12 noon - 1pm

Wednesday 12 May 2021

Customer experience and service innovation at the aftermath of Covid-19 – Insight from Finland

Join the Department of Marketing and Retail Management at their next research webinar. Prof Kristina Heinonen will present a research study: “Customer experience and service innovation at the aftermath of Covid-19 – Insight from Finland”. She will also Kristina also presents an overview of ongoing research at the Centre for Relationship Marketing and Service Management at Hanken School of Economics.

Free

University of Surrey
Guildford
Surrey
GU2 7XH
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Abstract:

In this seminar, Kristina presents recent research on service innovations emerging as a response to the turbulence associated with the pandemic. She also talks about current views on customer experience and customers roles in markets, a topic that she has explored extensively in the last years. Kristina also presents an overview of ongoing research at the Centre for Relationship Marketing and Service Management at Hanken School of Economics.

Kristina Heinonen

Kristina Heinonen

Kristina Heinonen is a Professor of Service and Relationship Marketing at Hanken School of Economics (Finland) and the Director of the Centre for Relationship Marketing and Service Management (CERS). Kristina holds a Fulbright Research Fellowship at the University of Massachusetts Boston and an adjunct professorship at the University of Tampere, Finland. Her research focused on conceptual and empirical development, especially in the areas of value creation, innovation, service technologies and customer experience. Her current research follows two main trajectories. The first revolves around the technology-customer interface with an emphasis on how technology disrupts the relationship between customers and firms. The second trajectory focuses on the primary role of customers in disruptive markets. Kristina has authored more than 50 scientific articles, and she is associate editor of Journal of Service Theory and Practice and editorial board member of Journal of Service Management, Journal of Services Marketing, and AMS Review. 

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