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[{"key": "dc.contributor.author", "value": "Penttil\u00e4, Jaana", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2012-10-08T08:36:19Z", "language": "", "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2012-10-08T08:36:19Z", "language": "", "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2012", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.other", "value": "oai:jykdok.linneanet.fi:1231869", "language": null, "element": "identifier", "qualifier": "other", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/39927", "language": "", "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Ulkomaalaistaustaisten asukkaiden ja turistien m\u00e4\u00e4r\u00e4 Suomessa on kasvanut huomattavasti viime vuosien aikana. Yritysten resurssien ohjaaminen t\u00e4m\u00e4n alati kasvavan ja ostovoimaisen asiakaskunnan tarpeiden huomioimiseen voisi edist\u00e4\u00e4 asiakaspalvelualan yritysten liiketoimintaa. T\u00e4ll\u00e4 hetkell\u00e4 on kuitenkin ep\u00e4selv\u00e4\u00e4 miten hyvin ulkomaalaisten asiakkaiden erityistarpeet on huomioitu suomalaisessa asiakaspalvelussa.\r\nTutkimuksen tavoitteena oli tutkia asiakastyytyv\u00e4isyytt\u00e4 kulttuurienv\u00e4lisiss\u00e4 asiakaspalvelutilanteissa Suomessa. Kvalitatiivinen tutkimus suoritettiin puoli-strukturoitujen teemahaastatteluiden avulla ja haastateltaviksi valittiin joukko ulkomaalaisia vaihto- ja tutkinto-opiskelijoita, jotka opiskelivat korkeakoulussa Jyv\u00e4skyl\u00e4ss\u00e4 kev\u00e4\u00e4ll\u00e4 2011. Tutkimuksen viitekehyksen\u00e4 toimi vuonna 2009 julkaistu ICSE (Intercultural Service Encounter) -k\u00e4siteviitekehys, jota k\u00e4ytettiin asiakkaiden n\u00e4k\u00f6kulmien kuvailemiseen kulttuurienv\u00e4lisiss\u00e4 asiakaspalvelutilanteissa. Tutkimuksen toisena tavoitteena oli testata viitekehyksen paikkansapit\u00e4vyytt\u00e4.\r\nAnalyysiss\u00e4 tutkittiin mahdollisia k\u00e4yt\u00f6ksellisi\u00e4 syit\u00e4 onnistuneisiin ja ep\u00e4onnistuneisiin kulttuurienv\u00e4lisiin asiakaspalvelutilanteisiin asiakkaan n\u00e4k\u00f6kulmasta. Tulokset osoittivat, ett\u00e4 kulttuurienv\u00e4lisell\u00e4 kompetenssilla, asiakaspalvelijan k\u00e4yt\u00f6ksell\u00e4 sek\u00e4 sill\u00e4 miten asiakas k\u00e4yt\u00f6ksen tulkitsee, oli suuri ja moninainen rooli asiakastyytyv\u00e4isyyden luomisessa. Haastateltavien kertomusten pohjalta saadut erilaiset k\u00e4ytt\u00e4ytymistavat jaettiin nelj\u00e4\u00e4n eri kategoriaan k\u00e4siteviitekehyst\u00e4 mukaillen. Tutkimuksessa k\u00e4vi my\u00f6s ilmi, ett\u00e4 ICSE -k\u00e4siteviitekehyksen esitt\u00e4m\u00e4t v\u00e4itt\u00e4m\u00e4t olivat paikkansapit\u00e4vi\u00e4 t\u00e4m\u00e4n tutkimuksen yhteydess\u00e4.\r\nTutkimus kulttuurienv\u00e4lisest\u00e4 asiakaspalvelusta on Suomessa viel\u00e4 varsin v\u00e4h\u00e4ist\u00e4 ja lis\u00e4tutkimukselle on tarvetta. T\u00e4m\u00e4n hetkiset tutkimukset kuitenkin painottavat kulttuurienv\u00e4lisen koulutuksen t\u00e4rkeytt\u00e4 ty\u00f6paikoilla. Kulttuurienv\u00e4lisen asiakaspalvelu-ty\u00f6n edist\u00e4mist\u00e4 varten tutkielman liitteeksi on lis\u00e4tty yritysten esimiehille ja asiakaspalvelijoille suunnattu tiivistelm\u00e4 tutkimuksen t\u00e4rkeimmist\u00e4 tuloksista.", "language": "", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Jaana Penttil\u00e4 (jalisupe) on 2012-10-08 08:36:19.041865. 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 2012-10-08T08:36:19Z\r\nNo. of bitstreams: 2\r\nURN:NBN:fi:jyu-201210082627.pdf: 570904 bytes, checksum: f215a292a591da28fcb4a904a8cc7315 (MD5)\r\nlicense.html: 5053 bytes, checksum: eb43be692c36ec9c43ac2ff2f98e3466 (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2012-10-08T08:36:19Z (GMT). No. of bitstreams: 2\r\nURN:NBN:fi:jyu-201210082627.pdf: 570904 bytes, checksum: f215a292a591da28fcb4a904a8cc7315 (MD5)\r\nlicense.html: 5053 bytes, checksum: eb43be692c36ec9c43ac2ff2f98e3466 (MD5)\r\n Previous issue date: 2012", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "99 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": "eng", "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": "customer satisfaction", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "ICSE conceptual framework", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "interaction comfort", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "intercultural communication", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "intercultural competence", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "intercultural customer service", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "inter-role congruence", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "perceived cultural distance", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Intercultural customer service encounters : a behavioral study of satisfactory and unsatisfactory service outcomes", "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-201210082627", "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", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Humanistinen tiedekunta", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Faculty of Humanities", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Kielten laitos", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Department of Languages", "language": "en", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Englannin kieli", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "English", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.method", "value": "Kvalitatiivinen tutkimus", "language": null, "element": "subject", "qualifier": "method", "schema": "dc"}, {"key": "dc.date.updated", "value": "2012-10-08T08:36:20Z", "language": "", "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", "qualifier": "publication", "schema": "dc"}, {"key": "dc.subject.oppiainekoodi", "value": "301", "language": null, "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakastyytyv\u00e4isyys", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakaspalvelu", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "kulttuurienv\u00e4linen viestint\u00e4", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "kulttuurienv\u00e4linen vuorovaikutus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "vuorovaikutus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.format.content", "value": "fulltext", "language": null, "element": "format", "qualifier": "content", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}, {"key": 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