Search results for "Asiakaskokemus"
showing 10 items of 51 documents
Dual Perspectives on the Role of Artificially Intelligent Robotic Virtual Agents in the Tourism, Travel and Hospitality Industries
2018
Robotics and artificial intelligence are challenging extant business services and fundamentally impacting business relationships and processes. While studies have elaborately investigated social robotic interactions in medical and health-related domains, studies are limited on artificially intelligent robotic virtual agents (AIRVA) and their impacts on consumer behavior in tourism and hospitality services. Building on the theories of user experience (UX), user interface (UI) and customer experience, this study conceptually examines the dual-value effects of AIRVA to the customer and the firm. It analyzes the customer journey and highlights critical touchpoints AIRVA deepens the customer exp…
The interaction between consumers during the online customer journey
2017
The examination of the customer experience throughout customer journey is important to the business and academia. Creating a strong and positive experience within the customer journey will lead to better outcome by improving performance in customer travel at multiple touch points and through enhanced customer loyalty and word of mouth. There are a number of studies about interaction and online customer journey, but only a few research have explored social interactions between consumers during the online customer experience. The aim of this study is to explain how interaction between customers emerges during the online customer journey, which describes the overall customer experience from th…
Conceptualizing nature-based science tourism: a case study of Seili Island, Finland
2021
Nature-based tourism has been widely addressed, yet research on nature-based science tourism, founded on science, scientific knowledge, and/or engagement in scientific research, is still scarce. Drawing on tourist motivation, nature-based tourism, special interest tourism, and science tourism, a novel theoretical conceptualization of nature-based science tourism was developed. The framework identified three categories of science tourism with intensifying levels of tourists’ interest in scientific knowledge and tourist engagement: tourism based on scientific knowledge, tourism with scientific adventure or volunteering, and scientific research tourism. In the empirical part, the framework was…
Exploring Online Customer Experience Formation: How do Customers Explain Negative Emotions during Online Shopping Encounters?
2019
We investigated online customer experience formation by using customers’ own explanations of their negative emotions during their online shopping encounters. Survey data from 1,786 Finnish online shoppers were used to identify customers who experienced strong negative emotions during online shopping encounters (N = 215) and the causes of their negative emotions were then analyzed in depth from their written descriptions. Our findings indicated that customers attributed most of their negative emotions to online store characteristics, including user interface, product and service range, pricing, and trustworthiness; however, some negative emotions were also attributable to factors outside of …
Customer Value Framework and Recommendation Intention: The Moderating Role of Customer Characteristics in an Online Travel Community
2019
The aim of this study was to develop and test a model that examined the interactions among the customer value framework, recommendation intention and customer characteristics in an online travel community (OTC). Data were obtained using Amazon Mechanical Turk from 251 members of an OTC as a sample. The partial least squares method was used to analyse the data. We found that all the variables of the customer value framework, including functional value, hedonic value and social value, were positively related to recommendation intention. In addition, using multi-group analyses, the study found differences between how different customer segments perceive each of the value dimensions and their e…
Itsepalvelukassat asiakasnäkökulmasta: Vaikutus asiakaskokemuksen muodostumisessa
2014
Tutkielma selvittää aiempaan tutkimukseen perustuen itsepalvelukassojen ja asiakaskokemuksen suhdetta. Tavoitteena on hahmottaa, kuinka itsepalvelukassat vaikuttavat asiakaskokemuksen muodostumisessa. Lisäksi selvitetään edellytykset itsepalvelukassojen hyvän asiakaskokemuksen aikaansaamiseksi. Tutkimustarve perustuu nousevaan kiinnostukseen itsepalveluteknologioita kohtaan, kuten myös asiakaskokemuksen merkityksen kasvulle kaupanalan kilpailun kiristyessä ja asiakkaiden vaatimusten kasvaessa. Lisäksi tutkimus on aiemmin painottunut lähinnä itsepalvelukassojen teknisiin ja taloudellisiin edellytyksiin, sekä käytettävyyden tarkasteluun. Tutkielma yhdistelee näkökulman uutuuden vuoksi laajast…
Lastensuojelun alkuarvioinnin vaikutukset vanhempien näkökulmasta
2015
This study examines parents’ experiences of the assessment and its outcomes in child welfare. The research question is as follows: What factors concerning the assessment process and context contribute to the outcomes of the assessment from the perspective of the parents? The realistic evaluation and program theory research give an evaluation research framework to the study. In the study 177 parents from seven municipalities who are clients of child welfare participated. Their families had experienced the assessment in child welfare. Various analysis methods were used: cross table, t-test, correlation, fac- tor analysis, hierarchical regression analysis, two-way variance analysis and the boo…
A Systematic Literature Review and Analysis of Mobile Retailing Adoption
2019
The purpose of this study is to provide a comprehensive updated review and analysis of mobile retailing adoption. Although research on mobile channel utilization has increased significantly in recent years and many new studies on this topic have been published, research has not yet provided a clear structure regarding how consumers’ expectations have advanced in relation to mobile retailing adoption. Thus, this study synthetizes the mobile retail adoption literature and develops a framework for it. Our systematic literature review analyzed 94 scientific articles that were published between 2010 and 2018 to determine customers’ different expectations and demands during different mobile chann…
Exploring positive online customer experience formation : a study of food waste shoppers
2022
This qualitative study investigates the formation of positive online customer experiences in the context of online grocery shopping. This study analyzes customers’ written descriptions of the causes of their positive experiences when visiting an online store. Data were collected with an online survey of 581 respondents. The case company is a Finnish online retailer, Fiksuruoka Ltd. Fiksuruoka’s business idea is to sell food waste; its product range consists of surplus groceries that are in danger of being disposed of. The findings show that four main themes contribute positively to the online customer experience. Positive customer experiences were explained by factors related to 1) the shop…
How is social capital formed across the digital-physical servicescape?
2022
This study examines how consumers create social capital in interactions with other customers and service personnel while shopping in retail stores that consist of both physical and digital locations. We draw on servicescape literature to explore the role of social capital in determining the social realm in digital-physical servicescapes using data from focus group discussions. We demonstrate how customers utilize both the digital and physical servicescapes in a convergent manner to form the social realm of the servicescape with the other people in service encounters. The implications provide guidelines on how the integration of digital and physical channels facilitates trust, human contact,…