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Kokouspalveluiden kehittäminen sisältömarkkinoinnin näkökulmasta: Case Fazer Kokoukset ja Juhlat
(Laurea-ammattikorkeakoulu, 2016)
asiakkaat haluaisivat vastaanottaa. Opinnäytetyö toteutettiin koska toimeksiantajalla oli tarve saada uusia ideoita kokouspalveluidensa sisältömarkkinointiin.
Opinnäytetyön tietoperusta koostuu markkinoinnista ja sen kehittymisestä. Lisäksi teoreettisessa...
The purpose of this functional thesis was to develop content marketing of Fazer’s Meetings and Events services to be more suitable to the customers’ needs. The objective was to investigate what content marketing the customers of Fazer’s Meetings and Events service would like to receive. This thesis was commissioned because there was a need to develop new ideas for the content marketing of the meeting services. The theoretical section of thesis consists of marketing and developing it. The theoretical section also analyses customer marketing, content marketing and its information channels. This section contains theory on meeting and congress services, how to organize meeting, marketing and conference services in Finland. The material of this thesis was collected with different methods. The methods chosen were benchmarking, theme interviews and survey. Benchmarking was completed in the Congress Fair and the purpose of this was to survey the selection of meeting services in Finland. Theme interviews were completed with company representatives, who use meeting services frequently. The point of the interviews was to examine what are the things that customers appreciate in meeting services. The survey was completed by the commissioner’s customers. The purpose of the survey was to scrutinize what content marketing customers like to receive and read. The results of the theme interviews and the survey were development ideas for meeting services and what content marketing customers would be interested in. The ideation methods of this thesis were the 8x8-method and SWOT-analysis for processing the ideas. The final results of thesis were ideas for content marketing of the commissioner’s meeting services. Development objects were also addressed to the commissioner’s usual meeting service selection. Results were given to the commissioner electronically. On the basis of the final results the commissioner can develop the content marketing of the meeting services to correspond to the customers’ needs....
The purpose of this functional thesis was to develop content marketing of Fazer’s Meetings and Events services to be more suitable to the customers’ needs. The objective was to investigate what content marketing the customers of Fazer’s Meetings and Events service would like to receive. This thesis was commissioned because there was a need to develop new ideas for the content marketing of the meeting services. The theoretical section of thesis consists of marketing and developing it. The theoretical section also analyses customer marketing, content marketing and its information channels. This section contains theory on meeting and congress services, how to organize meeting, marketing and conference services in Finland. The material of this thesis was collected with different methods. The methods chosen were benchmarking, theme interviews and survey. Benchmarking was completed in the Congress Fair and the purpose of this was to survey the selection of meeting services in Finland. Theme interviews were completed with company representatives, who use meeting services frequently. The point of the interviews was to examine what are the things that customers appreciate in meeting services. The survey was completed by the commissioner’s customers. The purpose of the survey was to scrutinize what content marketing customers like to receive and read. The results of the theme interviews and the survey were development ideas for meeting services and what content marketing customers would be interested in. The ideation methods of this thesis were the 8x8-method and SWOT-analysis for processing the ideas. The final results of thesis were ideas for content marketing of the commissioner’s meeting services. Development objects were also addressed to the commissioner’s usual meeting service selection. Results were given to the commissioner electronically. On the basis of the final results the commissioner can develop the content marketing of the meeting services to correspond to the customers’ needs....
Yritys X:n markkinoinnin kehittäminen sosiaalisessa mediassa
(Laurea-ammattikorkeakoulu, 2016)
. Benchmarkingin avulla laadittiin vertailuanalyysi kilpailijoiden sosiaalisen median kanaviin tutustumalla.
Opinnäytetyö osoitti, että sosiaalisessa mediassa tapahtuvan markkinoinnin tärkeimpiä tekijöitä on aktiivisuus, sosiaalisuus ja sisällön laatu. Kuluttajat...
The purpose of this thesis is to develop social media marketing of Company X. The development of marketing was considered the best solution to create development propositions for the use of social media. The objective of the thesis is to support the commissioner’s customer service and find a solution of how to improve Facebook marketing. The theoretical framework of the thesis discusses social media, marketing in social media and marketing communications. The framework is needed in order to understand social media’s functions, for example, how the company's functions can be measured in social media. Three methods were used for analyzing company’s current social media marketing performance. The used methods were interviews, a SWOT analysis and benchmarking. The interviews were carried in order to study consumers' behavior in social media, and what they are looking for. The SWOT analysis was created in order to obtain a current state analysis of the commissioner company’s social media usage. Benchmarking was used for comparative analysis of creation about the competitors’ social media channels. The research shows that the most important aspects of social media marketing are activity, sociality and content. Consumers are using social media services diversely, but clearly the most important services are Facebook and Instagram. The research results demonstrate that the consumers want to follow content they benefit from. The advantage of social media marketing is interaction. Communication between consumers and businesses is now easier than before due to social media. The company needs to develop the interaction in social media marketing. The company is aware of the importance of social media marketing. The content in social media should be integrated across platforms (Facebook and Instagram), scheduled and more strategic. In addition, integration across platforms means that the image of the whole brand is more complete and more uniform. Proposals have not been introduced to the company yet, so the desired results cannot be seen....
The purpose of this thesis is to develop social media marketing of Company X. The development of marketing was considered the best solution to create development propositions for the use of social media. The objective of the thesis is to support the commissioner’s customer service and find a solution of how to improve Facebook marketing. The theoretical framework of the thesis discusses social media, marketing in social media and marketing communications. The framework is needed in order to understand social media’s functions, for example, how the company's functions can be measured in social media. Three methods were used for analyzing company’s current social media marketing performance. The used methods were interviews, a SWOT analysis and benchmarking. The interviews were carried in order to study consumers' behavior in social media, and what they are looking for. The SWOT analysis was created in order to obtain a current state analysis of the commissioner company’s social media usage. Benchmarking was used for comparative analysis of creation about the competitors’ social media channels. The research shows that the most important aspects of social media marketing are activity, sociality and content. Consumers are using social media services diversely, but clearly the most important services are Facebook and Instagram. The research results demonstrate that the consumers want to follow content they benefit from. The advantage of social media marketing is interaction. Communication between consumers and businesses is now easier than before due to social media. The company needs to develop the interaction in social media marketing. The company is aware of the importance of social media marketing. The content in social media should be integrated across platforms (Facebook and Instagram), scheduled and more strategic. In addition, integration across platforms means that the image of the whole brand is more complete and more uniform. Proposals have not been introduced to the company yet, so the desired results cannot be seen....
Tapahtumakonseptin kehittäminen palvelumuotoilun keinoin : Case #LAUREAFLASH
(Laurea-ammattikorkeakoulu, 2016)
elokuussa 2015 toteutettu tapahtuma voidaan toteuttaa tulevaisuudessa uudelleen tarkoituksenmukaisesti ja asiakaslähtöisesti. #LAUREAFLASH- opiskelijatapahtuma oli uusille opiskelijoille järjestetty tapahtuma, jonka tarkoitus oli yhteisellä toiminnalla...
Potilasruokailussa syntyvän tilaushävikin pienentäminen HUS:ssa
(Laurea-ammattikorkeakoulu, 2016)
Ruokahävikin muodostuminen on haaste ammattikeittiöille ja sen määrää on mahdotonta hallita ilman huolellista suunnittelua ja seurantaa. Ateriapalveluissa hävikkiä syntyy useassa eri tuotannon vaiheessa ja pois heitetyllä ruoalla on aina hintansa...
The formation of food wastage is a challenge for the professional kitchens. The amount of it is impossible to manage without careful planning and monitoring. In catering services waste is generated in several different production stages, and food which is thrown away, always has a price. Production of food has a significant impact on the environment and therefore kitchens can make decisions and choices that have a positive impact to the environment. The purpose of this functional thesis was to investigate the amount of subscription loss of patient meals in three Ravioli’s service units, which are owned by HUS. This project has charted what factors affect the formation of subscription loss and where in the various stages of the process it is created and how it could be reduced. The objective of the project was to develop a method of operation, which can be modeled for the use of all Ravioli’s units. The model should be easy to use, versatile and also informative. The objective was also to demonstrate the real amount of subscription loss for the hospital department’s staff. The project proceeded according to the Finnish Balanced Scorecard (BSC) project model, which was developed by Jouko Toivanen in 2001. The essential aspects of the project relate to the Kaplan and Norton's balanced scorecard form. The material in this thesis is based on two different stages of measurements for the food loss in Lohja, Porvoo and Kätilöopisto hospitals during May-December 2015. As a result of the process, the commissioner receives updated information on the amount of subscription loss and also what kind of financial implications it may cause, as well as the development ideas for new ways to change or react in the practical work environment....
The formation of food wastage is a challenge for the professional kitchens. The amount of it is impossible to manage without careful planning and monitoring. In catering services waste is generated in several different production stages, and food which is thrown away, always has a price. Production of food has a significant impact on the environment and therefore kitchens can make decisions and choices that have a positive impact to the environment. The purpose of this functional thesis was to investigate the amount of subscription loss of patient meals in three Ravioli’s service units, which are owned by HUS. This project has charted what factors affect the formation of subscription loss and where in the various stages of the process it is created and how it could be reduced. The objective of the project was to develop a method of operation, which can be modeled for the use of all Ravioli’s units. The model should be easy to use, versatile and also informative. The objective was also to demonstrate the real amount of subscription loss for the hospital department’s staff. The project proceeded according to the Finnish Balanced Scorecard (BSC) project model, which was developed by Jouko Toivanen in 2001. The essential aspects of the project relate to the Kaplan and Norton's balanced scorecard form. The material in this thesis is based on two different stages of measurements for the food loss in Lohja, Porvoo and Kätilöopisto hospitals during May-December 2015. As a result of the process, the commissioner receives updated information on the amount of subscription loss and also what kind of financial implications it may cause, as well as the development ideas for new ways to change or react in the practical work environment....
Koulutussuunnitelma asiakaskokemuksen kehittämiseksi - Case Hemtex
(Laurea-ammattikorkeakoulu, 2016)
. Hemtex on järjestänyt ennenkin asiakaspalvelukoulutuksia ja muutenkin kouluttaa työntekijöitään säännöllisesti, mutta nyt haluttiin tuoda koulutukseen uusi näkökulma lähestymällä sitä asiakaskokemuksen näkökulmasta. Tämä opinnäytetyö keskittyy Suomen...
Asiakaspalveluprosessin kehittäminen palvelumuotoilun avulla - Case Vex Solutions Oy
(Laurea-ammattikorkeakoulu, 2016)
Tämä toiminnallinen opinnäytetyö kuvaa talotekniikan alan startup- yrityksen, Vex Solutions Oy:n asiakkaan palveluprosessin käyttäjälähtöistä kehittämistä palvelumuotoilun menetelmin. Työn tarkoituksena on ollut tuottaa asiakaslähtöisempi...
This functional thesis illustrates a user-centred development of a real estate technology industry company Vex Solution Ltd.’s customer service process with service design methods. Vex Solution is a start-up company. The purpose of this thesis was to conduct a more customer-oriented customer journey for the company’s clientele to improve the quality of the customer service process. The objective was to create development ideas for the improvement of Vex Solution’s customer service process, i.e. marketing and sales. The development ideas were visualized to help the company improve their customer service in the future. The development work in this thesis focused on discovering the current state of the organization’s customer journey and increasing customer understanding in order to discover the topics that need to be improved. The purpose of the development process was to gain a clear understanding of the needs and courses of action of the current customers and customer target groups.as well as well how well the company’s customer service answers their needs. Based on the findings the company’s customer journey, including the development ideas, was created. It gives the guidelines for the company’s future development of customer service. The theoretical framework of this thesis is based on the different components of service. The topics discussed are what service is, which the elements of the customer journey are, which different components affect the overall quality of service and who defines the quality. Service design is about engaging the customer as an active part of the company’s service development. Therefore, in the theoretical section, the concept of customer understanding, the factors that guide the buyer’s behaviour and the customer’s role in service development are viewed closely. The developing process was conducted by following the phases and methods used in service design. The development work was implemented through the first five phases; understanding, thinking, generating, filtering and explaining. The development process began with discovering the company’s current customer journey by using interviews, net-scouting, shadowing and arranging a work shop with company’s employees. Generating, filtering and explaining phases contained a creation of the company’s most common customer personas. The overall results of this thesis’, the customer journey map with the development ideas, were presented by using a Service Blueprint. The development ideas were minor changes in order to improve the customer service process. The ideas concerned time management, understanding consumer’s needs, systematic collection of customer feedback, clearer product descriptions and customer education about the order procedures. The overall understanding of the industry and its operators brought some challenges in the start of this development process. The participation of employees of Vex Solution and its interest group was essential for gaining a clear understanding. Therefore, the created ideas for the development in this work were as realistic and substantial as possible. When these ideas are executed, the quality of the customer journey will improve....
This functional thesis illustrates a user-centred development of a real estate technology industry company Vex Solution Ltd.’s customer service process with service design methods. Vex Solution is a start-up company. The purpose of this thesis was to conduct a more customer-oriented customer journey for the company’s clientele to improve the quality of the customer service process. The objective was to create development ideas for the improvement of Vex Solution’s customer service process, i.e. marketing and sales. The development ideas were visualized to help the company improve their customer service in the future. The development work in this thesis focused on discovering the current state of the organization’s customer journey and increasing customer understanding in order to discover the topics that need to be improved. The purpose of the development process was to gain a clear understanding of the needs and courses of action of the current customers and customer target groups.as well as well how well the company’s customer service answers their needs. Based on the findings the company’s customer journey, including the development ideas, was created. It gives the guidelines for the company’s future development of customer service. The theoretical framework of this thesis is based on the different components of service. The topics discussed are what service is, which the elements of the customer journey are, which different components affect the overall quality of service and who defines the quality. Service design is about engaging the customer as an active part of the company’s service development. Therefore, in the theoretical section, the concept of customer understanding, the factors that guide the buyer’s behaviour and the customer’s role in service development are viewed closely. The developing process was conducted by following the phases and methods used in service design. The development work was implemented through the first five phases; understanding, thinking, generating, filtering and explaining. The development process began with discovering the company’s current customer journey by using interviews, net-scouting, shadowing and arranging a work shop with company’s employees. Generating, filtering and explaining phases contained a creation of the company’s most common customer personas. The overall results of this thesis’, the customer journey map with the development ideas, were presented by using a Service Blueprint. The development ideas were minor changes in order to improve the customer service process. The ideas concerned time management, understanding consumer’s needs, systematic collection of customer feedback, clearer product descriptions and customer education about the order procedures. The overall understanding of the industry and its operators brought some challenges in the start of this development process. The participation of employees of Vex Solution and its interest group was essential for gaining a clear understanding. Therefore, the created ideas for the development in this work were as realistic and substantial as possible. When these ideas are executed, the quality of the customer journey will improve....
Kohti Turvallista Johtamista
(Laurea-ammattikorkeakoulu, 2016)
liittyen. Tulosten perusteella ravintolan henkilökunnalle järjestettiin ensiapukoulutus ja palokoulutus. Lopuksi prosessi nivottiin yhdeksi kokonaisuudeksi. Valmis opinnäytetyö kehitysehdotuksineen luovutettiin ravintola S:n omistajille.
Opinnäytetyön...
The purpose of this functional thesis was to develop a uniform practice to increase safety and clarify the roles of supervisors of occupational safety and health for Restaurant S. In the restaurant industry, certain security risks are present in everyday activities, such as fire, accidents, robbery and threats caused by customers. By creating a new practice, the staff will have the specific capacity to act in these situations. The objective of this thesis is to develop Restaurant S's working practices, generate work instructions for safety management and raise awareness of the potential safety risks of restaurant work. The developed ideas are intended to provide illustrative tools for use in the future. The research framework covers development of occupational safety. Restaurant industry is described for the most common security risks, occupational safety and health and well-being areas. In safety management, emphasis is on the role of the senior management as being responsible for the safety and security. The management is responsible for the operation of its business, security objectives, providing resources for achieving them and monitoring their implementation. The management also has an important role in enhancing security and can promote safer working practices and a positive change in the company's security-related activities. A preliminary survey was answered by the staff in order to obtain information of the current situation and the needs of the staff in regard to safety at work. Based on the results, first aid training and fire training for the staff were organized. Finally, the process was harmonized into a single entity. This thesis introduces development suggestions that were given to Restaurant S owners. The thesis resulted in a new method of operation, which can improve workplace safety. The work highlights the importance of safety and how the management's example lead to working safely. Occupational safety and health are parts of work, working methods and the work environment. The conditions for good work performances and results will be created when the elements of safety and health are in order. A qualified safety plan can support staff satisfaction, work flow and solidarity at work. This thesis succeeded in its aim to produce a new operating method for safety at the commissioner company. According to the commissioner, fire and emergency first-aid training will be organized annually. Employees were also pleased with the conducted training....
The purpose of this functional thesis was to develop a uniform practice to increase safety and clarify the roles of supervisors of occupational safety and health for Restaurant S. In the restaurant industry, certain security risks are present in everyday activities, such as fire, accidents, robbery and threats caused by customers. By creating a new practice, the staff will have the specific capacity to act in these situations. The objective of this thesis is to develop Restaurant S's working practices, generate work instructions for safety management and raise awareness of the potential safety risks of restaurant work. The developed ideas are intended to provide illustrative tools for use in the future. The research framework covers development of occupational safety. Restaurant industry is described for the most common security risks, occupational safety and health and well-being areas. In safety management, emphasis is on the role of the senior management as being responsible for the safety and security. The management is responsible for the operation of its business, security objectives, providing resources for achieving them and monitoring their implementation. The management also has an important role in enhancing security and can promote safer working practices and a positive change in the company's security-related activities. A preliminary survey was answered by the staff in order to obtain information of the current situation and the needs of the staff in regard to safety at work. Based on the results, first aid training and fire training for the staff were organized. Finally, the process was harmonized into a single entity. This thesis introduces development suggestions that were given to Restaurant S owners. The thesis resulted in a new method of operation, which can improve workplace safety. The work highlights the importance of safety and how the management's example lead to working safely. Occupational safety and health are parts of work, working methods and the work environment. The conditions for good work performances and results will be created when the elements of safety and health are in order. A qualified safety plan can support staff satisfaction, work flow and solidarity at work. This thesis succeeded in its aim to produce a new operating method for safety at the commissioner company. According to the commissioner, fire and emergency first-aid training will be organized annually. Employees were also pleased with the conducted training....
Poikkitieteellisen Pursiseura ry:n sponsorihaun mallinnus
(Laurea-ammattikorkeakoulu, 2016)
Opinnäytetyön tavoitteena oli mallintaa Poikkitieteellisen Pursiseura ry:n sponsorihaku prosessimallinnuksen keinoin. Mallinnuksen tarkoituksena oli kehittää visuaalinen, kompakti ja selkeä ohje Poikkitieteelliselle Pursiseura ry...
The objective of this thesis was to model Poikkitieteellinen Pursiseura ry’s sponsorship seeking process by using process modeling. The modeling’s purpose was to create visual, compact and clear instructions to intensify the sponsorship seeking process of the organization, Poikkitieteellinen Pursiseura ry. The sponsorship seeking process model is specially aimed at the person responsible for the sponsorships as well as to facilitate the induction of the new sponsor team members. The thesis was commissioned by Poikkitieteellinen Pursiseura ry. The theoretical section explores the most essential themes of Poikkitieteellinen Pursiseura ry’s sponsorship seeking process and process modeling. This thesis examines sponsorship theory. The theory on sponsorships was examined from the company’s perspective as well as from the sponsor seeker’s point of view. Process modeling theory was to examine the perspective of process thinking, recovery of process modeling, process symbols and process modeling. The research methods used in this thesis included theme interview, net scouting, benchmarking and Business Model Canvas. The theme interview was carried out with Poikkitieteellinen Pursiseura ry’s board member, who operates as the organization’s vice president, responsible for marketing and sponsorships. Net scouting was used for searching information on the Internet and benchmarking was exploited for surveying other companies’ similar sponsors. The Business Model Canvas was utilized to illustrate the organization’s business model. Poikkitieteellinen Pursiseura ry’s sponsorship seeking process was divided into four sections: planning, sales, facilitating and earning according to Alaja’s (2001) sponsorship seeking model. The model has not been used as such, but it has been modified to fit Poikkitieteellinen Pursiseura ry’s sponsorship seeking purposes. Grey’s and Skildum-Reid’s (2003; 2008) sponsorship seeking models were also applied. The Lucidchart tool was used to create individual process models of each section. The final process models with guidelines have been analyzed and evaluated by a SWOT analysis with Poikkitieteellinen Pursiseura ry’s board member. The SWOT analysis was exploited to evaluate strengths, opportunities, weaknesses and threats of the final process models....
The objective of this thesis was to model Poikkitieteellinen Pursiseura ry’s sponsorship seeking process by using process modeling. The modeling’s purpose was to create visual, compact and clear instructions to intensify the sponsorship seeking process of the organization, Poikkitieteellinen Pursiseura ry. The sponsorship seeking process model is specially aimed at the person responsible for the sponsorships as well as to facilitate the induction of the new sponsor team members. The thesis was commissioned by Poikkitieteellinen Pursiseura ry. The theoretical section explores the most essential themes of Poikkitieteellinen Pursiseura ry’s sponsorship seeking process and process modeling. This thesis examines sponsorship theory. The theory on sponsorships was examined from the company’s perspective as well as from the sponsor seeker’s point of view. Process modeling theory was to examine the perspective of process thinking, recovery of process modeling, process symbols and process modeling. The research methods used in this thesis included theme interview, net scouting, benchmarking and Business Model Canvas. The theme interview was carried out with Poikkitieteellinen Pursiseura ry’s board member, who operates as the organization’s vice president, responsible for marketing and sponsorships. Net scouting was used for searching information on the Internet and benchmarking was exploited for surveying other companies’ similar sponsors. The Business Model Canvas was utilized to illustrate the organization’s business model. Poikkitieteellinen Pursiseura ry’s sponsorship seeking process was divided into four sections: planning, sales, facilitating and earning according to Alaja’s (2001) sponsorship seeking model. The model has not been used as such, but it has been modified to fit Poikkitieteellinen Pursiseura ry’s sponsorship seeking purposes. Grey’s and Skildum-Reid’s (2003; 2008) sponsorship seeking models were also applied. The Lucidchart tool was used to create individual process models of each section. The final process models with guidelines have been analyzed and evaluated by a SWOT analysis with Poikkitieteellinen Pursiseura ry’s board member. The SWOT analysis was exploited to evaluate strengths, opportunities, weaknesses and threats of the final process models....
Asiakaspalvelu muuttaa sosiaaliseen mediaan
(Laurea-ammattikorkeakoulu, 2016)
sosiaalisen median asiakaspalvelun hyödyistä sekä antaa kehitysehdotuksia sosiaalisessa mediassa toimiville henkilöille. Tutkimuksen avulla yritykset pystyvät hyödyntämään sosiaalista mediaa tehokkaammin asiakaspalvelussaan. Opinnäytetyö on tehty osana Laurea...
The subject of this thesis is the movement of customer service to social media. The research examines which social media channels consumers prefer and the reasons why these channels are chosen. The purpose of this work is to create awareness about the benefits of customer service on social media and to give development ideas to people operating in social media. Using this study organizations can make better use of social media in their customer service. This thesis is a part of the Consumer Behavior in Digital Environment project that is carried out in cooperation between Laurea University of Applied Sciences and Kurio Oy. The task of this thesis is to study how Finnish consumers behave in social media, focusing particularly on communication with organizations. The main purpose of this research is to find out what channels customers use when communicating with organizations. In addition the research clarifies, the extent to which consumers think that using social media as a customer service channel is important, the kinds of services people look for in social media, the social media channels customers use in different situations, and the question of whether or not using social media for customer service brings added value to organizations. The theoretical framework focuses on social media and customer service. This section reviews some social media channels and basic principles of customer experience. The research was done using qualitative study and the data collection methods were theme interview and observation. The collected data was analyzed with the help of SWOT four-field and personas. By using qualitative study methods the subject of this work was thoroughly and reliably studied. The research discovered that the most popular social media channels for communicating with organizations are Facebook and Twitter, at least for now. Especially younger consumers think that in the future there will be more customer service in Instagram and Snapchat. Many consumers still prefer traditional communication methods, such as phone and email, instead of social media. However, the easiest channel, regardless of the situation, is via online contacting forms, as by using these the message goes to the right department. The advantage of internet pages and social media is the speed and the convenience for the user: there is no need to wait on the phone for long periods listening to elevator music, or to guess which of the multiple email addresses and phone numbers is correct. The ultimate subject of the research, the interaction between consumers and organizations on social media, is very extensive, while the scope of this thesis was necessarily limited. There could be more detailed research conducted on the subject in the future, perhaps focusing on different aspects of customer service: problematic situations, questions, complaints and positive feedback. Alternatively, future research could concentrate on social media channels and on the aspects of customer service that can be found on each channel....
The subject of this thesis is the movement of customer service to social media. The research examines which social media channels consumers prefer and the reasons why these channels are chosen. The purpose of this work is to create awareness about the benefits of customer service on social media and to give development ideas to people operating in social media. Using this study organizations can make better use of social media in their customer service. This thesis is a part of the Consumer Behavior in Digital Environment project that is carried out in cooperation between Laurea University of Applied Sciences and Kurio Oy. The task of this thesis is to study how Finnish consumers behave in social media, focusing particularly on communication with organizations. The main purpose of this research is to find out what channels customers use when communicating with organizations. In addition the research clarifies, the extent to which consumers think that using social media as a customer service channel is important, the kinds of services people look for in social media, the social media channels customers use in different situations, and the question of whether or not using social media for customer service brings added value to organizations. The theoretical framework focuses on social media and customer service. This section reviews some social media channels and basic principles of customer experience. The research was done using qualitative study and the data collection methods were theme interview and observation. The collected data was analyzed with the help of SWOT four-field and personas. By using qualitative study methods the subject of this work was thoroughly and reliably studied. The research discovered that the most popular social media channels for communicating with organizations are Facebook and Twitter, at least for now. Especially younger consumers think that in the future there will be more customer service in Instagram and Snapchat. Many consumers still prefer traditional communication methods, such as phone and email, instead of social media. However, the easiest channel, regardless of the situation, is via online contacting forms, as by using these the message goes to the right department. The advantage of internet pages and social media is the speed and the convenience for the user: there is no need to wait on the phone for long periods listening to elevator music, or to guess which of the multiple email addresses and phone numbers is correct. The ultimate subject of the research, the interaction between consumers and organizations on social media, is very extensive, while the scope of this thesis was necessarily limited. There could be more detailed research conducted on the subject in the future, perhaps focusing on different aspects of customer service: problematic situations, questions, complaints and positive feedback. Alternatively, future research could concentrate on social media channels and on the aspects of customer service that can be found on each channel....
Sisäisen viestinnän nykytilan selvittäminen pikaruoka-alan franchise-yrityksessä
(Laurea-ammattikorkeakoulu, 2016)
Opinnäytetyön tavoitteena oli selvittää kolmen franchise-pohjaisen McDonald’s ravintolan sisäisen viestinnän nykytilaa ja pohtia, miten viestintää voisi kehittää. Kaikki kommunikaatio työyhteisön sisällä on sisäistä viestintää, joten sen toimivuus...
The objective of this thesis was to examine internal communication of three franchise McDonald’s restaurants, owned by the same company. The second objective was to study what could be developed. All the communication within a work community...
The objective of this thesis was to examine internal communication of three franchise McDonald’s restaurants, owned by the same company. The second objective was to study what could be developed. All the communication within a work community...









