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[{"key": "dc.contributor.author", "value": "Juvonen, Taina", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2012-01-07T11:51:02Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2012-01-07T11:51:02Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2011", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.other", "value": "oai:jykdok.linneanet.fi:1191610", "language": null, "element": "identifier", "qualifier": "other", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/37169", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "T\u00e4m\u00e4n pro gradu-ty\u00f6n tarkoituksena oli selvitt\u00e4\u00e4, mill\u00e4 eri tavoilla ty\u00f6ss\u00e4 oppimista tapahtuu puhelinasiakaspalvelussa, ja mitk\u00e4 tekij\u00e4t vaikuttavat oppimiseen. Lis\u00e4ksi t\u00e4ss\u00e4 tutkimuksessa haluttiin tutkia, miten esimies voi vaikuttaa alaistensa ty\u00f6ss\u00e4 oppimiseen. Tutkimuksessa keskityt\u00e4\u00e4n informaaliin oppimiseen eli oppimiseen, jota tapahtuu jokap\u00e4iv\u00e4isess\u00e4 ty\u00f6ss\u00e4 eik\u00e4 niink\u00e4\u00e4n j\u00e4rjestetyiss\u00e4 koulutuksissa. Ty\u00f6ss\u00e4 oppimista tarkastellaan t\u00e4ss\u00e4 tutkimuksessa ty\u00f6ntekij\u00f6iden n\u00e4k\u00f6kulmasta. Perusjoukkona tutkimuksessa olivat puhelinasiakaspalveluty\u00f6ss\u00e4 ty\u00f6skentelev\u00e4t. Tutkimusaineisto ker\u00e4ttiin useasta suomalaisesta yrityksest\u00e4 eri puolilta Suomea, joissa tehd\u00e4\u00e4n puhelinasiakaspalveluty\u00f6t\u00e4. Tutkimus toteutettiin kvantitatiivisena kyselytutkimuksena, koska t\u00e4ll\u00e4 tavalla saatiin selvitetty\u00e4 isomman joukon ajatuksia ja mielipiteit\u00e4. Tutkimuksen vastausprosentti oli 27 ja k\u00e4ytett\u00e4vi\u00e4 vastauksia saatiin 130. \n\nAineisto analysoitiin k\u00e4ytt\u00e4m\u00e4ll\u00e4 sek\u00e4 tilastollisia ett\u00e4 laadullisia menetelmi\u00e4. Tilastollisista menetelmist\u00e4 k\u00e4ytettiin p\u00e4\u00e4komponenttianalyysia, Cronbachin alfa-kertoimia, t-testi\u00e4, yksisuuntaista varianssianalyysia sek\u00e4 ristiintaulukointia ja khin neli\u00f6 testi\u00e4.\n\nTutkimuksessa saatiin selville, ett\u00e4 puhelinasiakaspalvelussa informaali oppiminen on avainasemassa ja oppimista tapahtuukin jos ei p\u00e4ivitt\u00e4in niin viikoittain. Puhelinasiakaspalvelussa tapahtuva ty\u00f6ss\u00e4 oppiminen perustuu pitk\u00e4lti vuorovaikutukseen sek\u00e4 itse ty\u00f6n tekemiseen ja siin\u00e4 vastaan tuleviin tilanteisiin. Toki ei tule unohtaa muitakaan oppimisen tapoja, joita tutkimuksessa on tullut esille, esimerkiksi virheist\u00e4 oppimista. Sek\u00e4 ty\u00f6- ett\u00e4 oppimismotivaatiolla on t\u00e4m\u00e4n tutkimuksen mukaan merkityksellinen rooli ty\u00f6ss\u00e4 oppimisessa, ja t\u00e4m\u00e4 tulisi ottaa huomioon my\u00f6s yrityksen johdossa. T\u00e4ss\u00e4 tutkimuksessa selvisi my\u00f6s, ett\u00e4 ty\u00f6paikan mielekkyys tukee ty\u00f6ntekij\u00e4n ty\u00f6ss\u00e4 oppimista merkitt\u00e4v\u00e4ll\u00e4 tavalla. Ty\u00f6paikan mielekkyyteen sis\u00e4ltyy mm. ty\u00f6ntekij\u00e4n motivointi ja sitouttaminen ty\u00f6yhteis\u00f6\u00f6n. Esimiehen vaikutuksesta ty\u00f6ss\u00e4 oppimiseen havaittiin, ett\u00e4 esimiehen tulisi tukea ja helpottaa ty\u00f6ntekij\u00f6iden ty\u00f6ss\u00e4 oppimista.", "language": null, "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Taina Juvonen (takajuvo) on 2012-01-07 11:51:00.359272. Form: Pro gradu -lomake (1 tekij\u00e4) (https://kirjasto.jyu.fi/julkaisut/julkaisulomakkeet/pro-gradu-lomake-1-tekijae). JyX data:", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by jyx lomake-julkaisija (jyx-julkaisija@noreply.fi) on 2012-01-07T11:51:01Z\nNo. of bitstreams: 2\nURN:NBN:fi:jyu-201201071013.pdf: 338451 bytes, checksum: 76d3cd011c2e8bc315fcb6636ae1fe09 (MD5)\nlicense.html: 4977 bytes, checksum: 7af665605aaefba2fbed908c7a92b846 (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2012-01-07T11:51:02Z (GMT). No. of bitstreams: 2\nURN:NBN:fi:jyu-201201071013.pdf: 338451 bytes, checksum: 76d3cd011c2e8bc315fcb6636ae1fe09 (MD5)\nlicense.html: 4977 bytes, checksum: 7af665605aaefba2fbed908c7a92b846 (MD5)\n Previous issue date: 2011", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "77 sivua", "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": "In Copyright", "language": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "ty\u00f6ss\u00e4 oppiminen", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "puhelinasiakaspalvelu", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "vuorovaikutus", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "motivaatio", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Ty\u00f6ss\u00e4 oppiminen puhelinasiakaspalvelussa", "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-201201071013", "language": null, "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.dcmitype", "value": "Text", "language": "en", "element": "type", "qualifier": "dcmitype", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "language": "fi", 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"dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Adult Education", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Aikuiskasvatus", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.date.updated", "value": "2012-01-07T11:51:02Z", "language": null, "element": "date", "qualifier": "updated", "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.accesslevel", "value": "openAccess", "language": "fi", "element": "rights", "qualifier": "accesslevel", "schema": "dc"}, {"key": "dc.type.publication", "value": "masterThesis", "language": null, "element": "type", 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