Sustainable recycling service- IKEA Espoo/Vantaa
Vlahakis, Lindell; Sapkota, Bishnu (2014)
Vlahakis, Lindell
Sapkota, Bishnu
Laurea-ammattikorkeakoulu
2014
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2014060912196
https://urn.fi/URN:NBN:fi:amk-2014060912196
Tiivistelmä
Sustainability has been an essential element in business operations over a decade due to the fact of rising concern for the environment; climate change, pollution, wildlife and forest, and social causes. Economic, social and environmental growth needed to be endeavored in order to achieve sustainable development. Corporate social responsibility (CSR) tends to enforce strategies of the company towards social and environmental responsibility. However, CSR is customarily limited to good governance, accountability and transparency of firms. Stakeholders theory of CSR frameworks the importance of inclusive participation of various stakeholders; manager, employees, shareholders, customers, society, academics, governments and non- governmental institutions and corporate responsibility towards them in order to develop CSR strategies in comprehensive level.
IKEA is a leading brand in home furnishing and renounced for functional design offered at af-fordable price. According to IKEA’s sustainability strategy for 2020 – as responsible retailers they will run all their operations sustainably and help their customers and communities lead a sustainable and better life.
In this thesis, research was conducted primarily in quantitative method and supplemented by qualitative method. The qualitative method was carried out in the questionnaire via email to specific sample- “customers who have already used IKEA Espoo and Vantaa home delivery and recycling service during first quarter of 2014." This survey was aimed at finding out customers interest on recycling of second hand furniture, how they would prefer IKEA deal with second hand furniture if it is still in working condition, and how much extra customer are willing to pay in order for IKEA take their recyclable items to charity organizations. Observation was conducted to study home delivery and recycling service from customer’s perspective.
Outcomes of the observation point out that information regarding recyclable items was unclear in IKEA home delivery leaflets. Customer may face unpleasant service experience if IKEA fulfil partial responsibility in accordance to recycling service package. The finding of the survey indicated that customers are willing to pay extra fee on top of current recycling service charge, to favor IKEA should take second hand furniture if still in working condition to charitable organizations.
IKEA is a leading brand in home furnishing and renounced for functional design offered at af-fordable price. According to IKEA’s sustainability strategy for 2020 – as responsible retailers they will run all their operations sustainably and help their customers and communities lead a sustainable and better life.
In this thesis, research was conducted primarily in quantitative method and supplemented by qualitative method. The qualitative method was carried out in the questionnaire via email to specific sample- “customers who have already used IKEA Espoo and Vantaa home delivery and recycling service during first quarter of 2014." This survey was aimed at finding out customers interest on recycling of second hand furniture, how they would prefer IKEA deal with second hand furniture if it is still in working condition, and how much extra customer are willing to pay in order for IKEA take their recyclable items to charity organizations. Observation was conducted to study home delivery and recycling service from customer’s perspective.
Outcomes of the observation point out that information regarding recyclable items was unclear in IKEA home delivery leaflets. Customer may face unpleasant service experience if IKEA fulfil partial responsibility in accordance to recycling service package. The finding of the survey indicated that customers are willing to pay extra fee on top of current recycling service charge, to favor IKEA should take second hand furniture if still in working condition to charitable organizations.