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[{"key": "dc.contributor.advisor", "value": "Lumivalo, Juuli", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Sch\u00fcler, Milka", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2022-04-26T09:49:25Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2022-04-26T09:49:25Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2022", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/80720", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "T\u00e4ss\u00e4 pro gradu -tutkielmassa syvennyt\u00e4\u00e4n yritysten toteuttamaan digitaalisen transformaatioon asiakkaan kokeman arvon muodostumisen n\u00e4k\u00f6kulmasta. Yhden yrityksen digitaalisen transformaation ulottuvuuden voidaan n\u00e4hd\u00e4 olevan muutokset yrityksen arvonluonnissa. T\u00e4ss\u00e4 tutkimuksessa palvelun k\u00e4yt\u00f6st\u00e4 muodostuvaa arvoa tarkastellaan palvelukeskeisen logiikan arvon yhteisluonnin kautta. Onnistuneen digitaalisen transformaation strategian luomiseksi ja toteuttamiseksi yritysten tulisi l\u00f6yt\u00e4\u00e4 keinoja sen ymm\u00e4rt\u00e4miseksi, miten transformaatio voi vaikuttaa digitaalisista palveluista k\u00e4yt\u00f6n my\u00f6t\u00e4 muodostuvaan arvoon kuluttajille. N\u00e4iden keinojen l\u00f6yt\u00e4miseksi tulisi my\u00f6s kyet\u00e4 ymm\u00e4rt\u00e4m\u00e4\u00e4n kuluttajak\u00e4ytt\u00e4ytymisen muutosta digitaalisen transformaation mukana. T\u00e4m\u00e4n tutkimuksen tavoitteena on auttaa yrityksi\u00e4 t\u00e4ss\u00e4 haasteessa ja syvent\u00e4\u00e4 ymm\u00e4rryst\u00e4 digitaalisen transformaation vaikutuksista asiakkaaseen sek\u00e4 tutkia, miten digitalisoitujen palveluiden arvo muodostuu asiakkaalle palveluiden k\u00e4yt\u00f6n seurauksena. Tutkimuksen tutkimuskysymyksin\u00e4 toimivat \u201dMit\u00e4 tekij\u00f6it\u00e4 liittyy yrityksen toteuttamaan digitaaliseen transformaatioon asiakkaan n\u00e4k\u00f6kulmasta?\u201d ja \u201dMiten n\u00e4m\u00e4 tekij\u00e4t vaikuttavat asiakkaan kokeman arvon muodostumiseen digitaalisessa transformaatiossa?\u201d. Tutkimus toteutettiin laadullisin tutkimusmenetelmin. Tutkimusta varten haastateltiin kymment\u00e4 kuluttajaa, joilla oli kokemusta palveluiden digitalisoinnista. Tutkimuksen tuloksista on havaittavissa, ett\u00e4 pelkk\u00e4 digitalisoidun palvelun oikein toimiminen ei viel\u00e4 tuota itsess\u00e4\u00e4n asi-akkaalle arvoa, vaan vaatii rinnalleen esimerkiksi hy\u00f6dyn tai v\u00e4litt\u00e4misen kokemuksen muodostumista. Vaikka saumattomuus n\u00e4htiin merkitt\u00e4vimm\u00e4ksi onnistuneen digitaalisen asiakaskokemuksen ominaisuudeksi, ei suurin osa haastateltavien mieleen j\u00e4\u00e4neist\u00e4 onnistuneista kokemuksista kuitenkaan edennyt saumattomasti. T\u00e4ll\u00f6in palveluntarjoaja osallistui arvon yhteisluontiin muilla tavoin ja muutti ep\u00e4onnistuneen asiakaskokemuksen onnistuneeksi viestim\u00e4ll\u00e4 asiakkaan suuntaan tarpeeksi selke\u00e4sti. Tuloksista on havaittavissa my\u00f6s kuluttajien toiveet digitaalisten palveluiden personoinnista ja henkil\u00f6kohtaisen palvelun saamisesta digitaalisessa kanavissa automatisoitujen toimintojen lis\u00e4\u00e4ntyess\u00e4.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "This master\u2019s thesis dives into the digital transformation carried out by companies from the perspective of value creation experienced by the customer. Changes in the company\u2019s value creation ways can be defined as one dimension of a company\u2019s digital transformation. This thesis employs the lens of the service-dominant logic and examines customer value through value co-creation. In order to create and implement a successful digital transformation strategy, companies should find ways to understand how digital transformation can impact the value that digital services bring to consumers through use. In order to find these means, companies should also be able to understand the change in consumer behavior associated with the digital transformation. The aim of this research is to help companies in this challenge and to deepen their understanding of the effects of their digital transformation on the customer, and to examine how the value of digital services is formed for the customer as a result of their use. The research questions of this thesis are \u201cWhat factors from the customer\u2019s perspective are involved in the digital transformation carried out by a company?\u201d and \u201cHow do these factors affect the formation of the value experienced by the customer in the digital transformation?\u201d. The research was carried out using qualitative research methods. For the research, ten consumers with experience in using digitized services were interviewed. It can be seen from the results of this study that the correct functioning of a digitized service alone does not yet bring value to the customer but requires the formation of an experience of benefit or caring from the service provider. Although seamlessness was seen as the most significant feature of a successful digital customer experience, most of the brought out successful experiences did not progress seamlessly. In these cases, the service provider participated in the value co-creation by making the failed customer experience successful by communicating to the customer clearly. The results also show that consumers\u2019 desires for personalization of digital services and the wish for personalized service in digital channels is a wanted element with the increasing amount of automated functions.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Miia Hakanen (mihakane@jyu.fi) on 2022-04-26T09:49:25Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2022-04-26T09:49:25Z (GMT). No. of bitstreams: 0\n Previous issue date: 2022", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "84", "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": "arvon yhteisluonti", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "digitaalinen asiakaskokemus", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "digitaalinen transformaatio", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "palveluiden digitalisointi", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "k\u00e4ytt\u00e4ytymisen muutos", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Asiakasarvon muodostuminen digitaalisessa transformaatiossa : asiakkaiden kokemuksia palveluiden digitalisoinnista", "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-202204262395", "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.collaborator", "value": "business", "language": "", "element": "contractresearch", "qualifier": "collaborator", "schema": "yvv"}, {"key": "yvv.contractresearch.funding", "value": "4000", "language": "", "element": "contractresearch", "qualifier": "funding", "schema": "yvv"}, {"key": "yvv.contractresearch.initiative", "value": "student", "language": "", "element": "contractresearch", "qualifier": "initiative", "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": "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": "digitalisaatio", "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": "palvelut", "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": "arvo", "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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