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[{"key": "dc.contributor.advisor", "value": "Sajasalo, Pasi", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Helminen, Ville", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2018-08-27T07:18:05Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2018-08-27T07:18:05Z", "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/123456789/59335", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "T\u00e4m\u00e4 tutkimus tarkastelee asiakaskokemuksen kehitt\u00e4miseksi tehtyj\u00e4 toimenpiteit\u00e4 suomalaisessa pankkiorganisaatiossa. Tutkimuksen tavoitteena on selvitt\u00e4\u00e4, miten tutkimusyrityksen strategiassa suureen rooliin nostettu asiakaskokemuksen kehitt\u00e4minen on n\u00e4kynyt k\u00e4yt\u00e4nn\u00f6ss\u00e4 ja millaisia toimenpiteit\u00e4 t\u00e4m\u00e4n tavoitteen saavuttamiseksi on tehty. Lis\u00e4ksi mielenkiinnon kohteena on digitalisaation hy\u00f6dynt\u00e4minen tavoitteen saavuttamisessa. \nTeoreettinen viitekehys rakentuu kahden p\u00e4\u00e4teeman, asiakaskokemuksen ja digitalisaation ymp\u00e4rille. Asiakaskokemuksen johtamisen tarkastelussa k\u00e4ytett\u00e4v\u00e4 prosessi on teoreettisessa viitekehyksess\u00e4 rakennettu yhdistelem\u00e4ll\u00e4 elementtej\u00e4 useista aihetta k\u00e4sittelevist\u00e4 tutkimuksista. \nTutkimuksen aineisto koostuu kuudesta t\u00e4t\u00e4 tutkimusta varten tehdyst\u00e4 teemahaastattelusta sek\u00e4 20:sta aiemmin tutkimushankkeen aikana ker\u00e4tyst\u00e4 teemahaastattelusta. Tutkimusaineiston analysointi on toteutettu kvalitatiivisin metodein.\nTutkimuksen mukaan asiakaskokemus n\u00e4hd\u00e4\u00e4n organisaatiossa hyvin laajasti, koskettaen kaikkia asiakkaan ja yrityksen v\u00e4lisi\u00e4 kosketuspisteit\u00e4. My\u00f6s asiakaskokemuksen kehitt\u00e4mist\u00e4 tehd\u00e4\u00e4n laajalla rintamalla, aina henkil\u00f6st\u00f6n koulutuksesta, organisaatiomuutokseen, palvelumuotoiluun sek\u00e4 uusiin digitaalisiin j\u00e4rjestelmiin. Asiakaskokemuksen kehitt\u00e4misess\u00e4 on painotettu selv\u00e4sti eniten kohtaamisten pragmaattista elementti\u00e4, asiakkaan kohtaamisissa kokeman helppouden ja vaivattomuuden parantamiseksi. T\u00e4m\u00e4 j\u00e4tt\u00e4\u00e4 selv\u00e4sti varjoonsa kaikki muut asiakaskokemuksen muodostumiseen vaikuttavat elementit. Prosesseja on my\u00f6s pyritty kehitt\u00e4m\u00e4\u00e4n niin, etteiv\u00e4t asiakkaiden kokemukset tai palvelut katkea organisaatio- tai vastuurajoihin. Digitalisaatio on asiakaskokemuksen muodostumisessa merkitt\u00e4v\u00e4ss\u00e4 asemassa ja s\u00e4hk\u00f6isiss\u00e4 kanavissa painottuu my\u00f6s vahvasti kohtaamisten pragmaattinen elementti.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Riitta Pitk\u00e4nen (rpitkane@jyu.fi) on 2018-08-27T07:18:05Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2018-08-27T07:18:05Z (GMT). No. of bitstreams: 0\n Previous issue date: 2018", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "88", "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": "asiakaskokemuksen johtaminen", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "pankkiorganisaatio", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Asiakaskokemuksen johtaminen sek\u00e4 digitalisaatio asiakaskokemuksen kehitt\u00e4misess\u00e4", "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-201808273937", "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": "Johtaminen", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Management and Leadership", "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": "20424", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "organisaatiot (j\u00e4rjestelm\u00e4t)", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "pankit", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "digitalisaatio", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakaskokemus", "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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