Bo Edvardsson

Karlstad University, University of Inland Norway

Papers

Total Citations

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About

Bo Edvardsson is a foundational figure in service research, best known for pioneering work in service quality and customer relationships. His 1988 study, "Service Quality in Customer Relationships," remains a cornerstone of the field, with 85 citations, and introduced critical incident analysis in B2B service contexts—examining 205 incidents across Swedish industrial firms like ABB Robotics and Atlas Copco. This work shaped how scholars and practitioners understand service encounters and relationship dynamics. More recently, Edvardsson has turned to the philosophical underpinnings of marketing and service research. His 2023 paper, "Critical examination of academic marketing and service research’s philosophical foundation," proposes a social and systemic perspective to address contemporary challenges, signaling a shift toward more holistic, context-aware frameworks. Though newer, this contribution already garners attention for its bold rethinking of disciplinary assumptions. Edvardsson’s career reflects a rare blend of empirical rigor and philosophical depth, making him a key voice in evolving service theory. His work continues to influence students and researchers exploring the intersections of service, relationships, and systemic thinking.