DEVELOPING CUSTOMER-ORIENTED SERVICES FOR RUSSIAN GUESTS IN KATINKULTA
Hanhisuanto, Sari; Haverinen, Sari (2007)
Hanhisuanto, Sari
Haverinen, Sari
Kajaanin ammattikorkeakoulu
2007
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201001261588
https://urn.fi/URN:NBN:fi:amk-201001261588
Tiivistelmä
This thesis was a desktop research commissioned by Holiday Club Hotel Katinkulta. The aim of the
work was to give suggestions on how to improve customer-oriented services for Russian guests visiting
the resort.
At the moment, Russian guests visit Katinkulta mainly in the time of New Year. Katinkulta has acknowledged
that there are some points to be improved concerning the services offered throughout the
year. The aim was to find out the areas of improvement and give general suggestions for developing the
operations in relation to Russian guests.
The schedule for the work was autumn 2007. The process began with gathering information on the basic
concepts relating to the theories in tourism, consumer behaviour and customer orientation. It was
followed by necessary information on Russia and Katinkulta. An interview with a sales secretary working
in Katinkulta was conducted in order to gain complementary information on the company’s customer-
oriented services for Russian guests.
As a result, suggestions for development were made in order to give some guidelines for Katinkulta to
use. These suggestions were given by utilizing the information gathered.
work was to give suggestions on how to improve customer-oriented services for Russian guests visiting
the resort.
At the moment, Russian guests visit Katinkulta mainly in the time of New Year. Katinkulta has acknowledged
that there are some points to be improved concerning the services offered throughout the
year. The aim was to find out the areas of improvement and give general suggestions for developing the
operations in relation to Russian guests.
The schedule for the work was autumn 2007. The process began with gathering information on the basic
concepts relating to the theories in tourism, consumer behaviour and customer orientation. It was
followed by necessary information on Russia and Katinkulta. An interview with a sales secretary working
in Katinkulta was conducted in order to gain complementary information on the company’s customer-
oriented services for Russian guests.
As a result, suggestions for development were made in order to give some guidelines for Katinkulta to
use. These suggestions were given by utilizing the information gathered.