Haku
Viitteet 451-460 / 1002
Sosiaalinen media asiakaspalvelukanavana ravintola-alalla
(Laurea-ammattikorkeakoulu, 2015)
asiakaspalvelukanavana. Opinnäytetyö toteutettiin osana Lau-rea-ammattikorkeakoulun ja Kurio Oy:n yhteistyössä tekemää kuluttajakäyttäytymisen digitaali-suushanketta. Tavoitteena oli saada kuluttajien käyttäytymisestä uutta tietoa sekä toimeksiantajal-le että...
The main purpose of this thesis was to examine social media as a customer service channel in the restaurant field by using two example restaurants. The objective was to examine managers’ and customers’ views of social media and its benefits as a...
The main purpose of this thesis was to examine social media as a customer service channel in the restaurant field by using two example restaurants. The objective was to examine managers’ and customers’ views of social media and its benefits as a...
Concierge–palvelun kehittäminen Case: BEST WESTERN PREMIER Hotel Katajanokka
(Laurea-ammattikorkeakoulu, 2015)
asiakas-lähtöisyyttä, hotellitoimintaa, sekä concierge-palvelun roolia hotellien toiminnassa. Opinnäytetyö toteutettiin palvelumuotoilua ja Stefan Moritzin palvelumuotoiluprosessin viittä vaihetta hyödyntä-en. Aineistoa kerättiin ensimmäisessä vaiheessa...
The purpose of this thesis was to examine what kind of concierge service would answer the wishes of BEST WESTERN PREMIER Hotel’s customers. The purpose of this study was to define the frames for the service and its operations. The topic choice was affected by the facts that concierge is still an unfamiliar concept and no studies on it have been conducted. BEST WESTERN PREMIER Hotel Katajanokka was the commissioner company. The theoretical framework included subjects such as the different dimensions of services, custom-er knowledge and understanding, hotel functions and the concierge services role in the hotel’s actions. The thesis was implemented by exploiting service design and the five stages of Stefan Moritz’s model. In the first stage, the data was collected with a theme interview, questionnaires, benchmarking and observations, and in the second stage, based on the results, three hotel users customer profiles were drawn up by using personas. In the third stage the persona’s’ wishes and needs about the concierge service were discussed by using the six thinking hats method. In the fourth stage each persona’s wishes were covered with a SWOT analysis to list the strengths, oppor-tunities, weaknesses and threats. The results were recapped for creating the frames of BEST WESTERN PREMIER Hotel Katajanokka’s concierge service, so that it responds to the needs and wishes of every persona. In the fifth stage the final service was visualized with a customer journey map. The concierge service was established so that its frames were so realistic that the hotel could start using it if wanted. The services the concierge would provide are mostly already in use, so the need for training would be minor. There would not either be a need to increase the number of staff because the concierge service’s working hours would be based on the work schedule that is al-ready in use. Ideas were also provided for further development in the future. According to the commissioner company’s feedback the concierge service was found ready to be used....
The purpose of this thesis was to examine what kind of concierge service would answer the wishes of BEST WESTERN PREMIER Hotel’s customers. The purpose of this study was to define the frames for the service and its operations. The topic choice was affected by the facts that concierge is still an unfamiliar concept and no studies on it have been conducted. BEST WESTERN PREMIER Hotel Katajanokka was the commissioner company. The theoretical framework included subjects such as the different dimensions of services, custom-er knowledge and understanding, hotel functions and the concierge services role in the hotel’s actions. The thesis was implemented by exploiting service design and the five stages of Stefan Moritz’s model. In the first stage, the data was collected with a theme interview, questionnaires, benchmarking and observations, and in the second stage, based on the results, three hotel users customer profiles were drawn up by using personas. In the third stage the persona’s’ wishes and needs about the concierge service were discussed by using the six thinking hats method. In the fourth stage each persona’s wishes were covered with a SWOT analysis to list the strengths, oppor-tunities, weaknesses and threats. The results were recapped for creating the frames of BEST WESTERN PREMIER Hotel Katajanokka’s concierge service, so that it responds to the needs and wishes of every persona. In the fifth stage the final service was visualized with a customer journey map. The concierge service was established so that its frames were so realistic that the hotel could start using it if wanted. The services the concierge would provide are mostly already in use, so the need for training would be minor. There would not either be a need to increase the number of staff because the concierge service’s working hours would be based on the work schedule that is al-ready in use. Ideas were also provided for further development in the future. According to the commissioner company’s feedback the concierge service was found ready to be used....
Ravintolan Cocktaillistan Suunnitteluprosessi
(Laurea-ammattikorkeakoulu, 2015)
Toiminnallisen opinnäytetyön aiheena on ravintolan cocktaillistan suunnitteluprosessi. Toimeksiantajana prosessissa toimii helsinkiläinen ravintola Kokomo Tikibar & Room. Ravintolalle syntyy lopputuotoksena käyttöön uudistettu cocktaillista.
Tarkoituksena oli kehittää uudistettu, ajanhenkinen ja kiinnostava lista ravintolan konseptia mukaillen. Tavoitteena oli tuoda uusia makuja vakiintuneelle asiakaskunnalle, sekä herättää mahdollisten uusien asiakkaiden kiinnostus tuoreen cocktailtarjonnan avulla. Suunnittelun pohjana oli kustannustehokkuus, joka tuo lisäarvoa ravintolalle ja mahdollistaa asiakkaita miellyttävän hintatason.
Opinnäytetyön teoriaosuudessa käsitellään ravintolan toimintaympäristöä ja muita toimijoita Helsingin keskustassa, kuvataan ravintolan asiakaskuntaa, listansuunnittelua yleisellä tasolla ja cocktail-listoihin liittyviä normeja, sekä vallitsevia trendejä.
Työn kehitysprosessiosuudessa kuvataan listasuunnittelua käytännössä sekä siihen liittyvää tutkimus- ja kehitysprosessia, joka käytiin läpi ennen kuin päädyttiin listan lopullisiin tuotteisiin. Listasuunnittelussa tarkastellaan kolmea eri näkökulmaa: asiakkaan, työntekijän ja omistajan. Ensimmäisessä vaiheessa selvitetään nykytilanne ja sen jälkeen vaiheittain listalta karsittavat juomat. Seuraavana vuorossa oli uusien tuotteiden kehittely, testaus ja maistattaminen sekä niiden karsinta ennen listan lopullista sisältöä. Tuloksena syntyy ravintolan käyttöön päivittynyt cocktaillista, jota arvioitettiin ravintolapäälliköllä, työntekijöillä sekä muutamalla asiakkaalla.
Lopputuotoksena syntynyttä listaa voidaan hyödyntää päivittäisässä myyntityössä. Tuotos otetaan käyttöön ravintola Kokomo Tikibar & Roomissa loppuvuodesta 2015...
The subject of this thesis is the planning process of a cocktail menu for a restaurant. Restaurant Kokomo Tikibar & Room was the commissioner of the thesis. As the final output the restaurant receives a renewed cocktail menu. The purpose...
The subject of this thesis is the planning process of a cocktail menu for a restaurant. Restaurant Kokomo Tikibar & Room was the commissioner of the thesis. As the final output the restaurant receives a renewed cocktail menu. The purpose...
Uuden aamiaiskonseptin luominen hotellille
(Laurea-ammattikorkeakoulu, 2015)
aamiaisella. Lisäksi perehdytään asiakastyytyväisyyteen ja sen kehittämiseen. Palvelun laadun tulee vastata asiakkaan odotuksia, jotta lopputuloksena olisi tyytyväinen asiakas.
Opinnäytetyö perustuu teoriaan sekä eri tutkimusmenetelmillä kerättyyn aineistoon...
The objective of this thesis is to develop a new successful breakfast concept for a Hotel. The commissioner is a midsized hotel situated in the Uusimaa region in Finland, and it belongs to one of Finland’s largest hotel and restaurant chains...
The objective of this thesis is to develop a new successful breakfast concept for a Hotel. The commissioner is a midsized hotel situated in the Uusimaa region in Finland, and it belongs to one of Finland’s largest hotel and restaurant chains...
Miten ja ketä nuoret fanittavat?
(Laurea-ammattikorkeakoulu, 2015)
Laurea-ammattikorkeakoulu Tiivistelmä
Laurea Leppävaara
Hotelli-ja ravintola-alan liikkeen johto
Laine, Aleksi
Miten ja ketä nuoret fanittavat?
Vuosi 2015 Sivumäärä43
Opinnäytetyön tavoitteena oli selvittää 13...
Laurea University of Applied Sciences Abstract Laurea Leppävaara Degree Programme in Hospitality Management Laine, Aleksi How and to whom the youth fans? Year 2015 Pages 43 The subject of thesis was examining who the idols of Finnish teenagers are and how fan culture can be seen in the lives of teenagers and in social media. The research focused on the topics of idols and how teenagers are following their idols in this era of social media. The thesis was commissioned by Kurio Oy, which is a company operating within the industry of digital marketing. Kurio worked in cooperation with students of Laurea´ University of Applied Sciences´ Leppävaara-Campus The theoretical section of the thesis includes the topics of social media, digital marketing and fan culture as a phenomenon. In the theoretical section the most popular channels of social media are introduced and the term fan defined as a term. The research was executed by qualitative methods and the research methods were theme interview and observation. There were two main themes in the interview; idol and social media. The interviews were built around these themes. Nine teenagers were interviewed and a supporting research method was passive observation, which helped to establish the point of view of what teenagers think about the main subject of the thesis. The research showed that there are some changes to the objects of the youth fan base because of social media but traditional idols are a big part of teenagers’ lives. Fan culture itself is more and more carried out in social media. The youth are following their idols for example on Facebook, Instagram and Twitter. An interesting piece of work in social media is the tighter relationship between the fans and the establishment of different fan communities in social media....
Laurea University of Applied Sciences Abstract Laurea Leppävaara Degree Programme in Hospitality Management Laine, Aleksi How and to whom the youth fans? Year 2015 Pages 43 The subject of thesis was examining who the idols of Finnish teenagers are and how fan culture can be seen in the lives of teenagers and in social media. The research focused on the topics of idols and how teenagers are following their idols in this era of social media. The thesis was commissioned by Kurio Oy, which is a company operating within the industry of digital marketing. Kurio worked in cooperation with students of Laurea´ University of Applied Sciences´ Leppävaara-Campus The theoretical section of the thesis includes the topics of social media, digital marketing and fan culture as a phenomenon. In the theoretical section the most popular channels of social media are introduced and the term fan defined as a term. The research was executed by qualitative methods and the research methods were theme interview and observation. There were two main themes in the interview; idol and social media. The interviews were built around these themes. Nine teenagers were interviewed and a supporting research method was passive observation, which helped to establish the point of view of what teenagers think about the main subject of the thesis. The research showed that there are some changes to the objects of the youth fan base because of social media but traditional idols are a big part of teenagers’ lives. Fan culture itself is more and more carried out in social media. The youth are following their idols for example on Facebook, Instagram and Twitter. An interesting piece of work in social media is the tighter relationship between the fans and the establishment of different fan communities in social media....
Liiketoimintasuunnitelma - Fidel Gastropub & Sports Bar
(Laurea-ammattikorkeakoulu, 2015)
laatia opinnäytetyön kirjoit-tajalle realistinen ja kannattava liiketoimintasuunnitelma Fidel Gastropub & Sports Barin pe-rustamista varten. Liiketoimintasuunnitelman tarkoitus oli käynnistää ravintolan liiketoiminta-lähitulevaisuudessa.
Opinnäytetyö...
a realistic and economic business plan for the author’s start-up restaurant Fidel Gastropub & Sports Bar. The purpose of this business plan was to enable the establishing of the restaurant. The thesis consists of a theoretical section...
a realistic and economic business plan for the author’s start-up restaurant Fidel Gastropub & Sports Bar. The purpose of this business plan was to enable the establishing of the restaurant. The thesis consists of a theoretical section...
Ruokahävikin hyödyntäminen BarLaureassa
(Laurea-ammattikorkeakoulu, 2015)
tavoitteet joita ovat työntekijöiden huomion kiinnittäminen ruokahävikkiin, uusien keinojen luominen BarLaurealle ruokahävikin hyödyntämiseksi, kohdeyrityksen ympäristövaikutuksien vähentäminen ja ruokahävikin eri hyödyntämiskeinojen opettaminen Bar...
to food waste, create new ways to exploit food waste in BarLaurea, reduce companies’ pollution and teach the students different ways to exploit food waste. The commissioner of the thesis is BarLaurea, which is a staff restaurant run by students...
to food waste, create new ways to exploit food waste in BarLaurea, reduce companies’ pollution and teach the students different ways to exploit food waste. The commissioner of the thesis is BarLaurea, which is a staff restaurant run by students...
Toiminta Helsingin yökerhojen Facebook-sivuilla: brändikuvan muotoutuminen, aktiivisuus ja asiakaskokemukset
(Laurea-ammattikorkeakoulu, 2015)
Tämän opinnäytetyön tavoitteena oli luoda uutta, mielenkiintoista ja tarpeellista tietoa suomalaisten asiakaskäyttäytymisestä sosiaalisessa mediassa ja tarkemmin yökerhojen Facebook-sivuilla. Työn keskeiset teemat ovat brändikuvan muotouminen...
, activity and customer experiences. From the findings of this study, and from the lists, that the researcher made especially for nightclubs, that describe ideas and notheworthy points, the Hotel, Restaurant and Catering industry and startups can benefit...
, activity and customer experiences. From the findings of this study, and from the lists, that the researcher made especially for nightclubs, that describe ideas and notheworthy points, the Hotel, Restaurant and Catering industry and startups can benefit...
Suomalainen Joulukylä -konseptin kehittäminen palvelumuotoilun keinoin: Case: Leipzigin joulumarkkinat
(Laurea-ammattikorkeakoulu, 2015)
Tämän opinnäytetyön aiheena oli kehittää Saksassa toimivan suomalaisen yrityksen Kalevala Spirit Oy:n Suomalainen Joulukylä –konseptia palvelumuotoilun keinoin. Konsepti toimii tällä hetkellä Leipzigissa, Stuttgartissa ja Hannoverissa osana...
The objective of this thesis was to improve the Finnish Christmas Village Concept by using service design methods. A Finnish company, Kalevala Spirit Oy, has developed the concept that operates in Germany. Currently the concept takes place every year in a four week period from late November until Christmas holidays in the city of Leipzig, Stuttgart and Hannover as a part of the traditional German Christmas markets. The target of the improvement plan was restricted to the Finnish Christmas Village in Leipzig, which is the biggest and most visited of all the Finnish Christmas Villages. The purpose of this thesis was to improve the commissioner’s business based on customer-oriented experience and to contribute the growth of the business both in Germany and in new market areas in Europe. The objective of the research was to form concrete development ideas for the Finnish Christmas Village in Leipzig. Successfully piloted ideas in Leipzig can be subsumed into the operations of the other Finnish Christmas Villages. The theoretical section consists of theory on concept design in the service sector, service concept and service design. Furthermore, culture export, German culture and event management, which are closely connected to the study of the thesis, were reviewed in the theoretical framework. The research structure was founded on the three phases of Moritz’s (2005) service design process; Understanding, Generating and Realising. Valuable information on the customer perspective was examined in the research by using the interactive methods of service design. In the Understanding phase, interviews were conducted with the two permanent employees of the commissioner. The information that was received from the interviews defined the starting point of the research. In the Generating phase, a customer questionnaire and a brainstorming workshop were conducted in order to gather and develop ideas for the improvement of the Finnish Christmas Village in Leipzig. In the Realising phase, the final development ideas were established based on the research results. A blueprint of a customer journey in the Christmas Village was created to support the possible implementation of the development ideas. As a result the study revealed that from the customers’ perspective, especially the range of traditional Finnish food and drinks and the cultural offerings needed the most improvement in the Finnish Christmas Village in Leipzig. The development ideas based on the research results were divided into three categories; communication, product portfolio and event offerings. Within the framework of these categories marketing and communication with customers during the event were proposed to be enhanced. Furthermore, an on-going innovation process of the food and drink selection and the development of event offerings at the Finnish Christmas Village in Leipzig for example by co-operating with various operators representing Finnish culture were proposed to be improved....
The objective of this thesis was to improve the Finnish Christmas Village Concept by using service design methods. A Finnish company, Kalevala Spirit Oy, has developed the concept that operates in Germany. Currently the concept takes place every year in a four week period from late November until Christmas holidays in the city of Leipzig, Stuttgart and Hannover as a part of the traditional German Christmas markets. The target of the improvement plan was restricted to the Finnish Christmas Village in Leipzig, which is the biggest and most visited of all the Finnish Christmas Villages. The purpose of this thesis was to improve the commissioner’s business based on customer-oriented experience and to contribute the growth of the business both in Germany and in new market areas in Europe. The objective of the research was to form concrete development ideas for the Finnish Christmas Village in Leipzig. Successfully piloted ideas in Leipzig can be subsumed into the operations of the other Finnish Christmas Villages. The theoretical section consists of theory on concept design in the service sector, service concept and service design. Furthermore, culture export, German culture and event management, which are closely connected to the study of the thesis, were reviewed in the theoretical framework. The research structure was founded on the three phases of Moritz’s (2005) service design process; Understanding, Generating and Realising. Valuable information on the customer perspective was examined in the research by using the interactive methods of service design. In the Understanding phase, interviews were conducted with the two permanent employees of the commissioner. The information that was received from the interviews defined the starting point of the research. In the Generating phase, a customer questionnaire and a brainstorming workshop were conducted in order to gather and develop ideas for the improvement of the Finnish Christmas Village in Leipzig. In the Realising phase, the final development ideas were established based on the research results. A blueprint of a customer journey in the Christmas Village was created to support the possible implementation of the development ideas. As a result the study revealed that from the customers’ perspective, especially the range of traditional Finnish food and drinks and the cultural offerings needed the most improvement in the Finnish Christmas Village in Leipzig. The development ideas based on the research results were divided into three categories; communication, product portfolio and event offerings. Within the framework of these categories marketing and communication with customers during the event were proposed to be enhanced. Furthermore, an on-going innovation process of the food and drink selection and the development of event offerings at the Finnish Christmas Village in Leipzig for example by co-operating with various operators representing Finnish culture were proposed to be improved....
Tapahtumasovellukset tapahtuman järjestämisessä: Loppukäyttäjän kokema arvo tapahtumasovelluksista
(Laurea-ammattikorkeakoulu, 2015)
. Valmis opinnäytetyö ja sen tulokset esiteltiin toimeksiantajalle, ja niiden hyödyntämistä suunnitellaan tulevaisuudessa....
This thesis was commissioned by Eastway Impact Oy that is interested in event applications and their utilization in the future, as a part a corporate event execution. The purpose of the thesis was to examine the value that the final user of the event application receives by using the application in a corporate event, and to produce information about the subject. The plan was to examine the value of the final users divided into two groups, mobile application daily users and users that do not use mobile applications regularly. This division makes the results versatile and easy for the commissioner to use in the future. The theoretical framework of the thesis consists of topics such as event and event production, usability and customer centricity, event application, and the quality and value of a service. The thesis was conducted by using different methods, such as benchmarking, paper prototyping and the think aloud method, focused interview and observation. Collecting the material was started by benchmarking three different event applications, which created the base for the paper prototype of the event application. The prototype was made by using many features from the three benchmarked applications. The paper prototype was tested by a focus group of six persons and the think aloud method was implemented at the same time. The focus group was chosen by sorting out different types of people that are possible guests of a corporate event. In the think aloud method the focus group spoke out loud what was on their mind when testing the prototype. Observation was also implemented simultaneously, when the focus group members were testing the paper prototype and thinking aloud. The objective of the observation was to monitor gestures, expressions, comments and silent moments in the testing of the prototype. After the testing of the paper prototype, every test user was interviewed in a focused interview. The themes of the interview were usability and customer centricity as well as the quality and value of a service. The main result of the thesis was a chart of the value that the final users obtains by using the event application in a corporate event. The chart included the value that the people, who use mobile applications daily, receive and the value that the people, who do not use mobile ap-plications regularly get. This makes the results easier to be exploited in the future and especially when examining a target group of a corporate event. It can be stated that the final users felt that the utilization of event applications in a corporate event saves their time and effort, which is the biggest benefit. The final thesis and its results were presented to the commissioner and the results will be used in the future....
This thesis was commissioned by Eastway Impact Oy that is interested in event applications and their utilization in the future, as a part a corporate event execution. The purpose of the thesis was to examine the value that the final user of the event application receives by using the application in a corporate event, and to produce information about the subject. The plan was to examine the value of the final users divided into two groups, mobile application daily users and users that do not use mobile applications regularly. This division makes the results versatile and easy for the commissioner to use in the future. The theoretical framework of the thesis consists of topics such as event and event production, usability and customer centricity, event application, and the quality and value of a service. The thesis was conducted by using different methods, such as benchmarking, paper prototyping and the think aloud method, focused interview and observation. Collecting the material was started by benchmarking three different event applications, which created the base for the paper prototype of the event application. The prototype was made by using many features from the three benchmarked applications. The paper prototype was tested by a focus group of six persons and the think aloud method was implemented at the same time. The focus group was chosen by sorting out different types of people that are possible guests of a corporate event. In the think aloud method the focus group spoke out loud what was on their mind when testing the prototype. Observation was also implemented simultaneously, when the focus group members were testing the paper prototype and thinking aloud. The objective of the observation was to monitor gestures, expressions, comments and silent moments in the testing of the prototype. After the testing of the paper prototype, every test user was interviewed in a focused interview. The themes of the interview were usability and customer centricity as well as the quality and value of a service. The main result of the thesis was a chart of the value that the final users obtains by using the event application in a corporate event. The chart included the value that the people, who use mobile applications daily, receive and the value that the people, who do not use mobile ap-plications regularly get. This makes the results easier to be exploited in the future and especially when examining a target group of a corporate event. It can be stated that the final users felt that the utilization of event applications in a corporate event saves their time and effort, which is the biggest benefit. The final thesis and its results were presented to the commissioner and the results will be used in the future....









