1st Edition

Values-based Service for Sustainable Business
Lessons from IKEA

ISBN 9780415620390
Published March 4, 2011 by Routledge
144 Pages 4 B/W Illustrations

USD $62.95

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Book Description

The role of values in developing and managing service companies has been under researched in the existing literature - until now. This book analyzes a large organization (IKEA) as a basis for values based service for sustainable business.

The authors provide an overview of the history of IKEA and the social and environmental perspectives that have acted as driving forces for creating economic value. They go on to develop values-based service thinking within the areas of service experience, service brand, and service leadership. The book concludes by comparing IKEA to other values-based service companies (such as Starbucks, H&M, and Body Shop); from these reflections, the book presents the key principles for a sustainable, values-based service business.


Table of Contents

1. Introduction, 2. Sustainable Business Embedded in History and Heritage, 3. Values Based Service, 4. Values-Based Service Experience, 5. Values-Based Service Brands and Marketing Communication, 6. Values-Based Service Leadership, 7. Values-Based Sustainable Service Business

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Bo Edvardsson is professor and Director of CTF-Service Research Center at Karlstad University, Sweden.

Bo Enquist is associate professor at CTF-Service Research Center at Karlstad University, Sweden.