Did you know about Nordic Workshop on Relationship Dynamics – NoRD?
Have you thought about why relationships don’t last forever? Or, why some relationships don’t end even if they probably should? And, how come that it is so difficult to end [...]
Service innovation is not just creating new products or service – it is improved value cocreation with customers
How can novel value cocreation be enhanced in service innovations, and what are the different archetypes of service innovation? Our Journal of Service Research article presents the value-centric approach of [...]
On the dilemma of combining service productivity and service innovation
After several years of working on it, I’m happy to inform that we just got our study about service productivity and service innovation accepted at Journal of Service Research (JSR)– [...]
Love for endangered species: Finnish quality products
I have always loved products labelled “Made in Finland”. True or not, I have thought this way we can keep the Finnish society going as jobs stay in Finland, quality [...]
Technology is not sufficient for success. Customer-focused business model innovations are desperately needed
A study from IMD in Switzerland confirms what we at CERS always have advocated. A firm that is truly customer-focussed and customer-driven performs better. Being truly customer-driven requires that top [...]
Rage, rage against the dying of the light
There is a growing trend in the universities of Northern America that we should be weary of in Europe. North American, especially American, trends seem to wash to our shores [...]
It’s not the prize but the thrill, honey! Thoughts on organizing customer competitions on social media
Have you ever dreamt of winning these Finnair intercontinental flight tickets and eagerly filled in your e-mail address to participate in the draw? Maybe you even spent some minutes browsing [...]
Reaching out to the real world
I sometimes think about the role of marketing and service research in the larger academic context. What’s our purpose, and how should we orient ourselves towards ”the real world”? Recently [...]
#Hanken brister?
Jag har avlagt ett nyårslöfte, jag med (#metoo). En del kanske frågar sig, varför det. På Hanken är ju allt så bra. Tyvärr är #DammenBrister (den Finlandssvenska listan på #metoo-incidenter) upprörande [...]
Let’s find out what the customer wants – and then forget about it!
The customer is always right! This golden gospel is very dear to marketers and is often quoted, used and even abused. The natural corollary to this statement is – if [...]