Elina Jaakkola
Professor
elina.jaakkola@utu.fi +358 29 450 2261 +358 44 510 9499 Rehtorinpellonkatu 3 Turku ORCID identifier: https://orcid.org/0000-0003-4654-7573 |
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.
- Service journey quality: conceptualization, measurement and customer outcomes (2021)
- Journal of Service Management
(A1 Refereed original research article in a scientific journal) - Service products and productization (2021)
- Journal of Business Research
(A1 Refereed original research article in a scientific journal) - Customer experience: fundamental premises and implications for research (2020)
- Journal of the Academy of Marketing Science
(A1 Refereed original research article in a scientific journal) - Designing conceptual articles: four approaches (2020)
- AMS Review
(A1 Refereed original research article in a scientific journal) - Market shaping dynamics: interplay of actor engagement and institutional work (2020)
- Journal of Business and Industrial Marketing
(A1 Refereed original research article in a scientific journal) - Toward a goal-oriented view of customer journeys (2020)
- Journal of Service Management
(A1 Refereed original research article in a scientific journal) - Actor Engagement in Networks: Defining the Conceptual Domain (2019)
- Journal of Service Research
(A1 Refereed original research article in a scientific journal) - A Typology of B2B Value Platforms
(Presentation at the 9th BMM-EMAC Biennial International Conference on Business Market Management, Berlin 27.-29.6. 2019) (2019) Anna Salonen, Elina Jaakkola
(Other publication) - Collective engagement in organizational settings (2019)
- Industrial Marketing Management
(A1 Refereed original research article in a scientific journal) - Customer referencing as business actor engagement behavior – Creating value in and beyond triadic settings (2019)
- Industrial Marketing Management
(A1 Refereed original research article in a scientific journal) - Customers’ responses to institutional complexity in the determination of value
(Naples Forum on Service-konferenssin 2019 abstrakti) (2019) Service Dominant Logic, Network and Systems Theory and Service Science: Integrating three Perspectives for a New Service Agenda: Book of Abstracts Larissa Carine Braz Becker, Elina Jaakkola, Stephen L. Vargo
(Other publication) - Emergence of customer experience along a multilevel journey: A goal-hierarchical analysis
(Esitys International Research Symposium on Advancing Service Research and Practice -konferenssissa, Karlstad 10.-13.6 2019) (2019) Larissa Carine Braz Becker, Elina Jaakkola
(Other publication) - Arvon myynnin ja ostamisen kompastuskivet (2018) Joona Keränen, Harri Terho, Elina Jaakkola
(E1 Popularised article) - B2B-markkinoinnin tutkimustrendit: katsaus palvelujen, myynnin ja liiketoiminamallin evoluutioon (2018) Miten menee, markkinointitiede? : professori Rami Olkkosen juhlakirja Elina Jaakkola, Hannu Makkonen, Anna Salonen, Harri Terho
(B2 Non-refereed book chapter or chapter in a compilation book) - Beyond the dyadic: customer engagement in increasingly networked environments (2018)
- Journal of Service Management
(B1 Non-refereed article in a scientific journal) - Customer experience management in hospitality: A literature synthesis, new understanding and research agenda (2018)
- International Journal of Contemporary Hospitality Management
(A1 Refereed original research article in a scientific journal) - Drivers, types and value outcomes of customer-to-customer interaction: An integrative review and research agenda (2018)
- Journal of Service Theory and Practice
(A2 Refereed review article in a scientific journal ) - Examining how context change foster service innovation (2018)
- Journal of Service Management
Cristina Mele, Alastair Tombs
(A1 Refereed original research article in a scientific journal) - Institutionalization process of service innovation: Overcoming competing institutional logics in service ecosystems (2018) Handbook of Service Science, Volume 2 Elina Jaakkola, Leena Aarikka-Stenroos, Paavo Ritala
(A3 Refereed book chapter or chapter in a compilation book) - Journal of Service Management: Special Issue: Beyond the dyadic: customer engagement in increasingly networked environments (2018) Linda D. Hollebeek , Elina Jaakkola, Matthew Alexander
(C2 Editorial work for a scientific compilation book)
