How Recommender Systems Affect Our Decision Making
Have you ever wondered if your considerations during online shopping were really selected by yourself? Prior to my recent studies I was certain that I only bought what I needed. [...]
Parasocial interaction with reviewers: The new way of looking at video reviews
Vecteezy/ Dheovano Al-Furqan Product and service reviews are one of the most popular video categories on YouTube. Many of you have probably watched a video review at least once, be [...]
What is Grounded Theory?
Have you ever wondered what Grounded Theory (GT) is all about? If so, here is a short overview of this qualitative research method. In a nutshell, GT is a framework [...]
I watched hundreds of flat-Earth videos to learn how conspiracy theories spread – and what it could mean for fighting disinformation
Darryl Fonseka / Shutterstock Carlos Diaz Ruiz, Hanken School of Economics Around the world, and against all scientific evidence, a segment of the population believes that Earth’s round shape is [...]
CERS’s Announces New Board Members
We are excited on behalf of CERS, the Centre for Relationship Marketing and Service Management at Hanken School of Economics to welcome three new board members; Carlos Diaz Ruiz, [...]
A New Strategic Risk Management Template Inspired by Nokia, The Covid-19 Pandemic, and The War in Ukraine
/*! elementor - v3.11.5 - 14-03-2023 */ .elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=".svg"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block} Photo by Pawel Czerwinski on UnsplashApproximately 15 years ago, professor Juha-Antti Lamberg (Jyväskylä University), Henrikki Tikkanen (Aalto University), [...]
From Romans to Robots – Reflections from the Frontiers in Service Conference
Apart from the usual networking, learning, and presenting, attending the 2023 edition of Frontiers in Service conference provided an opportunity to gaze into the future-telling crystal ball of service research. [...]
Unconventional luxury brand collaborations are everywhere. What is the appeal?
A Louis Vuitton crossover bag bearing the Supreme label. Shutterstock Carlos Diaz Ruiz, Hanken School of Economics and Angela Cruz, Monash University In 2017, Louis Vuitton caused a stir in [...]
Customer Success Management
Transcending from a buzzword into a major customer management approach, “Customer Success Management (CSM)” in business-to-business (B2B) markets is receiving a lot of attention from marketing and sales managers, as [...]
After all, what is customer experience?
I am sure you have heard of customer experience, aka CX. A quick search on LinkedIn shows a proliferation of open job positions such as customer experience manager, customer journey [...]
The passing of a legend – Professor Evert Gummesson in memoriam
In Memoriam - Professor Evert Gummesson
Christmas traditions
The Advent calendar is around 40 years old. It has been reconstructed a couple of times but is still in use. Picture: Harry Lindell My late grandmother used to tell [...]