Asiakaslähtöisen myyntiprosessin kehittäminen myyntitilanteessa kuluttajamarkkinoilla: Case Firma Oy

Tutkimuksen tavoitteena oli selvittää henkilökohtaisen myyntityön myyntiprosessia ja myyjän asiakaslähtöisyyttä kuluttajamarkkinoilla. Aiempi tutkimus on kirjallisuudessa keskittynyt enemmän B2B- markkinoiden myyntiprosessiin, joten tutkimuksen tekeminen voidaan nähdä perusteltuna. Tutkimuksen kohteena oli päivittäistavaramarkkinoilla toimiva ketju, jonka viihde-elektroniikan osaston toimintaa tutkittiin haastattelemalla neljää yrityksessä työskentelevää henkilöä. Henkilöt toimivat eri toimipaikoissa ja tehtävissä, minkä avulla pyrittiin saavuttamaan kokonaisvaltaisempi kuva yrityksen toiminnasta. Lisäksi myyntiosastoilla suoritettiin mysteeriostamista asiakaslähtöisyyden selvittämiseksi. Tutkimuksen johtopäätöksenä huomattiin, että asiakaslähtöisen myynnin saavuttamiseksi myyjien tulisi keskittyä myyntiprosessissa kunnollisen tarvekartoituksen tekemiseen ja ehdotettava ratkaisua rohkeammin asiakkaalle. Yrityksen tulisi painottaa näiden vaiheiden tärkeyttä myyjille, sillä molempien osapuolien voidaan nähdä hyötyvän erityisesti kunnollisen tarvekartoituksen tekemisestä. Myyjien tulisi myös panostaa kokonaisuuksien ja ratkaisujen myymiseen myyntityössä. Tutkimus myös esittää yritykselle käytännön kehitysideoita, jotka keskittyvät myyjien motivoimiseen, tuoteosaamisen lisäämiseen, osto- ja myyntiosastojen toiminnan lähentämiseen sekä henkilökohtaisen palveluajan tarjoamiseen asiakkaille.

Interdependence of Emerging Eastern European stock markets

One of the main developments in the global economy during the past decades has been the growth of emerging economies. Projections for their long-term growth, changes in the investment climate, corporate transparency and demography point to an increasing role for these emerging economies in the global economy. Today, emerging economies are usually considered as financial markets offering opportunities for high returns, good risk diversification and improved return-to-risk ratios. However, researchers have noted that these advantages may be in decline because of the increasing market integration. Nevertheless, it is likely that certain financial markets and specific sectors will remain partially segmented and somewhat insulated from the global economy for the year to come. This doctoral dissertation investigates several stock markets in Emerging Eastern Europe (EEE), including the ones in Russia, Poland, Hungary, the Czech Republic, Bulgaria and Slovenia. The objective is to analyze the returns and financial risks in these emerging markets from international investor’s point of view. This study also examines the segmentation/integration of these financial markets and the possibilities to diversify and hedge financial risk. The dissertation is divided into two parts. The first includes a review of the theoretical background for the articles and a review of the literature on EEE stock markets. It includes an overview of the methodology and research design applied in the analysis and a summary of articles from the second part of this dissertation and their main findings. The second part consists of four research publications. This work contributes to studies on emerging stock markets in four ways. First, it adds to the body of research on the pricing of risk, providing new empirical evidence about partial stock market segmentation in EEE. The results suggest that the aggregate emerging market risk is a relevant driver for stock market returns and that this market risk can be used to price financial instruments and forecast their performance. Second, it contributes to the empirical research on the integration of stock markets, asset prices and exchange rates by identifying the relationships between these markets through volatility and asset pricing. The results show that certain sectors of stock markets in EEE are not as integrated as others. For example, the Polish consumer goods sector, the Hungarian telecommunications sector, and the Czech financial sector are somewhat isolated from their counterparts elsewhere in Europe. Nevertheless, an analysis of the impact of EU accession in 2004 on stock markets suggests that most of the EEE markets are becoming increasingly integrated with the global markets. Third, this thesis complements the scientific literature in the field of shock and volatility spillovers by examining the mechanism of spillover distribution among the EU and EEE countries. The results illustrate that spillovers in emerging markets are mostly from a foreign exchange to the stock markets. Moreover, the results show that the effects of external shocks on stock markets have increased after the enlargement of the EU in 2004. Finally, this study is unique because it analyzes the effects of foreign macroeconomic news on geographically closely related countries. The results suggest that the effects of macroeconomic announcements on volatility are significant and have effect that varies across markets and their sectors. Moreover, the results show that the foreign macroeconomic news releases, somewhat surprisingly, have a greater effect on the EEE markets than the local macroeconomic news. This dissertation has a number of implications for the industry and for practitioners. It analyses financial risk associated with investing in Emerging Eastern Europe. Investors may use this information to construct and optimize investment portfolios. Moreover, this dissertation provides insights for investors and portfolio managers considering asset allocation to protect value or obtain higher returns. The results have also implications for asset pricing and portfolio selection in light of macroeconomic news releases.

A global transport packaging guideline for selected business areas

In this Master’s Thesis a global transport packaging guideline for selected business areas was compiled for the Fiskars the company, which provides branded consumer goods for home, garden and outdoor use. The business areas included were Home and Garden business areas. The aim of the guideline was to be a comprehensive guide for the suppliers, product development, operations and external vendors of the company. The guideline consists of written instructions, tables and illustrations that provide useful information for players working with transport packages from sourcing through to shipments. As the role of corporate responsibility and sustainability has grown, a part of responsible manufacturing strategy includes using materials that are re-usable, recyclable or recoverable as energy or through composting. Hence packaging waste management implementations of different regions were also inspected. The resulting guide covers a range of topics concerning packaging and its transport. The topics include legal requirements, restricted materials and substances, preferred materials, markings, labeling of boxes, logistics and distribution center requirements, physical testing and an inspection checklist.

Learning to Understand the Retailers - The New Approach of a Paperboard Manufacturer

The aim of the study is to expand networking between a packaging material manufacturer and retailers in order to develop products which appeal to brand owners and their customers. The in-built targets are to understand the retailer’s role in the value chain, clarify who makes packaging decision of private label products, and canvass the importance of sustainability. The present value chain of the packaging material manufacturer is reviewed first. It is assumed that sustainability could be a common interest, and The Consumer Goods Forum’s “A Global Language for Packaging and Sustainability” report is shortly discussed. The presentation of the most common packaging materials is based on a guide called “Packaging in the Sustainability Agenda: A Guide for Corporate Decision Makers”. The terms manufacturer’s brand and private label are defined. A retail value chain with emphasis on the role of customers as partners is introduced. The study area is the Nordic countries, and the information about Nordic retailers was provided first by desk research. The interviews were made in Finland, Sweden, Norway and Denmark. The study method is qualitative: the intention was to get initial insights, ideas and understandings. The results are compiled under the headings: sustainability, private labels, cooperation and packaging development. Also the reasons for good profitability of private labels are explained. Sustainability or responsibility is a key driver for innovation in the retail sector. Private labels have become brands. The ways of cooperation between a packaging material manufacturer and a retailer could be education and training. Packaging development is of great interest to retailers and they are willing to contribute.

E-tailer business model creation: an information technology perspective

This research analyzes e-tailer business model formulation and the role of information technology in enabling value creation from the point of view of an e-tailer. The thesis explains the value creation dynamics and the components of an e-tailer business model and further illustrates how information technology enables value creation throughout the different components of e-tailer business models. The theoretical part of the thesis describes the sources of value creation in virtual markets through evaluating the explanatory value of traditional strategic management theories. The theoretical part advances to present an integrated model of the value creation mechanisms in the virtual markets and further describes the components of an e-tailer business model. The role of information technology in e-tailer business models are represented by illustrating how it is able to add value throughout the activities and processes of the e-tailer business model. The empirical descriptive qualitative single-case research focuses on demonstrating how a global retailer of consumer goods operates the different components in its business model. The findings indicate that information technology plays a considerable role in all the components of an e-tailer business model and should not be treated solely as a supporting business function, but rather as one of the most valuable assets in enabling successful e-tailing operations.

A China como um duplo pólo na economia mundial e a recentralização da economia asiática

China as a double pole in the world economy and the recentralization of the Asian economy. The extraordinary growth of Chinese trade that occurred in the last years changed China’s role on world and regional economy. As a major producer of industrial consumer goods to OCDE countries, China has negatively affected many Asian competitors but as an expansive market China became the main source of growth to Asian countries. This new dimension was achieved after the Asian crisis of 1997 by an economic expansion led by public investment. After considering the Chinese balance of payment position and its industrial strategy this paper investigates this double dimension of China on trade and its influence on Asian countries.

Reproductive Tourism in Argentina: Clinic Accreditation and its Implications for Consumers, Health Professionals and Policy Makers

A subcategory of medical tourism, reproductive tourism has been the subject of much public and policy debate in recent years. Specific concerns include: the exploitation of individuals and communities, access to needed health care services, fair allocation of limited resources, and the quality and safety of services provided by private clinics. To date, the focus of attention has been on the thriving medical and reproductive tourism sectors in Asia and Eastern Europe; there has been much less consideration given to more recent ‘players’ in Latin America, notably fertility clinics in Chile, Brazil, Mexico and Argentina. In this paper, we examine the context-specific ethical and policy implications of private Argentinean fertility clinics that market reproductive services via the internet. Whether or not one agrees that reproductive services should be made available as consumer goods, the fact is that they are provided as such by private clinics around the world. We argue that basic national regulatory mechanisms are required in countries such as Argentina that are marketing fertility services to local and international publics. Specifically, regular oversight of all fertility clinics is essential to ensure that consumer information is accurate and that marketed services are safe and effective. It is in the best interests of consumers, health professionals and policy makers that the reproductive tourism industry adopts safe and responsible medical practices.

Credibility on the Web

"La nature flexible et interactive d’Internet implique que de plus en plus de consommateurs l’utilisent en tant qu’outil d’information sur tous les sujets imaginables, qu’il s’agisse de trouver la meilleurs aubaine sur un billet d’avion, ou de se renseigner sur certains problèmes liés à leur santé. Cependant, une grande quantité de l’information disponible en ligne n’est pas impartiale. Certains sites web ne présentent qu’une vision des choses ou font la promotion des produits d’une seule entreprise. Les consommateurs sont plus habitués à évaluer le poid à attribuer à certains conseils ou autres formes d’informations dans un contexte différent. Une telle évaluation de la crédibilité d’une information devient plus difficile dans le monde virtuel où les indices du monde réel, de l’écrit ou de l’interaction face-à-face sont absents. Consumers International a développé une définition de la notion de « crédibilité de l’information retrouvée en ligne » et a établi une liste de critères pouvant l’évaluer. Entre les mois d’avril et juillet 2002, une équipe représentant 13 pays a visité 460 sites web destinés à fournir de l’information sur la santé, sur des produits financiers et sur les prix de voyages et de différents biens de consommation en utilisant ces critères. L’appréciation de ces données nous démontre que les consommateurs doivent faire preuve de prudence lorsqu’ils utilisent Internet comme source d’information. Afin de faire des choix éclairés sur la valeur à donner à une information retrouvée en ligne, les consommateurs doivent connaître ce qui suit : L’identité du propriétaire d’un site web, ses partenaires et publicitaires; La qualité de l’information fournie, incluant son actualité et sa clarté, l’identité des sources citées et l’autorité des individus donnant leur opinion; Si le contenu du site est contrôlé par des intérêts commerciaux, ou, s’il offre des liens, la nature de la relation avec le site visé; et Si on lui demandera de fournir des données personnelles, l’usage réservé à ces données et les mesures employées pour protéger ces données. Cette étude démontre que plusieurs sites ne fournissent pas suffisamment de détails dans ces domaines, ce qui risque d’exposer le consommateur à des informations inexactes, incomplètes ou même délibérément fausses. Les discours exagérés ou vagues de certains sites concernant leurs services ne fait qu’ajouter à la confusion. Ceci peut résulter en une perte de temps ou d’argent pour le consommateur, mais pour certaines catégories d’informations, comme les conseils visant la santé, le fait de se fier à de mauvais conseils peut avoir des conséquences beaucoup plus graves. Cette étude vise à aviser les consommateurs de toujours vérifier le contexte des sites avant de se fier aux informations qui s’y retrouvent. Elle demande aux entreprises d’adopter de meilleures pratiques commerciales et de fournir une information plus transparente afin d’accroître la confiance des consommateurs. Elle demande finalement aux gouvernements de contribuer à ce mouvement en assurant le respect des lois relatives à la consommation et des standards existants tant dans le monde réel que dans le monde virtuel."

La mise en présence dans l'acte d'achat : là où la consommation engendre le scénario

Le présent travail de recherche analyse l’acte d’achat et fait une brèche dans la relation mystérieuse que nous développons avec les biens de consommation. En microéconomie et en sociologie de la consommation, on considère que le consommateur fait des choix rationnels, et ce à travers un processus d’achat (Langlois, 2002). Ce processus est divisé en cinq étapes : la reconnaissance du problème, la recherche d’informations, l’évaluation des alternatives en concurrence, le choix et l’analyse post-achat (Brée, 2004). Bien que l’étape du choix soit certainement l’étape charnière du processus, car elle détermine le choix final menant à l’achat, elle est souvent comprise comme l’aboutissement de calculs préalables et non comme un moment régi par ses propres dynamiques. Le paradigme dominant en matière de choix, la théorie du choix rationnel, avance que nous formulons nos choix en recourant à des calculs d’utilité. Nous évaluons rationnellement les options afin d’optimiser notre situation en sélectionnant le choix qui nous rapporte le plus en nous coûtant le moins (Abell, 1991). Par contre, certains critiques de la théorie du choix rationnel allèguent que la multiplicité de choix encouragée par notre société engendre un stress lors de l’achat qui embrouille le jugement menant au choix. Cela invite à considérer la singularité du moment menant au choix. Que se passe-t-il chez le consommateur lorsqu’il est mis en présence d’un objet? En vérité, les disciplines qui s’intéressent au comportement du consommateur éludent la présence de l’objet comme forme d’influence sur le jugement. Dans le cadre de cette recherche, nous entendons par la mise en présence le moment où un individu est en présence d’un objet spécifique ou d’une représentation d’un objet. Lorsque mis en présence de l’objet, le consommateur fera un jugement qui sera potentiellement relatif aux sensations de beauté (Hutcheson, 1991) et aux émotions provoquées par un objet spécifique. Ainsi, les sens « externes » (la vue, l’ouïe, l’odorat, le goût, le toucher) stimulent un sens « esthétique » : le sens interne de la beauté (Hutcheson, 1991). De plus, il peut survenir, en consommation, lors de la mise en présence que l’émotion prenne la forme d’un jugement (Nussbaum, 2001). On définit les émotions comme un état affectif situationnel dirigé vers une chose (Desmet, 2002). C’est ainsi que la recherche s’est articulé autour de l’hypothèse suivante : de quelle manière la mise en présence influence le jugement du consommateur pendant le processus d’achat? Nous avons mené une enquête inspirée d’une approche qualitative auprès de consommateurs dont les résultats sont ici exposés et discutés. L’enquête tente dans un premier temps de cerner l’impact de la mise en présence dans le processus d’achat. Puis, le récit de magasinage de quatre participants est analysé à l’aide d’éléments tels les critères de choix, les facteurs, les influences et les contraintes. L’enquête montre notamment que la mise en présence intervient et modifie le jugement du consommateur. L’analyse des entretiens met en avant une tendance chez nos participants à la scénarisation tout au long du processus d’achat et particulièrement lors des moments de mise en présence. Nous avons observé que les moments de mise en présence alimentent le scénario imaginé par le consommateur et lui permet de créer des scénarios de vie future en interaction avec certains biens de consommation.

Modification of Polypropylene and Polystyrene Using Nanosilica

The present work focuses on the modification of the commonly used thermoplastics, polypropylene and polystyrene using nanosilica preparcd from a cheap source of sodium silicate. Melt compounding technique has been used for nanocomposite preparation as it is simple and suited to injection moulding. Nanosilica in a polymer matrix provide significant enhancement in strength, stiffness and impact strength. Incorporation of silica particles in a polymer also improves its thennal stability. To achieve better dispersion of fillers in polymer matrices the mixing was done at different shear rates. The enhancement in material properties indicates that at higher shear rates there is greater interaction between particles and the matrix and it depends on filler concentration and type of polymer used. N anosilica is a useful filler in thennoplastic polymers and has been applied in automotive applications, electronic appliances and consumer goods.This thesis is divided into six chapters. General introduction to the topic is described in chapter 1. Salient features of polymer nanocomposites, their synthesis, properties and applications are presented. A review of relevant literature and the scope and objectives are also mentioned in this chapter.The materials used and the vanous experimental method and techniques employed in the study are described in chapter 2. Preparation of nanocomposites by melt blending using Thenno Haake Rheocord, preparation of samples, evaluation of mechanical and thennal properties using UTM, Impact testing and characterization using DMA, TGA and DSC and morphology by SEM are described.The preparation of nanosilica from a laboratory scale to a pilot plant scale is described in chapter 3. Generation of surface modified silica, evaluation of kinetic parameters of the synthesis reaction, scale up of the reactor and modeling of the reactor are also dealt with in this chapter.The modification of the commodity thennoplastic, Polypropylene using nanosilica is described in chapter 4. Preparation of PP/silica nanocomposites, evaluation of mechanical properties, thermal and crystallization characteristics, water absorption and ageing resistance studies are also presented.The modification of Polystyrene using synthesized nanosilica IS described in chapter 5. The method of preparation of PS/silica nanocomposites, evaluation of mechanical properties (static and dynamic), thermal properties melt flow characteristics using Haake Rheocord, water absorption and ageing resistance of these nanocomposites are studied.

A Motion compensated filtering approach to remove sunlight flicker in shallow water images

A common problem in video surveys in very shallow waters is the presence of strong light fluctuations, due to sun light refraction. Refracted sunlight casts fast moving patterns, which can significantly degrade the quality of the acquired data. Motivated by the growing need to improve the quality of shallow water imagery, we propose a method to remove sunlight patterns in video sequences. The method exploits the fact that video sequences allow several observations of the same area of the sea floor, over time. It is based on computing the image difference between a given reference frame and the temporal median of a registered set of neighboring images. A key observation is that this difference will have two components with separable spectral content. One is related to the illumination field (lower spatial frequencies) and the other to the registration error (higher frequencies). The illumination field, recovered by lowpass filtering, is used to correct the reference image. In addition to removing the sunflickering patterns, an important advantage of the approach is the ability to preserve the sharpness in corrected image, even in the presence of registration inaccuracies. The effectiveness of the method is illustrated in image sets acquired under strong camera motion containing non-rigid benthic structures. The results testify the good performance and generality of the approach

Cuerpos cosificados: una lectura de Herencia de Clorinda Matto de Turner (Estudios)

En este ensayo la teoría de Karl Marx, sobre el bien de consumo y sobre los valores de uso e intercambio, así como también las reflexiones de la feminista De Luce Irigaray, expuestas en “Women on the Market”, nos ayudan a analizar las relaciones sociales en el siglo XIX y a ver al espacio de Lima como un gran mercado, en donde la sociedad burguesa hace uso de los objetos de moda para aparentar una posición social alta. En este espacio urbano, que aparece recargado de objetos de compra y venta, Margarita y Lucía se presentan como compradoras, pero no solo de objetos sino también de cuerpos, de esta manera, Margarita es un cuerpo exhibido en la gran vitrina que es Lima, en donde la clase alta debe observarla, aceptarla o rechazarla. Ella es mestiza, pero su origen no interesa, sino cómo luce su cuerpo y qué ostenta o aparenta tener, con lo cual ella, finalmente, consigue marido. En este ensayo se ve cómo el cuerpo femenino tiene un valor de intercambio, pues al ostentar puede aspirar a un candidato de clase alta también, sin embargo, en esta novela todos los cuerpos femeninos y masculinos llegan a tener un valor de uso o intercambio que no se mide por lo que se es, sino por lo que se aparenta por medio de la moda y sus lujos.

Wave-driven wind jets in the marine atmospheric boundary layer

The interaction between ocean surface waves and the overlying wind leads to a transfer of momentum across the air–sea interface. Atmospheric and oceanic models typically allow for momentum transfer to be directed only downward, from the atmosphere to the ocean. Recent observations have suggested that momentum can also be transferred upward when long wavelength waves, characteristic of remotely generated swell, propagate faster than the wind speed. The effect of upward momentum transfer on the marine atmospheric boundary layer is investigated here using idealized models that solve the momentum budget above the ocean surface. A variant of the classical Ekman model that accounts for the wave-induced stress demonstrates that, although the momentum flux due to the waves penetrates only a small fraction of the depth of the boundary layer, the wind profile is profoundly changed through its whole depth. When the upward momentum transfer from surface waves sufficiently exceeds the downward turbulent momentum flux, then the near-surface wind accelerates, resulting in a low-level wave-driven wind jet. This increases the Coriolis force in the boundary layer, and so the wind turns in the opposite direction to the classical Ekman layer. Calculations of the wave-induced stress due to a wave spectrum representative of fast-moving swell demonstrate upward momentum transfer that is dominated by contributions from waves in the vicinity of the peak in the swell spectrum. This is in contrast to wind-driven waves whose wave-induced stress is dominated by very short wavelength waves. Hence the role of swell can be characterized by the inverse wave age based on the wave phase speed corresponding to the peak in the spectrum. For a spectrum of waves, the total momentum flux is found to reverse sign and become upward, from waves to wind, when the inverse wave age drops below the range 0.15–0.2, which agrees reasonably well with previously published oceanic observations.

Oestrogenic and androgenic activity of triclosan in breast cancer cells

As a consequence of its widespread use as an antimicrobial agent in consumer goods, triclosan has become distributed ubiquitously across the ecosystem, and recent reports that it can cause endocrine disruption in aquatic species has increased concern. It is reported here that triclosan possesses intrinsic oestrogenic and androgenic activity in a range of assays in vitro which could provide some explanation for the endocrine disrupting properties described in aquatic populations. In terms of oestrogenic activity, triclosan displaced [H-3]oestradiol from oestrogen receptors (ER) of MCF7 human breast cancer cells and from recombinant human ER alpha/ER beta. Triclosan at 10(-5) M completely inhibited the induction of the oestrogen-responsive ERE-CAT reporter gene in MCF7 cells by 10(-10) M 17 beta-oestradiol and the stimulation of growth of MCF7 human breast cancer cells by 10(-10) M 17 beta-oestradiol. On its own, 1 mu M triclosan increased the growth of MCF7 cells over 21 days. Triclosan also had androgenic activity. It displaced [H-3]testosterone from binding to the ligand binding domain of the rat androgen receptor (AR). Triclosan was able to inhibit the induction of the androgen-responsive LTR-CAT reporter gene in S115 mouse mammary tumour cells by 10(-9) M testosterone and in T47D human breast cancer cells by 10(-8) M testosterone at concentrations of 10(-7) M and 10(-6) M, respectively. Triclosan at 2 x 10(-5) M antagonized the stimulation of the growth of S115+A mouse mammary tumour cells by 10(-9) M testosterone. The finding that triclosan has oestrogenic and androgenic activity warrants further investigation in relation to both endocrine disruption of aquatic wildlife and any possible impact on human health. Copyright (C) 2007 John Wiley & Sons, Ltd.

Artificial Intelligence: the basics

Artificial Intelligence: The Basics is a concise and cutting-edge introduction to the fast moving world of AI. The author Kevin Warwick, a pioneer in the field, examines issues of what it means to be man or machine and looks at advances in robotics which have blurred the boundaries. Topics covered include: how intelligence can be defined, whether machines can 'think', sensory input in machine systems, the nature of consciousness, the controversial culturing of human neurons. Exploring issues at the heart of the subject, this book is suitable for anyone interested in AI, and provides an illuminating and accessible introduction to this fascinating subject.