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[{"key": "dc.contributor.advisor", "value": "Luoma, Eetu", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Rajala, Kaisa", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2018-06-25T06:43:19Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2018-06-25T06:43:19Z", "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/123456789/58709", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Digitalisaatio on ajankohtainen ilmi\u00f6, jota voidaan pit\u00e4\u00e4 jopa aikakautemme suurimpana muutosvoimana. Digitalisaation vaikutukset n\u00e4kyv\u00e4t koko yhteiskunnassa. Yritystasolla se vaikuttaa yrityksen kaikkiin toimintoihin, ja n\u00e4in ollen digitalisaation vaikutukset n\u00e4kyv\u00e4t my\u00f6s asiakaspalvelussa. Asiakaspalvelun merkitys yritysten menestymisen kannalta on erityisesti digitalisaation my\u00f6t\u00e4 suuri, joten sen tutkiminen on t\u00e4rke\u00e4\u00e4. T\u00e4ss\u00e4 tutkimuksessa selvitettiin kirjallisuuskatsauksen ja empiirisen tutkimuksen avulla, miten digitalisaatio muuttaa asiakaspalvelua ja millaisia haasteita n\u00e4ihin muutoksiin liittyy. Tutkimuksen tuloksena todettiin, ett\u00e4 digitalisaatio muuttaa asiakaspalvelua sosioteknisesti: muutokset n\u00e4kyv\u00e4t siis erityisesti asiakaspalvelun tekemisess\u00e4, osaamisessa, teknologioissa ja rakenteissa. Lis\u00e4ksi todettiin, ett\u00e4 digitalisaation my\u00f6t\u00e4 asiakkaiden ja asiakaspalvelijoiden v\u00e4linen vuorovaikutus on muuttunut, sill\u00e4 perinteisten kanavien lis\u00e4ksi asiakaspalvelu on nyky\u00e4\u00e4n my\u00f6s digitaalista. Asiakaspalvelu on siis muuttunut monikanavaiseksi. Digitalisaation tuomia haasteita asiakaspalvelussa k\u00e4siteltiin tutkimuksessa organisatorisen pys\u00e4htyneisyyden kautta. Pys\u00e4htyneisyyden todettiin olevan merkitt\u00e4v\u00e4 muutoksia hidastava tekij\u00e4. Tutkimuksen mukaan asiakaspalvelussa ilmenee pys\u00e4htyneisyyden kaikkia ulottuvuuksia: negatiivisen psykologian pys\u00e4htyneisyytt\u00e4, sosiokognitiivista pys\u00e4htyneisyytt\u00e4, sosioteknist\u00e4 pys\u00e4htyneisyytt\u00e4, taloudellista pys\u00e4htyneisyytt\u00e4 ja poliittista pys\u00e4htyneisyytt\u00e4. Lis\u00e4ksi tutkimuksessa havaittiin my\u00f6s muita digitalisaation haasteita, jotka voivat hidastaa muutosta. T\u00e4llaisia ovat huono muutosviestint\u00e4, puutteellinen koulutus sek\u00e4 vanhat tietoj\u00e4rjestelm\u00e4t. Tutkimus tuotti uutta tietoa sek\u00e4 digitalisaation vaikutuksista ett\u00e4 haasteista. Lis\u00e4ksi tutkimuksessa rakennettiin viitekehys, jota voidaan hy\u00f6dynt\u00e4\u00e4 tieteellisess\u00e4 tutkimuksessa, kun tutkitaan digitalisaation vaikutuksia ja haasteita organisaatioissa. Tutkimuksessa l\u00f6ydettyj\u00e4 tuloksia voivat hy\u00f6dynt\u00e4\u00e4 yritykset, jotka suunnittelevat tai toteuttavat digitalisaation ajamia muutoksia. Tulosten avulla voidaan arvioida vaikutuksia ja varautua haasteisiin.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Digitalization is a topical issue than can be viewed as the greatest dynamic of our era. The effects of digitalization are visible in the whole society. In the business level, digitalization affects all functions of an organization; therefore, it affects customer service as well. The importance of customer service for business success is significant especially due to digitalization, thus it is an important topic for research. The objective of this study was to find out how digitalization changes customer service, and what kind of challenges are related to these changes. The findings of this study indicate that digitalization changes customer service in a socio-technical manner. In other words, digitalization changes especially tasks, know-how, technologies, and structures. Furthermore, digitalization has changed the way customers and service personnel interact, since in addition to the traditional channels, customer service is nowadays conducted via digital channels as well. Customer service has therefore changed to digital and multi-channel. The challenges in customer service brought by digitalization were covered through organizational inertia. Inertia was found to be a highly significant factor that delays changes. This study indicates that all five dimensions of inertia can be seen in customer service: negative psychology inertia, socio-cognitive inertia, socio-technical inertia, economic inertia, and political inertia. In addition to inertia, the study recognized other challenges that can delay changes as well. These are poor change communication, inadequate training, and old information systems. This study produced new information on the effects and challenges of digitalization. Furthermore, the framework built in the study can be used in scientific research when researching the effects and challenges of digitalization in organizations. The findings of the study offer implications for organizations seeking to implement digitalization-driven changes to customer service. The findings will help in assessing the effects and preparing for the challenges.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Riitta Pitk\u00e4nen (rpitkane@jyu.fi) on 2018-06-25T06:43:19Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2018-06-25T06:43:19Z (GMT). No. of bitstreams: 0\n Previous issue date: 2018", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "81", "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": "digitaalinen transformaatio", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "haasteet", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "pys\u00e4htyneisyys", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Digitalisaation vaikutukset ja haasteet asiakaspalvelussa", "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-201806253334", "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": "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": "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": "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": "yvv.contractresearch.funding", "value": "0", "language": "", "element": "contractresearch", "qualifier": "funding", "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": "601", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakaspalvelu", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "digitalisaatio", "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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