The Impact of Emotions in Customer Experience: CheapSleep Hostel Helsinki 2024
Baker, Josephyne (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024113031598
https://urn.fi/URN:NBN:fi:amk-2024113031598
Tiivistelmä
The aim of this thesis was to explore the impact emotions play in customer experience and discover the emotions commonly elicited in the customer experience at CheapSleep Hostel Helsinki. The purpose of this thesis revealed the role of emotions in a customer’s likeliness to review, recommend, and repurchase, all in which form customer loyalty and brand advocacy. The client, CheapSleep Hostel Helsinki, is a hostel providing affordable accommodation and promoting social interaction for making new friends.
The theoretical background informs readers about customer experience, customer journeys, customer experience management, employee experience, employee rounding, and employee expectations. Emotions and empathy play a significant role in customer experience and when not managed correctly, customer values can be contradicted, which impacts brand image and customer loyalty. The theoretical background proceeds in covering customers’ expectations, because implementing integrated experiences, providing human interaction, and personalizing journey’s forms a happy customer.
The research was conducted using qualitative research methodologies, interviews, and card-sorting, which was used for data collection. The interviews with hostel visitors were aimed at exploring which of the 20 emotions from “The Hierarchy of Emotional Value” (Figure 2.) was evoked throughout the customer experience at CheapSleep Hostel Helsinki. Also, discovering why, or how their emotions are driving or destroying long-term value and spending was crucial in managing their customer experience. The key findings from the interviews inspired the output of this thesis, the output is 4 development ideas for CheapSleep Hostel Helsinki.
The client has provided feedback about the thesis stating that the output gifts them the motivation to consider the emotions of guests in the future. The development ideas will be discussed and considered in the future with the management team of CheapSleep Hostel Helsinki to ensure good customer experiences are formed and positive emotions are elicited.
The theoretical background informs readers about customer experience, customer journeys, customer experience management, employee experience, employee rounding, and employee expectations. Emotions and empathy play a significant role in customer experience and when not managed correctly, customer values can be contradicted, which impacts brand image and customer loyalty. The theoretical background proceeds in covering customers’ expectations, because implementing integrated experiences, providing human interaction, and personalizing journey’s forms a happy customer.
The research was conducted using qualitative research methodologies, interviews, and card-sorting, which was used for data collection. The interviews with hostel visitors were aimed at exploring which of the 20 emotions from “The Hierarchy of Emotional Value” (Figure 2.) was evoked throughout the customer experience at CheapSleep Hostel Helsinki. Also, discovering why, or how their emotions are driving or destroying long-term value and spending was crucial in managing their customer experience. The key findings from the interviews inspired the output of this thesis, the output is 4 development ideas for CheapSleep Hostel Helsinki.
The client has provided feedback about the thesis stating that the output gifts them the motivation to consider the emotions of guests in the future. The development ideas will be discussed and considered in the future with the management team of CheapSleep Hostel Helsinki to ensure good customer experiences are formed and positive emotions are elicited.