Nicklas Salomonson is Associate Professor in Business Administration at the University of Borås in Sweden. His research concerns areas such as service encounter interaction, value creation, technology in services, customer orientation, customer misbehaviour, consumer vulnerability and sustainable consumption. His research has been published in journals such as Industrial Marketing Management, Marketing Theory, Journal of Marketing Management, Journal of Macromarketing, Journal of Retailing and Consumer Services, Journal of Creating Value, Journal of Business Communication, International Journal of Quality and Service Sciences, and Research in Transportation Business & Management.
His current research focuses on different aspects of customer misbehaviour in areas such as public transport and retail. One of the projects aims at clarifying the customer discourse/customer role in relation to service encounters. A specific interest is how customer conceptions sometimes come into collision with organisational rationality and professional norms, in particular incidents where customers act in unacceptable ways towards employees. Another research project examines how patient involvement affects employees in health care.
The research projects have, for example, been financed by the Swedish Research Council (VR), the Swedish Research Council for Health, Working Life and Welfare (Forte), the Knowledge Foundation and the Swedish Retail and Wholesale Council.