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Asiakaspääoma fuusioituvassa yrityksessä : Asiakaspääoman arvon tunnistaminen kahdessa fuusioituvassa finanssialan yrityksessä
(2019)
Tutkimuksessa selvitettiin kahden fuusioituvan finanssialan yrityksen kykyä tunnistaa niiden asiakaspääoma selvittämällä ensin yritysten aineettoman pääoman tila Bernard Marrin menetelmällä. Tutkimuksen toisessa osassa ...
Customer journey analysis : Determining which touchpoints have the largest effect on customer decisions in FMCG
(2019)
Companies operating within the FMCG industry are always battling for the consumers’ attention, even harder than ever before with the use of social media today. It is important for companies to know their consumers’ customer ...
The influence of trust on customer experience in B2B customer relationships
(2018)
Customer experience is noticed to function as a means of success in today’s business markets. It has been suggested that trust can play a vital role in customer experience but there is a notable absence of academic research ...
The impact of emotions on customer experience through using mobile application for food ordering in Finland
(2018)
This thesis aimed to research about customer experience but in a deeper understanding of emotion element inside customer experience. Under the circumstances, the thesis carried out a study through a mobile application for ...
Multichannel customer experience management along B2B customer journey
(2021)
Digitalization and globalization have raised the competition between companies due to increased accessibility. This has shifted companies to seek competitive advantages from various perspectives even more actively. The ...
Customer side value co-creation in robotic process automation
(2020)
The purpose of this thesis is to examine the customer side value co-creation in the context of robotic process automation (RPA). Robotic process automation is a method to automate repetitive virtual work performed by humans. ...
Determinants of customer experience in sport events
(2020)
The purpose of the study was to understand what factors influence customer experience in sport events context within customer journey perspective. Moreover, it was essential to investigate the holistic nature of customer ...
Effect of post purchase actions towards customer experience in a multichannel SaaS environment
(2021)
The goal of this Master’s thesis is to study the development of customer experience and the experiential effect of post purchase actions during a SaaS customer’s journey. Customer journey is typically used to illustrate ...
The impact of product brand stories on customer experience in the fashion industry
(2018)
Brand stories are proven to be an excellent tool to engage customers emotionally with a brand and create positive customer experiences. This thesis aims to investigate what the role of product brand stories is on the ...
Automaattisten puheluiden hyödyntäminen osana asiakashallintaa
(2020)
Automaattisten puheluiden määrä on lisääntynyt merkittävästi vuosien 2017-2018 välisenä aikana etenkin Yhdysvalloissa. Suomessa automaattisia puheluita soite-taan varsin vähän verrattuna Yhdysvaltoihin, mutta niiden määrä ...