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your business, By: Nick Smith, Robert Wollan & Catherine Zhou. Hoboken, New Jersey: John Wiley & Sons, Inc., 2011 b. p. 16–35. Bourdeaux, Chris. ”Social Media Policies.” In The Social Media Management Handbook; Everything you need to know to get social media working in your business, By: Nick Smith, Robert Wollan & Catherine Zhou. Hoboken, New Jersey: John Wiley & Sons, Inc., 2011 a. p. 274–285. Bourdeaux, Chris. ”Staying Out of Trouble: Complying with FTC Disclosures.” In The Social Media Maanagement Handbook; Everything you need to know to get social media working in your business, By: Nick Smith, Robert Wollan & Catherine Zhou, p. 175– 186. Hoboken, New Jersey: John Wiley & Sons, Inc., 2011 c. Bruhn Manfred. Relationship Marketing, Management of Customer Relationships. Harlow: Pearson Education Limited, 2003. Bryman Alan. Social Research Methods. New York: Oxford University Press, 2008. Burton Christine, & Carol Scott. ”Museums: Challenges for the 21st Century.” International Journal of Arts Management, No. 2.. Vol.5. 2003. p. 56–68. Buttle Francis. Customer Relationship Management, Concepts and Tools. Amsterdam: Elsevier, 2004. Colbert Francois. "Entrepreneurship and Leadership in Marketing the Arts". International Journal of Arts Management, No. 1. Vol. 6. 2003. p. 30 –39. Camarero Carmen & María José Garrido. ”The Influence of Market and Product Orientation on Museum Performance.” International Journal of Arts Management, No. 2. Vol. 10. 2008. p. 14–26 . Constantinides Efthymios & Stefan J. Fountain. ”Web 2.0: Conceptual foundations and marketing issues.” Journal of Direct, Data and Digital Marketing Practice, No. 3. Vol. 9. 2008. p. 231–244. 103
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Is there more to it than posting a
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Tiivistelmä Tämä tutkimus osalli
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5 FINDINGS OF THE RESEARCH ........
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1 INTRODUCTION “Winning and keepi
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museums, are expected to outperform
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1.1 Research questions and structur
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& Levy (1969) defined it, it is jus
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profit, and governmental. Each of t
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and the consumer of a service are t
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3 THEORY: RELATIONSHIP WITH THE CUS
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3.2.1 A mindset for customer relati
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depends on the customer and industr
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to understand in service organizati
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fact that a service is created at t
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RM, however, is not a new phenomeno
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step to creating a relationship. Wi
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25). When the clientele of an organ
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all problems, for example, also in
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Traditionally customers have seen t
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entire process of co-creation of va
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messages received by the customers
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confused with the technology behind
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engage with the organization in soc
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media in an organization, and thus
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3.5.1 Social media applications Soc
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& Leighton 2011). Kozinets et al. (
Page 53 and 54: approximately 30 percent of the use
Page 55 and 56: developed for the function of filte
Page 57 and 58: important, what will it give to the
Page 59 and 60: 4 METHODOLOGY In order to find out
Page 61 and 62: interviews, instead of unstructured
Page 63 and 64: The methods used for data collectio
Page 65 and 66: with regard to the number of organi
Page 67 and 68: collections, the museums spent 2,8
Page 69 and 70: using the internet, but also they a
Page 71 and 72: Registered as a user in a social ne
Page 73 and 74: does what, at least almost on case
Page 75 and 76: wise to consider the style of writi
Page 77 and 78: there is or how to behave, or what
Page 79 and 80: Even though a few museums seemed to
Page 81 and 82: …There, in the online world a mus
Page 83 and 84: sized museum had, not only customer
Page 85 and 86: We don’t know whether people from
Page 87 and 88: Yes, you could day the experience i
Page 89 and 90: inquired on whether different conte
Page 91 and 92: 6 DISCUSSION In this chapter the fi
Page 93 and 94: Another concern the museums pointed
Page 95 and 96: utilization, would be clear to them
Page 97 and 98: 7 CONCLUSIONS In this chapter a dis
Page 99 and 100: that even when people do arrive int
Page 101 and 102: large-scale interactions with exter
Page 103: 8 REFERENCES Alasuutari, P. Laadull
Page 107 and 108: Grönroos Christian. ”Service Qua
Page 109 and 110: McDaniel Clay. ”3 Key Metrics To
Page 111 and 112: Passebois Juliette & Philippe Aurie
Page 113 and 114: Sorav Jain. ”40 Most Popular Soci
Page 115 and 116: APPENDIX 1: List of Finnish art mus
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