| fullrecord |
[{"key": "dc.contributor.advisor", "value": "Munnukka, Juha", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Ryh\u00e4nen, Julia", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2020-08-12T05:24:52Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2020-08-12T05:24:52Z", "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/123456789/71385", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Ylivoimaisen asiakaskokemuksen salaisuuden l\u00f6yt\u00e4minen tuntuu olevan l\u00e4hes jokaisen nykyp\u00e4iv\u00e4n organisaation tavoite. Asiakaskokemusta itsess\u00e4\u00e4n on tutkittu siis paljon, mutta puhuttaessa vuorovaikutuksen merkityksest\u00e4 asiakaskokemuksessa tulee kirjallisuudessa vastaan tutkimusaukko. T\u00e4m\u00e4n tutkimuksen tavoitteena on saada syv\u00e4llisemp\u00e4\u00e4 ymm\u00e4rryst\u00e4 siit\u00e4, kuinka vuorovaikutustilanteen valenssi ja luonne sek\u00e4 ostoprosessin vaihe vaikuttavat vuorovaikutuksen merkitykseen erinomaista asiakaskokemusta tavoiteltaessa. Tutkimusalaksi valittiin vaatteiden verkkomyynti sen suuren volyymin ja mielipiteit\u00e4 jakavan nykytilan takia.\nKuinka vuorovaikutus aidon ihmisen kanssa vaikuttaa asiakaskokemukseen vaatteiden verkkomyynniss\u00e4? Eroaako aidon ihmisen kanssa k\u00e4yty vuorovaikutuksen merkitys teko\u00e4lyn kanssa k\u00e4ydyst\u00e4 vuorovaikutuksen merkityksest\u00e4 puhuttaessa asiakaskokemuksesta? Miss\u00e4 ostopolun vaiheessa vuorovaikutuksen merkitys korostuu asiakaskokemuksen n\u00e4k\u00f6kulmasta? Ent\u00e4 onko vuorovaikutustilanteen valenssilla vaikutusta (positiivinen vs. negatiivinen tilanne)?\nTutkimus toteutettiin kvalitatiivisena eli laadullisena tutkimuksena. Haastateltavia oli seitsem\u00e4n. Haastateltavien ik\u00e4haarukka oli 24-30 vuotta, koska vuorovaikutuksen merkitys asiakaskokemuksessa voi vaihdella ik\u00e4polvien v\u00e4lill\u00e4 ja tuloksista haluttiin saada vertailukelpoisia.\nTutkimustuloksissa korostui vuorovaikutuksen merkitys asiakaskokemukseen erityisesti ostoprosessin loppuvaiheissa: ostop\u00e4\u00e4t\u00f6st\u00e4 ennen sek\u00e4 mahdollisessa palautusvaiheessa. Vuorovaikutustilanteen ollessa negatiivinen asiakaskokemus saattoi k\u00e4rsi\u00e4 ja asiakassuhde katketa, kun taas positiivinen vuorovaikutustilanne edesauttoi hyv\u00e4n asiakaskokemuksen syntymist\u00e4 ja pitk\u00e4aikaisen asiakassuhteen rakentumista. Negatiiviset tilanteet muistettiin l\u00e4ht\u00f6kohtaisesti paremmin kuin positiiviset ja niiden koettiin vaikuttavan asiakassuhteeseen enemm\u00e4n. Teknisien ominaisuuksien toimivuutta korostettiin osana online-sektorin asiakaskokemusta ja vuorovaikutustilanteita.\nTeko\u00e4lypohjaisista ratkaisuista monilla oli huonoja kokemuksia, mutta niiden kehitykseen ja tulevaisuuden k\u00e4ytt\u00f6\u00f6n suhtauduttiin positiivisesti. Niiden uskottiin my\u00f6s olevan hy\u00f6dyllisi\u00e4 vaatteiden verkkokaupoissa ja parantavan omalta osaltaan asiakaskokemusta.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2020-08-12T05:24:52Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2020-08-12T05:24:52Z (GMT). No. of bitstreams: 0\n Previous issue date: 2020", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "70", "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": "tekninen vuorovaikutus", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "sosiaalinen vuorovaikutus", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "ostop\u00e4\u00e4t\u00f6sprosessi", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Vuorovaikutuksen merkitys asiakaskokemuksessa vaatteiden verkkomyynniss\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-202008125525", "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": "verkkokauppa", "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": "vuorovaikutus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "kuluttajat", "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": "kuluttajak\u00e4ytt\u00e4ytyminen", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "teko\u00e4ly", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakassuhde", "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"}]
|