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[{"key": "dc.contributor.advisor", "value": "Kangas, Emilia", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Airio, Milja", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2022-01-18T06:30:40Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2022-01-18T06:30:40Z", "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/123456789/79376", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "T\u00e4m\u00e4n tutkimuksen tavoitteena oli selvitt\u00e4\u00e4 kuinka suuri merkitys ty\u00f6ntekij\u00f6iden johtamisella on merkityksellisen asiakaskokemuksen luomisessa. Tutkimuksessa pohdit-tiin sit\u00e4 mist\u00e4 asiakaskokemus koostuu ja mill\u00e4 konkreettisilla tavoilla case-yrityksen, Musiikkitalon ty\u00f6ntekij\u00f6it\u00e4 johdetaan saavuttamaan oma potentiaalinsa ja luomaan merkityksellinen asiakaskokemus. Tutkimuksen pohjana oli Musiikkitalon Palvelu-akatemia niminen ty\u00f6ntekij\u00f6iden koulutusohjelma, jonka avulla osoitettiin miten Musiikkitalo kouluttaa ty\u00f6ntekij\u00f6it\u00e4\u00e4n luomaan palvelukokemuksen asiakkailleen. \n\nT\u00e4m\u00e4 tutkimus on kvalitatiivinen tapaustutkimus, jossa tehtiin puolistrukturoidut haastattelut Musiikkitalon ty\u00f6ntekij\u00f6ille ja tapahtumanj\u00e4rjest\u00e4jille. Case-yrityksen strateginen materiaali toimi t\u00e4rke\u00e4n\u00e4 osana empiirist\u00e4 tutkimusta. Teoreettinen viitekehys rakentui palveluidentiteetin ja sis\u00e4isen markkinoinnin ymp\u00e4rille. \n\nTulokset osoittivat, ett\u00e4 esihenkil\u00f6ty\u00f6n merkitys organisaation arvojen ja toimintatapojen jalkauttamisessa ty\u00f6ntekij\u00f6ille on elint\u00e4rke\u00e4\u00e4. Organisaation arvojen sis\u00e4ist\u00e4minen muodostaa ty\u00f6ntekij\u00f6iden palveluidentiteetin l\u00e4ht\u00f6kohdan ja palveluidentiteetti on avainasia merkityksellisen kokemuksen luomisessa. Sis\u00e4isen markkinoinnin ja tunnelmamuotoilun keinoin ty\u00f6ntekij\u00f6it\u00e4 autetaan ymm\u00e4rt\u00e4m\u00e4\u00e4n asiakaskokemusta sek\u00e4 ty\u00f6nantajan strategisia tavoitteita. Musiikkitalon Palveluakatemia on onnistunut hyvin antamaan ty\u00f6kaluja ty\u00f6ntekij\u00f6illeen oman palveluidentiteetin luomiseen ja opettamaan tapoja, joilla Musiikkitalossa kohdataan asiakas. Sek\u00e4 ty\u00f6ntekij\u00e4t ett\u00e4 tapahtuman j\u00e4rjest\u00e4j\u00e4t kokevat, ett\u00e4 toiminta Musiikkitalossa nostaa henkil\u00f6kunnan ja asiakkaan arjen yl\u00e4puolelle. \n\nKiinnostava ajatus jatkotutkimuksia varten olisi tutkia Musiikkitalon Palveluakatemian jalkauttamien k\u00e4yt\u00e4nt\u00f6jen yleistett\u00e4vyytt\u00e4 muihin organisaatioihin ja yhteyksiin.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2022-01-18T06:30:40Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2022-01-18T06:30:40Z (GMT). No. of bitstreams: 0\n Previous issue date: 2021", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "27", "language": "", "element": "format", "qualifier": "extent", "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": "palvelujen johtaminen", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakaskokemuksen johtaminen", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "palveluidentiteetti", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Johtamisen vaikutukset asiakaskokemuksen luomisessa", "language": "", "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "bachelor thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-202201181145", "language": "", "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Bachelor's thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Kandidaatinty\u00f6", "language": "fi", "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": "Johtaminen", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Management and Leadership", "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_7a1f", "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": "bachelorThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.subject.oppiainekoodi", "value": "20424", "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": "johtaminen", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}]
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