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Journal Articles

The innovation–sustainability nexus: how communication channels shape perceptions and outcomes

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Anissa Fedji, Tor Wallin Andreassen, Lars Witell
Journal: Journal of Service Management
Journal of Service Management (2026) 37 (3): 373–393.
https://doi.org/10.1108/JOSM-04-2025-0186
Published: 10 February 2026
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Includes: Supplementary data
Journal Articles

Balancing truth and lies: ethical management of AI in service encounters

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Hannah Snyder, Lars Witell, Allard C.R. van Riel, Thomas Magor, Shannon Lutze, Ursula Sigrid Bougoure
Journal: Journal of Service Management
Journal of Service Management 1–20.
https://doi.org/10.1108/JOSM-12-2024-0538
Published: 09 January 2026
View article titled, Balancing truth and lies: ethical management of AI in service encounters
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Journal Articles

AI as a change agent in an aging society: toward the sustainable behavior of service organizations and customers

Open Access
Lars Witell, Hannah Snyder, Allard C.R. van Riel, Mohamed Zaki
Journal: Journal of Service Management
Journal of Service Management 1–21.
https://doi.org/10.1108/JOSM-10-2024-0436
Published: 12 August 2025
View article titled, AI as a change agent in an aging society: toward the sustainable behavior of service organizations and customers
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Journal Articles

Dynamics of wellbeing co-creation: a psychological ownership perspective

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Tom Chen, Sarah Dodds, Jörg Finsterwalder, Lars Witell, Lilliemay Cheung, Mareike Falter, Tony Garry, Hannah Snyder, Janet R. McColl-Kennedy
Journal: Journal of Service Management
Journal of Service Management (2021) 32 (3): 383–406.
https://doi.org/10.1108/JOSM-09-2019-0297
Published: 02 July 2020
View article titled, Dynamics of wellbeing co-creation: a psychological ownership perspective
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Journal Articles

Visioning a hospitality-oriented patient experience (HOPE) framework in health care

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Philippa Hunter-Jones, Nathaniel Line, Jie J. Zhang, Edward C. Malthouse, Lars Witell, Brooke Hollis
Journal: Journal of Service Management
Journal of Service Management (2020) 31 (5): 869–888.
https://doi.org/10.1108/JOSM-11-2019-0334
Published: 08 April 2020
View article titled, Visioning a hospitality-oriented patient experience (HOPE) framework in health care
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Journal Articles

Identifying the resource integration processes of green service

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Hugo Guyader, Mikael Ottosson, Per Frankelius, Lars Witell
Journal: Journal of Service Management
Journal of Service Management (2020) 31 (4): 839–859.
https://doi.org/10.1108/JOSM-12-2017-0350
Published: 25 February 2019
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Journal Articles

Customer experience challenges: bringing together digital, physical and social realms

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Ruth N. Bolton, Janet R. McColl-Kennedy, Lilliemay Cheung, Andrew Gallan, Chiara Orsingher, Lars Witell, Mohamed Zaki
Journal: Journal of Service Management
Journal of Service Management (2018) 29 (5): 776–808.
https://doi.org/10.1108/JOSM-04-2018-0113
Published: 07 September 2018
View article titled, Customer experience challenges: bringing together digital, physical and social realms
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Journal Articles

Does one size fit all? New service development across different types of services

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Elina Jaakkola, Thomas Meiren, Lars Witell, Bo Edvardsson, Adrienne Schäfer, Javier Reynoso, Roberta Sebastiani, Doris Weitlaner
Journal: Journal of Service Management
Journal of Service Management (2017) 28 (2): 329–347.
https://doi.org/10.1108/JOSM-11-2015-0370
Published: 18 April 2017
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Journal Articles

The changing role of the health care customer: review, synthesis and research agenda

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Janet R. McColl-Kennedy, Hannah Snyder, Mattias Elg, Lars Witell, Anu Helkkula, Suellen J. Hogan, Laurel Anderson
Journal: Journal of Service Management
Journal of Service Management (2017) 28 (1): 2–33.
https://doi.org/10.1108/JOSM-01-2016-0018
Published: 20 March 2017
View article titled, The changing role of the health care customer: review, synthesis and research agenda
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Journal Articles

Reflections on context in service research

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Chris Voss, Helen Perks, Rui Sousa, Lars Witell, Nancy V. Wünderlich
Journal: Journal of Service Management
Journal of Service Management (2016) 27 (1): 30–36.
https://doi.org/10.1108/JOSM-04-2015-0115
Published: 21 March 2016
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Journal Articles

Turning customer satisfaction measurements into action

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Line Lervik Olsen, Lars Witell, Anders Gustafsson
Journal: Journal of Service Management
Journal of Service Management (2014) 25 (4): 556–571.
https://doi.org/10.1108/JOSM-01-2014-0025
Published: 12 August 2014
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Journal Articles

From service for free to service for fee: business model innovation in manufacturing firms

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Lars Witell, Martin Löfgren
Journal: Journal of Service Management
Journal of Service Management (2013) 24 (5): 520–533.
https://doi.org/10.1108/JOSM-04-2013-0103
Published: 07 October 2013
View article titled, From service for free to service for fee: business model innovation in manufacturing firms
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Journal Articles

Having a strategy for new service development – does it really matter?

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Bo Edvardsson, Thomas Meiren, Adrienne Schäfer, Lars Witell
Journal: Journal of Service Management
Journal of Service Management (2013) 24 (1): 25–44.
https://doi.org/10.1108/09564231311304170
Published: 08 March 2013
View article titled, Having a strategy for new service development – does it really matter?
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Journal Articles

Customer co‐creation in service innovation: a matter of communication?

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Anders Gustafsson, Per Kristensson, Lars Witell
Journal: Journal of Service Management
Journal of Service Management (2012) 23 (3): 311–327.
https://doi.org/10.1108/09564231211248426
Published: 22 June 2012
View article titled, Customer co‐creation in service innovation: a matter of communication?
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Journal Articles

Co‐creation and learning in health‐care service development

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Mattias Elg, Jon Engström, Lars Witell, Bozena Poksinska
Journal: Journal of Service Management
Journal of Service Management (2012) 23 (3): 328–343.
https://doi.org/10.1108/09564231211248435
Published: 22 June 2012
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Journal Articles

Idea generation: customer co‐creation versus traditional market research techniques

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Lars Witell, Per Kristensson, Anders Gustafsson, Martin Löfgren
Journal: Journal of Service Management
Journal of Service Management (2011) 22 (2): 140–159.
https://doi.org/10.1108/09564231111124190
Published: 26 April 2011
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Journal Articles

Guest editorial

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Anders Gustafsson, Saara Brax, Lars Witell
Journal: Journal of Service Management
Journal of Service Management (2010) 21 (5)
https://doi.org/10.1108/josm.2010.08521eaa.001
Published: 12 October 2010
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Journal Articles

Service addition as business market strategy: identification of transition trajectories

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Paul Matthyssens, Koen Vandenbempt
Journal: Journal of Service Management
Journal of Service Management (2010) 21 (5): 693–714.
https://doi.org/10.1108/09564231011079101
Published: 12 October 2010
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Journal Articles

Exploitation or exploration in service business development?: Insights from a dynamic capabilities perspective

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Thomas Fischer, Heiko Gebauer, Mike Gregory, Guangjie Ren, Elgar Fleisch
Journal: Journal of Service Management
Journal of Service Management (2010) 21 (5): 591–624.
https://doi.org/10.1108/09564231011079066
Published: 12 October 2010
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Journal Articles

Comparing provider‐customer constellations of visibility‐based service

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Jan Holmström, Saara Brax, Timo Ala‐Risku
Journal: Journal of Service Management
Journal of Service Management (2010) 21 (5): 675–692.
https://doi.org/10.1108/09564231011079093
Published: 12 October 2010
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