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
Recent publications
In the research database you will find all research activity.
To the research database
2015
2015 '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 '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 '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 '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 '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 '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 'Return on relationships:' Journal of Business & Industrial Marketing, vol 27, no. 5, pp. 344-359.
2012 'Customer Engagement in a Facebook Brand Community' Management Research Review, vol 35, no. 9, pp. 857 - 877. https://doi.org/10.1108/01409171211256578
2012 '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