People Behind CERS
Who are we?
CERS Board of Directors
Christian Grönroos, Professor, Chairman
Tore Strandvik, Professor
Kaj Storbacka, Docent, Chairman,Vectia
Björn West, Doctoral Candidate
Staff
Robert Wendelin, Ph.D. (Econ.), CERS Partnership
Katarina Hellén, M.Sc. (Econ.), CERS Events
Karl-Jacob Mickelsson, M.Sc. (Econ), CERS Award, Website
Doctoral students at CERS
Johanna Gummerus
Academic Title: M.Sc. (Econ), Doctoral Candidate
Research topic: Determinants of e-service loyalty
Keywords: Quality, E-loyalty, commitment, Internet, electronic commerce
Contacts: CERS, Hanken School of Economics, P.O.Box 479, 00101 Helsinki. Tel. +358 (0)40 3521508, e-mail: johanna.gummerus[at]hanken.fi
Arja Hallberg
Academic Title: M.Sc.(Econ), Doctoral Candidate
Research topic: Value creation in supplier-customer relationships
Keywords: Business-to-business marketing, business relationships, relationship management, value creation
Contacts: CERS, Hanken School of Economics, P.O.Box 479, 00101 Helsinki. Tel. +358 40 568 3430, +358 (0)40 35 21 424 e-mail: arja.hallberg[at]kolumbus.fi
Tuulikki Haaranen
Academic title: M.Mus (Arts Management), Doctoral Candidate
Research topic: Relational capital in creative business networks
Key words: Relational capital, business network capital, relationship
capital management, business network management.
Contacts: Tel. +358 40 5094050, e-mail: tuulikki.haaranen[at]hanken.fi
Jari Helenius
Academic Title: M.Sc. (Econ), Doctoral Candidate, CERS associate
Anu Helkkula
Academic Title: M.Sc. (Econ.), Doctoral Candidate
Research topic: Experiences in service development and innovation
Keywords: Service experience, service development, service innovation, narrative inquiry technique
Contacts: CERS, Hanken School of Economics, P.O.Box 479, 00101 Helsinki. Tel. +358 40 5442216, e-mail: anu.helkkula[at]hanken.fi
Pekka Helle
Academic title: M.Sc. (Econ), Doctoral Candidate
Research topic: Value and value-creation processes
Keywords: Customer Value, Value-Creating Process, Relationship Marketing, B2B-Marketing
Contacts: CERS, Hanken School of Economics, P.O.Box 479, 00101 Helsinki. Tel. +358 40 5551 863, e-mail: pekka.helle[at]hanken.fi
Katarina Hellén
Academic Title: M.Sc. (Econ), Doctoral Candidate
Research topic: Service quality in multiple actor services
Keywords: Service quality, multiple actor services, surrogate consumption, old-age care
Contacts: CERS, Hanken School of Economics, P.O.Box 479, 00101 Helsinki. Tel. 050 354 60 75, e-mail: katarina.hellen[at]hanken.fi
Ryszard Kedzior
Academic Title: M.Sc. (Econ), Doctoral Candidate
Contacts: CERS, Hanken School of Economics, P.O.Box 479, 00101 Helsinki., e-mail: kedzior[at]hanken.fi
Helena Liewendahl
Academic Title: M.Sc. (Econ), Doctoral Candidate
Research topic: Organizational Journey towards a Relationship Orientation
Keywords: Relationship Marketing Strategy, Stragegy Integration, Culture and Knowledge Creation
Contacts: CERS, Hanken School of Economics, P.O.Box 479. 00101 Helsinki, e-mail: helena.liewendahl[at]hanken.fi
Sara Lindeman
Academic Title: M.Sc. (Econ), Eur.M.Sc. (Human Rights and Democratisation), Doctoral Candidate
Research topic: Value Co-creation in Subsistience MarketplacesKeywords: Bottom-of-the-pyramid, corporate social responsibility, value creation, developing countries
Contacts: CERS, Hanken School of Economics, P.O.Box 479. 00101 Helsinki. Tel. +358 40 3521554, e-mail: sara.lindeman[at]hanken.fi
Salvatore Malafronte
Academic Title: M.Sc. (Econ), Doctoral Candidate
Research Interests: The role of virtual communities of customers as a bottom-up source of feedback information in shaping the marketing strategy. B2B, B2C Communication. Branding. Organizational issues. Information Technology. Logic. Modelling of Knowledge Based Systems.
Contacts: CERS, Hanken School of Economics, P.O.Box 479, 00101 Helsinki. Tel. +358 40 3521 337, e-mail:salvatore.malafronte[at]hanken.fi
Karl-Jacob Mickelsson
Academic Title: M.Sc. (Econ), Doctoral Candidate
Research topic: Enthusiastic consumers
Keywords: Enhusiasm, consumption, enduring involvement, hobbies
Contacts: CERS, Hanken School of Economics, P.O.Box 479, 00101 Helsinki.Tel. +358 (0)40 3521392, e-mail: karl-jacob.mickelsson[at]hanken.fi,
www.hanken.fi/staff/s960510
Henrich Nyman
Academic Title: M.Sc. (Econ), Doctoral Candidate
Contacts: CERS, Hanken School of Economics, P.O.Box 479, 00101 Helsinki, Tel. +358 (0)40 35 21 435, e-mail: henrich.nyman[at]hanken.fi
Erkki Paajanen
Academic Title: M.Sc. (Econ.), MBA, Doctoral Candidate
Research topic: Franchisee Recruitment within a Finnish service organization. A critical view from a marketing strategy viewpoint.
Keywords: Franchising, Personality Assessment Methods, Marketing Strategy.
Contacts: CERS, Hanken School of Economics, P.O. Box 479, 00101 Helsinki. Tel. +358 6 3129 046, fax +358 6 3123 679, GSM +358 (0)400 263 452, e-mail: erkki.paajanen[at]pentacon.fi
Andreas Persson
Academic Title: M.Sc. (Econ), Doctoral Candidate
Research topic: The Management of Customer Relationships as Assets: Application of a Value
Maximization Approach in Retail Banking
Keywords: Customer asset management, Customer Equity, Customer lifetime value, Customer portfolios, Retail banking
Contacts: CERS, Hanken School of Economics, P.O.Box 479, 00101 Helsinki. Tel. +358-40-3521348, e-mail: andreas.persson[at]hanken.fi,
www.hanken.fi/staff/s024380f
Ewa Pulkkinen
Academic Title: M.Sc. (Econ), Doctoral Candidate
Research topic: Internationalisation strategies of Central European firms
Keywords: internationalisation, international marketing strategies, foreign market entry, emerging markets, economies of transition
Ming Teng
Academic Title: M.Sc. (Econ.), M.Sc. (Food), M.Soc.Sc. (Sociology), Doctoral Candidate
Research topic: Customer Engagement: A Chinese Perspective and Experience in Relationship Marketing
Keywords: Customer Engagement, Relationship Value, Customer Portfolio, B-to-C in China, Beyond Guanxi, CRM
Contacts: Tel. +358 41-501 1686, e-mail: ming.teng[at]hanken.fi
Tiina Vihtkari
Academic Title: M.Sc. (Econ), Doctoral Candidate
Research Topic: Brand Relationship Value - Exploring the Role of Virtual Communities
Keywords: Brand relationship, relationship value, virtual communities, relationship communication
Contacts: CERS, Hanken School of Economics, P.O.Box 479, 00101 Helsinki.Tel. +358 9 431 33 559, Fax. +358 9 431 33 287, e-mail: tiina.vihtkari[at]hanken.fi
Henrik Virtanen
Academic Title: Lic.Sc. (Econ), Doctoral Candidate
Associate in Vaasa
Lotta Vuoristo
Academic Title: M.Sc. (Econ), Doctoral Candidate
Contact: e-mail: lotta.vuoristo[at]hanken.fi
Björn West
Academic Title: M.Sc. (Econ), Doctoral Candidate
Associate in Vaasa
Sara Åhman
Academic Title: M.Sc. (Econ), Doctoral Candidate
Associate in Vaasa
Post-doc researchers at CERS
Nataša Golik Klanac
Academic Title: Ph.D. (Econ.)
Research topic: Customer perceived value of website communication in business-to-business relationships
Keywords: Internet, websites, business-to-business marketing, business relationships, communication, customer perceived value
Contacts: CERS, Hanken School of Economics, P.O.Box 479, 00101 Helsinki., e-mail: natasa.golik[at]hanken.fi
Ritva Höykinpuro
Academic Title: Ph.D. (Econ), Doctoral Candidate
Research topic: Customer's perception of service: Who should care? -Multi-level social constructionist perspective
Keywords: service encounter,service design, service system, service levels, narrative analysis, restaurant industy.
Contacts: CERS, Hanken School of Economics, P.O.Box 479, 00101 Helsinki. Tel. +358 (0)40 35 21 546, e-mail: ritva.hoykinpuro[at]hanken.fi
Catharina von Koskull
Academic Title: Ph.D. (Econ)
Research topic: Use and Non-Use of Customer Information in Service Development - A Report from the Field
Keywords: Service development, market research, informal customer information
Contacts: CERS, Hanken School of Economics, P.O. Box 479, 00101 Helsinki. Tel. +358 (0)40 35 21 549, e-mail: catharina.solhall[at]hanken.fi
Minna Pihlström (née Pura)
Academic Title: Ph.D. (Econ)
Research topic: The Influence of Value on Loyalty to Mobile Services
Keywords: Value, loyalty, commitment, mobile service, behaviour, trigger
Contacts: CERS, Hanken School of Economics, P.O.Box 479, 00101 Helsinki, e-mail: minna.pura[at]hanken.fi
www.hanken.fi/staff/pura/
Anne Rindell
Academic Title: Ph.D. (Econ),
Research topic: Image Heritage: The temporal perspective in corporate image formation
Keywords: Corporate image, Corporate Brand, Image formation, Image perception
Contacts: Tel. +358 41-545 8808, e-mail: anne.rindell[at]hanken.fi
Robert Wendelin
Academic Title: Ph.D. (Econ.)
Contacts: Tel. +358 (0)40 35 21 559, E-mail: robert.wendelin[at]hanken.fi
Faculty
Peter Björk
Academic Title: Ph.D. (Econ), Professor (acting)
Associate in Vaasa
Åke Finne
Academic Title: Ph. D., Senior lecturer
Keywords: Relationship communication, marketing communication, meaning
Contacts: Tel. +358 9 431 33 244, e-mail: ake.finne[at]hanken.fi
Christian Grönroos
Academic Title: Ph. D., Professor
Contacts: Tel. +358 9 431 33 295, e-mail: christian.gronroos[at]hanken.fi
Kristina Heinonen
Academic Title: Ph. D., Assistant Professor (acting)
Contacts: Tel. +358 9 431 33 427, e-mail: kristina.heinonen[at]hanken.fi
Maria Holmlund-Rytkönen
Academic Title: Ph. D., Professor (acting)
Keywords: Relationship marketing, critical incidents, methods, NCIM
Contacts: Tel. +358 9 431 33 396, e-mail: maria.holmlund-rytkonen[at]hanken.fi
Hannele Kauppinen-Räisänen
Academic Title: Ph.D., Senior Researcher
Contacts: Tel. +358 9 431 33 381, e-mail: hannele.kauppinen[at]hanken.fi
Veronica Liljander
Academic Title: Ph.D., Professor, Head of Department
Keywords: Customer relationships, service quality, e-service quality
Contacts: Tel. +358 9 431 33 288, e-mail: veronica.liljander[at]hanken.fi
www.hanken.fi/staff/veronica/
Kirsti Lindberg-Repo
Academic Title: Ph.D., Senior Researcher
Contacts: Tel. +358 9 431 33 337, e-mail: kirsti.lindberg-repo[at]hanken.fi
Lars-Johan Lindqvist
Academic Title: Ph.D. (Econ), Professor
Associate in Vaasa
Richard Owusu
Academic Title: Ph. D., Assistant Professor (acting)
Contacts: Tel. +358 9 431 33 293, e-mail: richard.owusu[at]hanken.fi
Research topic(s): Managing Business Relationships; International Marketing Modes particularly Project Business; The Role of Business Networks and Relationship Marketing in International Marketing; Business in Developing Countries and Emerging Markets, particularly Africa
Pia Polsa
Academic Title: Ph. D.
Research topic(s): Marketing channels, international business relationships, marketing and consumer behaviour in the People's Republic of China
Keywords: Marketing channels, power, the PRC
Contacts: Tel. +358 9 431 33 341, e-mail: pia.polsa[at]hanken.fi,
www.hanken.fi/staff/polsa/
Annika Ravald
Academic Title: M.Sc. (Econ), Assistant Professor
Associate in Vaasa
Tore Strandvik
Academic Title: Ph. D., Professor
Contacts: Tel. +358 9 431 33 290, e-mail: tore.strandvik[at]hanken.fi
Maria Sääksjärvi
Academic Title: Ph.D. (Econ)
Research topic: Consumer Adoption of Technological Innovations
Keywords: Hybrid products, innovation, adoption, technology, mobile services
Tel. +358 9 431 33 227, e-mail: maria.saaksjarvi[at]hanken.fi
Karolina Wäger
Academic Title: D.Sc. (Econ)
Research topic: Learning about customers - a study of frontline contact persons at a car retailing company
Key words: Learning, knowledge, selling, service, ethnography
Contact: CERS, Hanken School of Economics in Vasa, PB 287, 65101 VASA, tel: +358 (0)6 3533 761, e-mail: karolina.wager[at]hanken.fi
CERS Associates
David Ballantyne
Academic Title: Ph.D. (Econ.)
Mikael Berndtson
Academic Title: Ph.D. (Econ.)
Research topic: Word-of-mouth Communication in Retail Bank
Keywords: Word-of-mouth Communication, Retail Banking, Relationship Marketing
Contacts: CERS, Hanken School of Economics, P.O.Box 479, 00101 Helsinki. Tel. +358 9 431 33 348, e-mail: mikael.berndtson[at]hanken.fi
Christina Dahlblom
Academic Title: Ph.D. (Econ.)
Teemu Kokko
Academic Title: Ph.D. (Econ.)
Research topic: Offering Development in the Restaurant Sector - A Dual Approach
Keywords: Product Development, Service Design, Offering Development
Oskar Korkman
Academic Title: Ph.D. (Econ.)
Research topic: Customer value in practice
Keywords: Customer value, service development, practice theory, customer value
Christian Krigström
Academic Title: MA, Doctoral Candidate
Mitthögskolan, Sundsvall
Mirel Leino
Academic Title: Ph.D. (Econ.)
Hannu Mattinen
Academic Title: M.Sc. (Econ.), Doctoral Candidate
Riitta Puutula
Academic Title: M.Sc. (Econ.), Doctoral Candidate
Research topic: Loyalty to keep up relationships in a changing bank environment
Keywords: Relationship, loyalty, emotions, service quality
Contacts: e-mail: riitta.puutula[at]sampo.fi
Leif Rytting
Academic Title: M.Sc. (Econ.), Doctoral Candidate
Högskolan i Kalmar
Kaj Storbacka
Academic Title: Ph. D. (Econ), Docent
Helena Renström
Academic Title: Ph. D. (Econ)
Research topic: Fading Customer Relationships in Financial Services
Keywords: Fading processes, Relationship dissolution, Relationship marketing, Financial services, Relationship dynamics
Contacts: Currently visiting scholar at USBE - Umeå School of Business and Economics, Department of Business Administration, S-901 87 Umeå. Tel. +46 90 786 65 97, e-mail: helena.akerlund[at]hanken.fi
Anne Holma
Academic title: M.Sc. (Econ), Doctoral Candidate
Research topic: Triadic business relationships and their dynamics
Keywords: Business networks, service delivery, business travel industry.
Contacts: CERS, Hanken School of Economics, P.O.Box 479, 00101 Helsinki. Tel. +358 (0)40 35 21 771, e-mail: anne.holma[at]hanken.fi
Jonas Holmqvist
Academic Title: Ph.D. (Econ)
Camilla Steinby
Academic Title: PH.D. (Econ), B.Sc. (Pharm.)