Man in the Service EnvironmentLaajuus (10 op)

Osaamistavoitteet

The students:
*Know the characteristics of services and the significance of a service attitude for the production of services.
*Understand the importance of communicating and interacting within a multicultural and diverse society as pertinent components for valuable and sustainable service production.
*Can apply psychological knowledge to interaction within the work community and to service oriented situations.
*Can evaluate the factors affecting the results of a team and understand the significance of their role and cooperation for a well-functioning team.
*Understand the significance of consumer behavior for the development of services and entrepreneurship.
*Recognize different psychological, cultural and social factors affecting consumer behaviour.
*Know the legislation applied within the service industry and can utilize and apply different legal sources of information.
*Can use presentation graphics and master the basics of image processing.

Sisältö

•Characteristics of service: a business and customer oriented approach.
•Self-knowledge: human needs, motivation, learning, mental self-regulation.
•Physical, mental and social diversity as opportunities and challenges: personality, values, life-cycle, multiculturalism, accessibility.
•Social behaviour: interaction, roles, emotional intelligence, social perception, group dynamics, teamwork.
•Factors affecting consumer behaviour, the future customer:
* Consumer behavioural dynamics
* Organisational buying behaviour
*Consumer protection

Esitietovaatimukset

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Arviointikriteerit, tyydyttävä (1)

Study Module Grading Criteria:

For the guidelines for the general assessment criteria of the Bachelor of Hospitality Management degree, please see the website of JAMK University of Applied Sciences (www.jamk.fi/english/forstudents/studyguide). The learning outcomes are assessed in accordance with the laid-out learning objectives, skills and overall competence requirements of the degree programme. The structure abides by both the national and European Quality Management Systems (NQF/EQF, level 6).

In case the curriculum is not specifically designed, successfully completed study modules are graded in accordance with the European Credit Transfer and Accumulation System (ECTS). This assessment is based on a five-point grading scale as follows: 5 (Excellent), 4 (Very good), 3 (good), 2 (Satisfactory), 1 (Sufficient).

A study module is graded as 0 (fail) based on a student’s inability of at least attaining the minimal course-specific, laid-out guidelines and objectives. In special cases, a course is graded as a pass/fail as follows: S for pass and 0 for fail.

The Grading Scale:

- 1 (Sufficient) – 2 (Satisfactory)

* The student is capable of demonstrating a basic understanding of service production from both customer and management perspectives.
*The student can demonstrate a basic understanding of the competitive strategies applied in service production and management.

- 3 (Good) – 4 (Very good)

The student obtains a grade of 1-2 if the individual core competencies are demonstrated in relation to the laid-out course objectives, and if a satisfactory command of the course content is shown according to the grading requirements illustrated below:

* The student is able to illustrate a comprehensive understanding of service production from both customer and management perspectives.
*The student understands the core competitive strategies required in successful service production and management.
* The student understands the importance of working within a multicultural and diverse society in the production and management of a sustainable service-oriented business.
* The student illustrates the psychological, cultural and social factors affecting successful service production and management practices.
* The student understands the importance of mastering consumer behavior characteristics for the development of services and entrepreneurship.
* The student is able to demonstrate a familiarization with the legislative requirements in service production and management.
* The student demonstrates satisfactory skills required in graphic presentation and basic image processing.

- 5 (Excellent)

* The student is capable of illustrating an in-depth understanding of service production from both customer and management perspectives.
*The student is capable of explicitly illustrating a comprehensive understanding of the competitive strategies applied in service production and management.
*The student aims at working independently by explicitly demonstrating and understanding the core competitive strategies required in successful service production and management.
* The student demonstrates a holistic understanding of the importance of working within a multicultural and diverse society in the production and management of a sustainable service-oriented business.
* The student is capable of explicitly illustrating the psychological, cultural and social factors affecting successful service production and management.
* The student comprehensively understands the importance of mastering consumer behavior characteristics for the developments of services and entrepreneurship.
* The student is capable of explicitly demonstrating a familiarization with the legislative requirements in service production and management.
* The student convincingly demonstrates satisfactory skills required in graphic presentation and basic image processing.