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[{"key": "dc.contributor.advisor", "value": "Halttunen, Veikko", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Ahola, Riikka", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2018-12-07T07:12:04Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2018-12-07T07:12:04Z", "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/123456789/60519", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Digitalisaation my\u00f6t\u00e4 kaupan ala on murroksessa. T\u00e4m\u00e4n digitaalisen murroksen tuomien muutosten my\u00f6t\u00e4 kaikkikanavaisen kaupan asiakaskokemus jakaantuu nyky\u00e4\u00e4n fyysiseen ja digitaaliseen palvelumaisemaan, joissa asiakaskokemus muodostuu. Kaikkikanavaisen kaupan ideana on tarjota asiakkaalle saumaton asiakaskokemus halki kanavien, joka voidaan saavuttaa panostamalla kanavaintegraatioon. T\u00e4m\u00e4n tutkielman tarkoituksena on tarjota n\u00e4kemyksi\u00e4 siit\u00e4, miten asiakaskokemus muodostuu halki fyysisen ja digitaalisen palvelumaiseman erikoiskaupan kontekstissa tarkasteltuna. Tutkielmassa k\u00e4ytettiin laadullista tutkimusotetta ja aineisto ker\u00e4ttiin fokusryhm\u00e4haastatteluilla. Haastatteluiden avulla tarkasteltiin kuluttajien jaettuja merkityksi\u00e4 kaikkikanavaisesta asiakaskokemuksesta ja useista kanavista muodostuvan kaupan palvelumaisemasta. Tutkielman l\u00f6yd\u00f6sten perusteella asiakkaiden n\u00e4kemys tyydytt\u00e4v\u00e4st\u00e4 kaikkikanavaisesta ostokokemuksesta vaihtelee ostokontekstin ja persoonallisten sek\u00e4 sosiaalisten tekij\u00f6iden mukaan. Kanavien koettiin t\u00e4ydent\u00e4v\u00e4n toisiaan, sill\u00e4 niist\u00e4 saatiin muun muassa erityyppist\u00e4 informaatiota. Sosiaalisuuden merkitys korostui sek\u00e4 fyysisess\u00e4 ett\u00e4 digitaalisessa kanavassa, mik\u00e4 heijastui my\u00f6s asiakkaiden luottamukseen. Lis\u00e4ksi asiakkaat kokivat t\u00e4rke\u00e4ksi sen, ett\u00e4 kanavat ovat tietoisia toisistaan, mik\u00e4 voi ilmet\u00e4 esimerkiksi informaation yhdenmukaisuutena kanavien halki.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Digitalization has disrupted the retail trade. This digital disruption has given rise to many changes in the retail trade, such as the dispersion of the servicescape across both online and brick-and-mortar stores. In omnichannel retailing, the aim is to provide a seamless customer experience across different channels, which can be achieved with channel integration. The purpose of this study was to provide insights on the formation of the customer experience across the physical and digital channels. The study was conducted in the context of the specialty retail in Finland. Qualitative research methods were used in the study and focus group interviews were conducted to collect data. The focus group approach was used to examine the consumers\u2019 shared meanings of the customer experience in the omnichannel retail environment. The findings from the focus groups showed that the perception of a satisfying shopping experience varied according to shopping context and personal and social factors. The channels were perceived to complement each other by e.g. providing different types of information. The role of social interaction was emphasized in both physical and digital channels, which was reflected in consumers\u2019 trust. Also, it was considered important that the channels were aware of each other and provided consistent information regardless of the channel.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2018-12-07T07:12:04Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2018-12-07T07:12:04Z (GMT). No. of bitstreams: 0\n Previous issue date: 2018", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "50", "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": "kanavaintegraatio", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "palvelumaisema", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "kaikkikanavainen kauppa", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Asiakaskokemus digitalisoituneessa palvelumaisemassa", "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-201812075026", "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": "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.subject.yso", "value": "kauppa", "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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