Bo Edvardsson, Karlstad University
Bo Enquist, Karlstad University

This book is the first to examine the role of values in developing and managing sustainable service organisations. The focus is on the role of values in creating customer and shareholder value. The first chapter describes and defines values-based service and sustainable business. The chapter also introduces IKEA and the company’s business model. Chapter 2 provides an overview of the history of IKEA and the social and environmental perspectives. In Chapter 3, the concept of customer value is discussed. In Chapters 4–6, values-based service thinking is developed within the areas of service experience, service brand, and service leadership. Finally in Chapter 7, IKEA is compared with Starbucks, H&M, and Body Shop and we present five principles for a sustainable, values-based service business.


* Book published 2009 by Routledge, London.