Study Guide

Learning outcomes

The student is able to
- identify and deeply understand cross-cultural issues related to service development
- manage multicultural teams and projects
- support and develop frontline personnel's intercultural communication competences
- involve diverse customers in the service design processes

Teaching methods

This is a virtual study unit starting in May and ending by August 31. There will be scheduled assignments during the summer, with a four weeks break in July. Online team work included.

Optional 2 ects can be earned by participating in international week activities during week 25 with Université Gustaf Eiffel students from France. The participation during June 21-23 requires physical attendance.
Enrollments for the optional programme: TY00BV53 Intercultural service expriences.

Location and time

Online, Canvas learning environment.

Learning materials and recommended literature

A list of recommended reading will be published in Canvas.

Alternative completion methods of implementation

A student may propose an independent approach to compensate the study unit. The assignment(s) need to lead to similar learning objectives as on this study unit and equal 5 ects.

Co-operation with working life and/or RDI

Research-based service development assignment for an external partner.

Important dates

No real-time attendance required. However, the student needs to commit her-/himself to fixed return dates and team work.

4 assignments due in May (individual + team work with Austrian students)
3 assignments due in June (individual + team work)
A summer break during July.
4 assingments due in August.

Most August assignments can be done independently and handed in earlier.
The exact return dates will be informed in the Canvas learning environment.

Students workload

In average 135 work hours.
75 % individual work
25 % team work

Content and scheduling

Basics of cultural studies
Intercultural communication
Multicultural teams, cultural frameworks
Culture's role in services
Cultural competence in service development, culture-sensitive service design
Service research and development task

Further information for students

This study unit is for Master Degree students only.
Guidance will take place in Canvas learning environment.

Grading scale

H-5

Evaluation methods and criteria

Evaluation by the instructor and by peer evaluation.
Assignments 1, 4, 6 are graded pass/fail.
Assignments 2,3,5,7 are graded with the scale 0 - 5.
Ass. 2: 20 %
Ass. 3: 25 %
Ass. 5: 20 %
Ass. 7: 35 % of the final grade.
All assignments need to be returned in order to pass the course.
A team/pair grade is the same for all team/pair members.

Evaluation criteria, fail (0)

All assignments need to be completed in order to earn a grade from the study unit.
In case of sickness or other difficulties following the deadlines please consult the instructor.

Evaluation criteria, satisfactory (1-2)

Satisfactory (1-2)
The student is able to
- carry out international communication at work and in developing operations.
- manage customer-oriented operations in a multicultural environment.
- apply professional concepts.
- integrate some theoretical and practical learnings in the project work.
- participate during the whole course.
- displays understanding of the subject area, arguments for statements and opinions and uses at least a few sources.
- returns all assignments on time.

Evaluation criteria, good (3-4)

Good (3-4)
The student is able to
- take into account effects and opportunities of internationalisation of the service field.
- manage and develop customer-oriented operations in a multicultural environment.
- apply professional concepts systematically.
- integrate well the theoretical and practical learnings in the project work.
- be active and give input during the whole course.
- display overall understanding and deepening in the subject area, arguments for all statements and opinions and uses sources widely.
- conduct the assignments carefully and pay attention to details.

Evaluation criteria, excellent (5)

Excellent (5)
The student is able to
- anticipate the effects and opportunities of internationalisation of the service field.
- manage and reform customer-oriented operations in a multicultural environment.
- apply professional concepts expertly.
- integrate systematically the theoretical and practical learnings in the project work.
- give proactive and innovative input during the whole course.
- display thorough knowledge and deepening in the subject area, arguments soundly for all statements and opinions and uses sources skillfully.
- conduct the assignments meticulously and pay attention to all details.