Search results for "Asiakaskokemus"
showing 10 items of 51 documents
Customer perceived value, satisfaction, and loyalty: the role of willingness to share information
2016
This study proposes and tests an integrative model to examine the relationships among customers’ willingness to share information, satisfaction, perceived value, and loyalty in a retailing context. This study extends research on customers’ willingness to share information from trust and privacy concerns toward key outcome measures such as perceived value, customer satisfaction, and loyalty, and is thus among the first to model customers’ willingness to share information with companies in robust theoretical retailing frameworks. The proposed relationships were tested using data from two retailing contexts – groceries (N = 429) and do-it-yourself (DIY) (N = 895). Findings from the two samples…
User experience of an e-commerce website : a case study
2022
User Experience (UX) is extremely important for e-commerce websites and their commercial success. The goal of an e-commerce website is to generate sales and increase customer satisfaction, which is why helping users reach their goals efficiently and effortlessly is an essential part of the online customer journey. A well-designed website improves UX and guides the user towards taking the desired actions, which facilitate a smooth online customer journey. This chapter examines how UX contributes to the online customer journey on an e-commerce website and how the pragmatic and hedonic qualities of the website can meet user needs. By applying the cognitive walkthrough method and a UX questionn…
Understanding moderating effects in increasing share-of-wallet and word-of-mouth : A case study of Lidl grocery retailer
2018
This study examines how five moderating variables (the length of the customer relationship, following a company in print media and on social media, remembering online advertisements, and the customer’s age) affect the relationships between perceived value and loyalty and satisfaction and loyalty in the grocery retailing sector. A series of hypotheses were developed and tested with a sample of 2,072 discount retailer customers in Finland. The results support all the direct effects hypotheses and show that perceived value and satisfaction both have a positive effect on loyalty, measured as a share of wallet and word of mouth and that the effect of perceived value tends to be stronger in the s…
Selkäkipuasiakkaan fysioterapia suoravastaanottotoiminnassa : osaamista ja toteutusta
2020
Negatiiviset asiakaskokemukset ja diplomatia
2018
Tässä artikkelissa kerrotaan, kuinka negatiivisten sidosryhmien edustajat verkossa eritellään toisistaan ja milloin organisaation tulisi osallistua negatiivisiin asiakaskokemuksiin liittyviin keskusteluihin digitaalisissa ympäristöissä. Lisäksi tarkastellaan miten niin sanottu kuuntelemisen arkkitehtuuri hyödyttää organisaatioita negatiivisen viestinnän yhteydessä. Kappaleen lopussa annetaan myös viisi diplomatiaan pohjautuvaa neuvoa negatiivisen viestinnän kohtaamiseen. peerReviewed
Empiirinen tutkimus brändikokemuksen vaikutuksesta verkkokauppaympäristöjen käyttäjäkokemukseen ja käyttöaikeeseen
2015
Tutkielmassa tarkasteltiin brändikokemuksen vaikutusta verkkokauppaympäristöjen käyttäjäkokemukseen ja käyttöaikeeseen. Brändikokemusta tarkasteltiin kahden ulottuvuuden kautta: brändityytyväisyyden ja brändiluottamuksen. Käyttäjäkokemusta tarkasteltiin käytännöllisten (frustraation, kompetenssin ja hallinnan tunteen) ja esteettisten (kauneuden ja mielikuvituksettomuuden) tunteiden näkökulmista. Brändikokemuksen vaikutusta verkkokauppaympäristöjen käyttäjäkokemukseen ja käyttöaikeeseen tutkittiin kahdessa kokeellisessa tutkimuksessa. Tutkimukset toteutettiin osana Jyväskylän yliopiston käyttäjäpsykologian laboratoriossa tehtyä verkkokauppaympäristöjen käyttäjäkokemusta käsittelevää tutkimus…
The antecedents and outcomes of online consumer brand experience
2021
Websites are a remarkable cyber asset and a vital part of companies’ marketing communications and sales operations. This chapter discusses how online Consumer Brand Experience is created and affected by website qualities. We develop and test a research model concerning the antecedents and outcomes of Consumer Brand Experience with a sample of 202 respondents in Finland. The findings suggest that website appearance quality dimensions have a significant effect on evoking Consumer Brand Experience, whereas the technical quality dimension does not. Brand trust, electronic Word-of-Mouth intentions, and behavioural intentions are identified as outcomes of consumer brand experiences evoked by webs…
Examining key drivers of consumer experience with (non-financial) digital services : An exploratory study
2020
Recent advancements in the field of mobile information systems have transformed the consumer lifestyle as well as have changed the digital service landscape globally. This exploratory study identifies and describe key marketing drivers of consumer experience with non-financial transactions available on mobile banking apps. Data were gathered using semi-structured in-depth interviews from 12 respondents in Finland during March and April 2019. The qualitative analysis of the interview transcripts revealed three emerging themes i.e. the mobile banking app experiences and sustained usage of mobile banking apps are largely affected by consumers’ level of knowledge (consumer awareness), usefulnes…
Customer Engagement Enhancement on Instagram : Strategies for Small and Medium Enterprises
2022
This study aims to examine the effects of visual aesthetics (i.e., classical and expressive) and lengths of textual information (LTI) on customer engagement (i.e., likes and comments) in the contexts of Instagram and small and medium enterprises (SMEs). Data were collected through the content analysis on Instagram, consisting of 1,147 posts, 758,462 likes, and 24,059 comments from 10 fashion SMEs in Indonesia. The results demonstrate that longer LTI can improve likes and comments. In relation to visual aesthetics, while independently it has no effect on likes and comments, it negatively affects likes when combined with medium and long LTI. Theoretically, this study extends content marketing…
The role of sustainability in online customer experiences : a qualitative study on female fashion shoppers
2022
This qualitative study aims to understand sustainability’s role in responsible consumers’ Online Customer Experiences (OCEs). In this study, we focus on female fashion shoppers, and study three dimensions of their OCE: cognitive, affective, and social. Although online shopping and responsible consumer behaviour have increased tremendously, sustainability’s role in OCE has not been studied before from the customer’s perspective. The data consists of nine semi-structural interviews of Finnish female self-proclaimed responsible consumers and is analyzed with qualitative content analysis. The findings show that sustainability issues are present in all OCE dimensions, which are also all intercon…