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[{"key": "dc.contributor.advisor", "value": "Sivunen, Anu", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.advisor", "value": "Valo, Maarit", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Kiljunen, Jenna", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2017-10-18T13:46:47Z", "language": "", "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2017-10-18T13:46:47Z", "language": "", "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:1726500", "language": null, "element": "identifier", "qualifier": "other", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/55658", "language": "", "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Ta\u0308ssa\u0308 maisterintutkielmassa tarkasteltiin sosiaalisessa mediassa esiintyvia\u0308 asiakkaiden ja yrityksen va\u0308lisia\u0308 julkisia keskusteluita eli valitustilanteita, jotka saivat alkunsa asiakkaiden julkisesti esitta\u0308mista\u0308 kielteisista\u0308 asiakaspalautteista. Tutkielman tavoitteena oli lisa\u0308ta\u0308 ymma\u0308rrysta\u0308 siita\u0308, millaista valitustilanteiden vuorovaikutus on, miten se etenee osapuolten va\u0308lilla\u0308 seka\u0308 miten kielteisia\u0308 asiakaspalautteita ja niista\u0308 syntyva\u0308a\u0308 keskustelua hallitaan yhtio\u0308n toimesta.\r\n\r\nTarkastelun kohteena toimivat lentoyhtio\u0308 Icelandairin Facebook-sivujen julkaisuihin tulleet kielteiset asiakaspalautteet, jotka aloittivat yhtio\u0308n ja asiakkaiden va\u0308liset valitustilanteet. Tapauskohtaisesti keskusteluihin liittyi mukaan myo\u0308s kolmansia osapuolia. Tutkimusaineiston muodostivat kesa\u0308kuun 2016 ja tammikuun 2017 va\u0308lilla\u0308 kera\u0308tyt luonnollisissa olosuhteissa syntyneet 16 valitustilannetta, joita tutkittiin laadullisen aineistola\u0308hto\u0308isen sisa\u0308llo\u0308nanalyysin ja teemoittelun avulla.\r\n\r\nTulokset osoittavat, etta\u0308 kielteiset asiakaspalautteet syntyva\u0308t asiakkaan tyytyma\u0308tto\u0308myydesta\u0308 ostettuun palveluun, mutta myo\u0308s aiemmin koetun asiakaspalvelun heikon laadun takia. Tulosten perusteella voidaan sanoa, etta\u0308 valittaminen Facebookissa na\u0308ytta\u0308a\u0308 olevan seurausta asiakaspalvelun puutteellisuudesta muissa yhtio\u0308n asiakaspalvelukanavissa. Keskusteluista on na\u0308hta\u0308vissa\u0308, etta\u0308 julkinen vuorovaikutus tehostaa asiakkaiden valituksia ja niiden ka\u0308sittelya\u0308. Tuloksista selvia\u0308a\u0308 lisa\u0308ksi, etta\u0308 valitustilanteet eteneva\u0308t vaiheittain, mutta eteneminen ei ole ennustettavaa. Vuorovaikutuksen julkisuuden vuoksi eteneminen on riippuvaista myo\u0308s mukaan liittyvista\u0308 muista asiakkaista seka\u0308 asiakkaiden halukkuudesta yhteistyo\u0308ho\u0308n yhtio\u0308n kanssa.\r\n\r\nTuloksista na\u0308hda\u0308a\u0308n, etta\u0308 yhtio\u0308n tilanteenhallinnan ka\u0308yta\u0308nteena\u0308 on pyrkia\u0308 ratkaisukeskeiseen vuorovaikutukseen ohjaamalla asiakkaita viralliseen asiakaspalautelomakkeeseen tai yksityisviestien pariin asian selvitta\u0308miseksi. Yhtio\u0308n vuorovaikutus julkisella sivulla on siis hillittya\u0308 ja asian edista\u0308miseen keskittyva\u0308a\u0308. Tulosten valossa yrityksia\u0308 voidaan kehottaa tehostamaan vastauska\u0308yta\u0308nteita\u0308a\u0308n sosiaalisessa mediassa seka\u0308 muissa asiakaspalvelukanavissa. Jatkotutkimusta olisi tarpeen kohdentaa esimerkiksi asiakkaiden ja yhtio\u0308n va\u0308liseen suljettuun asiakaspalveluun tutkimalla esimerkiksi yhtio\u0308n ja asiakkaiden va\u0308listen Facebookin yksityisviestien vuorovaikutusta ja siella\u0308 saavutettavia lopputuloksia.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Jenna Kiljunen (jekaelki) on 2017-10-18 13:46:47.154217. 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 2017-10-18T13:46:47Z\r\nNo. of bitstreams: 2\r\nURN:NBN:fi:jyu-201710184029.pdf: 664947 bytes, checksum: 1ad3d50462ea0b1022c3e9764f75a740 (MD5)\r\nlicense.html: 4842 bytes, checksum: 1a8aa410be0870fb0955b0f1c0a5ee1a (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2017-10-18T13:46:47Z (GMT). No. of bitstreams: 2\r\nURN:NBN:fi:jyu-201710184029.pdf: 664947 bytes, checksum: 1ad3d50462ea0b1022c3e9764f75a740 (MD5)\r\nlicense.html: 4842 bytes, checksum: 1a8aa410be0870fb0955b0f1c0a5ee1a (MD5)\r\n Previous issue date: 2017", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "1 verkkoaineisto (93 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": "julkinen asiakaspalaute", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "kielteinen asiakaspalaute", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "teknologiav\u00e4litteinen vuorovaikutus", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Kielteiseen asiakaspalautteeseen liittyv\u00e4 keskustelu lentoyhti\u00f6n Facebook-sivulla", "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-201710184029", "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", 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