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Turvallisen käyttäytymisen edistäminen kuluttajapalveluissa asiakaslähtöisin menetelmin
(2019)
vähentymiseen. Tavoitteena oli saada opinnäytetyön toimeksiantajana toimivalle valvovalle viranomaiselle Turvallisuus- ja kemikaalivirastolle (Tukes) tietoa valvontatyön tueksi sekä avustaa palveluntarjoajia näiden suunnitellessa ja valitessa keinoja tiedottaa...
The purpose of this thesis was to explore how to influence safe behaviour among customers participating consumer services in a way that it would decrease accidents. Aim was to aid the commissioner of the thesis Safety and Chemicals Agency (Tukes) in its surveillance and assist service providers when they plan and implement means to inform customers about the hazards related to the service. Guidelines were drafted in the thesis to improve the safety behaviour of the customers. Customer behaviour was observed in a sporty and high-risk consumer service as a part of the research project. Customer insight was deepened by drafting a customer journey map with four customers participating in a high-risk experience service. Guidelines were formed from the fundamental parts of the thesis and they are based on the literature, observation study and the customer journey map. Guidelines include four core principles that can be applied to improve the safety of consumer service. Decision making, risk behaviour, relevance of risk communication and challenges related to warnings are introduced in the knowledge base of the thesis. Risk communication is important when trying to influence risky behaviour and increase risk awareness. Warnings and instructions are means to steer customers in a safer direction. There are a variety of ways to do this and the law nor the guidelines given by the authority doesn’t state which way is appropriate in different situations. Warnings are challenging because people interpret risk messages in individual ways. Warnings might be left totally unnoticed or they don’t influence behaviour accordingly. Besides risk communication, service should be designed so that behaving safely is as easy as possible. Occasionally customers need a little nudge to steer them in right direction, towards safer options. Sometimes nudging is not enough and there is a need for a bit of a shove to generate adequate response. It is essential that means to guide customers are based on customer insight and that the measures take different user groups into consideration. In the end, customers that participate in consumer services are the ones that dictate the severity of the measures....
The purpose of this thesis was to explore how to influence safe behaviour among customers participating consumer services in a way that it would decrease accidents. Aim was to aid the commissioner of the thesis Safety and Chemicals Agency (Tukes) in its surveillance and assist service providers when they plan and implement means to inform customers about the hazards related to the service. Guidelines were drafted in the thesis to improve the safety behaviour of the customers. Customer behaviour was observed in a sporty and high-risk consumer service as a part of the research project. Customer insight was deepened by drafting a customer journey map with four customers participating in a high-risk experience service. Guidelines were formed from the fundamental parts of the thesis and they are based on the literature, observation study and the customer journey map. Guidelines include four core principles that can be applied to improve the safety of consumer service. Decision making, risk behaviour, relevance of risk communication and challenges related to warnings are introduced in the knowledge base of the thesis. Risk communication is important when trying to influence risky behaviour and increase risk awareness. Warnings and instructions are means to steer customers in a safer direction. There are a variety of ways to do this and the law nor the guidelines given by the authority doesn’t state which way is appropriate in different situations. Warnings are challenging because people interpret risk messages in individual ways. Warnings might be left totally unnoticed or they don’t influence behaviour accordingly. Besides risk communication, service should be designed so that behaving safely is as easy as possible. Occasionally customers need a little nudge to steer them in right direction, towards safer options. Sometimes nudging is not enough and there is a need for a bit of a shove to generate adequate response. It is essential that means to guide customers are based on customer insight and that the measures take different user groups into consideration. In the end, customers that participate in consumer services are the ones that dictate the severity of the measures....
