Search results for "kokemus"
showing 10 items of 393 documents
Customer Experience Formation in Online Shopping : Investigating the Causes of Positive and Negative Emotions During a Visit to an Online Store
2020
This study explores customer experience formation in an online shopping context by investigating the causes of customers’ positive and negative emotions during their visit to an online store. Survey data collected from 1786 Finnish online customers was used to identify individuals who experienced strong positive (N = 138) or negative emotions (N = 215) during their visit. The causes of negative and positive emotions were studied by analyzing customers’ open-ended, written explanations attributed to their emotions. Attribution theory is utilized to explain how individuals make sense of their emotions. The findings show that customers offer various explanations for the emotions evoked during …
How Are Negative Customer Experiences Formed? A Qualitative Study of Customers’ Online Shopping Journeys
2019
This study investigates how negative customer experiences are formed during customers’ online shopping journeys. A qualitative, in-depth dataset collected from 34 participants was employed to identify negatively perceived touchpoints that contribute to the customer experience in a negative way. The findings reveal that negative touchpoints are experienced during customers’ entire journeys, particularly after a purchase is completed. We identified 152 negative touchpoints from the data, of which 53 were experienced during search and consideration, 35 when finalizing a purchase, 33 during delivery, and 31 during after-sales interactions with the company. Within these four main categories, 20 …
User-centered development and maintenance method for software teams
2017
Tämä tutkimus pyrkii löytämään sopivan metodin jatkuvaan ohjelmistokehitykseen (tuotekehitys ja ylläpito). Se yhdistää ketterän ohjelmistokehitysmenetelmän uusimpiin operatiivisiin metodeihin sekä käyttäjäläheiseen ohjelmistosuunnitteluun. Tutkimus sisältää uuden mallin, joka sisältää metodin arvot, tavoitteet, periaatteet, säännöt, prosessimallin, roolit ja vastuut ohjelmistotiimeille. Tämän metodin avulla ohjelmistotiimit voivat mahdollisesti tehokkaammin tuottaa ja ylläpitää käyttäjäystävällisiä palveluita. Tutkimuksessa on haastateltu IT-alan ammattilaisia isoimmista suomalaisista IT-yrityksistä. Tutkimuksen lopputulos on metodi ohjelmistokehityksen ammattilaisille. Metodi yhdistää käyt…
Emotional user experience : Traits, events, and states
2015
Emotional experience has become an important topic in human–technology interaction research and design. Nevertheless, such research and design often lacks a proper explanatory basis and methodologically robust operationalisation. In this article, a conceptualisation of emotional user experience is formulated based on the appraisal theory of emotion, where the goal congruence of the interaction events and the task-independent individual traits are thought to underlie the user′s emotional response. A laboratory study with N=50 participants conducting ordinary computer tasks is reported. The results suggest that subjective emotional experience depends on a number of factors relating to individ…
Ethical User stories : Industrial study
2022
Publisher Copyright: © 2022 Copyright for this paper by its authors In Port terminals a progressive change is underway in digitalizing traditional systems to SMART systems with the aid of AI. This study follows one of such progressions, the SMARTER project. SMARTER is a sub research and development project of the Sea for Value program of DIMECC company, Finland to create replicable models for digitalization for future terminals which involves the use of AI enabled tools. AI and Autonomous Systems (AS) are the direction that software systems are taking today. But due to ethical challenges involved in the use of AI systems and increased emphasis on ethical practices in the use and design of A…
The Appraisal Theory of Emotion in Human–Computer Interaction
2020
This chapter reviews the appraisal theory of emotion and how it has been employed in human–computer interaction (HCI) research. This theory views emotion as a process that evaluates the subjective significance of an event. We demonstrate the usefulness of the perspective for HCI, as emotion is defined in terms of the events of the task environment and the goals and knowledge of the subject. Importantly, the appraisal theory ties these factors together in a cognitive appraisal process order to explain the variety of subjective emotional experiences. This is important for two reasons. First, a strong theoretical commitment allows researchers and designers to derive testable hypotheses from th…
The development of mobile banking services in a large Finnish financial organization
2018
The chapter, based on an ongoing qualitative study, provides answers to the following questions: what are the case organizations’ rationales in developing mobile banking services? how are customer perspectives considered in developing them? and what are the implications of digitalization and m-banking for the bank and the client? Based on the findings, m-banking is seen to allow ubiquitous availability and efficiency of service provision, offering a sound rationale for their development. The flipside is that digital and m-banking services dilute the human interaction, which challenges the rationale of improving the customer experience. The service development follows the software industry m…
Entrepreneurial choices depend on trust : Some global evidence
2022
Interpersonal trust and people’s trust in institutions are important components of social capital, which has been shown to have not only innate social value but also diverse direct and indirect positive social and economic impacts. Using data for an economically and globally diverse group of countries, we examine empirically how changes in interpersonal trust and trust in institutions affect entrepreneurship over time. Our findings suggest that (1) enhancing either type of trust leads to more entrepreneurial activity and (2) an increase in interpersonal trust causes a structural change in the composition of the TEA-type entrepreneurship. Increased trust reduces the share of relatively lower…
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…
Ihmisen ja teknologian vuorovaikutuksen tutkimisen trendit
2014
Kulmakivi, Joni Ihmisen ja teknologian vuorovaikutuksen tutkimisen trendit Jyväskylä: Jyväskylän yliopisto, 2014, 26 s. Tietojärjestelmätiede, kandidaatintutkielma Ohjaaja: Pirhonen, Antti Tutkielma käsittelee ihmisen ja teknologian välisen vuorovaikutuksen tutkimuksen (myöhemmin tutkielmassa HTI-tutkimus, human technology interaction) trendejä. Tutkimusmenetelmänä on kirjallisuuskatsaus, jonka tavoitteena on selvittää HTI-tutkimuksen keskeisten käsitteiden määritelmät sekä HTI-tutkimuksen historiaa ja selittäviä tekijöitä trendien muutoksille. Tutkielmassa käydään läpi eri määritelmiä neljälle keskeiselle käsitteelle: käytettävyys, käyttäjäkokemus, käyttäjäkeskeinen suunnittelu ja kokemuss…