Employee Experience in the Finnish Charter Coach industry – A Case Study
Hiltunen, Tony-Michael (2022)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022120727119
https://urn.fi/URN:NBN:fi:amk-2022120727119
Tiivistelmä
The worldwide transport industry is currently facing a driver shortage. In Europe the situation is equally bad. Driver shortage has increased. There is no previous research regarding Employee Experience (EX) in the Charter Coach industry. The aim of this study was to produce new knowledge on how EX could be improved in the Finnish Charter Coach industry. The purpose of the study was to respond to the underlying issues in the coach industry, using Employee experience as a method to solve the staff shortage in the industry. The research questions were: 1. What are the main EX-factors, and how do they manifest in the Finnish Charter Coach industry, according to the drivers? 2. What EX factors should be focused on to improve the EX in Finnish Charter Coach companies, based on the drivers’ experiences? 3. How could driver shortage be addressed according to the driver in Charter Coach Companies? and 4. How could EX be implemented in Finnish Charter Coach companies?
This is a collective case study. The study subjects were chosen through purposeful sampling via invitations to the study through an industry association. Study subjects (n=6) were chosen based on the order of response. Data was collected using semi-structured interviews during 9/2022. Data was analysed through deductive content analysis, guided by the theoretical framework of EX and driver shortage.
The study found that components regarding EX and driver shortage could be found in all study related categories: strategy and culture, community, physical spaces and environment, technology and tools, activities, driver shortage. The result showed that the Charter Coach industry has a strong EX in the community category. The study further concluded that in all other categories there were room for improvements. The study has produced recommendations for the industry.
This is a collective case study. The study subjects were chosen through purposeful sampling via invitations to the study through an industry association. Study subjects (n=6) were chosen based on the order of response. Data was collected using semi-structured interviews during 9/2022. Data was analysed through deductive content analysis, guided by the theoretical framework of EX and driver shortage.
The study found that components regarding EX and driver shortage could be found in all study related categories: strategy and culture, community, physical spaces and environment, technology and tools, activities, driver shortage. The result showed that the Charter Coach industry has a strong EX in the community category. The study further concluded that in all other categories there were room for improvements. The study has produced recommendations for the industry.