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[{"key": "dc.contributor.advisor", "value": "Luoma-aho, Vilma", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Hakola, Juho", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2016-09-22T09:05:51Z", "language": "", "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2016-09-22T09:05:51Z", "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:1574638", "language": null, "element": "identifier", "qualifier": "other", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/51426", "language": "", "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "T\u00e4ss\u00e4 maisterintutkielmassa tarkasteltiin Net Promoter score (NPS) -suosittelumittarin sopivuutta julkissektorin k\u00e4ytt\u00f6\u00f6n. Tutkielman tavoitteena oli selvitt\u00e4\u00e4, sopiiko yksityisell\u00e4 sektorilla paljon k\u00e4ytetty mittari julkissektorin organisaatioihin. Tutkimus t\u00e4ytt\u00e4\u00e4 aukon tutkimuskent\u00e4ll\u00e4, jossa NPS:\u00e4\u00e4 on tutkittu paljon yksityisen sektorin organisaatioissa, mutta tutkimusta julkissektorilta ei tiett\u00e4v\u00e4sti ole tehty.\r\nTutkimuskysymykset olivat: 1) Millaisia piirteit\u00e4 julkissektorin suosittelijoilla on; 2) millaisia piirteit\u00e4 julkissektorin herjaajilla on; 3) millaisia piirteit\u00e4 julkissektorin passiiveilla on. Teoreettinen viitekehys k\u00e4sittelee julkissektorin maine- ja tyytyv\u00e4isyysmittareita sek\u00e4 julkissektorin erityispiirteit\u00e4.\r\nTutkimus oli m\u00e4\u00e4r\u00e4llinen tutkimus, jonka aineistona oli julkissektorin mainemittaustutkimus. Aineistossa oli 1198 vastaajaa, ja aineisto on ker\u00e4tty vuonna 2014. Teorian pohjalta muodostettiin yhteens\u00e4 kahdeksan hypoteesia, jotka testattiin analyysivaiheessa. Aineiston analyysi toteutettiin m\u00e4\u00e4r\u00e4llisin menetelmin. Kahdeksasta hypoteesista kuusi vahvistettiin.\r\nTutkimuksessa todettiin, ett\u00e4 julkissektori tarvitsee oman mittarinsa tyytyv\u00e4isyyden ja maineen mittaamiseen. Lis\u00e4ksi tulokset vahvistivat aiempia k\u00e4sityksi\u00e4 Net Promoter scoren tarpeellisuudesta. T\u00e4rkeimp\u00e4n\u00e4 tutkimustuloksena esitettiin julkissektorin oma NPS eli public sector Net Promoter score (PSNPS). PSNPS esitt\u00e4\u00e4, ett\u00e4 julkissektorin erityispiirteiden mukaisesti passiivit lasketaan promoottorien kategoriaan.\r\nTutkimus avaa keskustelua julkissektorin asiakastyytyv\u00e4isyyden ja maineen mittaamisen. T\u00e4m\u00e4 oli tiedett\u00e4v\u00e4sti ensimm\u00e4inen aiheesta tehty tutkimus, joten se tarvitsee viel\u00e4 lis\u00e4tutkimusta ollakseen sovellettavissa julkissektorin organisaatioihin. Tutkimus toimii hyv\u00e4n\u00e4 keskustelunavaajana jatkotutkimukselle, vaikka tutkimustulokset", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "This masters\u2019 thesis discussed the Net Promoter score (NPS) recommendation tools use in public sector context. The aim of this research was to examine the characteristics of NPS in public sector and its validity. The research fills a gap in the field of research where NPS is widely used in private organizations but is reportedly farely unknown in public sector. Furthermore no previous research on the topic was found.\r\nThe research questions were: 1) What characteristics do public sector promoters have; 2) what characteristics do public sector detractors have and; 3) what characteristics do public sector passives have. Theoretical framework examines reputation and satisfaction measuring in public sector organizations and special features of public sector communication.\r\nThe research data is a public sector reputation survey gathered in 2014. Data consists of 1198 respondents. According to theory eight hypotheses were constructed and tested in analysis. Data analysis was done by statistical methods, therefore this is a quantitative research. Six of the hypotheses were confirmed and two disconfirmed.\r\nThe research claims that public sector needs its own tool to measure satisfaction and reputation. Moreover the results confirm that NPS is in fact a needed tool. The most important result of this research is public sectors\u2019 own Net Promoter score (PSNPS) that claims that passives are counted in promoter pool according the special need of public sector.\r\nThis research works as a discussion opener in public sector customer satisfaction and reputation measuring. This research is reportedly the first research to examine NPS in public sector and still needs more research before implications can be made for public sector organizations. Eventhough the results are not fully applicable this research works as an opener for scientific discussion of the topic.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Juho Hakola (jumahako) on 2016-09-22 09:05:51.119239. 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 2016-09-22T09:05:51Z\r\nNo. of bitstreams: 2\r\nURN:NBN:fi:jyu-201609224181.pdf: 1387043 bytes, checksum: 88aa29946a741f0c831c52192d309a75 (MD5)\r\nlicense.html: 4813 bytes, checksum: 49295fc59484f8dc36cb4937887d41c8 (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2016-09-22T09:05:51Z (GMT). No. of bitstreams: 2\r\nURN:NBN:fi:jyu-201609224181.pdf: 1387043 bytes, checksum: 88aa29946a741f0c831c52192d309a75 (MD5)\r\nlicense.html: 4813 bytes, checksum: 49295fc59484f8dc36cb4937887d41c8 (MD5)\r\n Previous issue date: 2016", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "1 verkkoaineisto (59 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": "Net Promoter score", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "Public sector organizations", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "Satisfaction measuring", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Adapting Net Promoter thinking in public sector organizations", "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-201609224181", "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": 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