Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
En kunds helhetsupplevelse under en föreställning på Karlstad CCC: En studie av Karlstad Congress Culture Center
2013 (Swedish)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Abstract

Karlstad CCC promotes economy and development throughout the region of Värmland, by hosting conferences and cultural events. The operator of Karlstad CCC is Visit Karlstad AB, they have the task to both operate and maintain the building. During public events such as concerts, it's Great Events of Karlstad (a sister company to Visit Karlstad AB) who rents the building and is the host for all the concerts. Karlstad CCC consists of a ground floor and a further three floors.

The problem discussion and the purpose of this master thesis is that through Servicescape, Sense Marketing and Influence: Science and Persuasion, the observations and interviews of the respondents, during two performances propose suggestions and improvements as the basis for improving the environment throughout the whole building.

These respondents’ observations and interviews will be the basis for identifying and analyzing the visitors’ negative experiences during a concert. By identifying these negative experiences Karlstad CCC will minimize effect of these, this means that customers can enjoy a whole concert without the negative moments and thus will the consumption of the customers grow, with that the revenues will also grow.

Two observations and interviews were conducted during two separate occations, in order to identify the visitors' customer experiences. The respondents' observations and interviews form the basis of the empirical basis of this master thesis. From the completed interviews, it emerged that the fee for the closet, queues to the bars, that there were too many people in a small area and the possibility of having a bar open after concerts have been aspects that been considered to have a negative experience for the respondents. This combined with the theory of Servicescape with more welcoming and comfortable environments will then create a customer experience without any negative aspects.

This will in the long term mean that Karlstad CCC will achieve their goals, which is to increase its average sales per visitor from 6-28 kr (in 2012) to 30 kr and increase visitor numbers at public events. Furthermore visitors will recommend Karlstad CCC to their friends and families, this will be the result of satisfied customers. With that in mind, Karlstad CCC will eventually become a profound cultural and conference center.

Place, publisher, year, edition, pages
2013. , 70 p.
Keyword [sv]
Servicescape, upplevelserum
National Category
Engineering and Technology
Identifiers
URN: urn:nbn:se:kau:diva-28632Local ID: FE:6OAI: oai:DiVA.org:kau-28632DiVA: diva2:640282
Subject / course
Industrial Engineering and Management, Master of Science
Supervisors
Examiners
Available from: 2013-08-20 Created: 2013-08-13 Last updated: 2017-08-16Bibliographically approved

Open Access in DiVA

fulltext(20719 kB)0 downloads
File information
File name FULLTEXT02.pdfFile size 20719 kBChecksum SHA-512
176e37e90ca1ee223be762db6501fd19736009f782d0a5e24c3fa2c6e32628a8b3db0eed1afa20d9117250883c20062e3bde1d5658b0e4a15d239765144e29ca
Type fulltextMimetype application/pdf

Engineering and Technology

Search outside of DiVA

GoogleGoogle Scholar
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

Total: 34 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf