Dr. Anu Helkkula is working as the Director of Centre for Relationship Marketing and Service Management (CERS) during Kristina Heinonen's maternity leave. She is project manager for Tekes financed INNOPEX project, which studies service innovation both from provider perspective and as user experiences. The project is realised together by Hanken School of Economics / CERS, BIT Research Centre, and the Department of Economics and Management of the University of Helsinki. She is project director for Tekes financed Always a Happy Ending? -project, which focuses on who, when and how should users be engaged in service innovation. The project is realised together by Hanken / CERS and VTT Technical Research Centre of Finland.

Before her academic career, she has worked for twenty years in service management and development positions in Finland and internationally. 

She has been involved in lecturing on masters, executive and undergraduate programmes as well as for companies. Her lecturing has focused on marketing, selling, service development, service innovation, leadership and management. She has also supervised PhD students and has been tutoring students at all levels.

Her primary research interests include customer and managerial service experience, practices, value, co-creation, and development of innovation practices and Service-Dominant Logic.

Reviewer activities

Journal of Service Research
Journal of Service Management
Journal of Retailing and Consumer Services
Journal of Service Science
Journal of Marketing Management
International Journal of Business and Management
Industrial Marketing Management
Journal of Service Management and Arts Marketing: An International Journal

 

 

 

 

Peer reviewed journal articles

Helkkula, A., Kelleher, C. and Pihlström, M. (2012 forthcoming), Practices and Experiences: Challenges and Opportunities for Value Research, Journal of Service Management. 

Helkkula, A., Kelleher, C. and Pihlström, M. (2012), “Characterizing Value as an Experience – Implications for Researchers and Managers”, Journal of Service Research, Vol. 15, No. 1, pp. 59-75.

Helkkula, A. (2011), "Characterising the Concept of Service Experience", Journal of Service Management, Vol. 22, No. 3, pp. 367-389.

Helkkula, A. and Pihlström, M. (2010), "Narratives and Metaphors in Service Development", Qualitative Market Research, Vol. 13, No. 4, pp. 354-371.

Gill, L., Helkkula, A., Cobellini, N., White, L. (2010), “How Do Customers and Pharmacists Experience Generic Substitution?  “The International Journal of Pharmaceutical and Health Care Marketing, Vol. 4, No. 4, pp. 375-395.

Helkkula, A. and Kelleher,C. (2010), Circularity of Customer Service Experience and Customer Perceived Value, Journal of Customer Behaviour, Vol. 9, No. 1, pp.37-53.

Kelleher, C. and Helkkula, A. (2010), "Virtually Speaking – Customer to Customer Communication in Online Customer Communities", Journal of Applied Management & Entrepreneurship, Vol. 15, No. 3, pp.4-17.

Peer reviewed book chapters

Helkkula, A. and Holopainen, M. (2012), “Service Innovation as an Experience: Differences between Employee and User Narratives” in Toivonen, M. and Sundby, J. (Eds), User-Based Innovations in Services, Edward Elgar Publishing.

Kelleher, C., Whalley, A. and Helkkula, A. (2011), “Collaborative Value Co-Creation in Crowd Sourced Online Communities – Acknowledging and Resolving Competing Commercial and Communal Tensions,” Research in Consumer Behavior, Edited by Russell W. Belk, Albert Muñiz, Hope Jensen Schau and Kent Grayson, Emerald Publishing, UK.

PhD

Helkkula, A. (2010), Service Experience in an Innovation Context, doctoral dissertation, Hanken School of Economics, Ekonomi och Samhälle, Helsinki, Finland.
https://helda.helsinki.fi/bitstream/handle/1022/63/213-978-952-232-090-2.pdf?sequence=3