Value creation in project business relationships: Supplier and customer's perspectives

The purpose of this study is to analyze supplier’s value creation ability in project business in order to enhance customer’s business. In addition, the aim is to identify the role of business relationships in value creation and analyze the applicability of key account management in project business. The study considers value from the customer’s point of view. The concepts of value and value creation are widely discussed in marketing literature. Theory emphasizes the importance of value creation and business relationships in business markets. The empirical part of the study is conducted as a case study research. The empirical evidence is collected by interviewing one supplier organization and their three customer organizations. These companies operate in Finnish and global industrial markets. Data is collected through semi-structured interviews and analyzed by using qualitative content analysis. The study identifies several customer value drivers influencing on the value creation, which can be divided into product, service and relationship elements. One of the recognized value drivers is customer-supplier relationship. The findings show that a closer relationship enhances value creation possibilities and the key account management program allows effective managing of business relationships. As managerial implications, suppliers should seek to create continuous and conversational relationships with the key account customers.

Ruumis, affekti ja tulemisen prosessi : feministinen, affektiivinen ja uusmaterialistinen näkökulma Heidi Tikan videoinstallaatioon Mother, Child (2011/2000)

Tutkielmassa tarkastellaan suomalaisen kuvataiteilija Heidi Tikan videoinstallaatiota Mother, Child (2011/2000). Tutkielmassa tutkitaan installaation uusinta, vuonna 2011 tehtyä versiota. Mother, Child on liikkuvan kuvan installaatio, jossa videokuva projisoidaan valkoiselle harsokankaalle, jota istuimelle asettunut katsoja pitää käsivarsillaan. Kankaalle heijastuu liikkuvaa kuvaa poikavauvasta, joka imee naisen rintaa. Installaatioon osallistuessaan katsojalle syntyy vaikutelma siitä, että hän pitää vauvaa sylissään, jolloin hän voi eläytyä lasta hoivaavan ja imettävän äidin asemaan. Lisäksi tutkielmassa huomioidaan, kuinka installaation tekniikan ansiosta videolla näkyvä vauva ja installaation katsoja voivat olla vuorovaikutuksessa keskenään. Tutkielma jakautuu kolmeen käsittelylukuun, joissa jokaisessa lähestytään Mother, Child -installaatiota eri näkökulmasta: ensimmäisessä käsittelyluvussa Mother, Child -installaatiota tarkastellaan feministisen taiteentutkimuksen lähtökohdista, toisessa käsittelyluvussa installaation analyysissä sovelletaan affektiteorioita ja kolmannen käsittelyluvun teoreettisen viitekehyksen muodostaa uusmaterialismi. Tutkimuskysymykset keskittyvät installaation katsojan ja videolla näkyvän naisen ruumiin tarkasteluun, installaation affekteihin sekä installaation materiaalisuuteen ja tulemisen prosessiin. Valittujen näkökulmien avulla sekä molekulaarisen taidehistorian metodia ja deleuze-guattarilaista filosofiaa soveltamalla tutkielmassa löydetään vaihtoehtoisia tapoja, joilla lähestyä Mother, Child -installaatiota jonakin muuna kuin representaationa: muotoutuvana, materiaalisena ja affektiivisena katsojan ja installaation ainutkertaisena kohtaamistapahtumana. Maailman representoimisen eli esittämisen tai samankaltaisten äitiyskuvien toisintoiston sijaan tutkielmassa korostuu ajatus Mother, Child -installaation olemassaolosta omana aktiivisesta materiasta muodostuvana itsenään ja osana todellista, materiaalista maailmaa. Tutkielmassa installaation olemassaolo ja jatkuva muotoutuminen määritellään tulemisen prosessiksi. Mother, Child edellyttää katsojansa ruumiillista ja affektiivista osallistumista tapahtuakseen eli tullakseen olevaksi. Tutkielmassa esitetään, että osallistavaa taidetta tutkittaisiin osallistuvan taiteentutkimuksen ja affektiivisen virittäytymisen keinoin, jolloin tutkija voi hyödyntää tunnereaktioitaan ja affektoitumisen kokemuksiaan tutkimuksessa. Tällöin tutkimuskohteeseen suhtaudutaan tutkimuksen objektin sijaan keskustelukumppanina ja tutkija asettuu samalle tasolle taiteen kanssa. Tutkijan on antauduttava taiteen molekulaarisen virran vietäväksi, mikä merkitsee herkkyyttä ja avoimuutta taiteen materian ja affektien liikkeelle sekä taiteen lähelle menemistä eli seuraamista.

CRM system implementation supporting the management of customer relationships

The purpose of this thesis is to examine customer relationship management in a large, global organization. The aim is to deepen the understanding on how CRM-system implementation can support customer relationship management in strategic, operational and analytical levels.

In search of good relationships to music : understanding aspiration and challenge in developing music school teacher practices

This study focuses on teacher practices in publicly funded music schools in Finland. As views on the aims of music education change and broaden, music schools across Europe share the challenge of developing their activities in response. In public and scholarly debate, there have been calls for increased diversity of contents and concepts of teaching. In Finland, the official national curriculum for state-funded music schools builds on the ideal that teaching and learning should create conditions which promote ‘a good relationship to music’. The meaning of this concept has been deliberately left open in order to leave room for dialogue, flexibility, and teacher autonomy. Since what is meant by ‘good’ is not defined in advance, the notion of ‘improving’ practices is also open to discussion. The purpose of the study is to examine these issues from teachers’ point of view by asking what music school teachers aim to accomplish as they develop their practices. Methodologically, the study introduces a suggestion for building empirical research on Alperson’s ‘robust’ praxial approach to music education, a philosophical theory which is strongly committed to practitioner perspectives and musical diversity. A systematic method for analysing music education practices, interpretive practice analysis, is elaborated with support from interpretive research methods originally used in policy analysis. In addition, the research design shows how reflecting conversations (a collaborative approach well-known in Nordic social work) can be fruitfully applied in interpretive research and combined with teacher inquiry. Data have been generated in a collaborative project involving five experienced music school teachers and the researcher. The empirical material includes transcripts from group conversations, data from teacher inquiry conducted within the project, and transcripts from follow-up interviews. The teachers’ aspirations can be understood as strivings to reinforce the connection between musical practices and various forms of human flourishing such that music and flourishing can sustain each other. Examples from their practices show how the word ‘good’ receives its meaning in context. Central among the teachers’ concerns is their hope that students develop a free and sustainable interest in music, often described as inspiration. I propose that ‘good relationships to music’ and ‘inspiration’ can be understood as philosophical mediators which support the transition from an indeterminate ‘interest in music’ towards specific ways in which music can become a (co-)constitutive part of living well in each person’s particular circumstances. Different musical practices emphasise different aspects of what is considered important in music and in human life. Music school teachers consciously balance between a variety of such values. They also make efforts to resist pressure which might threaten the goods they think are most important. Such goods include joy, participation, perseverance, solid musical skills related to specific practices, and a strong sense of vitality. The insights from this study suggest that when teachers are able to create inspiration, they seem to do so by performing complex work which combines musical and educational aims and makes general positive contributions to their students’ lives. Ensuring that teaching and learning in music schools remain as constructive and meaningful as possible for both students and teachers is a demanding task. The study indicates that collaborative, reflective and interdisciplinary work may be helpful as support for development processes on both individual and collective levels of music school teacher practices.

Triadic Perspective to Sport Sponsorship Relationships

Often the empirical studies about sport sponsorship co-operation have concentrated on the relationships between the sponsor and the sponsored target excluding the phenomenon sports manager, i.e. the intermediating actor from further examination. In this study the purpose was to contribute to the research gap in the current literature by thoroughly describing the roles and relationships in the sport sponsorship co-operation that includes an intermediating actor, that is a triad. The main objective was pursued to fulfill with the help of two sub-level research questions that were identified as ”What is the nature of the sport sponsorship triad?” and ”What is the role of the intermediating actor within the sport sponsorship triad?” First, the theorethical framework was constructed based on the existing literature of business relationship triads and sponsorship co-operation that were integrated in the synthesis of the theories the purpose of which was to produce a framework for empirical research. Then a qualitative research was conducted by using a single-case study approach. The data was collected through a semi-structured theme interview in person with the sports manager. Similar questionnaires were sent out to the sponsor and the athlete and answered in writing. After collecting the data, the actor roles’ and their relationships were examined individually, after which the analysis of the results was carried out and divided according to the research questions. The nature of the sport sponsorship triad was found to be a serial triad that could be likened to a system of two dyads connected by the intermediating actor. Each actor seemed to occupy a specific justifiable position within the co-operation, even though the relationships were found to be unbalanced in terms of resources, power/strength, interaction patterns and interconnectedness. The core role of the intermediating actor was found to be the role of a mediator, which was seen to increase the other parties’ dependence of the manager’s performance. Therefore, the role of the intermediating actor should be considered crucial for the very existence of the sport sponsorship co-operation, especially in cases where the nature of the triad is a serial triad.

Managing Finnish-Russian Business Relationships and Networks During Conflicts

This thesis examines management of business relationships during conflicts. The context of this study is the international political conflict which started in 2013 and is still affecting international trade relations in 2016. More specifically, this study researches the effects of the conflict in Finnish-Russian trade. The research aim is to identify the implications of a political conflict in the Finnish-Russian business relationships and networks. Furthermore, the study will explore how does a company adapt or overcome the challenges and barriers posed by the international business environment. This research combines relevant theories in management of business relationships and networks in order to review the research data through a critical research frame. The theoretical frameworks are different structures of business relationship development processes, various stages of interaction, and characteristics and functions of business relationships. Moreover, this study will examine the effect of interdependency, commitment and trust in trade relations. Also, what are the important exchange processes and how do these processes affect business relationship and overall performance of joint business operations. Qualitative single case study method was used in this research. Case company was a Finnish multinational company. To understand the changes, the data was collected and analysed through process research approach by pattern-matching and drawing temporal bracketing over two different periods of time, first period in years 2011-2013 and second period in years 2014-2016. Empirical data was collected through a semi-structured interview and additional data was collected from internal and external secondary data sources. The findings of the study confirmed the relationship between trade and conflict. However, the effects are not significant for a company in grocery retail industry which has had earlier experience in Russia and has managed its business relationships and operations effectively. Macroeconomic factors affect companies operating in foreign dynamic markets and in order to sustain changes and to adapt, companies should invest in their business relationships. Trust-based relationships and a higher level of commitment allow companies to have more efficient and beneficial outcomes before and during uncertainty. Furthermore, well-maintained and coordinated business relationships provide the ability to adapt and overcome challenges during uncertainty. Such relationships have information, financial and social exchange processes which allow the partnering firms to have successful business relationship management in dynamic market environments.