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dc.contributor.authorMali, Eveliina
dc.contributor.authorPaananen, Tiina
dc.contributor.authorFrank, Lauri
dc.contributor.authorMakkonen, Markus
dc.contributor.editorBednar, Peter
dc.contributor.editorIslind, Anna Sigridur
dc.contributor.editorVallo-Hult, Helena
dc.contributor.editorNolte, Alexander
dc.contributor.editorRajanen, Mikko
dc.contributor.editorZaghloul, Fatema
dc.contributor.editorRavarini, Aurelio
dc.contributor.editorBraccini, Alessio Maria
dc.date.accessioned2022-10-26T13:03:03Z
dc.date.available2022-10-26T13:03:03Z
dc.date.issued2022
dc.identifier.citationMali, E., Paananen, T., Frank, L., & Makkonen, M. (2022). A Customer Perspective on Omnichannel Customer Journey and Channel Usage : A Qualitative Study. In P. Bednar, A. S. Islind, H. Vallo-Hult, A. Nolte, M. Rajanen, F. Zaghloul, A. Ravarini, & A. M. Braccini (Eds.), <i>Proceedings of the 8th International Workshop on Socio-Technical Perspective in Information Systems Development (STPIS 2022)</i> (pp. 299-310). RWTH Aachen. CEUR Workshop Proceedings, 3239. <a href="http://ceur-ws.org/Vol-3239/paper24.pdf" target="_blank">http://ceur-ws.org/Vol-3239/paper24.pdf</a>
dc.identifier.otherCONVID_159236457
dc.identifier.urihttps://jyx.jyu.fi/handle/123456789/83711
dc.description.abstractThis qualitative study investigates customer behavior during the omnichannel customer journey. The study aims to increase the understanding of omnichannel service environments from a customer-centric point of view. The data was collected by interviewing 10 young adults (from 26 to 30 years old) who had bought a Finnish clothing brand (R-Collection) product via a digital or a physical channel. The research interviews dealt with the interviewees' experiences and channel behavior during their shopping journeys. Our results reflect the multidimensional nature of the omnichannel customer journey and give interesting insights into the usage of digital channels and technologies for clothing shopping. The main result of this study is a model of a customer journey in an omnichannel service environment that combines physical and digital service channels into a single entity. Thus, this research provides additional information on how different service channels and environments combine from a customer perspective.en
dc.format.extent322
dc.format.mimetypeapplication/pdf
dc.language.isoeng
dc.publisherRWTH Aachen
dc.relation.ispartofProceedings of the 8th International Workshop on Socio-Technical Perspective in Information Systems Development (STPIS 2022)
dc.relation.ispartofseriesCEUR Workshop Proceedings
dc.relation.urihttp://ceur-ws.org/Vol-3239/paper24.pdf
dc.rightsCC BY 4.0
dc.subject.otherpalvelupolku
dc.subject.otheromnichannel
dc.subject.othermultichannel
dc.subject.othercustomer journey
dc.subject.otheronline shopping
dc.subject.othere-commerce
dc.subject.otherfashion retail
dc.subject.otherqualitative study
dc.titleA Customer Perspective on Omnichannel Customer Journey and Channel Usage : A Qualitative Study
dc.typeconferenceObject
dc.identifier.urnURN:NBN:fi:jyu-202210265020
dc.contributor.laitosInformaatioteknologian tiedekuntafi
dc.contributor.laitosFaculty of Information Technologyen
dc.contributor.oppiaineValue Creation for Cyber-Physical Systems and Servicesfi
dc.contributor.oppiaineTietojärjestelmätiedefi
dc.contributor.oppiaineValue Creation for Cyber-Physical Systems and Servicesen
dc.contributor.oppiaineInformation Systems Scienceen
dc.type.urihttp://purl.org/eprint/type/ConferencePaper
dc.type.coarhttp://purl.org/coar/resource_type/c_5794
dc.description.reviewstatuspeerReviewed
dc.format.pagerange299-310
dc.relation.issn1613-0073
dc.type.versionpublishedVersion
dc.rights.copyright©️ 2022 Copyright for this paper by its authors.
dc.rights.accesslevelopenAccessfi
dc.relation.conferenceInternational Workshop on Socio-Technical Perspective in Information Systems Development
dc.relation.grantnumber206/31/2020
dc.subject.ysomonikanavaisuus
dc.subject.ysoasiakaskokemus
dc.subject.ysoverkkokauppa
dc.subject.ysodigitalisaatio
dc.subject.ysomuoti
dc.subject.ysovaateliikkeet
dc.subject.ysoasiakaslähtöisyys
dc.subject.ysovähittäiskauppa
dc.format.contentfulltext
jyx.subject.urihttp://www.yso.fi/onto/yso/p23342
jyx.subject.urihttp://www.yso.fi/onto/yso/p24882
jyx.subject.urihttp://www.yso.fi/onto/yso/p9457
jyx.subject.urihttp://www.yso.fi/onto/yso/p8692
jyx.subject.urihttp://www.yso.fi/onto/yso/p4732
jyx.subject.urihttp://www.yso.fi/onto/yso/p17740
jyx.subject.urihttp://www.yso.fi/onto/yso/p7613
jyx.subject.urihttp://www.yso.fi/onto/yso/p14002
dc.rights.urlhttps://creativecommons.org/licenses/by/4.0/
dc.relation.funderBusiness Finlanden
dc.relation.funderBusiness Finlandfi
jyx.fundingprogramOthers, Business Finlanden
jyx.fundingprogramMuut, Business Finlandfi
dc.type.okmA4


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