Kristina Heinonen
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Journal Articles

Editorial: Why human experience matters for service research

Kristina Heinonen
Journal: Journal of Services Marketing
Journal of Services Marketing (2026) 40 (5): 577–581.
https://doi.org/10.1108/JSM-05-2026-0426
Published: 11 June 2026
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Journal Articles

Editorial: Bridging divides: rethinking service in an era of polarization and fragmentation

Kristina Heinonen
Journal: Journal of Services Marketing
Journal of Services Marketing (2026) 40 (1): 1–5.
https://doi.org/10.1108/JSM-10-2025-0736
Published: 10 November 2025
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Journal Articles

Editorial: Designing for complexity and regeneration: new perspectives in service design

Kristina Heinonen
Journal: Journal of Services Marketing
Journal of Services Marketing (2025) 39 (7): 725–727.
https://doi.org/10.1108/JSM-06-2025-0432
Published: 16 September 2025
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Journal Articles

Reframing human centricity for service innovation: bridging Service design and Customer-dominant logic

Kristina Heinonen
Journal: Journal of Services Marketing
Journal of Services Marketing (2025) 39 (7): 762–769.
https://doi.org/10.1108/JSM-05-2025-0325
Published: 12 August 2025
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Journal Articles

Elevating service research in Africa

Kristina Heinonen, Ogechi Adeola
Journal: Journal of Services Marketing
Journal of Services Marketing (2024) 38 (10): 70–85.
https://doi.org/10.1108/JSM-05-2024-0245
Published: 04 December 2024
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Journal Articles

Editorial: Embracing the future of services marketing

Kristina Heinonen
Journal: Journal of Services Marketing
Journal of Services Marketing (2024) 38 (10): 66–69.
https://doi.org/10.1108/JSM-08-2024-0384
Published: 05 September 2024
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Journal Articles

User-defined ecosystems in health and social care

Jacob Mickelsson, Ulla Särkikangas, Tore Strandvik, Kristina Heinonen
Journal: Journal of Services Marketing
Journal of Services Marketing (2022) 36 (9): 41–56.
https://doi.org/10.1108/JSM-03-2021-0090
Published: 24 May 2022
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Journal Articles

Viewpoint: applying pragmatism to stimulate service research and practice – a European perspective

Kristina Heinonen, Tore Strandvik
Journal: Journal of Services Marketing
Journal of Services Marketing (2022) 36 (4): 467–475.
https://doi.org/10.1108/JSM-06-2021-0211
Published: 19 April 2022
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Journal Articles

Viewpoint: plotting a way forward for service research in and out of Africa

Christo Boshoff, Ogechi Adeola, Robert E. Hinson, Kristina Heinonen
Journal: Journal of Services Marketing
Journal of Services Marketing (2022) 36 (4): 450–460.
https://doi.org/10.1108/JSM-07-2021-0258
Published: 08 April 2022
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Journal Articles

Customer ecosystems: exploring how ecosystem actors shape customer experience

Michaela Lipkin, Kristina Heinonen
Journal: Journal of Services Marketing
Journal of Services Marketing (2022) 36 (9): 1–17.
https://doi.org/10.1108/JSM-03-2021-0080
Published: 18 March 2022
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Journal Articles

Future service technologies: is service research on track with business reality?

Werner H. Kunz, Kristina Heinonen, Jos G.A.M. Lemmink
Journal: Journal of Services Marketing
Journal of Services Marketing (2019) 33 (4): 479–487.
https://doi.org/10.1108/JSM-01-2019-0039
Published: 18 June 2019
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Journal Articles

Technology in use – characterizing customer self-service devices (SSDS)

Johanna Gummerus, Michaela Lipkin, Apramey Dube, Kristina Heinonen
Journal: Journal of Services Marketing
Journal of Services Marketing (2019) 33 (1): 44–56.
https://doi.org/10.1108/JSM-10-2018-0292
Published: 08 April 2019
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Journal Articles

Netnography as a tool for understanding customers: implications for service research and practice

Kristina Heinonen, Gustav Medberg
Journal: Journal of Services Marketing
Journal of Services Marketing (2018) 32 (6): 657–679.
https://doi.org/10.1108/JSM-08-2017-0294
Published: 14 September 2018
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Journal Articles

Customer engagement in a Big Data world

Werner Kunz, Lerzan Aksoy, Yakov Bart, Kristina Heinonen, Sertan Kabadayi, Francisco Villarroel Ordenes, Marianna Sigala, David Diaz, Babis Theodoulidis
Journal: Journal of Services Marketing
Journal of Services Marketing (2017) 31 (2): 161–171.
https://doi.org/10.1108/JSM-10-2016-0352
Published: 10 April 2017
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Journal Articles

Customer-dominant logic: foundations and implications

Kristina Heinonen, Tore Strandvik
Journal: Journal of Services Marketing
Journal of Services Marketing (2015) 29 (6-7): 472–484.
https://doi.org/10.1108/JSM-02-2015-0096
Published: 14 September 2015
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Journal Articles

“Futurizing” smart service: implications for service researchers and managers

Nancy V. Wuenderlich, Kristina Heinonen, Amy L. Ostrom, Lia Patricio, Rui Sousa, Chris Voss, Jos G.A.M. Lemmink
Journal: Journal of Services Marketing
Journal of Services Marketing (2015) 29 (6-7): 442–447.
https://doi.org/10.1108/JSM-01-2015-0040
Published: 14 September 2015
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