Eeva-Liisa Oikarinen
University of Oulu
AdvertisingService providerBusinessPerfusionMarketing sciencePsychologyMarketingSet (psychology)ChemistryCognitive reframingCustomer satisfactionMarketing managementKey (cryptography)MyocyteMicro-enterpriseSeekersMarketing planHuman capitalHappinessContext (language use)Service (business)Butanedione monoximeCardioprotective AgentCold storageLong term survivalReturn on marketing investmentPublic relationsMarketing researchOnline advertisingSocial mediaKnowledge managementBrand managementCoping (psychology)Social psychologyRelevance (information retrieval)Marketing strategyDigital marketingCustomer relationship management
Publications 27
Firms have begun to introduce virtual agents (VAs) in service encounters, both in online and offline environments. Such VAs typically resemble human frontline employees in several ways (e.g. the VAs may have a gender and a name), which indicates the presence of an assumption by VA designers – and by firms that employ them – that VA humanness is a positively charged characteristic. This study aims to address this assumption by examining antecedents to perceived humanness in terms of attribution o...
#1Magnus Söderlund (HHS: Stockholm School of Economics)H-Index: 20
#2Eeva-Liisa Oikarinen (University of Oulu)H-Index: 7
Last. Teck Ming Tan (University of Oulu)H-Index: 6
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Abstract Few existing virtual agents (VAs) that customers interact with in service encounters can experience emotions, but they can be (and often are) designed so that they appear to have this capability. The purpose of this study was to assess VAs' display of happiness in service encounters when the only means they have to express themselves is the text that they transmit. Linguistic elements that influence the perceived happiness of a (human) sender of text messages were identified in a pilot ...
1 CitationsSource
#1Teck Ming Tan (University of Oulu)H-Index: 6
#2M.S. Balaji (University of Nottingham)H-Index: 24
Last. Jari Salo (UH: University of Helsinki)H-Index: 35
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Abstract Brand managers inevitably have to face service failures and respond to them. Undertaking brand recovery is essential as customers might desire to take revenge or spread negative word-of-mouth if they feel betrayed or disappointed by the brand following the service failure. Thus, it is necessary to understand customer responses to brand recovery, which depend on whether they feel betrayed or disappointed (while related, this paper distinguishes these feelings). This research challenges t...
7 CitationsSource
#1Eeva-Liisa Oikarinen (University of Oulu)H-Index: 7
#2Mika Boedeker (Tampere University of Applied Sciences)H-Index: 3
Last. Jaana Tähtinen (UTU: University of Turku)H-Index: 24
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Positive and negative emotions in general, and humor in particular, has been studied at various (inter)organizational levels and in different contexts, e.g. business communication, advertising, branding, sales, innovation, and customer relationships. Nevertheless, the importance and functions of emotions within and between organizations and their stakeholders are not thoroughly understood. Employees’ emotions and their wellbeing influence also customers and other stakeholders. Emotion work and e...
#1Mari Juntunen (University of Oulu)H-Index: 10
#2Elvira Ismagilova (University of Bradford)H-Index: 11
Last. Eeva-Liisa OikarinenH-Index: 1
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Abstract The objective of this research is to increase understanding about B2B company-led user engagement on social media content. Building on hierarchy-of-effects (HoE) theory, we explore how the world’s leading B2B companies use content objectives (why), strategies (how), and tactics (what) on Twitter. We first integrate B2B advertising and social media research on companies’ content objectives, strategies, and tactics. Then, using qualitative analyses, we examine the existence of objectives,...
15 CitationsSource
#1Ghazal Shams (IAU: Islamic Azad University)H-Index: 3
#2Mohsin Abdur Rehman (University of Bolton)H-Index: 4
Last. Eeva-Liisa Oikarinen (University of Oulu)H-Index: 7
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Customer’s adoption of mobile banking portrays tremendous growth in developing countries. However, it seems that there is a lack of studies about customer’s experiences and expectations on mobile banking services, and more research is needed considering generational differences between mobile banking customers in Iran. The purpose of this study is to explore the customer’s mobile banking experiences and expectations among generations X, Y, and Z in a developing country context, Iran. Twenty-seve...
4 CitationsSource
#1Jialei Yang (University of Oulu)
#2Pia Hurmelinna-Laukkanen (University of Oulu)H-Index: 22
Last. Eeva-Liisa Oikarinen (University of Oulu)H-Index: 7
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This study explores the relationships among the use of different types of humor (affiliative, aggressive, reframing, and coping humor)—both among immediate co-workers (“ingroup”), and with actors external to the firm (“outgroup”), international competitiveness, as well as innovativeness. An exploratory study based on survey data suggests that humor, when connections exist, is negatively related to international competitive potential and performance. Whether or not these negative effects emerge, ...
#1Taina Vuorela (Oulu University of Applied Sciences)H-Index: 2
#2Sari Alatalo (Oulu University of Applied Sciences)H-Index: 3
Last. Eeva-Liisa Oikarinen (University of Oulu)H-Index: 7
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#1Sari Alatalo (Oulu University of Applied Sciences)H-Index: 3
#2Eeva-Liisa Oikarinen (University of Oulu)H-Index: 7
Last. Taina Vuorela (Oulu University of Applied Sciences)H-Index: 2
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This conceptual article discusses the roles of playfulness and well-being at work in the retail sector with a specific emphasis on service encounters. The aim is to create a new conceptual framework to enhance research on how the element of playfulness can be part of an employee's working environment in the retail sector, and to discuss how playfulness could enhance employee's well-being at work. The framework identifies various interactive relationships characteristic to the retail environment....
4 CitationsSource