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[{"key": "dc.contributor.advisor", "value": "Munnukka, Juha", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "V\u00e4h\u00e4kangas, Iida", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2020-06-18T05:42:33Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2020-06-18T05:42:33Z", "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/123456789/70048", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Tutkimuksen tavoitteena oli selvitt\u00e4\u00e4, mitk\u00e4 ovat merkitt\u00e4vimpi\u00e4 tekij\u00f6it\u00e4, jotka vaikuttavat hyv\u00e4\u00e4n asiakaskokemukseen ja kuinka asiakaskokemusta voidaan parantaa ymp\u00e4rist\u00f6huoltoalan yrityksess\u00e4.\nTutkimuksessa hy\u00f6dynnettiin teoreettisena viitekehyksen\u00e4 usean eri tutkijan n\u00e4k\u00f6kulmia. Tutkimuksen kannalta merkitt\u00e4vimpi\u00e4 n\u00e4k\u00f6kulmia teoriasta l\u00f6ytyi yhteens\u00e4 16, joista tiivistettiin esille kolme t\u00e4rkeint\u00e4 p\u00e4\u00e4kategoriaa. N\u00e4m\u00e4 p\u00e4\u00e4kategoriat ovat hyv\u00e4 asiakaskokemus, yhteisty\u00f6 ja vuorovaikutus sek\u00e4 haasteet ja ongelmat. N\u00e4ist\u00e4 p\u00e4\u00e4kategorioista muodostettiin tutkimuksen toteutukseen tarvittavat kysymykset, jotka esitettiin case-yrityksen asiakkaille teemahaastatteluilla. Tutkimushaastatteluja tehtiin yhteens\u00e4 22 kappaletta.\nTutkimuksessa k\u00e4ytettiin laadullista tutkimusmenetelm\u00e4\u00e4, jotta haastateltavista saadaan ihmisten todelliset tunteet ja kokemukset esille. Laadullisella tutkimusmenetelm\u00e4ll\u00e4 voidaan my\u00f6s varmistaa se, ett\u00e4 haastateltavilta saadaan mahdollisimman oikeanlaista tietoa sek\u00e4 kuullaan asiakkaiden omia kokemuksia asiakaskokemuksesta.\nCase-yrityksen asiakkaat l\u00f6ysiv\u00e4t yrityksen toiminnasta paljon hyvi\u00e4 tekij\u00f6it\u00e4, jotka vaikuttavat hyv\u00e4\u00e4n asiakaskokemukseen. Keskeisimm\u00e4t tekij\u00e4t, jotka vaikuttavat hyv\u00e4\u00e4n asiakaskokemukseen ovat asiakkaan kuunteleminen ja huomioon ottaminen, sek\u00e4 asiakkaan ongelmien ratkaisu. Asiakkaat my\u00f6s arvostavat, jos asiakaskokemus on joustavaa, henkil\u00f6kohtaista, luotettavaa sek\u00e4 asiantuntevaa. Ongelmakohdat, jotka ilmeniv\u00e4t haastatteluissa ovat v\u00e4h\u00e4inen vuorovaikutus, kommunikoinnin puute sek\u00e4 s\u00e4hk\u00f6postiviestien kuittauksien puute. N\u00e4m\u00e4 ongelmakohdat ovat kuitenkin sellaisia, mitk\u00e4 ovat korjattavissa. Asiakaskokemusta voidaan yrityksess\u00e4 parantaa keskittym\u00e4ll\u00e4 juuri n\u00e4ihin yrityksen ongelmakohtiin. Jatkotutkimusehdotuksena case-yritykselle on, ett\u00e4 samankaltaista tutkimusta voisi toteuttaa yrityksess\u00e4 s\u00e4\u00e4nn\u00f6llisesti tai syventym\u00e4ll\u00e4 kokonaisvaltaisen asiakaskokemuksen sijaan rajatumpaan tutkimukseen, esimerkiksi asiakaspalveluun.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Miia Hakanen (mihakane@jyu.fi) on 2020-06-18T05:42:33Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2020-06-18T05:42:33Z (GMT). No. of bitstreams: 0\n Previous issue date: 2020", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "54", "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": "palvelukokemus", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Asiakaskokemuksen muodostuminen ymp\u00e4rist\u00f6huoltoalan yrityksess\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-202006184259", "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": "Markkinointi", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Marketing", "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": "20423", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakaskokemus", "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": "asiakaspalvelu", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "yritykset", "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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