Analyzing cost efficiency of customer service using the interactive kiosk : The case of Etäpalvelutekniikka Oy
Nguyen, Ngoc (2014)
Nguyen, Ngoc
Lapin ammattikorkeakoulu
2014
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201405097011
https://urn.fi/URN:NBN:fi:amk-201405097011
Tiivistelmä
This research aims to study cost efficiency of customer service using the interactive kiosk. The first objective of my research is to find out how the interactive kiosk can be used to conduct customer service. The second objective of my research is to analyze cost efficiency of customer service using the interactive kiosk. The Chief Executive Officer in Etäpalvelutekniikka Oy commissioned this research.
To achieve the research objectives, I studied previous literature and research on the concepts of customer service, the interactive kiosk, and the role of the interactive kiosk in customer service. Furthermore, I conducted research into cost efficiency of customer service, including the concept, the key cost components, and the steps to measure cost efficiency. Relevant sources were collected in order to profoundly understand cost efficiency of customer service using the interactive kiosk.
This qualitative research was conducted as a single case study for the case company Etäpalvelutekniikka Oy. Explanatory research approach was chosen to provide an insight into cost efficiency of customer service using the interactive kiosk. This research gathered relevant data from previous literature and research, my working experience, and an in-depth interview with the Chief Executive Officer of the case company.
On the basis of the theoretical discussions, my working experience, and the in-depth interview, the research results pointed out how and why customer service using the interactive kiosk is cost efficient. The research results are not only beneficial to the case company but also to its customers. In terms of the case company, this thesis research recommends the case company to recruit human resources from different time zones to reduce human resources cost. With regard to the case company’s customers, this research recommends that the case company’s customers should utilize both their existing human resources and the case company’s human resources to provide optimal cost efficient customer service. Furthermore, the case company’s customers are recommended to have their existing human resources trained with training programs provided by the case company.
To achieve the research objectives, I studied previous literature and research on the concepts of customer service, the interactive kiosk, and the role of the interactive kiosk in customer service. Furthermore, I conducted research into cost efficiency of customer service, including the concept, the key cost components, and the steps to measure cost efficiency. Relevant sources were collected in order to profoundly understand cost efficiency of customer service using the interactive kiosk.
This qualitative research was conducted as a single case study for the case company Etäpalvelutekniikka Oy. Explanatory research approach was chosen to provide an insight into cost efficiency of customer service using the interactive kiosk. This research gathered relevant data from previous literature and research, my working experience, and an in-depth interview with the Chief Executive Officer of the case company.
On the basis of the theoretical discussions, my working experience, and the in-depth interview, the research results pointed out how and why customer service using the interactive kiosk is cost efficient. The research results are not only beneficial to the case company but also to its customers. In terms of the case company, this thesis research recommends the case company to recruit human resources from different time zones to reduce human resources cost. With regard to the case company’s customers, this research recommends that the case company’s customers should utilize both their existing human resources and the case company’s human resources to provide optimal cost efficient customer service. Furthermore, the case company’s customers are recommended to have their existing human resources trained with training programs provided by the case company.