Browsing BI Open by Author "Heinonen, Kristina"

Now showing items 1-2 of 2

    • Affordances Advancing User-Created Communication (UCC) in Service: Interactivity, Visibility, and Anonymity 

      Ciuchita, Robert; Medberg, Gustav; Penttinen, Valeria; Lutz, Christoph; Heinonen, Kristina (Peer reviewed; Journal article, 2022)
      Purpose: Digital platform users not only consume but also produce communication related to their experiences. Although service research has explored users’ motivations to communicate and focused on outcomes such as electronic ...

    • A customer-centric five actor model for sustainability and service innovation 

      van Riel, Allard C. R.; Andreassen, Tor W.; Lervik-Olsen, Line; Zhang, Lu; Mithas, Sunil; Heinonen, Kristina (Peer reviewed; Journal article, 2021)
      Service industries are increasingly unsustainable. Considering consumers as change agents, we show how service innovation may contribute to a service ecosystem that helps achieve emerging sustainability goals. To achieve ...