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[{"key": "dc.contributor.advisor", "value": "Karjaluoto, Heikki", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Hakkarainen, Joonas", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2018-06-06T10:30:46Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2018-06-06T10:30:46Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2018", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/58395", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Asiakkuuksien johtaminen (CRM) on ker\u00e4nnyt eneneviss\u00e4 m\u00e4\u00e4rin huomiota markkinoinnin ammattilaisten keskuudessa aina 1990-luvun alusta alkaen. Yleine k\u00e4sitys alalla on, ett\u00e4 keskittyminen pitk\u00e4aikaisiin, tuottoisiin asiakkuuksiin on yrityksille kannattavampaa kuin yksitt\u00e4isten, transaktioperusteisten asiakkuuksien hankinta. Suhdemarkkinoinnin k\u00e4site on johdettu asiakkuuksien hallinnasta kuvastamaan yrityksen eri sidosryhmien v\u00e4lill\u00e4 olevien suhteiden hoitamista. Suhdemarkkinoinnin perimm\u00e4isen\u00e4 tarkoituksena on rakentaa sitoutumista eri osapuolten v\u00e4lille. Markkinoinnin alalla laajalti hyv\u00e4ksytty n\u00e4kemys on, ett\u00e4 sitoutuminen kumppanien v\u00e4lill\u00e4 rakentuu luottamukselle ja yhteydenpidolle. T\u00e4m\u00e4n ty\u00f6n tarkoitus on selvitt\u00e4\u00e4, kuinka sitoutuminen yritykseen muodostuu B2Bohjelmistoalalla. Lis\u00e4ksi tarkastellaan sit\u00e4, millainen rooli luottamuksella ja yhteydenpidolla on asiakassuhteen aikana. Ty\u00f6n teoreettisen viitekehyksen ja tutkimusmallin perustana on sitoutumiseen, luottamukseen, yhteydenpitoon ja asiakassuhteen syntymiseen liittyv\u00e4t alan aiemmat tutkimukset (esim. Morgan & Hunt 1994; Friman ym. 2002; Mandj\u00e1k ym. 2015; H\u00e4nninen & Karjaluoto 2017). Tutkimusmetodina t\u00e4ss\u00e4 ty\u00f6ss\u00e4 on case-tutkimus. Case-yritys on suomalainen rakentamisen tietomallinnusohjelmistoja kehitt\u00e4v\u00e4 ja myyv\u00e4 yritys. Empiirinen osuus on ker\u00e4tty haastattelemalla yrityksen kuutta yrityksen olemassa olevaa asiakasta viimeisen 18 kuukauden ajalta. Tutkimuksen tulokset osoittavat sitoutumisen yritykseen pohjautuvan B2Bohjelmistoalalla ennen kaikkea yrityksen vahvaan markkina-asemaan, tuotteen hyvyyteen sek\u00e4 muiden realististen vaihtoehtojen puuttumiseen. Aiemmat k\u00e4ytt\u00f6kokemukset ohjelmistosta vaikuttavat vahvasti siihen, ett\u00e4 kyseinen ohjelmisto on hankittu. Yhteydenpidon osalta toimivat tukipalvelut ja vastausten saaminen nopeasti ovat keski\u00f6ss\u00e4. Luottamus alalla ilmenee esimerkiksi yrityssalaisuuksien kohdalla, sill\u00e4 salaista tietoa ei haluta valuvan julkisuuteen. Kaiken kaikkiaan t\u00e4m\u00e4 ty\u00f6 tarjoaa uutta tietoa ja ymm\u00e4rryst\u00e4 ajankohtaiseen ja kasvavaan alaan liittyen. T\u00e4m\u00e4n ty\u00f6n perusteella keskeist\u00e4 yrityksille on olla asiakkaan tavoitettavissa ja pysty\u00e4 tarjoamaan apua ohjelmiston kanssa nopeasti. Sitoutuminen pohjautuu osaltaan muiden vaihtoehtojen v\u00e4hyyteen ja korkeisiin vaihtamiskustannuksiin, joten my\u00f6s emotionaalisten tekij\u00f6iden yll\u00e4pit\u00e4miseen tulisi suhteissa keskitty\u00e4 varmistamalla, ett\u00e4 tukipalvelut toimivat ja asiakas on toiminnassa keski\u00f6ss\u00e4.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "From the beginning of the 1990s customer relationship management (CRM) has gained plenty of attention among marketing researchers and practitioners. The concept of relationship marketing has emerged highlighting the importance of building long-lasting, profitable relationships with the customers. Based on that knowledge, relationship commitment is considered as a goal of companies\u2019 relationship marketing approaches. In marketing theory, trust and communication are widely acknowledged as prerequisites for commitment. The goal of this study is to increase understanding of the phenomenon of relationship commitment in topical and growing software industry. The aim is to explore, what kinds of meanings customers point on commitment in software industry after the relationship has begun, and what kind of role trust and communication have as antecedents of commitment. Existing theory from commitment, trust, communication, and the birth of B2B relationship (e.g. Morgan & Hunt 1994; Friman et al. 2002; Mandj\u00e1k et al. 2015; H\u00e4nninen & Karjaluoto 2017) is used as a foundation for the study and the research framework. The study was conducted as case study as the case company is a global company providing building information modelling software. The empirical data was gathered through six semistructured theme interviews. Informants are customers who had purchased building information modelling software within the last 18 months. The findings of the study indicate commitment in B2B software industry to be based largely on the strong market position of the company, superiority of the product and the lack of other reasonable alternatives. Earlier experiences from the software strongly affected the decision to purchase the software in question. Support with the usage of the product and timely reacting to contacts were seen the most important forms of communication. In trust building process, product support and company\u2019s confidentiality with e.g. trade secrets are deemed the most important. This study supports previous findings in that dependency, high switching-costs and scarcity of alternatives are present in software industry. Moreover, this study suggests that companies need to focus on efficient supporting functions, good-quality customer service and product development to enhance commitment.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2018-06-06T10:30:46Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2018-06-06T10:30:46Z (GMT). No. of bitstreams: 0\n Previous issue date: 2018", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "67", "language": "", "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.language.iso", "value": "eng", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "commitment", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "trust", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "communication", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Formation of relationship commitment in B2B software industry", "language": "", "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-201806063053", "language": "", "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "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.faculty", "value": "Jyv\u00e4skyl\u00e4n yliopiston kauppakorkeakoulu", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Taloustieteet", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Business and Economics", "language": "en", "element": "contributor", "qualifier": "department", "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": "Markkinointi", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Marketing", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "yvv.contractresearch.collaborator", "value": "business", 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