Search results for "KASKO"
showing 10 items of 58 documents
Digital content marketing in business markets : Activities, consequences, and contingencies along the customer journey
2022
Fundamental shifts in business-to-business (B2B) buying behavior make digital content marketing (DCM) a strategic priority for vendors, though firms struggle to achieve its full potential, as a customer-centric marketing approach. To address important knowledge gaps in extant research, this study identifies key activities for realizing customer-centric DCM in B2B markets and key contingencies that influence its performance outcomes. A theories-in-use approach, building on 56 interviews with managers at 36 B2B companies that have invested heavily in DCM, advances current literature by developing an activity-based conceptualization, grounded in relevant marketing research streams (customer en…
Negative eWOM and perceived credibility : a potent mix in consumer relationships
2022
PurposeBased on the foundations of the schema theory, the elaboration likelihood model (ELM) and customer experience literature, this research examines how the interplay between a consumer's previous shopping experience(s) and perceived credibility of negative online word-of-mouth (PCNWOM) leads to improved consumer–firm relationship quality (RQ).Design/methodology/approachThe authors utilised series of scenario-based experiments (N = 918) to test the research hypotheses.FindingsThe authors show that a focal customer's previous shopping experiences attenuate the perceived credibility of negative word-of-mouth on social media by other customers, which in turn weakens consumer–firm RQ. The au…
The impact of service bundles on the mechanism through which functional value and price value affect WOM intent
2017
Purpose The purpose of this paper is to contribute toward the current limited understanding of service bundles by investigating how purchasers of combined product-service bundles (bundle customers) differ from those purchasing a product and associated service separately (non-bundle customers). Design/methodology/approach The hypothesized effects were tested on a representative sample of mobile phone subscribers in Finland, through a multi-group moderated analysis using variance-based structural equation modeling. Findings While functional value had a stronger effect on attitude for bundle customers, price value is a stronger determinant of attitude for non-bundle customers. There was no di…
Latvijas patērētāju uzvedība sauszemes transportlīdzekļu apdrošināšanas tirggū.
2017
Bakalaura darba tēmas nosaukums ir „Latvijas patērētāju uzvedība sauszemes transportlīdzekļu apdrošināšanā”. Darba mērķis ir, pamatojoties uz teoriju par patērētāju uzvedību un īpatnībām sauszemes transportlīdzekļu apdrošināšanas tirgū, kā arī, pamatojoties uz iegūtajiem datiem, izstrādāt priekšlikumus apdrošināšanas sabiedrībām sekmīgai patērētāju informēšanai par sauszemes transportlīdzekļu apdrošināšanu. Lai sasniegtu mērķi, bakalaura darba izstrādes procesā tika izvirzīti vairāki uzdevumi. Kā galvenos uzdevumus darba autors izvirzīja Latvijas patērētāju aptaujas veikšanu ar mērķi noskaidrot Latvijas patērētāju uzvedību sauszemes transportlīdzekļu apdrošināšanas tirgū un apdrošināšanas g…
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…