Supervisory work development in a small service organisation : a case study at Pereensaaren Sauna
Railevirta, Sade (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025120733275
https://urn.fi/URN:NBN:fi:amk-2025120733275
Tiivistelmä
This thesis examines how supervisory work shapes customer experience in a small service organisation through a ten-week reflective diary study at Pereensaaren Sauna in Pirkkala, Finland. The theoretical framework combines service leadership, teamwork and service climate literature with models of service quality and reflective practice. The research questions focus on how everyday supervisory actions influence staff behaviour and customer perceptions, and how structured reflection can be used to develop supervisory work and customer experience.
The empirical data consist of weekly diary entries written by the author in her role as shift supervisor. The diaries were analysed qualitatively using pattern matching against the theoretical framework and mechanism-based reasoning to trace links between supervisory practices, internal service climate and customer outcomes.
The findings show that supervisory behaviour affects customer experience mainly through its impact on team coordination, emotional climate and the management of customer expectations. Key mechanisms included clear division of responsibilities, calm presence during peak times, active on-the-spot coaching, transparent communication about waiting times and systematic cleaning routines. The diary-based reflection supported continuous small improvements in shift structures, communication and use of the physical environment.
The study concludes that in small service organisations, supervisory work is a central lever for developing customer experience. For practitioners, it highlights the value of simple, concrete supervisory routines and regular reflective practice as cost-effective tools for improving service quality.
The empirical data consist of weekly diary entries written by the author in her role as shift supervisor. The diaries were analysed qualitatively using pattern matching against the theoretical framework and mechanism-based reasoning to trace links between supervisory practices, internal service climate and customer outcomes.
The findings show that supervisory behaviour affects customer experience mainly through its impact on team coordination, emotional climate and the management of customer expectations. Key mechanisms included clear division of responsibilities, calm presence during peak times, active on-the-spot coaching, transparent communication about waiting times and systematic cleaning routines. The diary-based reflection supported continuous small improvements in shift structures, communication and use of the physical environment.
The study concludes that in small service organisations, supervisory work is a central lever for developing customer experience. For practitioners, it highlights the value of simple, concrete supervisory routines and regular reflective practice as cost-effective tools for improving service quality.