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[{"key": "dc.contributor.advisor", "value": "Sepp\u00e4nen, Ville", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Jauhiainen, Riikka", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2020-02-25T06:52:19Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2020-02-25T06:52:19Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2020", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/67937", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "T\u00e4m\u00e4n tutkielman tavoitteena oli selvitt\u00e4\u00e4, mitk\u00e4 ovat kaikkikanavaisen asiakaskokemuksen luomisen edellytyksi\u00e4 v\u00e4hitt\u00e4iskaupan alan yrityksen kannalta. Kaikkikanavaisella asiakaskokemuksella tarkoitetaan saumatonta monikanavaista asiakaskokemusta, jossa asiakas voi vapaasti vaihtaa palvelukanavasta tai kontaktipisteest\u00e4 toiseen kokemuksen s\u00e4ilyess\u00e4 yhten\u00e4isen\u00e4. Aiheeseen tutustuttiin ensin kirjallisuuskatsauksen avulla, mink\u00e4 j\u00e4lkeen empiirinen tutkimus toteutettiin kvalitatiivisena haastattelututkimuksena, johon osallistui nelj\u00e4 v\u00e4hitt\u00e4iskaupan alan yrityksiss\u00e4 ty\u00f6skentelev\u00e4\u00e4 asiantuntijaa sek\u00e4 yksi konsultti. Kirjallisuuskatsauksen perusteella luotiin viitekehys, jota hy\u00f6dynnettiin haastattelurungon luomisessa ja haastatteluiden analysoimisessa. Kaikkikanavaisuuteen liittyvi\u00e4 tekij\u00f6it\u00e4 mainittiin haastatteluissa useita. Sek\u00e4 kirjallisuuden ett\u00e4 empirian perusteella t\u00e4rkeiksi kaikkikanavaisuuden edellytyksiksi nousivat j\u00e4rjestelmien ja logistiikan joustavuus, informaation saatavuus ja yhdenmukaisuus kaikissa palvelukanavissa, yhten\u00e4inen kaikkikanavaisuutta tukeva organisaatiokulttuuri, sek\u00e4 asiakaspalvelijoiden kaikkikanavaisuuden huomioonottava toiminta. Lis\u00e4ksi haastatteluiden perusteella viitekehykseen lis\u00e4ttiin viestint\u00e4, tarkemmin sanottuna viestinn\u00e4n riitt\u00e4vyys sek\u00e4 riitt\u00e4v\u00e4 viestint\u00e4 asiakkaan saatavilla olevista kaikkikanavaisista ominaisuuksista ja mahdollisuuksista.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "The goal of this thesis was to find out what are the requirements of creating an omnichannel customer experience in the point of view of a retail company. An omnichannel customer experience is a seamless multichannel customer experience, where the customer can freely switch between service channels or touch-points while the customer experience remains consistent. Firstly, a literature review was conducted to familiarize with the subject. After that the empirical part was executed by conducting qualitative interviews with one consultant and four professionals working in retail companies.Based on the literature review, a framework of the requirements was created, and it was utilized for creating the interview framework and for analysing the interviews. Multiple omnichannel requirements were mentioned in the interviews. Important requirements based on both the literature and interviews were among other things flexibility of systems and logistics, availability and unity of information in all channels, uniform organizational culture that supports omnichannel, and customer servants who embrace omnichannel. In addition, based on the interviews, customer communications, more precisely the sufficiency of communication and communication about omnichannel features and possibilities available for customers, was added to the framework.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Miia Hakanen (mihakane@jyu.fi) on 2020-02-25T06:52:19Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2020-02-25T06:52:19Z (GMT). No. of bitstreams: 0\n Previous issue date: 2020", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "75", "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": "kaikkikanavaisuus", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "kaikkikanavastrategia", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "saumattomuus", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Kaikkikanavastrategia ja saumattoman monikanavaisen asiakaskokemuksen edellytykset", "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-202002252165", "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": "monikanavaisuus", "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": "asiakaskokemus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "edellytykset", "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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