Browsing by Organization "Hanken School of Economics, CERS - Centre for Relationship Marketing and Service Management, Helsinki"

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Now showing items 1-11 of 11
  • Voima, Päivi; Heinonen, Kristina; Strandvik, Tore; Mickelsson, Karl-Jacob; Arantola-Hattab, Leena Johanna (2011)
    This paper conceptualises customer ecosystems, which are defined as systems of actors related to the customer that are relevant concerning a specific service. Moving from provider-driven dyads and service systems to customer ecosystems, the paper uncovers multiple implications for service marketers regarding the definition of the customer, configurations of value units, scope of value formation, as well as relevant actor systems. The paper extends the perspective on service and suggests implications for research and practice.
  • Kauppinen-Räisänen, Hannele; Gummerus, Johanna; von Koskull, Catharina; Finne, Åke; Helkkula, Anu; Kowalkowski, Christian; Rindell, Anne (Emerald Group Publishing, 2014)
  • Strandvik, Tore; Helkkula, Anu (Department of Business Studies. Uppsala University, 2013)
  • Strandvik, Tore; Heinonen, Kristina; Mickelsson, Karl-Jacob (2013)
    The emancipation of customers has raised an interest into how service providers can involve customers in their processes. In contrast, we argue that the key challenge for companies will become how they can get involved in customers’ processes and that represents an unexplored area open for academic research. Our paper is conceptual with empirical illustrations and builds on a Customer Dominant business Logic approach. It presents a model of how the customer’s logic is grounded in customers’ rather stable interest structure and perception of service providers and how this forms different styles of using service and interacting with service providers.
  • Edvardsson, Bo; Kowalkowski, Christian; Strandvik, Tore; Voima, Päivi (Emerald Group Publishing Ltd., 2014)
  • Dube, Apramey; Helkkula, Anu (Emerald Group Publishing Ltd., 2015)
  • Lindberg-Repo, Kirsti Helena; Dube, Apramey (2010)
  • Heinonen, Kristina; Helkkula, Anu; Holmlund, Maria (Emerald Group Publishing Ltd., 2013)
  • Mickelsson, Karl-Jacob (2011)
    The paper presents activities within consumer practices as context for service usage, and shows how consumers’ requirements for a service differ depending on their surrounding systems of practice. Practices are units of socially informed and meaning-laden behaviour that people carry out as a part of their daily life. Interviews with five wine consumers revealed five different contexts for the services of a wine store. Activities within the practice were divided into having cognitive, affective or informational purposes, and were arranged into an “activity tree”, where the position and function of the service could be observed.
  • Dube, Apramey; Helkkula, Anu; Strandvik, Tore (2014)
  • Lindberg-Repo, Kirsti Helena; Dube, Apramey (Brand Audit Group, 2014)
    TITANS OF SERVICE combines theory with practical insights, examples and references from experts. Bringing together 14 service experts, this book offers the most up-to-date knowledge from this field of academia in the U.S., Europe and Asia. In addition to offering theoretical insights, practical guidance and examples, this book also gives an overview of the current and future role of services. Titans of Service provides a framework for thinking about ways in which new knowledge on services is integrated with high profit and growth. This book is a guide for everyone interested in managing services profitably. It is based on substantial research with leading academic experts whom we call Titans, and provides a practical and insightful framework for business leaders, the educational community and students.