Study Guide

Learning outcomes

The student is able to
- analyze the experience of a service from the viewpoint of a customer
- plan and implement international customer-oriented conference and congress services
- apply service design methods in the development towards peak experience
- implement a service as a conceptualization process
- analyze the value of an experience for the customer and the service provider

Teaching methods

Lectures,
teamwork
case-study
Detailed information on Optima study platform

Location and time

Study unit is established on separate schedule. Event day 14th March compulsory participation.

Learning materials and recommended literature

Bibliography:
Rogers, T. 2013. Conferences and conventions : a global industry. Abingdon, Oxon : Routledge
Lawson, F. 2000. Congress, convention and exhibition facilities : planning, design and management. Oxford : Architectural Press
Appleby, P. 2005. Organising a conference : how to plan and run a successful and effective event. Oxford: How to books
Van der Wagen, L. & White, L. 2010 Event management : for tourism, cultural, business, and sporting events. Australia : Pearson Education
And material shered on lectures.

Alternative completion methods of implementation

With AHOT process, check details from LINK.

Co-operation with working life and/or RDI

Meeting made for real customer.

Important dates

starting point 16th January,,
Event days 13th &14th March - no absence allowed.

Content and scheduling

The student is able to
•analyze the experience of a service from the viewpoint of a customer
•plan and implement international customer-oriented conference and congress services
•apply service design methods in the development towards peak experience
•implement a service as a conceptualization process
•analyze the value of an experience for the customer and the service provider

Grading scale

H-5

Evaluation methods and criteria

Peer to peer-review
team review
individual report