T
Tore Strandvik
Researcher at Hanken School of Economics
Publications - 69
Citations - 7042
Tore Strandvik is an academic researcher from Hanken School of Economics. The author has contributed to research in topics: Service (business) & Customer retention. The author has an hindex of 27, co-authored 67 publications receiving 6497 citations.
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Managing Customer Relationships for Profit: The Dynamics of Relationship Quality
TL;DR: In this article, the link between service quality and profitability from a relationship marketing and management perspective is discussed, where the task of marketing is not only to establish customer relationships, but also to maintain and enhance them in order to improve customer profitability.
Journal ArticleDOI
Emotions in service satisfaction
TL;DR: In this article, the results from an empirical study of customers' experiences of the services of a labour force bureau show that customers experience different positive and negative emotions in connection with the service, and that these emotions influence service satisfaction.
Journal ArticleDOI
A customer‐dominant logic of service
Kristina Heinonen,Tore Strandvik,Karl-Jacob Mickelsson,Bo Edvardsson,Erik Sundström,Per Andersson +5 more
TL;DR: In this paper, the authors argue that both the goods and service-dominant logic are providerdominant and the customer's logic is examined in-depth as being the foundation of a customer•dominant (CD) marketing and business logic.