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[{"key": "dc.contributor.advisor", "value": "Kr\u00f6ger, Teppo.", "language": null, "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Heikkinen, Paula", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2015-06-12T13:52:58Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2015-06-12T13:52:58Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2015", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.other", "value": "oai:jykdok.linneanet.fi:1475990", "language": null, "element": "identifier", "qualifier": "other", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/46303", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Tutkimuksessa tarkastellaan Kelan luottamusta asiakkaisiin etuuksien ratkaisuty\u00f6n kautta ja etuusk\u00e4sittelij\u00f6iden n\u00e4k\u00f6kulmasta. Tutkimuksen tarkoituksena on selvitt\u00e4\u00e4, miss\u00e4 suhteessa Kelan etuusk\u00e4sittelij\u00e4t luottavat asiakkaisiin ja millaisia reunaehtoja Kela asettaa luottamuksen tai sen puutteen ilmenemiselle suhteessa asiakkaisiin. Ilmi\u00f6t\u00e4 j\u00e4sennell\u00e4\u00e4n ja sen merkityst\u00e4 perustellaan katutason byrokraatti- ja katutason byrokratiateorioiden avulla. \n\nTutkimusta taustoitetaan kartoittamalla, mit\u00e4 luottamuksesta on aikaisemmin yhteiskuntatieteiden piiriss\u00e4 kirjoitettu. Kiinnostuksen kohteena on varsinkin luottamuksen merkitys hyvinvointivaltiossa. Instituution luottamus kansalaisiin tai asiakkaisiin ja katutason byrokraattien luottamus kansalaisiin tai asiakkaisiin on tutkimusasetelmana valtavirrasta poikkeava. \n\nTutkimuksen aineiston muodostaa 11 teemahaastattelua. Haastateltavat ovat Kelan etuusk\u00e4sittelij\u00f6it\u00e4. Aineistoa on analysoitu sis\u00e4ll\u00f6nanalyysin ja teemoittelun keinoin. Tutkimustulokset esit\u00e4n erillisess\u00e4 luvussa, joka jakautuu k\u00e4siteltyjen teemojen mukaisiin alalukuihin. Johtop\u00e4\u00e4t\u00f6kset- ja pohdintaluku on omistettu tutkimuksen tulosten ja tutkimusaiheen pohdintaan aikaisemman kirjallisuuden valossa. \n\nKeskeisin\u00e4 havaintoina etuusk\u00e4sittelij\u00e4n luottamuksesta asiakkaaseen esit\u00e4n, ett\u00e4 luottamus muistuttaa yleistynytt\u00e4 luottamusta, etuusk\u00e4sittelij\u00f6iden luottamus kohdistuu ensisijaisesti asiakkaiden moraaliin ja luottamusvajetta esiintyy suhteessa asiakkaiden taitoihin ja kykyihin. Kela puolestaan rajoittaa etuusk\u00e4sittelij\u00f6iden luottamuksen tai sen puutteen ilmenemist\u00e4 suhteessa asiakkaaseen etuusk\u00e4sittelij\u00f6iden harkintavallan m\u00e4\u00e4r\u00e4\u00e4 s\u00e4\u00e4telem\u00e4ll\u00e4 sek\u00e4 menettelytapaohjeiden ja etuusohjeiden kautta. \n\nTutkielman tuloksista voidaan p\u00e4\u00e4tell\u00e4, ett\u00e4 Kelan ja etuusk\u00e4sittelij\u00f6iden luottamuksella asiakkaaseen saattaa olla merkityst\u00e4 kansalaisten kokemuksille suomalaisesta hyvinvointivaltiosta sek\u00e4 kansalaisten v\u00e4liselle luottamukselle.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Paula Heikkinen (pakahehe) on 2015-06-12 13:52:58.207007. Form: Pro gradu -lomake (https://kirjasto.jyu.fi/julkaisut/julkaisulomakkeet/pro-gradu-lomake). JyX data: [jyx_publishing-allowed (fi) =True]", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by jyx lomake-julkaisija (jyx-julkaisija.group@korppi.jyu.fi) on 2015-06-12T13:52:58Z\nNo. of bitstreams: 2\nURN:NBN:fi:jyu-201506122311.pdf: 543023 bytes, checksum: 051b54a8dfc12c25f0944000ee2410ef (MD5)\nlicense.html: 4826 bytes, checksum: c49928032bb53a8cd5ecd06418044385 (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2015-06-12T13:52:58Z (GMT). No. of bitstreams: 2\nURN:NBN:fi:jyu-201506122311.pdf: 543023 bytes, checksum: 051b54a8dfc12c25f0944000ee2410ef (MD5)\nlicense.html: 4826 bytes, checksum: c49928032bb53a8cd5ecd06418044385 (MD5)\n Previous issue date: 2015", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "1 verkkoaineisto (73 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": "Suomi", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Kelan luottamus asiakkaaseen : etuuksien ratkaisuty\u00f6n n\u00e4k\u00f6kulma", "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-201506122311", "language": null, "element": "identifier", "qualifier": "urn", "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": "Yhteiskuntatieteellinen tiedekunta", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Faculty of Social Sciences", "language": "en", "element": "contributor", "qualifier": "faculty", 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