Customers and Relations
Responsible faculty member:
Researchers focusing on the area:
Prof. Peter Björk
Prof. Emeritus Christian Grönroos
Prof. Maria Holmlund-Rytkönen
Prof. Veronica Liljander
Prof. Bård Tronvoll
Prof. Magnus Söderlund
Prof. Emeritus Christian Grönroos
Prof. Maria Holmlund-Rytkönen
Prof. Veronica Liljander
Prof. Bård Tronvoll
Prof. Magnus Söderlund
Prof. Tore Strandvik
Assoc. Prof. Pia Polsa
Assoc. Prof. Annika Ravald
Asst. Prof. Johanna Gummerus
Asst. Prof. Christian Kowalkowski
Post-doc. Karl-Jacob Mickelsson
Assoc. Prof. Pia Polsa
Assoc. Prof. Annika Ravald
Asst. Prof. Johanna Gummerus
Asst. Prof. Christian Kowalkowski
Post-doc. Karl-Jacob Mickelsson
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