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, 2024.

Assignments 1-4 are due during May - June. Although these returns and meetings are asynchronic, they require your timely commitment to work with peers and in teams during May/June.

Asgmts 5-7 can be done independently on your own time and to be returned by Aug. 31st.

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

Assignments due on:
May
June
August

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

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: 20 %
Ass. 5: 25 %
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.