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[{"key": "dc.contributor.author", "value": "Innil\u00e4, Frans", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2014-03-11T14:39:13Z", "language": "", "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2014-03-11T14:39:13Z", "language": "", "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2014", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/43066", "language": "", "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Tutkielma selvitt\u00e4\u00e4 aiempaan tutkimukseen perustuen itsepalvelukassojen ja asiakaskokemuksen suhdetta. Tavoitteena on hahmottaa, kuinka itsepalvelukassat vaikuttavat asiakaskokemuksen muodostumisessa. Lis\u00e4ksi selvitet\u00e4\u00e4n edellytykset itsepalvelukassojen hyv\u00e4n asiakaskokemuksen aikaansaamiseksi. Tutkimustarve perustuu nousevaan kiinnostukseen itsepalveluteknologioita kohtaan, kuten my\u00f6s asiakaskokemuksen merkityksen kasvulle kaupanalan kilpailun kiristyess\u00e4 ja asiakkaiden vaatimusten kasvaessa. Lis\u00e4ksi tutkimus on aiemmin painottunut l\u00e4hinn\u00e4 itsepalvelukassojen teknisiin ja taloudellisiin edellytyksiin, sek\u00e4 k\u00e4ytett\u00e4vyyden tarkasteluun.\r\nTutkielma yhdistelee n\u00e4k\u00f6kulman uutuuden vuoksi laajasti aiempaa tutkimusta niin kognitiotieteist\u00e4 kuin tietotekniikan ja kaupanalaltakin. Tutkielma rajataan marketkaupan itsepalvelukassatoteutuksiin tarkastellen aihetta mahdollisimman suomalaisesta n\u00e4k\u00f6kulmasta. Ensiksi m\u00e4\u00e4ritell\u00e4\u00e4n asiakaskokemuksen rakenne, jonka j\u00e4lkeen esitell\u00e4\u00e4n itsepalvelukassojen konsepti ja sen tilanne Suomessa. T\u00e4t\u00e4 seuraa itsepalvelukassan ja asiakaskokemuksen suhteiden selvitt\u00e4minen.\r\nTuloksina havaitaan, ett\u00e4 itsepalvelukassat vaikuttavat asiakaskokemuksen muodostumisessa moniulotteisesti. Ulottuvuuksina tarkastellaan k\u00e4ytt\u00e4j\u00e4kokemusta, ostokokemusta, sek\u00e4 palvelukokemusta. Itsepalvelukassat miellet\u00e4\u00e4n kassa-asioinnin nopeuttamisen ja tilanne- sek\u00e4 asiakassidonnaisen jouston osalta asiakaskokemusta parantavana konseptina. Otollisena toimintaymp\u00e4rist\u00f6n\u00e4 pidet\u00e4\u00e4n arkisia, valmiiksi itsepalvelukonseptiin nojaavia myym\u00e4l\u00f6it\u00e4, kuten marketmyym\u00e4l\u00f6it\u00e4. Toisaalta palvelukokemus heikentyy teknologisesti arkojen ja henkil\u00f6kohtaista palvelua odottavien asiakkaiden keskuudessa. Itsepalvelukassap\u00e4\u00e4tteiden laadukas toteutus, asiakkaiden hyv\u00e4 perehdytt\u00e4minen ja motivointi p\u00e4\u00e4tteiden k\u00e4ytt\u00e4miseen n\u00e4htiin avainkeinoina hyv\u00e4n asiakasko-kemuksen muodostumiseksi.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "This bachelor thesis examines the relationship between SSCOs (self-service checkout systems) and customer experience relying on previous research and literature. The study discovers the influence of SSCOs on customer experience. It also explores how to enable good customer experience on SSCOs. The need for this study is based on the rising interest of self-service technologies as well as the signification of the customer experience as a competitive advantage. Until now the concept of SSCOs has been considered from technical, economic and usability-oriented perspectives. Due to the novelty of approach in this thesis, it considers previous research from a vast set of fields including cognitive science, information systems and economics.\r\nThe study was undertaken from the perspective of supermarkets in the Finnish daily consumer goods sector. Firstly, this thesis defines the structure of the customer experience. Secondly, it introduces the concept of SSCOs and the concept\u2019s current situation in Finland. Thirdly, it evaluates the relationship between the concept and customer experience.\r\nThe results indicate that the structure of customer experience of SSCOs is a complex wholeness. It consists of user experience, buying experience and service experience. SSCOs please customers as a rapid and adaptive option along with the traditional checkouts. The favored environment for self-service check-outs is daily consumer stores which already rely on the idea of collecting items as self-service. On the other hand, the value of the service experience declines among customers fearful of technology, as well as among customers who expect personal customer service. The most important ways to enable good customer experience on SSCOs are good technical implementation, well-made introduction of the implementation to the customers and motivating them to use the new system.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Seija Paananen (sepaanan) on 2014-03-11 14:39:12.650624. Form: Admin-lomake rajoitetuille kandidaatintutkielmille (https://kirjasto.jyu.fi/julkaisut/julkaisulomakkeet/admin-lomake-rajoitetuille-kandeille). 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 2014-03-11T14:39:13Z\r\nNo. of bitstreams: 2\r\nURN:NBN:fi:jyu-201403111334.pdf: 489755 bytes, checksum: cc5b9df61850f601ad000911be100f1e (MD5)\r\nlicense.html: 107 bytes, checksum: a7d86e598caa500b1b433bbb9dc8ef1c (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2014-03-11T14:39:13Z (GMT). No. of bitstreams: 2\r\nURN:NBN:fi:jyu-201403111334.pdf: 489755 bytes, checksum: cc5b9df61850f601ad000911be100f1e (MD5)\r\nlicense.html: 107 bytes, checksum: a7d86e598caa500b1b433bbb9dc8ef1c (MD5)\r\n Previous issue date: 2014", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "34", "language": "", "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.language.iso", "value": "fin", "language": "", "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": "asiakaskokemus", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "k\u00e4ytt\u00e4j\u00e4kokemus", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "ostokokemus", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "palvelukokemus", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "itsepalvelukassa", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Itsepalvelukassat asiakasn\u00e4k\u00f6kulmasta: Vaikutus asiakaskokemuksen muodostumisessa", "language": "", "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "bachelor thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-201403111334", "language": "", "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": "Kandidaatintutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Bachelor's thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Informaatioteknologian tiedekunta", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Faculty of Information Technology", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Informaatioteknologia", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Information Technology", "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": "Tietoj\u00e4rjestelm\u00e4tiede", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Information Systems Science", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.date.updated", "value": "2014-03-11T14:39:13Z", "language": "", "element": "date", "qualifier": "updated", "schema": "dc"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_7a1f", "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": "bachelorThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}]
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