| fullrecord |
[{"key": "dc.contributor.advisor", "value": "Luoma, Eetu", "language": null, "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Rajala, Kaisa", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2017-01-19T14:54:46Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2017-01-19T14:54:46Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2017", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/52767", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Digitaalisen asiakaspalvelun tarjoaminen on yleistynyt huomattavasti viime vuosien aikana, kun yritykset ottavat jatkuvasti k\u00e4ytt\u00f6\u00f6n uusia digitaalisia teknologioita palvellakseen asiakkaitaan paremmin. Vaikka teknologia kehittyy huimaa vauhtia, ja asiakkaille on tarjolla erilaisia itsepalvelumahdollisuuksia, haluaa iso osa kuluttajista edelleen henkil\u00f6kohtaista, ihmisen tuottamaa asiakaspalvelua. Asiakaspalvelun merkitys yritysten menestymisen kannalta on huomattava, ja asiakaspalvelu n\u00e4hd\u00e4\u00e4n jopa yritysten t\u00e4rkeimp\u00e4n\u00e4 toimintona. Asiakaspalvelun siirtyess\u00e4 digitaaliseen ymp\u00e4rist\u00f6\u00f6n on syyt\u00e4 selvitt\u00e4\u00e4, eroaako digitaalinen asiakaspalvelu perinteisest\u00e4 asiakaspalvelusta, ja onko sen onnistumiseen johtavissa tekij\u00f6iss\u00e4 eroja perinteiseen asiakaspalveluun verrattuna. T\u00e4ss\u00e4 kandidaatintutkielmassa selvitet\u00e4\u00e4n kirjallisuuskatsauksen avulla ne tekij\u00e4t, jotka johtavat digitaalisen asiakaspalvelun onnistumiseen. Tutkimuksen tuloksena l\u00f6ydet\u00e4\u00e4n viisi merkitt\u00e4v\u00e4\u00e4 digitaalisen asiakaspalvelun onnistumiseen johtavaa tekij\u00e4\u00e4. Tutkimuksen tuloksen pohjalta huomataan, ett\u00e4 digitaalisen ja perinteisen asiakaspalvelun onnistumiseen johtavien tekij\u00f6iden v\u00e4lill\u00e4 on paljon yht\u00e4l\u00e4isyyksi\u00e4. Tutkimuksessa l\u00f6ydettyj\u00e4 tuloksia voivat hy\u00f6dynt\u00e4\u00e4 erityisesti yritykset, jotka haluavat ottaa k\u00e4ytt\u00f6\u00f6n digitaalisia palvelukanavia, tai yritykset jotka haluavat parantaa digitaalisen asiakaspalvelun laatua.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Providing digital customer service has become more common during recent years as companies continuously introduce new technologies in the hopes of serving their customers better. Even though technology is rapidly advancing and different types of self-service opportunities are offered to consumers, most of them still prefer personal human-generated customer service. The importance of customer service to business success is significant, and customer service is even seen as the most important function of companies. As customer service is moving to a digital environment, there is cause for finding out whether digital customer service differs from traditional customer service, and if the factors leading to digital customer service\u2019s success differ from traditional customer service. The objective of this literature review is to find out the factors that lead to the success of digital customer service. The results of this research indicate that there are five significant factors that lead to the success of digital customer service. The results also indicate that there are many similarities between the success factors of digital customer service and traditional customer service. The results of this research can be used especially by companies that want to introduce new digital service channels to their business, or companies that want to improve the quality of digital customer service.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Kaisa Rajala (kamaraja) on 2017-01-19 14:54:46.103364. 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 2017-01-19T14:54:46Z\nNo. of bitstreams: 2\nURN:NBN:fi:jyu-201701191201.pdf: 487919 bytes, checksum: 737c9d634d589866e2e540d54b820769 (MD5)\nlicense.html: 4796 bytes, checksum: b32df493579ea0383e48c9631035b3a3 (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2017-01-19T14:54:46Z (GMT). No. of bitstreams: 2\nURN:NBN:fi:jyu-201701191201.pdf: 487919 bytes, checksum: 737c9d634d589866e2e540d54b820769 (MD5)\nlicense.html: 4796 bytes, checksum: b32df493579ea0383e48c9631035b3a3 (MD5)\n Previous issue date: 2017", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "26", "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": "asiakaspalvelu", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "digitaalinen asiakaspalvelu", "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.title", "value": "Digitaalisen asiakaspalvelun onnistumisen avaintekij\u00e4t", "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-201701191201", "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": "2017-01-19T14:54:47Z", "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"}]
|