Veronica Liljander

Hanken School of Economics

Office Hour

By appointment.

Education:

M.Sc. (Econ.) Hanken 1987
Ph.D. Hanken 1995.

Position/ Positions of trust:

Professor of Marketing, Hanken, Helsinki, 2006.
Professor of Service Marketing, Hanken, Vaasa Campus, 2005.
Programme Director of Hanken, 1.9.2013-31.12.2016
Vice Rector 2007-2009
Head of the Department of Marketing 2002-2009.
Director of KATAJA, the Finnish Doctoral Programme in Business Studies, 2012-
Programme Director of the Master's Degree Programme in Marketing 2002-2013
Member of the Hanken board 2007-2012

Visits abroad:

2000-2001, one year visiting scholar at Maastricht University, The Netherlands.
2004, two months visiting professor at Roskilde University, Denmark.
2008, two weeks, visiting professor at University of Liège, Belgium.
2012, one week, visiting professor at University of Gothenburg, Sweden.
2013, one week, visiting professor at Stockholm School of Economics, Sweden

Editorial Board Memberships:

European Business Review
European Journal of Marketing
International Journal of Internet Marketing and Advertising
International Journal of Retailing and Consumer Services
Journal of Service Management
Journal of Service Research

External evaluator, for example:

Associate Professorship at Copenhagen Business School, Denmark
Professorship in Business Economics, Högskolan i Trollhättan, Uddevalla, Sweden
Lecturer and Professorship in Service Management, Lund University,Sweden
Professorship in Marketing, especially welfare services, Turku University, Finland
Professorship in Marketing, especially consumer behaviour and electronic market communication, Jyväskylä University, Finland
External evaluator of doctoral theses at Southern Cross University, University of New South Wales (Australia), University of Alicante (Spain), University of Karlstad (Sweden)

Teaching

Current year: Ph.D. supervision, Master's thesis supervision, Managing the Research Process, Experiments in Marketing.

On the Global Academic Panel of the Google Online Marketing Challenge Competition
(http://www.google.com/onlinechallenge/panel.html).

Research Interest

Service marketing, e-services, social media, consumer behaviour.

Selected publications

Gummerus, Johanna, Veronica Liljander and Catharina von Koskull: The Role of E-Health Information in the Empowerment of Customers. In Jay Kandampully (Ed.): Service Management: Health and Wellness Services, Kendall Hunt Publishing Company, USA.Forthcoming.

Liljander, Veronica and Johanna Gummerus: Do you want to enhance customer experience? Tell a story! Section of Chapter 16 In Serving Customers: Global Services Marketing Perspectives, Raymond P. Fisk, Rebekah Russell-Bennett, & Lloyd C. Harris (Eds.), Tilde University Press, Australia. Forthcoming.

Liljander, Veronica, Johanna Gummerus, Minna Pihlström and Hanna Kiehelä (2013) Mobile services as resources for consumer integration of value in a multi-channel environment. In: In Lee (Ed.), Strategy, Adoption and Competitive Advantage of Mobile Services in the Global Economy, IGI Global, p. 259-282.

Lundqvist, Anna, Veronica Liljander, Johanna Gummerus and Allard C.R. van Riel (2012), The impact of storytelling on the consumer brand experience: the case of a firm-originated story. Forthcoming in the Brand Management Journal.

Gummerus, Johanna, Veronica Liljander, Minna Pihlström and Emil Weman (2012), Customer engagement in a Facebook brand community. Forthcoming in Management Research Review, Vol. 35, No 9, 857-877.

Liljander, Veronica and Johanna Gummerus: Do you want to enhance customer experience? Tell a story! (forthcoming). In Fisk, Raymond P., Russell-Bennett, Rebekah & Harris, Lloyd C (Eds.): Serving Customers: Global Services Marketing Perspectives. Tilde University Press, Australia. To be published in 2013.

Liljander, Veronica, Johanna Gummerus, Minna Pihlström and Hanna Kiehelä (2012), Mobile services as resources for consumer integration of value in a multi-channel environment. In: In Lee (Ed.), Strategy, Adoption and Competitive Advantage of Mobile Services in the Global Economy, IGI Global. Fortcoming.

Sepp, Marianne, Veronica Liljander and Johanna Gummerus (2011), Private bloggers' motivations to produce content: A gratifications theory perspective. Journal of Marketing Management, Vol. 27, No. 13-14, 1490-1503

Liljander, Veronica, Allard van Riel, Janjaap Semeijn and Pia Polsa (2011). EU deregulation and dealer-supplier relations in automotive distribution. Journal of Business and Industrial Marketing, Vol. 26, No 2, 115-131.

Liljander, Veronica, Pia Polsa and Allard C.R. van Riel (2009), Modelling Consumer Responses to an Apparel Brand: Store Image as a Risk Reducer. Journal of Retailing and Consumer Services,Vol. 16, No 4, 281-290.

Liljander, Veronica, Pia Polsa and Kim Forsberg (2007), Do Mobile CRM Services Appeal to Loyalty Program Customers? International Journal of E-Business Research, Vol 3, No 2, 24-40.

Leverin, Andreas and Veronica Liljander (2006), Does relationship marketing improve customer relationship satisfaction and loyalty? International Journal of Bank Marketing, Vol. 24, No 4, 232-251.

Liljander Veronica, Filippa Gillberg, Johanna Gummerus and Allard van Riel (2006), Technology readiness and the evaluation and adoption of self-service technologies. Journal of Retailing and Consumer Services, Vol. 13, No 3, 177-191.