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Improving customer experience of a public service using Service Design methodologies
(2023)
This master thesis project studied the customer experience in the career counselling service in the Competence Centre for Highly Educated Immigrants in the City of Espoo using service design methodologies in September-November ...
Stabilizing positive Customer Experience during employee changes
(2022)
Managing customer experience has become one of the key success factors in business. In organizations where personal relationship between the customer and the salesperson are strong, the changes within the employees can ...
Measuring Customer Experience in Event Marketing
(2022)
This thesis is conducted as a commission for Sisters & Company Oy, an event marketing agency, based in Espoo, Finland. Thesis is commissioned to help the company with their customer experience measurement and to help them ...
The customer experience at Helsinki Airport in general and during Covid-19
(2022)
This thesis is a qualitative study and covers the customer experience functions of Helsinki Airport. The research examines the customer experience of the airport in general and during a pandemic. Likewise, what kind of ...
Customer Study for Timma Ltd.
(2022)
Understanding and responding to customers’ needs is vital for company’s success. Satisfied customers are loyal to the company, consume more products and are more likely to recommend the services to other people.
This ...
Employing Customer Values in a Small Business
(2022)
The thesis emanates from the researcher’s role as an entrepreneur and is rooted in the interest of serving customers better through understanding which values they prioritize when considering purchasing a product or service. ...
Working in Customer Service Recovery
(2022)
This is a diary thesis about working in customer service recovery at an appliance manufacturer.
Diary Thesis - Rainmaker
(2023)
This diary-based thesis is provided to follow the author's development and progress in her time at the job.
The thesis is written between November 2022 and January 2023, it includes an observation period of eight weeks ...
Developing an online course using service design. Case: Company X
(2022)
The current market situation is rapidly changing. Customers' service expectations are changing, and demand is increasing both online and offline. As a result, many existing businesses will be forced to adapt to provide ...
Competence development in customer experience and event management
(2022)
This thesis focuses on the author’s job as a customer service coordinator and event manager. The purpose of this thesis is to analyse author’s professional skills, capabilities and professional development over nine weeks ...