Haku
Viitteet 3851-3860 / 5020
Perehdytysopas myyntiassistentin työtehtäviin
(Laurea-ammattikorkeakoulu, 2013)
Tämän toiminnallisen opinnäytetyön toimeksiantajana toimii ZEP Finland Oy, jolle tehtiin perehdytysopas myyntiassistentintehtäviin. Perehdytysopas palvelee organisaation jo työsuhteessa olevia myyntiassistentteja ja mahdollisesti uusia työntekijöitä...
Orientation guide for the sales assistants works The objective of this thesis was to create an orientation guide for the sales assistants of ZEP Finland Oy. Orientation guide will serve in the organization sales assistants, and possibly new employees. To the end of orientation guide is also added to the orientation checklist so it can be used in orientation situations. Because the organization didn't have the orientation material for sales assistants before the orientation guide was beneficial. This thesis includes a report which describing whole process and the results. The thesis theoretical part of the research is based on the human resources management, knowledge management and basics of orientation. Information of the orientation guide was collected from notes, work experiences and the basis of a survey. I used a qualitative research method, which chose a survey. As a result of research is an orientation guidebook for sales assistants works and checklist for the orientation. The orientation guide includes introduction of the organization and detailed instructions for the sales assistant’s assignments. Guide will be assist in the daily work routine and possibly in orientation situation. The wish was of the orientation guide to be a compact and clear package....
Orientation guide for the sales assistants works The objective of this thesis was to create an orientation guide for the sales assistants of ZEP Finland Oy. Orientation guide will serve in the organization sales assistants, and possibly new employees. To the end of orientation guide is also added to the orientation checklist so it can be used in orientation situations. Because the organization didn't have the orientation material for sales assistants before the orientation guide was beneficial. This thesis includes a report which describing whole process and the results. The thesis theoretical part of the research is based on the human resources management, knowledge management and basics of orientation. Information of the orientation guide was collected from notes, work experiences and the basis of a survey. I used a qualitative research method, which chose a survey. As a result of research is an orientation guidebook for sales assistants works and checklist for the orientation. The orientation guide includes introduction of the organization and detailed instructions for the sales assistant’s assignments. Guide will be assist in the daily work routine and possibly in orientation situation. The wish was of the orientation guide to be a compact and clear package....
Palvelun laadun tutkimus : Case: Alko Oy Kerava
(Laurea-ammattikorkeakoulu, 2013)
Tämän opinnäytetyön tavoitteena on tutkia palvelun laatua ja sitä kautta syntyvää asiakastyytyväisyyttä Keravan Alkon myymälässä. Erään palveluprosessia ja siinä onnistumista mittaavan tutkimuksen perusteella Keravan Alko oli Suomen toiseksi paras...
Survey Of The Service Quality: Case Alko Inc. Kerava This Bachelor’s thesis examines the quality of service and customer satisfaction in Alko Inc. and its store in Kerava. The aim of this study was to get as great results as the store got from another study, examining the succeeding in the whole service process. According to this another study and its results, in 2010 Alko’s store in Kerava was the second best store of the whole company. This was the main reason why this subject was chosen for this thesis. In addition, working for this company for almost seven years increased interests to study customer satisfaction of the store. Customer satisfaction is also an unavoidable requirement for the case company because of its monopoly position in Finnish alcohol retailing market. This study consists of a theory section and an empirical section that deals with the case company. The theory section focuses on defining theories and terms that are essentially related to the chosen subject. The terms, such as service quality, service expectations and quality experiences are being discussed. The service process has a great influence on how customer experiences the quality of service. That is why the service process and its phases are also represented in this thesis. The theory section includes a short company presentation of the case company. In addition the main points of Alko’s history are being presented, so that it would be easier to understand the big changes that Alko’s service culture has experienced. It is both important and interesting to see the differences in the company’s actions and service. In the empirical section, the survey part of this thesis is being described. The survey consisted of 12 questions dealing with the store itself, the service and its product assortment. The responses were collected during working hours on 26th and 28th of February in 2011. The final number of responses was 42. The used method for collecting answers was interviewing and discussing with the customer. That is how it was possible to get also some open comments, opinions and feedback of the themes that were discussed during the conversation. The results of this survey indicate that the service quality and customer satisfaction in this Alko’s store are both on high level. The best arguments were given to the atmosphere in the store, availability of help when needed and the smoothness of service. The active offering of help was one of those questions that were seen both as positive and as negative. That is why it is so important that the salespersons are aiming to recognize the different types of customers and by this evaluate their individual need of help and service. The results also show that customers are reacting strongest in situations when some physical changes are made in the store. In the future in these kinds of situations, it is important to invest in guidance in the store and informing the customers. Also the internal communication among the staff is important because everyone has to have the right knowledge so that everyone is able to give correct information to customers. After all, by this study and its results, the service quality and customer satisfaction in the case company is proved to be on a very high level....
Survey Of The Service Quality: Case Alko Inc. Kerava This Bachelor’s thesis examines the quality of service and customer satisfaction in Alko Inc. and its store in Kerava. The aim of this study was to get as great results as the store got from another study, examining the succeeding in the whole service process. According to this another study and its results, in 2010 Alko’s store in Kerava was the second best store of the whole company. This was the main reason why this subject was chosen for this thesis. In addition, working for this company for almost seven years increased interests to study customer satisfaction of the store. Customer satisfaction is also an unavoidable requirement for the case company because of its monopoly position in Finnish alcohol retailing market. This study consists of a theory section and an empirical section that deals with the case company. The theory section focuses on defining theories and terms that are essentially related to the chosen subject. The terms, such as service quality, service expectations and quality experiences are being discussed. The service process has a great influence on how customer experiences the quality of service. That is why the service process and its phases are also represented in this thesis. The theory section includes a short company presentation of the case company. In addition the main points of Alko’s history are being presented, so that it would be easier to understand the big changes that Alko’s service culture has experienced. It is both important and interesting to see the differences in the company’s actions and service. In the empirical section, the survey part of this thesis is being described. The survey consisted of 12 questions dealing with the store itself, the service and its product assortment. The responses were collected during working hours on 26th and 28th of February in 2011. The final number of responses was 42. The used method for collecting answers was interviewing and discussing with the customer. That is how it was possible to get also some open comments, opinions and feedback of the themes that were discussed during the conversation. The results of this survey indicate that the service quality and customer satisfaction in this Alko’s store are both on high level. The best arguments were given to the atmosphere in the store, availability of help when needed and the smoothness of service. The active offering of help was one of those questions that were seen both as positive and as negative. That is why it is so important that the salespersons are aiming to recognize the different types of customers and by this evaluate their individual need of help and service. The results also show that customers are reacting strongest in situations when some physical changes are made in the store. In the future in these kinds of situations, it is important to invest in guidance in the store and informing the customers. Also the internal communication among the staff is important because everyone has to have the right knowledge so that everyone is able to give correct information to customers. After all, by this study and its results, the service quality and customer satisfaction in the case company is proved to be on a very high level....
Siirtohinnoittelu globaaleissa konserneissa
(Laurea-ammattikorkeakoulu, 2013)
Tässä opinnäytetyössä pyritään ymmärtämään ja selittämään suurten kansainvälisten yritysten siirtohinnoittelua, jota on kuvattu mediassa. Työ pyrkii vastaamaan kysymykseen, vastaako median kuvaus ilmiöstä todellisuutta. ...
Kilpailuedun saavuttaminen sosiaalisen median markkinoinnilla : case: Kauppakeskus Willa
(Laurea-ammattikorkeakoulu, 2013)
Sosiaalinen media on nykyaikaa, ja yritykset siirtyvät yhä enemmän sinne, missä asiakkaat ovat. Kauppakeskus Willa on lähtenyt mukaan sosiaaliseen mediaan, mutta Willalla ei ole suunnitelmaa siitä, missä ja miten täytyy toimia. Opinnäytetyön aiheena oli tehdä sosiaalisen median markkinointisuunnitelma Kauppakeskus Willalle. Tutkimuskysymyksinä oli selvittää, miten sosiaalisen median markkinoinnilla voi saavuttaa kilpailuetua ja miten sosiaalisen median markkinoinnin kohderyhmä tavoitetaan. Ensimmäisenä selvitettiin taustoja ja tutkittiin Kauppakeskus Willan kohderyhmää. Kyselylomakkeen avulla saatiin paljon tietoa siitä, minkälainen sosiaalisen median markkinointisuunnitelman pitäisi olla.
Teoreettinen viitekehys muodostui kohderyhmien määrittelystä ja siitä, mikä on tuleva kohderyhmä sosiaalisen median markkinoinnille ja miten se tavoitetaan sekä yrityskuvasta ja kilpailuedusta. Yrityskuvassa on käsitelty sitä, miten imago vaikuttaa asiakkaisiin. Kilpailuedusta on tutkittu sitä, voiko yritys sosiaalisen median markkinointisuunnitelmalla saavuttaa kilpailuetua, sekä mitä tarvitaan erilaistuakseen muista samankaltaisista yrityksistä. Nämä asiat selvitettiin ensin yrityksen markkinointisuunnitelmasta. Teoriassa on käsitelty kohderyhmien segmentointia, joihin sosiaalisen median markkinointisuunnitelma suunnataan. Työssä tutkittiin kilpailijoiden sosiaalisen median näkyvyyttä sekä haettiin tietoa ja vinkkejä samankaltaisilta yrityksiltä, jotka jo menestyvät sosiaalisessa mediassa.
Opinnäytetyö oli toiminnallinen, jonka tueksi toteutettiin kvantitatiivinen kyselytutkimus, jonka pohjatiedot saatiin teoriaa ja tilastoja tutkimalla. Tutkimustuloksia on analysoitu frekvenssianalyysillä ja ristiintaulukoinnilla, eli vastaukset on kerätty taulukkoon ja niistä on muodostettu prosenttiosuudet. Avointen kysymysten vastaukset on analysoitu induktiivisen päättelyn keinoin.
Tutkimuksen tulosten mukaan Facebook otetaan Kauppakeskus Willan sosiaalisen median markkinointisuunnitelman pääkanavaksi, jonka ympärille koko suunnitelma on rakennettu. Kohderyhmäksi valittiin tutkimusten perusteella noin 20–44-vuotiaat naiset. Toimimalla sosiaalisessa mediassa hyvän suunnitelman mukaisesti, voidaan luoda kilpailuetua ja tavoittaa oikeat kohderyhmät. Toiminta vaatii kuitenkin hyvän suunnitelman ja toteuttaminen sitoutumista sekä asiakkaiden kunnioittamista. Toiminnan on oltava jatkuvaa sekä huomiota herättävää suunnitelman mukaisesti, mutta tavallinen markkinointipuhe ei kannata. Lopputuloksena laadittu suunnitelma on työn liitteenä....
. The topic of this thesis was to do a social media marketing plan for Willa Shopping Center. The research questions were to figure out how Willa will be able to achieve competitive advantage through social media marketing and how to reach their social media...
. The topic of this thesis was to do a social media marketing plan for Willa Shopping Center. The research questions were to figure out how Willa will be able to achieve competitive advantage through social media marketing and how to reach their social media...
Digitaalinen markkinointiviestintä, mahdollisuus vai hidaste - Case:Yritys X
(Laurea-ammattikorkeakoulu, 2013)
, jonka visio on olla maailman johtava valaistuksen asiantuntija. Opinnäytetyö kohdistuu kuitenkin vain Suomessa toimivaan organisaatioon ja itse työ on rajattu koskemaan vain ammattipuolen (tukkurit, suunnittelijat / alan ammattilaiset) tarpeita...
Laurea University of Applied Sciences Abstract Laurea Leppävaara Bachelor’s Programme in Business Management Virtanen, Heidi Digital marketing communication in Company X Year 2013 Pages 65 The purpose of this thesis is to investigate the possible use of digital marketing in company x. The specific objectives are to clarify which digital channels the company should utilize, and to measure what added value, if any, this would bring to the company and its customers. Different methods were used during the project to help the company realize how they can develop their marketing to correspond to the needs of today and of the future. Company x is an international company whose vision is to be the world's leading expert in the field of lighting. However, the focus of this thesis is directed only at the organization which functions in Finland and the scope of the research is limited to the needs of professional customers (wholesale business, designers and the professional field). The thesis consists of three parts: a theoretical section, empirical study and development proposals. In the theoretical section digital marketing communication is examined from different perspectives. The four digital channels of marketing communication that have been most used are investigated in more detail. The theoretical section has also been written from the point of view of the customer leadership but only as it relates to digital marketing communication. In the theoretical section the most central concepts are dealt with in detail, for example social media, search engine marketing (SEM), search engine optimization (SEO) and home pages (Internet). In the study a qualitative research method was used. The research consisted of two parts. The first part was carried out by conducting three interviews with companies which offer digital marketing communication services. Each company interviewed was interested in cooperation with company x. In the second part a questionnaire survey was distributed to professional customers. The purpose of this was to identify the kind of digital marketing communication services the customers would be ready to use and to understand how they view the present situation of the company. Contact information was collected from 12 customers and everyone replied to the questionnaire survey. The research results suggest that there is a strong case for utilizing digital marketing commu-nication. The company must be active in using the channel in question and to develop marketing to correspond to the needs of its customers. Evidence from the research literature, statistical data and customer comments all support the view that digital marketing is important and this is reflected in the development proposals. Improvements must be made in several areas, of which the most important are the company’s home pages. Keywords digital marketing communication, customer leadership, social media...
Laurea University of Applied Sciences Abstract Laurea Leppävaara Bachelor’s Programme in Business Management Virtanen, Heidi Digital marketing communication in Company X Year 2013 Pages 65 The purpose of this thesis is to investigate the possible use of digital marketing in company x. The specific objectives are to clarify which digital channels the company should utilize, and to measure what added value, if any, this would bring to the company and its customers. Different methods were used during the project to help the company realize how they can develop their marketing to correspond to the needs of today and of the future. Company x is an international company whose vision is to be the world's leading expert in the field of lighting. However, the focus of this thesis is directed only at the organization which functions in Finland and the scope of the research is limited to the needs of professional customers (wholesale business, designers and the professional field). The thesis consists of three parts: a theoretical section, empirical study and development proposals. In the theoretical section digital marketing communication is examined from different perspectives. The four digital channels of marketing communication that have been most used are investigated in more detail. The theoretical section has also been written from the point of view of the customer leadership but only as it relates to digital marketing communication. In the theoretical section the most central concepts are dealt with in detail, for example social media, search engine marketing (SEM), search engine optimization (SEO) and home pages (Internet). In the study a qualitative research method was used. The research consisted of two parts. The first part was carried out by conducting three interviews with companies which offer digital marketing communication services. Each company interviewed was interested in cooperation with company x. In the second part a questionnaire survey was distributed to professional customers. The purpose of this was to identify the kind of digital marketing communication services the customers would be ready to use and to understand how they view the present situation of the company. Contact information was collected from 12 customers and everyone replied to the questionnaire survey. The research results suggest that there is a strong case for utilizing digital marketing commu-nication. The company must be active in using the channel in question and to develop marketing to correspond to the needs of its customers. Evidence from the research literature, statistical data and customer comments all support the view that digital marketing is important and this is reflected in the development proposals. Improvements must be made in several areas, of which the most important are the company’s home pages. Keywords digital marketing communication, customer leadership, social media...
Markkinointi sosiaalisessa mediassa
(Laurea-ammattikorkeakoulu, 2013)
Opinnäytetyön tarkoituksena oli tutkia, millaisia keinoja yritysten on mahdollista hyödyntää markkinoidessaan itseään ja tuotteitaan sosiaalisessa mediassa. Samalla kartoitettiin, millaisia mahdollisia riskejä sosiaalinen ...
Organisaation ostokäyttäytyminen ja ostopäätökseen vaikuttavat tekijät - Case Yritys X
(Laurea-ammattikorkeakoulu, 2013)
Asiakkaan ostamisen ja siihen kytkeytyvien tekijöiden ymmärtämistä voidaan pitää markkinoinnin kulmakivenä. Voidaan sanoa, että ”mitä paremmin markkinoija asiakaskunnan ja sen ostokäyttäytymisen tietää ja tuntee, sitä ...
Eettisyyden suhde asiakastyytyväisyyteen ja kanta-asiakkuuteen Case: Boutique Tyynimaria
(Laurea-ammattikorkeakoulu, 2013)
Tämän opinnäytetyön tarkoituksena oli selvittää, lisääkö eettisesti tuotettujen vaatteiden ostaminen asiakastyytyväisyyttä ja kanta-asiakkuuden laatua. Tavoitteena oli tutkia, mitä asiakassuhteelle tapahtuu, kun yrityksen ja asiakkaan arvomaailmat...
The relationship between ethics, customer satisfaction and customer loyalty Case: Boutique Tyynimaria The purpose of this thesis was to find out if ethically made clothes increase customer satisfaction and the quality of customer loyalty. The objective was to study what happens to the customer relationship when the values of a company and a consumer are parallel. The theoretical framework was based on the customer relationship and ethics. The customer relationship was observed from different point of views such as shopping behavior, customer satisfaction and customer loyalty. The theoretical framework presents the responsibility of the companies and the ethical decision making of a consumer. The research strategy of this thesis was a case study. The commissioner of the study was Boutique Tyynimaria, which operates in the city of Lohja. Semi structured questionnaires were used in the research. The questionnaires were based on the theoretical framework. The questionnaires were sent to 75 of the clients of Boutique Tyynimaria. 45 answers were received. After that another questionnaire was created and sent 80 persons who represented the control group. 61 answers were received. The results showed that the customers of Boutique Tyynimaria were very satisfied. The ethical production methods of a company are remarkably important to the customers of Boutique Tyynimaria. The answers of the control group were notably different compared to the answers of the customers of Boutique Tyynimaria. The control group appreciated wide product selection, customer service and the brand more than ethical production methods of a company. In conclusion it can be said that the customers of Boutique Tyynimaria are very conscious con-sumers. The shared values between the company and a customer create a foundation to the customership, customer satisfaction and customer loyalty. Many consumers said that they were not ready to pay for ethical production methods even if they appreciated them. The development proposals were created to the commissioner of the study based on the con-clusions of the research. Boutique Tyynimaria could focus the resources to the improvement of customer register and to the arrangement of customer evenings in the future. Suggested topics for further research include studying what a beginning company needs to take account if it wants to be an ethical company. Another interesting suggestion is to study how financial troubles affect the ethical methods of a company....
The relationship between ethics, customer satisfaction and customer loyalty Case: Boutique Tyynimaria The purpose of this thesis was to find out if ethically made clothes increase customer satisfaction and the quality of customer loyalty. The objective was to study what happens to the customer relationship when the values of a company and a consumer are parallel. The theoretical framework was based on the customer relationship and ethics. The customer relationship was observed from different point of views such as shopping behavior, customer satisfaction and customer loyalty. The theoretical framework presents the responsibility of the companies and the ethical decision making of a consumer. The research strategy of this thesis was a case study. The commissioner of the study was Boutique Tyynimaria, which operates in the city of Lohja. Semi structured questionnaires were used in the research. The questionnaires were based on the theoretical framework. The questionnaires were sent to 75 of the clients of Boutique Tyynimaria. 45 answers were received. After that another questionnaire was created and sent 80 persons who represented the control group. 61 answers were received. The results showed that the customers of Boutique Tyynimaria were very satisfied. The ethical production methods of a company are remarkably important to the customers of Boutique Tyynimaria. The answers of the control group were notably different compared to the answers of the customers of Boutique Tyynimaria. The control group appreciated wide product selection, customer service and the brand more than ethical production methods of a company. In conclusion it can be said that the customers of Boutique Tyynimaria are very conscious con-sumers. The shared values between the company and a customer create a foundation to the customership, customer satisfaction and customer loyalty. Many consumers said that they were not ready to pay for ethical production methods even if they appreciated them. The development proposals were created to the commissioner of the study based on the con-clusions of the research. Boutique Tyynimaria could focus the resources to the improvement of customer register and to the arrangement of customer evenings in the future. Suggested topics for further research include studying what a beginning company needs to take account if it wants to be an ethical company. Another interesting suggestion is to study how financial troubles affect the ethical methods of a company....
Helsingin ja Espoon alueiden taksiasiakkaiden kiinnostus taksien lisäpalveluihin
(Laurea-ammattikorkeakoulu, 2013)
Opinnäytetyön tavoitteena oli selvittää miten toimeksiantaja Paralell Mediat Oy voisi laajentaa liiketoimintaansa takseihin. Tutkimuksessa selvitettiin taksiasiakkaiden kiinnostusta lisäpalveluihin ja samalla haluttiin selvittää taksiasiakkaiden...
Taxi customers’ interest in additional services provided in taxis in the Helsinki and Espoo The objective of this thesis project was to determine how Paralell Mediat Ltd could expand its business into the provision of services in taxis. Research was conducted into the level of interest of taxi customers in additional services that could be provided in taxis, and at the same time the clientele’s background was studied. Helsingin taksiautoilijat and Espoon-Kirkkonummen taksit assisted during the data collection periods; they were also keen to learn about the findings of the study. The theoretical background relied mainly on personal interviews carried out during the research and was supported by literature on services and taxi traffic. Because of the study’s broad scale, the survey method was chosen as the research method. The research was carried out in taxis in the Helsinki and Espoo regions and thus the results of the study are restricted to these areas. During the research 236 taxi customers completed the questionnaire during their taxi ride. The first page of the questionnaire involved questions about the customers’ backgrounds and the second page enquired about the customers’ opinions regarding seven different additional services in taxis. The additional services included information television, wireless Internet connection, interactive navigation service, wireless charging of mobile phones, paying for the ride by mobile phone, a power socket and digital television. The collected data was analyzed and the cross tabulation method was used to analyze possible correlations between the variables. According to the research, taxi customers earn a higher than average income and the majority work in a position that requires special expertise in their company. The majority of the customers live either in single or two-person households. Based on the findings from the research, the only additional service that was really interesting from the customers’ perspective was the wireless charging of mobile phones. The thesis concludes that the only additional service Paralell Mediat Ltd should consider offering to taxis would be the wireless charging of mobile phones. However, since most of the taxi rides in the study were very short, offering additional services in taxis would not provide added value to most customers. Based on all the findings in the study, the recommendation to Paralell Mediat Ltd is not to extend their business by offering additional services in taxis....
Taxi customers’ interest in additional services provided in taxis in the Helsinki and Espoo The objective of this thesis project was to determine how Paralell Mediat Ltd could expand its business into the provision of services in taxis. Research was conducted into the level of interest of taxi customers in additional services that could be provided in taxis, and at the same time the clientele’s background was studied. Helsingin taksiautoilijat and Espoon-Kirkkonummen taksit assisted during the data collection periods; they were also keen to learn about the findings of the study. The theoretical background relied mainly on personal interviews carried out during the research and was supported by literature on services and taxi traffic. Because of the study’s broad scale, the survey method was chosen as the research method. The research was carried out in taxis in the Helsinki and Espoo regions and thus the results of the study are restricted to these areas. During the research 236 taxi customers completed the questionnaire during their taxi ride. The first page of the questionnaire involved questions about the customers’ backgrounds and the second page enquired about the customers’ opinions regarding seven different additional services in taxis. The additional services included information television, wireless Internet connection, interactive navigation service, wireless charging of mobile phones, paying for the ride by mobile phone, a power socket and digital television. The collected data was analyzed and the cross tabulation method was used to analyze possible correlations between the variables. According to the research, taxi customers earn a higher than average income and the majority work in a position that requires special expertise in their company. The majority of the customers live either in single or two-person households. Based on the findings from the research, the only additional service that was really interesting from the customers’ perspective was the wireless charging of mobile phones. The thesis concludes that the only additional service Paralell Mediat Ltd should consider offering to taxis would be the wireless charging of mobile phones. However, since most of the taxi rides in the study were very short, offering additional services in taxis would not provide added value to most customers. Based on all the findings in the study, the recommendation to Paralell Mediat Ltd is not to extend their business by offering additional services in taxis....
Opintosihteeritiimin osaamisen suunnitelmallinen kehittäminen
(Laurea-ammattikorkeakoulu, 2013)
Tämän opinnäytetyön toimeksiantajana on toiminut Omnian ammattiopiston Opiskelijahallinto- ja opintotoimistopalvelut. Idean tähän kehittämistyöhön sain Laurean Osaamisen kehittämisen opintojaksolta. Idean esitin ...









