• 36 Citations
  • 3 h-Index
20132020

Research output per year

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Research Output

2020

Exploring Customer Experiences with Smart Self-service: A Customer Ecosystem Approach

Lipkin, M., 2020, Helsinki: Hanken School of Economics. 182 p.

Research output: ThesisDoctoral ThesisCollection of Articles

Open Access
2019

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)
2017

A consumer perspective on news as a transformative service

Strandvik, T., Mickelsson, K-J. & Lipkin, M., 2017, Proceedings of the QUIS15 International Research Symposium on Service Excellence in Management, June 12-15 2017, Porto, Portugal. p. 21 25 p.

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

Active News Consumers and the News Service in Transition

Mickelsson, K-J., Lipkin, D., Strandvik, T. & Lipkin, M. M-L., 2017, Helsinki: Hanken School of Economics. 59 p.

Research output: Book/ReportCommissioned reportProfessional

Open Access

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

2016

Customer experience formation in today's service landscape

Lipkin, M. M-L., 2016, In : Journal of Service Management. 27, 5, p. 678-703

Research output: Contribution to journalReview ArticleScientificpeer-review

16 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
2015

Characterizing customer-owned self-service devices (SSDs)

Gummerus, J. & Lipkin, M. M-L., 2015, QUIS14: Proceedings of the 14th International Research Symposium on Service Excellence in Management. China Europe International Business School, p. 742 751 p.

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

Customer Activity: A Research Agenda

Mickelsson, K-J. & Lipkin, M., 2015, The Nordic School: Service Marketing and Management for the Future. Gummerus, J. & von Koskull, C. (eds.). Helsinki: Hanken School of Economics, p. 219-233 15 p.

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

Open Access

Everything's intertwined! - Exploring core-, related and (seemingly) non-related customer experiences

Lipkin, M. M-L. & Konu, H., 2015, QUIS14: Proceedings of The 14th International Research Symposium on Service Excellence in Management. China Europe International Business School, Vol. 2015. p. 307 316 p.

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

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

Shopping day: A study with the PhotoActive smartphone application

Lipkin, M. M-L., Mickelsson, K-J., Strandvik, T. & Söderlund, M., 2015, The Proceedings of the 23rd Nordic Academy of Management Conference NFF 2015 : Business in Society. Copenhagen Business School

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

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

A study on consumer choice of green, reusable packaging option in e-tailing

Gummerus, J. & Lipkin, M., 2014, ICRM: The 21st International Colloquium on Relationship Marketing, September 8-10, Newcastle UK. Newcastle University

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

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-owned self-service devices (SSDs) – What are they and how do customers use them?

Gummerus, J. & Lipkin, M., 2014, IRSSM5: the International Research Symposium in Service Management. University of Tartu

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

Different perspectives on customer experience creation – A critical review

Lipkin, M., 2014, IRSSM5: the International Research Symposium in Service Management proceedings: June 8-12, Pärnu Estonia. University of Tartu

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

Preferential treatment in the service encounter

Söderlund, M., Liljander, V., Gummerus, J., Hellman, P. M., Lipkin, M., Oikarinen, E-L., Sepp, M. & Töndevold, K., 08.2014, In : Journal of Service Management. 25, 4, p. 512-530 19 p.

Research output: Contribution to journalArticleScientificpeer-review

16 Citations (Scopus)
2013

Giving the customer the little extra: A call for caution

Söderlund, M., Liljander, V., Gummerus, J., Hellman, P. M., Lipkin, M. M-L., Oikarinen, E-L., Sepp, M. & Töndevold, K., 10.06.2013, QUIS 13: Service Excellence in Management: Proceedings of the QUIS 13 International Research Symposium on Service Excellence in Management, June 10-13 2013 Karlstad Sweden . Wästlund, E., Edvardsson, B., Gustafsson, A., Bitner, M. J. & Verma, R. (eds.). Karlstad: CTF - Service Research Center, Karlstad University, p. 213-221

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

Service innovation networks- external actors and innovation contributions

Sepp, M. & Lipkin, M. M-L., 10.06.2013, QUIS 13: Service Excellence in Management: Proceedings of the QUIS 13 International Research Symposium on Service Excellence in Management, June 10-13 2013 Karlstad Sweden, pp. 483-491.

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