Study Guide

Learning outcomes

The student is able to:
- explain the nature of services as a part of customer experience
- describe the role of service offering to providing customer-oriented services
- define service quality factors
- collect market information and use it to understand consumer behaviour

Grading scale

H-5

Learning outcomes

The student is able to:
- explain the nature of services as a part of customer experience
- describe the role of service offering to providing customer-oriented services
- define service quality factors
- collect market information and use it to understand consumer behaviour

Grading scale

H-5

Learning outcomes

The student is able to:
- explain the nature of services as a part of customer experience
- describe the role of service offering to providing customer-oriented services
- define service quality factors
- collect market information and use it to understand consumer behaviour

Grading scale

H-5

Learning outcomes

The student is able to:
- explain the nature of services as a part of customer experience
- describe the role of service offering to providing customer-oriented services
- define service quality factors
- collect market information and use it to understand consumer behaviour

Grading scale

H-5

Learning outcomes

The student is able to:
- communicate in English in a professional way in one’s own field of study
- apply intercultural management and theories into a futures and design thinking project in English
- plan and develop services by applying futures and design thinking in English

Teaching methods

The course is mainly implemented on the Leppävaara campus as face-to-face teaching, including e.g. workshop days. Part of the learning takes place on the Canvas online platform as teamwork. If possible, the study course includes one or more visits, the exact dates will be reviewed at the first time of the study course.

Learning materials and recommended literature

Design Thinking materials and theory books:

Finland Futures Research Centre (FFRC)
https://www.utu.fi/en/university/turku-school-of-economics/finland-futures-research-centre

The Finnish Innovation Fund Sitra
https://www.sitra.fi/en/themes/foresight-and-insight/#contact

Lupton, E. Graphic design thinking : beyond brainstorming. 2011.Princeton Architectural Press ; Maryland Institute College of Art. https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=3387597Links to an external site.

Luchs, Michael G. ; Griffin, Abbie ; Swan, Scott. 2015. Design Thinking. Wiley-Blackwell.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=4041673Links to an external site.

Service Design ­ Practical access to an evolving field, Moriz Stefan. 2009.Links to an external site.

Laurea LibGuide

Osterwalder, A., Pigneur, Y., Bernarda, G. & Smith, A. 2014. Value proposition design: how to create products and services customers want. New Jersey: Hoboken, John Wiley & Sons Inc. E-book: https://laurea.finna.fi/Record/nelli01.2670000000592458Links to an external site.

Schneider, J. & Stickdorn, M. 2011. This is Service Design Thinking Basics – Tools – Cases. BIS Publishers. Amsterdam. E-book: https://laurea.finna.fi/Record/laurus.74054 Links to an external site.

Stickdorn, M., Lawrence, A. & Schneider, J. (2018). This is service design doing. Media Inc. O’Reilly.
E-book: https://laurea.finna.fi/Record/nelli01.4100000002045871Links to an external site.

Saunders_2009_Research_Methods_for_Business_Students.pdf

Alternative completion methods of implementation

Can be arranged separately with the responsible teacher before the beginning of the study period

Co-operation with working life and/or RDI

The course is implemented in close cooperation with working life. The tasks of the study course are linked in a practical way to current phenomena in the field.

Forms of internationality

At the heart of the study course is internationality, students get to learn about international hospitality industry operations from different perspectives

Students workload

One credit corresponds to 26.7 hours of student work. This course is 10 ECTS credits, i.e. approximately 267 hours of active work. Part of the learning takes place on campus, but the student must actively set aside time for assignments and learning outside of class.

Grading scale

H-5

Evaluation methods and criteria

On this course, evaluation criteria 2 is used.
Please, check current information in student intranet through this link:
https://laureauas.sharepoint.com/sites/studentEn_studyperformancesandevaluation/SitePages/Evaluation-criteria-for-Bachelor%27s-studies.aspx

Evaluation criteria, fail (0)

On this course, evaluation criteria 2 is used.
Please, check current information in student intranet through this link:
https://laureauas.sharepoint.com/sites/studentEn_studyperformancesandevaluation/SitePages/Evaluation-criteria-for-Bachelor%27s-studies.aspx

Evaluation criteria, satisfactory (1-2)

On this course, evaluation criteria 2 is used.
Please, check current information in student intranet through this link:
https://laureauas.sharepoint.com/sites/studentEn_studyperformancesandevaluation/SitePages/Evaluation-criteria-for-Bachelor%27s-studies.aspx

Evaluation criteria, good (3-4)

On this course, evaluation criteria 2 is used.
Please, check current information in student intranet through this link:
https://laureauas.sharepoint.com/sites/studentEn_studyperformancesandevaluation/SitePages/Evaluation-criteria-for-Bachelor%27s-studies.aspx

Evaluation criteria, excellent (5)

On this course, evaluation criteria 2 is used.
Please, check current information in student intranet through this link:
https://laureauas.sharepoint.com/sites/studentEn_studyperformancesandevaluation/SitePages/Evaluation-criteria-for-Bachelor%27s-studies.aspx

Learning outcomes

The student is able to:
- communicate in English in a professional way in one’s own field of study
- apply intercultural management and theories into a futures and design thinking project in English
- plan and develop services by applying futures and design thinking in English

Teaching methods

The course is mainly implemented on the Leppävaara campus as face-to-face teaching, including e.g. workshop days. Part of the learning takes place on the Canvas online platform as teamwork. If possible, the study course includes one or more visits, the exact dates will be reviewed at the first time of the study course.

Learning materials and recommended literature

Design Thinking materials and theory books:

Finland Futures Research Centre (FFRC)
https://www.utu.fi/en/university/turku-school-of-economics/finland-futures-research-centre

The Finnish Innovation Fund Sitra
https://www.sitra.fi/en/themes/foresight-and-insight/#contact

Lupton, E. Graphic design thinking : beyond brainstorming. 2011.Princeton Architectural Press ; Maryland Institute College of Art. https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=3387597Links to an external site.

Luchs, Michael G. ; Griffin, Abbie ; Swan, Scott. 2015. Design Thinking. Wiley-Blackwell.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=4041673Links to an external site.

Service Design ­ Practical access to an evolving field, Moriz Stefan. 2009.Links to an external site.

Laurea LibGuide

Osterwalder, A., Pigneur, Y., Bernarda, G. & Smith, A. 2014. Value proposition design: how to create products and services customers want. New Jersey: Hoboken, John Wiley & Sons Inc. E-book: https://laurea.finna.fi/Record/nelli01.2670000000592458Links to an external site.

Schneider, J. & Stickdorn, M. 2011. This is Service Design Thinking Basics – Tools – Cases. BIS Publishers. Amsterdam. E-book: https://laurea.finna.fi/Record/laurus.74054 Links to an external site.

Stickdorn, M., Lawrence, A. & Schneider, J. (2018). This is service design doing. Media Inc. O’Reilly.
E-book: https://laurea.finna.fi/Record/nelli01.4100000002045871Links to an external site.

Saunders_2009_Research_Methods_for_Business_Students.pdf

Alternative completion methods of implementation

Can be arranged separately with the responsible teacher before the beginning of the study period

Co-operation with working life and/or RDI

The course is implemented in close cooperation with working life. The tasks of the study course are linked in a practical way to current phenomena in the field.

Forms of internationality

At the heart of the study course is internationality, students get to learn about international hospitality industry operations from different perspectives

Students workload

One credit corresponds to 26.7 hours of student work. This course is 10 ECTS credits, i.e. approximately 267 hours of active work. Part of the learning takes place on campus, but the student must actively set aside time for assignments and learning outside of class.

Grading scale

H-5

Evaluation methods and criteria

On this course, evaluation criteria 2 is used.
Please, check current information in student intranet through this link:
https://laureauas.sharepoint.com/sites/studentEn_studyperformancesandevaluation/SitePages/Evaluation-criteria-for-Bachelor%27s-studies.aspx

Evaluation criteria, fail (0)

On this course, evaluation criteria 2 is used.
Please, check current information in student intranet through this link:
https://laureauas.sharepoint.com/sites/studentEn_studyperformancesandevaluation/SitePages/Evaluation-criteria-for-Bachelor%27s-studies.aspx

Evaluation criteria, satisfactory (1-2)

On this course, evaluation criteria 2 is used.
Please, check current information in student intranet through this link:
https://laureauas.sharepoint.com/sites/studentEn_studyperformancesandevaluation/SitePages/Evaluation-criteria-for-Bachelor%27s-studies.aspx

Evaluation criteria, good (3-4)

On this course, evaluation criteria 2 is used.
Please, check current information in student intranet through this link:
https://laureauas.sharepoint.com/sites/studentEn_studyperformancesandevaluation/SitePages/Evaluation-criteria-for-Bachelor%27s-studies.aspx

Evaluation criteria, excellent (5)

On this course, evaluation criteria 2 is used.
Please, check current information in student intranet through this link:
https://laureauas.sharepoint.com/sites/studentEn_studyperformancesandevaluation/SitePages/Evaluation-criteria-for-Bachelor%27s-studies.aspx

Learning outcomes

The student is able to:
- create and develop a responsible business
- independently or as part of a team implement a business development project
- analyse global markets and commercialise business operations

Grading scale

H-5

Learning outcomes

The student is able to:
- describe the stages of starting a business
- interpret contracts and laws related to business operations
- define the importance of financial management and use financial information in decision-making
- apply competitive methods in marketing

Teaching methods

The implementation plan is available in Finnish.

Grading scale

H-5

Learning outcomes

The student is able to:
- describe the stages of starting a business
- interpret contracts and laws related to business operations
- define the importance of financial management and use financial information in decision-making
- apply competitive methods in marketing

Teaching methods

The implementation plan is available in Finnish.

Grading scale

H-5

Learning outcomes

The student is able to:
- describe the key functions and processes of the business
- explain the types of companies and taxation principles
- describe the opportunities offered by entrepreneurship and the social impact of companies
- define the significance of self-management and peer management as part of a performance-responsible team and work community
- apply basic corporate communications and negotiation skills in practice

Grading scale

H-5

Learning outcomes

The student is able to:
- describe the key functions and processes of the business
- explain the types of companies and taxation principles
- describe the opportunities offered by entrepreneurship and the social impact of companies
- define the significance of self-management and peer management as part of a performance-responsible team and work community
- apply basic corporate communications and negotiation skills in practice

Grading scale

H-5

Learning outcomes

The student is able to:
- describe the key functions and processes of the business
- explain the types of companies and taxation principles
- describe the opportunities offered by entrepreneurship and the social impact of companies
- define the significance of self-management and peer management as part of a performance-responsible team and work community
- apply basic corporate communications and negotiation skills in practice

Grading scale

H-5

Learning outcomes

The student is able to:
- describe the key functions and processes of the business
- explain the types of companies and taxation principles
- describe the opportunities offered by entrepreneurship and the social impact of companies
- define the significance of self-management and peer management as part of a performance-responsible team and work community
- apply basic corporate communications and negotiation skills in practice

Grading scale

H-5

Learning outcomes

The student is able to:
- describe the characteristics and significance of the tourism sector in Finland
- name and explain key concepts and actors in the sector
- explain the key elements of a tourism service and product
- explain the forms of tourism and the reasons for travelling

Teaching methods

The implementation plan is available in Finnish.

Grading scale

H-5

Learning outcomes

The student is able to:
- describe the characteristics and significance of the tourism sector in Finland
- name and explain key concepts and actors in the sector
- explain the key elements of a tourism service and product
- explain the forms of tourism and the reasons for travelling

Teaching methods

The implementation plan is available in Finnish.

Grading scale

H-5

Learning outcomes

The student is able to:
- describe the characteristics and significance of the tourism sector in Finland
- name and explain key concepts and actors in the sector
- explain the key elements of a tourism service and product
- explain the forms of tourism and the reasons for travelling

Grading scale

H-5

Learning outcomes

The student is able to:
- describe the characteristics and significance of the tourism sector in Finland
- name and explain key concepts and actors in the sector
- explain the key elements of a tourism service and product
- explain the forms of tourism and the reasons for travelling

Grading scale

H-5

Learning outcomes

The student is able to:
- plan and implement a service design project using co-creation methods
- organise work as a facilitator
- develop a service concept that enhances customer value, using future information

Teaching methods

The implementation plan is available in Finnish.

Grading scale

H-5

Learning outcomes

The student is able to:
- plan and implement a service design project using co-creation methods
- organise work as a facilitator
- develop a service concept that enhances customer value, using future information

Teaching methods

The implementation plan is available in Finnish.

Grading scale

H-5

Learning outcomes

The student is able to:
- plan and implement a service design project using co-creation methods
- organise work as a facilitator
- develop a service concept that enhances customer value, using future information

Teaching methods

The implementation plan is available in Finnish.

Grading scale

H-5

Learning outcomes

The student is able to:
- plan and implement a service design project using co-creation methods
- organise work as a facilitator
- develop a service concept that enhances customer value, using future information

Teaching methods

The implementation plan is available in Finnish.

Grading scale

H-5

Learning outcomes

The student is able to:
- define and explain the concept of future thinking
- describe the importance of collecting and utilising future information in developing a service enterprise
- describe the phases of the service design process
- name and explain co-creation methods

Grading scale

H-5

Learning outcomes

The student is able to:
- define and explain the concept of future thinking
- describe the importance of collecting and utilising future information in developing a service enterprise
- describe the phases of the service design process
- name and explain co-creation methods

Grading scale

H-5

Learning outcomes

The student is able to
- describe the key characteristics of the food services sector
- define and explain the quality factors of customer-oriented food services
- practically apply the quality factors of customer-oriented service in dining room and kitchen operations
- take an interactive and workplace-oriented approach as a member of a multicultural work community

Teaching methods

The implementation plan is available in Finnish.

Grading scale

H-5

Learning outcomes

The student is able to
- describe the key characteristics of the food services sector
- define and explain the quality factors of customer-oriented food services
- practically apply the quality factors of customer-oriented service in dining room and kitchen operations
- take an interactive and workplace-oriented approach as a member of a multicultural work community

Teaching methods

The implementation plan is available in Finnish.

Grading scale

H-5

Learning outcomes

The student is able to
- describe the key characteristics of the food services sector
- define and explain the quality factors of customer-oriented food services
- practically apply the quality factors of customer-oriented service in dining room and kitchen operations
- take an interactive and workplace-oriented approach as a member of a multicultural work community

Teaching methods

The implementation plan is available in Finnish.

Grading scale

H-5

Learning outcomes

The student is able to
- describe the key characteristics of the food services sector
- define and explain the quality factors of customer-oriented food services
- practically apply the quality factors of customer-oriented service in dining room and kitchen operations
- take an interactive and workplace-oriented approach as a member of a multicultural work community

Teaching methods

The implementation plan is available in Finnish.

Grading scale

H-5

Learning outcomes

The student is able to:
- plan and implement a customer-oriented, commercially viable service package
- analyse and develop service processes in the food and beverage sector
- provide customer-oriented services in a food services sector environment in practice
- take an interactive and workplace-oriented approach as a member of a multicultural work community

Grading scale

H-5

Learning outcomes

The student is able to:
- plan and implement a customer-oriented, commercially viable service package
- analyse and develop service processes in the food and beverage sector
- provide customer-oriented services in a food services sector environment in practice
- take an interactive and workplace-oriented approach as a member of a multicultural work community

Grading scale

H-5

Learning outcomes

The student is able to:
- plan and implement a customer-oriented, commercially viable service package
- analyse and develop service processes in the food and beverage sector
- provide customer-oriented services in a food services sector environment in practice
- take an interactive and workplace-oriented approach as a member of a multicultural work community

Grading scale

H-5

Learning outcomes

The student is able to:
- plan and implement a customer-oriented, commercially viable service package
- analyse and develop service processes in the food and beverage sector
- provide customer-oriented services in a food services sector environment in practice
- take an interactive and workplace-oriented approach as a member of a multicultural work community

Grading scale

H-5

Learning outcomes

The student is able to:
- name and explain key food and beverage concepts
- describe the significance of food and beverages as a whole in producing experiences
- design a commercial food and beverage offering for an experience in a customer-oriented manner

Grading scale

H-5

Learning outcomes

The student is able to:
- name and explain key food and beverage concepts
- describe the significance of food and beverages as a whole in producing experiences
- design a commercial food and beverage offering for an experience in a customer-oriented manner

Grading scale

H-5

Learning outcomes

The student is able to:
- define the characteristics of a professionally produced event
- describe the key concepts of event production and the basic process
- correctly dimension the critical resources for organising an event (time, human and financial resources)
- communicate appropriately: modelling the production and communications plan and reporting professionally to both the production team and stakeholders

Teaching methods

The implementation plan is available in Finnish.

Grading scale

H-5

Learning outcomes

The student is able to:
- define the characteristics of a professionally produced event
- describe the key concepts of event production and the basic process
- correctly dimension the critical resources for organising an event (time, human and financial resources)
- communicate appropriately: modelling the production and communications plan and reporting professionally to both the production team and stakeholders

Grading scale

H-5

Learning outcomes

The student is able to:
- define the importance of management
- analyse management and its principles (vision, strategy, structure)
- assess human resources management and the challenges facing its development from a business strategy standpoint
- apply labour legislation and collective agreements in the hospitality sector
- analyse and develop their own performance as a member and supervisor of a work community
- promote occupational well-being

Teaching methods

Contact classes, team work, individual work.

Location and time

Presence is compulsory during the first session, team presentations and the potential guest lecture sessions.

Content and scheduling

After the completion of the course the student will be able to:
- characterize different aspects of management and leadership
- analyze the different principles of management and leadership (vision, strategy, structure)
- assess the management and leadership of personnel and the challenges in its development from the perspective of the business strategy
- apply the labour code and collective labour agreements
- analyze and develop one's own work as a member of a work community and as a manager
- promote well being at work

The course familiarizes students with the big picture of management and leadership and analyzes it from e.g. the following perspectives:
Leadership, management, managerial work
Self leadership
The manager as the implementor of the strategy
The management of teams and groups
Motivation, how to motivate
The manager as the leader of well being
How to develop well being at work
The recognition and improvement of one's own attributes in managerial work

Grading scale

H-5

Evaluation methods and criteria

BACHELOR'S DEGREE INITIAL STAGE STUDENTS
EXCELLENT
grade 5
Students are able to:
• Apply professional concepts expertly.
• Comply with occupational safety instructions responsibly and independently.
• Justify activities using research knowledge.
• Work independently and take initiatives in line with objectives. Operations are often flexible, systematic, development-oriented, creative and active.
• Select the appropriate techniques and models for activities, and justify the choices.
• Act in customer-oriented ways and according to the situation.
• Promote group activities.
• Able to critically apply ethical principles in the subject field in one's conduct and tasks.
GOOD
grade 3
Students are able to:
• Apply professional concepts systematically.
• Apply occupational safety instructions in their activities.
• Justify, compare and analyse their activities using general guidelines.
• Able to cope independently in different tasks in each operating environment.
• Apply acquired techniques and models diversely.
• Act professionally in customer situations.
• Work in a group in line with objectives.
• Justify their activities in accordance with ethical principles..
SATISFACTORY,
grade 1
Students are able to:
• Apply most important/individual and appropriate professional concepts, and indicate their familiarity with the knowledge base.
• Act safely, although activities are often schematic/ experimental/ fumbling/ self-involved.
• Comply with rules and instructions, and justify their activities using provided instructions.
• Act appropriately under guidance.
• Use acquired techniques and models.
• Take customers into account in their actions.
• Act as group members.
• Act in accordance with ethical principles.

Learning outcomes

The student is able to:
- define the importance of management
- analyse management and its principles (vision, strategy, structure)
- assess human resources management and the challenges facing its development from a business strategy standpoint
- apply labour legislation and collective agreements in the hospitality sector
- analyse and develop their own performance as a member and supervisor of a work community
- promote occupational well-being

Teaching methods

Contact classes, team work, individual work.

Location and time

Presence is compulsory during the first session, team presentations and the potential guest lecture sessions.

Content and scheduling

After the completion of the course the student will be able to:
- characterize different aspects of management and leadership
- analyze the different principles of management and leadership (vision, strategy, structure)
- assess the management and leadership of personnel and the challenges in its development from the perspective of the business strategy
- apply the labour code and collective labour agreements
- analyze and develop one's own work as a member of a work community and as a manager
- promote well being at work

The course familiarizes students with the big picture of management and leadership and analyzes it from e.g. the following perspectives:
Leadership, management, managerial work
Self leadership
The manager as the implementor of the strategy
The management of teams and groups
Motivation, how to motivate
The manager as the leader of well being
How to develop well being at work
The recognition and improvement of one's own attributes in managerial work

Grading scale

H-5

Evaluation methods and criteria

BACHELOR'S DEGREE INITIAL STAGE STUDENTS
EXCELLENT
grade 5
Students are able to:
• Apply professional concepts expertly.
• Comply with occupational safety instructions responsibly and independently.
• Justify activities using research knowledge.
• Work independently and take initiatives in line with objectives. Operations are often flexible, systematic, development-oriented, creative and active.
• Select the appropriate techniques and models for activities, and justify the choices.
• Act in customer-oriented ways and according to the situation.
• Promote group activities.
• Able to critically apply ethical principles in the subject field in one's conduct and tasks.
GOOD
grade 3
Students are able to:
• Apply professional concepts systematically.
• Apply occupational safety instructions in their activities.
• Justify, compare and analyse their activities using general guidelines.
• Able to cope independently in different tasks in each operating environment.
• Apply acquired techniques and models diversely.
• Act professionally in customer situations.
• Work in a group in line with objectives.
• Justify their activities in accordance with ethical principles..
SATISFACTORY,
grade 1
Students are able to:
• Apply most important/individual and appropriate professional concepts, and indicate their familiarity with the knowledge base.
• Act safely, although activities are often schematic/ experimental/ fumbling/ self-involved.
• Comply with rules and instructions, and justify their activities using provided instructions.
• Act appropriately under guidance.
• Use acquired techniques and models.
• Take customers into account in their actions.
• Act as group members.
• Act in accordance with ethical principles.

Learning outcomes

The student is able to:
- describe the characteristics and significance of the tourism sector in Finland
- name and explain key concepts and actors in the sector
- explain the key elements of a tourism service and product
- explain the forms of tourism and the reasons for travelling

Grading scale

H-5

Learning outcomes

The student is able to:
- explain the nature of services as a part of customer experience
- describe the role of service offering to providing customer-oriented services
- define service quality factors
- collect market information and use it to understand consumer behaviour

Grading scale

H-5

Learning outcomes

The student is able to:
- plan and implement a service design project using co-creation methods
- organise work as a facilitator
- develop a service concept that enhances customer value, using future information

Teaching methods

The implementation plan is available in Finnish.

Grading scale

H-5

Learning outcomes

The student is able to
- describe the key characteristics of the food services sector
- define and explain the quality factors of customer-oriented food services
- practically apply the quality factors of customer-oriented service in dining room and kitchen operations
- take an interactive and workplace-oriented approach as a member of a multicultural work community

Teaching methods

The implementation plan is available in Finnish.

Grading scale

H-5

Learning outcomes

The student is able to:
- plan and implement a customer-oriented, commercially viable service package
- analyse and develop service processes in the food and beverage sector
- provide customer-oriented services in a food services sector environment in practice
- take an interactive and workplace-oriented approach as a member of a multicultural work community

Grading scale

H-5

Learning outcomes

The student is able to:
- explain the nature of services as a part of customer experience
- describe the role of service offering to providing customer-oriented services
- define service quality factors
- collect market information and use it to understand consumer behaviour

Grading scale

H-5

Learning outcomes

The student is able to:
- communicate in English in a professional way in one’s own field of study
- apply intercultural management and theories into a futures and design thinking project in English
- plan and develop services by applying futures and design thinking in English

Teaching methods

The course is mainly implemented on the Leppävaara campus as face-to-face teaching, including e.g. workshop days. Part of the learning takes place on the Canvas online platform as teamwork. If possible, the study course includes one or more visits, the exact dates will be reviewed at the first time of the study course.

Learning materials and recommended literature

Design Thinking materials and theory books:

Finland Futures Research Centre (FFRC)
https://www.utu.fi/en/university/turku-school-of-economics/finland-futures-research-centre

The Finnish Innovation Fund Sitra
https://www.sitra.fi/en/themes/foresight-and-insight/#contact

Lupton, E. Graphic design thinking : beyond brainstorming. 2011.Princeton Architectural Press ; Maryland Institute College of Art. https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=3387597Links to an external site.

Luchs, Michael G. ; Griffin, Abbie ; Swan, Scott. 2015. Design Thinking. Wiley-Blackwell.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=4041673Links to an external site.

Service Design ­ Practical access to an evolving field, Moriz Stefan. 2009.Links to an external site.

Laurea LibGuide

Osterwalder, A., Pigneur, Y., Bernarda, G. & Smith, A. 2014. Value proposition design: how to create products and services customers want. New Jersey: Hoboken, John Wiley & Sons Inc. E-book: https://laurea.finna.fi/Record/nelli01.2670000000592458Links to an external site.

Schneider, J. & Stickdorn, M. 2011. This is Service Design Thinking Basics – Tools – Cases. BIS Publishers. Amsterdam. E-book: https://laurea.finna.fi/Record/laurus.74054 Links to an external site.

Stickdorn, M., Lawrence, A. & Schneider, J. (2018). This is service design doing. Media Inc. O’Reilly.
E-book: https://laurea.finna.fi/Record/nelli01.4100000002045871Links to an external site.

Saunders_2009_Research_Methods_for_Business_Students.pdf

Alternative completion methods of implementation

Can be arranged separately with the responsible teacher before the beginning of the study period

Co-operation with working life and/or RDI

The course is implemented in close cooperation with working life. The tasks of the study course are linked in a practical way to current phenomena in the field.

Forms of internationality

At the heart of the study course is internationality, students get to learn about international hospitality industry operations from different perspectives

Students workload

One credit corresponds to 26.7 hours of student work. This course is 10 ECTS credits, i.e. approximately 267 hours of active work. Part of the learning takes place on campus, but the student must actively set aside time for assignments and learning outside of class.

Grading scale

H-5

Evaluation methods and criteria

On this course, evaluation criteria 2 is used.
Please, check current information in student intranet through this link:
https://laureauas.sharepoint.com/sites/studentEn_studyperformancesandevaluation/SitePages/Evaluation-criteria-for-Bachelor%27s-studies.aspx

Evaluation criteria, fail (0)

On this course, evaluation criteria 2 is used.
Please, check current information in student intranet through this link:
https://laureauas.sharepoint.com/sites/studentEn_studyperformancesandevaluation/SitePages/Evaluation-criteria-for-Bachelor%27s-studies.aspx

Evaluation criteria, satisfactory (1-2)

On this course, evaluation criteria 2 is used.
Please, check current information in student intranet through this link:
https://laureauas.sharepoint.com/sites/studentEn_studyperformancesandevaluation/SitePages/Evaluation-criteria-for-Bachelor%27s-studies.aspx

Evaluation criteria, good (3-4)

On this course, evaluation criteria 2 is used.
Please, check current information in student intranet through this link:
https://laureauas.sharepoint.com/sites/studentEn_studyperformancesandevaluation/SitePages/Evaluation-criteria-for-Bachelor%27s-studies.aspx

Evaluation criteria, excellent (5)

On this course, evaluation criteria 2 is used.
Please, check current information in student intranet through this link:
https://laureauas.sharepoint.com/sites/studentEn_studyperformancesandevaluation/SitePages/Evaluation-criteria-for-Bachelor%27s-studies.aspx

Learning outcomes

The student is able to:
- define the characteristics of a professionally produced event
- describe the key concepts of event production and the basic process
- correctly dimension the critical resources for organising an event (time, human and financial resources)
- communicate appropriately: modelling the production and communications plan and reporting professionally to both the production team and stakeholders

Grading scale

H-5

Learning outcomes

The student is able to:
- describe the stages of starting a business
- interpret contracts and laws related to business operations
- define the importance of financial management and use financial information in decision-making
- apply competitive methods in marketing

Teaching methods

The implementation plan is available in Finnish.

Grading scale

H-5

Learning outcomes

The student is able to:
- plan and implement a service design project using co-creation methods
- organise work as a facilitator
- develop a service concept that enhances customer value, using future information

Teaching methods

The implementation plan is available in Finnish.

Grading scale

H-5

Learning outcomes

The student is able to
- describe the key characteristics of the food services sector
- define and explain the quality factors of customer-oriented food services
- practically apply the quality factors of customer-oriented service in dining room and kitchen operations
- take an interactive and workplace-oriented approach as a member of a multicultural work community

Teaching methods

The implementation plan is available in Finnish.

Grading scale

H-5

Learning outcomes

The student is able to:
- define and explain the concept of future thinking
- describe the importance of collecting and utilising future information in developing a service enterprise
- describe the phases of the service design process
- name and explain co-creation methods

Grading scale

H-5

Learning outcomes

The student is able to:
- describe the characteristics and significance of the tourism sector in Finland
- name and explain key concepts and actors in the sector
- explain the key elements of a tourism service and product
- explain the forms of tourism and the reasons for travelling

Grading scale

H-5

Learning outcomes

The student is able to:
- plan and implement a customer-oriented, commercially viable service package
- analyse and develop service processes in the food and beverage sector
- provide customer-oriented services in a food services sector environment in practice
- take an interactive and workplace-oriented approach as a member of a multicultural work community

Grading scale

H-5

Learning outcomes

The student is able to:
- create and develop a responsible business
- independently or as part of a team implement a business development project
- analyse global markets and commercialise business operations

Grading scale

H-5

Learning outcomes

The student is able to:
- define the importance of management
- analyse management and its principles (vision, strategy, structure)
- assess human resources management and the challenges facing its development from a business strategy standpoint
- apply labour legislation and collective agreements in the hospitality sector
- analyse and develop their own performance as a member and supervisor of a work community
- promote occupational well-being

Teaching methods

Contact classes, team work, individual work.

Location and time

Presence is compulsory during the first session, team presentations and the potential guest lecture sessions.

Content and scheduling

After the completion of the course the student will be able to:
- characterize different aspects of management and leadership
- analyze the different principles of management and leadership (vision, strategy, structure)
- assess the management and leadership of personnel and the challenges in its development from the perspective of the business strategy
- apply the labour code and collective labour agreements
- analyze and develop one's own work as a member of a work community and as a manager
- promote well being at work

The course familiarizes students with the big picture of management and leadership and analyzes it from e.g. the following perspectives:
Leadership, management, managerial work
Self leadership
The manager as the implementor of the strategy
The management of teams and groups
Motivation, how to motivate
The manager as the leader of well being
How to develop well being at work
The recognition and improvement of one's own attributes in managerial work

Grading scale

H-5

Evaluation methods and criteria

BACHELOR'S DEGREE INITIAL STAGE STUDENTS
EXCELLENT
grade 5
Students are able to:
• Apply professional concepts expertly.
• Comply with occupational safety instructions responsibly and independently.
• Justify activities using research knowledge.
• Work independently and take initiatives in line with objectives. Operations are often flexible, systematic, development-oriented, creative and active.
• Select the appropriate techniques and models for activities, and justify the choices.
• Act in customer-oriented ways and according to the situation.
• Promote group activities.
• Able to critically apply ethical principles in the subject field in one's conduct and tasks.
GOOD
grade 3
Students are able to:
• Apply professional concepts systematically.
• Apply occupational safety instructions in their activities.
• Justify, compare and analyse their activities using general guidelines.
• Able to cope independently in different tasks in each operating environment.
• Apply acquired techniques and models diversely.
• Act professionally in customer situations.
• Work in a group in line with objectives.
• Justify their activities in accordance with ethical principles..
SATISFACTORY,
grade 1
Students are able to:
• Apply most important/individual and appropriate professional concepts, and indicate their familiarity with the knowledge base.
• Act safely, although activities are often schematic/ experimental/ fumbling/ self-involved.
• Comply with rules and instructions, and justify their activities using provided instructions.
• Act appropriately under guidance.
• Use acquired techniques and models.
• Take customers into account in their actions.
• Act as group members.
• Act in accordance with ethical principles.

Learning outcomes

The student is able to:
- name and explain key food and beverage concepts
- describe the significance of food and beverages as a whole in producing experiences
- design a commercial food and beverage offering for an experience in a customer-oriented manner

Grading scale

H-5

Learning outcomes

The student is able to:
- describe the key functions and processes of the business
- explain the types of companies and taxation principles
- describe the opportunities offered by entrepreneurship and the social impact of companies
- define the significance of self-management and peer management as part of a performance-responsible team and work community
- apply basic corporate communications and negotiation skills in practice

Grading scale

H-5

Learning outcomes

The student is able to:
- describe the key functions and processes of the business
- explain the types of companies and taxation principles
- describe the opportunities offered by entrepreneurship and the social impact of companies
- define the significance of self-management and peer management as part of a performance-responsible team and work community
- apply basic corporate communications and negotiation skills in practice

Grading scale

H-5

Learning outcomes

The student is able to:
- describe the key functions and processes of the business
- explain the types of companies and taxation principles
- describe the opportunities offered by entrepreneurship and the social impact of companies
- define the significance of self-management and peer management as part of a performance-responsible team and work community
- apply basic corporate communications and negotiation skills in practice

Grading scale

H-5

Learning outcomes

The student is able to:
- explain the nature of services as a part of customer experience
- describe the role of service offering to providing customer-oriented services
- define service quality factors
- collect market information and use it to understand consumer behaviour

Grading scale

H-5

Learning outcomes

The student is able to:
- describe the characteristics and significance of the tourism sector in Finland
- name and explain key concepts and actors in the sector
- explain the key elements of a tourism service and product
- explain the forms of tourism and the reasons for travelling

Teaching methods

The implementation plan is available in Finnish.

Grading scale

H-5

Learning outcomes

The student is able to
- describe the key characteristics of the food services sector
- define and explain the quality factors of customer-oriented food services
- practically apply the quality factors of customer-oriented service in dining room and kitchen operations
- take an interactive and workplace-oriented approach as a member of a multicultural work community

Teaching methods

The implementation plan is available in Finnish.

Grading scale

H-5

Learning outcomes

The student is able to:
- plan and implement a customer-oriented, commercially viable service package
- analyse and develop service processes in the food and beverage sector
- provide customer-oriented services in a food services sector environment in practice
- take an interactive and workplace-oriented approach as a member of a multicultural work community

Grading scale

H-5

Learning outcomes

The student is able to:
- define and explain the concept of future thinking
- describe the importance of collecting and utilising future information in developing a service enterprise
- describe the phases of the service design process
- name and explain co-creation methods

Grading scale

H-5