Customers and Relations

This theme includes research on all kinds of customers' experiences of and responses to brands, product and service offerings, marketing communication, marketing activities as well as other conditions in the markets.

 

 

Responsible faculty member:

Prof. Kristina Heinonen

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Specific topics

  • Customer experiences in B2C and B2B
  • Customer value formation
  • Service/product quality, customer satisfaction
  • Customer involvement and engagement
  • Customer activities and practices
  • Customer network relationships
  • Relationship marketing, customer rel.man.
  • Value selling, solutions selling
  • Service interface, service encounters, servicescapes
  • Customers' social media use
  • Brand relationships and image

Focus industries studied in the area

  • Financial services and banking industry
  • Tourism and hospitality industry
2022, 'User-defined ecosystems in health and social care', Journal of Services Marketing, vol. 36, no. 9, pp. 41-56. https://doi.org/10.1108/JSM-03-2021-0090
2017, 'A4A relationships', Journal of Service Theory and Practice2015, vol. 27, no. 5, pp. 1040-1056. https://doi.org/10.1108/JSTP-05-2017-0085
2017, 'Customer engagement in a Big Data world', Journal of Services Marketing, vol. 31, no. 2, pp. 161-171. https://doi.org/10.1108/JSM-10-2016-0352
2017, 'Emosjoner i kundedrevet samskaping av tjenester', Magma: Econas tidsskrift for økonomi og ledelse, vol. 4, pp. 50-58.
2017, 'Emotions elicited by local food consumption, memories, place attachment and behavioural intentions', Anatolia : An International Journal of Tourism and Hospitality Research, vol. 28, no. 3, pp. 363-380. https://doi.org/10.1080/13032917.2017.1322111
2017, 'Network orchestration for value platform development', Industrial Marketing Management, vol. 67, no. November, pp. 106-121. https://doi.org/10.1016/j.indmarman.2017.08.002
2017, 'PSS business model conceptualization and application', Production Planning & Control, vol. 28, no. 15, pp. 1251-1263. https://doi.org/10.1080/09537287.2017.1363924
2017, 'Relationship marketing and service: an update', Journal of Global Scholars of Marketing Science : Bridging Asia and the World, vol. 27, no. 3, pp. 201-208 . https://doi.org/10.1080/21639159.2017.1318666
2017, 'Servitization and deservitization', Industrial Marketing Management, vol. 60, no. January, pp. 4-10. https://doi.org/10.1016/j.indmarman.2016.12.007
2016, 'Service growth in product firms', Industrial Marketing Management, vol. 60, no. January, pp. 82-88. https://doi.org/10.1016/j.indmarman.2016.10.015
2015, 'Customer-dominant logic: foundations and implications', Journal of Services Marketing, vol. 29, no. 6/7, pp. 472-484. https://doi.org/10.1108/JSM-02-2015-0096
2015, 'Managing relationship gaps: A practitioner perspective', Journal of Business Research, vol. 69, no. 7, pp. 2490-2497. https://doi.org/10.1016/j.jbusres.2016.02.018
2015, 'Service productivity as mutual learning', International Journal of Quality and Service Sciences, vol. 7, no. 2-3, pp. 296-311. https://doi.org/10.1108/IJQSS-03-2015-0035
2014, 'Am I worth it? Gifting myself with luxury', Journal of Fashion Marketing and Management, vol. 18, no. 2, pp. 112-132. https://doi.org/10.1108/JFMM-04-2013-0062
2014, 'Customer experience from a self-service system perspective', Journal of Service Management, vol. 25, no. 5, pp. 677-698. https://doi.org/10.1108/JOSM-01-2013-0016
2014, 'Invisible value formation: a netnography in retail banking', International Journal of Bank Marketing, vol. 32, no. 6, pp. 590-607. https://doi.org/10.1108/IJBM-03-2014-0041
2014, 'Negative critical waves in business relationships', Journal of Business & Industrial Marketing, vol. 29, no. 4, pp. 284-294. https://doi.org/10.1108/JBIM-08-2013-0159
2014, 'Preferential treatment in the service encounter', Journal of Service Management, vol. 25, no. 4, pp. 512-530. https://doi.org/10.1108/JOSM-02-2014-0048
2013, 'Critical service logic: making sense of value creation and co-creation', Journal of the Academy of Marketing Science, vol. 41, no. 2, pp. 133-150. https://doi.org/10.1007/s11747-012-0308-3
2013, 'Crystallization and research in Asia', Qualitative Market Research: An International Journal, vol. 16, no. 1, pp. 76-93. https://doi.org/10.1108/13522751311289776
2013, 'Cultural values and health care service quality in China', International Journal of Health Care Quality Assurance, vol. 26, no. 1, pp. 55-73. https://doi.org/10.1108/09526861311288640
2013, 'Customer Activity in Service', Journal of Service Management, vol. 24, no. 5, pp. 534-552. https://doi.org/10.1108/JOSM-04-2013-0095
2013, 'Development and implementation of customer solutions', Industrial Marketing Management, vol. 42, no. 7, pp. 1083-1092. https://doi.org/10.1016/j.indmarman.2013.07.026
2013, 'Generative mechanisms in project marketing – an agenda for inquiry', Journal of Global Scholars of Marketing Science : Bridging Asia and the World, vol. 23, no. 2, pp. 196-212. https://doi.org/10.1080/21639159.2013.769330
2013, 'Sales activity systematization and performance', Journal of Business & Industrial Marketing, vol. 28, no. 6, pp. 494-505. https://doi.org/10.1108/JBIM-04-2013-0101
2013, 'The Crossover-Dialogue Approach :', Journal of Business Research, vol. 66, no. 3, pp. 288-297. https://doi.org/10.1016/j.jbusres.2011.08.008
2012, 'Customer Engagement in a Facebook Brand Community', Management Research Review2010, vol. 35, no. 9, pp. 857 - 877. https://doi.org/10.1108/01409171211256578
2012, 'Customer Needing: A Challenge for the Seller Offering', Journal of Business & Industrial Marketing, vol. 27, no. 2, pp. 132-141. https://doi.org/10.1108/08858621211196994
2012, 'My Customers Are in My Blind Spot', Journal of Service Research, vol. 15, no. 2, pp. 150-165. https://doi.org/10.1177/1094670511435540
2012, 'Return on relationships:', Journal of Business & Industrial Marketing, vol. 27, no. 5, pp. 344-359.
2011, 'Comparing the perceived quality of private and public health services in Nigeria', Journal of Management Policy and Practice, vol. 12, no. 7, pp. 18-26.
2005, 'Exploring and Managing Negative Incidents in Business Relationships', Journal of Customer Behavior, vol. 4, no. 2, pp. 227-250.
2005, 'Stress in Business Relationships', Journal of Business & Industrial Marketing, vol. 20, no. 1, pp. 12-22. https://doi.org/10.1108/08858620510576757
2001, 'The D&D Model', The Service Industries Journal, vol. 21, no. 3, pp. 13-36.