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[{"key": "dc.contributor.advisor", "value": "Valentini, Chiara", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "H\u00e4t\u00f6nen, Henri", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Itkonen, Viivi", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2020-06-26T10:41:29Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2020-06-26T10:41:29Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2020", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/70945", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Viime vuosikymmen on osoittanut asiakassitoutumisen olevan merkitt\u00e4v\u00e4 trendi organisaatioissa sek\u00e4 lukuisilla eri tutkimuksen aloilla. Tutkimuksen ansiosta ymm\u00e4rr\u00e4mme asiakkaiden sitoutumisk\u00e4ytt\u00e4ytymist\u00e4 jo melko laajalti, mutta samanaikaisesti tarve k\u00e4\u00e4nt\u00f6puolen, negatiivisen sitoutumisen tutkimukselle on kasvanut \u2013 tied\u00e4mme vasta v\u00e4h\u00e4n asiakkaiden negatiivisesta sitoutumisesta ja sen ilmenemismuodoista.\nT\u00e4m\u00e4 tutkielma pyrkii valaisemaan nuorten milleniaalien negatiivista sitoutumista tutkimalla, mitk\u00e4 tekij\u00e4t laukaisevat heiss\u00e4 negatiivista sitoutumisk\u00e4ytt\u00e4ytymist\u00e4 sek\u00e4 kuinka he reagoivat ja perustelevat toimintaansa negatiivisten asiakaskokemuksien j\u00e4lkeen. Tutkimuksen kohderyhm\u00e4ksi valittiin nuoret milleniaalit, joiden asiakassitoutuminen on erityisen kiinnostavaa, koska diginatiivien sitoutumisk\u00e4ytt\u00e4ytyminen on monikanavaista ja poikkeaa siten aiemmista sukupolvista. Tutkimuksessa k\u00e4ytettiin vuonna 2017 ker\u00e4tty\u00e4 tutkimusaineistoa, johon vastasi miltei 300 Jyv\u00e4skyl\u00e4n yliopiston opiskelijaa. Tutkimus on kvalitatiivinen, ja aineistoa tutkittiin temaattisen analyysin keinoin.\nTutkimustulokset osoittivat viisi trigger-kategoriaa, joihin nuorten milleniaalien negatiivisen sitoutumisk\u00e4ytt\u00e4ytymisen her\u00e4tt\u00e4j\u00e4t voidaan jakaa. N\u00e4m\u00e4 viisi \u201ctriggeri\u00e4\u201d olivat tuotteiden ja palveluiden virheet, asiakaspalvelun ep\u00e4onnistuminen, ostotapahtuman ja toimituksen ep\u00e4onnistuminen, korvauksien ja palautusten ep\u00e4onnistuminen sek\u00e4 organisaatioiden viestint\u00e4\u00e4n liittyv\u00e4t ep\u00e4onnistumiset.\nNuorten milleniaalien negatiivisen sitoutumisk\u00e4ytt\u00e4ytymisen osoitettiin n\u00e4ytt\u00e4ytyv\u00e4n erityisesti tunteiden ja kokemusten jakamisena, johon p\u00e4\u00e4dyttiin p\u00e4\u00e4asiassa halusta varoittaa muita kuluttajia ja tarpeesta purkaa tunteita. Siihen, p\u00e4\u00e4tyv\u00e4tk\u00f6 nuoret milleniaalit jatkamaan organisaatioiden kanssa asiointia negatiivisten kokemusten j\u00e4lkeen, n\u00e4yttiv\u00e4t vaikuttavan etenkin ydintuotteet ja -palvelut ja kilpailijoiden tarjoamien vaihtoehtojen saatavuus sek\u00e4 vaihtamisen vaivattomuus.\nTutkimus tuotti laajaa ymm\u00e4rryst\u00e4 nuorten milleniaalien negatiivisen sitoutumisk\u00e4ytt\u00e4ytymisen her\u00e4tt\u00e4jist\u00e4 ja ilmentymist\u00e4, mutta tulokset osoittavat my\u00f6s tarpeen yh\u00e4 laajemmalle ymm\u00e4rrykselle. Perusteellisemman tulkinnan luomiseksi tutkimuksen on syvennytt\u00e4v\u00e4 negatiivisen sitoutumisk\u00e4ytt\u00e4ytymisen taustalla vaikuttaviin pidempiaikaisiin prosesseihin ja esimerkiksi asiakkaiden arvopohjaisiin asenteisiin, jotka synnytt\u00e4v\u00e4t sitoutumisp\u00e4\u00e4t\u00f6ksi\u00e4.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "In recent years, customer engagement has been a largely research subject in several fields of research. There is a wide understanding on how customers engage and identify with organisations, but research on the negative side of engagement is more sparse, and we still know little of the origin and manifestations of customers\u2019 negatively valenced behaviour.\nThis research aims to shed light on young millennial customers\u2019 negative engagement behaviour by studying their negative customer experiences, and the triggers and manifestations of their negative engagement behaviour. The digitally influential generation of young millennials was chosen as the focus of this research, because their negative customer engagement behaviour is perceived as especially multifaceted and complex, being inherently spread on a variety of platforms and within interpersonal interactions. The research used secondary data from a survey conducted in 2017. The research is a qualitative study and the collected data was analysed using the method of thematic analysis.\nThe findings of the study show that the triggers that drive young millennials toward negative\nengagement behaviour can be categorized under five different themes: \u200bpurchased product and service failure, customer service failure, purchase and delivery process failure, compensation and return failure and organisational communication failure. Based on the broadened understanding offered by this study, young millennials\u2019 negative engagement behaviour is especially connected to sharing behaviour, driven by their willingness to warn others and vent feelings. Whether they chose to continua business with the concerned organisations or switch to another provider, was closely connected to core products and services, whether other providers could offer adequate substitutes and the ease of switching.\nThe research gained much needed knowledge on the triggers and responses of young millennials\u2019 negative engagement behaviour, but the results indicate that there is still a crucial need to gain more understanding on negative engagement behaviour. Research especially needs to dive deeper into the attitudes and longer-term processes impacting negative engagement and its manifestations, as well as how customers\u2019 values affect their engagement behaviour.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Miia Hakanen (mihakane@jyu.fi) on 2020-06-26T10:41:29Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2020-06-26T10:41:29Z (GMT). No. of bitstreams: 0\n Previous issue date: 2020", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "100", "language": "", "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": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "sitoutuminen", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "negatiivinen asiakassitoutuminen", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakask\u00e4ytt\u00e4ytyminen", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "engagement", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "negative engagement behaviour", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "customer engagement", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "The negative engagement behaviour of young millennials : triggers and responses", "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-202006265132", "language": "", "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "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": "Viestinn\u00e4n johtaminen", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Corporate Communication", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "yvv.contractresearch.funding", "value": "0", "language": "", "element": "contractresearch", "qualifier": "funding", "schema": "yvv"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_bdcc", "language": null, "element": "type", "qualifier": "coar", "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.subject.oppiainekoodi", "value": "2043", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakaskokemus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakassuhde", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakkaat", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakasuskollisuus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "sitoutuminen", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "customer experience", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "customer relationship", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "customers", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "customer loyalty", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "committing oneself", "language": null, "element": "subject", "qualifier": "yso", "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.type.okm", "value": "G2", "language": null, "element": "type", "qualifier": "okm", "schema": "dc"}]
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