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[{"key": "dc.contributor.advisor", "value": "Sepp\u00e4nen, Ville", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "P\u00f6yh\u00f6nen, Sakari", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2020-10-06T06:27:15Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2020-10-06T06:27:15Z", "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/123456789/72040", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "T\u00e4m\u00e4 tutkimus k\u00e4sittelee asiakaskeskeisyytt\u00e4 er\u00e4\u00e4n IT-palveluntarjoajan n\u00e4k\u00f6kulmasta. Tutkimuksen p\u00e4\u00e4teemat koskevat asiakaskeskeisyytt\u00e4, asiakasymm\u00e4rryst\u00e4 ja asiakasarvoa ja tutkimus vastaa seuraaviin tutkimuskysymyksiin:\nKuinka IT-palveluntarjoaja voi olla asiakaskeskeinen? Millainen on IT-palveluntarjoajan asiakaskeskeisyyden nykytila? Miten asiakaskeskeisyytt\u00e4\nvoidaan parantaa? Aiempi tutkimus on keskittynyt enemm\u00e4n johonkin yhteen\nt\u00e4ss\u00e4 tutkimuksessa k\u00e4sitelt\u00e4vist\u00e4 teemoista ja ne on tehty yleens\u00e4 vain palveluntarjoajan n\u00e4k\u00f6kulmasta. T\u00e4st\u00e4 syyst\u00e4 tutkimuksessa haluttiin selvitt\u00e4\u00e4 n\u00e4it\u00e4\nkaikkia kolmea teemaa palveluntarjoajan ja heid\u00e4n avainasiakkaiden n\u00e4k\u00f6kulmasta. T\u00e4m\u00e4n tutkimuksen keski\u00f6ss\u00e4 on IT-palveluntarjoaja, joka pyrkii tuottamaan entist\u00e4 asiakaskeskeisemmin palveluitaan ja ymm\u00e4rt\u00e4m\u00e4\u00e4n asiakkaitaan perusteellisemmin palvellakseen heit\u00e4 paremmin ja n\u00e4in saavuttaakseen\nkilpailuedun markkinoilla. Tutkimuksen aineistona toimi IT-palveluntarjoajan\nnelj\u00e4n avainasiakkaiksi tunnistamien asiakasyritysten yhteyshenkil\u00f6t. Tutkimus\ntoteutettiin teemahaastatteluin, joiden kysymykset johdettiin olemassa olevasta\nteoriasta. Kirjallisuuskatsauksessa k\u00e4sitellyt teemat, asiakaskeskeisyys, asiakasarvo ja asiakasymm\u00e4rrys muodostavat tutkimusta ohjaavan kokonaisuuden.\nT\u00e4m\u00e4n tutkimuksen tuloksien perusteella IT-palveluntarjoajan avainasiakkaiksi\ntunnistamat asiakasyritykset ja heid\u00e4n yhteyshenkil\u00f6ns\u00e4 kokevat palveluntarjoajan asiakaskeskeisyyden olevan hyv\u00e4ll\u00e4 tasolla. Haastateltavien vastauksista\nhuokuu palveluntarjoajan historia prosessiorganisaationa, joka on pyrkinyt\ntuottamaan palveluita eritt\u00e4in korkealla laadulla. Asiakkaat arvostavat yhteisty\u00f6t\u00e4 palveluntarjoajan kanssa, koska palveluntarjoaja kykenee reagoimaan\nmuuttuvaan asiakaskentt\u00e4\u00e4n ripe\u00e4sti ja pit\u00e4\u00e4 lupauksensa. T\u00e4m\u00e4n tutkimuksen\nkeskeisimpien tuloksien pohjalta muodostettiin toimintaa ohjaavat periaatteet,\njoihin kuuluivat oikeiden asiakkaiden tunnistaminen ja n\u00e4iden palveluun panostaminen. My\u00f6s proaktiivisuus asiakkaan suuntaan ja palvelun oman substanssiosaamisen korostaminen, resurssien keskitt\u00e4minen arvoa etsiviin asiakkuuksiin ja yhteisen arvonluonnin kehitt\u00e4minen asiakkaiden kanssa nousivat\nkeskeisiksi periaatteiksi.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "This study examines customer-centricity from the perspective of an IT service\nprovider. The main themes of the study are customer-centricity, customer insight and customer value. The research answers the following research questions: How can an IT service provider be customer-centric? What is the current\nstate of customer-centricity? How can customer-centricity be improved? Previous research focuses only on one or two of the themes addressed in this study\nand those researches are usually done from service providers point of view and\nnot that much customers point of view. For this reason, the study sought to explore all three of these themes from perspective of the service provider and\ntheir key accounts. At the heart of this research is an IT service provider that\nstrives to provide more customer-centric services and better understanding its\ncustomers to serve them and thus achieve competitive edge on the market. The\nmaterial of the study was the contact persons of four customer companies identified by the IT service provider as key customers. The research was carried out\nthrough thematic interviews, the questions of which were derived from the existing theory. The themes, customer focus, customer benefits and customer understanding covered in the literature review form the whole that guides the research. Based on this study, the customer companies identified by the IT service\nprovider as key customers and their contact persons feel that the service provider's customer focus is at a good level. The answers of the interviewees show\nthe history of the service provider as a process organization that has strived to\nprovide services of very high quality. Customers like to work with a service\nprovider because the service provider is able to respond quickly to the changing\ncustomer field and keep its promises. Based on the research, the principles\nguiding the operation were formed, which included identifying the right customers and investing in their service. Proactivity towards the customer and\nemphasizing the service provider\u2019s own substantive expertise, concentrating\nresources on value-seeking customers and developing joint value creation with\ncustomers also became key principles.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2020-10-06T06:27:15Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2020-10-06T06:27:15Z (GMT). No. of bitstreams: 0\n Previous issue date: 2020", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "60", "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": "asiakaskeskeisyys", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakasymm\u00e4rrys", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakasarvo", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Asiakaskeskeinen IT-palveluntarjoaja", "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-202010066096", "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": "arvonluonti", "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": "palvelut", "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"}]
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