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[{"key": "dc.contributor.advisor", "value": "Karjaluoto, Heikki", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Ojanper\u00e4, Matias", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2020-12-04T06:47:54Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2020-12-04T06:47:54Z", "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/123456789/72977", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Sosiaalinen media on muuttanut kuluttajien ja br\u00e4ndien v\u00e4list\u00e4 vuorovaikutusta. Kuluttaja voi tavoittaa br\u00e4ndin sosiaalisen median kanavissa helposti ja julkisesti \u2013 palvelusta tai tuotteesta annettu palaute on julkista ja potentiaalisesti miljoonien ihmisten n\u00e4ht\u00e4viss\u00e4. Samaan aikaan yritysten ja kuluttajien v\u00e4linen vuorovaikutus esimerkiksi asiakaspalvelun osalta on monilla aloilla siirtynyt ainakin osittain sosiaalisen median kanaviin. T\u00e4m\u00e4n vuoksi on t\u00e4rke\u00e4\u00e4 ymm\u00e4rt\u00e4\u00e4, millainen vaikutus sosiaalisessa mediassa tapahtuvalla asiakaspalvelulla ja br\u00e4ndin sek\u00e4 asiakkaan v\u00e4lisell\u00e4 vuorovaikutuksella on asiakassuhteeseen.\n\nT\u00e4m\u00e4n tutkimuksen tarkoituksena on selvitt\u00e4\u00e4 sosiaalisessa mediassa tapahtuvan asiakaspalvelun vaikutuksia asiakassuhteeseen br\u00e4ndirakkautta tutkimalla. N\u00e4it\u00e4 vaikutuksia tarkastellaan syvemmin niin, ett\u00e4 vaikutusten moderaattoreina toimivat br\u00e4ndiluottamus, sosiaalinen l\u00e4sn\u00e4olo ja palvelukokemuksen onnistuminen. Asiakaspalvelun vaikutusta br\u00e4ndirakkauteen on tutkittu aiemmin l\u00e4hinn\u00e4 l\u00e4hikontaktissa tapahtuvan vuorovaikutuksen yhteydess\u00e4, joten t\u00e4m\u00e4 tutkimus laajentaa jo hy\u00f6dynnetty\u00e4 ja todennettua teoriapohjaa sosiaalisen median ymp\u00e4rist\u00f6\u00f6n.\n\nTutkimus toteutetaan kvantitatiivisena kyselytutkimuksena. Aineisto (N=142) ker\u00e4t\u00e4\u00e4n Suomessa toimivan teleoperaattorin asiakkailta verkkokyselyll\u00e4. Ainestoa analysoidaan SPSS Statistics- ja PLS 2.0 -ohjelmistoja hy\u00f6dynt\u00e4en.\n\nTutkimuksen tulokset antavat viitteit\u00e4 siit\u00e4, ett\u00e4 br\u00e4ndin edustajan ja asiakkaan v\u00e4linen vuorovaikutus sosiaalisessa mediassa ennakoi br\u00e4ndirakkauden syntymist\u00e4 samaan tapaan kuin kasvotusten tapahtuvassa vuorovaikutuksessa on aiemmin havaittu tapahtuvan. Tulokset antavat yrityksille syyn panostaa sosiaalisen median asiakaspalveluun ja sen vuorovaikutuksellisiin elementteihin asiakassuhteen vaalimisen n\u00e4k\u00f6kulmasta.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "The rapid rise of social media over the past decades has made it is easy for dissatisfied customers to contact brands and share their experiences, opinions, reviews and concerns instantly with the whole world. Thus, it is no longer possible for companies to hide or ignore customer complaints and requests. This means that the importance of social media customer service in managing relationships with customers is growing as well. However, it has been uncertain how customer service delivered via social media affects on customers\u2019 emotions and emotional attachments to brands and if relationships created through social media can lead to preferred outcomes, such as brand love.\n\nThe aim of the present study is to examine the effects of social media customer service on customer relationships from the perspective of brand love. This relationship is further investigated through moderating the effects of brand trust, social presence and the valence of the service delivery.\n\nThe study is conducted in the context of telecommunications, and the research is conducted in cooperation with a Finnish telecommunications company. A quantitative approach is selected for the study. The data (N=142) is gathered through an online survey from customers who have previously been involved in a social media customer service encounter with the brand. The data is analyzed by using SPSS Statistics as well as the PLS 2.0 software.\n\nThis study broadens the view on brand love. Based on the results of this study, interpersonal antecedents (gratitude, partner quality and social support) can be seen as predictors of brand love in the context of social media customer service \u2014 as has previously been proved to be the case in more traditional customer service. In addition, this study demonstrates the need for brands to place more emphasis on formulating their brand contact points in social media.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2020-12-04T06:47:54Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2020-12-04T06:47:54Z (GMT). No. of bitstreams: 0\n Previous issue date: 2020", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "55", "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": "brand love", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "brand trust", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "social media customer service", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "social presence", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "The effects of social media customer service on brand love", "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-202012046927", "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": "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", "language": "", "element": "contractresearch", "qualifier": "collaborator", "schema": "yvv"}, {"key": "yvv.contractresearch.funding", "value": "Vastaajien kesken arvotun palkinnon kustantaminen", "language": "", "element": "contractresearch", "qualifier": "funding", "schema": "yvv"}, {"key": "yvv.contractresearch.initiative", "value": "student", "language": "", "element": "contractresearch", "qualifier": "initiative", "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": "20423", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "br\u00e4ndit", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "sosiaalinen media", "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": "asiakaspalvelu", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakkuudenhallinta", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "brands", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "social media", "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": "customer service", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "customer relationship management", "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": 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