Quality of Services and Customer SatisfactionLaajuus (4 cr)
Code: MP00BS38
Credits
4 op
Teaching language
- Finnish
Responsible person
- Elisa Närhi
Objective
You are familiar with the basic concepts describing the quality of services and customer satisfaction. You understand the importance of service quality and development for the competitiveness of the service. You are familiar with quality models and current content areas of customer satisfaction.
You will familiarize yourself with the key theories related to the service quality and customer satisfaction, after which you will apply them to practical examples. You recognize your own capabilities and motivation for quality work. You take responsibility for your own work. You recognize the principles of teamwork.
Content
Dimensions and quality models of service quality
Quality as a competitive factor in a company
Customer satisfaction
Measuring the quality of service and customer satisfaction
Mystery shopping
Service Recovery
Qualifications
Palveluliiketoiminnan perusteet
Services Marketing
Assessment criteria, satisfactory (1)
1 Adequate
You understand the importance of quality of service. You are familiar with the basic concepts related to service quality and customer satisfaction. You are familiar with different quality models as well as current content areas of customer satisfaction and quality. You recognize your own capabilities for quality work, but the application remains incomplete. You evaluate your own competence and identify your areas for development. You recognize the principles of teamwork.
2 Satisfactory
You are able to explain the importance of service quality for organizations. You are able to utilize basic concepts describing the quality of services and customer satisfaction. You understand different quality models as well as current content areas of customer satisfaction and quality. You understand your own capabilities and are able to work in a group and in cooperation in a guided manner.
Assessment criteria, good (3)
3 Good
You are able to utilize basic concepts describing the quality of services and customer satisfaction. You are able to apply topical content areas describing the quality of services and customer satisfaction in the assessment of your own capabilities. You take responsibility for the group's activities and are able to organize the group's goal-oriented activities.
4 Very good
You are able to analyze the quality of services and customer satisfaction with the basic concepts that describe them and identify the connections between them. You are able to analyze different quality models and current content areas of customer satisfaction in the assessment of your own leadership capabilities. You are able to organize the activities of a group and take responsibility for it.
Assessment criteria, excellent (5)
5 Excellent
You are able to assess the importance of service quality and customer satisfaction for the success of organizations. You are able to reflect on the quality of service and customer satisfaction based on the contents of the course. You are able to critically analyze your own capabilities and motivation for quality work and the development of customer satisfaction. You act responsibly and committedly in the group. You develop and direct both your own and the group's activities.
Enrollment
01.08.2024 - 22.08.2024
Timing
26.08.2024 - 31.12.2024
Number of ECTS credits allocated
4 op
Mode of delivery
Face-to-face
Unit
School of Business
Campus
Main Campus
Teaching languages
- Finnish
Seats
0 - 45
Degree programmes
- Bachelor's Degree Programme in Service Business
Teachers
- Tomi Hiltunen
Groups
-
MPT23S1Palveluliiketoiminnan tutkinto-ohjelma (AMK)
Objectives
You are familiar with the basic concepts describing the quality of services and customer satisfaction. You understand the importance of service quality and development for the competitiveness of the service. You are familiar with quality models and current content areas of customer satisfaction.
You will familiarize yourself with the key theories related to the service quality and customer satisfaction, after which you will apply them to practical examples. You recognize your own capabilities and motivation for quality work. You take responsibility for your own work. You recognize the principles of teamwork.
Content
Dimensions and quality models of service quality
Quality as a competitive factor in a company
Customer satisfaction
Measuring the quality of service and customer satisfaction
Mystery shopping
Service Recovery
Time and location
Contact teaching on Rajakatu.
Lectures are held twice a week (a more detailed schedule will be announced at the start of the course)
Learning materials and recommended literature
Grönroos, C., & Tillman, M. (2020). Palvelujen johtaminen ja markkinointi (5. painos.). Talentum.
Wilson, A. M., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2016). Services marketing: Integrating customer focus across the firm (Third European edition.). McGraw-Hill Education.
Teaching methods
Lectures
Group discussions
Group and individual assignments
Mystery shopping customer survey
Continuous feedback
Self- and peer review
Practical training and working life connections
Students will execute Mystery Shopping -research to a target company
Exam dates and retake possibilities
There is no exam during this course
Alternative completion methods
Osaamisen tunnistaminen ja tunnustaminen:
Hyväksilukeminen (korvaaminen ja sisällyttäminen)
Muulla tavoin hankitun osaamisen tunnistaminen ja tunnustaminen
Opinnollistaminen
Tarkemmat ohjeet löytyvät tutkintosäännöstä ja opinto-oppaasta.
Student workload
4 credits is 108 h of studying
Lectures 30 h
Independent study and tasks 36 h
Group work 42 h
Content scheduling
You will become familiar with key theories related to service quality and customer satisfaction, after which you will apply them to practical examples and carry out a work-based quality observation task as a group.
Further information for students
Avoin amk 5
Evaluation scale
0-5
Evaluation criteria, satisfactory (1-2)
1 Adequate
You understand the importance of quality of service. You are familiar with the basic concepts related to service quality and customer satisfaction. You are familiar with different quality models as well as current content areas of customer satisfaction and quality. You recognize your own capabilities for quality work, but the application remains incomplete. You evaluate your own competence and identify your areas for development. You recognize the principles of teamwork.
2 Satisfactory
You are able to explain the importance of service quality for organizations. You are able to utilize basic concepts describing the quality of services and customer satisfaction. You understand different quality models as well as current content areas of customer satisfaction and quality. You understand your own capabilities and are able to work in a group and in cooperation in a guided manner.
Evaluation criteria, good (3-4)
3 Good
You are able to utilize basic concepts describing the quality of services and customer satisfaction. You are able to apply topical content areas describing the quality of services and customer satisfaction in the assessment of your own capabilities. You take responsibility for the group's activities and are able to organize the group's goal-oriented activities.
4 Very good
You are able to analyze the quality of services and customer satisfaction with the basic concepts that describe them and identify the connections between them. You are able to analyze different quality models and current content areas of customer satisfaction in the assessment of your own leadership capabilities. You are able to organize the activities of a group and take responsibility for it.
Evaluation criteria, excellent (5)
5 Excellent
You are able to assess the importance of service quality and customer satisfaction for the success of organizations. You are able to reflect on the quality of service and customer satisfaction based on the contents of the course. You are able to critically analyze your own capabilities and motivation for quality work and the development of customer satisfaction. You act responsibly and committedly in the group. You develop and direct both your own and the group's activities.
Prerequisites
Palveluliiketoiminnan perusteet
Services Marketing
Enrollment
20.11.2023 - 04.01.2024
Timing
01.01.2024 - 19.05.2024
Number of ECTS credits allocated
4 op
Virtual portion
4 op
Mode of delivery
Online learning
Unit
School of Business
Campus
Main Campus
Teaching languages
- Finnish
Seats
0 - 35
Degree programmes
- Bachelor's Degree Programme in Service Business
Teachers
- Elisa Närhi
Groups
-
ZJA24KMAvoin amk, marata
-
MPT23KMPalveluliiketoiminnan tutkinto-ohjelma (AMK)
Objectives
You are familiar with the basic concepts describing the quality of services and customer satisfaction. You understand the importance of service quality and development for the competitiveness of the service. You are familiar with quality models and current content areas of customer satisfaction.
You will familiarize yourself with the key theories related to the service quality and customer satisfaction, after which you will apply them to practical examples. You recognize your own capabilities and motivation for quality work. You take responsibility for your own work. You recognize the principles of teamwork.
Content
Dimensions and quality models of service quality
Quality as a competitive factor in a company
Customer satisfaction
Measuring the quality of service and customer satisfaction
Mystery shopping
Service Recovery
Time and location
100% online course
Webinars are conducted via Zoom once a week
Learning materials and recommended literature
Grönroos, C., & Tillman, M. (2020). Palvelujen johtaminen ja markkinointi (5. painos.). Talentum.
Wilson, A. M., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2016). Services marketing: Integrating customer focus across the firm (Third European edition.). McGraw-Hill Education.
Teaching methods
Webinars
Individual and group work
Continuous feedback
Self and peer evaluation
Practical training and working life connections
Students will execute Mystery Shopping -research to a target company
Exam dates and retake possibilities
There is no exam during this course
Alternative completion methods
Osaamisen tunnistaminen ja tunnustaminen:
Hyväksilukeminen (korvaaminen ja sisällyttäminen)
Muulla tavoin hankitun osaamisen tunnistaminen ja tunnustaminen
Opinnollistaminen
Tarkemmat ohjeet löytyvät tutkintosäännöstä ja opinto-oppaasta.
Student workload
4 credits is 108 h of studying:
webinars 12 h
independent study and tasks 46 h
group work 50 h
Content scheduling
You will familiarize yourself with the key theories related to the quality of services and customer satisfaction, after which you will apply them to practical examples and individual tasks. During the course, you will also carry out a working life-oriented quality observation task as a group effort.
Further information for students
Avoin amk 5
Evaluation scale
0-5
Evaluation criteria, satisfactory (1-2)
1 Adequate
You understand the importance of quality of service. You are familiar with the basic concepts related to service quality and customer satisfaction. You are familiar with different quality models as well as current content areas of customer satisfaction and quality. You recognize your own capabilities for quality work, but the application remains incomplete. You evaluate your own competence and identify your areas for development. You recognize the principles of teamwork.
2 Satisfactory
You are able to explain the importance of service quality for organizations. You are able to utilize basic concepts describing the quality of services and customer satisfaction. You understand different quality models as well as current content areas of customer satisfaction and quality. You understand your own capabilities and are able to work in a group and in cooperation in a guided manner.
Evaluation criteria, good (3-4)
3 Good
You are able to utilize basic concepts describing the quality of services and customer satisfaction. You are able to apply topical content areas describing the quality of services and customer satisfaction in the assessment of your own capabilities. You take responsibility for the group's activities and are able to organize the group's goal-oriented activities.
4 Very good
You are able to analyze the quality of services and customer satisfaction with the basic concepts that describe them and identify the connections between them. You are able to analyze different quality models and current content areas of customer satisfaction in the assessment of your own leadership capabilities. You are able to organize the activities of a group and take responsibility for it.
Evaluation criteria, excellent (5)
5 Excellent
You are able to assess the importance of service quality and customer satisfaction for the success of organizations. You are able to reflect on the quality of service and customer satisfaction based on the contents of the course. You are able to critically analyze your own capabilities and motivation for quality work and the development of customer satisfaction. You act responsibly and committedly in the group. You develop and direct both your own and the group's activities.
Prerequisites
Palveluliiketoiminnan perusteet
Services Marketing
Enrollment
01.08.2023 - 24.08.2023
Timing
28.08.2023 - 31.12.2023
Number of ECTS credits allocated
4 op
Virtual portion
4 op
Mode of delivery
Online learning
Unit
School of Business
Campus
Main Campus
Teaching languages
- Finnish
Seats
0 - 35
Degree programmes
- Bachelor's Degree Programme in Service Business
Teachers
- Elisa Närhi
Groups
-
MPT22SMPalveluliiketoiminnan tutkinto-ohjelma (AMK)
-
ZJA23SMAvoin amk, marata
Objectives
You are familiar with the basic concepts describing the quality of services and customer satisfaction. You understand the importance of service quality and development for the competitiveness of the service. You are familiar with quality models and current content areas of customer satisfaction.
You will familiarize yourself with the key theories related to the service quality and customer satisfaction, after which you will apply them to practical examples. You recognize your own capabilities and motivation for quality work. You take responsibility for your own work. You recognize the principles of teamwork.
Content
Dimensions and quality models of service quality
Quality as a competitive factor in a company
Customer satisfaction
Measuring the quality of service and customer satisfaction
Mystery shopping
Service Recovery
Time and location
100% online course
Webinars are conducted via Zoom once a week
Learning materials and recommended literature
Grönroos, C., & Tillman, M. (2020). Palvelujen johtaminen ja markkinointi (5. painos.). Talentum.
Wilson, A. M., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2016). Services marketing: Integrating customer focus across the firm (Third European edition.). McGraw-Hill Education.
Teaching methods
Webinars
Individual and group work
Continuous feedback
Self and peer evaluation
Practical training and working life connections
Students will execute Mystery Shopping -research to a target company
Exam dates and retake possibilities
There is no exam during this course
Alternative completion methods
Osaamisen tunnistaminen ja tunnustaminen:
Hyväksilukeminen (korvaaminen ja sisällyttäminen)
Muulla tavoin hankitun osaamisen tunnistaminen ja tunnustaminen
Opinnollistaminen
Tarkemmat ohjeet löytyvät tutkintosäännöstä ja opinto-oppaasta.
Student workload
4 credits is 108 h of studying
webinars 12 h
independent study and tasks 46 h
group work 50 h
Content scheduling
You will become familiar with key theories related to service quality and customer satisfaction, after which you will apply them to practical examples and carry out a work-based quality observation task as a group.
Further information for students
Avoin amk 5
Evaluation scale
0-5
Evaluation criteria, satisfactory (1-2)
1 Adequate
You understand the importance of quality of service. You are familiar with the basic concepts related to service quality and customer satisfaction. You are familiar with different quality models as well as current content areas of customer satisfaction and quality. You recognize your own capabilities for quality work, but the application remains incomplete. You evaluate your own competence and identify your areas for development. You recognize the principles of teamwork.
2 Satisfactory
You are able to explain the importance of service quality for organizations. You are able to utilize basic concepts describing the quality of services and customer satisfaction. You understand different quality models as well as current content areas of customer satisfaction and quality. You understand your own capabilities and are able to work in a group and in cooperation in a guided manner.
Evaluation criteria, good (3-4)
3 Good
You are able to utilize basic concepts describing the quality of services and customer satisfaction. You are able to apply topical content areas describing the quality of services and customer satisfaction in the assessment of your own capabilities. You take responsibility for the group's activities and are able to organize the group's goal-oriented activities.
4 Very good
You are able to analyze the quality of services and customer satisfaction with the basic concepts that describe them and identify the connections between them. You are able to analyze different quality models and current content areas of customer satisfaction in the assessment of your own leadership capabilities. You are able to organize the activities of a group and take responsibility for it.
Evaluation criteria, excellent (5)
5 Excellent
You are able to assess the importance of service quality and customer satisfaction for the success of organizations. You are able to reflect on the quality of service and customer satisfaction based on the contents of the course. You are able to critically analyze your own capabilities and motivation for quality work and the development of customer satisfaction. You act responsibly and committedly in the group. You develop and direct both your own and the group's activities.
Prerequisites
Palveluliiketoiminnan perusteet
Services Marketing
Enrollment
01.08.2023 - 24.08.2023
Timing
28.08.2023 - 31.12.2023
Number of ECTS credits allocated
4 op
Mode of delivery
Face-to-face
Unit
School of Business
Campus
Main Campus
Teaching languages
- Finnish
Seats
0 - 35
Degree programmes
- Bachelor's Degree Programme in Service Business
Teachers
- Elisa Närhi
Groups
-
MPT22S1Palveluliiketoiminnan tutkinto-ohjelma (AMK)
-
ZJA23SMAvoin amk, marata
Objectives
You are familiar with the basic concepts describing the quality of services and customer satisfaction. You understand the importance of service quality and development for the competitiveness of the service. You are familiar with quality models and current content areas of customer satisfaction.
You will familiarize yourself with the key theories related to the service quality and customer satisfaction, after which you will apply them to practical examples. You recognize your own capabilities and motivation for quality work. You take responsibility for your own work. You recognize the principles of teamwork.
Content
Dimensions and quality models of service quality
Quality as a competitive factor in a company
Customer satisfaction
Measuring the quality of service and customer satisfaction
Mystery shopping
Service Recovery
Time and location
Contact teaching on Rajakatu.
Lectures are held twice a week (a more detailed schedule will be announced at the start of the course)
Learning materials and recommended literature
Grönroos, C., & Tillman, M. (2020). Palvelujen johtaminen ja markkinointi (5. painos.). Talentum.
Wilson, A. M., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2016). Services marketing: Integrating customer focus across the firm (Third European edition.). McGraw-Hill Education.
Teaching methods
Lectures
Group discussions
Group and individual assignments
Mystery shopping customer survey
Continuous feedback
Self- and peer review
Practical training and working life connections
Students will execute Mystery Shopping -research to a target company
Exam dates and retake possibilities
There is no exam during this course
Alternative completion methods
Osaamisen tunnistaminen ja tunnustaminen:
Hyväksilukeminen (korvaaminen ja sisällyttäminen)
Muulla tavoin hankitun osaamisen tunnistaminen ja tunnustaminen
Opinnollistaminen
Tarkemmat ohjeet löytyvät tutkintosäännöstä ja opinto-oppaasta.
Student workload
4 credits is 108 h of studying
Lectures 30 h
Independent study and tasks 36 h
Group work 42 h
Content scheduling
You will become familiar with key theories related to service quality and customer satisfaction, after which you will apply them to practical examples and carry out a work-based quality observation task as a group.
Further information for students
Avoin amk 5
Evaluation scale
0-5
Evaluation criteria, satisfactory (1-2)
1 Adequate
You understand the importance of quality of service. You are familiar with the basic concepts related to service quality and customer satisfaction. You are familiar with different quality models as well as current content areas of customer satisfaction and quality. You recognize your own capabilities for quality work, but the application remains incomplete. You evaluate your own competence and identify your areas for development. You recognize the principles of teamwork.
2 Satisfactory
You are able to explain the importance of service quality for organizations. You are able to utilize basic concepts describing the quality of services and customer satisfaction. You understand different quality models as well as current content areas of customer satisfaction and quality. You understand your own capabilities and are able to work in a group and in cooperation in a guided manner.
Evaluation criteria, good (3-4)
3 Good
You are able to utilize basic concepts describing the quality of services and customer satisfaction. You are able to apply topical content areas describing the quality of services and customer satisfaction in the assessment of your own capabilities. You take responsibility for the group's activities and are able to organize the group's goal-oriented activities.
4 Very good
You are able to analyze the quality of services and customer satisfaction with the basic concepts that describe them and identify the connections between them. You are able to analyze different quality models and current content areas of customer satisfaction in the assessment of your own leadership capabilities. You are able to organize the activities of a group and take responsibility for it.
Evaluation criteria, excellent (5)
5 Excellent
You are able to assess the importance of service quality and customer satisfaction for the success of organizations. You are able to reflect on the quality of service and customer satisfaction based on the contents of the course. You are able to critically analyze your own capabilities and motivation for quality work and the development of customer satisfaction. You act responsibly and committedly in the group. You develop and direct both your own and the group's activities.
Prerequisites
Palveluliiketoiminnan perusteet
Services Marketing
Enrollment
02.08.2022 - 25.08.2022
Timing
12.09.2022 - 27.11.2022
Number of ECTS credits allocated
4 op
Virtual portion
4 op
Mode of delivery
Online learning
Unit
School of Business
Teaching languages
- Finnish
Seats
0 - 40
Degree programmes
- Bachelor's Degree Programme in Service Business
Teachers
- Tomi Hiltunen
Groups
-
MPT21SMPalveluliiketoiminnan tutkinto-ohjelma (AMK)
-
ZJA22SMAvoin AMK, marata
Objectives
You are familiar with the basic concepts describing the quality of services and customer satisfaction. You understand the importance of service quality and development for the competitiveness of the service. You are familiar with quality models and current content areas of customer satisfaction.
You will familiarize yourself with the key theories related to the service quality and customer satisfaction, after which you will apply them to practical examples. You recognize your own capabilities and motivation for quality work. You take responsibility for your own work. You recognize the principles of teamwork.
Content
Dimensions and quality models of service quality
Quality as a competitive factor in a company
Customer satisfaction
Measuring the quality of service and customer satisfaction
Mystery shopping
Service Recovery
Time and location
Online course between 3.10.-4.12.2022
Webinars are conducted via Zoom at 5pm-6:30pm once a week
Learning materials and recommended literature
ISBN 978-951-0-34601-3
Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi. Helsinki : WSOYpro.
Teaching methods
Webinars, group work, assignments.
Continuous feedback.
Self and peer evaluation.
Practical training and working life connections
Students will execute Mystery Shopping -research to a target company
Exam dates and retake possibilities
There is no exam during this course
Alternative completion methods
Osaamisen tunnistaminen ja tunnustaminen:
Hyväksilukeminen (korvaaminen ja sisällyttäminen)
Muulla tavoin hankitun osaamisen tunnistaminen ja tunnustaminen
Opinnollistaminen
Tarkemmat ohjeet löytyvät tutkintosäännöstä ja opinto-oppaasta.
Student workload
4 credits is 108 h of studying
lectures 30h, group work 36h, self-study 42h
Content scheduling
You will become familiar with key theories related to service quality and customer satisfaction, after which you will apply them to practical examples and carry out a work-based quality observation task as a group.
Further information for students
Pass / Fail
Evaluation scale
Pass/Fail
Evaluation criteria, satisfactory (1-2)
1 Adequate
You understand the importance of quality of service. You are familiar with the basic concepts related to service quality and customer satisfaction. You are familiar with different quality models as well as current content areas of customer satisfaction and quality. You recognize your own capabilities for quality work, but the application remains incomplete. You evaluate your own competence and identify your areas for development. You recognize the principles of teamwork.
2 Satisfactory
You are able to explain the importance of service quality for organizations. You are able to utilize basic concepts describing the quality of services and customer satisfaction. You understand different quality models as well as current content areas of customer satisfaction and quality. You understand your own capabilities and are able to work in a group and in cooperation in a guided manner.
Evaluation criteria, good (3-4)
3 Good
You are able to utilize basic concepts describing the quality of services and customer satisfaction. You are able to apply topical content areas describing the quality of services and customer satisfaction in the assessment of your own capabilities. You take responsibility for the group's activities and are able to organize the group's goal-oriented activities.
4 Very good
You are able to analyze the quality of services and customer satisfaction with the basic concepts that describe them and identify the connections between them. You are able to analyze different quality models and current content areas of customer satisfaction in the assessment of your own leadership capabilities. You are able to organize the activities of a group and take responsibility for it.
Evaluation criteria, excellent (5)
5 Excellent
You are able to assess the importance of service quality and customer satisfaction for the success of organizations. You are able to reflect on the quality of service and customer satisfaction based on the contents of the course. You are able to critically analyze your own capabilities and motivation for quality work and the development of customer satisfaction. You act responsibly and committedly in the group. You develop and direct both your own and the group's activities.
Prerequisites
Palveluliiketoiminnan perusteet
Services Marketing
Enrollment
01.08.2022 - 25.08.2022
Timing
29.08.2022 - 30.10.2022
Number of ECTS credits allocated
4 op
Mode of delivery
Face-to-face
Unit
School of Business
Campus
Main Campus
Teaching languages
- Finnish
Seats
0 - 40
Degree programmes
- Bachelor's Degree Programme in Service Business
Teachers
- Elisa Närhi
Groups
-
MPT21S1Palveluliiketoiminnan tutkinto-ohjelma (AMK)
-
ZJA22SMAvoin AMK, marata
Objectives
You are familiar with the basic concepts describing the quality of services and customer satisfaction. You understand the importance of service quality and development for the competitiveness of the service. You are familiar with quality models and current content areas of customer satisfaction.
You will familiarize yourself with the key theories related to the service quality and customer satisfaction, after which you will apply them to practical examples. You recognize your own capabilities and motivation for quality work. You take responsibility for your own work. You recognize the principles of teamwork.
Content
Dimensions and quality models of service quality
Quality as a competitive factor in a company
Customer satisfaction
Measuring the quality of service and customer satisfaction
Mystery shopping
Service Recovery
Learning materials and recommended literature
ISBN 978-951-0-34601-3
Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi. Helsinki : WSOYpro.
Teaching methods
Lectures, group work, assignments.
Continuous feedback.
Self and peer evaluation.
Practical training and working life connections
Students will execute Mystery Shopping -research to a target company
Exam dates and retake possibilities
There is no exam during this course
Alternative completion methods
Osaamisen tunnistaminen ja tunnustaminen:
Hyväksilukeminen (korvaaminen ja sisällyttäminen)
Muulla tavoin hankitun osaamisen tunnistaminen ja tunnustaminen
Opinnollistaminen
Tarkemmat ohjeet löytyvät tutkintosäännöstä ja opinto-oppaasta.
Student workload
4 credits is 108 h of studying
lectures 30h, group work 36h, self-study 42h
Content scheduling
You will become familiar with key theories related to service quality and customer satisfaction, after which you will apply them to practical examples and carry out a work-based quality observation task as a group.
Further information for students
Pass / Fail
Evaluation scale
Pass/Fail
Evaluation criteria, satisfactory (1-2)
1 Adequate
You understand the importance of quality of service. You are familiar with the basic concepts related to service quality and customer satisfaction. You are familiar with different quality models as well as current content areas of customer satisfaction and quality. You recognize your own capabilities for quality work, but the application remains incomplete. You evaluate your own competence and identify your areas for development. You recognize the principles of teamwork.
2 Satisfactory
You are able to explain the importance of service quality for organizations. You are able to utilize basic concepts describing the quality of services and customer satisfaction. You understand different quality models as well as current content areas of customer satisfaction and quality. You understand your own capabilities and are able to work in a group and in cooperation in a guided manner.
Evaluation criteria, good (3-4)
3 Good
You are able to utilize basic concepts describing the quality of services and customer satisfaction. You are able to apply topical content areas describing the quality of services and customer satisfaction in the assessment of your own capabilities. You take responsibility for the group's activities and are able to organize the group's goal-oriented activities.
4 Very good
You are able to analyze the quality of services and customer satisfaction with the basic concepts that describe them and identify the connections between them. You are able to analyze different quality models and current content areas of customer satisfaction in the assessment of your own leadership capabilities. You are able to organize the activities of a group and take responsibility for it.
Evaluation criteria, excellent (5)
5 Excellent
You are able to assess the importance of service quality and customer satisfaction for the success of organizations. You are able to reflect on the quality of service and customer satisfaction based on the contents of the course. You are able to critically analyze your own capabilities and motivation for quality work and the development of customer satisfaction. You act responsibly and committedly in the group. You develop and direct both your own and the group's activities.
Prerequisites
Palveluliiketoiminnan perusteet
Services Marketing