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[{"key": "dc.contributor.advisor", "value": "Munnukka, Juha", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.advisor", "value": "Uusitalo, Outi", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Toivonen, Lotta", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2018-05-31T08:40:55Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2018-05-31T08:40:55Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2018", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/58247", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Suomalaiset vakuutusyhti\u00f6t ovat joutuneet viime vuosina useasti kuluttajien aiheuttaman negatiivisen julkisuuden kohteeksi. Tutkimuksen tavoitteena on selvitt\u00e4\u00e4 mink\u00e4laiset tekij\u00e4t johtavat asiakkaan kostamaan vakuutusyhti\u00f6lle verkossa negatiivisen sis\u00e4ll\u00f6ntuotannon kautta. Tavoitteena on lis\u00e4ksi selvitt\u00e4\u00e4, miten yritysten on mahdollista ehk\u00e4ist\u00e4 kuluttajien aiheuttaman negatiivisen julkisuuden uhkaa.\n\nAihealueesta l\u00f6ytyy melko v\u00e4h\u00e4n aiempaa tutkimusta. Vaikka negatiivista kuluttajak\u00e4ytt\u00e4ytymist\u00e4 on tutkittu aiemmin, aihetta ei ole tarkasteltu juurikaan negatiivisen sis\u00e4ll\u00f6ntuotannon kontekstissa. Tutkimuksessa hy\u00f6dynnettiin asiakkaan kostamiseen ja suusanalliseen viestint\u00e4\u00e4n liittyv\u00e4\u00e4 kirjallisuutta. Tutkimusongelmaan etsittiin vastausta kvantitatiivisella kyselytutkimuksella, jolla selvitettiin negatiiviseen sis\u00e4ll\u00f6ntuotantoon osallistuneiden yksil\u00f6iden psykologista prosessia sek\u00e4 palvelun normalisointiin liittyvi\u00e4 erityispiirteit\u00e4. Rakenneyht\u00e4l\u00f6mallin kausaalisuhteiden perusteella tehtiin tutkimuskysymyksiin liittyv\u00e4t johtop\u00e4\u00e4t\u00f6kset. \n\nEmpiirinen tutkimus tuki suurelta osin teorian pohjalta muodostettuja hypoteeseja. Tutkimuksessa selvisi, ett\u00e4 yksil\u00f6n p\u00e4\u00e4telm\u00e4t yrityksen motiiveista on p\u00e4\u00e4tekij\u00e4, joka vaikuttaa yksil\u00f6n emootioihin ja kognitioihin ja t\u00e4t\u00e4 kautta kostohalun syntymiseen sek\u00e4 osallistumiseen negatiiviseen sis\u00e4ll\u00f6ntuotantoon. Vaikuttamalla yksil\u00f6n k\u00e4sitykseen palvelun normalisoinnin oikeudenmukaisuudesta, yrityksen on mahdollista ehk\u00e4ist\u00e4 ajautumista negatiiviseen sis\u00e4ll\u00f6ntuotantoon. Tutkimus tunnisti, ett\u00e4 kostaminen ja julkisuuden aiheuttaminen ovat t\u00e4rkeimpi\u00e4 ajureita negatiivisen sis\u00e4ll\u00f6ntuotannon taustalla. Lis\u00e4ksi tutkimus osoitti, ett\u00e4 yksil\u00f6 voi samanaikaisesti osallistua negatiiviseen sis\u00e4ll\u00f6ntuotantoon sek\u00e4 p\u00e4\u00e4tt\u00e4\u00e4 asiakassuhteensa yrityksen kanssa.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Miia Hakanen (mihakane@jyu.fi) on 2018-05-31T08:40:55Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2018-05-31T08:40:55Z (GMT). No. of bitstreams: 0\n Previous issue date: 2018", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "79", "language": "", "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": "Asiakkaan kosto", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "negatiivinen sis\u00e4ll\u00f6ntuotanto", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "negatiivinen suusanallinen viestint\u00e4", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "palvelun normalisointi", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Vakuutusasiakkaan kosto verkossa", "language": "", "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-201805312945", "language": "", "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": "dc.contributor.faculty", "value": "Jyv\u00e4skyl\u00e4 University School of Business and Economics", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Jyv\u00e4skyl\u00e4n yliopiston kauppakorkeakoulu", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Taloustieteet", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Business and Economics", "language": "en", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Markkinointi", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Marketing", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "yvv.contractresearch.collaborator", "value": "business", "language": "", "element": "contractresearch", "qualifier": "collaborator", "schema": "yvv"}, {"key": "yvv.contractresearch.funding", "value": "0", "language": "", "element": "contractresearch", "qualifier": "funding", "schema": "yvv"}, {"key": "yvv.contractresearch.initiative", "value": "student", "language": "", "element": "contractresearch", "qualifier": "initiative", "schema": "yvv"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_bdcc", "language": null, "element": "type", "qualifier": "coar", "schema": "dc"}, {"key": "dc.rights.accesslevel", "value": "openAccess", "language": null, "element": "rights", "qualifier": "accesslevel", "schema": "dc"}, {"key": "dc.type.publication", "value": "masterThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.subject.oppiainekoodi", "value": "20423", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakkaat", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "vakuutusala", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.format.content", "value": "fulltext", "language": null, "element": "format", "qualifier": "content", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}, {"key": "dc.type.okm", "value": "G2", "language": null, "element": "type", "qualifier": "okm", "schema": "dc"}]
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