Customers and Relations

 

Responsible faculty member:

Researchers focusing on the area:

Prof. Tore Strandvik
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

Recent publications

In the research database you will find all research activity.
To the research database

2015

2015 Paul Viio, Christian Grönroos 'How buyer-seller relationship orientation affects adaptation of sales processes to the buying process' Industrial Marketing Management, vol 52, pp. 37-46. https://doi.org/10.1016/j.indmarman.2015.07.013

2014

2014 Bo Edvardsson, Christian Kowalkowski, Tore Strandvik, Päivi Voima '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 Hannele Kauppinen-Räisänen, Johanna Gummerus, Catharina von Koskull, Åke Finne, Anu Helkkula, Christian Kowalkowski, Anne Rindell '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 Paul Henry Viio, Christian Grönroos 'Value-based sales process adaptation in business relationships' Industrial Marketing Management, vol 43, no. 6, pp. 1085-1095. https://doi.org/10.1016/j.indmarman.2014.05.022
2014 Hannele Kauppinen-Räisänen, Anne Rindell, Charlotta Åberg 'Conveying conscientiousness: Exploring environmental images across servicescapes' Journal of Retailing and Consumer Services, vol 21, no. 4, pp. 520-528. https://doi.org/10.1016/j.jretconser.2014.04.001

2013

2013 Christian Grönroos, Päivi Voima '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

2012

2012 Christian Grönroos, Pekka Helle 'Return on relationships:' Journal of Business & Industrial Marketing, vol 27, no. 5, pp. 344-359.
2012 Johanna Gummerus, Veronica Liljander, Emil Weman, Minna Hannele Pihlström 'Customer Engagement in a Facebook Brand Community' Management Research Review, vol 35, no. 9, pp. 857 - 877. https://doi.org/10.1108/01409171211256578
2012 Christian Grönroos 'Conceptualising value co-creation: A journey to the 1970s and back to the future' Journal of Marketing Management, vol 28, no. 13-14, pp. 1520-1534. https://doi.org/10.1080/0267257X.2012.737357

To the research database