Optimizing SSP Finland’s service concept in compensation situations using an electronic voucher system
Kirsi, Henri (2013)
HAAGA-HELIA ammattikorkeakoulu
2013
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2013112518160
https://urn.fi/URN:NBN:fi:amk-2013112518160
Tiivistelmä
This Bachelor’s Thesis analyzes case company SSP Finland’s service concept in compensation situations and makes developmental recommendations in order to optimize the process. The study is based on an electronic voucher tool that the case company wants to further utilize in the aforementioned situations.
The case company SSP Finland is the leading provider of restaurant and caféteria services at Helsinki-Vantaa airport. SSP Finland cooperate with travel agencies and in case there is a delay or cancellation in a flight departure travel agencies compensate flight customers by offering free products from SSP Finland’s kiosks and cafés. Currently this is done manually but SSP Finland wants to transform this process onto an electronic platform.
The study started in the spring of 2012 when the author contacted SSP Finland. The thesis topic was worked on by the commissioning company and the author. This thesis studies a real life business problem.
The research consists of a theory part containing a study of service design, B2B buying behavior and certain aspects of service management. A qualitative research in the form of thematic interviews follows. The qualitative research covers current and potential clients. The purpose of the interviews was to find out why compensations are not handled electronically, and how the electronic voucher process needs to be modified in order make it the superior option.
The research revealed that there were several practical problems related to the electronic voucher which were the reason why travel agencies had been reluctant to invest in it. The reasons were categorized into three types: Unfunctioning technology, insufficient compensation content and non-strategic marketing. Based on the gathered information and categorization a service optimization plan was created.
The case company SSP Finland is the leading provider of restaurant and caféteria services at Helsinki-Vantaa airport. SSP Finland cooperate with travel agencies and in case there is a delay or cancellation in a flight departure travel agencies compensate flight customers by offering free products from SSP Finland’s kiosks and cafés. Currently this is done manually but SSP Finland wants to transform this process onto an electronic platform.
The study started in the spring of 2012 when the author contacted SSP Finland. The thesis topic was worked on by the commissioning company and the author. This thesis studies a real life business problem.
The research consists of a theory part containing a study of service design, B2B buying behavior and certain aspects of service management. A qualitative research in the form of thematic interviews follows. The qualitative research covers current and potential clients. The purpose of the interviews was to find out why compensations are not handled electronically, and how the electronic voucher process needs to be modified in order make it the superior option.
The research revealed that there were several practical problems related to the electronic voucher which were the reason why travel agencies had been reluctant to invest in it. The reasons were categorized into three types: Unfunctioning technology, insufficient compensation content and non-strategic marketing. Based on the gathered information and categorization a service optimization plan was created.