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[{"key": "dc.contributor.advisor", "value": "Skippari, Mika", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Pet\u00e4j\u00e4niemi, Katariina", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2021-12-17T11:53:59Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2021-12-17T11:53:59Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2021", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/79023", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "T\u00e4m\u00e4n tutkimuksen tarkoituksena on tarkastella valitusk\u00e4ytt\u00e4ytymist\u00e4 ja palvelun normalisointia sosiaalisen median kontekstissa. Tutkimusmetodina on laadullinen kyselytutkimus ja aineisto on ker\u00e4tty s\u00e4hk\u00f6postitse l\u00e4hetetyill\u00e4 kyselylomakkeilla. Tutkimusongelmana on: Millaista on valitusk\u00e4ytt\u00e4ytyminen sosiaalisen median kontekstissa ja millaisilla normalisointistrategioilla yritysten tulisi vastata asiakkaiden valitusk\u00e4ytt\u00e4ytymiseen. \nTutkimuksen teoreettinen viitekehys koostuu valitusk\u00e4ytt\u00e4ytymisen ja palvelun normalisoinnin teorioista. Tutkimuksen avulla pyrit\u00e4\u00e4n t\u00e4ydent\u00e4m\u00e4\u00e4n olemassa olevaa tutkimusaukkoa siten, ett\u00e4 tutkimuksen n\u00e4k\u00f6kulma on liikkeenjohdollinen ja kyselyyn osallistuneet yritykset edustavat eri toimialoja. Sen lis\u00e4ksi tutkimuksessa k\u00e4sitell\u00e4\u00e4n my\u00f6s niit\u00e4 syit\u00e4, miksi valittamiseen tai palvelun normalisointiin k\u00e4ytet\u00e4\u00e4n jotakin muuta kanavaa sosiaalisen median sijaan. \nTutkimuksen perusteella voidaan todeta, ett\u00e4 vaikka valitusk\u00e4ytt\u00e4ytymisess\u00e4 onkin tapahtunut muutoksia sosiaalisen median my\u00f6t\u00e4, suurin osa vastaajista kertoi muiden valituskanavien olevan sosiaalista mediaa yleisempi\u00e4. Sosiaalisessa mediassa saatetaan valittaa, koska se on vaivaton ja kollektiivinen valituskanava. Toisaalta asiakkaat saattavat valita sosiaalisen median sijaan jonkun muun valituskanavan. Syyn\u00e4 t\u00e4h\u00e4n voivat olla esimerkiksi toimialakohtaiset viralliset valitusk\u00e4yt\u00e4nn\u00f6t, vaihtoehtoiset valituskanavat, sosiaalisen median mielt\u00e4minen hankalaksi tai ep\u00e4viralliseksi valituskanavaksi, tyytyv\u00e4isyys valitusten k\u00e4sittelyyn tai sosiaalisen tuen puute.\n Palvelun normalisoinnin perusperiaatteet ovat pysyneet yrityksiss\u00e4 p\u00e4\u00e4s\u00e4\u00e4nt\u00f6isesti ennallaan, mutta sosiaalisen median my\u00f6t\u00e4 on kuitenkin kiinnitett\u00e4v\u00e4 erityist\u00e4 huomiota valitusten tunnistamiseen, reagointinopeuteen, n\u00e4kyvyyteen sek\u00e4 ty\u00f6ntekij\u00f6iden kouluttamiseen. Palvelun normalisointi pyrit\u00e4\u00e4n hoitamaan yrityksiss\u00e4 henkil\u00f6kohtaisesti asiakkaan kanssa. Mik\u00e4li asiakas on valittanut sosiaalisessa mediassa, ei palvelun normalisointia aina suoriteta samassa kanavassa. Syyn\u00e4 t\u00e4h\u00e4n voivat olla toimialakohtaiset viralliset k\u00e4yt\u00e4nn\u00f6t, vakiintuneet k\u00e4yt\u00e4nn\u00f6t tai tietosuoja-asiat.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2021-12-17T11:53:59Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2021-12-17T11:53:59Z (GMT). No. of bitstreams: 0\n Previous issue date: 2021", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "76", "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": "valitusk\u00e4ytt\u00e4ytyminen", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "palvelun normalisointi", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Valitusk\u00e4ytt\u00e4ytyminen ja palvelun normalisointi sosiaalisen median kontekstissa", "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-202112176007", "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": "restrictedAccess", "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": "sosiaalinen media", "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": "valitukset", "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.rights.accessrights", "value": "The author has not given permission to make the work publicly available electronically. Therefore the material can be read only at the archival workstation at Jyv\u00e4skyl\u00e4 University Library (https://kirjasto.jyu.fi/collections/archival-workstation).", "language": "en", "element": "rights", "qualifier": "accessrights", "schema": "dc"}, {"key": "dc.rights.accessrights", "value": "Tekij\u00e4 ei ole antanut lupaa avoimeen julkaisuun, joten aineisto on luettavissa vain Jyv\u00e4skyl\u00e4n yliopiston kirjaston arkistoty\u00f6semalta. Ks. https://kirjasto.jyu.fi/kokoelmat/arkistotyoasema..", "language": "fi", "element": "rights", "qualifier": "accessrights", "schema": "dc"}, {"key": "dc.type.okm", "value": "G2", "language": null, "element": "type", "qualifier": "okm", "schema": "dc"}]
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