Veronica Liljander
Hanken School of Economics
Customer retentionThe InternetAdvertisingEmpirical researchService qualityBusinessLoyalty business modelPsychologyMarketingCustomer satisfactionPerceptionValue (economics)LoyaltyQuality (business)Service (business)Customer advocacyPublic relationsRelationship marketingCustomer to customerCustomer delight
46Publications
21H-index
4,525Citations
Publications 41
Newest
#1Meri-Maaria Frig (Hanken School of Economics)H-Index: 2
#2Martin Fougère (Hanken School of Economics)H-Index: 14
Last. Pia Polsa (Hanken School of Economics)H-Index: 16
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Drawing on the recent discussion about the role information intermediaries (infomediaries) play in affecting corporate responsibility (CR) adoption, we analyze the representation of CR issues in a business infomediary distributed by a leading business organization. The explicit task of the business infomediary is to promote a competitive national business environment. This paper contributes to (1) research on CR, by providing new knowledge on the current CR discourse within the business communit...
4 CitationsSource
#1Eeva Helena Solja (Hanken School of Economics)H-Index: 1
#2Veronica Liljander (Hanken School of Economics)H-Index: 21
Last. Magnus Söderlund (Hanken School of Economics)H-Index: 2
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10 CitationsSource
#1Johanna Gummerus (Hanken School of Economics)H-Index: 16
#2Veronica Liljander (Hanken School of Economics)H-Index: 21
Last. Reija Sihlman (Nokia)H-Index: 1
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Abstract It has been proposed that the social networking site Facebook is suitable for building communities and strengthening customer relationships, and also many organizations that promote ethical consumption have established online communities there. However, because of the newness of ethical online communities, little is known about the extent to which consumer participation in them produces positive outcomes. The present study aims at exploring such outcomes: first, we identify consumer-per...
12 CitationsSource
#1Eeva Helena Solja (Hanken School of Economics)H-Index: 1
#2Veronica Liljander (Hanken School of Economics)H-Index: 21
Last. Magnus SöderlundH-Index: 2
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The persuasiveness of stories and their influence on consumers have been acknowledged within the fields of advertising, tourism, and services. Despite these findings, stories have not caught the attention that they deserve in the product and brand literature. Nothing indicates that stories would have less of an effect when applied to brands. It is especially intriguing that stories—of various kinds—have become ubiquitous on product packaging in practice. Yet there are no studies on the effect of...
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#1Jori GrymH-Index: 1
#2Veronica LiljanderH-Index: 21
Last. Veronica LiljanderH-Index: 4
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1 Citations
#1Veronica Liljander (Hanken School of Economics)H-Index: 4
#1Veronica Liljander (Hanken School of Economics)H-Index: 21
Last. Magnus Söderlund (HHS: Stockholm School of Economics)H-Index: 20
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Purpose – The purpose of this paper is to study the responses of young consumers to suspected covert and overt product-brand recommendations in a blog. Design/methodology/approach – Experimental design was applied to investigate the effect of covert and overt marketing on young consumers’ perceptions of blogger credibility and their behavioural intentions. Findings – Overt marketing had a negative effect on behavioural intentions, such as future interest in the blogger, intention to engage in wo...
48 CitationsSource
#1Magnus Söderlund (HHS: Stockholm School of Economics)H-Index: 20
#2Veronica Liljander (Hanken School of Economics)H-Index: 21
Last. Karina T. Liljedal (HHS: Stockholm School of Economics)H-Index: 5
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Purpose – The purpose of this paper is to examine reactions when customers in service encounters receive preferential treatment (i.e. something extra in relation to other customers). The examination is conducted in a social context that allows the customer to compare what he or she receives with what other customers receive. The main effect variables are perceived justice and customer satisfaction. Design/methodology/approach – An experimental method is employed to examine the effects of providi...
12 CitationsSource
#2Steve BaronH-Index: 32
Last. Ting YuH-Index: 5
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4 Citations
#1Anna LundqvistH-Index: 1
#2Veronica Liljander (Hanken School of Economics)H-Index: 21
Last. Allard C.R. van Riel (Radboud University Nijmegen)H-Index: 25
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Stories fascinate people and are often more easily remembered than facts. Much has been written about the power of stories in branding, but very little empirical evidence exists of their effects on consumer responses. In the present study, we investigate how a firm-originated story influences consumers’ brand experience, by comparing the brand experiences of two groups of consumers. One group was exposed to the story and one group was not. An existing brand was used in the study, which had not b...
84 CitationsSource
#1Veronica Liljander (Hanken School of Economics)H-Index: 21
#2Johanna Gummerus (Hanken School of Economics)H-Index: 16
Last. Hanna Kiehelä (Hanken School of Economics)
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