Marketing research group
TalTech priority area
Research classification (Frascati)
Sociology 5.4
Head of the research group
Research group member
Doctoral students
Keyword
customer experience
service marketing
urban studies
customer engagement
Overview
Research within the group spans four separatesets of projects, which are closely aligned withnovel learning and teaching.Consumption is a significant topic incorporatingconsumer behaviour theorisations with a focuson the experience pyramid model, consumerjourneys, cosmopolitanism, consumer ethnocentrism, ethical and sustainable consumption.Work on experience service design complements investigations into the digital divideand ageism in marketing. The sub-stream ofservice design is focused around the new dLabinitiative, building upon existing and forgingnew collaborations, including through the collaborative Service Design Conference.In services and relationship marketing, the investigations focus on customer service-relatedengagement, digital value co-creation, disciplining and compliance-based interactions betweenproviders and consumers. Empirical and conceptual studies from all four sub-streams of thisresearch area have appeared in top journals inthe area, and the Adjunct professor L. Hollebeekleading the area has attracted international recognition and awards, including Clarivate HighlyCited Researcher, SERVSIG Emerging ScholarAward, and Stanford University’s Top 2% ofResearchers worldwide. Critical examinationsof customer-provider relationships and serviceprovision have produced new, state-of-the-arttheories complementing research on the stakeholders’ interplay in service/product innovation.Urban and residential research stream focuseson transforming urban realities conceived within the interplay of socio-economic, cultural andspatial-material processes, as well as withinthe reciprocity of individual and institutionalstrategies. The interdisciplinary perspectiveintroduced in the analysis of processes observedin residential and public spaces incorporatestheoretical and methodological approaches applied in sociological, architectural, planning andbusiness studies. The latest research projectsencompass inquiries of, for example, residents’and property owners’ expectations towardssustainable development of heritage space inTallinn Old Town, or formation of citizens’ (incl.youth) preferences and choices at urban residential markets, including private rental markets.
Important results
Talk, T.; Ojamäe, L.; Paadam, K.; Alatalu, R. (2023). The „Venice Syndrome“ in Tallinn Old Town. Journal of Cultural Heritage Management and Sustainable Development. DOI: 10.1108/JCHMSD-03-2022-0046.
Related projects
Related department
Publications related to the research group
- Hollebeek, L. D., Sprott, D. E., Riisalu, R. et al. Beyond the Big Five : the effect of machiavellian, narcissistic, and psychopathic personality traits on stakeholder engagement // Psychology & Marketing (2022) vol. 39, 6, p. 1230-1243.
https://doi.org/10.1002/mar.21647 - Rather, R. A., Hollebeek, L. D., Vo-Thanh, T., Ramkissoon, H., Leppiman, A., Smith, D. Shaping customer brand loyalty during the pandemic : The role of brand credibility, value congruence, experience, identification, and engagement // Journal of Consumer Behaviour (2022) vol. 21, 5, p. 1175-1189.
https://doi.org/10.1002/cb.2070 - Hollebeek, L. D., Urbonavicius, S., Parts, O. et al. Stakeholder engagement and business model innovation value // The service industries journal (2022) vol. 42, 1-2, p. 42-58.
https://doi.org/10.1080/02642069.2022.2026334 - Kumar, P., Hollebeek, L. D., Kar, A. K., Kukk, J. Charting the intellectual structure of customer experience research // Marketing Intelligence & Planning (2023) vol. 41, 1, p. 31-47.
https://doi.org/10.1108/MIP-05-2022-0185 - Hollebeek, L., Sharma, T., Pandey, R., Sanjal, P., Clark, M Fifteen years of customer engagement research : a bibliometric and network analysis // Journal of Product & Brand Management (2022) vol. 31, 2, p. 293-309.
https://doi.org/10.1108/JPBM-01-2021-3301 - Hollebeek, L. D., Clark, M. K., Hammedi, W., Arvola, R. Cocreated brand value : theoretical model and propositions // Journal of Brand Management (2021) vol. 28, 4, p. 413-428.
https://doi.org/10.1057/s41262-021-00235-9 - Hollebeek, L.D., Smith, D.L.G., Kasabov, E. et al. Customer brand engagement during service lockdown // Journal of services marketing (2021) vol. 35, 2, p. 201-209.
https://doi.org/10.1108/JSM-05-2020-0199 - Kaur, H., Paruthi, M., Islam, J., Hollebeek, L. D. The role of brand community identification and reward on consumer brand engagement and brand loyalty in virtual brand communities // Telematics and informatics (2020) vol. 46, art. 101321, 11 p. . ill.
https://doi.org/10.1016/j.tele.2019.101321 - Itani, O., Hollebeek, L. Light at the end of the tunnel : Visitors' virtual reality (versus in-person) attraction site tour-related behavioral intentions during and post-COVID-19 // Tourism Management (2021) vol. 84, art. 104290.
https://doi.org/10.1016/j.tourman.2021.104290 - Rather, R., Hollebeek, L. Customers’ service-related engagement, experience, and behavioral intent: moderating role of age // Journal of retailing and consumer services (2021) vol. 60, art. 102453, 10 p.
https://doi.org/10.1016/j.jretconser.2021.102453 - Rather, R.A., Hollebeek, L.D., Rasoolimanesh, S.M. First-time versus repeat tourism customer engagement, experience, and value co-creation: An empirical investigation // Journal of travel research (2021) vol. 61, 3, p. 549-564.
https://doi.org/10.1177/0047287521997572 - Khan, I., Hollebeek, L.D., Fatma, M., Islam, J.U., Riivits-Arkonsuo, I. Customer experience and commitment in retailing : does customer age matter? // Journal of Retailing and Consumer Services (2020) Vol. 57, Art. nr. 102219.
https://doi.org/10.1016/j.jretconser.2020.102219 - Khan, I., Hollebeek, L., Fatma, M., Islam, J., Rahman, Z. Brand engagement and experience in online services // Journal of services marketing (2020) Vol. 34, 2, p. 163−175.
https://doi.org/10.1108/JSM-03-2019-0106 - Hollebeek, L. D., Clark, M. K., Andreassen, T. W. et al. Virtual reality through the customer journey : framework and propositions // Journal of retailing and consumer services (2020) vol. 55, art. 102056.
https://doi.org/10.1016/j.jretconser.2020.102056 - Hollebeek, L. D., Sprott, D. E., Brady, M. K. Rise of the machines? Customer engagement in automated service interactions // Journal of Service Research (2021) vol. 24, 1, p. 3−8.
https://doi.org/10.1177/1094670520975110 - Hollebeek, L.D., Kumar, V., Srivastava, R.K. From customer-, to actor-, to stakeholder engagement: taking stock, conceptualization, and future directions // Journal of Service Research (2022) Vol. 25, 2, p. 328-343.
https://doi.org/10.1177/1094670520977680 - Behnam, M., Hollebeek, L., Clark, M., Farabi, R. Exploring customer engagement in the product vs. service context // Journal of retailing and consumer services (2021) vol. 60, art. 102456, 9 p.
https://doi.org/10.1016/j.jretconser.2021.102456 - Hollebeek, L., Belk, R. Consumers’ technology-facilitated brand engagement and wellbeing : positivist TAM/PERMA- vs. consumer culture theory perspectives // International Journal of Research in Marketing (2021) vol. 38, 2, p. 387-401.
https://doi.org/10.1016/j.ijresmar.2021.03.001 - Hollebeek, L., Das,K., Shukla, I. Game on! How gamified loyalty programs boost customer engagement value // International journal of information management (2021) vol. 61, art. 102308, 10 p. : ill.
https://doi.org/10.1016/j.ijinfomgt.2021.102308 - Clark, M. K., Lages, C. R., Hollebeek, L. D. Friend or foe? Customer engagement’s value-based effects on fellow customers and the firm // Journal of Business Research (2020) vol 121, p. 549-556.
https://doi.org/10.1016/j.jbusres.2020.03.011 - Leclercq, T., Poncin, I., Hammedi, W., Kullak, A., Hollebeek, L. D. When gamification backfires : the impact of perceived justice on online community contributions // Journal of Marketing Management (2020) Vol. 36, 5-6: The Future of Technology in Marketing; Utopia or Dystopia?, p. 550-577.
https://doi.org/10.1080/0267257X.2020.1736604 - Abbasi, A.Z., Asif, M., Hollebeek, L.D., Islam, J.U., Ting, D.H., Rehman, U. The effects of consumer esports videogame engagement on consumption behaviors // Journal of Product and Brand Management (2021) Vol. 30, 8, p. 1194 - 1211.
https://doi.org/10.1108/JPBM-04-2020-2839 - Rather, R. A., Hollebeek, L. D. Experiential marketing for tourism destinations // The Routledge Handbook of Tourism Experience Management and Marketing. London : Routledge, 2020. 12 p.
https://doi.org/10.4324/9780429203916 - Vaikma, H., Kaleda, A., Rosend, J., Rosenvald, S. Market mapping of plant-based milk alternatives by using sensory (RATA) and GC analysis // Future foods (2021) vol. 4, art. 100049.
https://doi.org/10.1016/j.fufo.2021.100049 - Hollebeek, L.D., Abbasi, A.Z., Schultz, C.D., Ting, D.H., Sigurdsson, V. Hedonic consumption experience in videogaming : A multidimensional perspective // Journal of Retailing and Consumer Services (2022) Vol. 65, Art. 102892.
https://doi.org/10.1016/j.jretconser.2021.102892 - Kuppelwieser, V. G., Klaus, P., Manthiou, A., Hollebeek, L. D. The role of customer experience in the perceived value–word-of-mouth relationship // Journal of services marketing (2022) vol. 36, 3, p. 364-378 : ill.
https://doi.org/10.1108/JSM-11-2020-0447 - Hollebeek, Linda D., Sprott, David E., Sigurdsson, Valdimar, Clark, Moira K. Social influence and stakeholder engagement behavior conformity, compliance, and reactance // Psychology and Marketing (2022) vol. 39, 1, p. 90-100.
https://doi.org/10.1002/mar.21577 - Andreson, M., Kazantseva, J., Kuldjärv, R., Malv, E., Vaikma, H., Kaleda, H., Kütt, M.-L., Vilu, R. Characterisation of chemical, microbial and sensory profiles of commercial kombuchas // International journal of food microbiology (2022) vol. 373, art. 109715.
https://doi.org/10.1016/j.ijfoodmicro.2022.109715 - Hollebeek, L. D., Clark, M. K., Macky, K. Demystifying consumer digital cocreated value : social presence theory-informed framework and propositions // Recherche et applications en marketing (2021) vol. 36, 4, p. 24-42.
https://doi.org/10.1177%2F2051570720961986 - Hussain, A., Abbasi, A., Hollebeek, L. D., Schultz, C. D., Ting, D. H., Wilson, B. Videogames-as-a-service : converting freemium- to paying-users through pop-up advertisement value // Journal of services marketing (2022) vol. 36, 3, p. 398–415 : ill.
https://doi.org/10.1108/JSM-05-2020-0164 - Itani, O., Hollebeek, L. Consumers’ health-locus-of-control and social distancing in pandemic-based e-tailing services // Journal of services marketing (2021) vol. 35, 8, p. 1073-1091 : ill.
https://www.emerald.com/insight/content/doi/10.1108/JSM-10-2020-0410/full/html - Bozkurt, S., Gligor, D., Hollebeek, L. Ethnicity's effect on social media-based comment intention : comparing minority and majority consumers // Psychology and Marketing (2021) vol. 38, 11, p. 1895-1910.
https://doi.org/10.1002/mar.21549 - Kautish, P., Hollebeek, L.D., Khare, A., Rather, R.A. The effect of consumer values on engagement and behavioral intent : moderating role of age // Managing Disruptions in Business : Causes, Conflicts, and Control. Cham : Springer Nature, 2022. p. 263-289. (Palgrave Studies in Democracy, Innovation, and Entrepreneurship for Growth).
https://doi.org/10.1007/978-3-030-79709-6_14 - Rather, R., Hollebeek, L., Smith, D., Kukk, J., Ghasemi, M. Visitors' destination brand engagement's effect on co-creation : an empirical study // The Routledge Companion to Corporate Branding. London : Routledge, 2022. 17 p.
https://doi.org/10.4324/9781003035749 - Giertz, J.N., Hollebeek, L.D., Weiger, W.H., Hammerschmidt, M. The invisible leash: when human brands hijack corporate brands' consumer relationships // Journal of Service Management (2022) vol. 33, 3, p. 485-495.
https://doi.org/10.1108/JOSM-06-2021-0211 - Maslowska, E., Malthouse, E. C., Hollebeek, L. D. The role of recommender systems in fostering consumers' long-term platform engagement // Journal of Service Management (2022) vol. 33, 4-5, p. 721-732.
https://doi.org/10.1108/JOSM-12-2021-0487 - Hollebeek, L. D., Keeling, D. I., de Ruyter, K. Customer engagement design in industrial innovation // Industrial Marketing Management (2022) vol. 106, p. 83-89.
https://doi.org/10.1016/j.indmarman.2022.07.010 - Menidjel, C., Hollebeek, L., Leppiman, A., Riivits-Arkonsuo, I. Role of AI in enhancing customer engagement, loyalty and loyalty programme performance // Handbook of Research on Customer Loyalty. London : Edward Elgar, 2022. p. 316-331. (Research Handbooks in Business and Management series).
https://doi.org/10.4337/9781800371637.00032 - Nik Bakhsh, N., Riivits-Arkonsuo, I. Joint Business-to-Business recovery management : the moderating role of locus of failure // Agronomy research (2021) vol 19, 3, p. 1602–1616.
https://doi.org/10.15159/AR.21.105 - Michelson A., Paadam K., Ojamäe L., Leemet A., Loorberg J. Old Town Tallinn: Medieval built heritage amid transformation // Tourism, Cultural Heritage and Urban Regeneration. Cham : Springer, 2020. p. 71−83. (The urban book series).
https://doi.org/10.1007/978-3-030-41905-9_5 - Fokdal, J., Bina, O., Chiles, P., Ojamäe, L., Paadam, K. Setting the stage // Enabling the city : interdisciplinary and transdisciplinary encounters in research and practice. New York : Routledge, 2021. p. 3-15.
https://doi.org/10.4324/9780429297649 - Vaikma, H., Metsoja, G., Bljahhina, A., Rosenvald, S. Individual differences in sensitivity to bitterness focusing on oat and pea preparations // Future foods (2022) vol. 6, art. 100206.
https://doi.org/10.1016/j.fufo.2022.100206 - Vaikma, H., Kaleda, A., Rosend, J., Rosenvald, S. Erratum to “Market mapping of plant-based milk alternatives by using sensory (RATA) and GC analysis” [Future Foods, 4 (2021) 100049] (Future Foods (2021) 4, (S2666833521000393), (10.1016/j.fufo.2021.100049)) // Future Foods (2022) Vol. 6, Art. nr. 100166.
https://doi.org/10.1016/j.fufo.2022.100166 - Ojamäe, L., Paadam, K. A step towards an enjoyable city : joining expertise in redesigning public space along the "Main Street" in Tallinn // Enabling the city : interdisciplinary and transdisciplinary encounters in research and practice. New York : Routledge, 2021. p. 123-137 : ill.
https://doi.org/10.4324/9780429297649-11 - Kaleda, A., Talvistu, K., Vaikma, H., Tammik, M.-L., Rosenvald, S., Vilu, R. Physicochemical, textural, and sensorial properties of fibrous meat analogs from oat-pea protein blends extruded at different moistures, temperatures, and screw speeds // Future foods (2021) 4, art. 100092, 8 p. : ill.
https://doi.org/10.1016/j.fufo.2021.100092 - Kaleda, A., Talvistu, K., Vaikma, H., Tammik, M.-L., Rosenvald, S., Vilu, R. Erratum to "Physicochemical, textural, and sensorial properties of fibrous meat analogs from oat-pea protein blends extruded at different moistures, temperatures, and screw speeds" [Future Foods, 4 (2021) 100092] // Future foods (2022) vol. 6, dec., art. 100162.
https://doi.org/10.1016/j.fufo.2022.100162 - Bina, O., Fokdal, J., Chiles, P., Paadam, K., Ojamäe, L. The inter- and transdisciplinary process : a framework // Enabling the city : Interdisciplinary and transdisciplinary encounters in research and practice. New York : Routledge, 2021. p. 17-33 : ill.
https://doi.org/10.4324/9780429297649-3 - Nik Bakhsh, N., Riivits-Arkonsuo, I. The value co-creation through joint failure recovery : B2B settings // Journal of creating value (2022) vol. 8, 1, p. 45–57.
https://doi.org/10.1177/23949643221086463 - Hollebeek, L. D., Muniz-Martinez, N., Clark, M. K., Simanaviciute, A., Letukyte, N. Customer engagement in emerging markets : framework and propositions // Organizations and Markets in Emerging Economies (2022) vol. 13, 2, p. 284-299.
https://doi.org/10.15388/omee.2022.13.80 - Fokdal, J., Bina, O., Chiles, P., Ojamäe, L., Paadam, K. (eds.). Enabling the city : interdisciplinary and transdisciplinary encounters in research and practice. New York : Routledge, 2021. XI, 314 p. : ill.
https://doi.org/10.4324/9780429297649 "Enabling the city" - Prilenska, V., Paadam, K., Liias, R. Challenges of civic engagement in the (post-socialist) transitional society: experiences from waterfront urban areas Mezapark in Riga and Kalarand in Tallinn // Journal of architecture and urbanism (2020) vol. 44, 2, p. 109-121.
https://doi.org/10.3846/jau.2020.12223 - De Angelis, D., Kaleda, A., Pasqualone, A., Vaikma, H., Tamm, M., Tammik, M.-L. et al. Physicochemical and sensorial evaluation of meat analogues produced from dry-fractionated pea and oat proteins // Foods (2020) vol. 9, 12, art. 1754, 15 p.
https://doi.org/10.3390/foods9121754 - Hollebeek, L., Srivastava, R., Chen, T. S-D logic-informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM // Journal of the academy of marketing science (2019) vol. 47, 1, p. 161−185.
https://doi.org/10.1007/s11747-016-0494-5 - Hollebeek, L.D., Macky, K. Digital Content Marketing's Role in Fostering Consumer Engagement, Trust, and Value: Framework, Fundamental Propositions, and Implications // Journal of interactive marketing (2019) vol. 45, p. 27−41.
https://doi.org/10.1016/j.intmar.2018.07.003 - Rather, R., Hollebeek, L. Tourism-based customer engagement : the construct, antecedents, and consequences // The service industries journal (2019) vol. 39, 7-8, p. 519-540.
https://doi.org/10.1080/02642069.2019.1570154 - Islam, J., Hollebeek, L.D., Rahman, Z. et al. Customer engagement in the service context : An empirical investigation of the construct, its antecedents and consequences // Journal of retailing and consumer services (2019) vol. 50, p. 277-285.
https://doi.org/10.1016/j.jretconser.2019.05.018 - Rather, R., Hollebeek, L. Exploring and validating social identification and social exchange-based drivers of hospitality customer loyalty // International journal of contemporary hospitality management (2019) vol. 31, 3, p. 1432-1451.
https://doi.org/10.1108/IJCHM-10-2017-0627 - Hollebeek, L., Rather, R. Service innovativeness and tourism customer outcomes // International journal of contemporary hospitality management (2019) vol. 31, 11, p. 4227-4246 : ill.
https://doi.org/10.1108/IJCHM-03-2018-0256 - Hollebeek, L. D., Sprott, D. E., Andreassen, T. W. et al. Customer engagement in evolving technological environments : synopsis and guiding propositions // European Journal of Marketing (2019) vol. 53, 9, p. 2018-2023.
https://doi.org/10.1108/EJM-09-2019-970 - Islam, J., Rahman, Z., Hollebeek, L. D. The role of consumer engagement in recovering online service failures : an application of service-dominant logic // Handbook of research on customer engagement. Cheltenham : Edward Elgar Publishing, 2019. p. 456-469 : ill. (Research Handbooks in Business and Management series).
https://doi.org/10.4337/9781788114899.00030 - Hollebeek, L. D., Islam, J., Macky, K. et al. Personality-based consumer engagement styles : conceptualization, research propositions and implications // Handbook of research on customer engagement. Cheltenham : Edward Elgar Publishing, 2019. p. 224-244. (Research Handbooks in Business and Management series).
https://doi.org/10.4337/9781788114899.00017 https://www.ester.ee/record=b5290824*est - Karahasanović, A., Hollebeek, L. D., Chasanidou, D., Gurau, C. Temporality of customer engagement in service innovation : a theoretical model // Handbook of research on customer engagement. Cheltenham : Edward Elgar Publishing, 2019. p. 376–390 : ill. (Research Handbooks in Business and Management series).
https://doi.org/10.4337/9781788114899 - Hollebeek, L. D., Sprott, D. E., Andreassen, T. W. Guest editorial // European Journal of Marketing (2019) vol. 53, 9, p. 1665-1670.
https://doi.org/10.1108/EJM-09-2019-969 - Hollebeek, L. D., Sprott, D. E. Introduction to the handbook of research on customer engagement // Handbook of research on customer engagement. Cheltenham : Edward Elgar Publishing, 2019. p. 1-3. (Research Handbooks in Business and Management series).
https://www.ester.ee/record=b5290824*est https://doi.org/10.4337/9781788114899.00005 - Hollebeek, L. D., Sprott, D. E. (eds.). Handbook of research on customer engagement. Cheltenham : Edward Elgar Publishing, 2019. xxiii, 506 p. : ill. (Research Handbooks in Business and Management series).
https://www.ester.ee/record=b5290824*est https://doi.org/10.4337/9781788114899 - Marbach, J., Borghei Razavi, N., Lages, C. R., Hollebeek. L. D. Positively and negatively valenced customer engagement : the constructs and their organizational consequences // Handbook of research on customer engagement. Cheltenham : Edward Elgar Publishing, 2019. p. 291–310 : ill. (Research Handbooks in Business and Management series).
https://doi.org/10.4337/9781788114899.00021 https://www.ester.ee/record=b5290824*est - Kukk, J., Leppiman, A. The significance of value-in-experience in the age of digitalisation // Managing complexity and creatingi Innovation through design. Oxford : Routledge, 2019. 10 p.
https://doi.org/10.4324/9780429022746-14 - Hollebeek, L. D., Urbonavicius, S., Sigurdsson, V., Arvola, R., Clark, M. K. Customer journey value : a conceptual framework // Journal of creating value (2023) vol. 9, 1, p. 8-26.
https://doi.org/10.1177/23949643231157155