Edvardsson & Tronvoll

Edvardsson and Tronvoll are scholars known for their work in service management and value creation. They emphasize the importance of understanding customer experiences and how businesses can deliver value by engaging with customers effectively. Their research highlights that service is not just about providing a product but about building relationships and enhancing satisfaction. They explore concepts like co-creation, where customers actively participate in the service process, leading to better outcomes for both the service provider and the customer. Overall, their work helps organizations improve service quality and foster stronger connections with their customers.