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[{"key": "dc.contributor.advisor", "value": "Ukpabi, Dandison", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Savo, Riikka", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2023-06-20T06:10:46Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2023-06-20T06:10:46Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2023", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/87936", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "T\u00e4ss\u00e4 pro gradu -tutkielmassa k\u00e4sitell\u00e4\u00e4n sit\u00e4, miten kriisiviestint\u00e4 ja personointi vaikuttavat asiakasluottamukseen energiakriisin aikana. Euroopan energiakriisi on seurausta useista tapahtumista; esimerkiksi koronapandemia ja Ukrainan sota sek\u00e4 sen my\u00f6t\u00e4 kohonneet kaasun hinnat ovat tutkimusten mukaan merkitt\u00e4vi\u00e4 tekij\u00f6it\u00e4 kriisin taustalla. Energiakriisi on vaikuttanut ja tulee vaikuttamaan asiakkaiden kokemuksiin\ns\u00e4hk\u00f6yhti\u00f6ist\u00e4. T\u00e4m\u00e4 johdattaa tutkielman aiheen \u00e4\u00e4relle: mik\u00e4 on kriisiviestinn\u00e4n ja \npersonoinnin rooli, kun tarkoituksena on rakentaa ja yll\u00e4pit\u00e4\u00e4 asiakasluottamusta \nenergiakriisin aikana? Vaikuttaako moderaattorimuuttuja asiakassuhteen pituus siihen, miten viestint\u00e4 ja personointi vaikuttavat asiakasluottamukseen? T\u00e4m\u00e4 tutkielma tuo arvoa energia-alan toimijoille, sill\u00e4 aihe on erityisen ajankohtainen ja merkitt\u00e4v\u00e4, eik\u00e4 sit\u00e4 ole aiemmin tutkittu l\u00e4pikotaisesti. Tutkielma tarjoaa toimijoille ohjeita markkinointi- ja viestint\u00e4toimiensa parantamiseen kriisin aikana ja sen j\u00e4lkeen. Tutkimus pohjautuu tilanteelliseen kriisiviestint\u00e4teoriaan (SCCT), jonka pyrkimyksen\u00e4 on auttaa organisaation \nmaineen yll\u00e4pit\u00e4mist\u00e4 kriisin ilmetess\u00e4.\n\nTutkimuksen tulokset ehdottavat, ett\u00e4 vaikka energiakriisi on johtanut aiempaa \nkorkeampaan s\u00e4hk\u00f6n hintaan, case-yhti\u00f6n asiakkaat ovat silti p\u00e4\u00e4osin melko tyytyv\u00e4isi\u00e4 yhti\u00f6\u00f6n erityisesti luottamuksen n\u00e4k\u00f6kulmasta. Tutkielma n\u00e4ytt\u00e4\u00e4, ett\u00e4 kriisin aikana ja sen j\u00e4lkeen alalla toimivien yritysten tulee osoittaa asiakkailleen, mink\u00e4laista lis\u00e4arvoa he voivat tuoda esimerkiksi parantamalla ja jakamalla ammattitaitoaan sek\u00e4 kehitt\u00e4m\u00e4ll\u00e4 \npalveluitaan asiakkailleen hy\u00f6dyllisemmiksi. Lis\u00e4arvon tarjoaminen ja avoin dialogi \nasiakkaiden kanssa auttavat rakentamaan ja yll\u00e4pit\u00e4m\u00e4\u00e4n luottamusta. Viestinn\u00e4n osa-alueella tarvittava muutos todettiin sek\u00e4 asiakaskyselyn ett\u00e4 asiantuntijahaastattelujen\nperusteella. Analyysit n\u00e4ytt\u00e4v\u00e4t, ett\u00e4 kriisiviestint\u00e4 ja palvelun laadun parantaminen personoinnin keinoin nostavat asiakasluottamusta. Asiakassuhteen pituuden merkitys\nmoderaattorimuuttujana ei vahvistunut tutkielman analyyseissa.\n\nT\u00e4m\u00e4 tutkielma on niin kutsuttu \u201dcase-tutkimus\u201d, jota on rahoittanut suomalainen \ns\u00e4hk\u00f6yhti\u00f6 Lumme Energia. Yhti\u00f6n kuluttaja-asiakkaille tarjottiin mahdollisuus jakaa ajatuksiaan osallistumalla digitaaliseen monivalintakyselyyn helmikuussa 2023.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "This thesis examines how crisis communication and personalization affect consumer trust during a crisis. The European energy crisis is a major consequence of various causes, such \nas the COVID-19 pandemic and the war in Ukraine. The crisis has affected, and will continue to affect, consumers\u2019 perceptions of electricity companies, which leads to the topic of this thesis: what is the role of crisis communication and personalization when seeking to build and maintain consumer trust during the energy crisis? Is the impact of crisis communication and personalization moderated by relationship length? As the phenomenon itself is highly current and the crisis has not been studied very thoroughly yet, this thesis brings value to the operators in the electricity industry by advising them on how to improve their marketing and communication during and after the crisis. This study builds on the situational crisis communication theory (SCCT) that seeks to help companies manage their reputation when a crisis emerges.\n\nThe results of the study suggest that while the energy crisis has led to increasing electricity prices, the case company\u2019s customers are still mainly satisfied, especially in terms of trust in the company. The analysis explains the causes of consumer trust and how it can be \nimproved by utilizing the methods of crisis communication and personalization. It was \nfound that during and after the crisis, it will be increasingly important for companies to \nshow their customers the additional value that they bring by, for example, improving and sharing expertise and developing the company\u2019s services so that they are more beneficial for the customers. Providing additional value and focusing on transparency and open dialogue will help build and maintain consumer trust. A need for change in communication was recognized in both the survey and interviews. It was found that effective crisis communication and improved service quality through personalization increase consumer trust. The moderating effect of relationship length was not supported.\n\nThis thesis is case-related, and it is funded by a Finnish electricity company Lumme Energia, whose customers were given an opportunity to share their perceptions of the company by taking part in a digital multiple-choice survey in February 2023.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2023-06-20T06:10:46Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2023-06-20T06:10:46Z (GMT). No. of bitstreams: 0\n Previous issue date: 2023", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "103", "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": null, "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "consumer trust", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "energy crisis", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "The role of crisis communication and personalization on consumer trust during the energy crisis : case Lumme Energia", "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-202306203991", "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", "language": "", "element": "contractresearch", "qualifier": "collaborator", "schema": "yvv"}, {"key": "yvv.contractresearch.funding", "value": "Puolen vuoden palkallinen ty\u00f6skentely", "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.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.subject.oppiainekoodi", "value": "20423", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "digitaalinen markkinointi", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "personointi", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "kriisiviestint\u00e4", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "s\u00e4hk\u00f6yhti\u00f6t", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "digital marketing", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "personifying", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "crisis communication", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "electric companies", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}]
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