For an SME, such as a family business, often it lacks the resources to fully understand the market, the customers and time to adequately adapt to the changes required. This thesis aims to use known theories of the market, along with different methods of data collection to test if the business, successfully implemented the goals set. Alongside with elaboration of the problem and the theories that challenge the same, the thesis also provides an overview that touch on historical points of the business and who the new person in charge is, how the data collection of interviews and observation will be used through the analysis and how they should be interpreted different areas. Finally, the findings collected through interviews, observations and a thorough analysis, indicate that the business had the correct approach in respect to change and adaptation, but they struggled with accounting to some key factors, being the employees and the nature of the business. It was as well noted that there core focus of customer satisfaction is not only hanging on one method, but it accommodates flexibility to delivering a good experience.
|Educations||MSocSc in Service Management, (Graduate Programme) Final Thesis|
|Number of pages||60|