Search results for "Asiakaskokemus"
showing 10 items of 51 documents
Info screens as instruments for value co-creation : case: vehicle inspection industry
2016
Tämän tutkielman tavoitteena on tutkia miten arvo on yhteisluotu autokatsastusasemilla infotaulujen, uusin käyttöönotettu teknologia markkinoinnissa ja palvelun tuottamisessa tapauksen yrityksellä, kautta positiivisen palvelukokemuksen tuottamiseksi. Tutkimus on tulkitseva tapaustutkimus, jonka tiedonkeruu on suoritettu haastattelujen kautta ja analyysissä on käytetty temaattista näkökulmaa, jotta data on pystytty muuttamaan mielekkääksi graafiseksi esitykseksi. Tutkielman tapausyritys on yksityinen katsastusalan toimija, joka tarjoaa katsastuksien lisäksi ajoneuvorekisteröintejä ja kuljettajantutkintoja, muun muassa. Yritys toimii Suomen lisäksi Pohjois-Euroopassa. Tutkielman viitekehyksek…
Personalization and hedonic motivation in creating customer experiences and loyalty in omnichannel retail
2020
This study examines the effects of personalization and hedonic motivation on customer experience and its loyalty outcomes in omnichannel retail context. The study develops eight hypotheses which are tested using two survey samples (Finland (n = 2084) and Sweden (n = 2334). In addition, empirical analysis includes 20 semi-structured interviews. The findings support all the hypotheses confirming the positive relationships personalization and hedonic motivation have on cognitive and emotional customer experience components. Further, the positive effects of customer experience on loyalty are confirmed. The results provide both theoretical and managerial insights for improved CX and customer loy…
Emotional Business Intelligence : Enabling experience-centric business with the FeelingsExplorer
2014
The domain of Emotional Business Intelligence (EBI) aims to support business-relevant emotional and emotionaware decisions in addition to rational decision making. EBI originates from three root domains: Emotional Business, Emotional Intelligence and Business Intelligence (BI). In this paper we emphasize emotional empowerment of the traditional BI function; outline its main characteristics as a business working model of an emotionally smart, continuously learning organization; and introduce a first candidate of the EBI Toolkit, the FeelingsExplorer (FE). FE is a mash-up browser based on 4i (“ForEye”) technology, capable of visualizing objects in an emotional semantic space and thereby suppo…
Does airlines’ eco-friendliness matter? Customer satisfaction towards an environmentally responsible airline
2022
The looming climate crisis requires an immediate response, also on an individual level. Consumers are being asked to reduce and replace their carbon-intensive consumption behaviors. One of the consumption behaviors with the largest impact is air travel. The growing awareness among consumers has led to the advent of flight shaming, which could seriously endanger airlines' existing business models. One way for airlines to respond to this threat is by becoming more eco-friendly. We therefore wanted to study whether the environmental responsibility of an airline could be positively associated with customer satisfaction and whether that could translate into more customer loyalty towards an eco-f…
How Do QR Codes Enhance Customer Experience? : Omnichannel Customer Experiences in a Brick-and-Mortar Fashion Store
2023
In this qualitative study, we investigate how customers perceive QR codes enhancing their customer experience (CX) in the brick-and-mortar (B&M) store environment. Introducing QR codes to B&M stores is a part of the larger phenomenon of retailers creating omnichannel CXs by utilizing digital and cyber-physical elements in B&M stores. To collect data from real customers’ CXs, we displayed QR codes in a Finnish fashion brand’s B&M store and interviewed customers who had authentically visited the store. The QR codes displayed in the store were linked to a product information page on the brand’s online store, a brand ambassador’s Instagram posts, and an online survey. The data consist of 15 ind…
Customers’ QR Code Usage Barriers in a Brick-and-Mortar Store : A Qualitative Study
2023
The purpose of this study is to explore the factors that hinder customers from utilizing QR codes when they visit brick-and-mortar (B&M) stores. The research was conducted at a Finnish fashion retailer, where three types of QR codes were displayed for customers to use. In order to identify the barriers that customers face, two different sets of data were collected and analyzed: open-ended survey data (n = 101) and interview data (n = 16). The findings showed two main categories of barriers,customer and company related, with seven sub-barriers. The customer-related barriers included lack of interest in QR codes, user-related usage issues, desire for a device-free B&M store, and dislike towar…
The Cross-Channel Effects of In-Store Customer Experience in the Case of Omnichannel Fashion Retailing in Finland
2023
Although omnichannel retailing has emerged as a popular research topic in academic research, there are still gaps in our understanding of this phenomenon. One such gap concerns omnichannel customer experience and particularly the cross-channel or spillover effects of how customer experience in one channel may affect customer behaviour not only in that specific channel but also in the other channels of the same retailer. In this study, we aim to address this gap by examining how customer experience in the offline channel affects customer behaviour in both the offline and the online channel, more specifically how in-store customer experience affects both brick-and-mortar store and online stor…
Mitä mielenterveysongelmat ovat ja mikä mielenterveyshoidossa auttaa? : kokemuksia Länsi-Pohjan psykiatrian kyselytutkimuksen pilotoinnista
2022
Psykiatriassa on alettu korostaa sellaisten osallistavien tutkimus- ja hoitostrategioiden merkitystä, joilla pyritään huomioimaan mielenterveyspalveluita käyttävien ja heidän läheistensä yksilöllinen avuntarve. Eräs esimerkki on Länsi-Pohjan sairaanhoitopiirin (LPSHP) alueella kehitetty avoimen dialogin hoitomalli, jolla on saavutettu lupaavia hoitotuloksia. On kuitenkin epäselvää, miten malli on juurtunut LPSHP:n psykiatrian palvelujärjestelmään kehityshankkeiden jälkeen. Lisätietoa tarvitaan myös siitä, miten sekä työntekijät että asiakkaat itse näkevät erilaiset hoitokäytännöt ja sen, mistä psykiatrisen hoidon tarve lähtökohtaisesti johtuu. Näihin kysymyksiin pyrimme vastamaan LPSHP:n ps…
Digikehitysjohtajan tehtävissä tarvittavat kompetenssit : laadullinen tutkimus
2017
Tämän tutkimuksen tarkoituksena on selvittää kirjallisuuskatsauksen ja empiirisen tutkimuksen avulla: mitä kompetensseja digikehitysjohtajan (eng. Chief Digital Officer, CDO) tehtävissä tarvitaan? Digitalisaatio on Mooren lain aikaansaama teknologian kehittymisen ilmiö, joka saa aikaan muutoksia, niin yksilö-, yritys- kuin yhteiskuntatasoilla. Yritysten näkökulmasta siihen liittyy keskeisesti digitaalinen transformaatio, jossa teknologian mahdollisuuksia pyritään hyödyntämään yrityksessä digitalisoinnin avulla. Digitaalinen transformaatio vaikuttaa yrityksiin monella tavalla, ja sen hyödyt ovat parhaiten nähtä-vissä asiakaskokemuksessa, prosesseissa ja liiketoimintamalleissa. Transformaatio…
Contemporary Issues in Digital Marketing
2022
This book presents a comprehensive overview of the key topics, best practices, future opportunities and challenges in the Digital Marketing discourse. With contributions from world-renowned experts, the book covers: • Big Data, Artificial Intelligence and Analytics in Digital Marketing • Emerging technologies and how they can enhance User Experience • How ‘digital’ is changing servicescapes • Issues surrounding ethics and privacy • Current and future issues surrounding Social Media • Key considerations for the future of Digital Marketing • Case studies and examples from real-life organisations Unique in its rigorous, research-driven and accessible approach to the subject of Digital Marketin…