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