Ritva Höykinpuro

Complex service recovery processes: how to avoid triple deviation

Bo Edvardsson, Bård Tronvoll, B. Edvardsson, 2011 .

Service firms´ action upon negative incidents in high touch services: A narrative study

Ritva Höykinpuro, 2009 .

Dimensions of Customer Value of Website Communication in Business-to-Business Relationships

Thomas Ritter, K. Hellén, J. Tähtinen, 2008 .

Visual narratives on organizational space

Arja Ropo, Ritva Höykinpuro, 2014 .

Narrating organizational spaces

Arja Ropo, Ritva Höykinpuro, 2017 .