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[{"key": "dc.contributor.advisor", "value": "Niininen, Outi", "language": null, "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Korpilaakso, Markus", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2025-04-02T15:03:25Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2025-04-02T15:03:25Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2025", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/101200", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Product-harm crises have been on the rise for the last couple of decades due to factors including increased consumer demands and more intricate manufacturing processes. At worst, product-harm crises can threaten the existence of business and pose serious harm to consumers. Navigating such crises and repairing damaged customer trust requires good crisis management know-how and carefully selected crisis communication strategies.\nThis master\u2019s thesis examines how customer trust can be repaired during and after a product-harm crisis that has involved a high crisis responsibility. While the study mainly focuses on the role of crisis communication in customer trust repair, the impact of operational actions on trust repair is also considered. The literature review consists of relevant theories that outline various tactics for responding to a crisis, minimizing reputational damage, and repairing trust in the long term. These include trust repair mechanisms, situational crisis communication theory (SCCT), image repair theory (IRT), and discourse of renewal (DOR).\nThe study follows a qualitative research approach and relies on semi-structured interviews as the primary data. The interviews were conducted using purposive sampling, which recognized participants with similar characteristics relevant to the research topic. In this case, the common characteristic was extensive work experience in either crisis management or crisis communication, or both. The case study of Musti ja Mirri\u2019s dog food crisis from 2023 was used in the interview to provide real-life context for the research topic. The interview data was analyzed by utilizing thematic analysis, which enabled the identification of patterns in the responses. \nThe results of this study contribute to prior research supporting the idea that accommodative crisis response strategies are beneficial for trust repair when high crisis responsibility is involved. The insights highlight the importance of various factors in customer trust repair, such as accountability and crisis communication that relies on transparency and empathy. Additionally, corrective actions, the organization\u2019s authenticity, and organizational learning are important in trust repair.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Tuotevikakriisit ovat olleet kasvussa viimeisten kahden vuosikymmenen aikana, mihin on vaikuttanut esimerkiksi nousseet kuluttajavaatimukset ja monimutkaisemmat tuotantoprosessit. Pahimmillaan tuotevikakriisit voivat uhata liiketoiminnan jatkuvuutta ja aiheuttaa vakavaa haittaa kuluttajille. T\u00e4llaisista kriiseist\u00e4 selviytyminen ja vahingoittuneen asiakasluottamuksen palauttaminen vaativat hyv\u00e4\u00e4 kriisijohtamista ja huolellisesti valittuja kriisiviestint\u00e4strategioita. \nT\u00e4m\u00e4 pro gradu -tutkielma tarkastelee, miten asiakasluottamusta voi palauttaa tuotevikakriisin aikana ja j\u00e4lkeen, kun kriisiin liittyy korkea kriisivastuu. Tutkielma keskittyy kriisiviestinn\u00e4n rooliin asiakasluottamuksen palauttamisessa, mutta my\u00f6s yrityksen operatiivisten toimien vaikutus on otettu huomioon. Kirjallisuuskatsaus koostuu aiheeseen liittyvist\u00e4 teorioista kattaen erilaiset taktiikat reagoida kriisiin, minimoida mainehaittaa ja palauttaa luottamusta pitk\u00e4ll\u00e4 aikav\u00e4lill\u00e4. K\u00e4sitelt\u00e4vi\u00e4 teorioita ovat esimerkiksi situational crisis communication theory (SCCT), image repair theory (IRT) ja discourse of renewal (DOR).\nTutkielma on toteutettu laadullisena tutkimuksena, jonka ensisijaisena aineistona toimii asiantuntijahaastattelut. Haastattelut ovat toteutettu tarkoitushakuisella otannalla tunnistaen osallistujat, joiden yhteisen\u00e4 piirteen\u00e4 oli laaja ty\u00f6kokemus kriisijohtamisesta tai kriisiviestinn\u00e4st\u00e4 tai molemmista. Tutkimuksessa k\u00e4ytettiin tapaustutkimusta Mustin ja Mirrin koiranruokakriisist\u00e4 vuodelta 2023 tuomaan k\u00e4yt\u00e4nn\u00f6n kontekstia tutkimusaiheelle. Haastatteluaineisto analysoitiin teema-analyysi\u00e4 hy\u00f6dynt\u00e4en, joka mahdollisti samankaltaisten havaintojen tunnistamisen. \nTutkimuksen tulokset tukevat aikaisempia tutkimuksia osoittaen, ett\u00e4 mukauttavat kriisiviestinn\u00e4n keinot ovat hy\u00f6dyllisi\u00e4 asiakasluottamuksen palauttamisessa, kun kriisiin liittyy korkea kriisivastuu. Tulokset korostavat useiden tekij\u00f6iden merkityst\u00e4 asiakasluottamuksen palauttamisessa, kuten vastuunkantoa sek\u00e4 l\u00e4pin\u00e4kyv\u00e4\u00e4 ja asiakkaiden negatiiviset tuntemukset huomioivaa kriisiviestint\u00e4\u00e4. Luottamuksen palauttamisessa avainasemassa ovat my\u00f6s konkreettiset, korjaavat toimenpiteet, yrityksen autenttisuus ja aito halu ottaa opiksi kriisist\u00e4 ja ehk\u00e4ist\u00e4 tulevat kriisit.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by jyx lomake-julkaisija (jyx-julkaisija.group@korppi.jyu.fi) on 2025-04-02T15:03:25Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2025-04-02T15:03:25Z (GMT). No. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "73", "language": null, "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.format.mimetype", "value": "application/pdf", "language": null, "element": "format", "qualifier": "mimetype", "schema": "dc"}, {"key": "dc.language.iso", "value": "eng", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": null, "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.title", "value": "Repairing customer trust after a product-harm crisis with high crisis responsibility. Case: Musti ja Mirri", "language": null, "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "master thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-202504023033", "language": null, "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Jyv\u00e4skyl\u00e4n yliopiston kauppakorkeakoulu", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Jyv\u00e4skyl\u00e4 University School of Business and Economics", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Master's Degree Programme in Digital Marketing and Corporate Communication", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Master's Degree Programme in Digital Marketing and Corporate Communication", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_bdcc", "language": null, "element": "type", "qualifier": "coar", "schema": "dc"}, {"key": "dc.rights.copyright", "value": "\u00a9 The Author(s)", "language": null, "element": "rights", "qualifier": "copyright", "schema": "dc"}, {"key": "dc.rights.accesslevel", "value": "openAccess", "language": null, "element": "rights", "qualifier": "accesslevel", "schema": "dc"}, {"key": "dc.type.publication", "value": "masterThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.format.content", "value": "fulltext", "language": null, "element": "format", "qualifier": "content", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}, {"key": "dc.description.accessibilityfeature", "value": "unknown accessibility", "language": "en", "element": "description", "qualifier": "accessibilityfeature", "schema": "dc"}, {"key": "dc.description.accessibilityfeature", "value": "ei tietoa saavutettavuudesta", "language": "fi", "element": "description", "qualifier": "accessibilityfeature", "schema": "dc"}]
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