Bo Edvardsson

Namn: Bo Edvardsson

Titel/tjänst: Professor

Universitet/högskola/organisation: Karlstads universitet

Institution/avdelning: Centrum för tjänsteforskning (CTF)

E-postadress: Bo.Edvardsson[at]kau.se

Webbsida: www.ctf.kau.se

1. “Customer Dissatisfaction and Complaint Handling”, 1997, Service Research Center. In Swedish.
   
   
   
2. “Service Development with Built-in Quality”, 1996, Service Research Center. In Swedish.
3. “Critical Incidents. A study of Göteborg’s municipal bus service”, 1996, Service Research Center. Toghether with Margareta Luukkonen. In Swedish.
4. “New Service Development with Designed-in Quality”, 1995, Service Research Center.
5. “The Development of New Services”, 1994, Service Research Center. Together with Marie Wilhelmsson. In Swedish.

• (2012) (Wägar, K, Inger R, Annika): "My
  Customers Are in my Blind Spot: Are They Changing and I Can’t See It?", Journal of Service Research, forthcoming.
  
  
  
  
  
  
  
  
• (2011) (Enquist, B., & Sebhatu, S. P.): "Values Resonance as a Basis for Values based Service Business", Cambridge Service Forum, September 22-23.
• (2011) (Tronvoll, B.): "Components of a Complex ServiceSystem", Cambridge Service Forum, September 22-23. Best paper award.
• (2011) (Enquist, B.): "The service excellence and innovation model: Lessons from IKEA and other service frontiers", Total Quality Management, Vol. 22, No. 5, s 535-551.
• (2011) (Tronvoll, B. & Höykinpuro, R.): "Complex service recovery processes: how to avoid triple deviation", Managing Service Quality, Vol. 21 No. 4, s 331 – 349.
  

• (2009) (Enquist, B.): "Values-based Service for Sustainable Business: Lessons from IKEA". Routledge, London.
  
  
  
  
  
  
• (2006): "Involving Customers in New Service Development", Imperial College Press, London. Co-editor with Anders Gustafsson, Per Kristensson, Peter Magnusson and Jonas Matthing. I have contributed with two chapters as co-author.
• (2004): "Tjänstegarantier", Studentlitteratur, Lund. Co-author with Patrik Larsson. In Swedish.
• (2004): "ServiceExcellence in Management: Interdisciplinary Contributions", Karlstad University Press, Karlstad, Sweden. Co-editor with Anders Gustafsson, Stephen W Brown, and Robert Johnston.
• (2002): "Quality in Service: Crossing Boundaries", ISQA, University of Victoria, College of Business, Canada. Co-editor with Stephen W Brown, Robert Johnston and Steve Tax.

Nyckelord:
Service development. Service research. Co-creation. Innovation. Customer experiences. Service quality. Service management.

Övriga meriter och information:
• Professor and Director CTF-Service Research Center, Karlstad University Sweden.
• 2011 Bo Edvardsson was appointed a position as “Professor two” (10%) Norwegian School of Economics and Business Administration
• 2011 Bo Edvardsson was appointed Guest professor of Service Management, EMBA Center, Nankai University China
• 2010 Bo Edvardsson was appointed Honarary Visiting fellow in Manchester Business School.
• 2009 Bo Edvardsson was awarded an Honarary Doctorate, Swedish School of Economics and Business Administration, Hanken.
• On December 3rd 2008, Bo Edvardsson was awarded for public service with a Medal from the City of Karlstad.
• 2008 The RESER award; “Commendation for lifetime achievement to scholarship” by The European Association for Service Research.
• 2004 Career Contributions to the Services Discipline Award. Presented by Services Marketing Special Interest Group (ServSig) of the American Marketing Association.
• Editor International Journal of Service Industry Management 2005-2010.
• Member of the editorial staff of the following journals: International Journal of Service Industry Management, Managing Service Quality, International Journal of Internet Marketing & Advertising and Journal of Service Research.
• Member of organizational committees for several research conferences on Service Management and for the international symposium on Quality in Services, QUIS 1–11, held every other year since 1988 alternately in Sweden and in the USA. Co-ordinator of the International Academy of Services Research and Education.
• Opponent at 21 dissertations in Sweden, Finland, Denmark, Norway and England.
• Take part in Executive seminars in Malaysia and Singapore and other countries on a regular basis.
• Invited Key-note speaker at a number of conferences such as THE RESER 2008 conference in Stuttgart in September, MarkStrat Helsinki January 22nd 2009, Service for The Future ISS National University of Singapore March 2010, Service Innovation Circus Helsinki June 3rd 2010, Frontiers In Service Conference Karlstad June 13th 2010, Second International Conference on Service Science and Innovation Auguts 9th 2010.

 Utskriftsversion