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Tourism Service ManagementLaajuus (5 cr)

Code: MT00BQ14

Credits

5 op

Teaching language

  • English

Responsible person

  • Susanna Riekkinen

Objective

Special features of services management are in the core when operating in tourism and hospitality industry. In this course the students learn about the theory of the different sectors in a company’s service system: service product, service production system, service culture and service quality.

The objective is that after the course the students can identify the critical points in service operations from the management's point of view, and are able to analyse and develop companies’ service system.
They understand the significance of the core and supporting processes in terms of the quality and profitability of services. They recognize factors affecting service quality and know how to measure and develop it.

Content

• Special features in service management
• Service system model
• Augmented service product
• Service processes and their visualization
• Service quality, analyzing and measuring quality
• Service culture

Qualifications

Basics in services

Assessment criteria, satisfactory (1)

1 (Sufficient)
The student knows the concepts related to service systems and process thinking. The student recognises the different components of the service system and its core and support processes and can assess their quality from the perspective of customers in a restricted manner. She/he knows the basics in service quality thinking.
2 (Satisfactory)
The student masters the concepts related to service systems and process thinking. He/she recognises the different components of the service system and its core and support processes and can assess the quality of different components from the perspectives of the company and customer in a restricted manner. She/he understands the service quality thinking.

Assessment criteria, good (3)

3 (Good) The student has internalized the concepts related to service systems and process thinking. He/she can describe service systems as well as core and support processes in an extensive manner. He/she can analyze and develop the quality of service systems from the perspective of the company and customer. He/she understands the economic significance of developing services. She/he understands the service quality thinking and can apply it in service management.
4 (Very Good) The student has internalized the concepts related to service systems and process thinking. He/she can analyze and develop the value generation of service systems as well as the efficiency of core and support processes. She/he understands well the service quality thinking and can apply it in comprehensive way in service management.

Assessment criteria, excellent (5)

5 (Excellent) The student has internalized the concepts related to service systems and process thinking. He/she can analyze and develop innovative service systems as well as the related core and support processes. He/she uses service process tools in a creative and efficient way. She/he has assimilated the service quality thinking and can apply it in comprehensive way in service management

Enrollment

01.08.2024 - 22.08.2024

Timing

26.08.2024 - 18.12.2024

Number of ECTS credits allocated

5 op

Mode of delivery

Face-to-face

Unit

School of Business

Campus

Main Campus

Teaching languages
  • English
Seats

20 - 45

Degree programmes
  • Bachelor's Degree Programme in Tourism Management
Teachers
  • Susanna Riekkinen
Groups
  • MTM23S1
    Bachelor's Degree Programme in Tourism Management
  • MTM24VS
    Bachelor's Degree Programme in Tourism Management,vaihto-opiskelu/Exchange studies

Objectives

Special features of services management are in the core when operating in tourism and hospitality industry. In this course the students learn about the theory of the different sectors in a company’s service system: service product, service production system, service culture and service quality.

The objective is that after the course the students can identify the critical points in service operations from the management's point of view, and are able to analyse and develop companies’ service system.
They understand the significance of the core and supporting processes in terms of the quality and profitability of services. They recognize factors affecting service quality and know how to measure and develop it.

Content

• Special features in service management
• Service system model
• Augmented service product
• Service processes and their visualization
• Service quality, analyzing and measuring quality
• Service culture

Learning materials and recommended literature

Johnston R., Clark G., Shulver M. 2021. Service Operations Management. Pearsons Educational Ltd. (e-book available)
Learning material provided by the lecturer

Teaching methods

Face-to-face implementation, including:
Lectures
Individual assignments
Group assignments
In-class case studies, company visits
Guest speeches/lectures by business practitioners

Practical training and working life connections

Guest speakers, case examples

Exam dates and retake possibilities

Two retake opportunities if the exam is failed

Alternative completion methods

You have the right to apply for recognition of your studies if you have prior learning (e.g. university studies completed elsewhere) that can be accredited towards the degree you are currently completing.

The recognition of prior learning is possible in three primary ways: accreditation (replacement or inclusion), recognition of informal learning and studification. More precise info: JAMK Degree Regulations, section 17.

Student workload

One credit corresponds to an average of 27 hours of work, which means that the load of five credits is approximately 135 hours.
Lectures 40 h
Individual and group assignments 55 h
Exam and studying of literature 40 h

Further information for students

You must confirm your attendance on this course by attending the first lecture.
Usage of Artificial Intelligence in your learning assignments must follow Jamk guidelines and ethical principles.

Course assessment is based on the learning objectives and assessment criteria.
Self and peer assessment included.

Evaluation scale

0-5

Evaluation criteria, satisfactory (1-2)

1 (Sufficient)
The student knows the concepts related to service systems and process thinking. The student recognises the different components of the service system and its core and support processes and can assess their quality from the perspective of customers in a restricted manner. She/he knows the basics in service quality thinking.
2 (Satisfactory)
The student masters the concepts related to service systems and process thinking. He/she recognises the different components of the service system and its core and support processes and can assess the quality of different components from the perspectives of the company and customer in a restricted manner. She/he understands the service quality thinking.

Evaluation criteria, good (3-4)

3 (Good) The student has internalized the concepts related to service systems and process thinking. He/she can describe service systems as well as core and support processes in an extensive manner. He/she can analyze and develop the quality of service systems from the perspective of the company and customer. He/she understands the economic significance of developing services. She/he understands the service quality thinking and can apply it in service management.
4 (Very Good) The student has internalized the concepts related to service systems and process thinking. He/she can analyze and develop the value generation of service systems as well as the efficiency of core and support processes. She/he understands well the service quality thinking and can apply it in comprehensive way in service management.

Evaluation criteria, excellent (5)

5 (Excellent) The student has internalized the concepts related to service systems and process thinking. He/she can analyze and develop innovative service systems as well as the related core and support processes. He/she uses service process tools in a creative and efficient way. She/he has assimilated the service quality thinking and can apply it in comprehensive way in service management

Prerequisites

Basics in services

Enrollment

01.08.2023 - 24.08.2023

Timing

28.08.2023 - 19.12.2023

Number of ECTS credits allocated

5 op

Mode of delivery

Face-to-face

Unit

School of Business

Teaching languages
  • English
Seats

20 - 45

Degree programmes
  • Bachelor's Degree Programme in Tourism Management
Teachers
  • Susanna Riekkinen
Groups
  • MTM23VS
    Bachelor's Degree Programme in Tourism Management,vaihto-opiskelu/Exchange studies
  • ZJA23SM
    Avoin amk, marata
  • MTM22S1
    Bachelor's Degree Programme in Tourism Management

Objectives

Special features of services management are in the core when operating in tourism and hospitality industry. In this course the students learn about the theory of the different sectors in a company’s service system: service product, service production system, service culture and service quality.

The objective is that after the course the students can identify the critical points in service operations from the management's point of view, and are able to analyse and develop companies’ service system.
They understand the significance of the core and supporting processes in terms of the quality and profitability of services. They recognize factors affecting service quality and know how to measure and develop it.

Content

• Special features in service management
• Service system model
• Augmented service product
• Service processes and their visualization
• Service quality, analyzing and measuring quality
• Service culture

Learning materials and recommended literature

Johnston R., Clark G., Shulver M. 2021. Service Operations Management. Pearsons Educational Ltd. (e-book available)
Learning material provided by the lecturer

Teaching methods

Face-to-face implementation, including:
Lectures
individual assignments
group assignments
in-class case studies, company visits
guest speeches/lectures by business practitionaires

Practical training and working life connections

Guest speakers, case examples

Exam dates and retake possibilities

Two retake opportunities if the exam is failed

Alternative completion methods

You have the right to apply for recognition of your studies if you have prior learning (e.g. university studies completed elsewhere) that can be accredited towards the degree you are currently completing.

The recognition of prior learning is possible in three primary ways: accreditation (replacement or inclusion), recognition of informal learning and studification. More precise info: JAMK Degree Regulations, section 17.

Student workload

One credit corresponds to an average of 27 hours of work, which means that the load of five credits is approximately 135 hours.
Lectures 40 h
Individual and group assignments 55 h
Exam and studying of literature 40 h

Further information for students

The assessment is based on learning objectives, quality and criteria.
The course includes self-evaluation and peer feedback,

Evaluation scale

0-5

Evaluation criteria, satisfactory (1-2)

1 (Sufficient)
The student knows the concepts related to service systems and process thinking. The student recognises the different components of the service system and its core and support processes and can assess their quality from the perspective of customers in a restricted manner. She/he knows the basics in service quality thinking.
2 (Satisfactory)
The student masters the concepts related to service systems and process thinking. He/she recognises the different components of the service system and its core and support processes and can assess the quality of different components from the perspectives of the company and customer in a restricted manner. She/he understands the service quality thinking.

Evaluation criteria, good (3-4)

3 (Good) The student has internalized the concepts related to service systems and process thinking. He/she can describe service systems as well as core and support processes in an extensive manner. He/she can analyze and develop the quality of service systems from the perspective of the company and customer. He/she understands the economic significance of developing services. She/he understands the service quality thinking and can apply it in service management.
4 (Very Good) The student has internalized the concepts related to service systems and process thinking. He/she can analyze and develop the value generation of service systems as well as the efficiency of core and support processes. She/he understands well the service quality thinking and can apply it in comprehensive way in service management.

Evaluation criteria, excellent (5)

5 (Excellent) The student has internalized the concepts related to service systems and process thinking. He/she can analyze and develop innovative service systems as well as the related core and support processes. He/she uses service process tools in a creative and efficient way. She/he has assimilated the service quality thinking and can apply it in comprehensive way in service management

Prerequisites

Basics in services

Enrollment

01.08.2022 - 25.08.2022

Timing

29.08.2022 - 30.10.2022

Number of ECTS credits allocated

5 op

Mode of delivery

Face-to-face

Unit

School of Business

Campus

Main Campus

Teaching languages
  • English
Seats

0 - 45

Degree programmes
  • Bachelor's Degree Programme in Tourism Management
Teachers
  • Susanna Riekkinen
Groups
  • MTM21S1
    Bachelor's Degree Programme in Tourism Management
  • ZJA22SM
    Avoin AMK, marata
  • MTM22VS
    Bachelor's Degree Programme in Tourism Management,vaihto-opiskelu/Exchange studies

Objectives

Special features of services management are in the core when operating in tourism and hospitality industry. In this course the students learn about the theory of the different sectors in a company’s service system: service product, service production system, service culture and service quality.

The objective is that after the course the students can identify the critical points in service operations from the management's point of view, and are able to analyse and develop companies’ service system.
They understand the significance of the core and supporting processes in terms of the quality and profitability of services. They recognize factors affecting service quality and know how to measure and develop it.

Content

• Special features in service management
• Service system model
• Augmented service product
• Service processes and their visualization
• Service quality, analyzing and measuring quality
• Service culture

Learning materials and recommended literature

Johnston R., Clark G., Shulver M. 2021. Service Operations Management. Pearsons Educational Ltd. (e-book available)
Learning material provided by the lecturer

Teaching methods

Lectures
individual assignments
group assignments
in-class case studies
guest speeches/lectures by business practitionaires

Practical training and working life connections

Guest speakers, case examples

Exam dates and retake possibilities

Two retake opportunities if the exam is failed

Student workload

Lectures 40 h
Individual and group assignments 55 h
Exam and studying of literature 40 h
Total 135 h

Further information for students

Self-evaluation
Peer evaluation
Continuous feedback

Evaluation scale

0-5

Evaluation criteria, satisfactory (1-2)

1 (Sufficient)
The student knows the concepts related to service systems and process thinking. The student recognises the different components of the service system and its core and support processes and can assess their quality from the perspective of customers in a restricted manner. She/he knows the basics in service quality thinking.
2 (Satisfactory)
The student masters the concepts related to service systems and process thinking. He/she recognises the different components of the service system and its core and support processes and can assess the quality of different components from the perspectives of the company and customer in a restricted manner. She/he understands the service quality thinking.

Evaluation criteria, good (3-4)

3 (Good) The student has internalized the concepts related to service systems and process thinking. He/she can describe service systems as well as core and support processes in an extensive manner. He/she can analyze and develop the quality of service systems from the perspective of the company and customer. He/she understands the economic significance of developing services. She/he understands the service quality thinking and can apply it in service management.
4 (Very Good) The student has internalized the concepts related to service systems and process thinking. He/she can analyze and develop the value generation of service systems as well as the efficiency of core and support processes. She/he understands well the service quality thinking and can apply it in comprehensive way in service management.

Evaluation criteria, excellent (5)

5 (Excellent) The student has internalized the concepts related to service systems and process thinking. He/she can analyze and develop innovative service systems as well as the related core and support processes. He/she uses service process tools in a creative and efficient way. She/he has assimilated the service quality thinking and can apply it in comprehensive way in service management

Prerequisites

Basics in services