Omistajuus asiakasomisteisissa osuuskunnissa

Asiakasomisteiset osuuskunnat ovat menestyneet Suomessa erittäin hyvin. Niiden ymmärtäminen yritysmuotona on kuitenkin toistaiseksi perustunut lähinnä muilla kuin liiketaloustieteen oppialoilla tehdyille tutkimuksille. Johtaminen ja organisaatiot -oppialalla asiakasomisteista osuustoimintaa on tutkittu erittäin vähän. Tämä väitöskirja pyrkii vastaamaan osuustoiminnan liiketaloustieteellisen tutkimuksen kehittämisen haasteeseen keskittymällä omistajuuteen, yritystoiminnan erityispiirteiden ytimeen. Tutkimus osallistuu osuustoiminnallisesta omistajuudesta Suomessa käytävään akateemiseen keskusteluun esittelemällä viitekehyksen asiakasomisteisen osuuskunnan omistajuuden tulkitsemiseen. Tutkimuksessa pyritään ymmärtämään asiakasomistajuuden ulottuvuuksia, kuten ne rakentuvat osuustoiminnan asiantuntijoiden puheenvuoroissa. Asiakasomistajuutta ei siis analysoida "rivijäsenten" näkökulmasta, vaan tulkinta rajoittuu OP-ryhmän osuuspankkien ja S-ryhmän osuuskauppojen johtajien ja hallintohenkilöiden sekä tutkijoidentutkimusaineistossa esittämiin selontekoihin. Aineisto koostuu kaikkiaan kolmestakymmenestäviidestä haastattelusta sekä dokumenttiaineistosta. Tulkittavia tekstejä lähestytään siten, että niiden ajatellaan ylläpitävän ja aktiivisesti rakentavan asiakasomisteisten osuuskuntien omistajuutta. Väitöskirjassa rakentuva asiakasomistajuuden malli pitää sisällään sekä taloudellisrationaalisen että psykologisen omistajuuden niin yksittäisen asiakasomistajan kuin jäsenyhteisön näkökulmasta. Työn teoreettisena kontribuutiona on erityisesti asiakasomisteisen osuuskunnan omistajuuden psykologisen ulottuvuuden määrittely sekä sen liittäminen yhteisötasolla paikallisuuteen ja alueellisuuteen. Edellä mainittujen omistajuuden ulottuvuuksien ollessa kiinteästi sidoksissa asiakasomisteisten osuuskuntien rakenteeseen ja toimintatapaan, ne tarjoavat kehityspohjan kyseisten yritysten johtamista ja omistajaohjausta käsitteleville teorioille.

Osuustoiminnasta kilpailuetua huoltoasemaliiketoiminnassa case: S-ryhmän ABC-ketju ja Suomalainen Energiaosuuskunta (SEO)

Tutkimuksen tarkoituksena on osallistua liiketaloustieteissä käytävään keskusteluun osuustoimintayritysten kilpailuedun lähteistä. Tutkimus on luonteeltaan laadullinen haastattelututkimus ja tutkielman empiirisenä aineistona toimivat kohdeorganisaatioiden S-ryhmän ABC-ketjun ja Suomalaisen Energiaosuuskunnan (SEO) johtajien haastattelut. Tutkimuksen tavoitteena on kirjallisuuden ja haastattelujen pohjalta ymmärtää ja kuvata, mitä on osuustoiminnan kilpailuetu ja tarjoaako osuustoiminnallisuus itsessään sekä yritysmuotona kilpailuetua Suomen huoltoasemaliiketoiminnassa. Tutkimuksen mukaan osuustoiminta tarjoaa kilpailuetua huoltoasemaliiketoiminnassa erityisesti organisaatiomuodon vuoksi. S-ryhmän ABC-ketjun keskeisiä kilpailuetuja ovat paikallisuus, asiakasomistajuus, bonusjärjestelmä, asemaverkosto, huoltoasemakonsepti ja toimitusketjun kustannustehokkuus. Suomalaisen Energiaosuuskunnan (SEO) kilpailuetuja ovat puolestaan suomalaisuus, paikallisuus ja yrittäjävetoisuus.

Jäsenen psykologinen side Etelä-Karjalan Eekoon Osuuskaupassa

Pro gradu -tutkielman tavoitteena on selvittää asiakasomistajien psykologisen omistajuuden tila Etelä-Karjalan Eekoon Osuuskaupassa. Tavoitteena on selvittää miten psykologista sidettä voi vahvistaa ja mitä keinoja on syytä välttää sitoutettaessa asiakasomistajia. Tutkielma on toteutettu laadullisin menetelmin. Tutkielmassa käsitellään psykologista omistajuutta ja identifioitumista sen lähikäsitteiden sitoutumisen ja sisäistämisen avulla. Tutkielman tuloksista ilmenee, että jäsenten psykologinen side Osuuskauppaa kohtaan on melko heikko ja jäsenet eivät tunne olevansa omistajia Osuuskaupassa. Jäsenten psykologinen side vahvistuu Eekoossa parhaiten niin, että jäsenet kokevat voivansa konkreettisesti vaikuttaa Osuuskaupan toimintaan.

The interaction of ownership structure and customer satisfaction as determinants of brand equity

In this paper we study the interaction between ownership structure and customer satisfaction, and their impact on a firm's brand equity. We find that customer satisfaction has a positive direct effect on brand equity but an indirect negative one, through reductions in ownership concentration. This latter effect emerges when managers are focused mainly on satisfying customers. It gives out a warning signal that highlights the perverse effect of implementing policies focused excessively on satisfying customers at the expense of shareholders, on a firm's brand equity. We demonstrate our theoretical contention, empirically, making use of an incomplete panel data comprising 69 firms from 11 different nations for the period 2002-2005.

Ownership structure, customer satisfaction and brand equity

This paper studies the interaction between ownership structure, taken as a proxy for shareholders commitment, and customer satisfaction - the main driver of consumer loyalty - and their impact on a firm s brand equity. The results show that customer satisfaction has a positive direct effect on brand equity but an indirect negative one because of reductions in ownership concentration. This latter effect emerges when managers are mainly customer-oriented. Such result gives out a warning signal that highlights the perverse effect of implementing policies, focused excessively on satisfying customers at the expense of shareholders, on a firm s brand equity. The empirical analysis uses an incomplete panel data comprising 69 firms from 11 nations, for the period 2002-2005.

Multiclass Hammersley-Aldous-Diaconis process and multiclass-customer queues

In the Hammersley-Aldous-Diaconis process, infinitely many particles sit in R and at most one particle is allowed at each position. A particle at x, whose nearest neighbor to the right is at y, jumps at rate y - x to a position uniformly distributed in the interval (x, y). The basic coupling between trajectories with different initial configuration induces a process with different classes of particles. We show that the invariant measures for the two-class process can be obtained as follows. First, a stationary M/M/1 queue is constructed as a function of two homogeneous Poisson processes, the arrivals with rate, and the (attempted) services with rate rho > lambda Then put first class particles at the instants of departures (effective services) and second class particles at the instants of unused services. The procedure is generalized for the n-class case by using n - 1 queues in tandem with n - 1 priority types of customers. A multi-line process is introduced; it consists of a coupling (different from Liggett's basic coupling), having as invariant measure the product of Poisson processes. The definition of the multi-line process involves the dual points of the space-time Poisson process used in the graphical construction of the reversed process. The coupled process is a transformation of the multi-line process and its invariant measure is the transformation described above of the product measure.

Family Business: how family and ownership shapes business professionalization

This article`s main purpose consists in showing how family and ownership cultures may influence the process of making a ""well-performing"" organization, based on an empirical study in family business in Brazil. The study aimed to find critical moments of company`s history and the focus was to compare critical moments with the three-dimension model of family business development proposed by Davis et al. (1996). Through facts sequence, research was organized so as to find how the process influenced company`s professionalization. The article concludes that family and its value and culture may impact on the evolution, and the first step to organize a company is to organize the family that leads the company.

Customer Perception about Loyalty Programs in Agricultural Market: a case study

This study discusses the use of loyalty programs and Customer perception in, agricultural market. The theoretical review includes relationship marketing, its objectives, dimensions and instruments, and loyalty programs. The method for the empirical part consisted on qualitative research, through a case study conducted at one of the largest crop protection chemical companies in Brazil. The case is representative once this company was pioneer in its segment in adopting the customer relationship management. (CRM) approach to-their clients: It has been a consensus that customer relationship is a tool to amplify the Customer share. This.,is so, due the. increasing competition generated by the entrance of generic products and the retaliation actions adopted by the multinational groups. The case study includes a market overview, a description of the company, its loyalty program, the image of the program from the customer`s perspective, and the main results acquired with the CRM program. The Study also presents some recommendations for-companies that are pursuing strategies to. increase their customer share through loyalty programs.

Evaluation of the Importance of Attributes in Customer Satisfaction with Supermarkets in the Mid-Valley Region of the Itajai - SC

In a dynamic atmosphere of competitiveness, customer satisfaction is a key factor in the long term success of a business relationship. From this perspective, the objective of the article was to evaluate the importance of attributes and customer satisfaction with Supermarkets in the Mid-Valley region of the ltajai/SC. Research methodology is characterized as descriptive, of the survey type, with a quantitative, cross section approach. The research instrument used was a questionnaire structured with open and closed questions, according to Lickert`s scale. By means of this, the degree of importance of supermarket attributes and the level of customer satisfaction with them were verified. In regard to the importance of the attributes, cleaning, parking, safety and variety of products are the most important, while the attributes Of purchase through the internet and taste samples are the least significant ones. The results of satisfaction point to the fact that the Supermarkets Big and Angeloni presented a greater degree of satisfaction in relation to the general average in practically all of the attributes, while Bistek presented the smallest degree of satisfaction, only surpassing the average in regard to the attribute of store lighting.

BRAZILIAN CENSUS SOURCES AND OWNERSHIP OF SLAVES IN THE 1870S

There exists a significant group of sources of a census nature for the study of slavery in the 1870s. These sources derive mainly from the registration of slaves that was established by the Law of the Free Womb of 1871. In this article, we discuss the different ways of presenting registration information. We analyze a sample of the registered slave population, including 69 towns from different parts of the country that total a little over 112,000 slaves and 25, 000 slave holders. In addition to characterizing the demographic profile of the slaves that make up the sample, we verify the ownership of slaves.

Relationships between pet ownership and health: Asking questions and passing criticisms

The literature examining purported relationships between ownership of companion animals and health is extremely heterogeneous. While much of the descriptive literature tends to support benefits of animal companionship, large scale, controlled research yields inconsistent and even contradictory findings on several issues, including associations with cardiovascular disease, mood and wellbeing. In an analysis of a large longitudinal data-set from the Australian Longitudinal Study on Women's Health, a prospective study of a nationally representative sample of more than 12,000 older women, difficulties with disentangling the effects of powerful demographic variables and age-related factors from the specific effects of pet ownership became apparent. Both cross-sectional and longitudinal analyses demonstrated that associations between mental and physical health and pet ownership as well as changes in pet ownership over time were weak and inconsistent compared to the large effects of living arrangements and other demographic variables. As sociodemographic variables relate strongly to both health and opportunities for pet ownership, this high level of confounding means it is unlikely that the impact of the specific variable of pet ownership on health can be ascertained from such studies. Rather, well-designed experimental studies, wherein the majority of such confounding variables can be held constant or at least somewhat controlled, are needed.

The impact of staff empowerment and communication style on customer evaluations: The special case of service failure

Empowering front-line staff to deal with service failures has been proposed as a method of recovering from service breakdown and ensuring greater customer satisfaction. However, no empirical study has investigated consumer responses to empowerment strategies. This research investigates the effect on customer satisfaction and service quality of two employee characteristics: the degree to which the employee is empowered (full, limited, and none), and the employee's communication style (accommodative - informal and personal, and underaccommodative-formal and impersonal). These employee characteristics are studied within the context of service failures. Subjects were shown videotaped service scenarios, and asked to complete satisfaction and service quality ratings. Results revealed that the fully empowered employee produced more customer satisfaction than the other conditions, but only when the service provider used an accommodating style of communication. Fully empowered and nonempowered employees were not judged differently when an underaccommodating style of communication was adopted. (C) 1997 John Wiley & Sons, Inc.

Customer emotions in service failure and recovery encounters

Emotions play a significant role in the workplace, and considerable attention has been given to the study of employee emotions. Customers also play a central function in organizations, but much less is known about customer emotions. This chapter reviews the growing literature on customer emotions in employee–customer interfaces with a focus on service failure and recovery encounters, where emotions are heightened. It highlights emerging themes and key findings, addresses the measurement, modeling, and management of customer emotions, and identifies future research streams. Attention is given to emotional contagion, relationships between affective and cognitive processes, customer anger, customer rage, and individual differences.