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[{"key": "dc.contributor.advisor", "value": "Palonen, Teija", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Westerholm, Max", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2017-11-21T14:39:27Z", "language": "", "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2017-11-21T14:39:27Z", "language": "", "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2017", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/55966", "language": "", "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "T\u00e4m\u00e4n tutkielman tarkoitus on tutkia asiakaskokemusta ja sen muodostumista sek\u00e4 offline- ett\u00e4 online-kontekstissa. Tutkielman kannalta oleellista on m\u00e4\u00e4ritell\u00e4 keskeiset k\u00e4sitteet ja selvitt\u00e4\u00e4 miten ja mist\u00e4 tekij\u00f6ist\u00e4 asiakaskokemus muodostuu edell\u00e4 mainituissa konteksteissa. Tavoitteena on my\u00f6s selvitt\u00e4\u00e4, kuinka offline-asiakaskokemus eroaa online-asiakaskokemuksesta. Tutkimusmenetelm\u00e4n\u00e4 k\u00e4ytet\u00e4\u00e4n kirjallisuuskatsausta.\r\n\r\nKirjallisuuskatsauksen avulla voidaan todeta, ett\u00e4 asiakaskokemus on henkil\u00f6kohtainen ja subjektiivinen reaktio, joka syntyy mist\u00e4 tahansa vuorovaikutustilanteista yrityksen kanssa. Online-asiakaskokemuksen m\u00e4\u00e4ritell\u00e4\u00e4n olevan asiakkaan psykologinen tila, joka ilmenee subjektiivisena reaktiona verkkokaupan tarjoamille \u00e4rsykkeille. Molemmille on yhteist\u00e4 se, ett\u00e4 ne ovat luonteeltaan holistisia ja niihin vaikuttavat vahvasti asiakkaan aiemmat kokemukset. Online-asiakaskokemuksen n\u00e4hd\u00e4\u00e4n eroavan nelj\u00e4ll\u00e4 keskeisell\u00e4 tavalla offline-asiakaskokemuksesta: henkil\u00f6kohtaisen kontaktin m\u00e4\u00e4r\u00e4ll\u00e4, tarjolla olevan informaation m\u00e4\u00e4r\u00e4ll\u00e4, interaktioiden ajanjaksolla sek\u00e4 br\u00e4ndin n\u00e4kyvyydell\u00e4.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Customer experience creation in offline- and online contexts.\r\n\r\nThe purpose of this paper is to research customer experience and how its created in both offline- and online-contexts. It is crucial to define the keywords and to find out how customer experience is created in both contexts as well as what are the key actors of customer experience creation in both offline- and online-contexts. The objective of this paper is also to define how offline customer experience differs from online customer experience. The approach used in this research is a literature review.\r\nBy conducting the literature review it can be stated that customer experience is a personal and subjective reaction that is created by any interaction between a customer and a company. Online customer experience is a customer\u2019s psychological state which appears as a subjective reaction to the stimulus provided by e-commerce. Both customer experience and online customer experience are holistic by nature. Customer\u2019s previous experiences also have a strong effect on both. Online customer experience differentiates from customer experience in four crucial ways: the lack of personal contact, the amount of information available, the timespan of interactions and the visibility of the brand.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Max Westerholm (mahevawe) on 2017-11-21 14:39:27.138308. Form: Kandidaatintutkielma -lomake (https://kirjasto.jyu.fi/julkaisut/julkaisulomakkeet/kandin-tutkielma-lomake). JyX data: [jyx_publishing-allowed (fi) =False]", "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 2017-11-21T14:39:27Z\r\nNo. of bitstreams: 2\r\nURN:NBN:fi:jyu-201711214323.pdf: 700865 bytes, checksum: 48469d3ea18faef5c7cab67e1a89f271 (MD5)\r\nlicense.html: 1106 bytes, checksum: 3e22127ddcf767f1077dda803a63386a (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2017-11-21T14:39:27Z (GMT). No. of bitstreams: 2\r\nURN:NBN:fi:jyu-201711214323.pdf: 700865 bytes, checksum: 48469d3ea18faef5c7cab67e1a89f271 (MD5)\r\nlicense.html: 1106 bytes, checksum: 3e22127ddcf767f1077dda803a63386a (MD5)\r\n Previous issue date: 2017", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "32", "language": "", "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.language.iso", "value": "fin", "language": "", "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": "kuluttajak\u00e4ytt\u00e4ytyminen", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakaskokemus", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "verkkokauppa", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "kokemustalous", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "customer experience", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "online customer experience", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "experience economy", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "e-commerce", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Asiakaskokemuksen muodostuminen offline- ja online-ymp\u00e4rist\u00f6ss\u00e4", "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-201711214323", "language": "", "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.department", "value": "Informaatioteknologia", "language": "fi", "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.date.updated", "value": "2017-11-21T14:39:28Z", "language": "", "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": "restrictedAccess", "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"}, {"key": "dc.rights.accessrights", "value": "This material has a restricted access due to copyright reasons. 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"}]
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