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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
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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
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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
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Consumer activity in social media : managerial approaches to consumers' social media behavior
Heinonen, Kristina - In: Journal of consumer behaviour : an international … 10 (2011) 6, pp. 356-364
Persistent link: https://www.econbiz.de/10009424836
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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
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Multiple perspectives on customer relationships : editorial
Heinonen, Kristina - In: The international journal of bank marketing : IJBM 32 (2014) 6, pp. 450-456
Persistent link: https://www.econbiz.de/10010415439
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Conceptualising consumers' dynamic relationship engagement : the development of online community relationships
Heinonen, Kristina - In: Journal of customer behaviour 10 (2011) 1, pp. 49-72
Persistent link: https://www.econbiz.de/10009231294
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Characterizing ex situ value : a customer-dominant perspective on value
Heinonen, Kristina - In: Journal of travel research : a quarterly publication of … 62 (2023) 8, pp. 1707-1721
Persistent link: https://www.econbiz.de/10014384378
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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/10009851620
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Revealing business customers’ hidden value formation in service
Strandvik, Tore; Heinonen, Kristina; Vollmer, Sanna - In: Journal of Business & Industrial Marketing 34 (2019) 6, pp. 1145-1159
Purpose: This paper aims to identify how, in contrast to a provider-oriented stance where customer value is conceptualised as being controlled by the provider, customer value is formed for business customers beyond what is visible to the provider. Design/methodology/approach: This paper builds...
Persistent link: https://www.econbiz.de/10012073339