Personal profile
Overview
Anders Gustafsson is Distinguished Professorial Fellow at the University of Manchester’s Alliance Manchester Business School (AMBS) and Professor of Marketing at the Norwegian Business School (BI).
His research interests are in the field of marketing management, with a particular focus on customer satisfaction and loyalty as well as the management of customer relationships and consumer behavior in services contexts. Most of his research is carried out in close collaboration with companies, most recently with Ikea, Ericsson and Volvo.
Anders has published his research in the marketing discipline’s top journals, including Journal of Marketing, Journal of Marketing Researchand Journal of Service Research. He is also an author of 12 books, some of which have been translated into multiple languages. Anders has won Best Paper awards for his research published in Journal of Service Researchand Journal of Service Management. He also is the recipient of the Christopher Lovelock Career Contributions to the Services Disciplineaward.
Anders is the current co-editor in chief for Journal of Business Researchand an area editor for Journal of Service Research. He is also the upcoming AMA academic council president and will serve a three-year term.
Expertise related to UN Sustainable Development Goals
In 2015, UN member states agreed to 17 global Sustainable Development Goals (SDGs) to end poverty, protect the planet and ensure prosperity for all. This person’s work contributes towards the following SDG(s):
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SDG 8 Decent Work and Economic Growth -
SDG 9 Industry, Innovation, and Infrastructure -
SDG 10 Reduced Inequalities -
SDG 12 Responsible Consumption and Production -
SDG 16 Peace, Justice and Strong Institutions -
SDG 17 Partnerships for the Goals
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Collaborations and top research areas from the last five years
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The role of empathy in providers’ online customer complaints management
Tran, H.-A., Evanschitzky, H., Gregoire, Y., Nguyen, B., Gustafsson, A. & Ludwig, S., 6 Aug 2025, In: Journal of the Academy of Marketing Science. 21 p.Research output: Contribution to journal › Article › peer-review
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Emotional Arousal in Customer Experience: A Dynamic View
Caruelle, D., Shams, P., Gustafsson, A. & Lervik, L., 1 Jan 2024, In: Journal of Business Research. 170, 114344.Research output: Contribution to journal › Article › peer-review
Open Access -
The Impact of Corporate Social Irresponsibility on Prosocial Consumer Behavior
Kim, S., He, H. & Gustafsson, A., 25 Apr 2024, In: Journal of the Academy of Marketing Science.Research output: Contribution to journal › Article › peer-review
Open Access -
The Influence of Corporate Social Responsibility on Stakeholders in Different Business Contexts
Ghanbanpour, T., Crosby, L., Johnson, M. & Gustafsson, A., 1 Feb 2024, In: Journal of Service Research. 27, 1Research output: Contribution to journal › Article › peer-review
Open Access -
Does your demonstration tell the whole story? How a process mindset and social presence impact the effectiveness of product demonstrations
Ringler, C., Sirianni, N., Peck, J. & Gustafsson, A., 1 Jul 2023, In: Journal of the Academy of Marketing Science.Research output: Contribution to journal › Article › peer-review