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

Teaching methods

Lectures on Campus.

Learning materials and recommended literature

Bergstöm, Seija & Leppänen Arja. 2015. Yrityksen asiakasmarkkinointi.
Luku 6: Asiakkuuksien hallinta.

Grönroos, Christian. 2015. Palvelujen johtaminen ja markkinointi
Luku 3: Palvelujen ja niiden kulutuksen luonne
Luku 4 Palvelujen ja asiakassuhteen laatu
Luku 7 Laajennetun palvelutarjooman johtaminen

Opiskelijoita suositellaan etsimään itsenäisesti aiheeseen liittyvää luotettavaa ja vertailukelpoista lähdemateriaalia (suomi & englanti).

Co-operation with working life and/or RDI

In the course, you get to know a company in the service business through a learning task.

Important dates

Tutkintosäännön 18§ mukaisesti ”opiskelijan on oltava ensimmäisellä kontaktikerralla läsnä tai ilmoitettava poissaolostaan vastuuopettajalle opintoon osallistumisensa vahvistamiseksi. Mikäli opiskelija on estynyt perusteluista syistä osallistumaan ensimmäiseen kontaktikertaan tai aktivoitumaan opinnoissa opettajan asettamien edellytysten mukaisesti, hänen tulee olla yhteydessä vastuuopettajaan toteutukselle osallistumisesta sopimiseksi. Ilmoittautuminen hylätään, mikäli opiskelija ei ilmoita poissaolostaan opinnon aloituskerralta tai poissaolon syytä ei voida pitää perusteltuna.

Students workload

The evaluation criteria and the content of the assignments are discussed at the beginning of the study unit. They can be found at the start of the course in the Canvas workspace.

Grading scale

H-5

Evaluation criteria, satisfactory (1-2)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
Student is able to:
– use essential professional concepts when explaining various work practices and situations
– search for information in different sources
- report
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
Student is able to:
– work under guidance using the skills and methods learned
– interact with customers and/or co-operation partners
– receive guidance
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY (Assessed as applicable)
Student is able to:
– work as a member of a team
– plan the progress of his/her work and use of time under guidance
– work safely and in accordance with the professional code of conduct
– follow the provided instructions and rules

Evaluation criteria, good (3-4)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
Student is able to:
– use professional concepts in a consistent manner when explaining various work practices and situations
– gather information and use his/her knowledge basis
–report in the agreed manner
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
Student is able to:
– work using the skills and methods learned
– engage in professional interaction with customers and/or co-operation partners and identify their needs
– take part in guidance and utilise it
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY (Assessed as applicable)
Student is able to:
– engage in goal-oriented work in a team
– plan and manage the progress of his/her work and use of time
– detect safety-related risks
– justify this/her actions in accordance with the professional code of conduct

Evaluation criteria, excellent (5)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
Student is able to:
– use professional concepts extensively
– compare and choose relevant information
– report and communicate in a professional manner
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
Student is able to:
– work independently, using the skills and methods learned
– take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
– anticipate his/her need for guidance
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY (Assessed as applicable)
Student is able to:
– promote the team’s work and team spirit
– manage his/her time appropriately, completing the agreed tasks at the required quality level
– work responsibly, applying the skills and methods learned
– plan and evaluate their work, taking safety and/or ethical aspects into consideration