Developing service culture to enhance customer experience by improving employee interaction with customers
Bezek, Christopher (2020)
2020
All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020061719018
https://urn.fi/URN:NBN:fi:amk-2020061719018
Tiivistelmä
The objective of this study is to enhance the service culture of GOGO by improving the interactions employees have with customers. The purpose of this study is to examine the current culture of GOGO and to cross examine literature to discover how the company’s culture can be enhanced. The focus of this study is to develop attitudes and practices that will improve the employees’ interactions with customers by examining what customer experience is and what are some common customer expectations based on recent research.
The data concerning the commissioning company was collected by method of an unstructured interview with the management of the company. The data was collected to discover the needs of the company to develop the objective, purpose and research topics of this study. The literature review was then conducted to develop the conclusions of the study.
It was concluded that the attitudes and practices of the employees required development. It was also concluded that by applying the attitudes based on GOGO’s values the employees’ ability to collect information about the customer, which is foundational to successful interactions, will improve. Furthermore, by understanding what an experience is and what common expectations are, the practices that will improve employee interactions with customers were discovered.
The data concerning the commissioning company was collected by method of an unstructured interview with the management of the company. The data was collected to discover the needs of the company to develop the objective, purpose and research topics of this study. The literature review was then conducted to develop the conclusions of the study.
It was concluded that the attitudes and practices of the employees required development. It was also concluded that by applying the attitudes based on GOGO’s values the employees’ ability to collect information about the customer, which is foundational to successful interactions, will improve. Furthermore, by understanding what an experience is and what common expectations are, the practices that will improve employee interactions with customers were discovered.