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[{"key": "dc.contributor.advisor", "value": "Luoma, Eetu", "language": null, "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "V\u00e4rtinen, Marja-Leena", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2017-02-07T17:39:47Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2017-02-07T17:39:47Z", "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.other", "value": "oai:jykdok.linneanet.fi:1672449", "language": null, "element": "identifier", "qualifier": "other", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/52986", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Digitalisaation avulla yritysten on mahdollista parantaa kannattavuuttaan, tehostaa toimintaansa sek\u00e4 parantaa toiminnan laatua. Teknologiset innovaatiot ja niiden sovellutukset ovat mahdollistaneet digitalisaation. Samalla kun teknologia toimii mahdollistajana niin se my\u00f6s muuttaa yritysten tapaa toimia. K\u00e4ytt\u00e4j\u00e4l\u00e4ht\u00f6inen suunnittelu toimii l\u00e4hestymistapana, kun suunnitellaan interaktiivisia j\u00e4rjestelmi\u00e4, jotka tukevat ihmisten jokap\u00e4iv\u00e4ist\u00e4 ja ammatillista el\u00e4m\u00e4\u00e4. Digitalisaatio asiakaspalvelussa koskettaa sek\u00e4 yrityksen henkil\u00f6st\u00f6\u00e4 ett\u00e4 asiakkaita. Asiakaspalvelun toimintaymp\u00e4rist\u00f6 on laaja ja sen useille osa-alueille voidaan digitalisaatiohankkeessa asettaa vaatimuksia ja tavoitteita. T\u00e4m\u00e4 konstruktiivinen tutkimus tarkastelee digitalisaatiota asiakaspalvelussa. Tutkimuksen kohdeorganisaatio on Finnairin matkustamopalvelut. Tutkimuksen tavoitteena on selvitt\u00e4\u00e4 millainen on onnistunut tietoj\u00e4rjestelm\u00e4. Tietoj\u00e4rjestelm\u00e4n onnistumista on arvioitu Finnairin matkustamopalvelun tulevien k\u00e4ytt\u00e4jien haastatteluista saatujen vastausten kautta hy\u00f6dynt\u00e4en DeLonen ja McLeanin vuoden 1992 ja 2003 tietoj\u00e4rjestelmien onnistumismalleista muokattua onnis-tumismallia. N\u00e4it\u00e4 tuloksia on verrattu Finnairin matkustamopalvelun digitalisaatiohankkeelle asetettuihin tavoitteisiin. Tutkimuksen kirjallisuuskatsaus k\u00e4sittelee digitalisaatiota, ty\u00f6tyytyv\u00e4isyytt\u00e4, asiakaskokemusta, asiakastyytyv\u00e4isyytt\u00e4, laatua ja sen mittaamista, k\u00e4ytt\u00e4j\u00e4l\u00e4ht\u00f6ist\u00e4 suunnittelua sek\u00e4 tietoj\u00e4rjestelmien onnistumisen arvioimista ja mittaamista. Tutkimuksen konstruktiivinen osuus k\u00e4ytt\u00e4\u00e4 tutkimusmenetelm\u00e4n\u00e4 haastattelukysymyksi\u00e4 sek\u00e4 havainnollistamisen ja kommunikoinnin tueksi rakennettua tietoj\u00e4rjestelm\u00e4n prototyyppi\u00e4. Tutkimuksen tuloksia voidaan hy\u00f6dynt\u00e4\u00e4 Finnairin matkustamopalvelun digitalisaatiohankkeen jatkovaiheessa.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Digitalization enables companies to improve their profitability, enhance operational efficiency and improve the quality of their operations. Technological innovations and their adaptation into business strategies have facilitated digitalization. Whilst technology is an enabler, it also changes the way companies con-duct their business. The human-centered design approach is used for planning interactive systems that are aimed to support people\u2019s everyday and professional lives. Digitalization within customer service affects the employees and the customers. Since the customer service environment is broad, separate re-quirements and goals may be set for its several sub-areas during a digitalization project. This constructive study examines digitalization within customer service and the target organization is Finnair\u2019s Inflight Customer Services. The aim of the study is to resolve what is needed for a successful information system. The assessment of the success is made by using interview answers of future users utilizing the IS Success Model adapted from DeLone\u2019s and McLean\u2019s 1992 and 2003 IS Success Models. These results are compared with the objectives set for Finnair\u2019s Inflight Customer Service\u2019s digitalization project. The literature review of this study focuses on digitalization, job satisfaction, customer experience, customer satisfaction, quality and its measurement, human-centered design as well as the assessment and measurement of the success of information systems. Interviews as well as a prototype of an information system built to support visualization and communication are used as research methods for the constructive part of this study. The results of the study can be used in the follow-up phase of Finnair\u2019s Inflight Customer Service\u2019s digitalization project.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Leena V\u00e4rtinen (mavartin) on 2017-02-07 17:39:46.937945. Form: Pro gradu -lomake (https://kirjasto.jyu.fi/julkaisut/julkaisulomakkeet/pro-gradu-lomake). 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No. of bitstreams: 2\r\nURN:NBN:fi:jyu-201702071381.pdf: 949811 bytes, checksum: 4193495c204ad21c4ea705eb449e10d0 (MD5)\r\nlicense.html: 1137 bytes, checksum: 308f4930d7ce3a6a539c3c9c6301761b (MD5)\r\n Previous issue date: 2017", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "1 verkkoaineisto (74 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": "asiakaskokemus", "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": "ty\u00f6tyytyv\u00e4isyys", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "digitalisaatio", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "laatu", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "laadun mittaaminen", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "tietoj\u00e4rjestelmien onnistumisen mittaaminen.", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Digitalisaatio asiakaspalvelussa : case: Finnair matkustamopalvelut", "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-201702071381", "language": null, "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Faculty of Information Technology", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Informaatioteknologian tiedekunta", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Tietojenk\u00e4sittelytieteiden laitos", "language": 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It can be read at the workstation at Jyv\u00e4skyl\u00e4 University Library reserved for the use of archival materials: https://kirjasto.jyu.fi/en/workspaces/facilities.", "language": "en", "element": "rights", "qualifier": "accessrights", "schema": "dc"}, {"key": "dc.rights.accessrights", "value": "Aineistoon p\u00e4\u00e4sy\u00e4 on rajoitettu tekij\u00e4noikeussyist\u00e4. Aineisto on luettavissa Jyv\u00e4skyl\u00e4n yliopiston kirjaston arkistoty\u00f6asemalta. Ks. https://kirjasto.jyu.fi/fi/tyoskentelytilat/laitteet-ja-tilat.", "language": "fi", "element": "rights", "qualifier": "accessrights", "schema": "dc"}, {"key": "dc.type.okm", "value": "G2", "language": null, "element": "type", "qualifier": "okm", "schema": "dc"}]
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