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

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

Marketing, Helsinki

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review

Original language	English
Title of host publication	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
Editors	Erik Wästlund, Bo Edvardsson, Anders Gustafsson, Mary Jo Bitner, Rohit Verma
Place of Publication	Karlstad
Publisher	CTF - Service Research Center, Karlstad University
Publication date	10.06.2013
Pages	213-221
ISBN (Electronic)	978-91-7063-506-9
Publication status	Published - 10.06.2013
MoE publication type	A4 Article in conference proceedings
Event	2013 International Research Symposium on Service Excellence in Management (QUIS) - Karlstad, Karlstad, Sweden Duration: 10.06.2013 → 13.06.2013 Conference number: 13

Keywords

Equis Base Room

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Cite this

Söderlund, M., Liljander, V., Gummerus, J., Hellman, P. M., Lipkin, M. M.-L., Oikarinen, E.-L., Sepp, M., & 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). CTF - Service Research Center, Karlstad University.

Söderlund, Magnus ; Liljander, Veronica ; Gummerus, Johanna et al. / Giving the customer the little extra: A call for caution. 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 . editor / Erik Wästlund ; Bo Edvardsson ; Anders Gustafsson ; Mary Jo Bitner ; Rohit Verma. Karlstad : CTF - Service Research Center, Karlstad University, 2013. pp. 213-221

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Söderlund, M, Liljander, V, Gummerus, J, Hellman, PM, Lipkin, MM-L, Oikarinen, E-L, Sepp, M & Töndevold, K 2013, Giving the customer the little extra: A call for caution. in E Wästlund, B Edvardsson, A Gustafsson, MJ 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 . CTF - Service Research Center, Karlstad University, Karlstad, pp. 213-221, 2013 International Research Symposium on Service Excellence in Management (QUIS), Karlstad, Sweden, 10.06.2013.

Giving the customer the little extra: A call for caution. / Söderlund, Magnus; Liljander, Veronica; Gummerus, Johanna et al.
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 . ed. / Erik Wästlund; Bo Edvardsson; Anders Gustafsson; Mary Jo Bitner; Rohit Verma. Karlstad: CTF - Service Research Center, Karlstad University, 2013. p. 213-221.

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review

TY - GEN

T1 - Giving the customer the little extra: A call for caution

AU - Söderlund, Magnus

AU - Liljander, Veronica

AU - Gummerus, Johanna

AU - Hellman, Pia Maria

AU - Lipkin, Michaela Marie-Louise

AU - Oikarinen, Eeva-Liisa

AU - Sepp, Marianne

AU - Töndevold, Karina

N1 - Conference code: 13

PY - 2013/6/10

Y1 - 2013/6/10

KW - Equis Base Room

M3 - Conference contribution

SP - 213

EP - 221

BT - QUIS 13: Service Excellence in Management

A2 - Wästlund, Erik

A2 - Edvardsson, Bo

A2 - Gustafsson, Anders

A2 - Bitner, Mary Jo

A2 - Verma, Rohit

PB - CTF - Service Research Center, Karlstad University

CY - Karlstad

T2 - 2013 International Research Symposium on Service Excellence in Management (QUIS)

Y2 - 10 June 2013 through 13 June 2013

ER -

Söderlund M, Liljander V, Gummerus J, Hellman PM, Lipkin MML, Oikarinen EL et al. Giving the customer the little extra: A call for caution. In Wästlund E, Edvardsson B, Gustafsson A, Bitner MJ, Verma R, editors, 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 . Karlstad: CTF - Service Research Center, Karlstad University. 2013. p. 213-221