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Service journey quality : conceptualization, measurement and customer outcomes

Jaakkola, Elina; Terho, Harri - In: Journal of Service Management 32 (2021) 6, pp. 1-27

Purpose: The quality of the customer journey has become a critical determinant of successful service delivery in contemporary business. Extant journey research focuses on the customer path to purchase, but pays less attention to the touchpoints related to service delivery and consumption that...

Persistent link: https://www.econbiz.de/10012641045

Co-creating service experience

Jaakkola, Elina (contributor) - 2015

Persistent link: https://www.econbiz.de/10011401228

Service experience co-creation : conceptualization, implications, and future research directions

Jaakkola, Elina; Helkkula, Anu; Aarikka-Stenroos, Leena - In: Journal of service management 26 (2015) 2, pp. 182-205

Persistent link: https://www.econbiz.de/10011401238

Fresh perspectives on customer experience

McColl-Kennedy, Janet R.; Gustafsson, Anders; Jaakkola, … - In: The journal of services marketing 29 (2015) 6/7, pp. 430-435

Persistent link: https://www.econbiz.de/10011418250

Firm boundary decisions in solution business : examining internal vs. external resource integration

Salonen, Anna; Jaakkola, Elina - In: Industrial marketing management : the international … 51 (2015), pp. 171-183

Persistent link: https://www.econbiz.de/10011422825

Customer engagement behaviours and value co-creation

Alexander, Matthew; Jaakkola, Elina - In: Customer engagement : contemporary issues and challenges, (pp. 3-20). 2016

Persistent link: https://www.econbiz.de/10011430570

Customer participation and value creation : a systematic review and research implications

Mustak, Mekhail; Jaakkola, Elina; Halinen, Aino - In: Managing service quality : MSQ ; an international journal 23 (2013) 4, pp. 341-359

Persistent link: https://www.econbiz.de/10009769853

Value co-creation in solution networks

Jaakkola, Elina; Hakanen, Taru - In: Industrial marketing management : the international … 42 (2013) 1, pp. 47-58

Persistent link: https://www.econbiz.de/10009734099

Marketing in professional services firms : turning expertise into customer perceived value

Halinen, Aino; Jaakkola, Elina - In: Handbook of research on entrepreneurship in …, (pp. 219-237). 2012

Persistent link: https://www.econbiz.de/10009661369

Co-creating customer-focused solutions within business networks : a service perspective

Hakanen, Taru; Jaakkola, Elina - In: Journal of service management 23 (2012) 4, pp. 593-611

Persistent link: https://www.econbiz.de/10009619530