Improving the customer journey in a zero waste restaurant setting: Case Restaurant Nolla
Kolosov, Makar (2023)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023120534456
https://urn.fi/URN:NBN:fi:amk-2023120534456
Tiivistelmä
This product based thesis was commissioned by Restaurant Nolla. This product based thesis aims to improve the customer service journey in a zero waste restaurant setting through customer journey mapping, with a sub aim of improving the Restaurant Nolla brand memorability. The objectives have focused on improving established practices through literary research and customer feedback. The product produced in the thesis writing process will help the commissioner to spread the restaurant's mission further. The thesis process was conducted between August 2023 and December 2023.
The author conducted a secondary analysis to collect data for the thesis, combining customer feedback and staff interviews. The author conducted literature research based on the collected data to support the findings and the final product.
The theoretical framework created by the author combined the most appropriate topics from the literary research and is illustrated in one complete table. The framework has guided the creation of the product to its completion. The primary research, the customer feedback forms and semi structured interviews with staff have been conducted to identify focus points for the final product.
The final thesis product is shown in the appendix. The recommendations for improving the customer journey in a zero waste restaurant were crafted to illustrate and suggest cost effective and easily implementable practice changes to better match Restaurant Nolla's customer expectations. The practical guidelines can be applied in any order, enabling the commissioner to use the best judgment to develop the customer journey in Nolla further.
The Referencing of the thesis is done using Haaga Helia guidelines.
The author conducted a secondary analysis to collect data for the thesis, combining customer feedback and staff interviews. The author conducted literature research based on the collected data to support the findings and the final product.
The theoretical framework created by the author combined the most appropriate topics from the literary research and is illustrated in one complete table. The framework has guided the creation of the product to its completion. The primary research, the customer feedback forms and semi structured interviews with staff have been conducted to identify focus points for the final product.
The final thesis product is shown in the appendix. The recommendations for improving the customer journey in a zero waste restaurant were crafted to illustrate and suggest cost effective and easily implementable practice changes to better match Restaurant Nolla's customer expectations. The practical guidelines can be applied in any order, enabling the commissioner to use the best judgment to develop the customer journey in Nolla further.
The Referencing of the thesis is done using Haaga Helia guidelines.