CERS - Centre for Relationship Marketing and Service Management
Services, customers, value
CERS is one of the world's leading centres for service research. The centre was created to deepen and disseminate research on services, customer relationships and value creation. Being the forum for collaboration between researchers, business and the third sector was and remains to be the centres intention.
Through long-term and purposeful collaboration with academic stakeholders and businesses the centres goal of creating new theoretical and practical business knowledge is achieved. Through the development of society as well as technology has led to the centre and its research themes has grown in significance.
Research at the forefront
Constantly being in the forefront of service research and take initiative for new perspectives is our ambition and in our research culture. The focus of the research is currently on:
the impact of digitalization on service operations, communication and innovation, the logics of business leaders and customers, value creation in today's business environments as well as on new perspectives on brands.
Current projects that can be mentioned are:
Food innovation, which in collaboration with companies and organizations in the food sector develops new customer-centred business models and service strategies.
Destination Kvarken, which develops new, cross-border concepts in tourism and establishes new marketing concepts to attract tourists to the Kvarken area.
Service Pulse, which in collaboration with companies measures the staff's motivation to keep the company's promises.
Read more about the research projects here.
High-quality articles, well-visited blog
The centre’s activities are characterized by internationally influential research results and concrete research collaboration with companies in the form of research projects, workshops and seminars.
You can find articles and doctoral dissertations here.
The centre runs an active and colourful blog about research and the researcher's everyday life as an inspiration for new thinking.
You can read the blog here.
Innovative methods, commissioned research
CERS has developed new teaching methods, often in collaboration with companies, and offered opportunities for commissioned research.
Read more about our research here.
The pioneering Nordic school
The Nordic school established as a conscious brand in the early 1980s when services gained an increasingly important place within the international marketing research.
This is how one of the founders, Christian Grönroos, described the spirit of the school:
"Never limit yourself by prevailing theories, frames of references, models or concepts, or by the dominant scientific approaches and methods".
Read more about The Nordic School in CERS '20th anniversary book here.
Acknowledge companies and researchers
Over the years, CERS has acknowledged companies and researchers who have made pioneering efforts in services and customer relations. Thus, gaining visibility for CERS, creating networks nationally and internationally.
An example is The Grönroos Service Research Award. The award is presented annually to an internationally recognized researcher who has made themselves known for being an innovator within service research.
Increased financing, strengthened image
CERS 'research has attracted significant external funding and has thus benefited Hanken's entire operations. Considering the centres internationally recognized position has contributed to strengthening Hanken's positive image and brand.
You’ll find our contacts here.
You can find our researchers here.
CERS, the Centre for Relationship Marketing and Service Management at Hanken School of Economics, is one of the leading institutions for research within services and a founding member of the Nordic School of thought within Marketing.