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Viitteet 421-430 / 1005
Tapahtumakonseptin luominen jalkapallo-ottelun puoliajalle
(Laurea-ammattikorkeakoulu, 2015)
Opinnäytetyössä luodaan palvelumuotoilun avulla valmis tapahtumakonsepti jalkapallo-ottelun puoliajalle. Toimeksiantajana toimii nuori markkinointi- ja tapahtumatoimisto. Opinnäytetyön tarkoituksena on luoda tuotantovalmis tapahtumakonsepti, jonka...
In this thesis an event concept is being created for the halftime of a football game by using service design. The commissioner is a young marketing and event company. The purpose of the thesis is to create a production-ready event concept that would make football games more entertaining and bring more spectators to football games. There is a need to gain more visibility and profit to the commissioner with the help of the concept. The need and opportunity to create a concept has become necessary due to an intense cooperation between the commissioner and a customer. The theoretical section of the thesis introduces conceptualizing services, event conceptualizing, event management and sport and football events. The event concept is created by using service design process phases; understanding, generating and creating. Different and typical service design tools have been used in this project and they have been precisely chosen to reach the final concept. Service design is adapted according to the models established by Tuulaniemi (2011) and Moritz (2005). The development process advances in phases; understanding, generating and creating. In the first phase the background to the project is clarified, the commission and the commissioner are introduced to build a base for the project with the help of different research tools. The tool used in the understanding phase is interview and on the base of the interviews a mind-map is created. In the generating phase concepts are established by using the so-called 8x8 idea creation method based on the information collected in the previous understanding phase. The results are analyzed with a SWOT-analysis. The analysis provides information about the different concept ideas’ strenghts, weaknesses, opportunities and threats. One event concept is selected to the creating phase and a prototype made of it is drawn up. In this thesis the prototype has been implemented in the form of an event concept plan. A production-ready event concept for the halftime of football games was the result of the thesis. The commissioner has evaluated the event concept. The concept answers the commis-sioner’s goals and wishes....
In this thesis an event concept is being created for the halftime of a football game by using service design. The commissioner is a young marketing and event company. The purpose of the thesis is to create a production-ready event concept that would make football games more entertaining and bring more spectators to football games. There is a need to gain more visibility and profit to the commissioner with the help of the concept. The need and opportunity to create a concept has become necessary due to an intense cooperation between the commissioner and a customer. The theoretical section of the thesis introduces conceptualizing services, event conceptualizing, event management and sport and football events. The event concept is created by using service design process phases; understanding, generating and creating. Different and typical service design tools have been used in this project and they have been precisely chosen to reach the final concept. Service design is adapted according to the models established by Tuulaniemi (2011) and Moritz (2005). The development process advances in phases; understanding, generating and creating. In the first phase the background to the project is clarified, the commission and the commissioner are introduced to build a base for the project with the help of different research tools. The tool used in the understanding phase is interview and on the base of the interviews a mind-map is created. In the generating phase concepts are established by using the so-called 8x8 idea creation method based on the information collected in the previous understanding phase. The results are analyzed with a SWOT-analysis. The analysis provides information about the different concept ideas’ strenghts, weaknesses, opportunities and threats. One event concept is selected to the creating phase and a prototype made of it is drawn up. In this thesis the prototype has been implemented in the form of an event concept plan. A production-ready event concept for the halftime of football games was the result of the thesis. The commissioner has evaluated the event concept. The concept answers the commis-sioner’s goals and wishes....
The Log Out Zone –palveluprosessien mallinnus ja kehittäminen
(Laurea-ammattikorkeakoulu, 2015)
Opinnäytetyön tavoitteena oli selvittää Radisson Blu Hotel Espoon kahden osaston palveluprosessien toteutumista, mallintaa palveluprosessit ja tehdä kehitysehdotuksia toiminnan ja työtehon paran-tamiseksi. Hotelli- ja ravintola-alalla ei pysty enää...
In this thesis the main objective was to research the service processes of two departments in Radis-son Blu Hotel Espoo, modelize these service processes and make suggestions for the improvement of actions and work efficiency. In the hospitality industry it is not possible to compete with only high quality physical products, such as a hotel room and bed, but it is extremely important to invest in customers’ experience and exceed their expectations. There is a good chance to affect custom-ers’ experience after assessing the most convenient parts in the processes. Each Radisson Blu Hotel in Finland has its own identity, which is wanted to be shown in everyday routines. A new service concept and identity in Radisson Blu Hotel Espoo is The Log Out Zone. The main purpose of the thesis was to develop actions by improving customers’ experience and integrate a service culture by introducing The Log Out Zone –concept to everyday work. The theoretical framework is divided into two sections. The first section discusses service and it concentrates on the essential parts of the service concept; product, processes and people. The second section focuses on the customer oriented approach and the meaning of the customer expe-rience for the company. This section highlights how experience can be produced for a customer with implementing tangible and intangible factors. Another point discussed is how the customer experience can be managed. In order to create service process models both hidden and committed observations were used in Radisson Blu Hotel Espoo. The processes are modeled with a customer journey map and service blueprint map. Models were established for two departments of the hotel, reception and break-fast. The sticking points of the service and touchpoints that can be affected with The Log Out Zone customer experience were spotted. The main components of The Log Out Zone service culture are distinguished and explained. The last section envisions how customer experience can be improved and how the The Log Out Zone concept can be more visible in order to improve service quality. The development proposals can improve actions in Radisson Blu Hotel Espoo regarding customers’ experience and they also allow to predict actions for different occasions. The proposals can be used in determining The Log Out Zone service culture and in improving customers’ experiences. The created service models can also be used in the future in order to make some innovations when specific touch points need to be altered....
In this thesis the main objective was to research the service processes of two departments in Radis-son Blu Hotel Espoo, modelize these service processes and make suggestions for the improvement of actions and work efficiency. In the hospitality industry it is not possible to compete with only high quality physical products, such as a hotel room and bed, but it is extremely important to invest in customers’ experience and exceed their expectations. There is a good chance to affect custom-ers’ experience after assessing the most convenient parts in the processes. Each Radisson Blu Hotel in Finland has its own identity, which is wanted to be shown in everyday routines. A new service concept and identity in Radisson Blu Hotel Espoo is The Log Out Zone. The main purpose of the thesis was to develop actions by improving customers’ experience and integrate a service culture by introducing The Log Out Zone –concept to everyday work. The theoretical framework is divided into two sections. The first section discusses service and it concentrates on the essential parts of the service concept; product, processes and people. The second section focuses on the customer oriented approach and the meaning of the customer expe-rience for the company. This section highlights how experience can be produced for a customer with implementing tangible and intangible factors. Another point discussed is how the customer experience can be managed. In order to create service process models both hidden and committed observations were used in Radisson Blu Hotel Espoo. The processes are modeled with a customer journey map and service blueprint map. Models were established for two departments of the hotel, reception and break-fast. The sticking points of the service and touchpoints that can be affected with The Log Out Zone customer experience were spotted. The main components of The Log Out Zone service culture are distinguished and explained. The last section envisions how customer experience can be improved and how the The Log Out Zone concept can be more visible in order to improve service quality. The development proposals can improve actions in Radisson Blu Hotel Espoo regarding customers’ experience and they also allow to predict actions for different occasions. The proposals can be used in determining The Log Out Zone service culture and in improving customers’ experiences. The created service models can also be used in the future in order to make some innovations when specific touch points need to be altered....
Liiketoimintasuunnitelman laatimisprosessi: Olutravintola
(Laurea-ammattikorkeakoulu, 2015)
Tämän toiminnallisen opinnäytetyön tarkoituksena on laatia toimiva ja realistinen liiketoimin-tasuunnitelma olutravintolasta, jonka työn tekijä voi tulevaisuudessa perustaa. Tavoitteena on saada aikaan selkeä liiketoimintasuunnitelma, jossa...
The purpose of this operative thesis is to create functional and realistic business plan of a beer restaurant which can be established in the future. The objective is to provide an explicit plan that includes an analysis of all necessary details...
The purpose of this operative thesis is to create functional and realistic business plan of a beer restaurant which can be established in the future. The objective is to provide an explicit plan that includes an analysis of all necessary details...
Kehittämissuunnitelma henkilöstön sitouttamiseksi
(Laurea-ammattikorkeakoulu, 2015)
organisaatioon, jotta vaihtuvuus vähenisi. Henkilöstön sitout-taminen vähentäisi rekrytointiin ja perehdytyksiin käytettäviä resursseja ja vapauttaisi niitä paremman tuloksen saavuttamiseksi. Sitouttamisen myötä toiminta yrityksessä tehostuisi. Työn tavoitteena...
The subject of this thesis was to develop the engagement of the human resources in Company X. The topic of development was restricted to one restaurant of the commissioner organization because engagement is an extensive subject. The purpose...
The subject of this thesis was to develop the engagement of the human resources in Company X. The topic of development was restricted to one restaurant of the commissioner organization because engagement is an extensive subject. The purpose...
Sosiaalisen median käyttöopas Laurea Eventsille markkinoinnin tueksi
(Laurea-ammattikorkeakoulu, 2015)
Sosiaalinen media mielletään helposti ajanvietteeksi ja sen eri kanavat vain viihteellisiksi palveluiksi. Sosiaalisen median käyttö on kuitenkin jo pitkään ollut aktiivista B2C-markkinoinnissa ja on myös kasvavassa määrin alkanut jalkautua B2B...
Even though social media is easily perceived as pure entertainment and its various networking services as mere leisure portals, social media has actively been used by B2C marketers for long and it is becoming increasingly important also for B2B marketers. Social media is a unique and cost-effective way to build brand awareness, increase customer dialogue and promote sales. The study was conducted to support Laurea Events, a learning environment within Laurea University of Applied Sciences, in promoting the external sales of their event planning and management services by developing the online marketing activities. The focus was placed on social media marketing, because social media as a marketing means appealed to the company as new and promising. The objective was to create a Social Media Manual, which the employees of Laurea Events could use when initiating social media marketing activities and which could also be utilized in the orientation process of new employees. The theoretical framework of the research covers event planning and marketing, digital marketing, content strategy and social media. Out of numerous social media networking services Facebook, Instagram, Twitter and Youtube were chosen for closer examination. A structured group interview was conducted to determine the current state of Laurea Events’ social media profile and to understand their aspirations and goals for the future. The main question was how they want to present themselves in social media. The social marketing methods used by three competing event organizers were studied by using benchmarking. In the end, a SWOT-analysis was conducted to evaluate the usability and reliability of the created Social Media Manual. Based on the results of the study, Laurea Events should start marketing its services in social media to increase externals sales and to build the desired image of a professional event organizer. To achieve its objectives the company should produce entertaining content to gather more followers and be actively present and interactively communicate with its customers on the selected channels. However, as the SWOT-analysis points out, digital marketing trends as well as the most popular social media networks change rapidly. Therefore the content of the Social Media Manual has to be updated frequently. Further research in this area could include measuring the impact of the intro-duction of the Social Media Manual in the orientation process and turnover....
Even though social media is easily perceived as pure entertainment and its various networking services as mere leisure portals, social media has actively been used by B2C marketers for long and it is becoming increasingly important also for B2B marketers. Social media is a unique and cost-effective way to build brand awareness, increase customer dialogue and promote sales. The study was conducted to support Laurea Events, a learning environment within Laurea University of Applied Sciences, in promoting the external sales of their event planning and management services by developing the online marketing activities. The focus was placed on social media marketing, because social media as a marketing means appealed to the company as new and promising. The objective was to create a Social Media Manual, which the employees of Laurea Events could use when initiating social media marketing activities and which could also be utilized in the orientation process of new employees. The theoretical framework of the research covers event planning and marketing, digital marketing, content strategy and social media. Out of numerous social media networking services Facebook, Instagram, Twitter and Youtube were chosen for closer examination. A structured group interview was conducted to determine the current state of Laurea Events’ social media profile and to understand their aspirations and goals for the future. The main question was how they want to present themselves in social media. The social marketing methods used by three competing event organizers were studied by using benchmarking. In the end, a SWOT-analysis was conducted to evaluate the usability and reliability of the created Social Media Manual. Based on the results of the study, Laurea Events should start marketing its services in social media to increase externals sales and to build the desired image of a professional event organizer. To achieve its objectives the company should produce entertaining content to gather more followers and be actively present and interactively communicate with its customers on the selected channels. However, as the SWOT-analysis points out, digital marketing trends as well as the most popular social media networks change rapidly. Therefore the content of the Social Media Manual has to be updated frequently. Further research in this area could include measuring the impact of the intro-duction of the Social Media Manual in the orientation process and turnover....
Miten kuluttajat kokevat hotellivaraussivustojen käytön
(Laurea-ammattikorkeakoulu, 2015)
positiivisesti tai negatiivisesti verkko-kauppakokemukseen. Opinnäytetyö toteutetaan osana Laurea ammattikorkeakoulun ja Kurio Oy:n yhteistyössä tekemää Kuluttajakäyttäytymisen digitaalisuus -hanketta.
Teoreettisessa viitekehyksessä käydään ensin läpi...
of hotel booking sites by middle-aged Finnish consumers. This subject has been studied relatively little earlier so an attempt is also made to produce new research information with this thesis. As a result of this study the most appreciated features...
of hotel booking sites by middle-aged Finnish consumers. This subject has been studied relatively little earlier so an attempt is also made to produce new research information with this thesis. As a result of this study the most appreciated features...
Kokkivalmentajien koulutuspäivien kehittäminen - Case Fazer Food Services
(Laurea-ammattikorkeakoulu, 2015)
Opinnäytetyön tavoitteena on kehittää Fazer Food Servicen kokkivalmentajien koulutuspäiviä. Kokkivalmentajien koulutuspäivien kehittäminen on tärkeää, koska henkilöstön osaaminen ravintola-alalla on yksi yritysten kilpailueduista. Henkilöstön osaamista voidaan kehittää koulutuspäivien avulla, mutta yritysten on varmistuttava koulutuspäivien onnistumisesta. Tämän opinnäytetyön tarkoituksena on tuottaa kehittämisehdotukset koulutuspäivien parantamiseksi ja pilotoida kehittämisehdotusten mukaisia koulutuspäiviä. Toimeksiantajana opinnäytetyössä toimii Fazer Food Servicen tuotekehitysyksikkö, joka vastaa kokkivalmentajien koulutuspäivien suunnittelusta ja toteuttamisesta.
Teoreettinen viitekehys jaetaan tässä opinnäytetyössä kolmeen osa-alueeseen; esimiestyöhön, kouluttamiseen, sekä henkilöstön osaamiseen ja sen kehittämiseen. Esimiestyötä käsitellään vastuullisen johtamisen, esimiehen ominaisuuksien ja ravintolaesimiehen näkökulmista. Kouluttamisen osalta perehdytään kouluttajan ammattitaitoon, koulutuksen sisältöön ja kouluttajan esiintymistaitoon. Henkilöstön osaamisen merkitystä pohditaan sen hyödyntämisen, kehittämisen ja erityisesti ravintola-alan osaamisen osalta.
Kokkivalmentajien koulutuspäiviä kehitetään palvelumuotoilun menetelmin. Palvelumuotoilun prosessi jaetaan tässä opinnäytetyössä kolmeen vaiheeseen; ymmärrä, kehitä ja toteuta. Ymmärrä –vaiheessa hankitaan asiakasymmärrystä Fazer Food Servicestä, heidän tuotekehi-tysyksiköstään ja kokkivalmentajien koulutuspäivistä. Käytettyjä menetelmiä ovat haastattelu, havainnointi, palvelupolku, ideariihi ja prosessikuvaus. Kehitä –vaiheessa kokkivalmentajien koulutuspäiviä kehitetään hankitun asiakasymmärryksen perusteella tuotettujen kehittä-misehdotusten avulla. Toteuta –vaiheessa pilotoidaan kehitettyjä koulutuspäiviä, koulutetaan kokkivalmentajia ja arvioidaan koulutuspäiviä palautteen, prosessikuvauksen ja SWOT-analyysin avulla.
Tuotetut kehittämisehdotukset parantavat kokkivalmentajien koulutuspäiviä ja helpottavat niiden järjestämistä tulevaisuudessa. Opinnäytetyön tietoperustan avulla voidaan ymmärtää keskeiset kohdat koulutuspäivien kehittämisessä ja niiden onnistumisessa. Kehittämisehdotuksia voidaan käyttää yhtenä työkaluna, kun halutaan kehittää koulutuspäiviä ja henkilöstön osaamista....
The main objective of this thesis is to develop the chef trainers’ training days at Fazer Food Services. It is important to develop the chef trainers’ training days because in the restaurant industry the staff’s know-how is one of the main...
The main objective of this thesis is to develop the chef trainers’ training days at Fazer Food Services. It is important to develop the chef trainers’ training days because in the restaurant industry the staff’s know-how is one of the main...
Työhyvinvointiopas autoalan konsernin työhyvinvoinnin tukemiseksi
(Laurea-ammattikorkeakoulu, 2015)
. Toimeksiantaja tiedostaa työhyvinvoinnin merkityksen yrityksen toiminnassa ja on varma, että tuleva opas on organisaatiolle hyödyllinen.
Opinnäytetyö on toiminnallinen ja tutkimusmenetelminä käytettiin teemahaastattelua, avointa haastattelua, kyselyä ja...
In this thesis a work well-being guide was produced for a commissioner to improve the organi-zational operations. The status of the commissioner’s work well-being was explored by analyzing personnel surveys, conducting a work well-being survey with the commissioner’s personnel, interviewing and observing. Based on the results a tailored work well-being guide was produced. With the well-being guide the commissioner can increase its expertise on work well-being and its importance and significance in the organization. In addition, the commissioner can possibly also increase the work well-being of the personnel with the guide. The increased work well-being of the personnel has a direct impact on the organizational operations. Work well-being is one of the most important resources an organization has. Work well-being has become one of the top topics in the corporate world. Working will be more efficient when the personnel are doing well. Having said this, more efficient working methods will also result in bet-ter results. Work well-being has an overall impact on the efficiency and profitability of an organization. This thesis was carried out in collaboration with a commissioner in the car trade field. The commissioner is Finland’s leading car trade corporation, whose business consists of importing, retail sales and service operations of passenger cars and commercial vehicles. The commissioner also operates in Sweden and the Baltic Countries. The commissioner is aware of the importance of well-being in the organization and is confident that the work well-being guide is useful to the organization. This thesis is functional. The research methods used in this thesis were theme interviews, open interviews, survey and observations. The participants of the interviews were maintenance managers, the occupational health manager and the development manager. For designing a successful survey, the commissioner provided the authors of this thesis personnel surveys from years 2013 and 2014 for planning purposes. The survey was conducted as a work well-being survey with the personnel of the organization. Observations were made in one of the commissioner’s offices. Finally, a mind map was used in conducting the work well-being guide for achieving a more comprehensive guide. The results of this thesis indicate that the commissioner’s work well-being is in good condition. However, some minor shortcomings were found. Based on the results it is obvious that the commissioner constantly strives for investing more on the work well-being in the organization. The commissioner is certain that the work well-being guide completed is useful. The results also indicate that the personnel of the commissioner organization have very various forms of work and distinct job descriptions. The different forms of work and distinct job descriptions arose during interviews. These factors were also considered in the work well-being guide in order to achieve a more comprehensive guide. Finally, the diversity of the different forms of work is also considered in the work well-being guide. With this the commissioner can secure and maintain the work well-being of the personnel....
In this thesis a work well-being guide was produced for a commissioner to improve the organi-zational operations. The status of the commissioner’s work well-being was explored by analyzing personnel surveys, conducting a work well-being survey with the commissioner’s personnel, interviewing and observing. Based on the results a tailored work well-being guide was produced. With the well-being guide the commissioner can increase its expertise on work well-being and its importance and significance in the organization. In addition, the commissioner can possibly also increase the work well-being of the personnel with the guide. The increased work well-being of the personnel has a direct impact on the organizational operations. Work well-being is one of the most important resources an organization has. Work well-being has become one of the top topics in the corporate world. Working will be more efficient when the personnel are doing well. Having said this, more efficient working methods will also result in bet-ter results. Work well-being has an overall impact on the efficiency and profitability of an organization. This thesis was carried out in collaboration with a commissioner in the car trade field. The commissioner is Finland’s leading car trade corporation, whose business consists of importing, retail sales and service operations of passenger cars and commercial vehicles. The commissioner also operates in Sweden and the Baltic Countries. The commissioner is aware of the importance of well-being in the organization and is confident that the work well-being guide is useful to the organization. This thesis is functional. The research methods used in this thesis were theme interviews, open interviews, survey and observations. The participants of the interviews were maintenance managers, the occupational health manager and the development manager. For designing a successful survey, the commissioner provided the authors of this thesis personnel surveys from years 2013 and 2014 for planning purposes. The survey was conducted as a work well-being survey with the personnel of the organization. Observations were made in one of the commissioner’s offices. Finally, a mind map was used in conducting the work well-being guide for achieving a more comprehensive guide. The results of this thesis indicate that the commissioner’s work well-being is in good condition. However, some minor shortcomings were found. Based on the results it is obvious that the commissioner constantly strives for investing more on the work well-being in the organization. The commissioner is certain that the work well-being guide completed is useful. The results also indicate that the personnel of the commissioner organization have very various forms of work and distinct job descriptions. The different forms of work and distinct job descriptions arose during interviews. These factors were also considered in the work well-being guide in order to achieve a more comprehensive guide. Finally, the diversity of the different forms of work is also considered in the work well-being guide. With this the commissioner can secure and maintain the work well-being of the personnel....
Muutosjohtamisen kehittämissuunnitelma Case: sopimushallinnan arkistoinnin digitalisointi
(Laurea-ammattikorkeakoulu, 2015)
läpiviennin kannalta. Opinnäytetyön tuotos eli kehittämissuunnitelma ja sopimushallinnan arkistoinnin digitalisointimuutoksen muutosjohtamisen työkalu nähtiin toimeksiantajan puolesta hyödyllisenä. Opinnäytetyö sisältää toimeksiantajan mukaan erittäin...
Changes occur constantly in the business world. The commissioner of this thesis operates in the field of facility and service management. The core business of the company is based on the changes that happen in the companies of their clients. This thesis examined change management as part of a development project of the company's own operations. Change management was seen as a topical and critical success factor in reforming the contract management system and processes. The purpose of this thesis was to list good practices and areas of development for change management in the pilot project relating to the digitization of contract management and archiving. The project was launched in autumn 2014. The objective was to create a development plan and a change management tool, based on the experiences gained in the pilot, for similar changes that are going to be implemented in the organization's other business units in 2015. The development plan includes good practices, as well as the areas in need of repair. Based on these, the change management tool instructs to operate in accordance with the change management steps in the changes happening in the future. Theory of change management in this thesis is based on Kotter's eight phase change management model. The theoretical framework also discusses how forces affect the contract management of archive digitization. The functional section of the thesis was implemented by theme interviews and survey, which were executed during autumn 2014 and spring 2015. The theme interviews were implemented twice with the project manager of the pilot project and the director of the business unit during the change. The survey, in turn, was allocated to service and contract managers. The results of this thesis show that any change consists of several steps, and each step is important and relevant for a successful change. The results of the thesis and the change management tool for the contract management of archive digitization change, was seen as useful by the commissioner. According to the commissioner, the thesis includes also very valuable information about change management and project management. The commissioner will use these to develop different areas of change management in the future....
Changes occur constantly in the business world. The commissioner of this thesis operates in the field of facility and service management. The core business of the company is based on the changes that happen in the companies of their clients. This thesis examined change management as part of a development project of the company's own operations. Change management was seen as a topical and critical success factor in reforming the contract management system and processes. The purpose of this thesis was to list good practices and areas of development for change management in the pilot project relating to the digitization of contract management and archiving. The project was launched in autumn 2014. The objective was to create a development plan and a change management tool, based on the experiences gained in the pilot, for similar changes that are going to be implemented in the organization's other business units in 2015. The development plan includes good practices, as well as the areas in need of repair. Based on these, the change management tool instructs to operate in accordance with the change management steps in the changes happening in the future. Theory of change management in this thesis is based on Kotter's eight phase change management model. The theoretical framework also discusses how forces affect the contract management of archive digitization. The functional section of the thesis was implemented by theme interviews and survey, which were executed during autumn 2014 and spring 2015. The theme interviews were implemented twice with the project manager of the pilot project and the director of the business unit during the change. The survey, in turn, was allocated to service and contract managers. The results of this thesis show that any change consists of several steps, and each step is important and relevant for a successful change. The results of the thesis and the change management tool for the contract management of archive digitization change, was seen as useful by the commissioner. According to the commissioner, the thesis includes also very valuable information about change management and project management. The commissioner will use these to develop different areas of change management in the future....
Facebook asiakaspalvelukanavana
(Laurea-ammattikorkeakoulu, 2015)
Tämän opinnäytetyön aiheena on sosiaalinen media ja sen tarjoamat mahdollisuudet asiakaspalve-lualalla. Aihetta rajattiin niin, että sosiaalisen median kanavaksi valittiin pelkästään Facebook, jotta opinnäytetyöstä ei tulisi liian laaja. Näin myös...
The topic of this thesis concentrates on social media and the opportunities it provides for service sector. The topic was limited so that the channel of social media that was chosen was Facebook so that the thesis would not get too extensive. This also provided more reliable research results through one of the most popular social media channels. The purpose of the thesis was to get real opinions from consumers concerning Facebook as a customer service channel. This thesis was executed as a part of a bigger project called “ The Consumers Digitalization”. The parties that are part o the project are Laurea University of Applied Sciences and a digital marketing company called Kurio. Laurea's role in the project is to offer student the opportunity to write their thesis of the subjects that are offered by Kurio. Kurio offers mentoring to the student. All subjects have something to do with consumer behavior in different channels of social media. The purpose of all the theses is to get real opinions from consumers. In the theory part of the thesis all the important keywords are first explained one by one. First key word at hand is social media and under that Facebook which is the actual channel which is under research in this thesis. Next part concentrates of customer service and consumer behavior. Finally these two keywords are combined and its explained how costumer service and consumer behavior work in social media and Facebook. All the keywords are defined well. The research was executed as an qualitive research. The methods used in the research were theme interview online ethnography and customer journey. Many Facebook pages were observed from the consumer's point of view. The organizations were selected from the site called Socialbakers. Socialbakers is a website that defines the level of digital marketing of social media in different countries. The main thing in the interviews was to get real opinions from consumers who had used Facebook as a channel to get customer service. The outcomes of the research were that consumer's think that Facebook is and effective and quick way to get customer service. However the level of customer service differs al lot in Facebook depending on the organization so clear conclusions cannot be made. Facebook has potential become an excellent channel of customer service but it still has to be developed. The biggest challenges Facebook now has as an customer service channel are poor marketing and keeping up the good level of customer service between different organizations....
The topic of this thesis concentrates on social media and the opportunities it provides for service sector. The topic was limited so that the channel of social media that was chosen was Facebook so that the thesis would not get too extensive. This also provided more reliable research results through one of the most popular social media channels. The purpose of the thesis was to get real opinions from consumers concerning Facebook as a customer service channel. This thesis was executed as a part of a bigger project called “ The Consumers Digitalization”. The parties that are part o the project are Laurea University of Applied Sciences and a digital marketing company called Kurio. Laurea's role in the project is to offer student the opportunity to write their thesis of the subjects that are offered by Kurio. Kurio offers mentoring to the student. All subjects have something to do with consumer behavior in different channels of social media. The purpose of all the theses is to get real opinions from consumers. In the theory part of the thesis all the important keywords are first explained one by one. First key word at hand is social media and under that Facebook which is the actual channel which is under research in this thesis. Next part concentrates of customer service and consumer behavior. Finally these two keywords are combined and its explained how costumer service and consumer behavior work in social media and Facebook. All the keywords are defined well. The research was executed as an qualitive research. The methods used in the research were theme interview online ethnography and customer journey. Many Facebook pages were observed from the consumer's point of view. The organizations were selected from the site called Socialbakers. Socialbakers is a website that defines the level of digital marketing of social media in different countries. The main thing in the interviews was to get real opinions from consumers who had used Facebook as a channel to get customer service. The outcomes of the research were that consumer's think that Facebook is and effective and quick way to get customer service. However the level of customer service differs al lot in Facebook depending on the organization so clear conclusions cannot be made. Facebook has potential become an excellent channel of customer service but it still has to be developed. The biggest challenges Facebook now has as an customer service channel are poor marketing and keeping up the good level of customer service between different organizations....









