| fullrecord |
[{"key": "dc.contributor.advisor", "value": "Kemppainen, Tiina", "language": null, "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "T\u00e4htinen, Leevi", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2025-06-09T13:58:46Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2025-06-09T13:58:46Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2025", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/103274", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "T\u00e4m\u00e4n pro gradu -tutkielman tavoitteena oli selvitt\u00e4\u00e4 asiakaskokemuksen muodostumisen keskeisi\u00e4 tekij\u00f6it\u00e4 sek\u00e4 niiden roolia asiakaspysyvyydess\u00e4 energia-alalla. Aihetta on tutkittu varsin v\u00e4h\u00e4n energia-alan kontekstissa, vaikka asiakaskokemuksen strateginen merkitys kilpailutekij\u00e4n\u00e4 on kasvanut useilla toimialoilla. Tutkielmassa hy\u00f6dynnettiin laadullista l\u00e4hestymistapaa, ja aineisto ker\u00e4ttiin yksil\u00f6teemahaastatteluiden avulla tammikuun 2025 aikana. Otokseksi valikoitui monimuotoisuusperusteisen harkinnanvaraisen otannan avulla er\u00e4\u00e4n suomalaisen valtakunnallisen energiayhti\u00f6n nykyisi\u00e4 ja entisi\u00e4 asiakkaita (n = 30). Aineisto analysoitiin aineistol\u00e4ht\u00f6isen temaattisen analyysin avulla. \n\nTulosten perusteella asiakaskokemuksen muodostumisen keskeisi\u00e4 tekij\u00f6it\u00e4 energia-alalla ovat hinta, palvelutarjooma, asiakassuhteen hoito & markkinointiviestint\u00e4, br\u00e4ndi sek\u00e4 toimialakohtaiset erityispiirteet. Tunnistetuista keskeisist\u00e4 tekij\u00f6ist\u00e4, erityisesti s\u00e4hk\u00f6n hinta on oleellinen tekij\u00e4 asiakaskokemuksen muodostumisessa, koska odotukset energia-alan yrityksi\u00e4 kohtaan rakentuvat pitk\u00e4lti hinnan ymp\u00e4rille. T\u00e4t\u00e4 selitt\u00e4v\u00e4t s\u00e4hk\u00f6n v\u00e4ltt\u00e4m\u00e4tt\u00f6myyspalvelun luonne, ja se, ett\u00e4 myyt\u00e4v\u00e4 ydintuote on kaikilla palveluntarjoajilla samanlainen. My\u00f6s asiakaspysyvyyden kannalta hinnalla on keskeisin rooli. Asiakaspysyvyyden n\u00e4k\u00f6kulmasta asiakassuhteen hoidolla ja markkinointiviestinn\u00e4ll\u00e4 voidaan vaikuttaa asiakkaan vaihtohalukkuuteen, tunnistaa muuttuvia tarpeita sek\u00e4 rakentaa tunnesiteit\u00e4 asiakkaan ja s\u00e4hk\u00f6yhti\u00f6n v\u00e4lille. Lis\u00e4ksi palvelutarjooman puutteet voivat aiheuttaa kynnyskysymyksi\u00e4 asiakkaille s\u00e4hk\u00f6yhti\u00f6t\u00e4 valittaessa ja sen rooli tunnistettiin keskeiseksi erityisesti asiakaskokemusta arvioitaessa.\n\nJohtop\u00e4\u00e4t\u00f6ksen\u00e4 voidaan todeta, ett\u00e4 asiakaskokemuksen kehitt\u00e4minen energia-alalla edellytt\u00e4\u00e4 hinnoittelun lis\u00e4ksi vahvaa panostusta henkil\u00f6kohtaiseen vuorovaikutukseen, s\u00e4hk\u00f6yhti\u00f6n ennakoivaan ja aloitteelliseen viestint\u00e4\u00e4n sek\u00e4 asiakasl\u00e4ht\u00f6iseen palvelutarjoomaan. Tutkimus syvent\u00e4\u00e4 ymm\u00e4rryst\u00e4 asiakaskokemuksen ja asiakaspysyvyyden v\u00e4lisest\u00e4 yhteydest\u00e4, sek\u00e4 tuottaa energia-alalle spesifi\u00e4 tietoa asiakaskokemuksen muodostumisesta ja sen merkityksest\u00e4 asiakaspysyvyydess\u00e4.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by jyx lomake-julkaisija (jyx-julkaisija.group@korppi.jyu.fi) on 2025-06-09T13:58:46Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2025-06-09T13:58:46Z (GMT). No. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "113", "language": null, "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.format.mimetype", "value": "application/pdf", "language": null, "element": "format", "qualifier": "mimetype", "schema": "dc"}, {"key": "dc.language.iso", "value": "fin", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "CC BY 4.0", "language": null, "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.title", "value": "Asiakaskokemuksen muodostumisen keskeiset tekij\u00e4t ja n\u00e4iden tekij\u00f6iden rooli asiakaspysyvyydess\u00e4 energia-alalla", "language": null, "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "master thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-202506095074", "language": null, "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Jyv\u00e4skyl\u00e4n yliopiston kauppakorkeakoulu", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Jyv\u00e4skyl\u00e4 University School of Business and Economics", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Markkinointi", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Marketing", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_bdcc", "language": null, "element": "type", "qualifier": "coar", "schema": "dc"}, {"key": "dc.rights.copyright", "value": "\u00a9 The Author(s)", "language": null, "element": "rights", "qualifier": "copyright", "schema": "dc"}, {"key": "dc.rights.accesslevel", "value": "openAccess", "language": null, "element": "rights", "qualifier": "accesslevel", "schema": "dc"}, {"key": "dc.type.publication", "value": "masterThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.format.content", "value": "fulltext", "language": null, "element": "format", "qualifier": "content", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://creativecommons.org/licenses/by/4.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}, {"key": "dc.description.accessibilityfeature", "value": "ei tietoa saavutettavuudesta", "language": "fi", "element": "description", "qualifier": "accessibilityfeature", "schema": "dc"}, {"key": "dc.description.accessibilityfeature", "value": "unknown accessibility", "language": "en", "element": "description", "qualifier": "accessibilityfeature", "schema": "dc"}]
|