The Effects of Service Quality, Customer Satisfaction and Customer Perceived Value on Behavioral Intentions

The intent of this research was to develop a model that describes the extent to which customer behavioral intentions are influenced by service quality, customer satisfaction and customer perceived value in the business-to-business service context. Research on customer behavioral intentions is quite fragmented and no generalized model has been presented. Thus, there was need for empirical testing. This study builds on the services marketing theory and assesses the relationships between the identified constructs. The data for the empirical analysis was collected via a quantitative online survey and a total of 226 usable responses were obtained for further analysis. The model was tested in an employment agency service setting. The measures used in this survey were first assessed by using confirmatory factor analysis (CFA) after which the hypothesized relationships were further verified using structural equation modeling (SEM) in LISREL 8.80. The analysis identified that customer satisfaction played a pivotal role in the model as it was the only direct antecedent of customer behavioral intentions, however, customer perceived value showed a strong indirect impact on buying intentions via customer satisfaction. In contrast to what was hypothesized, service quality and customer perceived value did not have a direct positive effect on behavioral intentions. Also, a contradicting finding with current literature was that sacrifice was argued to have a direct but positive impact on customer perceived value. Based on the findings in this study, managers should carefully think of their service strategies that lead to their customers’ favorable behavioral intentions.

Harmonization of Environmental Costs and Investments Reporting

The objective of this Master’s Thesis is to examine the current state of environmental costs and investments reporting at Stora Enso in the Business Area of Printing and Reading. Differences and the factors causing the differences in environmental costs and investments reporting are examined in order to further harmonize the reporting between the mills. Research method is a case study, which comprises 11 paper mills. Environmental costs are studied from year 2012 and environmental investments from year 2011 or from 2012 depending on the mill. The results show that there are two types of differences such as actual and harmonisable affecting to environmental costs reporting. Actual differences result from factors such as location and technical features of the mill. Harmonisable differences represent differences, which distort the actual differences. Factors that cause harmonisable differences are identification and traceability of environmental costs as well as interpretation of the instructions. Estimation of the environmental share of indirect environmental investments causes differences between the mills in environmental investments reporting, as it has to be done case-by-case judgments. A further research could consider a detailed examination of the data registering process in order to further improve traceability of environmental costs. Furthermore, identification and reporting of potential savings could be studied from environmental point of view as resource efficiency is an increasing interest.

What do Sports Sponsors Really Want? The effects of service quality, service value and customer satisfaction on behavioral intentions in sports sponsorship context

The aim of this Master’s thesis was to study the antecedents of customer satisfaction and behavioral intentions and their relative relationships in the sports sponsorship context. The possible antecedents under investigation in the current research are service value and service quality. As the academic background in the sports sponsorship literature is still rather modest there was a need for further empirical testing. The theoretical part of the research builds on the existing services marketing literature with sports sponsorship and business-to-business contexts in mind. The empirical study focused on the case company Liiga-SaiPa Oy. The data for the empirical analysis was collected via quantitative online survey. The total sample consisted of 357 the case company’s business customers and a total of 80 usable responses were collected. The data was analyzed by using statistical analysis software, SPSS. According to the results of the empirical analysis the most important antecedent of behavioral intentions in the underlying context is customer satisfaction. Also service value was found to have a direct and positive relationship with behavioral intentions. Moreover no indirect relationships through satisfaction were found between service quality and service value and behavioral intentions. However both constructs of service value and service quality were diagnosed to have a direct and positive effect on customer satisfaction. Service quality was also found to be a direct antecedent of service value with other service value benefits. However a contradicting finding with the current literature was, that service value sacrifices were not found to have a significant relationship with overall service value perceptions.

Map of Helsinki-Helsingfors

Kääntöpuolella kannessa: Finland Travel Bureau Ltd Esplanade 19, Branch Office Stockmanns Department Stores

Nieuwe paskaart voor een gedeelte van de Oost-Zee = Nouvelle carte hydrographique d'une partie de la Mer Baltique = Nya pass cort öfwer yen dehl af Oster-Siöön = The new sea map of the second of the East-Sea

Sisältää myös kartakkeet: Pastkaartje van de Noord Bodem, Suomenlahden itäosa ja Laatokka

Nieuwe paskaart voor een gedeelte van de Oost-Zee = Nouvelle carte hydrographique d'une partie de la Mer Baltique = Nya pass cort öfwer yen dehl af Oster-Siöön = The new sea map of the second of the East-Sea

Sisältää myös kartakkeet: Pastkaartje van de Noord Bodem, Suomenlahden itäosa ja Laatokka

A complete map of the southern continent

Nimeketiedot nimiönkehyksissä

A complete map of the southern continent

Nimeketiedot nimiönkehyksissä

A map of Marco Polo's voyages & travels in the 13th century through a great part of Asia, all Tartary, the East India islands & part of Africa

Nimeketiedot nimiönkehyksissä

A map of Russia

Kartta kuuluu A. E. Nordenskiöldin kokoelmaan

A map of the western part of the Roman Empire

Kartta kuuluu A. E. Nordenskiöldin kokoelmaan

A map of the eastern part of the Roman Empire

Kartta kuuluu A. E. Nordenskiöldin kokoelmaan

An account of a copy from the 15th century of a map of the world engraved on metal, which is preserved in cardinal Stephan Borgia's museum at Velletri

Erip.: Ymer 1891.

Sketch map of part of Spitzbergen

Kartta kuuluu A. E. Nordenskiöldin kokoelmaan