Search results for "KASKO"
showing 10 items of 58 documents
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…
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…