• P.O. Box 479

    00101 Helsinki

    Finland

  • 1305 Citations
  • 15 h-Index
20002020

Research output per year

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Personal profile

Research areas

CURRENT POSITION

Professor of Service and Relationship Marketing, Department of Marketing, Hanken School of Economics, Helsinki, Finland (01/2015-)
Director, CERS Centre for Relationship Marketing and Service Management, Hanken School of Economics, Helsinki, Finland (2010 – present)
Adjunct Professor (Docent) of Marketing, specifically customer-centric service marketing University of Tampere (December 2013)

 PREVIOUS ACADEMIC EXPERIENCE 

Hanken Foundation Assistant Professor (tenure track), Department of Marketing, Hanken School of Economics, Helsinki, Finland (2007-2014)
Assistant Professor, Department of Marketing, Swedish School of Economics and Business Administration, Helsinki, Finland (2005-2006)
Post Doctoral Researcher, LTT Research LTD, Helsinki School of Economics (2004)
Doctoral Candidate, Department of Marketing and Corporate Geography and FCSRM Finnish Centre for Service and Relationship Management graduate school, Swedish School of Economics and Business Administration, Helsinki, Finland (2001-2004)
Assistant Professor, Department of Marketing, Swedish School of Economics and Business Administration, Helsinki, Finland (2000)
Assistant, Department of Marketing, Swedish School of Economics and Business Administration, Helsinki, Finland (1999-2000)

Research areas: service management, customer relationships, digital disruption, business transformation, customer-dominant logic, marketing communication

Google scholar

LinkedIn

Academia.edu     

ResearchGate

 ORCID 0000-0002-3177-4776

 SCOPUS Author ID 14053778900

Twitter @KEH75

Education information

Doctor of Science (Economics and Business Administration), Business Economics, Hanken School of Economics, Finland, 2004

External positions

Fulbright fellow, University of Massachusetts

02.201806.2018

Adjunct professor, University of Tampere

12.2013 → …

Keywords

  • 512 Business and Management
  • marketing, service management and marketing, customer-dominant logic, service value, customer relationships, e-service and online marketing

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Research Output

Strategies for creating value through individual and collective customer experiences

Heinonen, K., Campbell, C. & Lord Ferguson, S., 2019, In : Business Horizons. 62, 1, p. 95-104 10 p.

Research output: Contribution to journalArticleScientificpeer-review

  • 6 Citations (Scopus)

    Future service technologies: is service research on track with business reality?

    Kunz, W., Heinonen, K. & Lemmink, J., 12.08.2019, In : Journal of Services Marketing. 33, 4, p. 479-487 9 p.

    Research output: Contribution to journalArticleScientificpeer-review

    Open Access
    File
  • 13 Citations (Scopus)

    Customer engagement in a Big Data world

    Kunz, W., Aksoy, L., Bart, Y., Heinonen, K., Kabadayi, S., Ordenes, F. V., Sigala, M., Diaz, D. & Theodoulidis, B., 2017, In : Journal of Services Marketing. 31, 2, p. 161-171 10 p.

    Research output: Contribution to journalArticleScientificpeer-review

  • 61 Citations (Scopus)

    Developing service research - paving the way to transdisciplinary research

    Gustafsson, A., Högström, C., Radnor, Z., Friman, M., Heinonen, K., Jaakkola, E. & Mele, C., 2016, In : Journal of Service Management. 27, 1, p. 9-20

    Research output: Contribution to journalArticleScientificpeer-review

    29 Citations (Scopus)

    Invisible value formation: a netnography in retail banking

    Medberg, G. & Heinonen, K., 2014, In : International Journal of Bank Marketing. 32, 6, p. 590-607 18 p.

    Research output: Contribution to journalArticleScientificpeer-review

    Open Access
    File
    18 Citations (Scopus)

    Prizes

    Emerald Literati Network Outstanding Paper Award 2019

    Kristina Heinonen (Recipient) & Gustav Medberg (Recipient), 11.06.2019

    Prize: Prizes and awards

  • Emerald Literati Network Highly Commended Award 2019

    Kristina Heinonen (Recipient), Elina Jaakkola (Recipient) & Irina Neganova (Recipient), 2019

    Prize: Prizes and awards

  • Hanken Teaching Award

    Kristina Heinonen (Recipient), 2017

    Prize: Prizes and awards

  • Activities

    Finnish union of university professors, local chapter (Hanken) (External organisation)

    Kristina Heinonen (Chair)
    01.01.201631.12.2016

    Activity: MembershipMembership in academic committee, council, board

    Journal of Service Management (Journal)

    Kristina Heinonen (Member of editorial board)
    2014 → …

    Activity: Publication peer-review and editorial workScientific journal

    Journal of Service Theory and Practice (Journal)

    Kristina Heinonen (Member of editorial board)
    2014 → …

    Activity: Publication peer-review and editorial workScientific journal

    Karlstad University (External organisation)

    Kristina Heinonen (Board member)
    01.01.202031.12.2022

    Activity: MembershipMembership in academic committee, council, board

    Journal of Service Theory and Practice (Journal)

    Kristina Heinonen (Associate Editor)
    01.01.202031.12.2020

    Activity: Publication peer-review and editorial workScientific journal

    Press / Media

    Expert statement in newspaper article

    Kristina Heinonen

    29.12.2015

    1 Media contribution

    Press/Media: Press / Media