CERS Publications

Access to CERS publications

PublicationsFeel free to contact us at cers[at]hanken.fi, in case you are interested in any of our publications.

A complete list of CERS publications can be found in Hanken's Research Data Base CRIS.

The newest Hanken publications can be downloaded from the Library or DHanken.
Below is an overview of recent CERS publications.

International publications from CERS 2009

  • Sääksjärvi, Maria, Maria Holmlund and Nina Tanskanen (2009), Consumer Knowledge of Functional Foods, International Review of Retail, Distribution and Consumer Research, Vol. 19, Iss. 2, 135-156.
  • Edvardsson, Bo and Tore Strandvik (2009), Critical Times in Relationships, European Business Review, Vol. 21, Iss. 4, p. 326-343
  • Vanyushyn, Vladimir, Maria Holmlund and Sören Kock (2009), Cooperation with Competitors and Internationalization: Evidence from the West Coast of Finland, Journal of Euromarketing, Vol. 18, Iss. 2, 89-100.
  • Holmlund, Maria and Päivi Hobbs (2009) Seller-initiated relationship ending: an empirical study of professional business-to-business services, Managing Service Quality, Vol. 19 No. 3, 266-285
  • Heinonen, Kristina (2009) The influence of customer activity on e-service value-in-use, International Journal of Electronic Business Vol. 7, No. 2, 190
  • Heinonen, Kristina and Tore Strandvik (2009) Monitoring value-in-use of e-service, Journal of Service Management, Vol. 20, No. 1, 33-51

2008

  • Grönroos, Christian (2008) Service logic revisited: who creates value? And who co-creates?, European Business Review, Vol. 20, No. 4, 298-314
  • Aspara, Jaakko, Henrich Nyman and Henrikki Tikkanen (2008) Influence of Share Ownerhip on Repeat Patronage, Journal of Customer Behaviour, Vol. 7, No. 2, 149-163
  • Strandvik, Tore and Maria Holmlund (2008), How To Diagnose Business-to-Business Relationships by Mapping Negative Incidents, Journal of Marketing Management, Vol. 24, No. 3-4, April, pp. 361-381.
  • Holmlund, Maria (2008), A Definition, Model, and Empirical Analysis of Business-to-Business Relationship Quality, International Journal of Service Industry Management, Vol. 19, No 1, pp- 32-62.
  • Pihlström, Minna and Gregory J. Brush (2008) Comparing the Percieved Value of Information and Entertainment Mobile Services, Psychology & Marketing, Vol. 25, No. 8, 732-755
  • Edvardsson, Bo, Maria Holmlund and Tore Strandvik (2008) Initiation of business relationships in service-dominant settings, Industrial Marketing Management, 27, 339-350.
  • Pihlström, Minna (2008) Committed to Content Provider or Mobile Channel?, Journal of Information Technology, Theory & Application (JITTA), Vol. 9, No. 1
  • Heinonen, Kristina (2008) The role of digital service encounters on customers' perceptions of companies, Journal of Electric commerce in Organizations, 6 (2), 1-10.
  • Lehtola, Katariina, Harri T.Luomala and Hannele Kauppinen-Räisänen (2008) Consumers´experience of food products: effects of value activation and price cues, Journal of Customer Behaviour, Vol. 7, Iss. 1, 19-29

2007

  • Holmlund, Maria, Sören Kock and Vladimir Vanyushyn (2007) SMEs' Internationalization and the Influence of Importing on Exporting, International Small Business Journal, Vol. 25, No. 5, pp. 459-477.
  • Sääksjärvi, Maria, Katarina Hellén, Johanna Gummerus and Christian Grönroos (2007) Love at First Sight or a Long-Term Affair? Different Relationship levels as Predictors of Customer Commitment, Journal of Relationship Marketing, Vol. 6, No. 1, pp. 45-61
  • Grönroos, Christian (2007) Service Management and Marketing. Customer Management in Service Competition. Chichester, UK: John Wiley & Co
  • Heinonen, Kristina (2007) Conceptualising online banking service value, Journal of Financial Services Marketing, 12 (1). 39-52
  • Grönroos, Christian (2007) In Search of a New Logic for Marketing. Foundations of Contemporary Theory. Chichester, UK: John Wiley & Sons.
  • Holmlund, Maria (2007) Suggesting and Comparing Different Scopes on Quality: Production, Service, Relationship, and Network, Total Quality Management & Business Excellence, Special Issue on Quality Management in Business Relationships, Vol. 18, No. 8, October, pp. 847-859.
  • Finne, Åke (2007) Relationskommunikation - vad är det?. Ekonomiska samfundets tidskrift, vol. 60, nr. 1, pp. 5-16
  • Heinonen, Kristina and Tore Strandvik (2007) Consumer responsiveness to mobile marketing, International Journal of Mobiel Communications, 5 (6), 603-617.
  • Liljander, Veronica, Pia Polsa and Kim Forsberg (2007) Does Mobile CRM Appeal to Loyalty Program Customers? A Study of MIDlet Application Offerings, International Journal of E-Business Research, vol. 3, no. 2, pp. 24-40.

CERS Doctoral Dissertations:

  • Holma, Anne (2009): Adaptation in Triadic Business Relationship Settings
  • Steinby,Camilla (2009):Multidimensionality of Actors in Business Networks: The Influence of Social Action in Pharmacy Networks in Finland
  • Nenonen, Suvi (2009):Customer Asset Management in Action: Using Customer Portfolios for Allocating Resources Across Business-To-Business Relationships For Improved Shareholder Value
  • von Koskull, Katharina (2009):Use of Customer Information: An Ethnography in Service Developent
  • Höykinpuro Ritva (2009):Service Firms' Action Upon Negative Incidents in High Touch Services: A Narrative Study
  • Holmqvist, Jonas (2009): Language Influence in Services
  • Golik Klanac, Natasa (2008): Customer Value of Website Communication in Business-to-business Relationships
  • Pihlström, Minna (2008): Perceived value of mobile service use and its consequences
  • Rindell, Anne (2008): Image heritage - The temporal dimension in consumers' corporate image constructions
  • Wägar, Karolina (2007): The nature of learning about customers in a customer service setting - a study of frontline contact persons
  • Berndtson, Mikael (2007): Informell marknadskommunikation - Teoretisk analys jämte en studie av användningsmöjligheter inom banksektorn
  • Rytting, Leif (2006): Visst gör kunden en stor del av jobbet - Referensramar för kunders medverkan vid tillkomsten av konsumenttjänster
  • Korkman, Oskar (2006): Customer value formation in practice - A practice-theoretical approach
  • Kauppinen, Hannele (2005): Colours as Non-Verbal Signs on Packages.
  • Kokko,Teemu (2005): Offering Development in the Restaurant Sector - A Comparison between Customer Perceptions and Management Beliefs
  • Finne, Åke (2004): Hur den aktiva kunden konstruerar budskap. Ett synsätt inom relationskommunikation.
  • Wendelin, Robert (2004): The nature and change of bonds in industrial business relationships
  • Åkerlund, Helena (2004): Fading customer relationships
  • Leino, Mirel (2004): Value creation in professional services - propositions for understanding financial value from the customer perspective
  • Heinonen, Kristina (2004): Time and location as customer perceived value drivers
  • Nordman, Christina (2004): Understanding customer loyalty and disloyalty - The effect of loyalty-supporting and -repressing factors
  • Ballantyne, David (2004): A relationship mediated theory of internal marketing
  • Sääksjärvi, Maria (2004): Consumer Evaluation of Hybrid Innovations
  • Owusu, Richard A. (2003): Collective Network Capability in International Project Business Networks - A Case Study of the Business Network for the Ashanti Electrification Project in Ghana
  • Arantola, Heli (2002): Relationship Drivers in Provider - Consumer Relationships, Empirical Studies of Customer Loyalty Programs
  • Polsa, Pia (2002): Power and Distribution Network Structure in the People's Republic of China - The Case of an Inland City in Transition
  • Lindberg-Repo, Kirsti (2001): Customer Relationship Communication - Analysing Communication from a Value Generating Perspective
  • Voima, Päivi (2001): Negative Internal Critical-Incident Processes - Windows on Relationship Change
  • Kinnunen, Ritva (2001): Creating and testing of service ideas and service production concepts
  • Roos, Inger (1999): Switching Paths in Customer Relationships
  • Leminen, Seppo (1999): Gaps in Buyer-Seller Relationships. Case Studies in the Telecommunication Industry.
  • Ojasalo, Jukka (1999): Quality Dynamics in Professional Services
  • Ojasalo, Katri (1999): Conceptualizing Productivity in Services
  • Stenbacka, Caroline (1998): Brand Visibility - en referensram för marknadskommunikation med ett relationsmarknadsföringsperspek-tiv. Brand Visibility - A Frame of Reference for Marketing Communications with a Relationship Marketing Perspective. English Summary.
  • Rosenbröijer, Carl-Johan (1998): Capability Development in Business Networks. A Study of Distribution
    in the Fine Paper Sector in the United Kingdom.
  • Holmlund, Maria (1997): Perceived Quality in Business Relationships.
  • Liljander, Veronica(1995): Comparison Standards in Perceived Service Quality.
  • Strandvik, Tore (1994): Tolerance Zones in Perceived Service Quality
  • Storbacka, Kaj (1994): The Nature of Customer Relationship Profitability - Analysis of Relationships and Customer Bases in Retail Banking.

Additional material

You can download Journals ranking of the Department of Marketing, Hanken [pdf] 61k.

Modified 16.10.2009