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[{"key": "dc.contributor.advisor", "value": "Karjaluoto, Heikki", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Koskela, Ilona", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2020-07-30T07:38:25Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2020-07-30T07:38:25Z", "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/123456789/71286", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "T\u00e4m\u00e4 pro gradu -tutkielma tutkii asiakaskokemuksen muodostumista chatbot-palvelussa kuluttajan\u00e4k\u00f6kulmasta sek\u00e4 sit\u00e4, mitk\u00e4 ovat chatbotien yleisimpi\u00e4 sudenkuoppia ja potentiaalisia mahdollisuuksia. Tutkielma pyrkii selvitt\u00e4m\u00e4\u00e4n mist\u00e4 tekij\u00f6ist\u00e4 asiakaskokemus muodostuu chatbot-palvelussa ja miten n\u00e4m\u00e4 tekij\u00e4t vaikuttavat asiakaskokemukseen sek\u00e4 mitk\u00e4 ovat chatbotien yleisimpi\u00e4 heikkouksia ja mitk\u00e4 chatbotin tekij\u00e4t n\u00e4hd\u00e4\u00e4n mahdollisuuksina. \n\nDigitalisaation my\u00f6t\u00e4 monikanavaisuus ja l\u00e4sn\u00e4olo verkossa ovat kasvaneet. Yritykset kohtaavat kuluttajia yh\u00e4 useammissa kohtaamispisteiss\u00e4 ja n\u00e4iden kaikkien pisteiden n\u00e4hd\u00e4\u00e4n vaikuttavan asiakaskokemuksen muodostumiseen. Er\u00e4s kohtaamispiste on yritysten ja organisaatioiden tarjoama teko\u00e4lyyn pohjautuva chatbot-palvelu, joka vastaa kuluttajien ajasta ja paikasta riippumattomaan asiakaspalvelun tarpeeseen. Chatbotien yleistymisest\u00e4 huolimatta asiakaskokemuksen muodostumista chatbot-palvelussa on tutkittu hyvin niukasti. Valtaosa chatboteihin kohdistuvasta akateemisesta tutkimuksesta keskittyy chatbotien teknisiin ominaisuuksiin, mutta t\u00e4m\u00e4 tutkielma keskittyy asiakaskokemuksen muodostumiseen chatbot-palvelussa aiheen ymm\u00e4rryksen lis\u00e4\u00e4miseksi. Tutkielma on tarkoitettu my\u00f6s yrityksille, jotka ovat kiinnostuneet chatbot-palvelusta ja sen potentiaalista.\n \nTutkimus on luonteeltaan laadullinen tutkimus, jossa haastateltiin teemahaastatteluna kymment\u00e4 satunnaisesti valittua suomalaista kuluttajaa, joilla oli kokemusta chatbotien k\u00e4yt\u00f6st\u00e4. Haastattelun vastausten perusteella chatbotit koettiin kiinnostavina matalan kynnyksen yhteydenottokanavina, mutta kaikkien haastateltavien yleinen mielikuva chatboteista oli negatiivinen. Negatiivinen mielikuva oli muodostunut toistuvista huonoista kokemuksista chatbotien kanssa, mutta t\u00e4st\u00e4 huolimatta chatboteissa n\u00e4htiin potentiaalia ja niiden uskottiin kehittyv\u00e4n l\u00e4hitulevaisuudessa. Asiakaskokemus muodostuu chatbot-palvelussa odotusten ja havaitun suorituskyvyn ristiriidan erotuksena ja vahvimpana yksitt\u00e4isen\u00e4 tekij\u00e4n\u00e4 asiakaskokemukseen vaikuttaa chatbotin hy\u00f6dyllisyys ja k\u00e4yt\u00f6n helppous.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2020-07-30T07:38:25Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2020-07-30T07:38:25Z (GMT). No. of bitstreams: 0\n Previous issue date: 2020", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "77", "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": "chatbot", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakasymm\u00e4rrys", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Asiakaskokemuksen muodostuminen chatbot-palvelussa", "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-202007305434", "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": "monikanavaisuus", "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": "asiakasl\u00e4ht\u00f6isyys", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "digitalisaatio", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "kokemukset", "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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