• P.O. Box 479

    00101 Helsinki

    Finland

  • 1365 Citations
  • 16 h-Index
20002020

Research output per year

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Research Output

2020

Crafting Customer Insight: What We Can Learn from the Revival of the Vinyl Record

Schauman, S., Heinonen, K. & Holmlund, M., 05.2020, (Accepted/In press) In : Business Horizons.

Research output: Contribution to journalArticleScientificpeer-review

Frontline employees’ motivation to align with value propositions

Liewendahl, H. & Heinonen, K., 13.02.2020, In : Journal of Business & Industrial Marketing. 35, 3, p. 420-436 17 p.

Research output: Contribution to journalArticleScientificpeer-review

Reframing service innovation: COVID-19 as a catalyst for imposed service innovation

Heinonen, K. & Strandvik, T., 14.09.2020, In : Journal of Service Management.

Research output: Contribution to journalArticleScientificpeer-review

2019

Customer-dominant logic and the need for exploring app usage in different customer contexts

Lemmink, J., Franzelova, I., Sääksjärvi, M. & Heinonen, K., 07.03.2019, In : Journal of Indian Business Research. 11, 1, p. 50-59 10 p.

Research output: Contribution to journalArticleScientificpeer-review

1 Citation (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
16 Citations (Scopus)

Revealing business customers’ hidden value formation in service

Strandvik, T., Heinonen, K. & Vollmer, S., 2019, In : Journal of Business & Industrial Marketing. 34, 6, p. 1145-1159 15 p.

Research output: Contribution to journalArticleScientificpeer-review

Open Access
File

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)

Technology in use - characterizing customer self-service devices (SSDS)

Gummerus, J., Lipkin, M. M-L., Dube, A. & Heinonen, K., 11.02.2019, In : Journal of Services Marketing. 33, 1, p. 44-56 13 p.

Research output: Contribution to journalArticleScientificpeer-review

Open Access
File
4 Citations (Scopus)

The Impact of Friendship on Entrepreneurial Decision-Making: An Abstract

Eriksson, T., Pitt, C., Flostrand, A. & Heinonen, K., 2019, Finding New Ways to Engage and Satisfy Global Customers : Proceedings of the 2018 Academy of Marketing Science (AMS) World Marketing Congress (WMC). Rossi, P. & Krey, N. (eds.). Cham: Springer Nature Switzerland AG, p. 123-124 2 p. (The 21st AMS World Marketing Congress (WMC)).

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

2018

Brand Publicity and Consumer Sentiment in Online Reviews

Mickelsson, K-J., Van Haren, J., Wenmeckers, R., Lemmink, J. & Heinonen, K., 2018, 10th SERVSIG 2018 proceedings, 14-16 June, Paris, IÉSEG School of Management: Opportunities for Services in a Challenging World. p. 281-286 6 p.

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Open Access

Drivers, types and value outcomes of customer-to-customer interaction: An integrative review and research agenda

Heinonen, K., Jaakkola, E. & Neganova, I., 2018, In : Journal of Service Theory and Practice. 28, 6, p. 710-732 23 p.

Research output: Contribution to journalReview ArticleScientificpeer-review

Open Access
File
12 Citations (Scopus)

Netnography as a tool for understanding customers: implications for service research and practice

Heinonen, K. & Medberg, G., 18.09.2018, In : Journal of Services Marketing. 32, 6, p. 657-679 23 p.

Research output: Contribution to journalReview ArticleScientificpeer-review

Open Access
File
16 Citations (Scopus)

Service solutions in professional services – a study of law firms

Gnusowski, M., Heinonen, K. & Frösén, J., 2018, 10th SERVSIG 2018 proceedings, 14-16 June, Paris, IÉSEG School of Management: Opportunities for Services in a Challenging World. p. 147-153 7 p.

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Open Access

Special session: Understanding and Managing Value... When Customers Create It

Pitt, L., Treen, E., Heinonen, K., Mills, A., Plangger, K. & Hanna, R., 2018, 2018 46th Academy of Marketing Science annual conference (AMS), New Orleans, May 22-25, 2018.

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

2017

An Activity-Centered Perspective to Upframe Customer Experience and Foster Service Innovation

Teixeira, J., Patrício, L., Mickelsson, K-J., Heinonen, K. & Fisk, R. P., 2017, Proceedings of the QUIS15 International Research Symposium on Service Excellence in Management, June 12-15 2017, Porto, Portugal. p. 70-72 3 p.

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Characterizing the elements of ordinary in the customer experience

Lipkin, M. & Heinonen, K., 2017, Proceedings of the QUIS15 International Research Symposium on Service Excellence in Management, June 12-15 2017, Porto, Portugal.

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

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

64 Citations (Scopus)

Lessons learned from missed servitization opportunities

Gidhagen, M. & Heinonen, K., 2017, Service Dominant Logic, Network and Systems Theory and Service Science: Integrating three Perspectives for a New Service Agenda: Proceedings of the 2017 Naples Forum on Service . Gummesson, E., Mele, C. & Polese, F. (eds.). Tricase: Youcanprint Self-Publishing

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Measuring Engagement With Charitable Events In Social Media Brand And User Posts

Lemmink, J., Hensens, K., Lucas, B. & Heinonen, K., 2017, Service Dominant Logic, Network and Systems Theory and Service Science: Integrating three Perspectives for a New Service Agenda: Proceedings of the 2017 Naples Forum on Service. Gummesson, E., Mele, C. & Polese, F. (eds.). Tricase: Youcanprint Self-Publishing

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Positive and negative valence influencing consumer engagement

Heinonen, K., 2017, In : Journal of Service Theory and Practice. 28, 2, p. 147-169

Research output: Contribution to journalArticleScientificpeer-review

Open Access
File
17 Citations (Scopus)

Presence – A Complement to Service Interaction

Strandvik, T. & Heinonen, K., 2017, Proceedings of the International Research Symposium on Service Excellence in Management (QUIS), June 12-15 2017, Porto, Portugal.

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Reflections on customers’ primary role in markets

Heinonen, K. & Strandvik, T., 15.09.2017, In : European Management Journal. 36, 1, p. 1-11 11 p.

Research output: Contribution to journalArticleScientificpeer-review

Open Access
File
12 Citations (Scopus)

Revealing business customer’s hidden value formation: A customer-dominant logic perspective

Strandvik, T., Heinonen, K. & Vollmer, S., 2017, Proceedings of the 22nd CBIM 2017 Academic Workshop. Stockholm: Stockholm Business School

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

What can we learn from missed servitization opportunities?

Gidhagen, M. & Heinonen, K., 2017, Frontiers in Service Conference 2017, June 22-25, 2017, New York, NY: Abstract book. Aksoy, L. & Keiningham, T. (eds.). New York: Fordham University’s Gabelli School of Business

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

2016

Conceptualising Customer Value Formation – A Customer-Dominant Logic Perspective

Heinonen, K., 2016, Marketing in a Post-Disciplinary Era : ANZMAC 2016. University of Canterbury, p. 785 1 p.

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Open Access

Customer Value Formation in a Business-to-Business Setting

Strandvik, T., Heinonen, K. & Vollmer, S., 2016, Conference Proceedings SERVSIG Conference 2016 . Maastricht: Maastricht University, p. 31-32 2 p.

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Open Access

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

31 Citations (Scopus)

Exploring the Embedded Business Offering - the Case of Activity Trackers

Lipkin, M. M-L., Heinonen, K. & Strandvik, T., 2016, Conference Proceedings SERVSIG 2016 Maastricht. Maastricht: Service Science Factory, p. 519-523

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Open Access

Managers’ Reflections on the Dynamics of Markets

Strandvik, T., Holmlund, M. & Heinonen, K., 27.09.2016, Nordic Workshop on Relationship Dynamics. Tähtinen, J. (ed.). Noormarkku: Turku School of Economics , Vol. 9. 18 p.

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

2015

A customer dominant (CDL) perspective on customer relationships and relationship marketing

Strandvik, T. & Heinonen, K., 2015, Relationship Marketing: Back to the Roots and into the Future: Proceedings from the ICRM 2015. Gummerus, J. (ed.). Hanken School of Economics

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Balancing Customer-Dominance with Managerial Relevance: the role of place

Byrne, N. & Heinonen, K., 2015, Relationship Marketing: Back to the Roots and into the Future: Proceedings from the ICRM 2015. Gummerus, J. (ed.). Helsinki: Hanken School of Economics

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

CERS’ Contributions To The Nordic School of Service

Heinonen, K., 2015, The Nordic School: Service Marketing and Management for the Future. Gummerus, J. & von Koskull, C. (eds.). Helsinki: Hanken School of Economics, p. 7-26 20 p.

Research output: Chapter in Book/Report/Conference proceedingChapterScientificpeer-review

Open Access

Customer-dominant logic: foundations and implications

Heinonen, K. & Strandvik, T., 2015, In : Journal of Services Marketing. 29, 6/7, p. 472-484

Research output: Contribution to journalArticleScientificpeer-review

92 Citations (Scopus)

Essentials of Customer Dominant Logic

Strandvik, T. & Heinonen, K., 2015, The Nordic School : Service Marketing and Management for the Future. Gummerus, J. & von Koskull, C. (eds.). Helsinki: Hanken School of Economics, p. 111-128 18 p.

Research output: Chapter in Book/Report/Conference proceedingChapterScientificpeer-review

Open Access

Exploring change in customer experience: the case of sports-tracking mobile service

Lipkin, M. & Heinonen, K., 2015, The Nordic School : Service Marketing and Management for the Future. Johanna, G. & von Koskull, C. (eds.). Helsinki: Hanken School of Economics, p. 253-271 19 p.

Research output: Chapter in Book/Report/Conference proceedingChapterScientificpeer-review

Open Access

Exploring change in the customer experience

Lipkin, M. M-L. & Heinonen, K., 2015, Proceedings 23rd International Colloquium on Relationship Marketing (ICRM): Relationship Marketing: Back to the Roots and into the Future. Gummerus, J. (ed.). Hanken School of Economics

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Foundations and manifestations of customer-to-customer value creation

Heinonen, K., Jaakkola, E. & Neganova, I., 09.06.2015, Service dominant logic.: Network and systems theory and service science. Gummesson, E., Mele, C. & Polese, F. (eds.). Naples, p. 58-58 1 p.

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

File

Seeing beyond the visible customer- introducing a customer ecosystem perspective on service

Heinonen, K. & Strandvik, T., 12.08.2015, Business in Society. Copenhagen Business School, (Academy of Management Annual Meeting Proceedings).

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Open Access

The echoing of value - a conceptualization of value

Heinonen, K. & Tronvoll, B., 2015, Abstract Booklet 23rd International Colloquium on Relationship Marketing (ICRM): Relationship Marketing: Back to the Roots and into the Future. Gummerus, J. (ed.). Hanken School of Economics

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

The layers of value: a conceptualization of the phenomenological notion

Heinonen, K. & Tronvoll, B., 2015, Service dominant logic, Network and Systems Theory and Service Science: Integrating three Perspectives for a New Service Agenda. Gummesson, E., Mele, C. & Polese, F. (eds.). Naples: Universita' degli Studi di Napoli Federico II, p. 59-59 1 p.

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

The role of proximity in value preferences: a study of consumer co-operatives

Byrne, N., Heinonen, K. & Jussila, I., 2015, In : Annals of Public and Cooperative Economics. 86, 2, p. 339-361 23 p.

Research output: Contribution to journalArticleScientificpeer-review

11 Citations (Scopus)

Value co-creation: critical reflections

Grönroos, C., Strandvik, T. & Heinonen, K., 2015, The Nordic School : Service Marketing and Management for the Future. Gummerus, J. & von Koskull, C. (eds.). Helsinki: Hanken School of Economics, p. 69-81 13 p.

Research output: Chapter in Book/Report/Conference proceedingChapterScientificpeer-review

Open Access

When details are the embodiment of the essence in customer relationships

Strandvik, T. & Heinonen, K., 12.08.2015, Business in society.

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

“Futurizing” Smart Service: Implications for Service Researchers and Managers

Wunderlich, N., Heinonen, K., Ostrom, A., Patricio, L., Sousa, R., Voss, C. & Lemmink, J., 2015, In : Journal of Services Marketing. 29, 6/7, p. 442-447

Research output: Contribution to journalArticleScientificpeer-review

109 Citations (Scopus)
2014

A dynamics perspective on customer experiences

Lipkin, M. & Heinonen, K., 2014, The 8th Nordic Workshop on Relationship Dynamics (NoRD2014) proceedings.

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientific

File

Customer experience dynamics – exploring factors triggering change

Lipkin, M. & Heinonen, K., 2014, IRSSM5: the International Research Symposium in Service Management proceedings. University of Tartu

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Customer-To-Customer Value Creation: Theoretical Foundation And Research Implications

Heinonen, K. & Jaakkola, E., 06.2014, Services marketing and the new economic and social landscape. Tsiotsou, R. & Hajidimitriou, Y. (eds.). Thessaloniki: University of Macedonia

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Dynamic consumer experiences – exploring factors triggering change

Heinonen, K. & Lipkin, M., 2014, NCCR2014: the 3rd Nordic Conference on Consumer Research, May 21-22 2014, Vaasa Finland. University of Vaasa

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Individual and Collective Value Experiences: Characterising online community value

Heinonen, K., 06.2014, AMA International Service Research Conference. University of Macedonia

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

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)