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[{"key": "dc.contributor.advisor", "value": "Asunta, Laura", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Paajoki, Emmi", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2016-03-23T18:26:10Z", "language": "", "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2016-03-23T18:26:10Z", "language": "", "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2016", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.other", "value": "oai:jykdok.linneanet.fi:1524770", "language": null, "element": "identifier", "qualifier": "other", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/49184", "language": "", "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "T\u00e4ss\u00e4 Pro gradu -tutkielmassa tarkasteltiin asiakasodotusten merkityst\u00e4 yritysten v\u00e4lisess\u00e4 asiakassuhteessa (B2B). Tavoitteena oli selvitt\u00e4\u00e4, voidaanko asiakasodotusten tuntemisen avulla ymm\u00e4rt\u00e4\u00e4 paremmin asiakkaan n\u00e4kemyksi\u00e4 asiakassuhteen nykytilasta ja tulevaisuudesta. Ajankohtaisen aiheen taustalla on eri tutkimusaloilla tunnustettu tarve yritysten lis\u00e4t\u00e4 asiakasymm\u00e4rryst\u00e4\u00e4n ja kehitt\u00e4\u00e4 asiakastiedon keruun menetelmi\u00e4\u00e4n. T\u00e4ss\u00e4 tutkielmassa asiakasodotuksia tutkittiin laadullisen tapaustutkimuksen ja teemahaastattelun keinoin. Kohdeyritys oli suomalainen B2B-sektorilla toimiva konsulttiyritys, jonka asiakaskunnasta valittiin haastatteluihin kuusi eri aloilla toimivaa asiakasorganisaatiota. Ker\u00e4tyst\u00e4 aineistosta analysoitiin erilaisia odotustyyppej\u00e4 ja odotuskuiluja laadullisen sis\u00e4ll\u00f6nanalyysin menetelmin, jota rikastettiin my\u00f6s aineiston kvantifioinnilla. Tuloksina aineistosta muodostettiin nelj\u00e4 asiakkaille t\u00e4rke\u00e4\u00e4 odotusteemaa: asiakasl\u00e4ht\u00f6isyys, asiantuntijuus ja edell\u00e4k\u00e4vijyys, aktiivisuus sek\u00e4 luotettavuus. Asiakkaiden odotukset kohdistuivat laajalti viestinn\u00e4n ja palveluntuotannon eri osa-alueisiin. Asiakkaiden odotuksissa korostuivat mm. yksil\u00f6llisten ratkaisujen ja r\u00e4\u00e4t\u00e4l\u00f6innin merkitys ja henkil\u00f6kohtaisen vuorovaikutuksen ja aloitteellisuuden lis\u00e4\u00e4minen. Asiakkaat painottivat my\u00f6s palveluntuotannon ja viestinn\u00e4n laadukkuutta ja luotettavuutta, odottaen Kohdeyritykselt\u00e4 suurempaa panosta edell\u00e4k\u00e4vijyyden kehitt\u00e4miseksi. Kaiken kaikkiaan odotukset tuottivat hyvin monipuolista tietoa asiakkaiden tarpeista asiakassuhteelta ja toiveista B2B-yrityksen tulevaisuutta kohtaan. Tunnistettujen odotuskuilujen ja odotusluokkien avulla B2B-yritys voi tulkita asiakastyytyv\u00e4isyytt\u00e4 ja arvioida asiakassuhteen tulevaisuutta. Tulokset osoittavat, ett\u00e4 odotukset voivat auttaa yrityksi\u00e4 ymm\u00e4rt\u00e4m\u00e4\u00e4n tarjoomaansa asiakkaan tarpeista k\u00e4sin.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Emmi Paajoki (emsikaku) on 2016-03-23 18:26:09.646917. 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 2016-03-23T18:26:10Z\r\nNo. of bitstreams: 2\r\nURN:NBN:fi:jyu-201603231935.pdf: 1256546 bytes, checksum: e5d28d0d7e3f57f35ec893da7230a891 (MD5)\r\nlicense.html: 4857 bytes, checksum: 2e8e53553603807777939cddaffffc54 (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2016-03-23T18:26:10Z (GMT). No. of bitstreams: 2\r\nURN:NBN:fi:jyu-201603231935.pdf: 1256546 bytes, checksum: e5d28d0d7e3f57f35ec893da7230a891 (MD5)\r\nlicense.html: 4857 bytes, checksum: 2e8e53553603807777939cddaffffc54 (MD5)\r\n Previous issue date: 2016", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "1 verkkoaineisto (109 s.)", "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": "Asiakasodotukset", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "odotusten hallinta", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakassuhde", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakasviestint\u00e4", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "yhteis\u00f6viestint\u00e4", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "\"Aina on varmaan parannettavaa\" : asiakasodotusten tunnistaminen ja luokittelu B2B-asiakassuhteessa", "language": null, "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.title.alternative", "value": "Asiakasodotusten tunnistaminen ja luokittelu B2B-asiakassuhteessa", "language": null, "element": "title", "qualifier": "alternative", "schema": "dc"}, {"key": "dc.type", "value": "master thesis", "language": 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