Christian Grönroos

Ekon. dr, företagsekonomi, Hanken Svenska handelshögskolan, Finland, 1979

 Christian Grönroos

Publications

 

This list of publication is organised in the following way:

 

Section I: Publications in English

            Books and monographs

            Scholarly articles

            Conference publications, working papers and book chapters

Section II: Publications in other languages (each language separately)

            Books and monographs

            Articles (scholarly and others), book chapters, working papers and other

research reports

 

Section I: Publications in English

 

Books and monographs(books in other languages further down in the list):

 

Grönroos, Christian: Service Management and Marketing. Managing the Service Profit Logic. 4^th edition, Chichester, UK: John Wiley & Sons, 2015

 

Legends in Marketing: Christian Grönroos. Eight volumes including 198 of Grönroos’s scientific publication with external commentaries. SAGE, 2013

 

Grönroos, Christian: Service Management and Marketing. Customer Management in Service Competition. Chichester, UK: John Wiley & Co, 2007

 

Grönroos, Christian: In Search of a New Logic for Marketing. Foundations of Contemporary Theory. Chichester, UK: John Wiley & Sons, 2007

 

Grönroos, Christian: Service Management and Marketing. A Customer Relationship Management Approach. Chichester, UK: John Wiley & Co, 2000

 

Grönroos, Christian: Service Management and Marketing: Managing the Moments of Truth in Service Competition. Lexington, Mass.: Lexington Books, 1990

 

Service Marketing - Nordic School Perspectives (editor by Evert Gummesson and Christian Grönroos). Series R:2, University of Stockholm, Sweden, 1985

 

Grönroos, Christian: Strategic Management and Marketing in the Service Sector. Research Reports No. 8. Helsingfors, Finland: Swedish School of Economics Finland, 1982 (also published in the US by Marketing Science Institute, Cambridge, Mass. as Report No. 83-104, 1983 and in the UK by Studentlitteratur/Chartwell-Bratt, Bromley, 1984)

 

 

 

Scholarly articles (articles in other language further down in the list):

 

Forthcoming articles:

 

Grönroos, Christian: Reforming public management: has service logic anything to offer?. Public Management Review, forthcoming 2019.

 

 

Published articles:

 

Subramony, Mahesh, Holcombe Ehrhart, Karen, Groth, Marcus, Holtom, Brooks C., van Jaarsveld, Danielle D., Yagil, Dana, Darabi, Tiffany, Walker, D., Bowen, David E., Fisk, Raymond P., Grönroos, Christian and Wirtz, Jochen: Accelerating employee-relate scholarship in service management: research streams, propositions, and commentaries. Journal of Service Management, Vol. 28, No. 5, 2017, pp. 837-865.

DOI 10.1108/JOSM-02-2017-0055

 

Grönroos, Christian: I did it my way. Journal of Historical Research in Marketing, Vol. 9, No. 3, 2017, pp. 277-301.

DOI 10.1108/JHRM-12-2016-0028

Grönroos, Christian: Relationship marketing and service: An update. Journal of Global Scholars of Marketing Study, Vol. 27, No. 3, 2017, pp. 201-208.

https://doi.org/10.1080/21639159.2017.1318666

Grönroos, Christian: On value and value creation: A management perspective. Journal of Creating Value, Vol. 3, No. 2, 2017, pp. 1-17.

DOI 10.1177/2394964317727196

Leroi-Weldens, Sara, Streukens, Sandra, Van Vaerenbergh, Yves, and Grönroos, Christian: Does communicating the customer’s resource integrating role improve or diminish value proposition effectiveness?. Journal of Service Management, Vol. 28, No. 4, 2017, pp. 618-639.

https://doi.org/10.1108/JOSM-11-2015-0366

 

Grönroos, Christian: Relationship marketing readiness: theoretical background and measurement directions. Journal of Services Marketing, Vol. 31, No. 3, 2017, pp. 218-225.

DOI 10.1108/JSM-02-2017-0056

 

Finne, Åke and Grönroos, Christian: Communication-in-use: Customer-integrated marketing communication. European Journal of Marketing, Vol. 51, No. 3, 2017, pp. 445-463.

DOI 10.1108/EJM-08-2015-0553

 

Holmqvist, Jonas, Van Vaerenbergh, Yves and Grönroos, Christian: Language use in services: Recent advances and directions for further research. Journal of Business Research, Vol. 72, 2017, pp. 114-118.

http://dx.doi.org/10.1016/j.busres.2016.10.005

 

Grönroos, Christian: Internationalization strategies for services: a retrospective. Journal of Services Marketing, Vol. 30, No. 2, 2016, pp. 129-132

http://dx.doi.org/10.1108/JSM-11-2015-0354

 

Viio, Paul and Grönroos, Christian: How buyer-seller relationship orientation affects adaptation of sales processes to the buying process. Industrial Marketing Management, Vol. 52, No. 1, 2016, pp. 37-46

http://dx.doi.org/10.1016/j.indmarman.2015.07.013

 

FitzPatrick, Mary, Varey, Richard, Grönroos, Christian and Davey, Janet: Relationality in the service logic of value creation. Journal of Services Marketing, Vol. 29, Nos. 6/7, 2015, pp. 463-471

http://dx.doi.org/10.1108/JSM-01-2015-0038

 

Holmqvist Jonas, Guest, Duncan and Grönroos, Christian: The role of psychological distance in value creation. Management Decision. Vol. 53, No. 7, 2015, pp. 1430-1451

http://dx.doi.org/10.1108/MD-06-2014-0335

 

Grönroos, Christian and Ojasalo, Katri: Service productivity as mutual learning. International Journal of Quality and Service Sciences, Vol. 7, Nos. 2-3, 2015, pp.  296-311

http://dx.doi.org/10.1108/IJQSS-03-2015-0035

 

Kauppinen-Räisänen, Hannele and Grönroos, Christian: Are service marketing models really used in modern practice?. Journal of Service Management, Vol. 26, No. 3, 2015, pp. 346 - 371

http://dx.doi.org/10.1108/JOSM-06-2014-0164

 

Anker, Thomas Boysen, Sparks, Leigh, Grönroos, Christian and Moutinho, Luiz: Consumer dominant value creation: a theoretical response to the recent call for a customer dominant logic for marketing. European Journal of Marketing, Vol. 49, Nos. 3/4, 2015, pp. 532-560

http://dx.doi.org/10.1108/EJM-09-2013-0518

 

Grönroos, Christian and Gummerus, Johanna: The service revolution and its marketing: service logic vs. service-dominant logic. Managing Service Quality, Vol. 24, No. 3, 2014, pp. 206-229

 

Holmlund-Rytkönen, Maria, Strandvik, Tore and Grönroos, Christian: The mental footprint of marketing in the boardroom. Journal of Service Management, Vol. 25, No. 2, 2014, pp. 241-252

 

Holmqvist, Jonas, Van Vaerenbergh, Yves and Grönroos, Christian: Consumers’ willingness to communicate in a second language: communicating in service settings. Management Decision, Vol. 52, No. 5, 2014, pp. 950-966

 

Saarijärvi, Hannu, Grönroos, Christian and Kuusela, Hannu: Reverse use of customer data: implications for service-based business models. Journal of Services Marketing, Vol. 28, No. 7, 2014, pp. 529-537

 

Viio, Paul and Grönroos, Christian: Value-based sales process adaptation in business relationships. Industrial Marketing Management, Vol. 50, No. 6, 2014, pp. 1085-1095

 

Wetter-Edman, K.,Sangiorgi, D. Edvardsson, Grönroos, C., B. Holmlid, S. and Mattelmäki T:,Design for value co-creation: exploring synergies between service design and service logic. Service Science, Vol. 6, No. 2, 2014, pp. 106-121

 

Ehrnrooth, Hanna and Grönroos, Christian: The hybrid consumer: exploring hybrid consumption behaviour. Management Decision, Vol. 51 No. 9, 2013, pp. 1793-1820 (doi: 10.1108/MD-12-2012-0867)

 

Grönroos, Christian and Voima, Päivi: Critical service logic: making sense of value creation and co-creation. Journal of the Academy of Marketing Science. Vol. 41, No. 2, 2013, pp. 133-150 (doi: 10.1007/s11747-012-0308-3)

 

Grönroos, Christian: Conceptualising value co-creation: a journey to the 1970s and back to the future. Journal of Marketing Management. Vol. 28, No. 15-16, 2012, pp. 1520-1534 (doi: 10.1080/0267257X.2012.737357)

 

Holmqvist, Jonas and Grönroos, Christian: How does language matter for services? Challenges and propositions for service research. Journal of Service Research, Vol. 15, No. 4, 2012, pp. 430-442 (doi: 10.1177/1094670512441997)

 

Gummesson, Evert and Grönroos, Christian: The emergence of the new service marketing: Nordic School perspectives. Journal of Service Management, Vol. 23, No. 4, 2012, pp. 479-497

 

Grönroos, Christian and Helle, Pekka: Return on relationships: conceptual foundation and measurement of mutual value gains from relational business engagements. Journal of Business & Industrial Marketing, Vol. 27, No. 5, 2012, pp. 344-359

(DOI 10.1108/08858621211236025)

 

Grönroos, Christian: Value co-creation in service logic. A critical analysis. Marketing Theory, Vol. 11, No. 3, 2011, pp. 279-301

 

Grönroos, Christian and Ravald, Annika: Service as business logic: implications for value creation and marketing. Journal of Service Management, Vol. 22, No. 2, 2011, pp. 5-22 (Best article 2011 award)

 

Grönroos, Christian: A service perspective in business relationships: The value creation and marketing interface. Industrial Marketing Management, Vol. 40, No. 1, 2011, pp. 240-247

 

Grönroos, Christian and Helle, Pekka: Adopting a service logic in manufacturing. Conceptual foundation and metrics for mutual value creation. Journal of Service Management, Vol. 21, No. 5, 2010, pp. 564-590 (Best article 2010 award)

 

Finne, Åke and Grönroos, Christian: Rethinking Marketing Communication: From Integrated Marketing Communication to Relationship Communication. Journal of Marketing Communication, Vol. 15, No. 2-3, 2009, pp. 179-195

 

Grönroos, Christian: Promise Management: Regaining Customer Management for Marketing. Journal of Business & Industrial Marketing, Vol. 24, No. 5/6, 2009, pp. 351-359

(DOI 10.1108/08858620910966237)

Grönroos, Christian: Service Logic Revisited: Who Creates Value? And Who Co-creates? European Business Review, Vol. 20, No. 4, 2008, pp. 298-314

 

Love at First Sight or a Long-Term Affair? Different Relationship levels as Predictors of Customer Commitment (together with Maria Sääksjärvi, Katarina Hellén and Johanna Gummerus). Journal of Relationship Marketing, Vol. 6, No. 1, 2007, pp. 45-61

 

Grönroos, Christian: On Defining Marketing: Finding a New Roadmap for Marketing. Marketing Theory, Vol. 6, No. 4, 2006, pp. 395-417

 

Grönroos, Christian: Adopting a Service Logic for Marketing. Marketing Theory, Vol. 6, No. 3, 2006, pp. 317-333

 

Conceptualising Communication Strategy from a Relational Perspective (together with Kirsti Lindberg-Repo). Industrial Marketing Management, Vol. 33, 2004 , pp. 229-239

 

Grönroos, Christian: The Relationship Marketing Process: Communication, Interaction, Dialogue, Value. Journal of Business & Industrial Marketing, Vol. 19, No. 2, 2004, pp. 99-113

 

Grönroos, Christian and Ojasalo, Katri: Service Productivity: Toward a Conceptualization of the Transformation of Inputs into Economic Results in Services. Journal of Business Research, Vol. 57, No. 4, 2004, pp. 414-423

 

Grönroos, Christian: Taking a customer focus back into the boardroom: can relationship marketing do it?. Journal of Marketing Theory, Vol. 3, No. 1, 2003, pp. 171-173

 

Grönroos, Christian, Crosby, Lawrence A. and Johnson, Sheree L.: Who Moved My Value? Customers, not companies, create value. Marketing Management, Vol. 11, No. 5 (September-October), 2002, pp. 10-11

 

Brodie, Roderick, Grönroos, Christian and Helenius, Tiina: Contemporary Marketing: A Comparison of Practices in New Zealand, Scandinavia and Thailand. The Asian Journal of Marketing. Special Millennium Issue, No. 1, 2001, pp. 72-81

 

Grönroos, Christian: The Perceived Service Quality Concept – A Mistake. Managing Service Quality, Vol. 11, No. 3, 2001, pp. 150-152

 

Grönroos, Christian, Heinonen, Fredrik, Isoniemi, Kristina and Lindholm, Michael: The NetOffer Model: A Case Example from the Virtual Marketspace. Management Decision, Vol. 38, Vol. 4, 2000, pp. 243-252

 

Grönroos, Christian: Creating a Relationship Dialogue: Communication, Interaction and Value. The Marketing Review, Vol. 1, No. 1, 2000, pp. 5-14

 

Grönroos, Christian: Internationalization Strategies for Services. Journal of Services Marketing, Vol. 13, No. 4/5, 1999, pp. 290-297

 

Grönroos, Christian: Relationship Marketing: Challenges for the Organization. Journal of Business Research, Vol. 46, No. 3, 1999, pp. 327-335

 

Lidberg-Repo, Kirsit and Grönroos, Christian: Word-of-Mouth Referrals in the Domain of Relationship Marketing. The Australasian Journal of Marketing, Vol. 7, No. 1, 1999, pp. 109-117

 

Grönroos, Christian: Marketing Services: A Case of a Missing Product. Journal of Business & Industrial Marketing, Vol. 13, No. 4-5, 1998, pp. 322-338 (Citation of Excellence/Highest Quality Rating by ANBAR Electronic Intelligence)

 

Lindberg-Repo, Kirsti and Grönroos, Christian: Integrated Marketing Communications: The Communications Aspect of Relationship Marketing (together with Kirsti Lindberg-Repo). The Integrated Marketing Communications Research Journal, Vol. 4, No. 1, 1998, pp. 3-11

 

Grönroos, Christian: Value-Driven Relational Marketing: From Products to Resources and Competencies. Journal of Marketing Management, Vol. 13, No. 5, 1997, pp. 407-419

 

Gummesson, Evert, Grönroos, Christian and Lehtinen, Uolevi: Comments on “Nordic perspectives on relationship marketing”. European Journal of Marketing, Vol. 31, No. 1, 1997, pp. 10-16

 

Grönroos, Christian: Relationship Marketing Logic, The Asia-Australia Marketing Journal, lead article, Vol. 4, No. 1, 1996, pp. 7-18

 

Grönroos, Christian: Relationship Marketing: Strategic and Tactical Implications, Management Decision, Vol. 34, No. 3, 1996, pp. 5-14

 

Ravald, Annika and Grönroos, Christian: The Value Concept in Relationship Marketing, European Journal of Marketing, Vol. 30, No. 2, 1996, pp. 19-30.

 

Grönroos, Christian: Relationship Marketing: The Strategy Continuum, Journal of the Academy of Marketing Science, Vol. 23, No. 4, 1995, pp. 252-254

 

Storbacka, Kaj, Strandvik, Tore and Grönroos, Christian: Managing Customer Relationships for Profit: The Dynamics of Relationship Quality. International Journal of Service Industry Management, Vol. 5, No. 5, 1994, pp. 21-38

 

Grönroos, Christian: From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing. Asia/Australia Journal of Marketing, Vol. 2, No. 1, 1994, pp. 9-30. Also in Management Decision, lead article, Vol. 32, No. 2, 1994, pp. 4-20 (MCB University Press Award for Literary Excellence 1994)

 

Grönroos, Christian: From Scientific Management to Service Management. International Journal of Service Industry Management, lead article, Vol. 5, No. 1, 1994, pp. 5-20

 

Grönroos, Christian: Quo Vadis, Marketing? Toward a Paradigm Shift in Marketing. Journal of Marketing Management, Vol. 10, No. 5, 1994, pp. 347-360

 

Grönroos, Christian and Sand, Hans Åke: A Winning Service Offer in Car Rental. Management Decision. Vol. 31, No. 1, 1993, pp. 45-51

 

Grönroos, Christian: Scandinavian Management and the Nordic School of Services - Contributions to Service Management and Quality. International Journal of Service Industry Management, Vol. 2, No. 3, 1991, pp. 17-25

 

Grönroos, Christian: The Marketing Strategy Continuum: Toward a Marketing Concept for the 1990's. Management Decision, Vol. 29, No. 1, 1991, pp. 7-13

 

Grönroos, Christian: Marketing Redefined. Management Decision, Vol. 28, No.8, 1990, pp. 5-9

 

Grönroos, Christian: Service Management: A Management Focus for Service Competition. International Journal of Service Industry Management, lead article, Vol. 1, No. 1, 1990, pp. 6-14

 

Grönroos, Christian: Relationship Approach to Marketing in Service Contexts: The Marketing and Organizational Behavior Interface. Journal of Business Research, Vol. 20, No. 1, January 1990, pp. 3-11 (according to a citation index study published in 1999 covering the previous 15 years, the article published in the JBR with the highest academic impact)

 

Grönroos, Christian and Masalin, Kai: Motivating your patients: marketing dental services. International Dental Journal, Vol. 40, No. 1, February 1990, pp. 18-23

 

Grönroos, Christian: Defining Marketing: A Market-Oriented Approach. European Journal of Marketing, Vol. 23, No.1, 1989, pp. 52-60

 

Grönroos, Christian: New Competition in the Service Economy: The Five Rules of Service. International Journal of Operations and Production Management, Vol. 8, No. 3, 1988, pp. 9-19

 

Grönroos, Christian: Service Quality: The Six Criteria of Good Perceived Service Quality. Review of Business (St. John's University), Vol. 9, No. 3, 1988, pp. 10-13

 

Grönroos, Christian: A Service Quality Model and Its Marketing Implications. European Journal of Marketing, Vol. 18, No. 4, 1984, pp. 36-44

 

Grönroos, Christian: The Nature of Service Marketing. The Singapore Marketing Review, Vol. VII, December 1983, pp. 15-20

 

Grönroos, Christian: An Applied Service Marketing Theory. European Journal of Marketing, Vol. 16, No. 7, 1982, pp. 30-41

 

Grönroos, Christian: Designing a Long Range Marketing Strategy for Services. Long Range Planning, Vol. 13., April 1980, pp. 36-42

 

Grönroos, Christian: Industrial Marketing under Employee Participation. European Journal of Marketing, Vol. 14, No. 8, 1980, pp. 451-457

 

Grönroos, Christian: Market-Oriented Management in Service Businesses. The Finnish Journal of Business, No. 4, 1979, pp. 287-299

 

Grönroos, Christian: An Applied Theory for Marketing Industrial Services. Industrial Marketing Management, No. 1, 1979, pp. 45-50

 

Grönroos, Christian: A Service-oriented Approach to Marketing of Services. European Journal of Marketing, Vol. 12, No. 8, 1978, pp. 588-601

 

Grönroos, Christian: The Need for a System for an Extensive Information Analysis of Specific Marketing Decisions. European Journal of Marketing, Vol. 7, No. 2, 1973, pp. 130-136

 

Conference publications, working papers and book chapters:

 

Grönroos, Christian: Are you ready for relationship marketing? It is a business challenge. In Handbook of Advances in Marketing in an Era of Disruptions: Essays in Honour of Jagdish N. Sheth. Eds., Atul Parvatiyar and Rajendra Sisodia. New Delhi: SAGE, pp. 307-317.

 

The essence of the Nordic school (together with Catharina von Koskull and Johanna Gummerus). In Johanna Gummerus & Catharina von Koskull, eds., The Nordic School – Service Marketing and Management for the Future. CERS; Hanken School of Economics, 2015 (ISBN 978-952-232-284-5), pp. 29-32

 

Value co-creation: critical reflections (together with Kristina Heinonen and Tore Strandvik). In Johanna Gummerus & Catharina von Koskull, eds., The Nordic School – Service Marketing and Management for the Future. CERS; Hanken School of Economics, 2015 (ISBN 978-952-232-284-5), pp. 69-82

 

Relationship productivity (together with Pekka Hella and Katri Ojasalo). Paper for the 23^rd International Colloquium in Relationship Marketing, arranged by CERS Centre for Relationship Marketing and Service Management at Hanken School of Economics Finland, in Helsinki, Finland, 15-17 September 2015

 

Service productivity. In Su Mi Dahlgreen-Park, ed., The SAGE Encyclopedia of Quality and the Service Economy. Thousand Oaks, CA: SAGE Publications (ISBN 9781452256726), 2015, pp. 709-715

http://dx.doi.org/10.4135/9781483346366.n198

 

Making sense of value creation and co-creation in service logic (tillsammans med Päivi Voima). Working paper 559. Hanken School of Economics Finland, 2012

 

Towards Service Logic: The Unique Contribution of Value Co-Creation. Working paper 544. Hanken School of Economics Finland, 2009

 

The Hybrid Consumer (tillsammans med Hanna Leppänen). Working paper 543. Hanken School of Economics Finland, 2009

 

Mutual Value Creation in Business Relationships. Foundation for Mutual Value Creation Based on a Service Perspective on Business. Proceedings from 9^th International Conference on Relationship Marketing, arranged by American Marketing Association and Freia Universität Berlin, 30.9-2.10.2009, Berlin

 

Marketing and the Logic of Service: Value Facilitation, Value Creation and Co-creation, and Their Marketing Implications (tillsammans med Annika Ravald).

Working paper 542. Hanken School of Economics Finland, 2009

 

Relationship Marketing as Promise Management. In Maclaran, Pauline, Saren, Michael, Stern, Barbara & Tadajewski, Mark, eds.,  The SAGE Handbook of Marketing Theory. Los Angeles, CA: Sage, 2009, pp. 397-412

On Defining Marketing: Finding a New Roadmap for Marketing (published in the Markteing Theory, 6, 4, 2006). In Tajadewski, Mark & Jones, D.G. Brian, eds., History of Marketing Thought, Volume III. Los Angeles, CA: Sage, 2008, pp. 416-437

 

The Interaction Concept and Its Implications for Value Creation and Marketing in Service Businesses (together with Tore Strandvik). In Anttila, M. & Rajala, A., eds., Fishing with Business Nets – Keeping Thoughts on the Horizon. Helsinki School of Economics, Finland, 2008, pp. 51-64

 

The Four Dimensions of Value in Branding: Moving the Customer from Value Proposition to Value Fulfilment (together with Kirsti Lindberg-Repo). In Podnar, K. & Jancic, Z., eds., Corporate and Marketing Communications as a Strategic Resource: Response to Contemporary use, Challenges and Criticism. Proceedings from the 13^th International Conference on Corporate and Marketing Communications. University of Ljubljana 2008, pp. 363-367

 

A Dynamic Communication Model: A Tool in Relationship Communication. In Gopalakrishnan, G., ed., Integrated Marketing Communication. Concepts and Cases. Icfai Books, The Icfai University Press, India, 2008, pp. 103-124

 

Interpretation of service marketing concepts (med Hannele Kauppinen-Räisänen och Johanna Gummerus). Working apper 530. Hanken School of Economics Finland, 2007

 

In Search of a New Logic for Marketing: The Multi-Faceted Service Logic. In Tyler, K., Martin, C.L., Harris, L.C., Jing Tan & Benamaraoui, A, eds., Service Science: Trans-disciplinary Approaches and Advances for the 22^nd Century – Taxi to the Chang Runway. Proceedings from the 21st Service Workshop, Academy of Marketing and University of Westminster, 15-17 November, 2007, London (addendum)

 

What Can a Service Logic Offer Marketing Theory?. In Lusch, R.F. & Vargo, S.L., eds., The Service-Dominant Logic of Marketing, Armonk, NY:M.E.Sharpe, 2006, pp.354-364

 

Towards a Dynamic Communication Model: A Useful Tool in Relationship Communication (together with Åke Finne). Podnar, K. & Jančič, Contemporary Issues in Corporate and Marketing Communications: Towards a Socially Responsible Future, 11^th Conference on Corporate and Marketing Communications, University of Ljubljana, 2006, pp. 191-199

 

Applying a Service Logic in Marketing. Otago Forum, Conference on the Service-dominated Logic in Marketing, Otago University, New Zealand, November 19-22, 2005

 

What Can a Service Logic Offer Marketing Theory?. Competitive paper. Frontiers in Service Conference, Arizona State University and American Marketing Association, Tempe Arizona, October 7-9, 2005

 

What Can A Service Logic Offer Marketing Theory? Working paper No. 508. Helsingfors/Helsinki: Hanken Swedish School of Economics Finland, 2005

 

Implementing a CRM Perspective in Marketing: Servicizing the Customer Relationship to Support Customers’ Value Processes. Research report presented at the 2003 AMA Servsig Research Conference, Reims, France, June 12-14, 2003

 

Marketing Theses in the Age of Customer Relationships: Servicizing the Customer Relationship to Support Customers’ Value Processes. Keynote speech, Forum on Service Management. Tianjin University of Commerce. Tianjin Economic and Technologal Special Development Area, P.R.China, 10-11 October 2002

 

From a Paradigm Shift to Implementation: Servicizing Customer Relationships. Invited plenary session invitation. Tenth International Colloquium in Relationship Marketing. Universität Kaiserslautern. Kaiserslautern, 1-3 October 2002

 

Servicising Customer Relationships: Supporting Customer Value Through Customer Relationship Management. Plenary session presentation. Seventh Research Conference on Service Management. IAE/Université Aix-Provence, La Londe les Maures, France 29-31 May 2002

 

I Did It My Way. Contribution to Services Marketing Self-Portraits: Introspections, Reflections, and Glimpses from the Experts, edited by Fisk, Raymond P, Grove, Stephen J. & John, Joby. Chicago, IL: American Marketing Association, 2000, pp. 71-108

 

Service Productivity: Toward a Conceptualisation of the Transformation of Inputs into Customer Value in Services (with Katri Ojasalo). Working paper No. 419. Helsinki/ Helsingfors, Finland: Hanken Swedish School of Economics and Business Administration, 2000 (21 p.)

 

The Marketing of Services. In Blois, Keith, ed., The Oxford Textbook of Marketing, Oxford University Press, 2000, pp. 500-516

 

Relationship Marketing: The Nordic School Perspective. In Sheth, Jagdish N. & Parvatiyar, Atul, eds., Handbook of Relationship Marketing, Thousand Oaks, CA: Sage, 2000, pp. 95-118

 

Service Reflections: Service Marketing Comes of Age. In Swartz, Teresa A. & Iacobucci, Dawn, eds., Handbook of Services Marketing & Management. Thousand Oaks, CA: Sage Publications, 2000, pp. 13-16

 

The Relationship Marketing Process: Interaction, Communication, Dialogue, Value. Interaction, Dialogue and Knowledge Generation in Relationship Marketing. Second WWW Conference on Relationship Marketing, Monash University, November 1999/ February 2000

 

The Role of Service Recovery: Administrative, Defensive and Offensive Management of Service Failures. In Fisk, Ray & Glynn, Liam, eds. Jazzing Into the New Millennium. 1999 SERVSIG Services Research Conference, Chicagol IL: American Marketing Association, 1999, pp. 39-43

 

Marketing Services: the Case of a Missing Product. In Edvardsson, B. & Gustafsson, A., eds., The Nordic School of Quality Management, Lund, Sweden: Studentlitteratur, 1999, pp. 226-251

 

Internal Marketing - A Relationship Perspective (with Päivi Voima). In Baker, Michael J., ed., The IEBM Encyclopedia in Marketing, London: International Thompson Business Press, 1999, pp. 747-751

 

The NetOffer Model. Developing Internet Offerings for the Virtual Marketspace (with Fredrik Heinonen, Kristina Isoniemi and Michael Lindholm). Working paper No. 393. Helsinki/Helsingfors, Finland: Hanken Swedish School of Economics and Business Administration, 1999 (19 p.)

 

Designing Service. Executive Excellence Finland, April 1998, p. 2

 

Service Marketing Theory: Back to Basics. Working paper No. 369, Helsinki/ Helsingfors, Finland: Hanken Swedish School of Economics and Business Administration, 1998

 

From Transaction Marketing to Relationship Marketing: An Investigation of Market Perceptions and Practices (together with Coviell, Nicole E. and Brodie, Roderick J.). Working Paper, The 27^th Annual conference of European Marketing Academy, Stockholm, June 1998 (7 p.)

 

Relationship Marketing: Interaction, Dialoque and Value. Working Paper 344. Helsinki/Helsingfors, Finland: Hanken Swedish School of Economics Finland (Svenska handelshögskolan), 1997 (22 p.)

 

Channel Management from a Relationship Marketing Perspective: An Overview of Strategic and Tactical Issues. In Pelton, L.E., Strutton, D. & Lumpkin, J.R., eds., Marketing Channels. A Relationship Management Approach, Chicago. Ill.: Irwin, 1997, pp. 116-121

 

Relationship Marketing: Interaction, Dialogue and Value. Working paper No. 344, Helsinki/Helsingfors, Finland: Hanken Swedish School of Economics and Business Administration, 1997

 

A Resource-and-Competencies Approach to Product Management in a Relational Marketing Context. In Walden, P., Brännback, M., Back, B. & Vanharanta, H., eds., The Art and Science of Decision-Making, Åbo Akademi University Press, 1996, pp. 90-97

 

Value-Driven Relational Marketing: From Products to Resources and Competencies. Research report presented at the Fourth International Colloquium in Relationship Marketing, Swedish School of Economics Finland, Helsinki, September 22-24, 1996

 

Service Culture, Perceived Service Quality and their Marketing Impact. In Edvardsson, B. & Modell, S., Service Management, Stockholm, Sweden: Nerenius & Santérus, 1996, pp. 113-122

 

Relationship Marketing: A Structural Revolution in the Corporation. In Sheth, J.N. & Söllner, A., eds., Development, Management and Governance of Relationships, 1996 International Conference on Relationship Marketing, Berlin, Germany, March 29-31, 1996, pp. 313-320

 

The Rise and Fall of Modern Marketing -  and its Rebirth. In Shaw, S.A. & Hood, N., eds., Marketing in Evolution. Essays in Honour of Michael J Baker, New York: Macmillan, 1996, pp. 14-35

 

The Rebirth of Modern Marketing - Six Propositions about Relationship Marketing, Working Paper No. 307, Helsinki/Helsingfors, Finland: Hanken Swedish School of Economics and Business Administration, 1995

 

Quality Comes To Service. In Scheuing, E.E. & Christopher, W., eds. The Service Quality Handbook. New York: AMACON, 1993, pp. 17-24

 

Towards A Third Phase in Service Quality Research: Challenges and Future Directions. In Swartz, T.A., Bowen, D.E. & Brown, S.W., eds., Advances in Services Marketing and Management, Vol. 2. Greenwich, CT: JAI Press, 1993, pp. 49-64 (also published as No. 33, 1993 in the Working Paper series of First Interstate Center for Services Marketing, Arizona State University)

 

Quo Vadis, Marketing? Towards A Neo-Classical Marketing Theory. In Blomqvist, H.C., Grönroos, C. & Lindqvist, L-J., eds., Ekonomi och marknadsföring. Festskrift till Gösta Mickwitz/Economics and Marketing. Essays in honour of Gösta Mickwitz. Publications from Swedish School of Economics and Business Administration, No. 48. Helsingfors, Finland, 1992, pp. 109-124

 

How Quality Came to Service and Where It Is Going. Research Report, Third Quality in Services (QUIS 3) Conference, University of Karlstad, June 1992

 

Contributions from the Nordic School of Services and Scandinavian Management. In Scheuing, E.E., Gummesson, E. & Little, C.H., eds., Quality in Services (QUIS 2) Conference. Selected Papers, New York: St. John's University, 1992, pp. 35-62

 

Facing the Challenge of Service Competition: The Economies of Service. In Kunst, P. & Lemminck, J., eds., Quality Management in Services, Maastricht: Van Gorcum, Assen, 1992, pp. 129-140

 

Developing Customer-Conscious Employees at Every Level: Internal Marketing (with William R. George). In Congram, C.A. & Friedman, M.L., Handbook of Marketing Marketing for the Service Industries. New York: AMACOM, 1991, pp. 85-100

 

Principles of Service Management. In Marketing, Operations and Human Resources Insights into Services. Proceedings from the 1st International Seminar in Service Management, Institute d'Administration des Enterprises, La Londe les Maures, June 5-8, 1990, pp. 284-300

 

Service Management Principles. Working Paper 90:1. Center for Service Research, University of Karlstad, Sweden 1990

 

Principles of Service Management. Working Paper No. 18. First Interstate Center for Services Marketing. Arizona State University, 1989

 

A Relationship Approach to Marketing: The Need for a New Paradigm. Working Paper 190. Helsinki/Helsingfors, Finland: Swedish School of Economics and Business Administration, 1989

 

International Marketing of Services: Accessibility Strategies for Service Firms. In Luostarinen, R., ed., Dynamics of International Business, Vol. 2. Proceedings of the XVth International Conference of the European International Business Association. Helsinki School of Economics, December 17-19, 1989

 

Redeveloping and Launching a Unique Service Offering (with Hans Åke Sand). In Service Excellence: Marketing's Impact on Performance. Papers from the Eighth Conference on Services Marketing. Chicago, Ill.: American Marketing Association, 1989

 

Services Marketing: A Relationship Approach. In Lazer, W., Shaw, E.H. & Wee, C-H., eds., Proceedings from the 4th Bi-Annual World Marketing Congress in Singapore, July 1989. International Conference Series, Vol. IV. Academy of Marketing Science, 1989, pp. 309-316

 

A Relationship Approach to Marketing of Services: Some Implications. In Avlonitis, G.J., Papavasiliou, N.K. & Kouremenos, A.G., eds., Marketing Thought and Practice in the 1990's. Proceedings from the 18th Annual Conference of the European Marketing Academy, Athens, Greece, April 18-21, 1989

 

Fundamental Research Issues in Services Marketing. In Bitner, M.J. & Crosby, L.A., eds., Designing a Winning Service Strategy. Chicago, Ill.: American Marketing Association, 1989

 

International Marketing of Services: Accessibility Strategies for Service Firms. Research Report. The International Conference on Services Marketing. Academy of Marketing Science and Cleveland State University, Cleveland, Ohio, October 26-28, 1988

 

Assessing Competitive Edge in the New Competition of the Service Economy. Working Paper No.9. First Interstate Center for Services Marketing, Arizona State University, 1988

 

The Augmented Service Offering: A Source of Competitive Advantage. In Surprenanat, C., ed., Add Value To Your Service. Chicago, Ill.: American Marketing Association, 1988

 

Quality of Services - Lessons from the Product Sector (with Evert Gummesson). In Surprenanat, C., ed., Add Value To Your Service. Chicago, Ill.: American Marketing Association, 1988

 

Quality of Products and Services - A Tentative Synthesis Between Two Models (with Evert Gummesson). Research Report No. 87:3. Service Research Center, University of Karlstad, Sweden, 1987

 

Internal Marketing (with Fran Compton, William R. George and Matti Karvinen). In Czepiel, J.A., Congram, C.A. & Shanahan, J., eds., Integrating for Competitive Advantage. Chicago, Ill.: American Marketing Association, 1987

 

Developing Service Quality: Some Managerial Implications. In Möller, K. & Paltschik, M., eds., Contemporary Research in Marketing. Proceedings from the 15th Annual Conference of the European Marketing Academy, Helsinki, Finland, June 3-6, 1986

 

Service Orientation in Industrial Marketing (with Evert Gummesson). In Venkatesan, M., Schmalensee, D.M. & Marshall, C., eds., Creativity in Services Marketing: What's New, What Works, What's Developing. Chicago, Ill.: American Marketing Association, 1986

 

The Nordic School of Services - An Introduction (with Evert Gummesson). In Grönroos, C. & Gummesson, E., eds., Service Marketing - Nordic School Perspectives. Series R:2, University of Stockholm, Sweden, 1985

 

Internal Marketing - Theory and Practice. In Bloch, T.M., Upah, G.D. & Zeithaml, V.A., eds., Services Marketing in a Changing Environment. Chicago, Ill.: American Marketing Association, 1985

 

Service-oriented Strategies in Industrial Marketing. Working Paper 134. Swedish School of Economics and Business Administration Helsinki, Finland, 1985

 

The Performance Circle Concept - Applying Quality Circles as an Internal Marketing Tool. Research Report, Swedish School of Economics and Business Administration Helsinki, Finland, 1983

 

Seven Key Areas of Research according to the Nordic School of Service Marketing. Research Report. In Berry, L.L., Shostack, G.L. & Upah, G.D., eds., Emerging Perspectives on Services Marketing. Chicago, Ill.: American Marketing Association, 1983

 

Innovative Marketing Strategies and Organization Structures for Service Firms. In Berry, L.L., Shostack, G.L. & Upah, G.D., eds., Emerging Perspectives on Services Marketing. Chicago, Ill.: American Marketing Association, 1983

 

Internal Marketing - An Integral Part of Marketing Theory. In Donnelly, J.H. & George, W.R., eds., Marketing of Services. Chicago, Ill.: American Marketing Association, 1981

 

Marketing Orientation in the Service Sector. Proceedings from an International Conference on Public Transport Systems, Vol. A2, Gothenburg, Sweden, June 1978

 

Service Marketing Planning. Some Hypotheses and Empirical Evidence. Proceedings from the 6th Annual Workshop in Marketing. European Academy for Advanced Studies in Marketing, Saarbrucken, West Germany, April 13-15, 1977

 

The Service Marketing Confusion and a Service-Oriented Approach to Marketing Planning. Research Report. Workshop on Marketing of Services. European Institute for Advanced Studies in Management. Aix-en-Provence, France, January 27-28, 1977

 

 

 

Section II: Publications in other languages than English

 

Books and monographs:

 

In Chinese:

 

Fú wù guanli yu yíngxiao. Jiyu guke qunxi guanli celue (Service management and marketing. Customer management in service competition). In Chinese. 3^rd edition. Beijing: Publishing House of Electronics Industry, 2008

 

Fu wu mei guan li yu xing xiao (Service anagement and marketing). In Chinese. Taipei: Chuan Wei Book Company, 2005

 

Fú wù guanli yu yíngxiao. Jiyu guke qunxi guanli celue (Service management and marketing. Customer relationship management approach). In Chinese. Beijing: Publishing House of Electronics Industry, 2002

 

Fú wù shìchang yíngxiao guanli (Service marketing management). In Chinese. Shanghai: Fudan University Press, 1998

 

In Danish:

 

Vejen till bedre tjenesteydelser (The path towards better services). In Danish. Århus, Denmark: Jydsk Teknologisk Institut Forlag, 1983

 

In Finnish:

 

Palveluidne johtaminen ja markkinointi. 3. Edition (Service management and marketing). Espoo: WSOY, 2008

 

Palveluiden johtaminen ja markkinointi (Service management and marketing). Espoo: WSOY, 2001

 

Palvelut ja asiakassuhteet. Markkinoinnin polttopisteet (Services and customer relationships in the focus of marketing) (co-edited together with Raija Järvinen). Helsinki: Kauppakaari, 2001

 

Nyt kilpaillaan palveluilla. 2 laajennettu laitos (Competition with services. 2nd extended edition). Espoo, Finland: WSOY/Weilin+Göös, 1998

 

Nyt kilpaillaan palveluilla (Competition with services). Espoo: Weilin+Göös, 1990

 

Miten palveluja markkinoidaan. Uudistettu 4. painos (How to market services. 4. renewed edition). Espoo, Finland: Weilin+Göös, 1987

 

Hyvään palveluun. Palvelun kehittäminen julkishallinnossa (Towards good services. Developing services in the public sector). Helsinki, Finland: The State Development Center, 1987

 

Miten palveluja markkinoidaan (How to market services). Espoo, Finland: Weilin+Göös, 1983

 

Palvelujen markkinointi (Marketing of services). Finnish-language edition of doctoral thesis. Espoo, Finland: Weilin+Göös, 1981

 

In Italian:

 

Management e marketing dei servizi. La gestione del cliente nel mercato dei servizi. Nuova edizione (Management and marketing of services. Customer management in service business). Torino:ISEDI, 2009

 

Management e marketing dei servizi. Un approccio al management dei rapporti con la clientele (Management and marketing of services. A customer management approach). Torino: ISEDI, 2002

 

Management e marketing dei servizi (Management and marketing of services). Torino: ISEDI, 1994

 

In Japanese:

 

Hokuougata Saab i sushikou-no-Manejimento: Kyousou-wo-Ikinuke (Service-oriented management in Nordic style: New logic of marketing to survive competition). Tokyo: Minerva Shobo Co, 2013

 

In Norwegian:

 

Markedsføring av tjenester (Marketing of services). Oslo, Norway: Cappelen Akademisk Forlag, 1997

 

Veien til bedre tjenesteytelser (The path towards better services). Oslo, Norway: Bedriftsokonomens Forlag, 1984

 

In Portuguese:

 

Marketing. Gerenciamento e Servicios. Traducao da segunda edicao. Elsevier Editora Campus, 2008

 

Marketing. Gerenciamento e Servicios. Traducao da segunda edicao. Editora Campus, 2002

 

Marketing. Gerencamiento e Serviços. Rio de Janeiro: Editora Campus, 1995

 

 

In Spanish:

 

Marketing y gestion de servicios. (Marketing in service firms) In Spanish. Madrid: Diaz de Santos, 1994

 

In Swedish:

 

Service management och marknadsföring. Kundorienterat ledarskap i servicekonkurrensen. 3. upplagan. Stockholm, Sweden: Liber, 2016

 

Service management och marknadsföring. Malmö, Sweden: Liber, 2008

 

Service management och marknadsföring – en CRM ansats. Malmö, Sweden: Liber, 2002

 

Marknadsföring av tjänster. 3. utvidgade upplagan (Marketing in service firms. 3nd extended edition.) Malmö, Sweden: Liber, 1996

 

Service management. Ledning, strategi, marknadsföring i servicekonkurrens (Service

management. Management, strategy, marketing in service competition). Göteborg: ISL Förlag, 1992

 

Ekonomi och marknadsföring. Festskrift till Gösta Mickwitz/Economics and Marketing. Essays in Honour of Gösta Mickwitz. (Editor together with H.C. Blomqvist and Lars-Johan Lindqvist). Publications from Swedish School of Economics Finland, No. 48. Helsingfors, Finland, 1992

 

Service management i den offentliga sektorn (Service management in the public sector) (with Caroline Monthelie). Stockholm, Sweden: Liber, 1988

 

Marknadsföring i tjänsteföretag. 2. utvidgade upplagan (Marketing in service firms. 2nd extended edition.) Stockholm, Sweden: Liber, 1987

 

Totalkommunikation. Analys och planering av företags marknadskommunikation (Total communication. Analysis and planning of the market communication of firms) (with Dan Rubinstein). Publication 27 of the Marketing Technology Center. Stockholm: Liber, 1986

 

Marknadsföring i tjänsteföretag (Marketing in service firms). Stockholm, Sweden: Liber, 1983

 

Marknadsföring av industriella tjänster (Marketing of industrial services). Research report No. 8. Helsinki/Helsingfors, Finland: Swdish School of Economics and Business Administration, 1980. Also published by Studentlitteratur, Malmö, Sweden, 1980

 

Marknadsföring av tjänster. En studie av marknadsföringsfunktionen i tjänsteföretag (Marketing of services. A study of the marketing function in service firms). Ph.D. (Swedish School of Economics and Business Administration Helsinki/Helsingfors, Finland). Stockholm, Sweden: Akademilitteratur and Marketing Technology Center, 1979

 

Dagens marknadsföring (Marketing today). (editor together with Henrik Calonius and Lars J. Lindqvist). Helsinki/Helsingfors, Finland: Nordic Marketing & Consulting, 1977

 

Kvantitativ analys. Övningsbok för användning av modeller i marknadsföring. 2. omarbetade upplagan (Quantitative analysis. Exercise book for the use of models in marketing. 2nd revised edition). Helsinki/Helsingfors, Finland: Nordic Marketing & Consulting, 1976

 

Marknadsanalys genom experiment (Market analysis through experiments). Helsinki/Helsingfors, Finland: Nordic Marketing & Consulting, 1976

 

Aktuella marknadsföringsfrågor (Current marketing issues) (editor together with Henrik Calonius and Lars J. Lindqvist). Helsinki/Helsingfors, Finland: Nordic Marketing & Consulting, 1975

 

Kvantitativ analys. Övningsbok för användning av modeller i marknadsföring (Quantitative analysis. Exsersice book for the use of models in marketing). Helsinki/ Helsingfors, Finland: Nordic Marketing & Consulting, 1975

 

Informationsvärdering och företagsekonomiska beslut. En introduktion till bayesiansk analys (Evaluation of information and decision making in business. An introduction to Bayesian analysis). Helsinki/Helsingfors, Finland: Swedish School of Economics and Business Administration, 1975

 

 

 

 

 

 

Articles (scholarly and other), book chapters, working papers and other research reports:

 

In Chinese:

 

Fu Wuo Luo Ji De Xiu Zheng – Ji Yu Zhi Chuang Zao De Guan Dian (Revision of service logic – view based on value creation) Journal of Tianjin University of Commerce, Vol. 29, No. 2, 2009, pp. 24-29

 

Wei Ying Xiao Li Lun Fa Zhan Xun Zhao Xin De Lu Biao (On definition of marketing: finding a new roadmap for marketing). Journal of Tianjin University of Commerce, Vol. 28, No. 1, 2008, pp. 56-61

 

Tongguo Guke Guanxi Fuwuhua Qinghua Guke Joanzhi Guocheng: Guke Guanxi Shidai DeYingxiao Xin Mingti (Value support of customer relationships: New theses in the age of marketing). Nankai Business Review, Vol. 6, No. 4, 2004, pp. 4-18

 

Cong Ke Xue Guan Li Dao Fu Wu Guan Li (From scientific management to service management). Nankai Business Review, Vol. 1, No. 1, 1999, pp. 4-7

 

Guanxi yingxiao: Jia zhi jiao hu he dui hua guo cheng (Relationship marketing: value, interaction and dialogue). International Business Review, No. 3, 1998, pp. 4-9

 

Xiandai shichang yingxiao de chongshen (Rebirth of modern marketing). Sales & Markets, No. 9 (pp. 8-10) and 10 (pp. 8-11), 1996

 

Shi chang yin xiao zu he li lun zhi yi (Where is marketing going). Sales & Markets, No. 7, 1994, pp. 6-9

 

In Danish:

 

Grossistledet har brug for nye marknadsforingsstrategier. Fra distribution af varer till marknadsforing av tjenesteydelser (Wholesaling needs new marketing strategies. From distribution of goods to marketing of services). Harvard Børsen, No. 2, 1988 (5 p.)

 

In Dutch:

 

Het ontwikkelen van de dienstenkwaliteit: gevolgen voor het management (Development of service quality). In Marketing van diensten (Marketing of services), edited by Cyriel Van Tilborgh. Kluwer 1987 (13 p.)

 

Interne marketing: een theorie in de praktijk toegepast (Internal marketing: a theory adapted to use in practice) Marketing van diensten (Marketing of services), edited by Cyriel Van Tilborgh. Kluwer, 1986 (15 p.)

 

In Finnish:

 

Palvelyritykseksi muuntautumisen haasteet jakeinot (Becoming a service business: challenges and means). In Finnish. In Grönroos, C & al., Teollisuuden palveluista palveluliiketoimintaan (From industrial services to service business). Helsinki: Teknologiainfor Teknova, 2007, pp. 28-46

 

Tavaralogiikasta palvelulogiikkaan – liiketoimintaosaamisen keskeinen muutostrendi. In Liiketoimintaosaaminen kilpailukykymme keskiössä, eds. Lehtonen, U. & Mittilä, T., Jyväskylä: Kauppatieteellinen Yhdistys, 2006, pp. 235-241

 

Asiakkaiden odotusten ylittäminen – paveluyrityksen johtaminen (Exceeding customer expectations - managing service firms). In Kilpailuetumme. Tutkimusmatka kehittyvään K-kauppiasyrittäjyyteen (Our competitiv advantage. An expedition into K-retailer entrepreneurship). Helsinki: K-kauppiasliitto, 2003, pp.  122-131

 

Mitä on sisäinen markkinointi (What is internal marketing). Aktiva 1988 (5 p.)

 

Palveluperiaate organisaatioiden kehittämisen ohjenuorana (The service principle as guideline for organisational development). Hallinto (Public Administration), No. 4, 1987 (4 p.)

 

Tukkuporras tarvitsee uusia markkinointistrategioita (Wholesaling needs new marketing strategies). Suomen tukkukauppa (Finnish Wholesale), No. 3, 1986 (5 p.)

 

Puuttuva markkinahakuisuus ja sen syyt (The missing market orientation and its reasons). Tilisanomat (Accountant News), No. 3, 1986 (4 p.)

 

Ihminen on tärkein markkinointiresurssi (People are the most important marketing resources). Mark, No. 1, 1983

 

Kokonaisvaltaisuus puuttuu 1980-luvun markkinoinnista (A holistic approach is missing from the marketing of the 1980s). Kauppalehti (Commercial News), October 28, 1982

 

Yritysjohto on tärkein sisäisen markkinoinnin kohde (Top management is the most important target group for internal marketing). Kauppalehti (Commercial News), September 14, 1982

 

Asiakassuhteen elinkaari on markkinoinnin suunnittelussa yhtä tärkeä kuin tuotteen elinkaari (The customer relationship life cycle is as important in marketing planning as product life cycle ). Mark, No. 7, 1981, pp. 46-51

 

Myynnistä markkinointi vasta oikein alkaakin (After the sale marketing begins). Mark, No. 3, 1981, pp. 5-8

 

Koko yrityksen pitää uhkua myyntihenkeä (The whole company has to express a sales orientation). Talouselämä (Business), No. 29, 1980, pp. 66-71

 

Palvelujen markkinointi - unohdettu alue (The marketing of services - a forgotten field). Mark, No. 3, 1979, pp. 22-26

 

Palvelujen markkinointi (The marketing of services). Markkinointi (Marketing), No. 4, 1977, pp. 6-12

 

Palvelualojen markkinointiteorian kehittämisestä (On the development of a marketing theory for service industries). Research report. Conference on Research into Business Administration in Finland. Helsinki School of Economics, Finland, August 22-23, 1977 (13 p.)

 

In French:

 

Communication, interaction et “valeur-consommateur” dans les services (Communication, interaction and value consumption in services). Market Management, No 4, 2001, pp. 64-69

 

Le marketing des services: consommation et marketing de processus (The marketing of services: consumption and marketing of processes). Revue Française du Marketing, No. 1, 1999, pp. 9-21

 

In German:

 

Organisation der Marktorientierung von Dienstleistungs-Anbietern (Market-oriented organisation of service firms). In Meyer, Anton, Hrsg., Handbuch Dienstleistungs-Marketing. Band 1, Stuttgart: Schäffer-Poeschel Verlag, 1998, pp. 140-152

 

In Italian:

 

Il marketing dei servizi: consumo e marketing di processo (The marketing of services: comsumption and marketing of processes). Problemi di Gestione, Vol. 23, No. 1, 2000, pp. 79-100

 

Cultura del servizio: un circolo virtuoso (Service culture: a good circle). Il Giornale del Dirigente, No. 5, 1997, pp. 8-12

 

Servizi: un mercato tutto da inventare. Market Espansione, No. 11, 1983, pp. 35-42

 

In Norwegian:

 

En markedsorientert bedrift trenger kundeorienterte medarbeidere (A market oriented firm needs customer oriented employees). In Svein Linge Solberg, ed., Stimulans - en oppmuntring til markedsorientert tenkning (Stimulans - an encouragement to market oriented thought), Trondheim, Norway: Tano, 1985 (24 p.)

 

In Polish:

 

Dzialalnosc uslugowa producentow dobr. Reklama, No. 2, 1988 (2 p.)

 

Istota marketingu uslug. Reklama, No. 2, 1985 (3 p.)

 

In Portuguese:

 

Um modelo de qualidade de servicio e suas implicaviones para o marketing (A service quality model and its marketing implications) (RAE clássicos). RAE revista de administracao de empresas, Vol. 46, No. 4, 2006, pp. 88-95

 

Marketing de relacionamento: interacção, diãlogo e valor (Relationship marketing: interactions, dialogue and value). In Pina e Cunha, Miguel, ed., Teoria Organizacional. Perspectivas e Prospectivas (Organizational theory. Perspectives and prospectives), Lisboa, Portugal:Publicações Dom Quixote, 1999, pp. 399-418

 

In Russian:

 

Strategia vzaimosvyazannogo marketinga (Relationship marketing strategy). Marketing i Vneshnetorgovaya Dejatelnost. Ministerstava Promyslennosti ESSR/ Innovatsionnoe Objedinenie AN SSSR, Tallinn 1990

 

Kontinuum strategii marketinga (The marketing strategy continuum). Marketing i Vneshnetorgovaya Dejatelnost. Ministerstava Promyslennosti ESSR/ Innovatsionnoe Objedinenie AN SSSR, Tallinn 1990

 

Marketing otnoshenij: Diapazon strategij (Relationship marketing: strategic range). Marketing Uslug (Service marketing), No. 4 (08), 2006, pp. 262-267

 

In Spanish:

 

Relationship marketing: Interaction, dialogue and value. Revista Eusopean de Dirección y Economía de la Empresa, Vol. 9, Núm. 3, 2000, pp. 13-24

 

In Swedish:

 

Blir företag mera marknadsorienterade i tider av recession? (tillsammans med Thomas Degenhardt). Ekonomiska Samfundets Tidskrift, 3/2010, ss. 155-174

 

Är alla företag tjänsteföretag? Tjänsteperspektiv på kunders värdeskapande och i företags affärslogik. Ekonomiska Samfundets Tidskrift, 3/2007, ss. 1113-122

 

Gamla och nya metaforer för företags marknadsföring – från kock till scout. SPHINX Finska Vetenskaps-societetens årsbok 2007, pp. 33-39

 

Från varulogik till tjänstelogik. In Corvellec, Hervé & Lindquist, Hans (eds.), Servicemötet – Multidisciplinära öppningar. Liber, Malmö 2005, pp. 227-234

 

Att kommunicera med kunden – dialog eller bara parallella monologer?. In Ekman, Bo (ed.), Bank, kund och samhälle i globaliseringens tid. Ekerlids Förlag, Stockholm 2003, pp. 91-103

 

Utveckling av en relationsdialog – en integrerad del av framgångsrik relationsmarknadsföring. In Grönroos, Christian & Järvinen, Raija, toim., Palvelut ja asiakassuhteet. Markkinoinnin polttopisteessä. Fest bok till Uolevi Lehtinen. Vantaa: Kauppakaari, 2001, pp. 178-191

 

Vad som är bra för företaget var också bra för samhället – hur är det idag? (What was good for the firm was also beneficial for society – how is it today?). Ekonomiska Samfundets Tidskrift (The Journal of the Economic Society of Finland), Vol. 53, No. 1, 2000, pp. 89-90

 

Företagsledningens tvångströja (The management straitjacket) . In Swedish. Ekonomiska Samfundets Tidskrift (The Journal of the Economic Society of Finland), Vol. 52, No. 3, 1999, pp. 115-116

 

Kundrelationen som företagsstrategi (Customer relationship as a corporate strategy). Aktuell tjänsteforskning (Service ResearchCentre/University of Karlstad), Nr. 32, maj-september 1998, ss. 9-11. (Också publicerad som Kundrelationen som företagsstrategi. http://www.atargo.se/forum/0898/christian.html, 4 s.)

 

Lönar sig service i kundrelationer?. Remark, Nr. 4, 1997, s. 8

 

Relationsperspektivet i tjänstemarknadsföring och service management: Ett nygammalt paradigm (The relational perspective in service marketing and management. A renewal of a paradigm). Ekonomiska Samfundets Tidskrift (The Journal of the Economic Society of Finland), No. 2, 1996, pp. 55-61

 

Relationsmarknadsföring - hinder och utmaningar (Relationship marketing - obstacles and challenges). MTC Kontakten, Jubileumsnummer 1994, pp. 62-67

 

Relationsmarknadsföring, servicekonkurrens och relationsekonomi - dagens utmaningar (Relationship marketing, service competition and relationship economics - today's challenges) Ekonomiska Samfundets Tidskrift (The Journal of the Economic Society of Finland), No. 4, 1993, pp. 207-211

 

Ekonomi och marknadsföring. Festskrift till Gösta Mickwitz/Economics and Marketing. Essays in honour of Gösta Mickwitz (co-edited together with H.C.Blomqvist and L-J. Lindqvist). Publications from Swedish School of Economics and Business Administration, No. 48, Helsinki/Helsingfors, Finland, 1992

 

Trender i företagsledning i service- och kunskapsamhället: Att leda företag i servicekonkurrens (Management trends in the service and knowledge society: Management in service competition). Sphinx. Yearbook 1990 of the Finnish Society of Sciences and Letters. Papers and Essays, 1990, pp. 59-68

 

Kvalitet på varor och tjänster - ett försök till helhetssyn (Quality of goods and services - towards a holistic view) (with Evert Gummesson). In Edvardsson, B. & Thomasson, B., eds., Kvalitetsutveckling i privata och offentliga tjänsteföretag (Quality development in private and public service firms). Stockholm: Natur och Kultur, 1989

 

Utveckling av tjänster för bättre marknadsföring (Developing services for better marketing). In Benndorf, H. & Henriksson, H., eds. (eds.), Framtida perspektiv på marknadsföring (Future perspectives of marketing). Stockholm: Marknadstekniskt Centrum, 1989

 

Konkurrenskraft i servicesamhället (Competitive edge in the service society). Ekonomiska Samfundets Tidskrift (The Journal of the Economic Society of Finland), No. 3, 1987 (8 p.)

 

Marknadsföringsfunktionen - en nordisk syn på vad det egentligen är fråga om (The marketing function - a Nordic view of what it is all about). Forum för ekonomi och teknik, No. 13, 1987 (3 p.)

 

Tjänstehelheten - produktbegreppet i tjänsteproducerande organisationer (The service offering - the product concept of service organisations). I blickpunkten - tidskrift från forskningsdelegationen om den offentliga sektorn, No.1, 1987 (4 p.)

 

Utveckling av tjänsteföretags marknadsföring (Developing marketing in service firms). In Swedish. Nordisk Jernbane Tidskrift (Nordic Railroad Journal), No. 4, 1986, pp. 115-119

 

Ökad konkurrenskraft genom kund- och servicebaserade strategier i marknadsföring (Increased competitive power through customer and service based marketing strategies). Ekonomiska Samfundets Tidskrift (The Journal of the Economic Society of Finland), No. 3, 1985 (13 p.). Also in Erhvervsokonomisk Tidskrift (in Denmark), No. 3, 1985 (15 p.)

 

Kundbaserade strategier i industriell marknadsföring (Customer oriented strategies in industrial marketing). In Suomalaista liiketaloustieteellistä tutkimusta, edited by Uolevi Lehtinen and Vesa Mäkinen, University of Tampere, Finland, Series A1: Report 28, 1985, pp. 139-152

 

Servicesamhället kräver nytänkande (New thoughts are required in the service society). Forum för ekonomi och teknik, No. 18, 1983, pp. 18-20

 

Funktionell kvalitet i internationell marknadsföring på industriella marknader. (Functional quality in international industrial marketing). Research report. Swedish School of Economics and Business Administration, Helsinki/Helsingfors, Finland, 1983 (73 p.)

 

Strategier i internationell marknadsföring (Strategies in international marketing). Research report. Swedish School of Economics and Business Administration, Helsinki/Helsingfors, Finland, 1982 (14 p.)

 

Resultatinriktad företagsledning genom bättre marknadsorientering (Result-oriented management through an improved market orientation). Liiketaloudellinen Aikakauskirja (The Finnish Journal of Management) No. 4, 1981, pp. 447-457

 

Resultatmedveten strategisk planering och marknadsföring i tjänsteföretag (Result-oriented strategic planning and marketing in service firms) Working paper, Swedish School of Economics and Business Administration, Helsinki/Helsingfors, Finland, 1981, (15 p.)

 

Intern marknadsföring - ett villkor för framgångsrika kundrelationer på producentvaru- och tjänstemarknaden (Internal marketing - a prerequisite for successful customer relationships on industrial and service markets). Marknaden (The Market) No. 11, 1980, pp. 45-48

 

Konsumentens livscykel (The consumer's life cycle). Marknadsvetande (Marketing Knowledge) No. 3-4, 1980, pp 11-17

 

Mikroorganisationer - ett sätt att skapa stabila kundkontakter vid tjänstemarknadsföring (Micro organisations - a means of creating stable customer contacts in services marketing). Marknaden (The Market) No. 3, 1980, pp. 38-41

 

Marknadsorienterad lokaltrafik (Market-oriented mass transit). Svensk Lokaltrafik (Swedish Mass Transit) No. 3, 1980, pp. 10-13

 

Tjänstemarknadsföring - ny kunskap  för tjänsteföretag och kanske också för industriföretag (Services marketing - new knowledge for service firms and perhaps also for manufacturers of goods). Ekonomnytt, No. 1, 1980, pp. 6-7

 

Ett tjänsteföretags interaktiva marknadsföring (The interactive marketing of a service firm). Nordisk Försäkringstidskrift (The Nordic Insurance Journal) No. 4, 1979, pp. 272-276

 

Servicenäringarna saknas i företagsekonomisk forskning (The service sector is missing in research into business administration). Ekonomiska Samfundets Tidskrift (The Journal of the Economic Society of Finland), No. 3, 1979, pp. 195-200

 

Marknadsföring under medbestämmande (Marketing in employee democracy). Marknadsvetande (Marketing Knowledge), No. 2, 1979, pp. 9-13

 

Nya strategier för marknadsföring under medbestämmande på den svenska marknaden (New marketing strategies in a system with employee democracy on the Swedish market). In Forskning, utbildning, praxis. Nordisk Företagsekonomi 1979, del 1 (Research, education practice. Business administration in the Nordic countries 1979, part 1), edited by Ingolf Ståhl. Eighth Nordic Conference on Business Administration, Stockhllm School of Economics, Sweden, 1979, pp. 321-330

 

Management och tjänsteföretag (Management and service firms). Forum för ekonomi och teknik, No. 1, 1979 (2 p.)

 

Strategier för finländska entreprenadföretags marknadsföring på den svenska marknaden (Marketing strategies of Finnish construction firms on the Swedish market). Working paper, Swedish School of Economics and Business Administration, Helsinki/Helsingfors, Finland, 1979 (15 p.)

 

Behöver tjänsteproducerande företag en marknadsavdelning? (Do service firms need a marketing department?). Marknadsvetande (Marketing Knowledge) No. 4, 1978, pp. 31-35

 

Företagsledning. marknadsansvar och organisation inom tjänstesektorn (Management, market responsibility and organisation in the service sector). Organisasjon, marked og samfunn (Organization, market, and institution) (in Denmark), No. 4, 1978, pp. 251-261

 

Internationell marknadsföring inom tjänstesektorn (International marketing in the service sector). Ekonomiska Samfundets Tidskrift (The Journal of the Economic Society of Finland), No. 4, 1978, pp. 295-306

 

Marknadsorienterad företagsledning inom tjänstesektorn - ett organisatoriskt problem (Market-oriented management in the service sector - an organisational problem). Working paper. Report from a Nordic Conference on Management Research, Swedish School of Economics and Business Administration, Helsinki/ Helsingfors, Finland, 1978 (12 p.)

 

Behovsanpassning vid marknadsföring av tjänster på producent- och konsumentmarknaden (Need adaptation in the marketing of services on producer and consumer markets). In Swedish. Marknadsvetande (Marketing Knowledge) No. 2-3, 1978, pp. 21-26

 

Marknadsföring av tjänster på konsumentmarknaden (The marketing of services on consumer markets). Marknadsvetande (Marketing Knowledge) No. 3, 1977, pp. 19-23

 

Produktutveckling vid marknadsföring av tjänster på konsumentmarknaden (Product development in the marketing of consumer services). Marknaden (The Market) No. 6, 1977, pp. 9-11

 

Tjänster som objekt för marknadsföring (Services as marketing objects). Marknadsvetande (Marketing Knowledge) No. 3, 1976, pp.  39-48

 

Marknadsföring av tjänster - ett diskussionsunderlag (The marketing of services - a discussion paper). Research report. Marketing Technique Center, Stockholm, Sweden, 1976 (36 p.)

 

Marknadsföring av studievägar. Profilen för olika studieinriktningar hos potentiella svenskspråkiga utnyttjare i Helsingforsregionen jämte en analys av Svenska handelshögskolans konkurrensprofil (Marketing of academic studies. The profile of academic programs in the minds of potential Swedish-language users in the Helsinki area including an analysis of the competitive profile of the Swedish School of Economics and Business Administration). Research report. Swedish School of Economics and Business Administration, Helsinki/Helsingfors, Finland, 1975 (819 p. + appendices)

 

Profilanalys som marknadsanalytiskt instrument (Profile analysis as an instrument for market research). Marknadsvetande (Marketing Knowledge) No. 1, 1975, pp. 41-46