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Professor Tor W. Andreasen

Relationships: Arms Length or 3rd Degree:a Nordic School Perspective

Tor W. Andreassen

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Professor Tor W. Andreasen

Nordic School?

Finland: 5 mill inhabitantsSweden: 8 millNorway: 4 millDenmark: 5 mill

About 15 active service/relationship researchers

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Professor Tor W. Andreasen

The 3 Domains of Research

Reality

How we think about reality

What we observeabout reality

Which phenomenon to study

Which theoreticalplatform to use

Method to beused in order toobserve or analyze .

Which decision

arena

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Professor Tor W. Andreasen

The Nordic School’s What and How

What we study: – Relationships

How we think about it: – Scandinavian focus:

• Finland, Sweden & Denmark

– North American focus:• Norway

How we study it:– Context of discovery – qualitative:

• Finland, Sweden & Denmark

– Context of justification –quantitative: • Norway

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Professor Tor W. Andreasen

Why relationships?

Historically the Nordic School has contributed to our understanding of service marketing and service quality. In the future we will contribute to RM due to..

Small home markets– Defensive rather than offensive marketing

High cost of marketing– Finding more effective ways to marketing

Nordic countries very technology prune– Finding more efficient ways to interact

Nordic culture network oriented– Families and friends (still) mean a lot.

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Professor Tor W. Andreasen

Nordic School: Finland

Relationships and CRM/eCRM– Christian Grönroos

Relationships and exit/switching behavior– Inger Roos

Relationship quality– Veronica Liljander og Tore Strandvik

Relationship Management– Kaj Storbacka

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Professor Tor W. Andreasen

Nordic School: Sweden

Service and Relationship Management– Richard Norman

Relationships, concepts and content Relationships and CRM/eCRM

– Evert Gummesson

Relationships and Networks– Ivan Snehota

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Professor Tor W. Andreasen

Nordic School: Norway

Relationships and Networks– Haakan Haakanson

Relationships, equity, types & phases– Line L. Olsen

Relationships, eService and learning– Fred Selnes

Relationships and frontline personell– Andreassen & Selnes

Relationships, image, complaint management & CRM– Tor W. Andreassen