Haku

digitaalisen markkinoinnin ajatushautomo Kurio. Opinnäytetyö toteutettiin osana Laurea-ammattikorkeakoulun, Kurion ja mediayhtiö MTV:n Kuluttajakäyttäytymisen digitaalisuus -hanketta. Tutkimuksen teoreettisessa viitekehyksessä tarkastellaan...
media user think about this issue? The purpose of this Bachelor’s Thesis was to map, what social media users think when their contacts share work-related content on their social media channels. The objective of the thesis project was to produce...

Opinnäytetyön tarkoituksena oli tuottaa kehitysehdotuksia suomalaisen turistien määrän kasvattamiseksi Torreviejassa Costa Blancalla sekä Torreviejan parantamiseen matkailukohteena. Tutkimuksen tavoitteena oli selvittää ...

Opinnäytetyö käsittelee asiakaskokemuksen kehittämistä ja elämyksen luomista asiakkaille. Tavoitteena oli tuottaa toimeksiantajalle kehitysehdotuksia siitä, miten asiakkaiden ravintolakäynti-kokemuksista saisi elämyksiä ja tarkoituksena oli kehittää...
The objective of this thesis was to scrutinize the development of customer experiences and how to create the element of excitement to an experience. The purpose was to create a development suggestion for the commissioner company on how to establish an experience out of the restaurants visit, for the purpose to develop the overall customer’s experience. The objective was to create development proposals to the commissioner company for business development and the develop-ment of quality in customer service. In this thesis, the customer journey was used as a method, as well as customer survey and percep-tion. The survey was drawn up to evaluate the customer’s expectations for the service and their overall experience. Other methods were also used, such as the triangle of experiences and the circle of tastes. Multisensory design was a crucial element in the survey as to obtain the best possi-ble understanding of what senses the customer wants to exploit. With these methods, it was possible to create development suggestions. The survey was carried out in the commissioner company’s restaurant during two days. The mate-rial from the 18 respondents gave enough ideas for the created suggestions. The respondents were both women and men between the ages of 18 and 75. Based on the research results, it was possible to develop an understanding of what kind of customer service the consumer expects. The results suggest that the authenticity and quality of the service with friendliness are expected. The success of a solid customer experience is influenced by many factors, but according to the research results, the customer service, authenticity and relaxation affect the overall experience the most. The customer wishes for an exciting experience, and adding the element of storytelling to the customer service process was a well received development idea. What the food tastes like and how it is visually presented were very important, but the highest interest was in the quality of customer service....

Opinnäytetyön tavoitteena on laatia perehdytysopas toimeksiantajalle. Toimeksiantajana toimii Yritys X, Uusimaalla toimiva siivousalan yritys. Perehdytysoppaan tarkoituksena on helpottaa ja sujuvoittaa toimeksiantajan perehdytyskäytäntöjä...
The objective of the thesis is to compose an induction manual for the commissioner. The commissioner is a cleaning company operating in the Uusimaa area. The purpose of the induction manual is to make the commissioner’s induction policy easier and more fluent. The material should not be dependent on the language, as the work community is multicultural. The theoretical section includes theory about a cleaner’s job description, multicultural work environment, induction and matters that should be considered during induction, induction concepts and learning during induction. The used research method is qualitative theme interview. The commissioner’s staff members were interviewed on the topic of induction and the emerged matters were included in the manual. One of the questions in the interview was what should be included in the manual. The induction manual is a part of Company X’s induction plan. The thesis does not include an induction plan, it only includes the induction manual. The purpose of the manual is to assist in the induction process and it acts as a guideline in induction. However, after the induction, there is also an induction to the job itself, which is not included in the manual as the job description varies depending on the premises to be cleaned. The induction manual was designed to be easy to read and the texts were reduced to a minimum. To make the material intended for the general reader, there are multiple pictures within the text. The manual is in English. The manual has been summarized to be compact and clear and that is why it does not include everything, rather it urges the reader to get acquainted with some topics at the working place. The manual includes two sections. The first section includes company policies and the second section includes information about the working methods and tools. The first pages introduce the working uniforms and other essentials for cleaners. The first section also incorporates safety, ergonomics and salary issues. The manual was tested before it was published. The test was done together with staff members. They were asked for opinions on and suggestions for the manual. The suggestions were added into the manual and later the manual was assessed by the commissioner. The manual will have benefit the commissioner, as prior to the induction manual the commissioner lacked written material for induction. The manual will improve staff and commissioner satisfaction. It will be easier for the staff to start working and later instruct other new workers with the assistance of the manual. The manual will affect customer satisfaction by reducing the chance of mistakes and therefore reducing the number of complaints from the customers....

haasteita kuluttajat kokevat aasialaisen tuotemerkin X tuotteiden käyttöön liittyvän, ja miten nämä haasteet voitaisiin ratkaista tuotteiden käytön ja tuotemerkin tunnettavuuden lisäämiseksi kuluttajien keskuudessa. Idea opinnäytetyön aiheelle syntyi...
The objective of this thesis was to develop a customer-oriented service solution for the commissioner of the thesis in order to increase the popularity of their Asian food products. The purpose was to scrutinize how the consumers feel about using the products and what challenges should be resolved to increase the use and popularity of these products. The topic for this thesis was planned together with the commissioner company. Qualitative research methods were exploited to gather information about how the products are viewed by consumers. After observing and interviewing consumers, the collected data was analysed to create personas and a future scenario in order to cast a proposal for a functional service solution. The project was implemented with service design methods. The theoretical section of this thesis covers the topic of service solution development, layers of products and marketing communications. In the development of the service solution the focus is on creating value, customer experience and understanding the customer. In marketing communications, the main topics are the internet and mobile advertising, sales promotion and customer relations. The results of the thesis suggest that consumers are interested in Asian cooking and food products, but they are often too exotic and difficult to attain. On weekdays, consumers want their meals to be fast and easy to cook as there is no time to cook complex dishes that need a lot of preparation. Based on these observations, the outcome of this thesis is an Asian grocery bag for consumers. This is a service solution that meets the needs of consumers and would also increase the use and popularity of the commissioner’s Asian food products....

deittailusovelluksista. Opinnäytetyö toteutettiin osana Kuluttajakäyttäytymisen digitaalisuus -hanketta, jota Laurea-ammattikorkeakoulu ja Kurio Oy toteuttavat yhteistyössä. Deittailun muutoksia pyrittiin selvittämään laadullisen tutkimuksen menetelmillä. Työn...
The subject of this thesis project is the effect of digitalization on dating, using the mobile application Tinder as a case study. As a phenomenon Tinder and other similar dating services are quite new. The purpose of the research was to investigate whether there have been any changes in dating practices after Tinder was released and what these changes are. The research also examines, whether there have been any changes in the whole dating culture scene. Tinder was selected as a research target for this thesis project because it is one of the most well-known dating applications. This thesis was made as a part of the Consumer Behavior in Digital Environment project, in which Laurea University of Applied Sciences and Kurio Oy are working in collaboration. The changes in dating practices were examined using qualitative research methods. The main objective was to find out whether dating has changed or not and what the reasons behind this are. Other questions which the research attempted to address included the way in which dating applications have influenced behavior in social media and where possible changes can be seen. The target group for the research consisted of Finnish women between 22 and 32 -years of age. In the theoretical chapters the focus was on the construction of a digital self-image and digital interaction. In these chapters the motivations and needs underlying social media behavior were examined. The digital interaction section discusses behavior in social media – what it is and how it has evolved. The research methods used in this thesis project were the theme interview and network interview. The objective was to gain data about precise experiences and views on how dating has changed in the last five years. In addition, the behavior of the interviewees when using social media and Tinder were also covered. The results of the research concluded that dating has changed when compared to the time before Tinder was released. Dating now is seen as quickly evolving and only as a use of time. On the other hand, dating now is seen as an expendable behavior, yet more relaxed than five years ago. Tinder was considered as a good channel to meet new people. Dating five years ago was seen as a more desperate activity, but also more real and exciting than dating now. For further research, it is recommended to study the phenomenon of Tinder Social. It would be interesting to see if the same facts were found in Tinder Social as in this thesis. One of the subjects for further research could also be about how Tinder could develop itself more broadly....

Tämän toiminnallisen opinnäytetyön kohteena oli Cumulus City Meilahden hotelli ja sen vastaanottopalveluiden toiminta. Opinnäytetyön tavoitteena oli tuottaa kehittämisehdotuksia työn toimeksiantajan, Cumulus City Meilahden hotellin palvelun laadusta vastaanottopalveluissa. Tarkoituksena oli edistää Cumulus Meilahden asiakastyytyväisyyttä vastaanottopalveluissa. Opinnäytetyö alkaa teoriaosuudella, joka on jaettu kolmeen aihealueeseen. Aihe-alueet ovat majoituspalvelut, hotellin vastaanottopalvelut ja asiakasnäkökulma palvelutoiminnassa. Näiden aihealueiden pohjalta luotiin myös viitekehys tutkimusmenetelmissä käytettyihin palvelun laadun osa-alueisiin. Opinnäytetyössä käytettiin kahta laadullisen tutkimuksen menetelmää, jotka olivat osallistuva systemaattinen havainnointi ja teemahaastattelu. Vastaanottopalvelun systemaattinen havainnointi toteutettiin joulukuussa 2016. Teemahaastattelu toteutettiin maaliskuussa 2017 Cumulus City Meilahden aulassa hotellin asiakkaille. Tietoperustan avulla tehtiin havainnointisuunnitelma ja teemahaastattelurunko. Havainnoidut palvelun osa-alueet ja teemahaastattelun teemat olivat ympäristö, työntekijä ja palvelutilanne. Havainnoinnin ja teemahaastattelun tuloksista nousi esille vastaanottopalveluiden työntekijöiden ystävällisyys. Kokonaisuudessaan vastaanottopalvelut koettiin toimivaksi ja käytännöllisiksi ja työntekijät kohteliaiksi. Mahdollisiksi kehitysideoiksi nousivat muun muassa työntekijöiden yhteneväiset työasut, nopea toiminta ruuhkatilanteissa sekä ammattitietous, tarkoittaen lisätietietoa esimerkiksi mahdollisista parkkipaikoista....
The commissioner of this thesis was Hotel Cumulus Meilahti and the quality of its front desk services. The objective of this thesis was to produce development ideas on the quality of customer services provided by the front desk. The purpose...

Tämän opinnäytetyön tavoitteena oli kehittää yritys X:n henkilöstöravintoloiden leipäpöytiä asiakaskokemuksen avulla. Opinnäytetyön tarkoituksena oli tuottaa yritykselle kehitysideoita kuinka leivän arvoa ja sen syöntiä lounaalla voitaisiin nostaa sekä pilotoida kehitysideat kuudessa pilottiravintolassa. Tavoitteena on myös saada parhaimmat käytänteet jatkumaan ravintoloissa uuden konseptin mukaisena projektin jälkeen. Opinnäytetyön teoreettinen viitekehys keskittyy asiakaskokemukseen ja työpaikkaruokailuun. Asiakaskokemuksen teoriassa käsitellään asiakaskokemuksen luomista ja johtamista, asiakaskokemuksen muodostumista, elämyksiä sekä mittaamista. Työpaikkaruokailun teoriassa käsitellään suomalaisten työpaikkaruokailua, sen historiaa ja ravitsemussuosituksia. Lisäksi tutustutaan suomalaisten leipähistoriaan, leipäkulttuuriin sekä vallitseviin trendeihin. Havainnointi-menetelmää käytettiin leipäpöydän nykytilan analysointiin sekä kehitystoimenpiteiden toteutumisen tutkimiseen. Lomakehaastattelun kohteena olivat pilottiravintoloissa lounaalla käyvät asiakkaat. Haastatteluiden avulla saatiin yksityiskohtaista tietoa asiakaskunnan tottumuksista ja mielipiteistä sekä kartoitettiin mahdollisia kehityskohteita. Aivoriihi-menetelmää käytettiin kehitysideoiden luomiseen. Kehitysideoita pohdittiin ravintolakohtaisesti ja aihealueittain. Aihealueet valikoituivat pilottiravinto-loiden asiakaskunnan haastatteluissa ja havainnoinneissa tutkittujen aiheiden pohjalta. Aihealueita olivat leipäpöydän valikoima, yleisilme, sijainti, levitteet ja makuöljyt, makuparit, uutuustuotteet, markkinointi sekä leivän myynti. Ideoinnissa pohdittiin miten asiakaskokemusta pystyttäisiin parantamaan sekä miten asiakkaat saataisiin palaamaan ja lounaasta pystyttäisiin luomaan heille elämys. Pilotoinnin aikana tuotetut kehitysideat laitettiin käytäntöön. Pilottiravintoloiden leipäpöytiä muutettiin vaihtamalla pöytien yleisilmettä ja valikoimaa. Leipäpöytien valikoimaa kehitettiin monipuolisemmaksi ja yleisilmettä muutettiin uusilla esillepano-asetelmilla. Osassa pilottiravintoloissa leipäpöydän sijaintia vaihdettiin, jotta sen löytäminen olisi vaivatonta. Ravintoloissa vallitsevat trendit näkyivät kasvislevitteiden sekä makuöljyjen muodossa. Leivän ja ruoan yhdistämiseen toisiinsa käytettiin makupari-ideaa. Uutuustuotteita korostettiin aikaisempaa enemmän. Asiakkaille markkinoitiin leipätuotteita suullisesti sekä tuotekylttien avulla. Leivän myyntiä kokeiltiin niissä pilottiravintoloissa, joissa se oli mahdollista ottaen huomioon käytössä olevan tilan. Opinnäytetyössä käytettyjä menetelmiä ja tuotettuja kehitysideoita voidaan hyödyntää kun lounasravintoloiden leipäpöytiä halutaan kehittää asiakasnäkökulmasta....
The objective of this thesis was to develop Company X’s staff restaurants’ bread selection with the use of customer experience. The purpose was to examine how the consumption of bread and the value of the bread selection could be increased...

käytetään asiakasymmärryksen, asiakaslähtöisyyden, arvon muodos-tumisen sekä ruokalistan muodostamisen teoriaa. Tällä viitekehyksellä muodostetaan ymmärrys siitä, mitä asiakasymmärrys tarkoittaa ja kuinka se voidaan saavuttaa sekä tarkastellaan asiakkaan...
The purpose of this thesis is to develop a new selection of products for the café that is the commis-sioner of this thesis. The company operates in Helsinki in the West Terminal. The objective of this thesis is to develop a selection of products...

Tämän toiminnallisen opinnäytetyön toimeksiantajana toimi Diabetesseura Plasma ry. Tarkoituksena oli edesauttaa tiedottamista ja suhtautumista ykköstyypin diabeetikkoja kohtaan työpaikoilla. Opinnäytetyöstä hyötyy toimeksiantaja sekä työelämässä...
This functional thesis was commissioned by the association Diabetesseura Plasma ry. The purpose of the study was to promote information on and a positive attitude towards type 1 diabetics in work places. Both the association and the employees with diabetes benefit from the study. The objective is to identify the needs of type 1 diabetics at work and establish a solution to their problems. The solution is an appropriate and useful information package about type 1 diabetes to be used in the work places. The information package was targeted both at the managers and colleagues regard-less of the line of business. The frame of reference for the study covers theory on diabetes, diets, guidebook production and the working life. The operational section introduced the planning, production and evaluation of the information package. The final information package was tested among the diabetic employees chosen for the interview, and the evaluation was also performed by Diabetesseura Plasma ry. This enabled a possibility to analyze the effects of the information package in practice. It also gave targets for development as how to further improve the package. The exploited research methods were benchmarking and a theme interview investigating the dia-betics´ wishes for the contents of the guidebook. Benchmarking was used when comparing other guidebooks and gave the idea for this product. The planning of the information package was based on the results obtained. Visual appearance, font size, paper quality and the over all impression were considered when planning the information package. The outcome of the research, the information package is short in order to be interesting and easy to read for the managers. An important aspiration was to em-phasize a positive impression of diabetics....