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The role of digital service encounters on customers' perceptions of companies

Heinonen, Kristina - In: E-commerce trends for organizational advancement : new …, (pp. 88-97). 2010

Persistent link: https://www.econbiz.de/10003917799

Social media activitites : understanding what consumers do in social media

Heinonen, Kristina - In: Organizations and social networking : utilizing social …, (pp. 1-15). 2013

Persistent link: https://www.econbiz.de/10009768711

The influence of customer activity on e-service value-in-use

Heinonen, Kristina - In: International journal of electronic business 7 (2009) 2, pp. 190-214

Persistent link: https://www.econbiz.de/10003857562

Conceptualising online banking service value

Heinonen, Kristina - In: Journal of financial services marketing : JFSM 12 (2007/08) 1, pp. 39-52

Persistent link: https://www.econbiz.de/10003701671

A customer‐dominant logic of service

Heinonen, Kristina; Strandvik, Tore; Mickelsson, … - In: Journal of Service Management 21 (2010) 4, pp. 531-548

Purpose – The paper seeks to introduce to a new perspective on the roles of customers and companies in creating value by outlining a customer‐based approach to service. The customer's logic is examined in‐depth as being the foundation of a customer‐dominant (CD) marketing and business...

Persistent link: https://www.econbiz.de/10014894368