Eeva-Liisa Oikarinen

Service encounters with virtual agents: an examination of perceived humanness as a source of customer satisfaction

Magnus Söderlund, Eeva-Liisa Oikarinen · European Journal of Marketing · 2021 · 93 citations · Full text

Customer Experience, Customer Satisfaction, Digital Marketing +23

Recover from a service failure: The differential effects of brand betrayal and brand disappointment on an exclusive brand offering

Teck Ming Tan, M.S. Balaji, Eeva-Liisa Oikarinen et al. · Journal of Business Research · 2020 · 89 citations · Full text

Brand Disappointment, Brand Equity, Service Recovery +10

B2B brands on Twitter: Engaging users with a varying combination of social media content objectives, strategies, and tactics

Mari Juntunen, Elvira Ismagilova, Eeva-Liisa Oikarinen · Industrial Marketing Management · 2019 · 88 citations · Full text

Exploring customer’s mobile banking experiences and expectations among generations X, Y and Z

Ghazal Shams, Mohsin Abdur Rehman, Sarminah Samad et al. · Journal of Financial Services Marketing · 2020 · 78 citations

Customer Satisfaction, Fintech, Mobile Marketing +11

The happy virtual agent and its impact on the human customer in the service encounter

Magnus Söderlund, Eeva-Liisa Oikarinen, Teck Ming Tan · Journal of Retailing and Consumer Services · 2020 · 67 citations · Full text

Customer Experience, Customer Satisfaction, Consumer Research +32