Doctoral Dissertations

CERS Doctoral Dissertations

• Viio, Paul (2011): Strategic sales process adaptation : relationship orientation of the sales process in a business-to-business context
• Persson, Andreas (2011): Profitable Customer Management: A Study in Retail Banking
• Gummerus, Johanna (2011): Customer Value in E-Service: Conceptual Foundation and Empirical Evidence
• Hellén, Katarina (2010):A Continuation of the Happiness Success Story: Does Happiness Impact Service Quality?
• Helkkula, Anu (2010):Service Experience in an Innovation Context
• 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
• Ravald, Annika (2009):Hur Uppkommer Värde för kunden?
• 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.