News

The aim of the present thesis is to chart the criteria required for a valid social impact evaluation (SIE) in social enterprises (SE) and to make suggestions for improving the evaluation tools; this is based on an Estonian example. SE is an organisation whose primary goal is to add social value for its multiple stakeholders, who are engaged in the design of the activities, which are (at least partially) financed through entrepreneurial actions. Social impact is a traceable difference in people's behaviour; it appears in the interaction between the organisation and its diverse stakeholders.

Delivering superior customer experience has become a critical success factor for many organizations during the last decade. Customer experience is evoked using clues provided by the organization, and appraised based on the customer's perceptions and background. Customer experience involves the customer's subjective and holistic response to interactions with the organization and its service. From the customer experience perspective, it is not the product or service that is the object of production and the conveyor of value to the customer, but the evoked customer experience.