•   Understanding Customer Behaviour R0230-3012 01.01.2022-31.07.2022  5 credits  (HRA221SA) +-
    Learning outcomes of the course
    The student is able to
    - define the factors that underlie customer actions, feelings and judgment processes
    - understand purchasing decisions from the perspective of the individual and the organization
    - analyze patterns and trends in customer behavior

    Teacher in charge

    Sini Setälä

    Mode of delivery

    60% Face-to-face, 40% Distance learning

    Learning materials and recommended literature

    Barden, Phil. (2013). Decoded. The Science Behind Why We Buy. Wiley. Blythe, Jim. (2013). Consumer Behaviour. Sage. Kahle, Lynn R. & Valette-Florence, Pierre. (2012). Marketplace Lifestyles in an Age of Social Media. Theory and Methods. Routledge. Kahnemann, Daniel. Thinking Fast and Slow. (2011). Penguin Books. Kotler, Philip & Armstrong, Gary. (2012). Principles of Marketing. Pearson. Robbins, Stephen P. & Judge, Timothy A. (2016). Essentials of Organizational Behavior. Pearson. Robbins, Stephen P., Judge, Timothy A. & Campbell, Timothy T. (2010). Organizational Behaviour. Pearson. Solomon, Michael R. (2011). Consumer Behavior. Buying, Having, and Being. Pearson. Soman, Dilip and N-Marandi, Sara. (2010). Managing Customer Value. One Stage at a Time. World Scientific. Thaler, Richard H. & Sunstein, Cass R. (2009). Nudge. Improving decisions about health, wealth, and happiness. Penguin Books Walden, Steven. (2017). Customer Experience Management Rebooted - Are you an experience brand or an efficiency brand? Palgrave Macmillan.

    Teaching methods

    According to the latest corona- guidelines (7.1.2022) the study unit will start 17.3.2022 at Leppävaara Campus. The study unit consists of contact classes, team work, individual work. ZOOM-meetings will be arranged if necessary and by visiting lectures request. Students are informed of any changes in implementation as soon as possible.

    Evaluation methods and criteria

    n this study unit the assessing of the competences will be done by using the criteria set for requirement level I.

    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.

    Language of instruction
    • English
    Completion language(s)
    • English
    Timing

    01.01.2022 - 31.07.2022

    Enrollment period

    29.11.2021 - 05.12.2021

    Group(s)
    • HRA221SA
    Seats

    20 - 30

    Unit

    Laurea Leppävaara, service

    Teacher(s)

    Lasse Kivinen, Sini Setälä

    Further information for students

    Understanding customers can be challenging. How do we define what is valuable for an individual customer? What about organizations as customers? Today, many of the trends are international, but their local interpretation and implementation may still be very multifold. The study of the human mind has gone a long way, but part of the mind’s operations, especially on individual level, still remain difficult to forecast.
    During this course we will define the factors that underlie customer actions, feelings, and judgment processes. We strive to understand purchasing decisions from the perspective of the individual and the organization, and analyze patterns and trends in customer behaviour.

    Programme(s)

    Degree Programme in Safety, Security and Risk Management (HRA), Laurea Leppävaara

    Campus

    Laurea Leppävaara

    Virtual portion

    2 credits

    Evaluation scale

    H-5

    Alternative completion methods

    You may have acquired competence, for example through work experience, training organised in the workplace, organisational activities or hobbies. Familiarize yourself with the process in LINK
    ( https://laureauas.sharepoint.com/sites/linken/studypath/planningofstudies/recognitionofpriorlearning/Pages/default.aspx. )
    To apply for the recognition of this study unit, complete the form for recognition of prior studies (in the menu on the right). Enclose with your application any documents you refer to. If required, also enclose a description of the content of the substitutive studies. The partial recognition of studies must be agreed on with the lecturer of this study

    Important dates

    Contact classes and deadlines.

    Students workload

    The workload is approximately 135 hours total.

    Content and scheduling

    1. Orientation, Customers, Customer Relationships, The Business Idea
    2. Buying Behaviour
    3. Understanding Customer Behaviour in Practice

    Location and time

    On campus in Leppävaara according to schedule and Covid-19 allowing.
    Presence is compulsory on the first day, 17.03.2022 12.30 - 15.00.