Elina Jaakkola
Professor
elina.jaakkola@utu.fi +358 29 450 2261 +358 44 510 9499 Rehtorinpellonkatu 3 Turku |
Service business; Customer experience; Customer Journeys, Customer/actor engagement; Value creation; Service innovation; B2B marketing
Dr. Elina Jaakkola is Professor of Marketing at Turku School of Economics, University of Turku, Finland. She specializes in service research and her current projects focus on topics such as customer experience and journeys, customer/actor engagement, and value driven business. Her research has been published e.g. in Journal of the Academy of Marketing Science, Journal of Service Research, Journal of Product Innovation Management, Industrial Marketing Management, Journal of Business Research, and Journal of Service Management. She is an Associate Editor for Journal of Service Research and Industrial Marketing Management and serves in the Editorial Review Board of eight prominent journals. She has won a number of international awards for her scholarly activities and was named to the Clarivateʻs Highly Cited Researchers list in the business and economics discipline in 2021 and 2022.
My research focuses on service, both as a context and a business logic applicable to any business. My three key areas of research include customer experience and journeys, customer/actor engagement, and value creation within service relationships and networks. I am interested in examining emerging phenomena that are relevant for contemporary markets but have remained insufficiently understood. My research can be characterized as explorative and theory building in nature, primarily drawing on qualitative research methods. My research has been published in a wide range of high-quality journals such as Journal of the Academy of Marketing Science, Journal of Service Research, Journal of Product Innovation Management, Industrial Marketing Management and Journal of Service Management. I serve in as Associate Editor in Journal of Service Research and Industrial Marketing Management and in the Editorial Advisory Boards of JAMS, JSR, IJRM, AMS Review, IMM, Journal of Service Management, Journal of Services Marketing, and Journal of Service Theory and Practice.
My teaching focuses on my areas of expertise. I have taught basic, advanced and doctoral level courses on service business as well as courses on qualitative research methods. I supervise theses in doctoral, master, bachelor and eMBA levels and am involved in various corporate training activities.
- Institutionalizing a service innovation in complex networks – The case of developing and diffusing electronic prescription in Finland (2015) Jaakkola Elina, Aarikka-Stenroos Leena, Salmivalli Lauri
- Journal of Service Management – Special Issue: Co-creating service experience (2015)
- Journal of Service Management
- Service experience co-creation: Conceptualization, implications, and future research directions (2015)
- Journal of Service Management
- Understanding and Advancing Service Experience Co-creation (2015)
- Journal of Service Management
- What Constitutes Customer Experience Management? Towards a Systematic Conceptualization of CEM (2015) Proceedings of the 44th European Marketing Academy Conference Jaakkola Elina, Terho Harri
- Accessing resources for service innovation - the critical role of network relationships (2014)
- Journal of Service Management
- How do organizational buyers use customer-to-customer information sharing in complex buying? (2014) Paradigm Shifts and Interactions Jaakkola Elina, Aarikka-Stenroos Leena
- How to Develop Business Models for Fast Internationalization - Lessons from a High-tech Startup (2014)
- International Journal of Technology Marketing
- Leveraging Customer Experience Communication (2014) Customer Experience Management: Enhancing Experience and Value Through Service Management Jaakkola Elina, Aarikka-Stenroos Leena, Kimmel Allan J.
- The impact of intra- and interfirm collaboration on service innovation performance in B2B firms (2014) Coping with recurring issues in BtoB research: The Sisyphus effect? Or a Rolling stone syndrome? Edvardsson Bo, Jaakkola Elina, Sebastiani Roberta, Witell Lars
- The role of customer engagement behavior in value co-creation: a service system perspective (2014)
- Journal of Service Research
- Customer Participation and Value Creation: A Systematic Review and Research Implications (2013)
- Managing Service Quality (jatkuu nimellä: Journal of Service Theory and Practice)
- Investigating Triadic Value creation in Reference Networks – Insights from Solution and KIBS-business (2013) Proceedings of the 2013 EMAC Conference Aarikka-Stenroos Leena, Jaakkola Elina, Jalkala Anne
- Organizing for solution business: internal vs. external resource integration (2013) Anna Salonen, Elina Jaakkola
- Organizing for solution business: internal vs. external resource integration (2013) Proceedings of the IMP2013 Conference Salonen Anna, Jaakkola Elina
- Organizing for solution business – Redefining firm boundaries (2013) Anna Salonen, Elina Jaakkola
- Role of experience-based information in organizational buying in networked markets – Insights from KIBS business (2013) The Proceedings of the 29th IMP (Industrial Marketing and Purchasing) conference. Aarikka-Stenroos Leena, Jaakkola Elina
- Value co-creation in solution networks (2013)
- Industrial Marketing Management
- Co-creating customer-focused solutions within business networks: A service perspective (2012) Hakanen, Taru;Jaakkola, Elina
- Customer participation: Conceptual foundations and empirical insights (2012) Search Results Web results Innovative Service Perspectives: Proceedings from the AMA SERVSIG International Service Research Conference, Helsinki, Finland, June 7-9 2012 Mekhail Mustak, Elina Jaakkola, Aino Halinen
