On this page, there are presented the latest journal articles, authored or co-authored by researchers at CERS.

Skålén, P., & Gummerus, J. (2022). 'Conceptualizing Services and Service Innovation: A Practice Theory Study of the Swedish Music Market'Journal of Service Research.

Helkkula, A., Arnould, E., & Chen, A. (2022). 'Glocalization in Service Cultures: Tensions in Customers’ Service Expectations and Experiences'Journal of Service Research.

Ciuchita, R., Medberg, G., Penttinen, V., Lutz, C., & Heinonen, K. (2022). 'Affordances Advancing User-Created Communication (UCC) in Service: Interactivity, Visibility, and Anonymity'Journal of Service Management.

Lipkin, M., & Heinonen, K. (2022). 'Customer ecosystems: exploring how ecosystem actors shape customer experience'. Journal of Services Marketing

Tóth, Z., Sklyar, A., Kowalkowski, C., Sörhammar, D., Tronvoll, B., & Wirths, O. (2022). 'Tensions in digital servitization through a paradox lens'Industrial Marketing Management,

Virtanen, H., & Kock, S. (2022). 'Striking the right balance in tension management: The case of coopetition in small- and medium-sized firms'Journal of Business & Industrial Marketing,

Ciuchita, R., Heller, J., Köcher, S., Köcher, S., Leclercq, T., Sidaoui, K., & Stead, S. (2022). 'It is Really Not a Game: An Integrative Review of Gamification for Service Research'Journal of Service Research.

Frösén, J., & Stewart, D. W. (2022). 'Marketing through the eyes of senior management: Insights from Fortune 500 reporting'Journal of Marketing Theory and Practice.

Brax, S. A., Calabrese, A., Levialdi Ghiron, N., Tiburzi, L., & Grönroos, C. (2021). 'Explaining the servitization paradox: a configurational theory and a performance measurement framework'International Journal of Operations and Production Management,

Movarrei, R., Rezaee Vessal, S., Rezaee Vessal, S., & Aspara, J. (2021). 'The effect of type of company doing home delivery during a pandemic on consumers’ quality perceptions and behavior'International Journal of Physical Distribution & Logistics Management

Sthapit, E., Björk, P., Coudounaris, D. N., & Stone, M. J. (2021). A new conceptual framework for memorable Airbnb experiences: guests´perspectiveInternational Journal of Culture, Tourism and Hospitality Research.

Sarasvuo, S. (2021). 'Are we one, or are we many? Diversity in organizational identities versus corporate identities'Journal of Product and Brand Management

Gummerus, J., Mickelsson, J., Trischler, J., Härkönen, T., & Grönroos, C. (2021). 'ActS - Service Design Based on Human Activity Sets'. Journal of Service Management,

Rindell, A., & Pinto Santos, F. (2021). 'What makes a corporate heritage brand authentic for consumers? A semiotic approach'Journal of Brand Management,

Gummerus, J., O'Loughlin, D., Kelleher, C., & Peñaloza, L. (2021). 'Shifting sands: Actor role and identity reconfigurations in service systems'Journal of Business Research,

Schauman, S., Heinonen, K., & Holmlund, M. (2021). 'Crafting customer insight: What we can learn from the revival of the vinyl record'Business Horizons

Sarasvuo, S., Rindell, A., & Kovalchuk, M. (2021). 'Toward a conceptual understanding of co-creation in branding'Journal of Business Research,

Sthapit, E., Björk, P., & Piramanayagam, S. (2021). 'Motivational, emotional and memorable dimensions of non-Muslim tourists' halal food experiences'Journal of Islamic Marketing.

Kienzler, M., Kowalkowski, C., & Kindström, D. (2021). 'Purchasing professionals and the flat-rate bias: Effects of price premiums, past usage, and relational ties on price plan choice'Journal of Business Research,

Wittkowski, K., Klein, J. F., Falk, T., Schepers, J. J. L., Aspara, J. & Bergner (2020). 'What gets measured gets done: Can self-tracking technologies enhance advice compliance?', Marketing Theory,

Sthapit, E., Björk, P., & Jiménez Barreto, J. (2020). 'Negative memorable experience: North American and British Airbnb guests’ perspectives' Tourism Review.

Helkkula, A., Buoye, A. J., Choi, H., Lee, M. K., Liu, S. Q., & Keiningham, T. L. (2020). 'Parents' burdens of service for children with ASD – implications for service providers'Journal of Service Management,

Sthapit, E., Björk, P., Jiménez-Barreto, J., & Stone, M. J. (2020). 'Spillover effect, positive emotions and savouring processes: US and British Airbnb guests' perspective'Anatolia : An International Journal of Tourism and Hospitality Research

Heinonen, K., & Strandvik, T. (2020). 'Reframing service innovation: COVID-19 as a catalyst for imposed service innovation'Journal of Service Management,

Rahman, A., Björk, P., & Ravald, A. (2020). 'Exploring the effects of service provider’s organizational support and empowerment on employee engagement and well-being'. Cogent Business & Management,

Holmlund, M., Van Vaerenbergh, Y., Ciuchita, R., Ravald, A., Sarantopoulos, P., Villarroel Ordenes, F., & Zaki, M. (2020). 'Customer experience management in the age of big data analytics: A strategic framework'. Journal of Business Research,

Rapaccini, M., Saccani, N., Kowalkowski, C., Paiola, M., & Adrodegari, F. (2020).'Navigating disruptive crises through service-led growth: The impact of COVID-19 on Italian manufacturing firms'Industrial Marketing Management,

Virtanen, H., & Norrgrann, A. (2020). 'How Can Interactivity Be Facilitated in a Massive Open Online Course? Lessons from the “Principles of Service Management” Course'Nordic Journal of Business

Medberg, G., & Grönroos, C. (2020). 'Value-in-use and service quality: do customers see a difference?' Journal of Service Theory and Practice

Tikkanen, H. O. (2020). 'Characterizing well-being capabilities in services' Journal of Services Marketing,

Klein, J. F., Zhang, Y., Falk, T., Aspara, J., & Luo, X. (2020). 'Customer journey analyses in digital media: exploring the impact of cross-media exposure on customers’ purchase decisions'Journal of Service Management

Penttilä, K. R., Ravald, A., Dahl, J., & Björk, P. (2020). 'Managerial sensemaking in a transforming business ecosystem: Conditioning forces, moderating frames, and strategizing options'Industrial Marketing Management,

Grönroos, C. (2020). 'Viewpoint: service marketing research priorities'Journal of Services Marketing

Annala, L., Polsa, P., & Kovacs, G. (2019). Changing institutional logics and implications for supply chains: Ethiopian rural water supply. Supply Chain Management: An International Journal

Sklyar, A., Kowalkowski, C., Tronvoll, B., & Sörhammar, D. (2019). Organizing for digital servitization: A service ecosystem perspectiveJournal of Business Research

Teeroovengadum, V., Nunkoo, R., Grönroos, C., Kamalanabhan, T. J., & Keshwar Seebaluck, A. (2019). Higher education service quality, student satisfaction and loyalty: Validating the HESQUAL scale and testing an improved structural model. Quality Assurance in Education 

Aspara, J., & Wittkowski, K. (2019). Sharing-Dominant Logic? Quantifying the Association between Consumer Intelligence and Choice of Social Access Modes. Journal of Consumer Research

Kelleher, C., O'Loughlin, D., Gummerus, J., & Peñaloza, L. (2019). Shifting Arrays of a Kaleidoscope: The Orchestration of Relational Value Cocreation in Service Systems. Journal of Service Research

Kallio, M., Halme, M., & Aspara, J. (2019). Consumer price effects: Loss aversion in value vs. in demand. Journal of the Operational Research Society.

Heinonen, K., Campbell, C., & Lord Ferguson, S. (2019). Strategies for creating value through individual and collective customer experiencesBusiness Horizons.


Sthapit, E., Coudounaris, D. N., & Björk, P. (2019). Extending the memorable tourism experience construct: an investigation of memories of local food experiencesScandinavian Journal of Hospitality and Tourism.

Sthapit, E., & Björk, P. (2019). Sources of distrust: Airbnb guests' perspectivesTourism Management Perspectives.

Ciuchita, R., Mahr, D., & Odekerken-Schröder, G. (2019). “Deal with it”: How coping with e-service innovation affects the customer experienceJournal of Business Research.

Kauppinen-Räisänen, H., Gummerus, J., von Koskull, C., & Christini, H. (2019). The new wave of luxury: The meaning and value of luxury to the contemporary consumer. Qualitative Market Research: An International Journal.

Gummerus, J., Lipkin, M. M-L., Dube, A., & Heinonen, K. (2019). Technology in use - characterizing customer self-service devices (SSDS)Journal of Services Marketing.

Aspara, J. (2019). Hallituksilla vahva ote markkina- ja asiakasjohtamisen strategiastaBoardView2019(2), 34-36. 

Davey, J., & Grönroos, C. (2019). Health service literacy: complementary actor roles for transformative value co-creationJournal of Services Marketing.

Kunz, W., Heinonen, K., & Lemmink, J. (2019). Future service technologies: is service research on track with business reality? Journal of Services Marketing.

Wies, S., Hoffmann, A. O. I., Aspara, J., & Pennings, J. M. E. (2019). Can Advertising Investments Counter the Negative Impact of Shareholder Complaints on Firm Value? Journal of Marketing.

Strandvik, T., Heinonen, K., & Vollmer, S. (2019). Revealing business customers’ hidden value formation in service. Journal of Business & Industrial Marketing.

Liang, X., & Frösén, J. (2019). Examining the link between marketing controls and firm performance: The mediating effect of market-focused learning capabilityJournal of Business Research.