Jukka Ojasalo

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The purpose of this study is to describe customer-related knowledge utilisation in the collaborative relationships of professional service organisations. Within this specific context, knowledge transfer capabilities are emphasised as an important prerequisite in the utilisation process. Effective organisation-level knowledge utilisation is crucial in(More)
The purpose of this article is to increase the knowledge of technologies and services of smart homes for disabled people. There is a clear need for such new knowledge since the number of disabled people is significant and growing in EU, US and worldwide in general. Indeed, new technologies and services of smart homes have the potential to increase(More)
The purpose of this article is to examine the theoretical foundations of e-service quality and develop a conceptual model for it. Even though e-service quality has increasingly attracted the attention of researchers, the existing research in this area is mostly focused on identifying quality dimensions of e-services without any deeper attention to the(More)
  • Jukka Ojasalo
  • 2008 IEEE International Conference on Service…
  • 2008
The purpose of this paper is to discuss the dynamic nature of customer perceived service quality and conceptualize this phenomenon. Earlier service quality models have mostly found service quality to result from a single service transaction or single service assignment or project. Although some of these models include elements that connect the service(More)
What are the main elements of successful Key Account Management (KAM)? What is the nature of quality for the company and for the individual in business-to-business relationships? What kind of managerial practices are required at the company and individual level in Key Account Management? This paper focuses on these central aspects of KAM. It describes the(More)
Key Account Management (KAM) is surprisingly little known marketing approach in retailing and consumer services context, however it has much to offer to companies in these industries. It provides an effective, practical and rather simple method for companies interested in increasing their profits by right customer and relationship management. Indeed, KAM is(More)
The purpose of this paper is to increase knowledge of central issues in building a concept for an open innovation platform for a city’s needs. So far, there is very little knowledge of the fundamental question that needs to be answered when building up an innovation platform which aims at developing solutions to a city’s problems and needs. This paper(More)
The purpose of this study is to increase the knowledge of responsibility and decision making transfer in public safety and security emergencies. The vast amount of literature dealing with emergencies includes surprisingly little empirically grounded knowledge of responsibility and decision making transfer in emergency management. The article is based on the(More)