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  1. Professor Magnus Söderlund

    Professor Magnus Söderlund Head of the Center for Consumer Marketing (CCM) at Stockholm School of Economics, Sweden

Professor Söderlund is Professor of Marketing and Head of the Center for Consumer Marketing (CCM) at the Stockholm School of Economics. He received his PhD in 1993, became associate professor in 1998 and full professor in 2008.

His current research interests comprise customer satisfaction, customer loyalty, and service encounters.

Example Academic Group article: Can a shop makeover really pay off?

Selected publications:

  • Söderlund M and Rosengren S, 2008, Revisiting the smiling service worker and customer satisfaction, International Journal of Service Industry Management, Vol.19, No. 5, 552-574.
  • Jevtushenko V, Landsberg M & Söderlund M, 2008, The football fan and the critical incident: How important are specific incidents for overall evaluations of the favourite club? In: Andersson P, Ayton P & Schmidt C (Eds.), Myths and facts about football: The economics and psychology of the world’s greatest sport, Cambridge Scholar Publishing, UK.
  • Söderlund M & Julander C-R, 2009, Physical Attractiveness of the Service Worker in the Moment of Truth and Its Effects on Customer Satisfaction, Journal of Retailing and Consumer Services, Vol. 16, No. 3, 216-226.
  • Söderlund M, 2010, Customer satisfaction and loyalty. In: Ekström K (Ed.), Consumer Behavior – A Nordic Perspective, Studentlitteratur, Lund.
  • Söderlund M & Rosengren S, 2010, The Happy versus Unhappy Service Worker in the Service Encounter: Assessing the Impact on Customer Satisfaction, Journal of Retailing and Consumer Services, Vol. 17, 161-169.
  • Söderlund M & Dahlén M, 2010, The “Killer” Ad: An Assessment of Advertising Violence, European Journal of Marketing, Vol. 44, No. 11/12, 1811-1838.
  • Söderlund M, 2011, Other customers in the retail environment and their impact on the customer’s evaluations of the retailer, Journal of Retailing and Consumer Services, Vol. 18, No.3, 174-182.
  • Söderlund M, 2011, Measuring satisfaction. In: Southerton D (Ed.), Encyclopedia of Consumer Culture, SAGE Publications.
  • Söderlund M & Gabrielson P, 2011, The “Give-the-Service-Customer-Special-Treatment-Approach:” What Happens when Other Customers are Present in the Service Encounter?, European Advances in Consumer Research, Vol. 9, 380-384.
  • Dahlén M & Söderlund M, 2012, The homicidol effect: Investigating murder as a fitness signal, The Journal of Social Psychology, 152 (2), 147-157.
  • Söderlund M & Berg H, 2012, Customer retail chain satisfaction rubs off on purchase intentions for other retail chains. In: Hagberg, J., Holmberg, U., Sundström, M. & Walter, L. (Eds.), Nordic Retail Research – Emerging diversity, BAS Publishers, University of Gothenburg, Gothenburg.
  • Söderlund M & Julander C-R, 2012, It matters who “they” think you are: Categorizing the customer in marketing communications and the effects on the customer. In: Rosengren S (Ed.), The Changing Roles of Advertising, Komm, Stockholm.
  • Söderlund M, 2013, Positive social behaviours and suggestive selling in the same service encounter, Managing Service Quality, 23 (4), 305-320.
  • Söderlund M & Julander C-R, 2013, An examination of the effects of message content that categorizes the customer. In: Rosengren S, Dahlén M & Okazaki S (Eds.),Advances in Advertising Research, Vol. 4, Springer Gabler, Wiesbaden, Germany.
  • Berg H & Söderlund M, 2013, Face value: Images of headless decorative models increase consumer identification and product attitudes. In: Rosengren S, Dahlén M & Okazaki S (Eds.), Advances in Advertising Research, Vol. 4, Springer Gabler, Wiesbaden, German