Search results for "asiakas"
showing 10 items of 262 documents
Examining the Impact of eWOM-triggered Customer-to-Customer Interactions on Travelers’ Repurchase and Social Media Engagement
2021
Electronic word-of-mouth (eWOM) communication on social media has revolutionized how travelers search for and share information and how they interact with one another digitally. This research examines the effects of eWOM-triggered customer-to-customer (C2C) interactions on travelers’ post-eWOM behaviors (i.e., repurchase and customer engagement) in a cross-cultural context. Drawing upon cognitive dissonance theory, a scenario-based experiment was conducted using a sample of 461 African tourists with recent intracontinental travel experience. Our findings suggest that a customer’s repurchase intention and engagement in social media C2C interactions are significantly influenced when their eWO…
Value Creation Behavior of Oura Ring Users in Social Media (Customer-dominant LOGIC)
2022
Smart devices such as self-trackers are being used by an ever-increasing number of exercisers to self-monitor their health. Users' interactions in social media can co-create and co-destruct the value and has a substantial impact on services. To investigate Oura Ring users' value creation behavior in the online context, we focus on customer-dominant logic and customer-to-customer (C2C) interaction. This paper proposes a conceptual framework, one of the first to investigate value creation in an empirical study in the context of well-being. Oura Ring is a smart ring that enables users to track their activities and sleep quality. To test relationships, structural equation modeling and Fuzzy Set…
Institutionaalisen keskustelun rakentumisesta lastensuojelun alkuarvioinnissa : erään asiakastapaamisen analyysi
2016
Tutkielmani tehtävänä on selvittää miten sosiaalityöntekijän ja asiakkaan välinen keskustelu jäsentyy lastensuojelun alkuarvioinnissa asiakkaan ensimmäisellä tapaamisella. Tavoitteenani on tarkastella erityisesti sitä, millaisen rakenteen ja normit keskustelun osapuolet keskustelulle luovat tilanteen aikana. Rakenteen ja normien lisäksi kiinnitän huomioni sosiaalityöntekijän ja asiakkaan välisen samanmielisyyden tuottamiseen ja kannatteluun. Aineistonani toimii yksi äänitetty lastensuojelun alkuarvioinnissa käyty sosiaalityöntekijän ja asiakkaan välinen keskustelu. Tutkimuksen näkökulma asettuu keskusteluanalyysin perusolettamaan siitä, että vuorovaikutus on yksityiskohtiaan myöten järjestä…
From places to platforms : Examining the transformation of servicescapes
2022
Place represents one of the underlying elements of the marketing mix. However, due to ongoing digitalisation, places have undergone substantial changes in recent years. With the transition from physical shopping environments towards intangible Internet spaces and digital platforms, how places affect consumer behaviour and how consumers use places are rapidly changing. This transition challenges the existing conceptualisation of place as a physical environment. In the online environment, consumers can no longer rely on physical and tangible cues to complement their shopping experience. Instead, they have to learn the logic of technological platforms and the rules of interaction in digital sp…
The impact of consumer local engagement on local store patronage and customer satisfaction
2017
This paper examines the drivers of local grocery retail patronage. Drawing on institutional and social network theory literature, we develop a framework to investigate how consumers’ personal values and engagement with local communities affect their satisfaction and local store patronage. We test our model with survey data on 1504 Finnish consumers. Our results show that the relationship between customer local engagement and local retail patronage is indirect rather than direct, and it is mediated by the vitality of local services, social interaction, and consumer satisfaction.
The role of social capital in digitalised retail servicescape
2021
This chapter examines how digitalisation has altered the way consumers experience the social interaction and service environment while shopping in retail stores. In this, we draw on the concept of servicescape, which comprises both tangible and intangible features which make up the service experience. Recognising the three realms of servicescape (physical, digital and social), we explore the role of social capital in determining the customer experience in digitalised retail servicescape. We demonstrate that social capital has two specific roles. Firstly, it is an integral part of the customer experience and thus contributes to the service experience. Secondly, social capital is created in t…
Examining Consumers’ Usage Intention of Contactless Payment Systems
2019
Purpose The purpose of this paper is to develop and test a conceptual model that combines the modified Unified Theory of Acceptance and Use of Technology (UTAUT2) with a consumer brand engagement (CBE) model to predict consumers’ usage intentions toward contactless payment systems in a developed country. Design/methodology/approach The authors cooperated with a contactless payment service provider in Finland and reached out to 22,000 customers, resulting in 1,165 usable responses. The collected data were analyzed using structural equation modeling. Findings The study shows that the UTAUT2 and the CBE model together explain approximately 70 percent of the variance in usage intention. Of the…
Retail banking in the aftermath of the financial crisis
2018
This thesis considers the effects of the global financial crisis that started in 2008 on the retail banking environment and on banks’ behavior during and in the aftermath of the crisis. The thesis consists of an introductory chapter and three empirical articles that use unique datasets on Finnish cooperative banks. The introductory chapter provides background and an overview of the thesis and considers the effects of the crisis on retail banking from an overall perspective. The empirical articles investigate the roles of a competitive environment, a low interest rate environment, and relationship banking during the crisis and in the post-crisis period. The first article looks at whether the…
Esineiden internet vähittäiskaupan alalla ja sen vaikutukset asiakaskokemukseen
2017
Esineiden internet (IoT) on verkkoon kytkettyjen laitteiden ja esineiden kokonaisuus, jonka mahdollisuudet on havaittu monilla eri aloilla. Vähittäiskaupan alan kovan kilpailun vuoksi esineiden internet -innovaatiot yleistyvät hiljalleen ja muokkaavat ostotapahtumaa radikaalisti. Näiden teknologioiden osalta tutkimuksessa on keskitytty erityisesti niiden teknisiin ominaisuuksiin, kun taas liiketoiminnan, erityisesti asiakaskokemuksen näkökulmasta ne ovat jätetty vähemmälle huomiolle. Tämä kirjallisuuskatsauksena toteutettu tutkielma käsittelee esineiden internetiä vähittäiskaupan kontekstissa esitellen asiakasnäkökulmasta keskeisimpiä sovelluksia sekä niiden vaikutuksia asiakaskokemukseen. …
A Customer Perspective on Omnichannel Customer Journey and Channel Usage : A Qualitative Study
2022
This qualitative study investigates customer behavior during the omnichannel customer journey. The study aims to increase the understanding of omnichannel service environments from a customer-centric point of view. The data was collected by interviewing 10 young adults (from 26 to 30 years old) who had bought a Finnish clothing brand (R-Collection) product via a digital or a physical channel. The research interviews dealt with the interviewees' experiences and channel behavior during their shopping journeys. Our results reflect the multidimensional nature of the omnichannel customer journey and give interesting insights into the usage of digital channels and technologies for clothing shoppi…