Search results for "asiakasuskollisuus"

showing 3 items of 23 documents

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.

vähittäiskauppaEconomics and Econometricsconsumer satisfactionpaikallisyhteisötconsumer community valuesVitalityAffect (psychology)lähikaupatLiiketaloustiede - Business and management0502 economics and businessBusiness and International ManagementMarketingta512sosiaalinen pääomaMarketingyhteisöllisyys05 social sciencesasiakasuskollisuuspaikallisuusSocial relationlocal retail patronageConsumer satisfactionTest (assessment)social capitalSurvey data collection050211 marketingCustomer satisfactionBusiness050203 business & managementlocal community engagementSocial capitalThe International Review of Retail, Distribution and Consumer Research
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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…

vähittäiskauppaasiakastyytyväisyysasiakaspalveluasiakasuskollisuussosiaalinen vuorovaikutusasiakaslähtöisyyspalvelumuotoiluasiakaskokemusBusinessMarketingkäyttäjäkokemusdigitalisaatioServicescapesosiaalinen pääomaSocial capital
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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…

vähittäiskauppafinancial crisisretail bankingasiakasuskollisuusbank competitionkorkolow interest rate environmentfinanssikriisitrelationship bankingkuluttajatkilpailulainatpienet ja keskisuuret yrityksetpankkipalvelut
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