Enhancing global business opportunities : the development of Tampere Chamber of Commerce's internationalisation services
Reetta, Heinonkoski (2023)
2023
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023121135944
https://urn.fi/URN:NBN:fi:amk-2023121135944
Tiivistelmä
The global business landscape has undergone significant shifts, marked by the disruptions caused by the COVID-19 pandemic and geopolitical conflicts. Even though affected by the worldwide crisis, pursuing international business opportunities is essential for economic growth and organisational success. This thesis centres on enhancing Tampere CCI’s internationalisation services to empower regional export companies to expand their global operations. The objective is to develop customer relationships and understand the current state of Tampere CCI's internationalisation services, investigate differences in perceptions among micro, SMEs, and LSEs, and identify emerging needs within the dynamic global environment.
The thesis studies service quality with SERVPERF theory based on customer perception. Informed by a customer-centric strategy, the thesis focuses on the role of service quality in shaping the customer experience, emphasising the con tinuous commitment to improving customer satisfaction. The findings of this thesis provide valuable insights into the current state of Tam pere CCI's internationalisation services, highlighting areas for improvement and adaptation. The analysis differentiates perceptions among micro, SME, and LSE companies, enabling tailored services to meet the diverse needs of companies. In a time of global uncertainties, the research identifies emerging needs, support ing Tampere CCI in remaining responsive and adaptive.
The thesis studies service quality with SERVPERF theory based on customer perception. Informed by a customer-centric strategy, the thesis focuses on the role of service quality in shaping the customer experience, emphasising the con tinuous commitment to improving customer satisfaction. The findings of this thesis provide valuable insights into the current state of Tam pere CCI's internationalisation services, highlighting areas for improvement and adaptation. The analysis differentiates perceptions among micro, SME, and LSE companies, enabling tailored services to meet the diverse needs of companies. In a time of global uncertainties, the research identifies emerging needs, support ing Tampere CCI in remaining responsive and adaptive.