Dr. Tomas Falk is an Associate Professor in the Department of Marketing, College of Business, Aalto University. His research generally focuses on questions related to customer satisfaction and service management. His current research activities aim at extending this focus on strategic service management by exploring issues such as customer centricity, customer co-creation and customer touchpoint management. More specifically current paper projects emphasize the following topics: Customer experience management in omni-channel environments Customer social media engagement Customer motives to use access-based services Dr. Tomas Falk is an Associate Professor in the Department of Marketing, College of Business, Aalto University. His research generally focuses on questions related to customer satisfaction and service management. His current research activities aim at extending this focus on strategic service management by exploring issues such as customer centricity, customer co-creation and customer touchpoint management. More specifically current paper projects emphasize the following topics: Customer experience management in omni-channel environments Customer social media engagement Customer motives to use access-based services

Customer social media engagement, Customer motives to use access-based services