Search results for "palvelu"
showing 10 items of 999 documents
Pursuing decentralisation : regional cultural policies in Finland and Sweden
2021
In both Finland and Sweden, decentralisation has traditionally been an essential cultural policy aim. This article explores how, by pursuing decentralisation, the regional jurisdictions have been presented with more possibilities to fulfil their purposes and in this way, gain legitimacy in cultural policy. Based on the analysis of political, legal, and administrative documents, three main periods of regional decentralisation in cultural policies are identified: regions as vehicles of welfare policy, regionalisation, and competitive regions. In both countries, national governments have promoted the regional level’s agency, and in doing so, potential institutional change in cultural policy. H…
‘I shared the joy’: sport-related social support and communality on Instagram
2020
The popularity of sharing photographs on digital platforms has increased significantly due to the communicative affordances of mobile media and the emergence of photo-sharing applications, such as Instagram. In this paper, we examine how social support and communality can be built and reinforced through digital visual communication. We focus especially on photo sharing in the context of recreational climbing and trail running. In a qualitative study with Finnish climbers and runners, we asked what meanings sports practitioners ascribe to the practice of sharing and observed how they communicate these meanings through photographs. The results indicate that different types of visual content b…
“Cute Goddess is Actually an Aunty”: The Evasive Middle-Aged Woman Streamer and Normative Performances of Femininity in Video Game Streaming
2022
In this paper the focus is on the representations of “middle-aged” or “aging” women streamers in western media. I analyze discussions in Western online media around a case of Chinese DouYu live-streamer. “Qiaobiluo Dianxia,” as her streamer name goes, became a topic in Western media after a glitch in her live stream revealed her to be a middle-aged woman, rather than young woman she was assumed to be. The discussions are analyzed with critical discourse analysis. It is argued that the aging bodies of women, both their presence and absence, should be read and understood through toxic gaming culture and geek masculinity and the hegemonic discourse they constitute.
The customer complaining behavior : why customers do not complain
2017
The field of the marketing has been under change since services gained attention under 1970s. The customer behavior and the relationship marketing gained it focus in the 1990s. At the same time, the need for understanding the customer complaining be-havior was noticed being vital for service management. This research is a response for the Tronvoll’s (2012) call for better understanding the customer complaining behavior. Especially, he called for investigation of what makes the customers act and behave in certain way. The intention of this study was to explore triggers, inhibits and motivators, which affect to the complaining behavior and explore the customer complaining behavior. The theore…
Drivers and outcomes of consumer engagement : Insights from mobile money usage in Ghana
2019
Purpose The purpose of this paper is to examine the drivers of consumer engagement and its consequences via the experiences of mobile money services’ users in Ghana and to discuss its implications for the society, financial service innovation, delivery and operations. Design/methodology/approach A pre-tested survey instrument was used with a sample of 595 mobile money services users in Ghana. SmartPLS application was used to analyze the data and report findings. Findings The study shows that perceived risk, consumer empowerment, subjective norm, performance expectancy and effort expectancy influence the affect component of consumer engagement and explain around half of its variance. The ef…
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 …
Extending customer relationship management. From empowering firms to empowering customers
2013
Purpose – The focus of customer relationship management (CRM) literature has been predominantly on the firm perspective and on IT, not on customer or service orientation and value co-creation. This paper seeks to explore and analyse contemporary CRM frameworks and suggests future research directions. To achieve this, a thorough literature review on CRM is conducted focusing on recent advances within CRM. This provides a good basis for critically analysing the current status of both CRM theory and practice. Design/methodology/approach – The paper reviews CRM literature published 2003-2011. Based on the literature review, it introduces a conceptual framework of the changing role of customer d…
Cargo-Cult Containerization : A Critical View of Containers in Modern Software Development
2022
Software is increasingly developed and deployed using containers. While the concept of a container is conceptually straightforward, there are various issues to be considered while using them, ranging from technical details inside containers to the orchestration of containers that jointly form a meaningful application. In recent years, the use of containers has become so prevalent that developers have a tendency to resort to cargo-cult containerization - ritual adherence to the use of containers just because so many others are doing the same thing. In this paper, we study advantages and downsides of containers in modern-day software development. We foresee the use of containers to spread int…
Consumption values and mobile banking services : understanding the urban-rural dichotomy in a developing economy
2021
PurposeThis study develops a theoretical model of consumption values regarding the technology adoption of mobile banking (m-banking) services, with the financial service sector as the empirical context. This study aims to evaluate whether consumption values influence trust and intention. Furthermore, the authors explore how the consumer type (i.e. urban vs rural) differs in consumption values regarding adopting m-banking services.Design/methodology/approachThe data for this study were gathered from 246 responses collected from individuals living in a country with a developing market, using a survey instrument. The six study hypotheses were tested using partial least squares structural equat…
Arbete eller människorelation? : diskurser om närståendevård under social- och hälsovårdsreformen
2018
Suomessa ikääntyvä yhteiskunta ja hyvinvointivaltion rahoituskriisi haastavat nykyisen hoivapalvelujärjestelmän. Tähän haasteeseen pyritään osittain vastaamaan hallituksen kärkihankkeella, jossa kehitetään koti- ja omaishoitoa. Omaishoito asettuu julkisen ja yksityisen, hoivan ja työn välimaastoon ja se koskettaa erityisesti ikääntyneitä ja vammaisia henkilöitä. Kärkihanke liittyy tiiviisti myös sosiaali- ja terveyspalvelu-uudistukseen, jonka tavoitteena on asiakaslähtöiset ja kustannustehokkaat palvelut. Tässä tutkielmassa tarkastelen omaishoidon diskursseja sote-uudistuksen yhteydessä. Pyrin selvittämään mitä diskursseja julkisessa keskustelussa esiintyy, kuinka ne rakentuvat kielellisest…