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museot.fi. 2011 a. http://www.museot.fi/museohaku/index.php?x_hakulause=&kunta_id=0&maakunta_id =0&topic_5=1&museohaku=1&tulosta=1&paluu=%2Fmuseohaku%2Findex.php%3Fx _hakulause%3D%26kunta_id%3D0%26maakunta_id%3D0%26topic_5%3D1%26muse ohaku%3D1 (Collected 31.10.2011). museot.fi. Taidemuseot. 2011 c. http://www.museot.fi/index.php?k=8071 (Collected 15.11.2011). National Board of Antiquities. Museotilastot. 2011. http://www.museotilasto.fi/index.php?id=17 (Collected 01.05.2011). National Board of Antiquities. Museotilastot. 2009. http://www.nba.fi/fi/tilastot (Collected 14.11.2011). Newell Frederick. Why CRM Doesn’t Work. London: Kogan Page Limited, 2003. Official Statistics of Finland (OSF) 2. ”Sosiaalinen media: verkkomedian ja yhteisöpalvelujen käyttö.” Tieto- ja viestintätekniikan käyttö [verkkojulkaisu]. http://www.stat.fi/til/sutivi/2010/sutivi_2010_2010-10-26_kat_003_fi.html. Tuott. ISSN=1799-3504. Helsinki, 2010. Official Statistics of Finland (OSF). Use of information and communications technology [e- publication]. http://www.stat.fi/til/sutivi/2010/sutivi_2010_2010-10- 26_tie_001_en.html. Tuott. ISSN=1799-3504. Helsinki, 31.10.2010. O'Reilly, Tim. Not 2.0? 05.08.2005 b. http://radar.oreilly.com/archives/2005/08/not-20.html (Collected 10.08.2011). O'Reilly, Tim. What Is Web 2.0 Design Patterns and Business Models for the Next Generation of Software. 30. 09 2005 a. http://oreilly.com/web2/archive/what-is-web- 20.html (Collected 03.08.2011). Pöntinen Seppo. ”Vertailtavuus ja mittaamisen ongelma.” In Vertailevan tutkimuksen ulottuvuuksia, By: Risto Alapuro & Ilkka Arminen, p. 41–52. Porvoo: WSOY, 2004. 109
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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. (
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approximately 30 percent of the use
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developed for the function of filte
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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 and 104: 8 REFERENCES Alasuutari, P. Laadull
Page 105 and 106: Conway Tony & Debra Leighton. ”Co
Page 107 and 108: Grönroos Christian. ”Service Qua
Page 109: McDaniel Clay. ”3 Key Metrics To
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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