Korean Air / Alliance Partners / Qantas / Singapore Airlines / HSBC bank / Ericsson / First Direct / Twitter / Google / YouTube / Volvo / Zappos / United Airlines / Linkedin Group / Threadless.com / /
Continent
North America / Europe / /
Country
United Kingdom / /
Currency
pence / GBP / /
Facility
Karlstad University / Management Centre / University of Cambridge / Gramercy Park Hotel / The University of Queensland / Mandarin Oriental hotel / /
IndustryTerm
online retailer / improved services / retail context / Internet portal / customer search / energy / social media / airline / bank / appropriate communications / motion-sensor devices / /
Organization
Karlstad University / Service Research Center / Northeastern University / Hong Kong University Service / Management Centre / D'Amore-McKim School of Business / BI / Norwegian Business School / University of Queensland / Arizona State University / University of Cambridge / INTRODUCTION Service / W.P. Carey School of Business / UQ Business School / /
Person
Nancy Sirianni / Rao / Nancy J. Sirianni / David K. Tse / Anders Gustafsson / Van Doorn / Chen / Janet McColl-Kennedy / David Tse / Ruth Bolton / /
Position
service representative / producer / representative / /
ProvinceOrState
Queensland / Michigan / /
Region
Asia-Pacific / /
Technology
same technologies / also harnessing technology / /
Small Details that Make Big Differences: a radical approach to consumption experience as a firm’s differentiating strategy Ruth Bolton, Anders Gustafsson, Janet McColl-Kennedy, Nancy Sirianni, David Tse This is a worki