Kristina Heinonen

Kristina Heinonen is Professor of Service and Relationship Marketing at the Department of Marketing at Hanken School of Economics at Hanken School of Economics, Helsinki, Finland. She is also director of the Centre for Relationship Marketing and Service Management (CERS) at Hanken. Heinonen is currently involved in research projects concerning service value, e-service, social media, and mobile service, dynamics of customer relationships, and integrated marketing communication.

CURRENT POSITION

• Professor of Service and Relationship Marketing, Department of Marketing, Hanken School of Economics, Helsinki, Finland (01/2015-)
• Director, CERS Centre for Relationship Marketing and Service Management, Hanken School of Economics, Helsinki, Finland (2010 – present)
• Adjunct Professor (Docent) of Marketing, specifically customer-centric service marketing University of Tampere (December 2013)

PREVIOUS ACADEMIC EXPERIENCE

• Hanken Foundation Assistant Professor (tenure track), Department of Marketing, Hanken School of Economics, Helsinki, Finland (2007-2014)
• Assistant Professor, Department of Marketing, Swedish School of Economics and Business Administration, Helsinki, Finland (2005-2006)
• Post Doctoral Researcher, LTT Research LTD, Helsinki School of Economics (2004)
• Doctoral Candidate, Department of Marketing and Corporate Geography and FCSRM Finnish Centre for Service and Relationship Management graduate school, Swedish School of Economics and Business Administration, Helsinki, Finland (2001-2004)
• Assistant Professor, Department of Marketing, Swedish School of Economics and Business Administration, Helsinki, Finland (2000)
• Assistant, Department of Marketing, Swedish School of Economics and Business Administration, Helsinki, Finland (1999-2000)

Research areas:

service management, customer relationships, digital disruption, business transformation, customer-dominant logic, marketing communication