Impact of Word-of-Mouth on consumer decision-making: An information processing perspective in the context of a high-involvement service

This doctoral study conducts an empirical analysis of the impact of Word-of-Mouth (WOM) on marketing-relevant outcomes such as attitudes and consumer choice, during a high-involvement and complex service decision. Due to its importance to decisionmaking, WOM has attracted interest from academia and practitioners for decades. Consumers are known to discuss products and services with one another. These discussions help consumers to form an evaluative opinion, as WOM reduces perceived risk, simplifies complexity, and increases the confidence of consumers in decisionmaking. These discussions are also highly impactful as WOM is a trustworthy source of information, since it is independent from the company or brand. In responding to the calls for more research on what happens after WOM information is received, and how it affects marketing-relevant outcomes, this dissertation extends prior WOM literature by investigating how consumers process information in a highinvolvement service domain, in particular higher-education. Further, the dissertation studies how the form of WOM influences consumer choice. The research contributes to WOM and services marketing literature by developing and empirically testing a framework for information processing and studying the long-term effects of WOM. The results of the dissertation are presented in five research publications. The publications are based on longitudinal data. The research leads to the development of a proposed theoretical framework for the processing of WOM, based on theories from social psychology. The framework is specifically focused on service decisions, as it takes into account evaluation difficulty through the complex nature of choice criteria associated with service purchase decisions. Further, other gaps in current WOM literature are taken into account by, for example, examining how the source of WOM and service values affects the processing mechanism. The research also provides implications for managers aiming to trigger favorable WOM through marketing efforts, such as advertising and testimonials. The results provide suggestions on how to design these marketing efforts by taking into account the mechanism through which information is processed, or the form of social influence.

Competitor Information andCompetitive Knowledge Management in a Large Industrial Organization

Thisthesis supplements the systematic approach to competitive intelligence and competitor analysis by introducing an information-processing perspective on management of the competitive environment and competitors therein. The cognitive questions connected to the intelligence process and also the means that organizational actors use in sharing information are discussed. The ultimate aim has been to deepen knowledge of the different intraorganizational processes that are used in acorporate organization to manage and exploit the vast amount of competitor information that is received from the environment. Competitor information and competitive knowledge management is examined as a process, where organizational actorsidentify and perceive the competitive environment by using cognitive simplification, make interpretations resulting in learning and finally utilize competitor information and competitive knowledge in their work processes. The sharing of competitive information and competitive knowledge is facilitated by intraorganizational networks that evolve as a means of developing a shared, organizational level knowledge structure and ensuring that the right information is in the right place at the right time. This thesis approaches competitor information and competitive knowledge management both theoretically and empirically. Based on the conceptual framework developed by theoretical elaboration, further understanding of the studied phenomena is sought by an empirical study. The empirical research was carried out in a multinationally operating forest industry company. This thesis makes some preliminary suggestions of improving the competitive intelligence process. It is concluded that managing competitor information and competitive knowledge is not simply a question of managing information flow or improving sophistication of competitor analysis, but the crucial question to be solved is rather, how to improve the cognitive capabilities connected to identifying and making interpretations of the competitive environment and how to increase learning. It is claimed that competitive intelligence can not be treated like an organizational function or assigned solely to a specialized intelligence unit.

Information and Material Flows in Project Business

Tavoitteena diplomityössä oli kuvata projektiliiketoimintaa harjoittavan yrityksen informaatio- ja materiaalivirrat toimitusprojekteissa. Selvitys haluttiin tehdä tulevia kehitysprojekteja varten. Diplomityö toteutettiin kahessa osassa: laatimalla aiheeseen liittyvä teoriakatsaus ja kartoittamalla todellinen tilanne yrityksen sisällä.Teoriaosassa kuvattiin tarkastelualue ja projektiliiketoiminnan erityispiirteitä sekä käsiteltiin tietojärjestelmiä ja materiaalivirran hallintaan liittyviä asioita. Yrityksen informaatio- ja materiaalivirtojen nykytila kartoitettiin laatimalla vuokaaviot kolmen esimerkkituotteen toimitusprojekteista. Kaaviot laadittiin yrityksen sisäisten dokumenttien ja kvalitatiivisten haastattelujen pohjalta. Kaavioiden sisältöä täydennettiin taulukoimalla kaavioissa esiintyvien dokumettien sisältöä. Työn tuloksena muodostui kuva tiedonkäsittelyn nykytilasta myynti- ja toimitusprojekteissa, pelkistetty visio tulevaisuuden tietojärjestelmien rooleista sekä ehdotuksia tulevia kehitysprojekteja varten.

Developing and Applying Generative Market Intelligence within Multinational Companies

Tutkielman tarkoitus on kehittää monikansallisille yrityksille tuottavan markkinaälyn malli, jonka avulla yritykset pystyvät käsittelemään muuttuvasta ja globalisoituvasta markkinaympäristöstä aiheutuvaa epävarmuutta. Malli koostuu pääosin kolmesta käsitteestä: markkinainformaation prosessoinnista, markkinasuuntautuneisuudesta ja organisationaalisesta oppimisesta. Tutkimuksessa osoitetaan, kuinka näiden samanaikainen soveltaminen johtaa synergiaetuihin. Lähdeaineistona käytettiin alan kirjallisuutta. Lisäksi haastateltiin neljää johtajaa monikansallisista yrityksistä. Käytännössä markkinaälyn soveltamisen haasteet liittyvät lähinnä markkinainformaation prosessoinnin asenteellisiin ja psykologisiin aspekteihin. Ihmisten tulisi ymmärtää, että koko yritys hyötyy heidän halukkuudestaan tiedon tuottamiseen ja jakamiseen. Lisäksi tietoa itsessään voimavarana tulisi kunnioittaa

Reframing the relationship between service design and operations: a service engineering approach

The significance of services as business and human activities has increased dramatically throughout the world in the last three decades. Becoming a more and more competitive and efficient service provider while still being able to provide unique value opportunities for customers requires new knowledge and ideas. Part of this knowledge is created and utilized in daily activities in every service organization, but not all of it, and therefore an emerging phenomenon in the service context is information awareness. Terms like big data and Internet of things are not only modern buzz-words but they are also describing urgent requirements for a new type of competences and solutions. When the amount of information increases and the systems processing information become more efficient and intelligent, it is the human understanding and objectives that may get separated from the automated processes and technological innovations. This is an important challenge and the core driver for this dissertation: What kind of information is created, possessed and utilized in the service context, and even more importantly, what information exists but is not acknowledged or used? In this dissertation the focus is on the relationship between service design and service operations. Reframing this relationship refers to viewing the service system from the architectural perspective. The selected perspective allows analysing the relationship between design activities and operational activities as an information system while maintaining the tight connection to existing service research contributions and approaches. This type of an innovative approach is supported by research methodology that relies on design science theory. The methodological process supports the construction of a new design artifact based on existing theoretical knowledge, creation of new innovations and testing the design artifact components in real service contexts. The relationship between design and operations is analysed in the health care and social care service systems. The existing contributions in service research tend to abstract services and service systems as value creation, working or interactive systems. This dissertation adds an important information processing system perspective to the research. The main contribution focuses on the following argument: Only part of the service information system is automated and computerized, whereas a significant part of information processing is embedded in human activities, communication and ad-hoc reactions. The results indicate that the relationship between service design and service operations is more complex and dynamic than the existing scientific and managerial models tend to view it. Both activities create, utilize, mix and share information, making service information management a necessary but relatively unknown managerial task. On the architectural level, service system -specific elements seem to disappear, but access to more general information elements and processes can be found. While this dissertation focuses on conceptual-level design artifact construction, the results provide also very practical implications for service providers. Personal, visual and hidden activities of service, and more importantly all changes that take place in any service system have also an information dimension. Making this information dimension visual and prioritizing the processed information based on service dimensions is likely to provide new opportunities to increase activities and provide a new type of service potential for customers.

Spektrikuvien tiivistäminen itseorganisoituvan kartan avulla.

Vuosi vuodelta kasvava tietokoneiden prosessointikyky on mahdollistanut harmaataso- ja RGB-värikuvia tarkempien spektrikuvien käsittelyn järjellisessä ajassa ilman suuria kustannuksia. Ongelmana on kuitenkin, ettei talletus- ja tiedonsiirtomedia ole kehittynyt prosessointikyvyn vauhdissa. Ratkaisu tähän ongelmaan on spektrikuvien tiivistäminen talletuksen ja tiedonsiirron ajaksi. Tässä työssä esitellään menetelmä, jossa spektrikuva tiivistetään kahdessa vaiheessa: ensin ryhmittelemällä itseorganisoituvan kartan (SOM) avulla ja toisessa vaiheessa jatketaan tiivistämistä perinteisin menetelmin. Saadut tiivistyssuhteet ovat merkittäviä vääristymän pysyessä siedettävänä. Työ on tehty Lappeenrannan teknillisen korkeakoulun Tietotekniikan osaston Tietojenkäsittelytekniikan tutkimuslaboratoriossa osana laajempaa kuvantiivistyksen tutkimushanketta.

Hämeenlinnan Energian kaukolämpö- ja maakaasuverkoston suunnittelu- ja kunnossapitoympäristön kehittäminen tietojärjestelmien avulla

Diplomityössä selvitetään Hämeenlinnan Energian kaukolämpö- ja maakaasuverkoston suunnitteluun ja kunnossapitoon liittyvien tietojärjestelmien kehitysmahdollisuuksia. Käydään läpi olemassa olevat järjestelmät ja todetaan olevan tarpeen uudistaa verkostolaskenta- ja kunnossapito-ohjelmia. Mahdolliseksi uudeksi verkostolaskentaohjelmaksi rajataan Komartekin Flowra 32 tai Process Visionin lämpö Nexus. Kunnossapidon osalta Komartekin Lämpökunto tai Kunnondatan Visual Maint. Tehtyjen ohjelmavertailujen jälkeen työssä esitetään Hämeenlinnan Energian uudeksi verkostolaskentaohjelmaksi lämpö Nexus ja kunnossapito-ohjelmaksi Visual Maint. Ohjelmahankinnoille esitetään käyttöönottosuunnitelmat. Olemassa olevien tietojärjestelmien osalta esitetään vaihtoehtoja, joilla voidaan lisätä ohjelmista saatavaa hyötyä.

Web Software Engineering - value added approach

Taking the maximum advantage of technological innovations and the investment in them is of key importance for businesses. The IT industry offers a wide range of innovative high-technology solutions to manage information processing and distribution. However for end-user businesses to make informed decisions in this area is challenging. The aim of this research is to identify the key differences in principal solutions, and what the selection criteria should be for those involved. Existing methodologies for software development are classified, and some key criteria are described to help IT system developers and users determine what are the most important factors in system selection, development and deployment. Statistical data is researched and analysed, a theoretical basis is developed and reviewed, key issues from case studies are identified and generalized to be presented along with the conclusions in the current study. The results give a good basis for corporate consideration and provide overall support to the key decisions in developing web-based software. The conclusion is that new web developments should be considered the stakeholders as an evolution of existing business systems, but they should then pay particular attention to the new advantages that web-based software offers in terms of standardised interfaces and procedures, universal deployment opportunities, and a range of other benefits the study highlights.

Financial Modeling to Support Organizational Control

Tutkimus tarkastelee taloudellisia mallintamismahdollisuuksia metsäteollisuuden liiketoimintayksikössä. Tavoitteena on suunnitella ja luoda taloudellinen malli liiketoimintayksikölle, jonka avulla sen tuloksen analysoiminen ja ennustaminen on mahdollista. Tutkimusta tarkastellaan konstruktiivisen tutkimusmenetelmän avulla. Teoreettinen viitekehys tarkastelee olemassa olevan informaation muotoilemista keskittyen tiedon jalostamisen tarpeisiin, päätöksenteon asettamiin vaatimuksiin sekä mallintamiseen. Toiseksi, teoria esittää informaatiolle asetettavia vaatimuksia organisatorisen ohjauksen näkökulmasta.Empiirinen tieto kerätään osallistuvan havainnoinnin avulla hyödyntäen epävirallisia keskusteluja, tietojärjestelmiä ja laskentatoimen dokumentteja. Tulokset osoittavat, että liikevoiton ennustaminen mallin avulla on vaikeaa, koska taustalla vaikuttavien muuttujien määrä on suuri. Tästä johtuen malli täytyykin rakentaa niin, että se tarkastelee liikevoittoa niin yksityiskohtaisella tasolla kuin mahdollista. Testauksessa mallin tarkkuus osoittautui sitä paremmaksi, mitä tarkemmalla tasolla ennustaminen tapahtui. Lisäksi testaus osoitti, että malli on käyttökelpoinen liiketoiminnan ohjauksessa lyhyellä aikavälillä. Näin se luo myös pohjan pitkän aikavälin ennustamiselle.

Social Cognition and Behavior in Relationship Context

Social information processing (SIP; Crick & Dodge, 1994) and social-cognitive learning theories have been often used to understand children’s problem behaviors, such as aggression. According to these theories, children’s thinking guides their subsequent behaviors. Although most of us agree that social behavior and underlying thought processes are context-dependent, personality and social development researchers have usually engaged in searching for stable patterns of dispositions and behaviors, ignoring (or treating as error) the variance across different situations and relationship types. This, however, can result in erroneous conclusions and question the interpretation of previous findings. Four studies were conducted to explore the influence of relationship context on children’s social-cognitive evaluations and behavior. Samples were fourth to sixth graders from Estonia and Finland. Social cognitions were assessed by presenting children with hypothetical vignettes where the previously identified relationship partner’s behavior had a negative consequence for the child (Studies I, II, and IV), followed by questions measuring different social-cognitive processes (e.g., hostile attributions, behavioral strategies, outcome expectations and self-efficacy beliefs for aggression). In addition, in Studies II and IV, children provided information about their behavior within a specific relationship context. In Study III, an affective priming paradigm was employed where participants were presented with a short display of photographs of children’s liked and disliked classmates, and unknown peers. The results of this thesis suggest that children’s thinking and behavior are largely influenced by the affective valence of the relationship. Moreover, cognitions guide behavior within the relationship. The current findings offer a fruitful avenue for studying the heterogeneity of peer interactions.

Cognitive Functions After Traumatic Brain Injury. A 30-year Follow-up Study

Many cognitive deficits after TBI (traumatic brain injury) are well known, such as memory and concentration problems, as well as reduced information-processing speed. What happens to patients and cognitive functioning after immediate recovery is poorly known. Cognitive functioning is flexible and may be influenced by genetic, psychological and environmental factors decades after TBI. The general aim of this thesis was to describe the long-term cognitive course after TBI, to find variables that may contribute to it, and how the cognitive functions after TBI are associated with specific medical factors and reduced survival. The original study group consisted of 192 patients with TBI who were originally assessed with the Mild Deterioration Battery (MDB) on average two years after the injury, during the years 1966 – 1972. During a 30-year follow-up, we studied the risks for reduced survival, and the mortality of the patients was compared with the general population using the Standardized Mortality Ratio (SMR). Sixty-one patients were re-assessed during 1998-2000. These patients were evaluated with the MDB, computerized testing, and with various other neuropsychological methods for attention and executive functions. Apolipoprotein-E (ApoE) genotyping and magnetic resonance imaging (MRI) based on volumetric analysis of the hippocampus and lateral ventricles were performed. Depressive symptoms were evaluated with the short form of the Beck depression inventory. The cognitive performance at follow-up was compared with a control group that was similar to the study group in regard to age and education. The cognitive outcome of the patients with TBI varied after three decades. The majority of the patients showed a decline in their cognitive level, the rest either improved or stayed at the same level. Male gender and higher age at injury were significant risk factors for the decline. Whereas most cognitive domains declined during the follow-up, semantic memory behaved in the opposite way, showing recovery after TBI. In the follow-up assessment, the memory decline and impairments in the set-shifting domain of executive functions were associated with MRI-volumetric measures, whereas reduction in information-processing speed was not associated with the MRI measures. The presence of local contusions was only weakly associated with cognitive functions. Only few cognitive methods for attention were capable of discriminating TBI patients with and without depressive symptoms. On the other hand, most complex attentional tests were sensitive enough to discriminate TBI patients (non-depressive) from controls. This means that complex attention functions, mediated by the frontal lobes, are relatively independent of depressive symptoms post-TBI. The presence of ApoE4 was associated with different kinds of memory processes including verbal and visual episodic memory, semantic memory and verbal working memory, depending on the length of time since TBI. Many other cognitive processes were not affected by the presence of ApoE4. Age at injury and poor vocational outcome were independent risk factors for reduced survival in the multivariate analysis. Late mortality was higher among younger subjects (age < 40 years at death) compared with the general population which should be borne in mind when assessing the need for rehabilitation services and long-term follow-up after TBI.

Electrical Equivalent Circuit for Dry Bacteriorhodopsin Sensor

Bacteriorhodopsin (BR) is a photosensitive protein which functions as a light-driven proton pump. Due to its photoactivity, BR could be used in photosensing and information processing which has inspired researchers to study the photoelectric response and the appropriate measurement instrumentation for BR. In this thesis, the measurement instrumentation connected to a dry BR sensor was confirmed to affect the photovoltage response measured by using voltage amplifiers. Changing of the input impedance of the measurement instrumentation was shown to alter a part of the measured photovoltage response. The photocurrent measurements using transimpedance amplifier and the presented electrical equivalent circuit were used to show that the photocurrent measurements have no significant effect on the photoelectric response. The photocurrent was shown to be a derivate of the photovoltage response measured from the dry BR sensor when it was compared to the response measured with a voltage amplifier. This confirmed that another part of the photovoltage response was not affected by the measurement instrumentation. The time-variant behavior of the dry BR sensor was confirmed in both the photocurrent and the photovoltage measurements. This was caused by the fact that the capacitance of the dry BR sensor changes with the excitation light intensity.

Tietokantojen yhdistäminen järjestelmän rajapintoja hyödyntäen

Tässä työssä on pyritty kartoittamaan mahdollisuudet omatoimiseen Voyager-kirjastojärjestelmän aineistotietokantojen ja asiakasrekisterien yhdistelyyn. Lähtökohtana on ollut oletus, että kohdejärjestelmän tietokantaan ei ole oikeuksia eikä sopimusteknistä mahdollisuuttakaan kirjoittaa tietoja suoraan kyselykielellä. Järjestelmän dokumentaatiota sekä verkostoa hyödyntämällä olen pyrkinyt kartoittamaan mahdollisuudet kaiken toiminnallisuuden vaatiman datan siirtoon. Hyödyntämällä järjestelmän rajapintoja, voidaan saavuttaa kustannussäästöjä sekä joustavuutta työn suorittamisen aikataulutukseen. Bibliografisen datan siirtoon Voyager-kirjastojärjestelmässä on mahdollisuus hyödyntää palvelimella eräajona suoritettavaa ohjelmaa. Tässä eräajossa voidaan siirtää sekä bibliografiset tietueet että varastotietueet. Nidetietojen kirjoittamiseksi kohteena olevaan tietokantaan käytetään Visual Studio -sovellusta, joka hyödyntää luettelointirajapintaa. Asiakastietojen siirtoon on mahdollista hyödyntää palvelimella suoritettavaa eräajoa, jonka syötteeksi kirjoitetaan määrämittainen syötetiedosto. Asiakastietueisiin sidotut lainatiedot voidaan siirtää kohdetietokantaan asiakasohjelman offline-lainaustoiminnolla.

Developing Global Sourcing

Global Sourcing has gained popularity among Multinational Corporations as a method to achieve competitive advantage in increasingly competitive international environment. However, the companies pursuing coordinated global sourcing strategies in many cases tend to overlook many potential synergies from global sourcing. The objective of this research is to identify development areas in which the case company can further improve its conduct regarding global sourcing. This thesis was done as a case study for a MNC with business units across the world. The data used to analyse the case company is based on personal observations of the researcher, company’s material regarding its global sourcing, and on themed interviews and discussions with the company’s purchasing personnel. The analyses of this research are qualitative in nature, relying on subjective observations of the researcher. The research revealed that the case company has room for improvement in many of the identified success factors of global sourcing. One main recommendation of the thesis is to introduce portfolio-tool to identify synergy areas from global sourcing in a more systematic manner. In addition, the thesis proposes that information-processing framework can help the case company design more effective integration mechanisms that are required to process complex information emerging when sourcing globally.