Siirry suoraan sisältöön

Understanding Customer Behaviour (5 op)

Toteutuksen tunnus: R0230-3008

Toteutuksen perustiedot


Ilmoittautumisaika
23.11.2020 - 29.11.2020
Ilmoittautuminen toteutukselle on päättynyt.
Ajoitus
07.01.2021 - 31.07.2021
Toteutus on päättynyt.
Opintopistemäärä
5 op
Lähiosuus
5 op
Toteutustapa
Lähiopetus
Toimipiste
Laurea Leppävaara
Opetuskielet
englanti
Paikat
20 - 30
Koulutus
Degree Programme in Safety, Security and Risk Management (HRA), Laurea Leppävaara
Opettajat
Lasse Kivinen
Sini Setälä
Vastuuopettaja
Sini Setälä
Opintojakso
R0230

Tavoitteet

The student is able to
- define the factors that underlie customer actions, feelings and judgment processes
- describe purchasing decisions from the perspective of the individual and the organization*
- analyze patterns and trends in customer behavior

*The verb 'understand' has been replaced effective 1st of August 2024.

Aika ja paikka

On campus in Leppävaara according to schedule and Covid-19 allowing.
Presence is compulsory on the first day, 8.1.2021.

Oppimateriaali ja suositeltava kirjallisuus

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.

Toteutustapa

Contact classes, team work, individual work.

Toteutuksen tärkeät päivämäärät

Contact classes and deadlines.

Arviointiasteikko

H-5

Lisätiedot

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.

Siirry alkuun