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Personal profile

Personal information

Mirella Kleijnen obtained her PhD from the School of Business and Economics, Maastricht University, the Netherlands. Her PhD thesis focused on consumer evaluations of mobile service innovations. Her work has been published in several academic journals, among which Journal of Retailing, Journal of Services Research, International Journal of Management Reviews, Journal of Interactive Marketing, and Journal of Economic Psychology.

Research

Her current research interests include adoption versus resistance toward innovation, customer experience management, digital marketing, and more recently health marketing.

Teaching

From an education perspective, she’s strongly embedded within different teaching programs, including bachelor, master, and post-graduate level. Courses include Consumer Science for Online Commerce, Marketing Sustainable Innovations, Creativity & innovation, Marketing Strategy and MSc Thesis coordination and supervision. Moreover, she is the program director of the BSc International Business Administration. 

Grants

MSI Research Grant "Social interactions and social media marketing"
$ 9,400 grant for the project: “Moments that matter: The impact of online social interaction on the customer journey”, together with Anne Kranzbühler (Vrije Universiteit Amsterdam)

MSI “Ideas Challenge” Grant
$ 10,000 seeding grant for the project: “The Customer Innovation Journey: Incorporating Customers Effectively in the Innovation Process via Social Media”, together with Corine Noordhoff (Vrije Universiteit Amsterdam), Koen Pauwels (Ozyegin University, Istanbul) and Rosanna Garcia (Northeastern University, Boston)

Prizes and Awards

SBE Best Lecturer Award 2011 
Award granted by the Student Counsil of the School of Business and Economics.

EJM Highly Commended Reviewer Award 2010 
Award granted by the European Journal of Marketing for outstanding review activities for the journal. 

JR Best Paper Award
Best paper award for the article “An Assessment of Value Creation in Mobile Service Delivery and the Moderating Role of Time Consciousness” in the Special Issue on “Competing through Service Excellence” in the Journal of Retailing (2007), sponsored by the Center for Services Leadership, W. P. Carey School of Business, Arizona State University.  

Ancillary activities

No ancillary activities

Ancillary activities are updated daily

Fingerprint Fingerprint is based on mining the text of the person's scientific documents to create an index of weighted terms, which defines the key subjects of each individual researcher.

innovation Social Sciences
grant Social Sciences
social network Social Sciences
marketing Social Sciences
customer Social Sciences
interaction Social Sciences
science Social Sciences
social media Social Sciences

Network Recent external collaboration on country level. Dive into details by clicking on the dots.

Research Output 2001 2019

Outsourcing the pain, keeping the pleasure: effects of outsourced touchpoints in the customer journey

Kranzbühler, A. M., Kleijnen, M. H. P. & Verlegh, P. W. J., 2019, (Accepted/In press) In : Journal of the Academy of Marketing Science.

Research output: Contribution to JournalArticleAcademicpeer-review

Pain
Pleasure
Outsourcing
Brand evaluation
Consumer responsibility

Orchestrating the customer journey: Four essays on how to create meaningful customer experiences

Kranzbühler, A. M., 2018, 252 p.

Research output: PhD ThesisPhD Thesis - Research VU, graduation VUAcademic

Open Access
File

The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda

Kranzbuhler, A. M., Kleijnen, M. H. P., Morgan, R. & Teerling, M., 2018, In : International Journal of Management Reviews. 20, 2, p. 433-456

Research output: Contribution to JournalArticleAcademicpeer-review

Open Access
Time and motion study
Decision making
Customer experience
Research agenda

Mobile shopper marketing: Key issues, current insights, and future research avenues

Shankar, V., Kleijnen, M. H. P., Ramanathan, S., Rizley, R., Holland, S. & Morrissey, S., 2016, In : Journal of Interactive Marketing. 34, May, p. 37-48

Research output: Contribution to JournalArticleAcademicpeer-review

Shopper marketing
Purchase
Shopping
Employees
Process model

Mandatory use of technology-based self-service: does expertise help or hurt?

Reinders, M. J., Frambach, R. T. & Kleijnen, M. H. P., 2015, In : European Journal of Marketing. 49, 1/2, p. 190-211

Research output: Contribution to JournalArticleAcademicpeer-review

Expertise
Technology-based self-service
Evaluation
Self-service technology
Disconfirmation

Activities 2008 2018

  • 6 Editorial work
  • 6 Lecture / Presentation

Journal of Business Research (Journal)

Kleijnen, M. H. P. (Associate editor)
Sep 2018 → …

Activity: Peer review and Editorial workEditorial workAcademic

Journal of Service Research (Journal)

Kleijnen, M. H. P. (Member of editorial board)
Aug 2017 → …

Activity: Peer review and Editorial workEditorial workAcademic

Journal of Service Research (Journal)

Kleijnen, M. H. P. (Member of editorial board)
2017

Activity: Peer review and Editorial workEditorial workAcademic

Journal of Business Research (Journal)

Kleijnen, M. H. P. (Member of editorial board)
2016

Activity: Peer review and Editorial workEditorial workAcademic

Journal of Business Research (Journal)

Kleijnen, M. H. P. (Member of editorial board)
Apr 2016 → …

Activity: Peer review and Editorial workEditorial workAcademic

Prizes

EJM Highly Commended Reviewer Award

M.H.P. Kleijnen (Recipient), 2009

Prize: Prize / AwardAcademic

Research grant of the Marketing Science Institute ($9,400)

Anne-Madeleine Kranzbühler (Recipient) & M.H.P. Kleijnen (Recipient), 2014

Prize: Prize / AwardAcademic

grant
marketing
interaction
science
social media

Top cited article 2007-2011 in Journal of Research

M.H.P. Kleijnen (Recipient), K. de Ruyter (Recipient) & M.G.M. Wetzels (Recipient), 2012

Prize: Prize / AwardAcademic