Our Community
To our community at Service Pulse belongs: researchers, designers and co-writers in form of colleagues, friends and family.
Researchers
Helena Liewendahl
Founder, PhD
After defending my doctoral thesis at Hanken in 2014 on “Employee Motivation to Live up to Value Propositions,” I continued my research on this topic. Along with colleagues and companies, we developed the first digital version of the Service Pulse research tool to assess employee readiness in fulfilling promises and value propositions. Currently, I conduct research affiliated with CERS, Hanken. I enjoy action and participative research with societal impact, following Nordic School principles. My research, inspired by future studies and service design, focuses on organizations’ readiness to fulfill customer promises by exploring co-workers’ alignment with service, brand, and ESG promises, applying a humanistic co-workership perspective.
Maria Ekström
Researchers, PhD
During the last two decades I have held positions as marketing lecturer, researcher, e-learning developer (virtual university), information specialist / pedagogic developer and project manager, mainly in academic institutions (Hanken School of Economics, Arcada University of Applied Sciences, Aalto University and Laurea University of Applied Sciences).
Currently I am working as principal lecturer at Laurea University of Applied Sciences, educating students in multidisciplinary teams (future nurses, social workers, and business professionals).
My doctoral dissertation in 2008 was about “Identifying processes constructing the senior consumer identity”
Anu Helkkula
Researcher, PhD
Dr Anu Helkkula, Manager of Hanken PhD Programme, PhD in service research (Hanken School of Economics). She is well published, her research focusses on service design, experience, value, AI, occupational wellbeing, and healthcare service. She has organized many research projects with many companies and organizations.
Minna Pura
Research, PhD
I am a Service Pulse Facilitator and a Senior Advisor. I specialize in quantitative, predictive analysis research techniques & change management. As a Senior Lecturer at Laurea my current post doc research focuses on transformative leadership, AI, innovations, strategic foresight, futures literacy and corporate social responsibility. I provide consultation and workshops on real time strategy, CSR, and business design. I am also active as a board professional and a certified facilitator of LEGO® SERIOUS PLAY® method and materials. As a coach, I promote resilience and wellbeing at work with the help of engaging, gamified, participatory techniques.
Kristina Heinonen
Senior Advisor, PhD
Kristina Heinonen is Professor of Service and Relationship Marketing and Head of Subject at the Department of Marketing at Hanken School of Economics, Helsinki, Finland. She is a well-known researcher in the field of service research, with a particular focus on service innovation, customer experience, service technologies, and customer-driven service strategy. Professor Heinonen is also the founder and project leader of the Finnish Innovation Index project, which is an annual survey-based study that measures the innovation capabilities of Finnish companies.
Sonja Sarasvuo,
Researcher, PhD
I am a post-doctoral researcher associated with the Centre for Relationship Marketing and Service Management at Hanken School of Economics. My research focuses on the topics of brand identity and brand management, and I enjoy collaborating with companies and organizations to bring research insights into practice.
My doctoral thesis explored the diversity of stakeholders’ perceptions of companies in a B2B service context and problematized the assumptions of coherence and consistency as guiding principles for corporate branding. The thesis investigates how diversity emerges in companies’ identities and brands from both employee and customer viewpoints and touches upon how brands can become more diversity-oriented. My research has appeared in the Journal of Business Research, Industrial Marketing Management, and the Journal of Product & Brand Management.
Members
Päivi Kousa
MBA, Service Pulse Facilitator
I am hands-on work-life development professional, psychodynamic coach, change-agent consultant, workplace counsellor, trainer, and Service Pulse facilitator. I´m also certified in mindfulness-based development methods. I am experienced in building healthy organizational cultures, grounded in human interaction, communication, and relationship quality.
I have an MBA in Regenerative Leadership. Currently I am a doctoral applicant, and my research focuses on attachment styles at work and employee wellbeing. The focus is particularly on employees’ holistically experienced safety in a service context.
I have 30 years of experience in several industries (in multinational companies, SMEs, and start-ups) as process developer, counterparty credit risk specialist, different manager positions, executive councils, and country director positions.
I have a passion for applied cross-disciplinary research with a societal impact.
Eija Komulainen
Senior Advisor
During the past 3 decades I have worked at the core of strategic HRM in several management teams and industries in different multinational companies. Throughout my working life, my passion has been understanding the combination of people, organisational .During the past 3 decades I have worked at the core of strategic HRM in several management teams and industries in different multinational companies. Throughout my working life, my passion has been understanding the combination of people, organisational culture, and strategic business. I have learned how important mutual commitment of the management and people in the company is, and how it at best affects the success of the operations, employee well-being and business results.
At Service Pulse I support our clients to enhance their strategic alignment of employee well-being, customer value and financial results by operationalizing our research findings and intervention design.
Tess Stigzelius
Sustainability Advisor
Sustainability has been part of my long-term personal interest and commitment. I have a professional background working with human rights, combating human trafficking as well as working as an energy management consultant where I have gained valuable insights on the energy sector. I strongly believe Corporate Responsibility is an important part of a comprehensive approach to tackle issues such as forced and child labour in supply chains as well as the environmental challenges we are facing today.
Wilhelmina Syrenius
UX UI Designer
I’m a B.A. student in Digital Marketing with a minor in Graphic Design. Experienced with WordPress, Photoshop, Illustrator, InDesign and Premier Pro. In addition, I have experiences within app-development and coordinating events.
Mattias Nordling
CTO
Technology and problem solving have been an interest of mine since the 1990’s. I have a M.Sc degree in Computer Science and 15+ years of work experience in projectmanagement for ERP/HRMs and SaaS solutions from global suppliers.
Jens Smeds
IT & Software Specialist
I am a software development professional with experience of a diverse set of software development tasks in different environments, ranging from large corporations to small start-ups, around Europe. My core expertise is value-driven development of tailor-made software solutions as well as agile development processes and practices. Adding to my previous experience in internal product development, during the past few years, I have worked mostly with consulting, aiding companies to develop modern web-based software.
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