Search results for "asiakasuskollisuus"
showing 10 items of 23 documents
Is it all about consumer engagement? : Explaining continuance intention for utilitarian and hedonic service consumption
2020
This paper compares the explanatory power of consumer engagement (CE) regarding service continuance intention with the variables of attitude (utilitarian and hedonic) and satisfaction. Survey data were collected from users of mobile music (n = 596) and mobile parking (n = 297) services. The partial least squares method was applied to analyze the data. In line with expectations, the findings show that attitude and satisfaction are superior drivers of service continuance intention compared to CE when service is used for utilitarian reasons. In contrast, when service consumption is driven by hedonic reasons, CE is a stronger driver than satisfaction. However, no evidence for the superiority of…
Käyttäjäkokemuksen vaikutukset asiakkaiden ostopäätökseen ja sitouttamiseen verkkokaupassa
2016
Tässä tutkielmassa käsitellään kirjallisuuskatsauksen keinoin käyttäjäkokemuksen vaikutuksia asiakkaiden ostopäätökseen ja sitouttamiseen verkkokaupassa. Aiheeseen paneudutaan aluksi esittelemällä verkkokaupankäynnin ja käyttäjäkokemuksen kokonaisuudet, jotka lopuksi yhdistetään käsittelemällä käyttäjäkokemuksen vaikutuksia verkkokaupoissa. Tarkastelun kohteena on B2C-verkkokaupankäynti (Business to Consumer). Kaupankäynnin yleistyminen verkossa luo jatkuvasti kovempaa kilpailua kauppiaiden välille. Tästä syystä uusien asiakkaiden houkuttelu ja jo olemassa olevien sitouttaminen vaatii verkkokaupalta enemmän kuin ainoastaan jokaiselta sivustolta löytyvät perustoiminnallisuudet, jotta verkkok…
Asiakasuskollisuuden muodostuminen jäsenyyteen perustuvien palvelujen kontekstissa : Case SatsElixia
2016
Tutkimuksen tavoitteena oli tutkia liikuntakeskus SatsElixian asiakkaiden kokeman arvon vaikutusta asiakastyytyväisyyteen. Lisäksi haluttiin selvittää tyytyväisyyden ja uskollisuuden välistä suhdetta testaamalla sitä koettujen vaihtokustannusten sekä vaihtoehtoisten palveluntarjoajien houkuttelevuuden mediaatiovaikutusten kautta. Vaikka aiempia tutkimuksia asiakkaiden kokemasta arvosta sekä tyytyväisyyden ja uskollisuuden välisestä suhteesta löytyi paljon, oli kuitenkin mielekästä tutkia käsitteiden välisiä suhteita juuri jäsenyyteen perustuvien palvelujen kontekstissa testaamalla niiden lujuutta vaihtokustannusten ja vaihtoehtoisten palveluntarjoajien mediaatiovaikutuksilla. Teoriaosuudess…
Does the digitalization of retailing disrupt consumers’ attachment to retail places?
2022
This study breaks new ground in the marketing domain by extending the concept of place attachment to the study of the online retail environment. We provide empirical evidence that consumers can establish strong attachments not only with traditional offline places but also with online retail stores. Moreover, we assessed how distinct dimensions of the place affect the formation of consumers’ attachment and their behavioral loyalty. Our findings show that while consumers who feel a strong sense of attachment toward the place engage in spreading positive word-of-mouth regardless of the environment, their attachment to the store does not prevent them from switching to another provider, especial…
How emotions are considered crucial on an omnichannel banking environment in gaining customer loyalty
2018
Emotions have been studied in a marketing context for years. However, the rapid change of digital channels and customers’ omnichannel behavior emphasize the need to further investigate how emotions are considered to play role in customer satisfaction and through that to customer loyalty. Purpose of this chapter is to study emotions in omnichannel environment, and their contribution to customer loyalty, especially in the context of retail banking. peerReviewed
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…
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…
Investigating the Impact of Rewarded Social Media Engagement, Trust, Perceived Switching Cost and Loyalty on Loyalty Members in Sports Industry
2023
Social media has changed the way people interact with companies and one another as well as become a powerful tool for enhancing touchpoints with customers. While many studies on loyalty, loyalty/reward programmes exists, there is still a gap in our understanding of how social media, rewarded engagement and loyalty programmes (LPs) work together. Against this backdrop, this chapter aims to increase our understanding of the role of rewarded social media engagement in LPs and customer loyalty amongst members versus non-members. To explore the relationship and to differentiate between members and non-members, this study explores rewarded social media engagement, trust, perceived switching cost …
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…
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…