnson, Michael D. (2014)
The effect of customer information during new product development on profits from goods and services
European Journal of Marketing, 48(9/10), s. 1709- 1730. Doi: 10.1108/EJM-03-2011-0119 – Full text in research archive
Pousette, Sandra; Löfgren, Martin, Nilsson, Birgitta & Gustafsson, Anders (2014)
An Extended Method to Measure Overall Consumer Satisfaction with Packaging
Packaging technology & science, 27(9), s. 727- 738. Doi: 10.1002/pts.2064 – Full text in research archive
Lervik-Olsen, Line; Witell, Lars & Gustafsson, Anders (2014)
Turning customer satisfaction measurements into action
Journal of Service Management (JOSM), 25(4), s. 556- 571. Doi: 10.1108/JOSM-01-2014-0025 – Full text in research archive
Otterbring, Tobias; Wästlund, Erik, Gustafsson, Anders & Poja, Shams (2014)
Vision (im)possible? The effects of in-store signage on customers’ visual attention
Journal of Retailing and Consumer Services, 21(5), s. 676- 684. Doi: 10.1016/j.jretconser.2014.05.002 – Full text in research archive
Bolton, Ruth N.; Gustafsson, Anders, McColl-Kennedy, Janet, Sirianni, Nancy & Tse, David (2014)
Small details that make big differences: A radical approach to consumption experience as a firm’s differentiating strategy
Journal of Service Management (JOSM), 25(2), s. 253- 274. Doi: 10.1108/JOSM-01-2014-0034
Otterbring, Tobias; Shams, Poja, Wästlund, Erik & Gustafsson, Anders (2013)
Left isn’t always right: Placement of pictorial and textual package elements
British Food Journal, 115(8), s. 1211- 1225. Doi: 10.1108/BFJ-08-2011-0208
Tarasi, Crina; Bolton, Ruth, Gustafsson, Anders & Walker, Beth (2013)
Relationship characteristics and cash flow variability: implications for satisfaction, loyalty, and customer portfolio management
Journal of Service Research, 16(2), s. 121- 137. Doi: 10.1177/1094670512465958
Kowalkowski, Christian; Witell, Lars & Gustafsson, Anders (2013)
Any way goes: Identifying value constellations for service infusion in SMEs
Industrial Marketing Management, 42(1), s. 18- 30. Doi: 10.1016/j.indmarman.2012.11.004
Gustafsson, Anders; Kristensson, Per & Witell, Lars (2012)
Customer co-creation in service innovation: a matter of communication?
Journal of Service Management (JOSM), 23(3), s. 311- 327. Doi: 10.1108/09564231211248426
Andersson, Pernille; Kristensson, Per, Wästlund, Erik & Gustafsson, Anders (2012)
Let the Music Play … or Not: The Influence of Background Music on Consumer Behaviour
Journal of Retailing and Consumer Services, 19(6), s. 553- 560. Doi: 10.1016/j.jretconser.2012.06.010
Williams, Helén; Wikström, Fredrik, Otterbring, Tobias, Löfgren, Martin & Gustafsson, Anders (2012)
Reasons for household food waste with special attention to packaging
Journal of Cleaner Production, 24, s. 141- 148. Doi: 10.1016/j.jclepro.2011.11.044
Verhoef, Peter; Leeflang, Peter, Reiner, Jochen, Natter, Martin, Baker, William, Grinstein, Amir, Gustafsson, Anders, Morrison, Pamela & Saunders, John (2011)
A Cross-National Investigation into the Marketing Department’s Influence Within the Firm: Toward Initial Empirical Generalizations
Journal of International Marketing, 19(3), s. 59- 86. Doi: 10.1509/jimk.19.3.59
Gebauer, Heiko; Anders, Gustafsson & Witell, Lars (2011)
Competitive advantage through service differentiation by manufacturing companies
Journal of Business Research, 64(12), s. 1270- 1280. Doi: 10.1016/j.jbusres.2011.01.015
