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

Relationships: Arms Length or 3 rd Degree: a Nordic School Perspective. Tor W. Andreassen. Nordic School?. Finland: 5 mill inhabitants Sweden: 8 mill Norway: 4 mill Denmark: 5 mill About 1 5 active service / relationship researchers. The 3 Domains of Research. Reality.

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

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  1. Relationships: Arms Length or 3rd Degree:a Nordic School Perspective Tor W. Andreassen

  2. Nordic School? Finland: 5 mill inhabitants Sweden: 8 mill Norway: 4 mill Denmark: 5 mill About 15 active service/ relationship researchers

  3. The 3 Domains of Research Reality Whichphenomenon to study Which decision arena Method to be used in order to observe or analyze . Which theoretical platform to use What we observe about reality How we think about reality

  4. 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

  5. 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.

  6. Nordic School: Finland • Relationshipsand CRM/eCRM • Christian Grönroos • Relationships and exit/switching behavior • Inger Roos • Relationship quality • Veronica Liljander og Tore Strandvik • Relationship Management • Kaj Storbacka

  7. Nordic School: Sweden • Service and Relationship Management • Richard Norman • Relationships, concepts and content • Relationshipsand CRM/eCRM • Evert Gummesson • Relationships and Networks • Ivan Snehota

  8. 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

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