Search results for "asiakas"
showing 10 items of 262 documents
The role of sustainability in online customer experiences : a qualitative study on female fashion shoppers
2022
This qualitative study aims to understand sustainability’s role in responsible consumers’ Online Customer Experiences (OCEs). In this study, we focus on female fashion shoppers, and study three dimensions of their OCE: cognitive, affective, and social. Although online shopping and responsible consumer behaviour have increased tremendously, sustainability’s role in OCE has not been studied before from the customer’s perspective. The data consists of nine semi-structural interviews of Finnish female self-proclaimed responsible consumers and is analyzed with qualitative content analysis. The findings show that sustainability issues are present in all OCE dimensions, which are also all intercon…
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…
How can algorithms help in segmenting users and customers? : A systematic review and research agenda for algorithmic customer segmentation
2023
What algorithm to choose for customer segmentation? Should you use one algorithm or many? How many customer segments should you create? How to evaluate the results? In this research, we carry out a systematic literature review to address such central questions in customer segmentation research and practice. The results from extracting information from 172 relevant articles show that algorithmic customer segmentation is the predominant approach for customer segmentation. We found researchers employing 46 different algorithms and 14 different evaluation metrics. For the algorithms, K-means clustering is the most employed. For the metrics, separation-focused metrics are slightly more prevalent…
Asiakas palvelun asiantuntijana – Ajankohtaisia tutkimuksia asiakkaan roolista palveluiden tuotannossa (Dunkel, W. & Kleemann, F. (2013) Customers at…
2014
Kirja-arvostelu: Dunkel, W. & Kleemann, F. (2013) Customers at Work. New Perspectives on Interactive Service Work. Basingstoke/New York: Palgrave Macmillan. 257s. nonPeerReviewed
Asiakasuskollisuus digitaalisissa palveluissa
2015
Tämä tutkielma on kirjallisuuskatsauksena toteutettu kandidaatintutkielma, jossa tutustutaan digitaalisten palveluiden asiakasuskollisuuteen. Tutkielmas-sa etsitään kirjallisuuskatsauksen avulla asiakasuskollisuuden ilmenemismuo-toja digitaalisissa palveluissa ja asiakasuskollisuuden aikaansaavia tekijöitä. Lisäksi tutkielmassa tutkitaan tärkeimpiä informaatioteknologian kehityskohteita, jotka ovat mahdollistaneet digitaalisten palveluiden kehittämisen ja ovat samalla olleet mukana muuttamassa tuotekeskeistä taloutta kohti palvelukeskeisyyttä. This bachelor’s thesis is made by using literature review. In this thesis the author does research on customer loyalty in digital services. The thesi…
Ostoprosessit ja vaihtoehtoiset käyttöliittymät laajan tuotevalikoiman ja -lajitelman esittämiseen elektronisessa päivittäistavarakaupassa
2000
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…