معرفی
Anders Gustafsson is a Research Professor in the Department of Marketing at BI Norwegian Business School, where he conducts cutting-edge research on customer experience, service marketing, and consumer behavior. With a prolific publication record spanning top-tier journals including the Journal of the Academy of Marketing Science, Journal of Service Research, and Journal of Retailing, Professor Gustafsson has established himself as a leading scholar in service research.
His research expertise spans customer experience (CX), ethical dimensions of customer experience management, service innovation, customer satisfaction, and the emotional aspects of service encounters. Professor Gustafsson employs diverse methodological approaches including field experiments, psychophysiological measurements (particularly electrodermal activity), and quantitative analyses across multiple international contexts. His recent work has focused on ethical paradoxes in customer experience management, customer perceived innovation, and the impact of corporate social responsibility on consumer behavior.
Professor Gustafsson's research demonstrates consistent trends toward interdisciplinary approaches, connecting marketing with psychology, neuroscience, and technology. His publications on the metaverse, affective computing, and emotional arousal in service encounters reflect his ability to address emerging topics at the intersection of technology and consumer behavior. His work consistently emphasizes both theoretical rigor and practical relevance, offering actionable insights for service providers.
- Extensive publication record in premier marketing journals
- Research on ethical dimensions of customer experience management
- Studies on emotional dynamics in service encounters using psychophysiological methods
- Contributions to service innovation theory and customer satisfaction research
- Work bridging marketing with neuroscience and technology
Professor Gustafsson's research has significant implications for service management practice, particularly in retail, digital marketing, and customer experience design. His findings on customer waiting times, product demonstrations, and ethical customer experience management provide concrete guidance for service providers seeking to optimize customer interactions. His collaborative approach is evident in his extensive co-authorship network spanning multiple countries and institutions.
