Accessible Service JourneysLaajuus (5 cr)

Objective

The student understands the process of the traveller who needs accessible services from the perspective of both the leisure traveller and business traveller.

The student recognises central tourism actors, their operating models and industry structures. He/she understands the perspectives of different service providers in the implementation of accessible service journey.

The student understands special needs of the customer at each stage of the journey, and creation of the customer’s overall experience.

Content

Traveller’s service journey and accessibility
Value generation for the leisure and business traveller
Tourism service producers
Central concepts, special characteristics and structures of the different tourism service sectors
Overall experience in service journey

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 stages of service journey. The student recognises key actors and existing services. He/she understands the term of experience. The student’s reporting is descriptive and unstructured and illustration is poor.

2 (Satisfactory)
The student demonstrates an understanding of the different stages of customer journey from the perspective of accessibility. The student is able to point out key actors and services. He/she understands the term of experience. 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 the service journey of the customer, who need accessible services. The student knows the key actors and services and understands the meaning of different service providers from customers point of view. Student understands experience as a part of service journey. The student’s reporting is structured, contemplative and illustrative, comprising a multitude of sources.

4 (Very Good)
The student understands and is able to describe the service journey of different customer groups, who need accessible services. The student networks with tourism actors and is able to assess key services as part of the operating field. The student knows and is able to apply experience design in the creation of service journeys. 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.