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[{"key": "dc.contributor.advisor", "value": "Sepp\u00e4nen, Ville", "language": null, "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Jauhiainen, Riikka", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2016-02-10T10:36:39Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2016-02-10T10:36:39Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2016", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/48727", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Teknologiaperustainen itsepalvelu on yleistynyt nopeasti ja se on joissakin tapauksissa korvaamassa kokonaan henkil\u00f6kohtaisen palvelun. Yritysten kannalta olisi edullista, ett\u00e4 mahdollisimman moni asiakas k\u00e4ytt\u00e4isi itsepalvelukanavia, mutta asiakkaat ovat usein tyytym\u00e4tt\u00f6mi\u00e4 tai turhautuneita itsepalveluun. T\u00e4ss\u00e4 kandidaatintutkielmassa selvitet\u00e4\u00e4n kirjallisuuskatsauksen keinoin, mitk\u00e4 ulkoiset ja teknologial\u00e4ht\u00f6iset tekij\u00e4t vaikuttavat asiakkaan palvelukokemukseen teknologiaperustaisen itsepalvelun kontekstissa. Lis\u00e4ksi tutkielmassa syvennyt\u00e4\u00e4n tarkemmin ihmiskontaktin puuttumiseen palvelutapahtumasta, sek\u00e4 siit\u00e4 mahdollisesti seuraaviin haasteisiin onnistuneen palvelukokemuksen kannalta. Palvelukokemuksessa tyytym\u00e4tt\u00f6myytt\u00e4 tuottavia tekij\u00f6it\u00e4 ovat esimerkiksi teknologian pett\u00e4minen, huono suunnittelu, sek\u00e4 kustomoinnin ja asiakkaan tarpeisiin reagoinnin puutteellisuus. Tyytyv\u00e4isyytt\u00e4 tuottavia tekij\u00f6it\u00e4 ovat muun muassa asiakkaan suurempi kontrolli, helppok\u00e4ytt\u00f6isyys, sek\u00e4 saavutettavuus. Ihmiskontaktin puuttuminen vaikeuttaa muun muassa asiakkaiden ilahduttamista, sek\u00e4 palvelutapahtumassa tapahtuneiden virheiden korjaamista. Tutkielman tulokset antavat suuntaviivoja siit\u00e4 millaisia asioita kannattaisi onnistuneiden palvelukokemusten takaamiseksi ottaa huomioon itsepalveluj\u00e4rjestelmi\u00e4 suunniteltaessa sek\u00e4 vanhoja j\u00e4rjestelmi\u00e4 parantaessa.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Technology-based self-service is becoming more and more common and in some cases it is even replacing personal service. Companies try to encourage their customers in using self-service channels, but customers are often unsatisfied or frustrated with self-service. The purpose of this bachelor\u2019s thesis is to find out which external and technology-related factors have effect on service experience in technology-based self-service context. The second goal of this literature review is to explore the absence of human interaction in service encounter and the possible consequences and challenges caused by it. In the service encounter possible satisfiers include perceived control, accessibility and easy to use technology. Examples of dissatisfiers are technology failure, poor design and inadequate reacting to customers\u2019 requests and problems. The absence of human interaction hinders delighting the customers and delays service recovery. These results can be used as guidelines about what should be taken into consideration in order to ensure successful service experiences with technology-based self-service systems.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Riikka Jauhiainen (rivijauh) on 2016-02-10 10:36:39.473291. Form: Kandidaatintutkielma -lomake (https://kirjasto.jyu.fi/julkaisut/julkaisulomakkeet/kandin-tutkielma-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 2016-02-10T10:36:39Z\nNo. of bitstreams: 2\nURN:NBN:fi:jyu-201602101533.pdf: 377934 bytes, checksum: 8021d991b7676a018753a9fd7e6ce52f (MD5)\nlicense.html: 4813 bytes, checksum: 801e5cddafc56433d90140c01a585d09 (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2016-02-10T10:36:39Z (GMT). No. of bitstreams: 2\nURN:NBN:fi:jyu-201602101533.pdf: 377934 bytes, checksum: 8021d991b7676a018753a9fd7e6ce52f (MD5)\nlicense.html: 4813 bytes, checksum: 801e5cddafc56433d90140c01a585d09 (MD5)\n Previous issue date: 2016", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "32", "language": "", "element": "format", "qualifier": "extent", "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": "Teknologiaperustainen itsepalvelu", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "palvelukokemus", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakastyytyv\u00e4isyys", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "palvelun laatu.", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Teknologiaperustaisen itsepalvelun vaikutus palvelukokemukseen", "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-201602101533", "language": null, "element": "identifier", "qualifier": "urn", "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": "2016-02-10T10:36:40Z", "language": null, "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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