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[{"key": "dc.contributor.advisor", "value": "Mikkola, Leena", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Nyyss\u00f6nen, Anni", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2018-10-18T10:13:25Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2018-10-18T10:13:25Z", "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/123456789/59866", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "T\u00e4m\u00e4n tutkimuksen tavoitteena oli ymm\u00e4rt\u00e4\u00e4 asiakkaiden k\u00e4sityksi\u00e4 asiakassuhteesta ja sen kehittymisest\u00e4 vuorovaikutusprosessien kautta. Tutkimuksessa keskityttiin tarkastelemaan B2B- eli yritysten v\u00e4lisi\u00e4 asiakassuhteita. Tutkimusmenetelm\u00e4n\u00e4 k\u00e4ytettiin teemahaastattelua ja tutkimuksessa haastateltiin seitsem\u00e4\u00e4 henkil\u00f6\u00e4 eri organisaatioista, jotka osallistuvat yrityksen asiakastapaamisiin asiakkaan roolissa. Aineiston analysoinnissa k\u00e4ytettiin teemoittelua ja tyypittely\u00e4. Asiakkaat merkityksent\u00e4v\u00e4t asiakassuhdetta vuorovaikutussuhteelle tyypillisten piirteiden kautta. Asiakassuhde n\u00e4hd\u00e4\u00e4n molempia osapuolia hy\u00f6dytt\u00e4v\u00e4n\u00e4 yhteisty\u00f6n\u00e4, joka t\u00e4ht\u00e4\u00e4 yhteisten tavoitteiden t\u00e4yttymiseen. Asiakassuhdetta m\u00e4\u00e4ritell\u00e4\u00e4n moniulotteiseksi ilmi\u00f6ksi, jonka kehittymiseen vaikuttaa suuresti myyj\u00e4n vuorovaikutusosaaminen. Asiakkaat n\u00e4kev\u00e4t myyj\u00e4n organisaation edustajana, joka peilaa taustalla olevan yrityksen arvoja ja asenteita. Tuloksissa erottuu nelj\u00e4 erilaista asiakassuhdetyyppi\u00e4, jotka eroavat toisistaan esimerkiksi luottamuksen, sitoutumisen sek\u00e4 vuorovaikutuksen kautta. Tulosten valossa n\u00e4ytt\u00e4\u00e4 silt\u00e4, ett\u00e4 mit\u00e4 enemm\u00e4n suhteessa on esimerkiksi osapuolten v\u00e4list\u00e4 luottamusta, sit\u00e4 parempana suhdetta pidet\u00e4\u00e4n. Hyv\u00e4\u00e4n asiakassuhteeseen liitet\u00e4\u00e4n luottamuksen lis\u00e4ksi esimerkiksi henkil\u00f6kohtainen palvelu, asiantuntijuus ja kaverillisuus. Tulosten mukaan suurin eroavaisuus asiakassuhteen ja muiden vuorovaikutussuhteiden v\u00e4lill\u00e4 on sen sopimuksellisuus: asiakassuhde alkaa sopimuksesta tai oston teosta kun taas vuorovaikutussuhteen n\u00e4hd\u00e4\u00e4n alkavan osapuolten ensimm\u00e4isest\u00e4 vuorovaikutustilanteesta. Asiakassuhde kehittyy vaiheittain. Suurin riski asiakassuhteen kehittymisen pys\u00e4htymiselle on tulosten mukaan ennen asiakassuhteen alkamista, jolloin myyj\u00e4n merkitys on suurimmillaan. Tulosten mukaan n\u00e4ytt\u00e4\u00e4 silt\u00e4, ett\u00e4 myyj\u00e4n ja asiakkaan eroavat k\u00e4sitykset siit\u00e4 millainen suhteen tulisi olla, johtavat asiakkaan tyytym\u00e4tt\u00f6myyteen ja jopa suhteen loppumiseen. Asiakassuhteella on siis tulosten mukaan paremmat mahdollisuudet kehitty\u00e4 mik\u00e4li sen osapuolet jakavat samat odotukset. My\u00f6hemmiss\u00e4 vaiheissa myyj\u00e4n merkitys pienenee, ja mik\u00e4li suhde lopetetaan liittyv\u00e4t syyt yleens\u00e4 muihin asioihin.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Riitta Pitk\u00e4nen (rpitkane@jyu.fi) on 2018-10-18T10:13:24Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2018-10-18T10:13:25Z (GMT). No. of bitstreams: 0\n Previous issue date: 2018", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "64", "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": "vuorovaikutussuhde", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "vuorovaikutussuhteen kehittyminen", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "B2B-asiakassuhde vuorovaikutussuhteena : asiakkaiden k\u00e4sityksi\u00e4 asiakassuhteen kehittymisest\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-201810184445", "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": "Humanistis-yhteiskuntatieteellinen tiedekunta", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Faculty of Humanities and Social Sciences", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Kieli- ja viestint\u00e4tieteiden laitos", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Department of Language and Communication Studies", "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": "Puheviestint\u00e4", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Speech Communication", "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": "3132", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "yritykset", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakkaat", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "viestint\u00e4", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "vuorovaikutus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakassuhde", "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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