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[{"key": "dc.contributor.advisor", "value": "Tuunanen, Tuure", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.advisor", "value": "Salo, Markus", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Toivanen, Vilma", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2022-08-22T05:41:35Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2022-08-22T05:41:35Z", "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/123456789/82743", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "T\u00e4m\u00e4 tutkielma tarkastelee palveluiden vaihtok\u00e4ytt\u00e4ytymist\u00e4 ja tekij\u00f6it\u00e4, jotka vaikuttavat arvon muodostumisen prosesseihin suomalaisissa kuluttajapalveluj\u00e4rjestelmiss\u00e4 koskien perinteisi\u00e4 palvelukanavia sek\u00e4 digitaalisten kompetenssien tukemia monikanavaisia kuluttajapalveluiden palveluymp\u00e4rist\u00f6j\u00e4. T\u00e4ss\u00e4 tutkimuksessa pyrit\u00e4\u00e4n kuvaamaan k\u00e4ytt\u00e4jien vuorovaikutusta nykyiseen arkeen levitt\u00e4ytyneiden palveluymp\u00e4rist\u00f6jen kanssa sek\u00e4 miten k\u00e4ytt\u00e4j\u00e4t tulkitsevat ja k\u00e4sitt\u00e4v\u00e4t n\u00e4ist\u00e4 syntyvi\u00e4 palvelunk\u00e4yt\u00f6n kokemuksia. T\u00e4m\u00e4 tutkielma pyrkii my\u00f6s t\u00e4ydent\u00e4m\u00e4\u00e4n melko rajoittunutta aiempaa tutkimusta koskien palveluiden vaihtok\u00e4ytt\u00e4ytymist\u00e4 eri palvelukanavilla ja -j\u00e4rjestelmill\u00e4 sek\u00e4 tarkastelemaan miten erilaiset palvelun vaihtok\u00e4ytt\u00e4ytymisen tekij\u00e4t vaikuttavat k\u00e4ytt\u00e4jien arvon muodostumiseen. Tutkielma alkaa aiemman kirjallisuuden katsauksella koskien palveluita ja palvelukanavia, jotka heijastetaan suomalaisen kuluttajapalvelun kontekstiin sek\u00e4 arvon muodostumisen prosesseja, palveluiden vaihtok\u00e4ytt\u00e4ytymist\u00e4, ja miten arvon muodostumisen sek\u00e4 palvelun vaihtok\u00e4ytt\u00e4ytymisen viitekehyksi\u00e4 voidaan heijastaa toisiinsa. Kirjallisuuskatsauksen j\u00e4lkeen esitet\u00e4\u00e4n tutkimustavoitteiden tavoitteluun k\u00e4ytetty tutkimusmenetelm\u00e4. Laadullinen tutkimus on toteutettu merkitt\u00e4vien tapahtumien menettely\u00e4 (engl. critical incident technique), jota sovelletaan puolistrukturoituun verkkokyselyyn, joka analysoidaan sis\u00e4ll\u00f6nanalyysilla (n = 59). Keskeiset tutkimustulokset selvitt\u00e4v\u00e4t, miten merkitt\u00e4v\u00e4t tapahtumat saivat k\u00e4ytt\u00e4j\u00e4t vaihtamaan palveluita sek\u00e4 miten ty\u00f6nt\u00e4v\u00e4t, vet\u00e4v\u00e4t ja esiin nousevat ankkuroivat tekij\u00e4t vaikuttivat palveluiden vaihtok\u00e4ytt\u00e4ytymiseen vaikuttamalla vastaavasti arvon yhteistuhoamiseen, yhteisluomiseen sek\u00e4 palvelukokemuksen moderointiin.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "This thesis examines the service switching behaviour and factors that influence the value formation processes in Finnish retail service systems concerning traditional service channels and the service channels facilitated with digital competences as omnichannel retail service environments. This research aims to reflect the ubiquitous modern service environments the users interact with daily, and how they perceive and process the resulting service-use experiences. This thesis also aims to supplement the rather limited prior research concerning service switching behaviour across service channels and service systems and examine how value formation is affected by different factors during service switching behaviour for the users. This thesis commences by reviewing prior literature concerning services and different service channels which are reflected to the context of Finnish retail, value formation processes, service switching behaviour, and how central frameworks of value formation and service switching behaviour can be reflected against each other. After the review of literature, the research methodology is presented to address the research objectives. The qualitative research is conducted with the critical incident technique that is applied to semi-structured online questionnaire, which is analysed with content analysis (n=59). The central results explore how the critical incidents had caused the users to switch services, and how the push, pull, and emerging mooring factors had affected service switching behaviours by facilitating value co-destruction, co-creation, and service experience moderation respectively.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2022-08-22T05:41:35Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2022-08-22T05:41:35Z (GMT). No. of bitstreams: 0\n Previous issue date: 2022", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "156", "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": "eng", "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": "service switching behaviour", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "value formation", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "service-use experience", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "digital service system", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "retail service environment", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Value formation and service switching behaviour in Finnish retail service systems", "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-202208224282", "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": "palvelut", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "k\u00e4ytt\u00e4j\u00e4t", "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": "v\u00e4hitt\u00e4iskauppiaat", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "verkkopalvelut", "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": "services", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "users", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "interaction", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "retailers", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "online services", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "consumers", "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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