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[{"key": "dc.contributor.advisor", "value": "Kuronen, Mikko", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Nieminen, Jukka", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2019-05-08T07:32:48Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2019-05-08T07:32:48Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2019", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/63799", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "T\u00e4m\u00e4n deskriptiivisen tutkielman tarkoituksena on selvitt\u00e4\u00e4, millaista s\u00e4vy\u00e4 asiakkaat k\u00e4ytt\u00e4v\u00e4t kirjoittaessaan yritysten Facebook-sivuille, millaisia kohteliaisuusstrategioita asiakaspalvelu ja asiakkaat k\u00e4ytt\u00e4v\u00e4t sek\u00e4 miten asiakkaan viestin s\u00e4vy vaikuttaa asiakaspalvelun vastausviesteihin. Tutkimusaineisto on ker\u00e4tty asiakkaiden kirjoittamista julkisista negatiiviss\u00e4vytteisist\u00e4 palautteista ja niihin liittyvist\u00e4 vastauksista Ruotsissa toimivien yritysten avoimilta Facebook-sivuilta.\n\nKohteliaisuuksien tutkimuksessa k\u00e4ytettiin pohjana Brownin ja Levinsonin 25-kohtaista kohteliaisuusstrategiateoriaa sek\u00e4 Leechin kohteliaisuusperiaateteoriaa. S\u00e4vyn tutkimuksessa k\u00e4ytettiin Herringin tietokoneavusteiselle kommunikaatiolle luomaa luokittelukaavaa, jossa s\u00e4vy on yksi tekij\u00e4.\n\nTutkimustulokset osoittavat, ett\u00e4 asiakaspalvelu k\u00e4ytt\u00e4\u00e4 useita eri kohteliaisuusstrategioita vastatessaan asiakkaiden viesteihin. Asiakkaat puolestaan eiv\u00e4t k\u00e4yt\u00e4 l\u00e4hesk\u00e4\u00e4n niin paljon kohteliaisuusstrategioita kuin asiakaspalvelu, monissa tapauksissa eiv\u00e4t ollenkaan. Tutkimustulokset n\u00e4ytt\u00e4v\u00e4t my\u00f6s, ett\u00e4 asiakkaiden viesteiss\u00e4\u00e4n k\u00e4ytt\u00e4m\u00e4 s\u00e4vy on usein ep\u00e4virallinen, vakava ja monesti jopa ep\u00e4yst\u00e4v\u00e4llinen. Tulokset viittaavat my\u00f6s siihen, ett\u00e4 mit\u00e4 ep\u00e4yst\u00e4v\u00e4llisemp\u00e4\u00e4 s\u00e4vy\u00e4 asiakkaat k\u00e4ytt\u00e4v\u00e4t viesteiss\u00e4\u00e4n, sit\u00e4 enemm\u00e4n asiakaspalvelu k\u00e4ytt\u00e4\u00e4 kohteliaisuusstrategioita.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2019-05-08T07:32:48Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2019-05-08T07:32:48Z (GMT). No. of bitstreams: 0\n Previous issue date: 2019", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "73", "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": "swe", "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": "ton", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Artighet och ton i kundtj\u00e4nstkontakter p\u00e5 Facebook-sidor", "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-201905082470", "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": "Ruotsin kieli", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Swedish", "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": "306", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "sosiaalinen media", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakaspalvelu", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "Facebook", "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": "yritt\u00e4j\u00e4t", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "palvelut", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "kohteliaisuus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakastyytyv\u00e4isyys", "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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