Factors within the event space which influences the customer experience : Case study: DuuniExpo and Contact Forum
De Oliveira Cardoso Maia, Carolina; Lebedeva, Evgenia (2017)
Laurea-ammattikorkeakoulu
2017
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2017091915234
https://urn.fi/URN:NBN:fi:amk-2017091915234
Tiivistelmä
There are several factors that can influence people’s experiences in events. These factors can many times be related to the state of mind of the participant. However, elements within the event environment plays a big role in influencing the emotions of attendees, and therefore, can affect their perceived experiences.
This thesis objectives are to research what are the main elements within the space of job and recruitment fairs that can influence the experiences of the participants. There were events from two companies analyzed in this research. CF-opiskelijamessut Oy is the company that organizes Contact Forum, in Helsinki and Lahti University of Applied Sciences organizes DuuniExpo, which is held in Lahti.
The theories used in this thesis cover basic of events and business events. In addition, it discusses the importance of the event design. Moreover, eventscape model is used as a base for the research, as it shows several elements that can help to build a suitable environment for an event, which will have an impact on guests satisfaction.
The methods used for the research were based in the Service Design. Several tools were used in the different steps of the service design process in order to achieve better results. Service design tools used were customer profile, customer journey, service blueprint, shadowing, interviews and prototype.
Furthermore, the outcome from the information gathered with the research and its analysis enabled the development of ideas. The ideas suggested are done for the certain type of events analyzed during the process. The recommendations the researchers suggests are related to the event space design and several elements that can be added in order to enhance the attendees’ experiences
This thesis objectives are to research what are the main elements within the space of job and recruitment fairs that can influence the experiences of the participants. There were events from two companies analyzed in this research. CF-opiskelijamessut Oy is the company that organizes Contact Forum, in Helsinki and Lahti University of Applied Sciences organizes DuuniExpo, which is held in Lahti.
The theories used in this thesis cover basic of events and business events. In addition, it discusses the importance of the event design. Moreover, eventscape model is used as a base for the research, as it shows several elements that can help to build a suitable environment for an event, which will have an impact on guests satisfaction.
The methods used for the research were based in the Service Design. Several tools were used in the different steps of the service design process in order to achieve better results. Service design tools used were customer profile, customer journey, service blueprint, shadowing, interviews and prototype.
Furthermore, the outcome from the information gathered with the research and its analysis enabled the development of ideas. The ideas suggested are done for the certain type of events analyzed during the process. The recommendations the researchers suggests are related to the event space design and several elements that can be added in order to enhance the attendees’ experiences