Jonas Holmqvist

Jonas Holmqvist
Kedge Business School, Bordeaux

PhD

About

37
Publications
33,816
Reads
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844
Citations
Citations since 2016
20 Research Items
770 Citations
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2016201720182019202020212022050100150200
2016201720182019202020212022050100150200
2016201720182019202020212022050100150200
Additional affiliations
August 2011 - present
Kedge Business School
Position
  • Ass. Professor
January 2010 - June 2010
Università commerciale Luigi Bocconi
Position
  • PostDoc Position
July 2009 - December 2009
HEC Montréal - École des Hautes Études commerciales
Position
  • PostDoc Position

Publications

Publications (37)
Article
Purpose – The service management literature emphasizes the importance of communication, but language difficulties can make communicating in business settings more difficult. This paper addresses consumer willingness to communicate in a second language to identity the antecedents that drive consumer language preferences. Design/methodology/approach...
Article
More than half of the countries in the world are multilingual, and more than half the world's consumers speak more than one language. Thus, bilingual consumers often receive services provided in a second or nonnative language. This article examines these consumers' word-of-mouth intentions after a service provision in a second language. Two studies...
Article
Purpose – Despite the importance of the interaction between consumers and service personnel for how consumers perceive quality, service research assumes that both customers and service provider are perfectly able to interact with each other. This might not be the case on bilingual markets. This paper aims to examine customers' behavioral reactions...
Article
Full-text available
The service encounter depends on the interaction between consumer and company, with an active role for the consumer as a participant. Building on existing literature, this article argues that language influences how consumers perceive the service encounter in several important ways. In turn, service providers and service researchers must understand...
Article
Purpose The importance of the mutual interaction between consumers and the company in service encounters is widely recognised, but researchers have usually presumed that both parties are able to interact with each other. That is not always the case. If they do not share a common language, it may have consequences for the service encounter. This pap...
Chapter
Full-text available
This chapter extends the emerging literature on luxury services (Holmqvist et al. 2020; Wirtz et al. 2020) by developing the key concepts of hedonic escapism as well as multifaceted exclusivity. We first developed the role of hedonic escapism in rendering luxury services enjoyable and extraordinary. This represents a key implication for managers of...
Chapter
Full-text available
The world of luxury is undergoing rapid changes as many classic luxury brands embark on markedly different strategies to deal with an increasingly digital economy. Some luxury brands such as Chanel and Bottega Veneta have deliberately chosen to minimize the impact of digitization and instead focus even more heavily on the traditional service encoun...
Article
Full-text available
Discrimination represents an important moral problem in the field of business ethics, and is often directed against minority groups. While most of the extant literature studies discrimination against employees, this paper studies discrimination against minority customers, addressing whether customers speaking English with an accent are discriminate...
Article
Full-text available
This study adds to the growing body of research on consumption in global mobility, illustrating how mobile consumers navigate their economic reality by managing relationships with banks in different countries. Previous research argues that global mobility enables the liquid consumption logic that is access based, ephemeral and dematerialised. Drawi...
Article
Full-text available
Luxury brands have been reluctant to adopt technology-enhanced multi-actor interactions at the customer interface. This article synthesizes research on luxury and multi-actor interactions in non-luxury contexts to explore how luxury brands can adopt digitally enabled multi-actor service encounters. The literature is further supplemented by intervie...
Article
Full-text available
Value is an important part of the service literature, which increasingly recognizes that value cocreation is a process. The literature on the entire value process remains limited, however, with a lack of empirical evidence on how value is (co)created and what the different activities of service providers and customers are. Addressing this situation...
Article
Full-text available
Purpose The market for luxury is growing rapidly. While there is a significant body of literature on luxury goods, academic research has largely ignored luxury services. The purpose of this article is to open luxury services as a new field of investigation by developing the theoretical and conceptual underpinnings to build the luxury services liter...
Article
|| Purpose-This paper aims to investigate the dynamics of ephemerality within consumer tribes by conceptualizing how tribes constitute, disperse and reconstitute. Building upon assemblage thinking, a philosophical approach that redistributes agency from the subject to a web of interconnected human-material actants, this paper shows that tribes mani...
Article
How is luxury conceived in a modern and changing world? While luxury is a well-researched area in the domain of consumer goods, research on more consumer-focused forms of luxury is still nascent. Yet today luxury experiences drive the development of luxury markets and inconspicuous, private consumption of luxury is rising. In order to address these...
Article
Full-text available
This paper investigates the impact of genealogical language distance in cross-border communication on private participation infrastructure projects. Our analysis of 5440 projects in 64 countries (1990–2004) shows that the probability of success of private participation projects is lower in countries characterized by a larger genealogical language d...
Article
Understanding how consumers experience luxury represents a challenge; despite the rapid growth of luxury experiences over the past decade, luxury research remains focused on a product-logic. In responding to calls for more research into luxury experiences, we draw from a three year ethnographic study in theorizing “moments of luxury,” which we defi...
Article
Extant marketing research holds that customers prefer frontline personnel to speak the customers’ first language. Furthermore, current managerial practices instruct frontline employees to either use the customers’ first language or, in international settings, to use English. Through five studies in different retail and service contexts, we identify...
Article
Purpose: Recent research demonstrates how firms strive to shape their business environment and level the playing field in their favor. To explain this phenomenon, business scholars use competing notions: markets, business networks, and service ecosystems. We identify and address a potential problem, in that these notions overlap to a considerable e...
Article
This study analyzes how service employees' language use influences the authenticity of a service. The extant service literature on language use remains exclusively focused on the customer's perceptions of first language use in direct communication. Shifting the focus to the service employee, this paper posits that language could exert a wider influ...
Chapter
The development of social media on the Internet poses a challenge for luxury brands, as managers need to walk a fine line to keep the balance between ubiquity and exclusivity in social media (Hennigs et al. 2012). Luxury brands are increasingly using social media to raise brand awareness and build relationships with their customer base and try to e...
Article
Full-text available
Purpose – The field of service research has devoted considerable attention to the customer's role as value creator, but there is a lack of research on understanding customers' psychological processes in value creation. This paper highlights the importance of psychological distance in value-creation processes. Psychological distance is the customer'...
Conference Paper
This paper explains how engaging in an affordable practice enables consumers to experience moments of luxury. Recent consumer research on how consumers perceive luxury focuses on how luxury can become more accessible to ordinary consumers. This focus, however, remains largely product-oriented, leading to calls for more research into luxury practice...
Article
In this paper, we reinvestigate whether a stimulating store environment is beneficial or whether it could have a negative effect on consumers. Consistent with previous studies we find that the answer lies in the consumer's motivational orientation: a stimulating in-store experience has a positive effect on pleasantness and shopping intentions for c...
Article
In this paper, we reinvestigate whether a stimulating store environment is beneficial or whether it could have a negative effect on consumers. Consistent with previous studies we find that the answer lies in the consumer’s motivational orientation: a stimulating in-store experience has a positive effect on pleasantness and shopping intentions for c...
Chapter
This paper analyzes how the influence of native language use in service encounters varies among speakers of different languages. Studying speakers of four different languages for perceived importance of native language use in services, the results confirm that native language use influences consumers, but that its reasons differ between countries
Conference Paper
Full-text available
The nature of value for consumers has been of central interest in consumer research. However, understudied is the conceptualization of value at a market level. One reason is the disassociation of value perceptions and experiences from socially constructed repeated patterns of practices. Combining semiotic analysis and practice theory, the authors u...
Article
Despite the importance of interactions in services, the role language plays in services is an under-researched field. This paper outlines for which services language is especially important. Consistent across studies in three countries (Belgium, Canada and Finland), the findings suggest that bilingual consumers find it particularly important to be...
Conference Paper
Full-text available
The paper addresses the role that language plays in service contexts. The importance of good communication in service encounters has been demonstrated by many researchers, but not much attention has been paid to situations in which the communication has to be carried out in another language than the customer’s own. This paper, building on data...
Article
Concerning the origins of marketing it has been suggested that relationship marketing represents a return to an earlier, pre-industrial form of relationships. This paper examines the connection between pre-industrial relationships and current relationship marketing and aims at showing how these, although similar in some regards, display fundamental...
Article
Full-text available
Research paper Purpose In order for the consumer to participate successfully in the co-creation of value, he/she must be able to communicate with the company. The service literature has taken a common first language between the company and consumer for granted, but this is not always the case. The purpose is to examine to which extent consumers pre...

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Projects

Projects (4)
Project
This is an overview of my research projects in the field of luxury, including luxury services and digital luxury (both topics with Jochen Wirtz and Martin Fritze), moments of luxury and luxury escapism (with Carlos Diaz Ruiz and Lisa Peñaloza), value creation in luxury (with Luca Visconti, Christian Grönroos, Blandine Guais, and Aurélie Kessous) as well as unconvential luxury (with Thyra Thomsen, Sylvia von Wallpach, Andrea Hemetzberger and Russel Belk).
Project
The market for luxury is growing rapidly. While there is a significant body of literature on luxury goods, academic research has largely ignored luxury services. The purpose of this project is to open luxury services as a new field of investigation by developing the theoretical and conceptual underpinnings to build the luxury services literature and show how luxury services differ from both luxury goods and from ordinary (i.e. non-luxury) services.