Bård Tronvoll

• Quero, Maria Jose; Ruiz-Alba, J. L.; Mele, Cristina; Tronvoll, Bård & Ventura, R. (2024). Internationalization of innovation practices: Actors and linkages in crowdfunding ecosystems. European Journal of International Management. ISSN 1751-6757.
• Tronvoll, Bård & Edvardsson, Bo Åke (2023). Critical examination of academic marketing and service research’s philosophical foundation. Journal of Services Marketing. ISSN 0887-6045. doi: 10.1108/JSM-01-2023-0002.
• Karpen, Ingo; Edvardsson, Bo Åke; Tronvoll, Bård; Jakkula, Elina & Conduit, Jodie (2023). Circular service management: toward conceptual understanding and service research priorities for a more sustainable future. Journal of Service Management (JOSM). ISSN 1757-5818. 34(6), s. 50–69. doi: 10.1108/JOSM-06-2023-0269. Fulltekst i vitenarkiv
• Trischler, Jakob; Røhnebæk, Maria; Edvardsson, Bo Åke & Tronvoll, Bård (2023). Advancing Public Service Logic: moving towards an ecosystemic framework for value creation in the public service context. Public Management Review. ISSN 1471-9037. doi: 10.1080/14719037.2023.2229836. Fulltekst i vitenarkiv
• Edvardsson, Bo Åke & Tronvoll, Bård (2022). Overview of the Book. I Edvardsson, Bo Åke & Tronvoll, Bård (Red.), The Palgrave Handbook of Service Management. Palgrave Macmillan. ISSN 978-3-030-91828-6. s. 3–18.
• Tronvoll, Bård & Edvardsson, Bo Åke (2022). Defining and Framing Service Management. I Edvardsson, Bo Åke & Tronvoll, Bård (Red.), The Palgrave Handbook of Service Management. Palgrave Macmillan. ISSN 978-3-030-91828-6. s. 19–33.
• Edvardsson, Bo Åke; Tronvoll, Bård & Witell, Lars (2022). Understanding Key Market Challenges Through Service Innovation. I Edvardsson, Bo Åke & Tronvoll, Bård (Red.), The Palgrave Handbook of Service Management. Palgrave Macmillan. ISSN 978-3-030-91828-6. s. 613–627.
• Edvardsson, Bo Åke & Tronvoll, Bård (2022). Service Management: Evolution, Current Challenges, and Opportunities. I Edvardsson, Bo Åke & Tronvoll, Bård (Red.), The Palgrave Handbook of Service Management. Palgrave Macmillan. ISSN 978-3-030-91828-6. s. 35–51.
• Tronvoll, Bård (2022). Expanding the Scope of Service Recovery. I Edvardsson, Bo Åke & Tronvoll, Bård (Red.), The Palgrave Handbook of Service Management. Palgrave Macmillan. ISSN 978-3-030-91828-6. s. 849–868.
• Kowalkowski, Christian; Tronvoll, Bård; Sörhammar, David & Sklyar, Alexey (2022). Digital servitization: How data-driven services drive transformation. I Bui, Tung (Red.), The proceedings of the 55th Hawaii International Conference on System Sciences. University of Hawai'i at Manoa. ISSN 978-0-9981331-5-7. s. 1258–1267.
• Findsrud, Rolf & Tronvoll, Bård (2022). Deep Learning in Higher Education: A Service-Dominant Logic Perspective, Improving the Evaluation of Scholarly Work - The Application of Service Theory. Springer. ISSN 978-3-031-17661-6. s. 131–149. doi: DOI:%2010.1007/978-3-031-17662-3_9.
• Tronvoll, Bård & Edvardsson, Bo Åke (2022). Customer experiences in crisis situations: An agency-structure perspective. Marketing Theory. ISSN 1470-5931. doi: 10.1177/14705931221104520. Fulltekst i vitenarkiv Vis sammendrag

  In times of crisis, interactions and structures can change, eradicating prevailing norms and rules, with enduring unfavorable effects, and existing conceptual frameworks may fail to explain the effects of radical contextual change. In such contexts, the meaning of the customer experience is also likely to change, and touchpoints, cues, and the concept of the customer journey may prove insufficient to theorize the formation of those experiences. Adopting an agency-structure perspective, the article explores how crisis disrupts and alters structuration modalities, including space-time perception, access to resources, and institutional arrangements. To conceptualize how these contextual changes affect customer experience, we contend that it is necessary to understand the complex set of interactions among multiple actors and the structures and modalities that together shape the customer experience. Drawing on structuration theories to elucidate how disruptive contexts and crisis modalities affect the customer experience, the proposed conceptual framework identifies crisis modalities (discontinuities, accessibility, and fragmentability) that explain customer experiences in disruptive contexts as meaningful patterns of interaction informed by structure and agency. These findings can help firms to understand and manage customer experiences in disruptive contexts. In conclusion, we discuss how future research might contextualize and test the proposed framework.

• Dehling, Sebastian; Edvardsson, Bo Åke & Tronvoll, Bård (2022). How do actors coordinate for value creation? A signaling and screening perspective on resource integration. Journal of Services Marketing. ISSN 0887-6045. 36(9), s. 18–26. doi: 10.1108/JSM-02-2020-0068. Fulltekst i vitenarkiv Vis sammendrag

  Purpose – Although service research typically asserts that institutions coordinate actors’ value creation processes, institutions and resources are not necessarily transparent, aligned, or pre-existing. This paper aims to develop a more granular perspective on how actors coordinate for value. Design/methodology/approach – Drawing on the established concepts of signaling and screening theory, this paper adopts a service marketing perspective to explore how independent heterogeneous actors coordinate for value creation at the individual level. Illustrative cases of corporate startup collaborations are presented in support of the proposed conceptual framework. Findings – Actors share and acquire information through signaling and screening activities in a coordinative dialogue with other actors. These resource integration activities (for resource creation and matching) affect actors’ valuations and future actions. Originality/value – The one-sided explanations of coordination in the existing literature reflect the dominance of the institutional theory. By contrast, the proposed agency-oriented perspective based on the integration of signaling and screening functions offers a more granular conceptualization of the resource integration process. As well as capturing how actors use coordinating dialogue to match resources and institutions, this account also shows that matching is a core element of resource integration rather than an antecedent. The findings indicate paths for future research that focus on the actor.

• Toth, Zsofia; Sklyar, Alexey; Kowalkowski, Christian; Sörhammar, David; Tronvoll, Bård & Wirths, Oliver (2022). Tensions in digital servitization through paradox lens. Industrial Marketing Management. ISSN 0019-8501. 102, s. 438–450. doi: 10.1016/j.indmarman.2022.02.010. Fulltekst i vitenarkiv Vis sammendrag

  Two of the most disruptive changes in today's business markets are servitization and digitalization. Their increasing convergence into digital servitization leads to tensions both within and between organizations. The authors investigate such intra- and interorganizational tensions by applying a paradox theory lens. The study draws on 56 depth interviews and multiple site visits from two cases in the aerospace and maritime industries. Linked to the paradoxes of organizing, learning, belonging, and performing, eight tensions emerge from the findings. The intra-organizational tensions include digitally enabled control, digital upkeep, professional identity, and performance priorities. In turn, the interorganizational tensions comprise platform-based coopetition, information superabundance, organizational identity, and data utilization. For practitioners working with digital services, this study suggests an audit of tensions to inform continued formulations of a mitigation strategy.

• Arsenovic, Jasenko; Edvardsson, Bo Åke; Otterbring, Anders Emil Tobias & Tronvoll, Bård (2022). Money for nothing: The impact of compensation on customers’ bad-mouthing in service recovery encounters. . Marketing letters. ISSN 0923-0645. doi: 10.1007/s11002-021-09611-6. Fulltekst i vitenarkiv Vis sammendrag

  As one of the retailer’s most potent recovery tactics to ofset disgruntled customers, frms invest heavily in compensation to increase customer satisfaction and improve loyalty. However, the efectiveness of this tactic remains unclear. This study examines whether frm-ofered compensation afects customers’ emotional responses and bad-mouthing behavior (i.e., telling others about a particular problem). Importantly, the study investigates whether the level of collaboration during the recovery encounter moderates the link between compensation and customers’ emotional responses, and whether collaborative eforts infuence the efectiveness of compensation. The fndings indicate that collaboration during the recovery encounter is necessary if compensation is to mitigate negative emotional responses, with downstream efects on bad-mouthing behavior. In confrming the importance of collaboration during recovery encounters, the fndings have critical managerial and fnancial implications.

• Tronvoll, Bård; Kowalkowski, Christian & Sörhammar, David (2021). Transforming small and medium-sized enterprises (SMEs) to digitally enabled landscapes. I Pedersen, Carsten Lund; Lindgreen, Adam; Ritter, Thomas & Ringberg, Torsten (Red.), Big Data in Small Business : Data-Driven Growth in Small and Medium-Sized Enterprises. Edward Elgar Publishing. ISSN 9781839100154. doi: 10.4337/9781839100161.00023.
• Sörhammar, David; Tronvoll, Bård & Kowalkowski, Christian (2021). Managing Digital Servitization: A Service Ecosystem Perspective. I Ekman, Peter; Dahlin, Peter & Keller, Christina (Red.), Management and Information Technology after Digital Transformation. Routledge. ISSN 9780367612764. doi: 10.4324/9781003111245.
• Kowalkowski, Christian; Sörhammar, David & Tronvoll, Bård (2021). Digital Servitization: How Manufacturing Firms Can Enhance Resource Integration and Drive Ecosystem Transformation. I Kohtamaki, Marko; Baines, Tim; Rabetino, Rodrigo; Bigdeli, Ali; Kowalkowski, Christian; Oliva, Rogelio & Parida, Vinit (Red.), The Palgrave Handbook of Servitization. Palgrave Macmillan. ISSN 978-3-030-75770-0. s. 27–39. doi: 10.1007/978-3-030-75771-7.
• Edvardsson, Bo Åke & Tronvoll, Bård (2021). Crisis behaviors as drivers of value co-creation transformation. International Journal of Quality and Service Sciences. ISSN 1756-669X. 14(5). doi: 10.1108/IJQSS-01-2021-0001. Fulltekst i vitenarkiv Vis sammendrag

  Purpose–The paper aims to conceptualize how behavioral shifts in times of crisis drive the transformationof value co-creation.Design/methodology/approach–Referencing two empirical contexts, the paper explores how digitalservice platforms facilitate changes in actors’mental models and institutional arrangements (legal, social,technological) that drive transformation of value co-creation in service ecosystems.Findings–The proposed conceptual framework contributes to existing research by identifying micro-levelchanges in actors’mental models and macro-level changes in institutional arrangements enabled by digitalservice platforms in service ecosystems. In particular, the framework identifies motivation, agility andresistance as moderators of behavioral shifts in times of crisis. This account offers afiner-grained theorizationof the moderating factors and underlying mechanisms of service ecosystem transformation but does notextend to the ensuing“new normal.”Practical implications–The proposed framework indicates how digital platforms support shifts in actors’behavior and contribute to the transformation of value co-creation. While the enablers are situation-specificandmay therefore vary according to the prevailing conditions, the actor-related concepts advanced here seem likelyto remain relevant when analyzing the transformation of value co-creation in other crisis situations.Originality/value–The new conceptual framework advanced here clarifies how behavioral shifts duringa crisis drive the transformation of value co-creation and suggests directions for future research

• Arsenovic, Jasenko; Keyser, Arne; Edvardsson, Bo Åke; Tronvoll, Bård & Gruber, Thorsten (2021). Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes. Journal of Business Research. ISSN 0148-2963. 134, s. 342–351. doi: 10.1016/j.jbusres.2021.05.031. Fulltekst i vitenarkiv Vis sammendrag

  Despite the widespread adoption of the justice framework in service recovery literature, research findings vary as to what dimension - distributive, interactional, procedural - is most important. This paper contributes to this debate by considering how an easily accessible variable like relationship activity (i.e., the frequency of visiting and purchasing from a company) moderates the impact of the justice dimensions on post-recovery customer outcomes. Findings show that distributive justice is the only dimension impacting word-of-mouth (WOM) and repurchase behavior for low- and medium-relationship-activity customer segments. For a high-relationship-activity segment, all justice dimensions have a positive and balanced impact on WOM and/or repurchase behavior. This research demonstrates the potential of a segmented approach for recovery, while also providing managers with valuable insights into how they can use readily available information to adapt their service recovery efforts.

• Vink, Josina; Koskela-Huotari, Kaisa; Tronvoll, Bård; Edvardsson, Bo & Wetter-Edman, Katarina (2020). Service Ecosystem Design: Propositions, Process Model, and Future Research Agenda. Journal of Service Research. ISSN 1094-6705. s. 1–19. doi: 10.1177/1094670520952537. Fulltekst i vitenarkiv
• Tronvoll, Bård; Sklyar, Alexey; Sorhammar, David & Kowalkowski, Christian (2020). Transformational shifts through digital servitization. Industrial Marketing Management. ISSN 0019-8501. 89, s. 293–305. doi: 10.1016/j.indmarman.2020.02.005. Fulltekst i vitenarkiv Vis sammendrag

  Manufacturers increasingly look to digitalization to drive service growth. However, success is far from guaranteed, and many firms focus too much on technology. Adopting a discovery-oriented, theories-in-use approach, this study examines the strategic organizational shifts that underpin digital servitization. Notwithstanding strong managerial and academic interest, this link between digitalization and servitization is still under-investigated. Depth interviews with senior executives and managers from a global market leader revealed that to achieve digital service-led growth, a firm and its network need to make three interconnected shifts: (1) from planning to discovery, (2) from scarcity to abundance, and (3) from hierarchy to partnership. Organizational identity, dematerialization, and collaboration play a key role in this transformation. For managers, the study identifies a comprehensive set of strategic change initiatives needed to ensure successful digital servitization.

• Tronvoll, Bård & Edvardsson, Bo Åke (2020). Explaining how Platforms Foster Innovation in Service Ecosystems. I Bui, Tung X. (Red.), Proceeding of the 53rd Hawaii International Conference on System Sciences (HICSS 2020). AIS Electronic Library University of Hawai'i at Manoa Hamilton Library 2550 McCarthy Mall Honolulu, HI 96822. ISSN 978-0-9981331-3-3. s. 1608–1617. doi: 10.24251/HICSS.2020.198. Fulltekst i vitenarkiv
• Mysen, Tore & Tronvoll, Bård (2020). The influence on export performance of performance ambiguity among foreign sales agents. European Business Review. ISSN 0955-534X. 32(2), s. 277–296. doi: 10.1108/EBR-02-2018-0041. Fulltekst i vitenarkiv Vis sammendrag

  This paper aims to examine the extent to which exporter difficulties in evaluating foreign sales agent performance affect export performance, either directly or as mediated by opportunism.

• Tronvoll, Bård & Edvardsson, Bo Åke (2019). Exploring customers' experiences of service co-recovery. Service Science. ISSN 2164-3962. 11(3), s. 189–200. doi: 10.1287/serv.2019.0246.
• Edvardsson, Bo Åke & Tronvoll, Bård (2019). How platforms foster service innovations. Organizational Dynamics. ISSN 0090-2616. doi: 10.1016/j.orgdyn.2019.04.007. Fulltekst i vitenarkiv
• Arsenovic, Jasenko; Edvardsson, Bo Åke & Tronvoll, Bård (2019). Moving toward collaborative service recovery: A multiactor orientation. Service Science. ISSN 2164-3962. 11(3), s. 201–212. doi: 10.1287/SERV.2019.0241. Fulltekst i vitenarkiv
• Tronvoll, Bård; Edvardsson, Bo Åke & Möllerskov-Jonzon, Maria (2019). From customer feedback to innovation: - The IKEA case. I Kristensson, Per; Magnusson, Peter & Witell, Lars (Red.), Service Innovation for Sustainable Business: Stimulating, Realizing and Capturing the Value from Service Innovation. World Scientific. ISSN 978-981-3273-37-5. s. 75–93. doi: 10.1142/9789813273382_0005.
• Sklyar, Alexey; Kowalkowski, Christian; Sörhammar, David & Tronvoll, Bård (2019). Resource integration through digitalisation: a service ecosystem perspective. Journal of Marketing Management. ISSN 0267-257X. s. 1–18. doi: 10.1080/0267257X.2019.1600572. Fulltekst i vitenarkiv
• Sklyar, Alexey; Kowalkowski, Christian; Tronvoll, Bård & Sörhammar, David (2019). Organizing for digital servitization: A service ecosystem perspective. Journal of Business Research. ISSN 0148-2963. doi: 10.1016/j.jbusres.2019.02.012. Fulltekst i vitenarkiv
• Tronvoll, Bård (2019). Digital enabled experience – the listening experience in music streaming. International Journal of Music Business Research. ISSN 2227-5789. 8(1), s. 6–38. Fulltekst i vitenarkiv
• Vink, Josina; Joly, Maira Prestes; Wetter-Edman, Katarina; Tronvoll, Bård & Edvardsson, Bo Åke (2019). Changing the Rules of the Game in Healthcare through Service Design. I Pfannstiel, Mario A & Rasche, Christoph (Red.), Service Design and Service Thinking in Healthcare and Hospital Management. Springer Nature. ISSN 978-3-030-00748-5. s. 19–38. doi: 10.1007/978-3-030-00749-2_2.
• Edvardsson, Bo Åke; Tronvoll, Bård & Witell, Lars (2018). An ecosystem perspective on service innovation. I Gallouj, Faïz & Djellal, Faridah (Red.), A Research Agenda for Service Innovation. Edward Elgar Publishing. ISSN 978-1786433442. s. 85–102. doi: 10.4337/9781786433459.00009.
• Vink, Josina; Edvardsson, Bo Åke; Wetter-Edman, Katarina & Tronvoll, Bård (2018). Reshaping Mental Models – Enabling Innovation through Service Design. Journal of Service Management (JOSM). ISSN 1757-5818. doi: 10.1108/JOSM-08-2017-0186. Fulltekst i vitenarkiv
• Koskela-Huotari, Kaisa; Edvardsson, Bo Åke & Tronvoll, Bård (2018). Emergence of novel resources in service ecosystems. I Vargo, Stephen L. & Lusch, Robert (Red.), The SAGE Handbook of Service-Dominant Logic. Sage Publications. ISSN 9781526402837. s. 372–387. doi: 10.4135/9781526470355.n22.
• Findsrud, Rolf; Tronvoll, Bård & Edvardsson, Bo Åke (2018). Motivation: The missing driver for theorizing about resource integration. Marketing Theory. ISSN 1470-5931. 18(4), s. 493–519. doi: 10.1177/1470593118764590. Vis sammendrag

  Resource integration is vital to value co-creation. However, most research focuses on competencies as enablers of resource integration and the social aspects that guide them. Based on a literature review of resource integration and motivation theories, this article proposes including motivation as a driver of resource integration and integrating concepts from motivation theories into the resource integration process. This approach extends the understanding and conceptualization of actors’ resource integration processes, such that motivation determines the direction, intensity, and persistence of effort. When they engage in behavioral and cognitive activities, actors interact with resources, which informs the actors and influences their competencies and motivation. Accordingly, motivation is central for a clear understanding of the psychological mechanisms of resource integration processes, as motivation expands the explanatory power of sociological factors by including intensity and persistence.

• Helkkula, Anu; Kowalkowski, Christian & Tronvoll, Bård (2018). Archetypes of Service Innovation: Implications for Value Cocreation. Journal of Service Research. ISSN 1094-6705. 21(3), s. 284–301. doi: 10.1177/1094670517746776.
• Vink, Josina; Tronvoll, Bård; Edvardsson, Bo Åke; Wetter-Edman, Katarina & Aguirre, Manuela (2017). Service Ecosystem Design: Doing Institutional Work Through Design. I Gummeson, Evert; Mele, Cristina & Polese, Francesco (Red.), The 5th Naples forum on service. University of Naples, Federico II. ISSN 978-88-92667-57-0.
• Tronvoll, Bård (2017). Elastisitet: En forutsetning for virksomheter i kristiske situasjoner. I Hafting, Tore (Red.), Krisehåndtering, planlegging og handling. Fagbokforlaget. ISSN 978-82-450-2111-0. s. 439–456.
• Tronvoll, Bård (2017). En situasjonsbasert tilnærming - fra hendelser til akutte situasjoner. I Hafting, Tore (Red.), Krisehåndtering, planlegging og handling. Fagbokforlaget. ISSN 978-82-450-2111-0. s. 413–438.
• Tronvoll, Bård; Barile, Sergio & Caputo, Francesco (2017). A Systems Approach to Understanding the Philosophical Foundation of Marketing Studies. I Barile, Sergio; Pellicano, Marco & Polese, Francesco (Red.), Social Dynamics in a Systems Perspective. Springer. ISSN 978-3-319-61966-8. s. 1–18. doi: 10.1007/978-3-319-61967-5_1.
• Polese, Francesco; Pels, Jaqueline; Tronvoll, Bård; Bruni, Roberto & Carrubbo, Luca (2017). A4A relationships. Journal of service theory and practice. ISSN 2055-6225. 27(5), s. 1040–1056. doi: 10.1108/JSTP-05-2017-0085. Fulltekst i vitenarkiv Vis sammendrag

  Purpose The purpose of this paper is to investigate the characteristics of actors that allow them to relate to others actors in the system through shared intentionality (orientation) and the nature of the A4A relationship and the results that such interactions bring to the emergent system based on this shared purpose (finality). Design/methodology/approach The topic is approached by theoretical analysis and conceptual development of three integrative frameworks: the sociological perspective, service-dominant logic and a particular perspective of system thinking: the viable system approach (vSa). Findings The A4A relationships involve value co-creation based on actors integrating their resources and acting with intentionality to obtain value by providing benefits to other parties and by belonging to the emergent viable system; actor acts for other actors directly involved in the relationship generating positive effects for the whole system in which it is contextualized. Research limitations/implications Future empirical research might better support findings. Social implications Many social implications deriving from an augmented role of actors engaged within social relationships in co-creation exchanges. From the title of the paper A4A over on the manuscript describes numerous social inferences of actors in co-creation. Originality/value A4A is a relationship formed by actors that interact for the benefit of the whole system in which are involved. They find own benefit from the benefit created for the system in which they live and act. In A4A relationships the value of the single actor comes from the participation to the viability of the whole system.

• Dehling, Sebastian; Edvardsson, Bo Åke & Tronvoll, Bård (2017). Expanding understanding of resource integration in service ecosystems: A signaling approach. I Gummeson, Evert; Mele, Cristina & Polese, Francesco (Red.), The 5th Naples forum on service. University of Naples, Federico II. ISSN 978-88-92667-57-0.
• Gidhagen, Michael; Helkkula, Anu; Loebler, Helge; Jonas, Julia; Sörhammar, David & Tronvoll, Bård (2017). Human-to-nonhuman value co-creation and resource integration: parasocial actors in a service ecosystem. I Gummeson, Evert; Mele, Cristina & Polese, Francesco (Red.), The 5th Naples forum on service. University of Naples, Federico II. ISSN 978-88-92667-57-0.
• Vink, Josina; Tronvoll, Bård; Edvardsson, Bo Åke; Wetter-Edman, Katarina & Aguirre, X (2017). Service ecosystem design: doing institutional work through design. I Gummeson, Evert; Mele, Cristina & Polese, Francesco (Red.), The 5th Naples forum on service. University of Naples, Federico II. ISSN 978-88-92667-57-0.
• Sörhammar, David; Kowalkowski, Christian; Tronvoll, Bård & Skylar, A (2017). Service ecosystem perspective on the digital service journey. I Gummeson, Evert; Mele, Cristina & Polese, Francesco (Red.), The 5th Naples forum on service. University of Naples, Federico II. ISSN 978-88-92667-57-0.
• Findsrud, Rolf & Tronvoll, Bård (2017). Resource integration in value co-creation: Integrative framework from S-D logic and Motivation Theory. I Gummeson, Evert; Mele, Cristina & Polese, Francesco (Red.), The 5th Naples forum on service. University of Naples, Federico II. ISSN 978-88-92667-57-0.
• Tronvoll, Bård & Mysen, Tore (2017). Emosjoner i kundedrevet samskaping av tjenester. Magma forskning og viten. ISSN 1500-0788. 20(4), s. 50–58. Fulltekst i vitenarkiv
• Tronvoll, Bård (2017). The Actor: The Key Determinator in Service Ecosystems. Systems. ISSN 2079-8954. 5(2). doi: 10.3390/systems5020038. Fulltekst i vitenarkiv Vis sammendrag

  Most descriptions of service ecosystems, which provide the foundations for value co-creation, focus on resource integration. In contrast, this article emphasizes the actor’s key role as the foundation resource for value co-creation by looking at both societal- and individual-focused realms, which include the different social aspects of service ecosystems. Institutional arrangements, positions, schemas as mental models, and practices constitute the basis realms influencing the actor in his or her value creation. Societal- and individual-focused realms are dual structures that are in constant interaction. The interdependency of the realms is made apparent through the service ecosystem’s ability to define how resources are understood, assessed, and applied. A thorough examination of the realms that influence the actors embedded in service ecosystems suggests that social forces guide and are guided by actors. This article offers six guidelines for understanding the vital role of actors in service ecosystems.

• Davoudi, Sara; Högström, Sven Erik Claes & Tronvoll, Bård (2017). The Central Role of Identity in the Arctic Periphery. I Lee, Young-Sook; Prebensen, Nina Katrine & Weaver, David (Red.), Arctic Tourism Experiences. Production, Comsumption and Sustainability. CABI Publishing. ISSN 9781780648620. s. 28–36. doi: 10.1079/9781780648620.0028.
• Findsrud, Rolf; Tronvoll, Bård & Edvardsson, Bo Åke (2016). Conceptualizing Resource Integration in Value Co-Creation Using Theories of Motivation. I Russo-Spena, Tiziana & Mele, Cristina (Red.), What's ahead in service research: new perspectives for business and society: proceedings: 26th Annual RESER Conference 2016. University of Naples "Federico II". ISSN 979-12-200-1384-0.
• von Koskull, Catharina; Strandvik, Tore & Tronvoll, Bård (2016). Emotional strategizing in service innovation. Management Decision. ISSN 0025-1747. 54(2), s. 270–287. doi: 10.1108/MD-06-2014-0339. Vis sammendrag

  Purpose: In this paper, we shed light on an aspect of service innovation processes that has remained fairly hidden so far, namely, the role of emotions. Design/methodology/approach: We use the strategizing approach from strategy research, which focuses on detailed processes, practices, and discourse, to understand the influence of emotions on service innovation processes. The empirical data stem from a longitudinal ethnographic study of a service innovation process. Empirical data stems from a longitudinal ethnographic study of a service innovation process. Findings: In the investigated case, the dominant emotion of anxiety is revealed. We focus on this emotion in order to explore how it affects the innovation process itself and the outcome. We identify five emotion-driven practices that form elements of what we label emotional strategizing. Practical implications: Emotion seems to give energy and direction to the service innovation process. This is both positive and challenging for top-level managers. Originality/value: We reveal a hidden aspect of service innovation processes—the effect of emotions. Furthermore, we show that emotions are important because they give energy and direction to the innovation work, and emerge in practices. Emotional strategizing, as a new term, gives visibility to this important issue.

• Ben Letaifa, Soumaya; Edvardsson, Bo Åke & Tronvoll, Bård (2016). The role of social platforms in transforming service ecosystems. Journal of Business Research. ISSN 0148-2963. 69(5), s. 1933–1938. doi: 10.1016/j.jbusres.2015.10.083. Vis sammendrag

  This study seeks to define and conceptualize the role of social platforms in transforming service ecosystems. The study explores how prime social movers use social platforms to enable transformation. The empirical context is Tunisia, a service ecosystem in transformation from repression to democracy. The study builds on ecosystems within management research and service ecosystem frameworks in service-dominant logic (SDL) and describe and analyze the process of institutionalization of social change. Using narratives from interviews, the research focuses on howpeople, especially socialmovers during the Arab Spring in Tunisia come together and integrate disruptive social resources to make a social revolution a reality. This study contributes with: (1) a comprehensive conceptualization of the role of social platforms in the institutionalization of a social change, (2) clarifying the change of social transformation that startswith people, evolves tomeso andmacro levels, and transforms society, and (3) identifying a new service transformation framework for service ecosystems.

• Tronvoll, Bård (2015). Opplevelsen - grunnlaget for et godt omdømme. I Ellingsen, Kristen Albert & Blindheim, Trond (Red.), Regional merkevarebygging. Fagbokforlaget. ISSN 978-82-450-1654-3. s. 95–118.
• Högström, Claes; Gustafsson, Anders & Tronvoll, Bård (2015). Strategic brand management: Archetypes for managing brands through paradoxes. Journal of Business Research. ISSN 0148-2963. 68(2), s. 391–404. doi: 10.1016/j.jbusres.2014.06.009. Fulltekst i vitenarkiv
• Åkesson, Maria; Edvardsson, Bo Åke & Tronvoll, Bård (2014). Regular issue paper: Customer experience from a self-service system perspective. Journal of Service Management (JOSM). ISSN 1757-5818. 25(5), s. 677–698. doi: 10.1108/JOSM-01-2013-0016.
• Xu, Yingzi; Tronvoll, Bård & Edvardsson, Bo Åke (2014). Recovering service failure through resource integration. Service Industries Journal. ISSN 0264-2069. 34(16), s. 1253–1271. doi: 10.1080/02642069.2014.942652.
• Åkesson, Maria; Edvardsson, Bo Åke & Tronvoll, Bård (2014). Customer experience from a self-service system perspective. Journal of Service Management (JOSM). ISSN 1757-5818. 25(5), s. 677–698. doi: 10.1108/JOSM-01-2013-0016.
• Xu, Yingzi; Marshall, roger; Edvardsson, Bo & Tronvoll, Bård (2014). Show you care: initiating co-creation in service recovery. Journal of Service Management (JOSM). ISSN 1757-5818. 25(3), s. 369–387. doi: 10.1108/JOSM-11-2012-0253.
• Edvardsson, Bo; Gustafsson, Anders; Tronvoll, Bård; Kristensson, Per & Witell, Lars (2014). New service development from the perspective of value co-creation in a service system. I Rust, Roland T. & Huang, Ming-Hui (Red.), Handbook of Service Marketing Research. Edward Elgar Publishing. ISSN 9780857938848. s. 346–369. doi: 10.4337/9780857938855.00025.
• Edvardsson, Bo; Kleinaltenkamp, Michael; Tronvoll, Bård; McHugh, Patricia & Windahl, Charlotta (2014). Institutional logics matter when coordinating resource integration. Marketing Theory. ISSN 1470-5931. 14(3), s. 291–309. doi: 10.1177/1470593114534343.
• Tronvoll, Bård; Edvardsson, Bo & Witell, Lars (2013). A conceptualization of service innovation as reconfiguration of actors, resources and institutions. I Edvardsson, Bo; Witell, Lars & Colurcio, Maria (Red.), Ist Workshop on Service Innovation Research. conference papers. Aracne editrice. ISSN 978-88-548-6301-9. s. 37–42.

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• Edvardsson, Bo Åke & Tronvoll, Bård (2022). The Palgrave Handbook of Service Management. Palgrave Macmillan. ISBN 978-3-030-91828-6. 1031 s.

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• Hanssen, Martin; Sörhammar, David & Tronvoll, Bård (2024). Towards Circular Service Ecosystems: Institutional Challenges and Drivers of Innovation.
• Sörhammar, David & Tronvoll, Bård (2024). Towards circular service ecosystems: Institutional challenges and drivers of innovation .
• Tronvoll, Bård (2023). Med over 100 millioner til satsing på samfunnsutvikling – eksempelet Kongsvinger.
• Tronvoll, Bård (2023). Forskningsutfordringer, grønt skifte og sirkulærøkonomi.
• Vien, Bjørn Ronny; Tronvoll, Bård & Findsrud, Rolf (2023). Digital Servitization for a Circular Manufacturing Industry. I Vendrell-Herrero, Ferran & Vaillant, Yancy (Red.), 10th International Conference on Business Servitization (ICBS 2023 - Barcelona). OmniaScience. ISSN 978-8412647556. s. 254–258. doi: https:/doi.org/10.3926/serv2023.
• Vien, Bjørn Ronny; Tronvoll, Bård & Findsrud, Rolf (2023). Digital Servitization for a Circular Manufacturing Industry.
• Edvardsson, Bo Åke; Jakkula, Elina; Witell, Lars; Baker, Jonathan; Fehrer, Julia & Guglielmetti Mugion, J [Vis alle 10 forfattere av denne artikkelen] (2023). Understanding transition towards a Sustainable Circular Economy through a service ecosystem lens.
• Siltaloppi, Jakko; Vargo, Stephen L.; Chandler, Jennifer; Sörhammar, David & Tronvoll, Bård (2023). Beyond the dyad: a generalized triadic model for service research.
• Braathen, Petter & Tronvoll, Bård (2023). Emerging and self-organizing service ecosystems.
• Dehling, Sebastian & Tronvoll, Bård (2023). The role of resource asymmetry for value co-creation.
• Carrubbo, Luca; Polese, Francesco & Tronvoll, Bård (2023). Discovering dynamic resiliency in organizations, Smart Service Summit: building resilience in a changing world.
• Edvardsson, Bo Åke & Tronvoll, Bård (2023). New service development: key concepts and performance drivers. I Gallouj, Faïz; Gallouj, Camal; Monnoyer, Marie-Christine & Rubalcaba, Luis (Red.), Elgar Encyclopedia of Services. Edward Elgar Publishing. ISSN 9781802202588. s. 375–379.
• Findsrud, Rolf; Tronvoll, Bård & Vien, Bjørn Ronny (2023). Tjenesteinnovasjon og tjenestedominant logikk. I Hauge, Atle Jensen; Røhnebæk, Maria & Myklebø, Sigrid (Red.), Innovasjon: En innføring. Cappelen Damm Akademisk. ISSN 9788202733599. s. 169–180. Vis sammendrag

  Hva er innovasjon? Hvordan kan vi forstå og studere dette fenomenet? Boka viser hvordan innovasjon kan beskrives og forstås fra ulike perspektiver. Boka har tre deler som tar for seg hvordan innovasjon kan forstås på systemnivå organisasjonsnivå praktisk nivå Kapitlene formidler kunnskap om innovasjon på en lettfattelig måte og bruker rikelig med eksempler fra ulike bransjer og sektorer. Forfatterne viser at innovasjon kan studeres i ulike settinger, i ulike faser og på ulike nivåer, og leseren får innblikk i innovasjon som et stort og sammensatt fagområde. Mens innovasjon gjerne forbindes med verdiskaping og fremskritt, er det i dag økende oppmerksomhet om problematiske aspekter, særlig i forbindelse med bærekraft. Dette tematiseres i mange av bokas kapitler, og gir et mer nyansert bilde enn det som har dominert litteraturen hittil. Boka er ment som en innføring i innovasjon til bruk på bachelor- og masterkurs. Målgruppen for boka er studenter innen økonomi-, organisasjon- og ledelsesfag, aktører innen nærings- og samfunnsliv, og andre lesere med interesse for innovasjon.

• Vien, Bjørn Ronny; Tronvoll, Bård & Findsrud, Rolf (2023). Digital servitization: decreasing usage of natural resources in service ecosystems.
• Hanssen, Martin; Sörhammar, David & Tronvoll, Bård (2023). Value in recycling: a service ecosystems perspective.
• Åkesson, Maria; Löfberg, Nia & Tronvoll, Bård (2022). Value creation in a digital service ecosystem.
• Vien, Bjørn-Ronny; Tronvoll, Bård & Findsrud, Rolf (2022). Service ecosystem drivers impact on firms' decisions to pursue digital servitization.
• Edvardsson, Bo Åke & Tronvoll, Bård (2022). A service ecosystem perspective on value-creating solutions for collaborating actors.
• Edvardsson, Bo Åke & Tronvoll, Bård (2022). Service Management.
• Tronvoll, Bård & Sörhammar, David (2022). A research agenda for a circular economy: A service ecosystems perspective.
• Edvardsson, Bo Åke & Tronvoll, Bård (2022). Service ecosystem solutions - A service ecosystem perspective on solutions for collaborating actors.
• Sklyar, Alexey; Sörhammar, David; Kowalkowski, Christian & Tronvoll, Bård (2022). Digital Servitization: A Customer-Facing Perspective.
• Edvardsson, Bo Åke & Tronvoll, Bård (2022). A service ecosystem perspective on value-creating solutions.
• Sörhammar, David; Kowalkowski, Christian; Tronvoll, Bård & Sklyar, Alexey (2022). Digital servitization: How data-driven services drive transformation.
• Tronvoll, Bård; Elle, Ingrid & Elle, Ingrid (2021). Bærekraft må flyttes fra PowerPoint til Excel. [Fagblad]. Kapital.
• Tronvoll, Bård (2020). Tensions and Paradoxes in Digital Transformation .
• Tronvoll, Bård (2020). The importance of bringing the service ecosystem into digital transformation .
• Sörhammar, David; Kowalkowski, Christian & Tronvoll, Bård (2019). Digital tjänstefiering: ny affärsmodell för tillväxt och stärkt konkurrenskraft — Digitalisering och tjänstefiering två sidor av samma mynt. Management of Innovation & Technology: MGMT.
• Tronvoll, Bård (2019). Pandeldebatt - bærekraft og digitalisering .
• Tronvoll, Bård (2019). Digitalisering: En utfordring for virksomheten .
• Tronvoll, Bård; Kowalkowski, Christian; Skylar, A & Sörhammar, David (2019). Digital servitization among service ecosystem actors.
• Vink, Josina; Koskela-Huotari, Kaisa; Tronvoll, Bård; Edvardsson, Bo Åke & Wetter-Edman, Katarina (2019). Extending the understanding of service design – From co-design to collective designing.
• Helkkula, Anu; Kowalkowski, Christian & Tronvoll, Bård (2019). Archetypes of service innovation: implications for sustainable development goals .
• Arsenovic, Jasenko; Edvardsson, Bo Åke; Gruber, Thorsten & Tronvoll, Bård (2019). Customer voicing behavior and justice evaluation in co-recovery Encounters .
• Findsrud, Rolf & Tronvoll, Bård (2019). Measuring Resource integration and its impact on resource integration Performance .
• Mysen, Tore & Tronvoll, Bård (2019). Customer experience and engagement in (digitalized) music channels: An exploratory examination.
• Toth, Zsofia; Kowalkowski, Christian; Skylar, A; Sörhammar, David; Tronvoll, Bård & Wirths, Oliver (2019). Digital servitization through the lenses of Paradox Theory – A case study of tensions in the aerospace and maritime industries.
• Tronvoll, Bård (2019). The Logic of Service.
• Toth, Zsofia; Kowalkowski, Christian; Skylar, A; Sörhammar, David; Tronvoll, Bård & Wirths, Oliver (2019). Digital Servitization Through the Lenses of Paradox Theory – The Evidence of Tensions From the Aerospace and Maritime Industries .
• Findsrud, Rolf; Tronvoll, Bård & Edvardsson, Bo Åke (2018). Informing Resource Integration in Service Dominant Logic with Motivation Theory.
• Tronvoll, Bård & Edvardsson, Bo Åke (2018). From customer feedback to innovation: - The IKEA case.
• Edvardsson, Bo Åke & Tronvoll, Bård (2018). Dynamics ecosystem platforms fostering service innovation.
• Edvardsson, Bo Åke & Tronvoll, Bård (2018). Theorizing on resource asymmetry.
• Tronvoll, Bård (2018). Forbrukerombudets nye rapport om klagestatistikk. [TV]. God morgen Norge.
• Tronvoll, Bård & Lund, Anders (2018). Klager sjelden på maten – vil ikke ødelegge stemningen. [Internett]. NRK Nyheter.
• Pettersen, Per Håkon & Tronvoll, Bård (2017). Finnes ikke maken i Norge: Venter god søkning. [Avis]. Glåmdalen.
• Tronvoll, Bård (2017). Betydningen av digital forretningsforståelse – hvordan bygge fremtidens kompetanse.
• Tronvoll, Bård (2017). Hvordan knytte musikkforskning til musikk bransjen - to eksempler.
• Findsrud, Rolf & Tronvoll, Bård (2017). Resource integration in value co-creation: Integrative framework from S-D logic and Motivation Theory.
• Sörhammar, David; Kowalkowski, Christian; Tronvoll, Bård & Skylar, A (2017). Service ecosystem perspective on the digital service journey.
• Vink, Josina; Tronvoll, Bård; Edvardsson, Bo Åke; Wetter-Edman, Katarina & Aguirre, X (2017). Service ecosystem design: doing institutional work through design.
• Gidhagen, Michael; Helkkula, Anu; Loebler, Helge; Jonas, Julia; Sörhammar, David & Tronvoll, Bård (2017). Human-to-nonhuman value co-creation and resource integration: parasocial actors in a service ecosystem.
• Dehling, Sebastian; Edvardsson, Bo Åke & Tronvoll, Bård (2017). Expanding understanding of resource integration in service ecosystems: A signaling approach.
• Arsenovic, Jasenko; Edvardsson, Bo Åke; Tronvoll, Bård; Åkesson, Mikael & Gruber, T (2017). Measuring the holistic co-recovery customer experience.
• Vink, Josina; Tronvoll, Bård; Edvardsson, Bo Åke & Wetter-Edman, Katarina (2017). Reshaping Mental Models through Service Design to Foster Service Innovation.
• Dehling, Sebastian; Edvardsson, Bo Åke; Tronvoll, Bård & Holmlid, Stefan (2017). Innovate at startup speed but scale at industry level: Stakeholder engagement practices between corporations and startups.
• Tronvoll, Bård (2016). Stakeholder participation in innovative value co-creation processes.
• Arsenovic, Jasenko; Edvardsson, Bo Åke; Gruber, Thorsten; Åkesson, Maria & Tronvoll, Bård (2016). Co-creating the Service Recovery Experience – A New Lens on Service Recovery.
• Arsenovic, Jasenko; Edvardsson, Bo Åke; Gruber, Thorsten; Tronvoll, Bård & Åkesson, Maria (2016). A conceptualization of the Co-Recovery Customer Experience.
• Findsrud, Rolf; Tronvoll, Bård & Edvardsson, Bo Åke (2016). Conceptualizing Resource Integration in Value Co-Creation Using Theories of Motivation.
• Kowalkowski, Christian; Sörhammar, David; Tronvoll, Bård & Sklyar, Alexey (2016). A Network Perspective on Servitization.
• Aal, K.; Hammedi, W.; Nasr, L. & Tronvoll, Bård (2016). Exploring the role of conflict in the transformation of service ecosystems.
• Badinelli, Ralph; Barile, Sergio; Carrubbo, Luca; Tronvoll, Bård & Walletzky, Leonard (2016). Market dynamics, a Complex Adaptive Systems view.
• Vink, Josina; Wetter-Edman, Katarina; Tronvoll, Bård & Edvardsson, Bo Åke (2016). Well-being through designing: co-design as a promising, practical approach to enhancing the well-being of actors. Vis sammendrag

  This research responds to the call by proponents of transformative service research to investigate ways service can create uplifting changes aimed at improving the well-being of individuals and collectives (Anderson & Ostrom, 2015). The theoretical contribution of this paper is fruitful for service researchers because it provides a link between the theoretical discussion about transformation in service ecosystems and a practical approach to enhancing individual well-being through service. This research is also important for managers and service designers interested in enhancing the well-being of actors because this study further legitimizes the role of co-design in service.

• Tokar, Oksana; Böhmann, Tilo; Tronvoll, Bård & Edvardsson, Bo Åke (2016). Service boundary objects as facilitators of value co-creation across the boundaries of service systems: Empirical Exploration. Vis sammendrag

  The following research is aimed to theorize service boundary objects (SBOs) to better understand facilitators of value co-creation across the boundaries of service systems. We posit that the concept of SBOs is useful as a theoretical lens on resource integration and value co-creation across multiple service systems and can also help to form the design of interconnected service systems. Service systems are often interconnected across their boundaries via value proposition, acceptance and evaluation of value (Spohrer et al. 2008). Therefore, actors become engaged in Resource integration across multiple service systems (Pinho et al. 2014), whereas challenges arise when actors cross service system boundaries. Unfortunately, there is little research on these challenges and there is a need for an analysis of actors’ resource integration across service system boundaries. In our work we use the theory of boundaries with the concept of boundary objects in order to conceptualize the factors that facilitate resource integration and value co-creation across service system boundaries. Star and Griesemer (1989) introduced boundary objects as mediating translators among different perspectives of cooperating teams. Our study aims to inform existing conceptualizations by introducing the concept of a service boundary object. We build on their definition and propose that SBOs are shared resources that aim to facilitate the actors’ resource integration and value co-creation efforts across the boundaries of service systems. A definition and accompanying operationalization of SBOs can help to identify boundary-related barriers of value co-creation across service system boundaries. We therefore empirically explore resource integration across multiple service systems with the focus on inhibiting and enabling factors in the area of mental health care. This medical area comprises interconnected service systems and represents a complex service system with multiple SBOs. Its complexity is grounded in the structure of care, which comprises multiple service systems with their boundaries and discontinuities of practices. We use the qualitative research data from the selected case and present two studies. In the first study we refine the concept of a SBO and explain how individual SBOs are established at the boundary of service systems. We identify and analyze their variety, viability and temporality in use context. We also discuss how those features and the actual usage of SBOs influence the facilitating function of SBOs and how some SBOs can turn into inhibitors when not used properly. In the second study we view SBOs as shared resources, which can facilitate resource integration either in a bundle or individually. Based on the premise of interconnectedness of boundary objects (Oswick and Robertson 2009) we argue that individual SBOs may not be viable by themselves, whereas the usage of multiple interdependent SBOs may influence or even facilitate their individual viability. We therefore contribute to the understanding of how multiple SBOs may be interconnected to each other and how these combinations become infrastructures that facilitate value co-creation in the context of multiple service systems. We conclude that service boundary objects are useful for understanding value co-creation and resource integration across the boundaries of service systems. At the same time SBOs can also help to design the interconnected service systems as they may be purposefully created or integrated by using service boundary objects.

• Vink, Josina; Wetter-Edman, Katarina; Edvardsson, Bo Åke & Tronvoll, Bård (2016). Understanding the Influence of the Co-Design Process on Well-Being. Vis sammendrag

  The aim of this paper is to explicitly link co-design to well-being and expand the conversation about the influence of the co-design process on well-being. This paper highlights considerations for co-design researchers and practitioners interested in enhancing the value created through co-design. The authors draw from discussions in transformative service research (TSR) to better understand how co-design influences well-being. Co-design is defined as a process of joint inquiry and imagination where diverse actors share and combine their knowledge. Based on the broad definition of service set out in servicedominant logic (SDL), the authors take the position that co-design is a form of service and therefore stress the relevance of TSR to co-design. The paper identifies six dimensions of well-being discussed in TSR that extend and highlight gaps in co-design literature related to the influence of the co-design process on well-being. The authors suggest that these dimensions become a component of future evaluations of the co-design process and point to opportunities for further research related to how co-design influences well-being and supports transformation.

• Tronvoll, Bård (2015). Philosophical foundation for a systemic perspective.
• Tronvoll, Bård & Heinonen, K (2015). The echoing of value - a conceptualization of value.
• von Koskull, Catharina; Strandvik, Tore & Tronvoll, Bård (2015). ’Mission impossible’: emotional strategizing in service innovation management. Vis sammendrag

  Konferansens tittel: Organizations and the Examined Life: Reason, Reflexivity and Responsibility

• Tronvoll, Bård (2015). Philosophical Foundations for Research and their Implications on Service Research.
• Heinonen, K & Tronvoll, Bård (2015). The layers of value; a conceptualization of the phenomenological notion.
• Tokar, O.; BohMann, Tilo & Tronvoll, Bård (2015). Facilitating Service Systems Integration with Service Boundary Objects: An Empirical Exploration in Mental Health Care.
• Letaifa, S.B.; Edvardsson, Bo Åke & Tronvoll, Bård (2015). The role of social platforms in transforming social ecosystems.
• Tronvoll, Bård (2015). Stor interesse for siviløkonomutdanningen på Rena. [Avis]. Østlendingen.
• Tronvoll, Bård (2014). Markedsføring fra oven og markedsføring fra bunnen: -hvordan hjelper dette oss til å forstå verdiskaping?
• von Koskull, Catharina; Strandvik, Tore & Tronvoll, Bård (2014). Emotional strategizing in service innovation management.
• Edvardsson, Bo Åke; Tronvoll, Bård & Witell, Lars (2014). Key Concepts in Service Innovation Research: Value Proposition, Actors, Resources and Institutions.
• Edvardsson, Bo Åke; Tronvoll, Bård & Witell, Lars (2014). Key Concepts in Service Innovation Research: Value Proposition.
• Svenkerud, Peer Jacob & Tronvoll, Bård (2014). Endelig siviløkonomutdanning. Østlendingen.
• Tronvoll, Bård (2013). A transition of service recovery: a network approach.
• Hekkula, A*; Kowalkowski, Christian & Tronvoll, Bård (2013). Different approaches to service innovation and their contribution of value co-creation.
• Edvardsson, Bo; Kleinaltenkamp, Michael; Tronvoll, Bård; McHugh, Patricia; Watts, Jameson & Windahl, Charlotta (2013). Institutional Logic Matters - Coordinating Resource Integration.
• Tronvoll, Bård (2013). Novel marketing perspectives calls for an in-depth understanding of philosophical assumptions.
• Åkesson, Mikael; Edvardsson, Bo & Tronvoll, Bård (2013). Customers experience with self-service technology.
• Åkesson, Mikael; Edvardsson, Bo & Tronvoll, Bård (2013). What drives customers’ experience: The influence of norms.
• Tronvoll, Bård (2013). The Intertwined Drivers of Customers Experiences.
• Tronvoll, Bård (2013). Do we take our philosophical research perspective for granted, if so, what is the result?”.

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