Management of Accessible ServicesLaajuus (5 cr)

Objective

The student knows the significance of services from the perspective of different fields and economies. He/she is able to utilise his/her service and customer competence in the management of the accessible tourism services.

The student masters the information of different sectors in a company’s service system: service, product and product development, service production system and processes, service and attitude culture and quality.

He/she is able to develop the service system’s value generation both from customer and company perspective. Student is capable in applying information both in the development of service systems in tourism companies and management of accessible services.

Content

Service business and its economic significance
Utilisation of customer competence in management
Dimensions of a company’s service system and their impact on each other
Service processes and their description
Value generation in service systems and processes
Management of accessible tourism services

Qualifications

The student understands the concepts related to accessible tourism. He/she recognizes the special characteristics and needs of the customers in accessible services.

Assessment criteria, satisfactory (1)

1 (Sufficient)
The student knows the different dimensions of service system in a company. The student recognises the meaning of service- and customer knowhow in the management of accessible tourism services. He/she understands the term value creation in service system. The student’s reporting is descriptive and unstructured and illustration is poor.

2 (Satisfactory)
The student demonstrates an understanding of the different parts of service system in a company. The student understands the meaning of service and customer knowhow in the management of accessible tourism services. He/she understands the term value creation in service system. The student’s reporting is descriptive, unstructured and in part illustrative.

Assessment criteria, good (3)

3 (Good)
The student understands and is able to describe different parts of service system in a company and understands their meaning in the management of accessible tourism services. The student understands the meaning of service and customer knowhow in the management of accessible tourism services. Student knows how service system creates value to the customer and to the company. The student’s reporting is structured, contemplative and illustrative, comprising a multitude of sources.

4 (Very Good)
The student understands different parts of service system in a company and is able to utilize that knowhow in the development of service systems and management of accessible tourism services. The student can utilize his/her service and customer knowhow in the management of accessible tourism services. Student is able to develop the value creation of service system both from customer orientation and company point of view. The student’s reporting is clear and illustrative, comprising a multitude of sources and analytical examination.

Assessment criteria, excellent (5)

5 (Excellent)
The student masters, in addition to the core competence required for grades 3 (Good) and 4 (Very good), critical examination. The student displays particular innovativeness.

Further information

This course is part of Accessible Tourism education package.