Service Design for Russian Tourists in Finland
Kononenko, Nikolay (2012)
Kononenko, Nikolay
Saimaan ammattikorkeakoulu
2012
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201205046200
https://urn.fi/URN:NBN:fi:amk-201205046200
Tiivistelmä
An objective of this work is to give a general idea about the service design; how service design can increase customer satisfaction among Russians; and how services design of Holiday Club Saimaa should be modified to become more attractive for Russian tourists.
The information about service design was gathered from literature, the Internet and by observation, as well as interviewing guests of Holiday Club Saimaa.
Results of the research show that Holiday Club Saimaa implements almost all aspects of service design. Hotel management understands that Russian tourists have huge potential and they are trying to improve services for this segment. However, they do not call it “service design”, so basically they are using it without realizing it.
The information about service design was gathered from literature, the Internet and by observation, as well as interviewing guests of Holiday Club Saimaa.
Results of the research show that Holiday Club Saimaa implements almost all aspects of service design. Hotel management understands that Russian tourists have huge potential and they are trying to improve services for this segment. However, they do not call it “service design”, so basically they are using it without realizing it.