Joanna Pilawa

Publications

2025

Lars Witell, Poja Shams, Amie Gustafsson, Joanna Pilawa, Aku Valtakoski (2025)

Kundupplevelse i Förändring: digitalisering, robotar och social närvaro i kundresan (Report)

Joanna Pilawa (2025)

Fables for Robots: Service Innovativeness and AI (Doctoral thesis, comprehensive summary)

https://dx.doi.org/10.3384/9789181183573

Joanna Pilawa, Lars Witell, Per Kristensson (2025)

Service innovation in the eyes of customers: the Swedish innovation index Service innovation and management: digitalization, service infusion and customer experience, p. 143-155 (Chapter in book)

2022

Joanna Pilawa, Aku Valtakoski, Lars Witell (2022)

I see what you did there: Do consumers perceive actual service innovations as innovative? 12th SERVSIG Conference, University of Strathclyde (Conference paper)

Joanna Pilawa, Lars Witell, Aku Valtakoski, Per Kristensson (2022)

Service innovativeness in retailing: Increasing the relative attractiveness during the COVID-19 pandemic Journal of Retailing and Consumer Services, Vol. 67, Article 102962 (Article in journal)

https://dx.doi.org/10.1016/j.jretconser.2022.102962

News

Customer confidence is crucial to how new technology is received

As customers, we can become both satisfied and more interested when a company offers digital, innovative services, such as an AI-based solution. At the same time, this can make us reject those services.