Curricula

Objectives

Objectives
The purpose of the course is to provide you with an understanding of the theoretical framework for the management and marketing of services, so as to be able to apply it in strategic management and development.

Course competences
Service Business Competence
Learning to learn
Operating in a workplace
Ethics
Sustainable development

Course learning outcomes
After completing the course, you will be able to summarise the theoretical framework for the management and marketing of services. You understand the strategic significance of the management and marketing of services. You recognise the significance of productivity and operations in the management of services. You are able to define what the management of service quality means. You are able to analyse and assess how service companies can be managed in a competitive and responsible manner. In addition, you will learn to seek information in a variety of ways, to verbalise and share your own competence, and to utilise modern communication tools and technologies.

Content

Theory of service management, its principles and practical application
Theory and principles of service marketing
Responsibility perspective in the management and marketing of services

Utilisation of various forms of multichannel communication and modern tools: writing a book essay, building a conceptual map, writing a blog, making a podcast, self-reflection.

Time and location

online implementation

Learning materials and recommended literature

Bordoloi, S., Fitzsimmons, J. A. & Fitzsimmons, M. J. 2019. Service Management: Operations, Strategy, Information Technology. 9th edition. New York: McGraw-Hill Education.

Fitzsimmons, J. A., Fitzsimmons, M. J. & Bordoloi, S. 2014. Service Management: Operations, Strategy, Information Technology. 8th edition. New York: McGraw-Hill Education.

Turunen, T. 2013. Organizing Service Operations in Manufacturing. Aalto University publication series DOCTORAL DISSERTATIONS. Helsinki: Unigrafia Oy.

Articles given by the lecturer based on the webinars/ lectures

Teaching methods

Study methods
Responsible hospitality management is an online study course. You will utilize Moodle learning environment, where you can find the course instructions, timetables, tasks, and materials. You will conduct independent information retrieval and apply what you have learned in three learning tasks.

Guidance
You will be giving guidance during webinars. In addition, guidance will be giving via Moodle learning environment (e.g. forums for questions and answers) Your peers will also give at least some feedback as does your teacher(s) as it comes to learning assignments and reports.

Feedback
You will get feedback on your learning assignments.
You give feedback on the course (mid-term and final feedback on the implementation).

Practical training and working life connections

In the course, you utilize the operating environment of your industry/area of expertise as a learning environment that you apply to your learning tasks.

Your student group forms a working life-oriented peer learning network.

Exam dates and retake possibilities

No exam

International connections

During the course, you will utilise international research literature.

Alternative completion methods

You can familiarise yourself with 17§ of Jamk's degree regulations when con-sidering the recognition and recognition of course competence based on your previously acquired competence and the objectives of the course.

Student workload

Your indicative use of time during the 5-credit course is 135 working hours, which is divided as follows:

- online webinars 6 h
- learning tasks 40 h
- studying with learning materials 43 h
- Completing learning assignments (blog, podcast, essay) 46 h

Content scheduling

2,5 ECTS Theory and concepts of service management and service quality
2,5 ECTS Responsibility and accountability in service business management

Further information for students

The course will be implemented with special arrangements during autumn 2024. Course is available only for tourism and hospitality management (Master's degree students). This is the last implementation of the course.

You will receive formative and summative assessment (teacher/peer review) according to the sequencing of content and assignments.

In the study course, updated Arene recommendations and Jamki rules are followed in the utilization of artificial intelligence, instructions and possible ethical questions.

Evaluation scale

0-5

Evaluation criteria, satisfactory (1-2)

Adequate 1
You partially understand the theory and methods of the subject area and describe the implementations with reference to them. You distinguish and classify some of the terms used in the course. You are able to develop your own organisation from the perspective of your own work role. You take responsibility for your own work. You evaluate your competence and skills and recognise your principal development target. You write unstructure text with numeitous different repeated language and style errors.

Satisfactory 2
You apply the theory of the subject area that is delineated from the point of view of you topic. You select and define the key concepts. You will find a solution to the problem and illustrate the results with examples. The examples exhibit understanding and independent thinking that is connected to theory. You are able to cooperate in a responsible manner in a problem-solving situation and take responsibility for a colleague’s work. You understand the importance of equal and ethical leadership. You evaluate your own leadership and communication skills with examples and arguments. You report in a logical and illustrative manner, but the report exhibits certain shortcomings. You write text that is partly unstructured and exhibits many different language and style errors.

Evaluation criteria, good (3-4)

Good 3
You analyse essential and well-delineated theory and concepts of the subject area and justify their choice. You demonstrate an ability to follow and analyse the development and/or research in your area of expertise. You lead or plan a research, development or innovation project in which you apply new methods. You combine theory and practice. You evaluate and substantiate your own competence and are capable of developing it. You report in a logical and illustrative manner, substantiating the points you make. You write structured text with occasional language and style errors. You follow JAMK’s reporting instructions.

Very good 4
You outline a coherent whole of the key theory and concepts of the subject area, which you reflect upon critically. You assess, follow and discuss the development of, and international research in, your area of expertise. You lead or plan a research, development or innovation project in which you resolve a practical problem. You assess the process and the outcome by mirroring them against usability and theory. You reflect your competence and development. You report in a logical, analytical and competent manner. You write structured text in a fluent and almost error-free formal style.

Evaluation criteria, excellent (5)

Excellent 5
You produce new perspectives or knowledge on the subject area. You assess and interpret critically the development of different professional fields by also making reference to international research knowledge. You reflect upon the topic also at the societal level. You define the key concepts related to the special competence of the field correctly and in relation to one other. You demonstrate taking responsibility for increasing new knowledge and practices in your own professional field and for goal-oriented learning. You revise operating practices in a constantly changing operating environment. You assess, analyse, compare and substantiate the process, its outcome and its action proposals that are linked to the set objectives and criteria. You assess the development of your competence critically, comprehensively and in a diverse way, substantiating your arguments. You produce convincing content, presenting a logically coherent whole in which you demonstrate critical thinking and combine things in a new way. Your communications are argumentative and insightful and comply with an error-free formal style. You demonstrate a critical and argumentative ability to write.

Prerequisites

Bachelor's degree

Objectives

Objectives
The purpose of the course is to provide you with an understanding of the theoretical framework for the management and marketing of services, so as to be able to apply it in strategic management and development.

Course competences
Service Business Competence
Learning to learn
Operating in a workplace
Ethics
Sustainable development

Course learning outcomes
After completing the course, you will be able to summarise the theoretical framework for the management and marketing of services. You understand the strategic significance of the management and marketing of services. You recognise the significance of productivity and operations in the management of services. You are able to define what the management of service quality means. You are able to analyse and assess how service companies can be managed in a competitive and responsible manner. In addition, you will learn to seek information in a variety of ways, to verbalise and share your own competence, and to utilise modern communication tools and technologies.

Content

Theory of service management, its principles and practical application
Theory and principles of service marketing
Responsibility perspective in the management and marketing of services

Utilisation of various forms of multichannel communication and modern tools: writing a book essay, building a conceptual map, writing a blog, making a podcast, self-reflection.

Time and location

online implementation

Learning materials and recommended literature

Bordoloi, S., Fitzsimmons, J. A. & Fitzsimmons, M. J. 2019. Service Management: Operations, Strategy, Information Technology. 9th edition. New York: McGraw-Hill Education.

Fitzsimmons, J. A., Fitzsimmons, M. J. & Bordoloi, S. 2014. Service Management: Operations, Strategy, Information Technology. 8th edition. New York: McGraw-Hill Education.

Turunen, T. 2013. Organizing Service Operations in Manufacturing. Aalto University publication series DOCTORAL DISSERTATIONS. Helsinki: Unigrafia Oy.

Articles given by the lecturer based on the webinars/ lectures

Teaching methods

Individual learning assignments: essays
webinars and podcasts,

Exam dates and retake possibilities

No exam

Student workload

Online Implementation:
The course is modular, where it takes 2-3 weeks to complete the materials and learning tasks of the modules.
The course has 2-3 webinars

Further information for students

Avoin amk 15 (max) sisältyy paikkamääriin

Evaluation scale

0-5

Evaluation criteria, satisfactory (1-2)

Adequate 1
You partially understand the theory and methods of the subject area and describe the implementations with reference to them. You distinguish and classify some of the terms used in the course. You are able to develop your own organisation from the perspective of your own work role. You take responsibility for your own work. You evaluate your competence and skills and recognise your principal development target. You write unstructure text with numeitous different repeated language and style errors.

Satisfactory 2
You apply the theory of the subject area that is delineated from the point of view of you topic. You select and define the key concepts. You will find a solution to the problem and illustrate the results with examples. The examples exhibit understanding and independent thinking that is connected to theory. You are able to cooperate in a responsible manner in a problem-solving situation and take responsibility for a colleague’s work. You understand the importance of equal and ethical leadership. You evaluate your own leadership and communication skills with examples and arguments. You report in a logical and illustrative manner, but the report exhibits certain shortcomings. You write text that is partly unstructured and exhibits many different language and style errors.

Evaluation criteria, good (3-4)

Good 3
You analyse essential and well-delineated theory and concepts of the subject area and justify their choice. You demonstrate an ability to follow and analyse the development and/or research in your area of expertise. You lead or plan a research, development or innovation project in which you apply new methods. You combine theory and practice. You evaluate and substantiate your own competence and are capable of developing it. You report in a logical and illustrative manner, substantiating the points you make. You write structured text with occasional language and style errors. You follow JAMK’s reporting instructions.

Very good 4
You outline a coherent whole of the key theory and concepts of the subject area, which you reflect upon critically. You assess, follow and discuss the development of, and international research in, your area of expertise. You lead or plan a research, development or innovation project in which you resolve a practical problem. You assess the process and the outcome by mirroring them against usability and theory. You reflect your competence and development. You report in a logical, analytical and competent manner. You write structured text in a fluent and almost error-free formal style.

Evaluation criteria, excellent (5)

Excellent 5
You produce new perspectives or knowledge on the subject area. You assess and interpret critically the development of different professional fields by also making reference to international research knowledge. You reflect upon the topic also at the societal level. You define the key concepts related to the special competence of the field correctly and in relation to one other. You demonstrate taking responsibility for increasing new knowledge and practices in your own professional field and for goal-oriented learning. You revise operating practices in a constantly changing operating environment. You assess, analyse, compare and substantiate the process, its outcome and its action proposals that are linked to the set objectives and criteria. You assess the development of your competence critically, comprehensively and in a diverse way, substantiating your arguments. You produce convincing content, presenting a logically coherent whole in which you demonstrate critical thinking and combine things in a new way. Your communications are argumentative and insightful and comply with an error-free formal style. You demonstrate a critical and argumentative ability to write.

Prerequisites

Bachelor's degree

Objectives

Objectives
The purpose of the course is to provide you with an understanding of the theoretical framework for the management and marketing of services, so as to be able to apply it in strategic management and development.

Course competences
Service Business Competence
Learning to learn
Operating in a workplace
Ethics
Sustainable development

Course learning outcomes
After completing the course, you will be able to summarise the theoretical framework for the management and marketing of services. You understand the strategic significance of the management and marketing of services. You recognise the significance of productivity and operations in the management of services. You are able to define what the management of service quality means. You are able to analyse and assess how service companies can be managed in a competitive and responsible manner. In addition, you will learn to seek information in a variety of ways, to verbalise and share your own competence, and to utilise modern communication tools and technologies.

Content

Theory of service management, its principles and practical application
Theory and principles of service marketing
Responsibility perspective in the management and marketing of services

Utilisation of various forms of multichannel communication and modern tools: writing a book essay, building a conceptual map, writing a blog, making a podcast, self-reflection.

Time and location

Online Implementation

Learning materials and recommended literature

Bordoloi, S., Fitzsimmons, J. A. & Fitzsimmons, M. J. 2019. Service Management: Operations, Strategy, Information Technology. 9th edition. New York: McGraw-Hill Education.

Fitzsimmons, J. A., Fitzsimmons, M. J. & Bordoloi, S. 2014. Service Management: Operations, Strategy, Information Technology. 8th edition. New York: McGraw-Hill Education.

Turunen, T. 2013. Organizing Service Operations in Manufacturing. Aalto University publication series DOCTORAL DISSERTATIONS. Helsinki: Unigrafia Oy.

Articles given by the lecturer based on the webinars/ lectures

Teaching methods

orientation assignment
Individual learning assignments: essays
webinars, podcasts

Exam dates and retake possibilities

no exam

Student workload

Online Implementation:
Completion of orientation assignment is a sign of your participation in the course. Orientation assignment should be made before the first webinar.
The course is modular, where it takes 2-3 weeks to complete the materials and learning tasks of the modules.

The course has 3 webinars

Further information for students

Avoin amk 10 sisältyy max-paikkoihin

Evaluation scale

0-5

Evaluation criteria, satisfactory (1-2)

Adequate 1
You partially understand the theory and methods of the subject area and describe the implementations with reference to them. You distinguish and classify some of the terms used in the course. You are able to develop your own organisation from the perspective of your own work role. You take responsibility for your own work. You evaluate your competence and skills and recognise your principal development target. You write unstructure text with numeitous different repeated language and style errors.

Satisfactory 2
You apply the theory of the subject area that is delineated from the point of view of you topic. You select and define the key concepts. You will find a solution to the problem and illustrate the results with examples. The examples exhibit understanding and independent thinking that is connected to theory. You are able to cooperate in a responsible manner in a problem-solving situation and take responsibility for a colleague’s work. You understand the importance of equal and ethical leadership. You evaluate your own leadership and communication skills with examples and arguments. You report in a logical and illustrative manner, but the report exhibits certain shortcomings. You write text that is partly unstructured and exhibits many different language and style errors.

Evaluation criteria, good (3-4)

Good 3
You analyse essential and well-delineated theory and concepts of the subject area and justify their choice. You demonstrate an ability to follow and analyse the development and/or research in your area of expertise. You lead or plan a research, development or innovation project in which you apply new methods. You combine theory and practice. You evaluate and substantiate your own competence and are capable of developing it. You report in a logical and illustrative manner, substantiating the points you make. You write structured text with occasional language and style errors. You follow JAMK’s reporting instructions.

Very good 4
You outline a coherent whole of the key theory and concepts of the subject area, which you reflect upon critically. You assess, follow and discuss the development of, and international research in, your area of expertise. You lead or plan a research, development or innovation project in which you resolve a practical problem. You assess the process and the outcome by mirroring them against usability and theory. You reflect your competence and development. You report in a logical, analytical and competent manner. You write structured text in a fluent and almost error-free formal style.

Evaluation criteria, excellent (5)

Excellent 5
You produce new perspectives or knowledge on the subject area. You assess and interpret critically the development of different professional fields by also making reference to international research knowledge. You reflect upon the topic also at the societal level. You define the key concepts related to the special competence of the field correctly and in relation to one other. You demonstrate taking responsibility for increasing new knowledge and practices in your own professional field and for goal-oriented learning. You revise operating practices in a constantly changing operating environment. You assess, analyse, compare and substantiate the process, its outcome and its action proposals that are linked to the set objectives and criteria. You assess the development of your competence critically, comprehensively and in a diverse way, substantiating your arguments. You produce convincing content, presenting a logically coherent whole in which you demonstrate critical thinking and combine things in a new way. Your communications are argumentative and insightful and comply with an error-free formal style. You demonstrate a critical and argumentative ability to write.

Prerequisites

Bachelor's degree

Objectives

Objectives
The purpose of the course is to provide you with an understanding of the theoretical framework for the management and marketing of services, so as to be able to apply it in strategic management and development.

Course competences
Service Business Competence
Learning to learn
Operating in a workplace
Ethics
Sustainable development

Course learning outcomes
After completing the course, you will be able to summarise the theoretical framework for the management and marketing of services. You understand the strategic significance of the management and marketing of services. You recognise the significance of productivity and operations in the management of services. You are able to define what the management of service quality means. You are able to analyse and assess how service companies can be managed in a competitive and responsible manner. In addition, you will learn to seek information in a variety of ways, to verbalise and share your own competence, and to utilise modern communication tools and technologies.

Content

Theory of service management, its principles and practical application
Theory and principles of service marketing
Responsibility perspective in the management and marketing of services

Utilisation of various forms of multichannel communication and modern tools: writing a book essay, building a conceptual map, writing a blog, making a podcast, self-reflection.

Learning materials and recommended literature

Bordoloi, S., Fitzsimmons, J. A. & Fitzsimmons, M. J. 2019. Service Management: Operations, Strategy, Information Technology. 9th edition. New York: McGraw-Hill Education.

Fitzsimmons, J. A., Fitzsimmons, M. J. & Bordoloi, S. 2014. Service Management: Operations, Strategy, Information Technology. 8th edition. New York: McGraw-Hill Education.

Turunen, T. 2013. Organizing Service Operations in Manufacturing. Aalto University publication series DOCTORAL DISSERTATIONS. Helsinki: Unigrafia Oy.

Articles given by the lecturer based on the webinars/ lectures.

Teaching methods

orientation assignment
Individual learning assignments: essays
webinars, podcasts

Student workload

Online Implementation:
Completion of orientation assignment is a sign of your participation in the course. Orientation assignment should be made before the first webinar.
The course is modular, where it takes 2-3 weeks to complete the materials and learning tasks of the modules.

The course has 3 webinars

Further information for students

Avoin amk 10 sisältyy max-paikkoihin

Evaluation scale

Pass/Fail

Evaluation criteria, satisfactory (1-2)

Adequate 1
You partially understand the theory and methods of the subject area and describe the implementations with reference to them. You distinguish and classify some of the terms used in the course. You are able to develop your own organisation from the perspective of your own work role. You take responsibility for your own work. You evaluate your competence and skills and recognise your principal development target. You write unstructure text with numeitous different repeated language and style errors.

Satisfactory 2
You apply the theory of the subject area that is delineated from the point of view of you topic. You select and define the key concepts. You will find a solution to the problem and illustrate the results with examples. The examples exhibit understanding and independent thinking that is connected to theory. You are able to cooperate in a responsible manner in a problem-solving situation and take responsibility for a colleague’s work. You understand the importance of equal and ethical leadership. You evaluate your own leadership and communication skills with examples and arguments. You report in a logical and illustrative manner, but the report exhibits certain shortcomings. You write text that is partly unstructured and exhibits many different language and style errors.

Evaluation criteria, good (3-4)

Good 3
You analyse essential and well-delineated theory and concepts of the subject area and justify their choice. You demonstrate an ability to follow and analyse the development and/or research in your area of expertise. You lead or plan a research, development or innovation project in which you apply new methods. You combine theory and practice. You evaluate and substantiate your own competence and are capable of developing it. You report in a logical and illustrative manner, substantiating the points you make. You write structured text with occasional language and style errors. You follow JAMK’s reporting instructions.

Very good 4
You outline a coherent whole of the key theory and concepts of the subject area, which you reflect upon critically. You assess, follow and discuss the development of, and international research in, your area of expertise. You lead or plan a research, development or innovation project in which you resolve a practical problem. You assess the process and the outcome by mirroring them against usability and theory. You reflect your competence and development. You report in a logical, analytical and competent manner. You write structured text in a fluent and almost error-free formal style.

Evaluation criteria, excellent (5)

Excellent 5
You produce new perspectives or knowledge on the subject area. You assess and interpret critically the development of different professional fields by also making reference to international research knowledge. You reflect upon the topic also at the societal level. You define the key concepts related to the special competence of the field correctly and in relation to one other. You demonstrate taking responsibility for increasing new knowledge and practices in your own professional field and for goal-oriented learning. You revise operating practices in a constantly changing operating environment. You assess, analyse, compare and substantiate the process, its outcome and its action proposals that are linked to the set objectives and criteria. You assess the development of your competence critically, comprehensively and in a diverse way, substantiating your arguments. You produce convincing content, presenting a logically coherent whole in which you demonstrate critical thinking and combine things in a new way. Your communications are argumentative and insightful and comply with an error-free formal style. You demonstrate a critical and argumentative ability to write.

Prerequisites

Bachelor's degree