Giving the customer the little extra: A call for caution

Magnus Söderlund, Veronica Liljander, Johanna Gummerus, Pia Maria Hellman, Michaela Marie-Louise Lipkin, Eeva-Liisa Oikarinen, Marianne Sepp, Karina Töndevold

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Original languageEnglish
Title of host publicationQUIS 13: Service Excellence in Management : Proceedings of the QUIS 13 International Research Symposium on Service Excellence in Management, June 10-13 2013 Karlstad Sweden
EditorsErik Wästlund, Bo Edvardsson, Anders Gustafsson, Mary Jo Bitner, Rohit Verma
Place of PublicationKarlstad
PublisherCTF - Service Research Center, Karlstad University
Publication date10.06.2013
Pages213-221
ISBN (Electronic)978-91-7063-506-9
Publication statusPublished - 10.06.2013
MoE publication typeA4 Article in conference proceedings
Event2013 International Research Symposium on Service Excellence in Management (QUIS) - Karlstad, Karlstad, Sweden
Duration: 10.06.201313.06.2013
Conference number: 13

Keywords

  • Equis Base Room

Cite this

Söderlund, M., Liljander, V., Gummerus, J., Hellman, P. M., Lipkin, M. M-L., Oikarinen, E-L., ... Töndevold, K. (2013). Giving the customer the little extra: A call for caution. In E. Wästlund, B. Edvardsson, A. Gustafsson, M. J. Bitner, & R. Verma (Eds.), QUIS 13: Service Excellence in Management: Proceedings of the QUIS 13 International Research Symposium on Service Excellence in Management, June 10-13 2013 Karlstad Sweden (pp. 213-221). Karlstad: CTF - Service Research Center, Karlstad University.