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Perehdyttäminen osana asiakaspalvelun laadun kehittämistä : case: Vihti Bowling
(Laurea-ammattikorkeakoulu, 2017)
Tämän toiminnallisen opinnäytetyön tarkoituksena oli luoda perehdytysopas Vihti Bowlingille, sillä yrityksellä ei ollut ennestään käytössä kunnollista perehdytysopasta. Tavoitteena oli tehdä käytännöllinen ja toimiva opas, johon on helppo palata...
The purpose of this functional thesis was to create an orientation guide for bowling company Vihti Bowling, because they did not have a proper guide to use before. The goal was to create a practical and functional guide that can be used after an orientation, too. Also, the goal was to develop the company’s customer service and quality of their customer service, because the company has not paid much attention to it. This thesis is divided into two parts, first of which deals with the theoretical framework and the second deals with the functional part. The theoretical framework consisted of orientation, the process of orientation, customer service and quality of the customer service. In functional part, benchmarking was used to support the process of creating a new orientation guide. The idea of benchmarking is to compare and learn from another company. In this thesis, Vihti Bowlings’ orientation guide was compared to Pirkanmaan Osuuskauppa and their orientation guide. Benchmarking proved that a good orientation guide is easy to read and helps a new employee to manage his duties. It also proved that it is important to emphasize a good customer service right from the beginning. As the result of benchmarking and the information that was known by the commissioner, came out the orientation guide and also an idea how to develop the customer service. The development idea which is included in the guide is called “Viikon hyvä teko” and the purpose of it is that at least once in a week an employee tries exceed expectations in a customer service situation and tries to create a positive experience to the customer. The goal is that the employee tries to do little bit more what he would normally do. On the cards that are printed to the employees, the employee writes down what happened in the customer service situation and if the customer gave any feedback. In case the customer gives any development ideas, those should be written down too. All in all the orientation guide came out the way commissioner wished. The guide includes information about customer service and customer service situations, which can be utilized in the process of orientation and also after orientation. The guide includes extra improvement idea that the commissioner can use if he likes. The goal of creating a functional guide was not reached, because the commissioner did not want to make company practices public. That is why the orientation guide was quite theoretical and lightweight. The guide in this thesis is not exactly a real orientation guide, because it does not tell anything about the company’s’ practices. However, there is a good framework in the guide, which can be utilized, filled and updated when necessary by the commissioner....
The purpose of this functional thesis was to create an orientation guide for bowling company Vihti Bowling, because they did not have a proper guide to use before. The goal was to create a practical and functional guide that can be used after an orientation, too. Also, the goal was to develop the company’s customer service and quality of their customer service, because the company has not paid much attention to it. This thesis is divided into two parts, first of which deals with the theoretical framework and the second deals with the functional part. The theoretical framework consisted of orientation, the process of orientation, customer service and quality of the customer service. In functional part, benchmarking was used to support the process of creating a new orientation guide. The idea of benchmarking is to compare and learn from another company. In this thesis, Vihti Bowlings’ orientation guide was compared to Pirkanmaan Osuuskauppa and their orientation guide. Benchmarking proved that a good orientation guide is easy to read and helps a new employee to manage his duties. It also proved that it is important to emphasize a good customer service right from the beginning. As the result of benchmarking and the information that was known by the commissioner, came out the orientation guide and also an idea how to develop the customer service. The development idea which is included in the guide is called “Viikon hyvä teko” and the purpose of it is that at least once in a week an employee tries exceed expectations in a customer service situation and tries to create a positive experience to the customer. The goal is that the employee tries to do little bit more what he would normally do. On the cards that are printed to the employees, the employee writes down what happened in the customer service situation and if the customer gave any feedback. In case the customer gives any development ideas, those should be written down too. All in all the orientation guide came out the way commissioner wished. The guide includes information about customer service and customer service situations, which can be utilized in the process of orientation and also after orientation. The guide includes extra improvement idea that the commissioner can use if he likes. The goal of creating a functional guide was not reached, because the commissioner did not want to make company practices public. That is why the orientation guide was quite theoretical and lightweight. The guide in this thesis is not exactly a real orientation guide, because it does not tell anything about the company’s’ practices. However, there is a good framework in the guide, which can be utilized, filled and updated when necessary by the commissioner....
Arvonluonti palvelumuotoilua hyödyntäen : case: Girls' Night Out Barcelona
(Laurea-ammattikorkeakoulu, 2017)
. Opinnäytetyö toteutettiin yhteistyössä Barcelonassa toimivan tapahtumamarkkinointiin suuntautuvaan Girls’ Night Out start-up:in kanssa. Aloitteleva yritys ei vielä kunnolla tunne asiakkaitaan ja heidän toiveitaan. Ymmärtämällä paremmin kohderyhmäänsä yritys voi...
The aim of the thesis was to gain a customer understanding and to develop the Girls’ Night Out start-up company’s value proposition. The aim was also to find new and innovative ideas for developing company’s services. The thesis was carried out in collaboration with the Girls’ Night Out start-up company, which is focused on providing event marketing in Barcelona. The problem can be seen in that the company is not fully aware of its customers’ needs and wishes. Through a better understanding of the target group, the company can create more customer-oriented services and better distinguished from competitors. The idea for the work started from the need for the company owners to develop their business activities. The author of the thesis is one of the founders of the company. The goal of the business founders is to increase their customer understanding by developing existing services and creating new and innovative ideas. The aim was also to create a credible value proposition, which appears in all the company's business subdivisions. In Barcelona there are a lot of operators focused on event marketing and competition has become more intense. That’s why it is important for the start-up company to find distinct factors and to develop their business activities. The theoretical part of the thesis was drawn from the literature of service design and value proposition. At the beginning, the framework is formed by analyzing the company’s background information, the operating environment and the values and habits of the modern women. Customer orientation is the key factor in service desing and because the thesis is aimed to gain a better customer understanding, it was natural to utilize the knowledge base of service desing and value creation. The current value creation of the companies is often unilateral and inadequate. The value creation is in a new transition and companies should think about their existence from a new perspective that takes into account society, the human being and the global world. The approach of the research in the thesis was a focused interview. The focused interview was chosen as a research method as it gives a deep understanding of the target group. The target group is from 20 to 30-years-old digital native women who have moved to Barcelona to study or to work. The focused interview was used to find out their values, habits and interests. The aim of the research was to answer the questions "What are the values of the company’s target group" and "How can a company create value for its target audience". The results of the focused interview were utilized in the development of Customer Journey, Customer Personas and The Values Proposition Canvas....
The aim of the thesis was to gain a customer understanding and to develop the Girls’ Night Out start-up company’s value proposition. The aim was also to find new and innovative ideas for developing company’s services. The thesis was carried out in collaboration with the Girls’ Night Out start-up company, which is focused on providing event marketing in Barcelona. The problem can be seen in that the company is not fully aware of its customers’ needs and wishes. Through a better understanding of the target group, the company can create more customer-oriented services and better distinguished from competitors. The idea for the work started from the need for the company owners to develop their business activities. The author of the thesis is one of the founders of the company. The goal of the business founders is to increase their customer understanding by developing existing services and creating new and innovative ideas. The aim was also to create a credible value proposition, which appears in all the company's business subdivisions. In Barcelona there are a lot of operators focused on event marketing and competition has become more intense. That’s why it is important for the start-up company to find distinct factors and to develop their business activities. The theoretical part of the thesis was drawn from the literature of service design and value proposition. At the beginning, the framework is formed by analyzing the company’s background information, the operating environment and the values and habits of the modern women. Customer orientation is the key factor in service desing and because the thesis is aimed to gain a better customer understanding, it was natural to utilize the knowledge base of service desing and value creation. The current value creation of the companies is often unilateral and inadequate. The value creation is in a new transition and companies should think about their existence from a new perspective that takes into account society, the human being and the global world. The approach of the research in the thesis was a focused interview. The focused interview was chosen as a research method as it gives a deep understanding of the target group. The target group is from 20 to 30-years-old digital native women who have moved to Barcelona to study or to work. The focused interview was used to find out their values, habits and interests. The aim of the research was to answer the questions "What are the values of the company’s target group" and "How can a company create value for its target audience". The results of the focused interview were utilized in the development of Customer Journey, Customer Personas and The Values Proposition Canvas....
Rekrytointiprosessin kipukohdat työntekijän näkökulmasta : case: Yritys X
(Laurea-ammattikorkeakoulu, 2017)
Tämä opinnäytetyö tehtiin toimeksiantona henkilöstöpalvelualla toimivalle Yritys X:lle ja sen kohteena on eräs yrityksen kampanjarekrytointiprosessi, jossa etsitään asiakasyritykselle uusia työntekijöitä ulkoisen haun avulla ajallisesti rajattuun...
This thesis was commissioned by a private employment company, Company X. The research subject was a short-term and time-limited campaign recruitment process where the company were looking for employees for their client. The aim of this study was to determine how to develop and improve this particular recruitment process. Both the recruiters at Company X and the recruited employees gave insight and input during this study. The theoretical context of this thesis consists of theory concerning staff leasing and recruitment. This study was qualitative and it was carried out in two phases. A workshop with Company X´s recruiters and several interviews with separately selected employees were used as methods. In the workshop, the goal was to identify the breaking points of this recruitment process from the recruiters’ point of view. The interviews were to examine the employees’ opinions. Company X had also conducted a feedback survey on all the recruited employees in this particular campaign and the responses were used as a secondary material in this survey. The secondary material brought added value and reliability to the survey. Based on the results of the workshop, the recruiters mentioned that the employees’ working hours were too limited and the initial job interviews provided too little information. These were named as the key issues of this research. The employees were mainly pleased with the recruitment process in general. Although they highlighted the same challenges as the recruiters, they also wished that the communication had been more efficient. The main development points in the recruitment process are improving the structure of the employment interviews and clarifying the communication between recruiters and employees. The results of this thesis have already been implemented in Company X and the recruitment process has been formulated based on the findings of this study....
This thesis was commissioned by a private employment company, Company X. The research subject was a short-term and time-limited campaign recruitment process where the company were looking for employees for their client. The aim of this study was to determine how to develop and improve this particular recruitment process. Both the recruiters at Company X and the recruited employees gave insight and input during this study. The theoretical context of this thesis consists of theory concerning staff leasing and recruitment. This study was qualitative and it was carried out in two phases. A workshop with Company X´s recruiters and several interviews with separately selected employees were used as methods. In the workshop, the goal was to identify the breaking points of this recruitment process from the recruiters’ point of view. The interviews were to examine the employees’ opinions. Company X had also conducted a feedback survey on all the recruited employees in this particular campaign and the responses were used as a secondary material in this survey. The secondary material brought added value and reliability to the survey. Based on the results of the workshop, the recruiters mentioned that the employees’ working hours were too limited and the initial job interviews provided too little information. These were named as the key issues of this research. The employees were mainly pleased with the recruitment process in general. Although they highlighted the same challenges as the recruiters, they also wished that the communication had been more efficient. The main development points in the recruitment process are improving the structure of the employment interviews and clarifying the communication between recruiters and employees. The results of this thesis have already been implemented in Company X and the recruitment process has been formulated based on the findings of this study....
Projektiopiskelu ammattikorkeakoulussa : Case: Projektijohtamisen SM-kilpailut kurssin kehittäminen Laurea-ammattikorkeakoulussa
(Laurea-ammattikorkeakoulu, 2017)
Tämän opinnäytetyön tarkoituksena oli selvittää mahdollisia kehitystarpeita Laurea-ammattikorkeakoulun Projektijohtamisen SM-kilpailut kurssilla. Opinnäytetyön toimeksiantajana toimi Laurea-ammattikorkeakoulu. Tavoitteena työllä oli löytää kurssin kehittämisen kohteet. Tutkimalla Laurea-ammattikorkeakoulun projektioppimisympäristöä on mahdollisuus saada tietoa projektiopiskelusta ja sen onnistumisen toteutumisesta. Opinnäytetyön tuloksia voidaan hyödyntää Laurea-ammattikorkeakoulun projektijohtamisen opetuksen kehittämisessä tulevaisuudessa.
Opinnäytetyön teoreettinen viitekehys käsittelee projektiopiskelemisen käsitteistöä sekä projektiopiskelemista ammattikorkeakoulussa. Työssä tarkastellaan tarkemmin Laurea-ammattikorkeakoulun opetussuunnitelmaa, Learning by Developing toimintamallia sekä siihen tiiviisti pohjautuvaa Peer to Peer toimintamallia.
Opinnäytetyö on tutkielmapohjainen. Kvantitatiivinen tutkimus toteutettiin keväällä 2017 sähköisellä kyselyllä. Tutkimuksen kohderyhmänä toimi syksyllä 2016 Projektijohtamisen SM-kilpailu kurssin opiskelleet opiskelijat. Tutkimuksessa kerätty aineisto analysoitiin käyttämällä SPSS ohjelmaa sekä Excel taulukko-ohjelmaa. Tulokset esiteltiin opinnäytetyössä pääasiallisesti pylväsdiagrammeina, jotka ovat tuotettuina suoraan- ja ristiintaulukoimalla.
Tutkimuksen tulokset osoittavat useita kehittämisen mahdollisuuksia Projektijohtamisen SM-kilpailut kurssilla. Tulokset antoivat paljon informaatiota mikä toimi kurssin toteutuksessa ja mikä ei toiminut. Tutkimuksen avulla on saatu valmistettua kehitysehdotus kurssin seuraavaa toteutusta varten. Kehitysehdotukselle on mahdollisuuksien mukaan kuitenkin suositeltavaa suorittaa jatkotutkimus. Jatkotutkimus voi esimerkiksi olla kehitysehdotuksen mukaisten muutosten testaaminen seuraavalla opiskelijaryhmällä ja niiden toimivuuden toteaminen....
The purpose of this thesis was to investigate the different possibilities of development for the Project Management course in Laurea University of Applied Sciences. Laurea University of Applied Sciences was also the client for this thesis. The goal...
The purpose of this thesis was to investigate the different possibilities of development for the Project Management course in Laurea University of Applied Sciences. Laurea University of Applied Sciences was also the client for this thesis. The goal...
Ohjeistus Basware InvoiceReady -laskunkäsittelyä varten
(Laurea-ammattikorkeakoulu, 2017)
Tämän toiminnallisen opinnäytetyön tarkoituksena oli luoda toimeksiantajayritykselle ohjeistus.
Ohjeistus toteutettiin uusille työntekijöille ja jo olemassa oleville työntekijöille, jotka
tarvitsivat ohjeistusta laskukiertoa ...
Omaan työhön vaikuttaminen - ajatuksia työntekijöiltä
(Laurea-ammattikorkeakoulu, 2017)
Tämän opinnäytetyön tarkoituksena oli tutkia työn joustavuuden ja työntekijän omien vaikutusmahdollisuuksien merkitystä työhyvinvoinnille. Yhteistyöorganisaationa oli Jerusalemin kansainvälisen kristillisen suurlähetystön Suomen osasto. Työn...
The purpose of this thesis was to research what significance the emplyees´opportunity to affect their work and work flexibility has to the employees’ well-being at work. The thesis was made in collaboration with the International Christian Embassy Jerusalem, Finnish branch. Work flexibility and the opportunity to affect one’s work has usually been researched as a part of surveys on well-being at work. There are less studies that focus merely on this subject. With the research problems it was intended to gather information about how much the employees are allowed to affect their work and what parts of their work they would like to affect more. The purpose was also to research how the work flexibility and the opportunities to affect influence the well-being at work. The study tried to gather information on what fields were important to the employees when it comes to work flexibility. The purpose of this thesis was to develop work flexibility in the work community. Qualitative methods were applied in this thesis. Part of the employees took part in a focus group interview and part of them answered on a form with open ended questions. The questions of the interview and the form were divided into certain themes. The results show that work flexibility had mostly a positive effect on the employees. The opportunities to affect their work brought joy and freedom. The results are equal to the results in earlier studies that show that the control of work and opportunities to affect work increased well-being at the work place. In the study there were four employees. In a small work community the sample was good for a qualitative research. The thoughts of the employees and value that they give on issues are important and those were well shown in the study. In the future similar kind of study can be conducted in a bigger work community. Quantitative studies could also give more information on work flexibility and its effect on work well-being....
The purpose of this thesis was to research what significance the emplyees´opportunity to affect their work and work flexibility has to the employees’ well-being at work. The thesis was made in collaboration with the International Christian Embassy Jerusalem, Finnish branch. Work flexibility and the opportunity to affect one’s work has usually been researched as a part of surveys on well-being at work. There are less studies that focus merely on this subject. With the research problems it was intended to gather information about how much the employees are allowed to affect their work and what parts of their work they would like to affect more. The purpose was also to research how the work flexibility and the opportunities to affect influence the well-being at work. The study tried to gather information on what fields were important to the employees when it comes to work flexibility. The purpose of this thesis was to develop work flexibility in the work community. Qualitative methods were applied in this thesis. Part of the employees took part in a focus group interview and part of them answered on a form with open ended questions. The questions of the interview and the form were divided into certain themes. The results show that work flexibility had mostly a positive effect on the employees. The opportunities to affect their work brought joy and freedom. The results are equal to the results in earlier studies that show that the control of work and opportunities to affect work increased well-being at the work place. In the study there were four employees. In a small work community the sample was good for a qualitative research. The thoughts of the employees and value that they give on issues are important and those were well shown in the study. In the future similar kind of study can be conducted in a bigger work community. Quantitative studies could also give more information on work flexibility and its effect on work well-being....
Asiakasymmärryksen hyödyntäminen palvelun kehittämisessä
(Laurea-ammattikorkeakoulu, 2017)
Opinnäytetyön tavoitteena oli keksiä tapoja kehittää ResQ Club -palvelua hyödyntäen kehitysprosessissa asiakasymmärrystä. Työn toimeksiantaja toimi ResQ Club Oy, jonka ResQ Club -sovellus tarjoaa käyttäjälle mahdollisuuden ...
Asiakaskokemuksen kartoitus teleoperaattoreiden asiointikanavista
(Laurea-ammattikorkeakoulu, 2017)
Tämän tutkielman tarkoituksena oli tutkia monikanavaista asiakaspalvelua ja saada kattavaa tietoa, millaisia kokemuksia Laurea-ammattikorkeakoulun opiskelijoilla oli teleoperaattoreiden eri asiointikanavien käytöstä. Tutkimuksen avulla pyrittiin...
The purpose of this study was to investigate multi-channel customer service and get comprehensive information on what kind of experiences the students of Laurea University of Applied Sciences had on the use of the various service channels of telecom operators. The study also sought to examine what the students were satisfied and dissatisfied with, when they were interacting with the service channels of the telecom operators. This study also investigated whether the students thought it was useful that the telecom service providers offer customer service on multiple different channels. Customer experience is a very broad concept and, therefore, the theoretical part of this thesis dealt with various aspects of the customer experience, such as customer satisfaction, service quality, measuring customer experience and customer experience management. The research data collection was done using the Structured Survey Monkey electronic online form program. The study used quantitative as well as qualitative research methods, since the purpose was to obtain the most comprehensive information and new perspectives related to the multi-channel customer service. Analyzing the study results was done using a content analysis method. The survey was conducted with 411 Laurea students from different study programs in October 2016. According to the results, Laurea students appreciated the fact that operators offer a multi-channel customer service to fulfill different customer needs. But they also felt that some of the channels being offered were unnecessary, because they wanted to have all their affairs handled at once as well as get a comprehensive service in one single service channel. The results of the survey also showed that the students appreciated physical shop services above all else, because they got personal service and felt that things were properly taken care of in store. The students also felt that a visit to the store during a shopping trip was easy and effortless. The study showed that the quality of service varied between the different service channels. Four different development target possibilities were found. Firstly, the study revealed that the respondents were not satisfied, when the quality of customer service varied. Secondly, the queues in the shop and telephone service were considered long. Thirdly, the information was considered difficult to find on the website of the telecom operators. And fourthly, the use of some services was seen as too difficult to use. The study suggests, that the telecom operators should develop the quality of their services, which would increase customer satisfaction....
The purpose of this study was to investigate multi-channel customer service and get comprehensive information on what kind of experiences the students of Laurea University of Applied Sciences had on the use of the various service channels of telecom operators. The study also sought to examine what the students were satisfied and dissatisfied with, when they were interacting with the service channels of the telecom operators. This study also investigated whether the students thought it was useful that the telecom service providers offer customer service on multiple different channels. Customer experience is a very broad concept and, therefore, the theoretical part of this thesis dealt with various aspects of the customer experience, such as customer satisfaction, service quality, measuring customer experience and customer experience management. The research data collection was done using the Structured Survey Monkey electronic online form program. The study used quantitative as well as qualitative research methods, since the purpose was to obtain the most comprehensive information and new perspectives related to the multi-channel customer service. Analyzing the study results was done using a content analysis method. The survey was conducted with 411 Laurea students from different study programs in October 2016. According to the results, Laurea students appreciated the fact that operators offer a multi-channel customer service to fulfill different customer needs. But they also felt that some of the channels being offered were unnecessary, because they wanted to have all their affairs handled at once as well as get a comprehensive service in one single service channel. The results of the survey also showed that the students appreciated physical shop services above all else, because they got personal service and felt that things were properly taken care of in store. The students also felt that a visit to the store during a shopping trip was easy and effortless. The study showed that the quality of service varied between the different service channels. Four different development target possibilities were found. Firstly, the study revealed that the respondents were not satisfied, when the quality of customer service varied. Secondly, the queues in the shop and telephone service were considered long. Thirdly, the information was considered difficult to find on the website of the telecom operators. And fourthly, the use of some services was seen as too difficult to use. The study suggests, that the telecom operators should develop the quality of their services, which would increase customer satisfaction....
Know How - Osaajan Opas : case: Perehdytyskansio Kotkan Garderobi Oy:lle
(Laurea-ammattikorkeakoulu, 2017)
Tämän toiminnallisen opinnäytetyön aiheena oli perehdytyskansion sekä perehdytyksen muistilistan ja aikataulun laatiminen uusille työntekijöille kotkalaiselle vaatetusalan yritykselle Kotkan Garderobi Oy:lle. Opinnäytetyön tavoitteena oli luoda...
The objective of this Bachelor´s was to create induction manual, orientation checklist and orientation scheduling for new employees in a clothing company. This study was commissioned by Kotkan Garderobi PLC. The purpose was to create a induction manual, orientation checklist and orientation scheduling for the company. The theoretical section of the thesis was based on induction related source material. The source materials were mainly used were in electronic format as well as published books and articles. The focus of the theoretical section concentrates is generally on induction, including working instruction and planning the induction as well as working instruction and the induction process. Secondly, the theoretical framework also includes legislation, which is important to be observed for the purpose of orientation. During the planning phase of induction manual, orientation checklist and orientation scheduling discussions with the company Area Manager, Area Visual Merchandiser and two Store Managers were discussed with regard to the issues to be taken into account in the implementation. These are used demonstrated the reliability of the functional part of the thesis. The induction manual, orientation checklist and orientation scheduling was executed for Kotkan Garderobi PLC. This research will be utilized when inducting new employees to the job. The induction manual, orientation checklist and orientation scheduling can be adjusted to changing situations and functions....
The objective of this Bachelor´s was to create induction manual, orientation checklist and orientation scheduling for new employees in a clothing company. This study was commissioned by Kotkan Garderobi PLC. The purpose was to create a induction manual, orientation checklist and orientation scheduling for the company. The theoretical section of the thesis was based on induction related source material. The source materials were mainly used were in electronic format as well as published books and articles. The focus of the theoretical section concentrates is generally on induction, including working instruction and planning the induction as well as working instruction and the induction process. Secondly, the theoretical framework also includes legislation, which is important to be observed for the purpose of orientation. During the planning phase of induction manual, orientation checklist and orientation scheduling discussions with the company Area Manager, Area Visual Merchandiser and two Store Managers were discussed with regard to the issues to be taken into account in the implementation. These are used demonstrated the reliability of the functional part of the thesis. The induction manual, orientation checklist and orientation scheduling was executed for Kotkan Garderobi PLC. This research will be utilized when inducting new employees to the job. The induction manual, orientation checklist and orientation scheduling can be adjusted to changing situations and functions....
Chatbotit asiakaspalvelijoina : kuluttajien suhtautuminen keinoälyn tulemiseen
(Laurea-ammattikorkeakoulu, 2017)
opinnäytteen tavoitteena on selvittää, mihin rooliin kuluttajat mieltävät keinoälyn ja digitaalisen asiakaspalvelun nyt ja tulevaisuudessa. Aihe rajattiin koskemaan suomalaisia kuluttajia ja tekstipohjaisia chatbot-palveluja. Opinnäytetyö on osa...
The purpose of this Bachelor’s thesis is to clarify the consumers' attitude to the artificial intelligence in customer service situations. The objective is to understand how the consumers react to digital customer service and artificial intelligence...
The purpose of this Bachelor’s thesis is to clarify the consumers' attitude to the artificial intelligence in customer service situations. The objective is to understand how the consumers react to digital customer service and artificial intelligence...









