Service Design as a Marketing Tool in Business Development Strategy at Feeniks Visual Oy
Tran, Nhat Ha (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023123039208
https://urn.fi/URN:NBN:fi:amk-2023123039208
Tiivistelmä
The purpose of this bachelor’s thesis is to study the phenomena of service design and its exploitation as a marketing tool in business development strategy. The research aims to answer the key research questions and two other sub-questions, in which what kind of service design process and tools that could helps the business to thrive.
The theoretical aspect of the thesis discusses service design terms, principles of service design, service design process, service design tools and takes a glance at the business-to-business customer service characteristics. These concepts form the foundation for understanding and applying service design in the practical business-to-business context of the commissioner. The empirical framework consists of a research that was conducted by qualitative interviews and open-ended survey questions, together with some parts of the quantitative Likert scale questionnaire. These methods comprehensively reveal the perspectives and outlooks of the commissioner and customer perspectives.
The findings and recommendations of the research lead to a thorough evaluation of the service design tool usages and simulations which would benefit the business and draw various directions of development for its customer experiences as a whole.
The theoretical aspect of the thesis discusses service design terms, principles of service design, service design process, service design tools and takes a glance at the business-to-business customer service characteristics. These concepts form the foundation for understanding and applying service design in the practical business-to-business context of the commissioner. The empirical framework consists of a research that was conducted by qualitative interviews and open-ended survey questions, together with some parts of the quantitative Likert scale questionnaire. These methods comprehensively reveal the perspectives and outlooks of the commissioner and customer perspectives.
The findings and recommendations of the research lead to a thorough evaluation of the service design tool usages and simulations which would benefit the business and draw various directions of development for its customer experiences as a whole.