Mirella Kleijnen is Professor of Customer Experience Management at the Marketing Department of the School of Business and Economics (SBE), Vrije Universiteit Amsterdam. She also serves as a Vice Dean of Education on the Board of SBE and as of January 1, 2023 she has taken up the role of Co-Editor in Chief of the Journal of Business Research. Covering 15 different tracks, the research published examines a wide variety of business decision contexts, processes and activities, developing insights that are meaningful for theory, practice, and/or society at large.
Mirella obtained her PhD from the School of Business and Economics, Maastricht University. Her research has been widely published in marketing journals (e.g., Journal of Marketing Research, Journal of the Academy of Marketing Science, Journal of Retailing) as well as journals publishing technology and service management topics (e.g., Journal of Service Research, Journal of Interactive Marketing, Journal of Economic Psychology, International Journal of Management Reviews, Journal of Cleaner Production). Mirella is also Associate Editor of Journal of Service Research.
She is the recipient of several best paper, reviewer, and teaching excellence awards and most recently was named Insights Scientist of the Year (2022) at the MOA Awards for her contributions to customer experience management in the digital age. Her current research projects include topics within customer experience management, adoption versus resistance toward innovation, digital marketing and, more recently, health marketing.
