• Basic of Service Business (MP00BA24-3005),
         29.08.2022 – 19.05.2023,  10 cr  (MPT22S1, ...) — Face-to-face +-
    Learning outcomes of the course
    After the course you recognize service business' operational environment, business models and forms. You are familiar with the concept of service and hospitality and their implementation into practice. You know also what means customer, consumer and user. You recognize the relevance of needs and diversity as factors influencing customers' actions. You recognize your own role as service designer and your customer service abilities.
    Course contents
    Service company's operational environment
    Hospitality business' business models and forms
    Hospitality
    Characteristics of service
    Customer service person and service provider
    Interaction with customers and challenging situations
    Concepts of customer, consumer and user
    Assessment criteria
    Assessment criteria - grade 1 and 2
    1: You recognize operational environments and business models. You are familiar with the concept of service and its implementation into practice. You are familiar with the terms customer, consumer, user and customership. You recognize the meaning of customers' needs and diversity as factors that influence their actions. You recognize your own role as a service provider and some of your own customer service abilities.

    2: You apply your knowledge of the operational environments of service businesses and their business models into practice. You can describe the concept of service and its real world meaning. You can explain the terms customer, consumer, user and customership. You can explain the meaning of customers' needs and diversity as factors that influence their actions. You recognize your own role as a service provider and your customer service abilities, and can affect your own actions in said tasks.
    Assessment criteria - grade 3 and 4
    3: You can analyse the operational environment and the business models of a service company. You manage the concept of service and its real world meaning. You manage the terms customer, consumer, user and customership. You can analyse the meaning of customers' needs and diversity as factors that influence their actions. You manage both your own role as a service provider and your customer service skills.

    4: In addition to all above, you can analyse your knowledge and create a holistic understanding of the courses themes.
    Assessment criteria - grade 5
    5: You can assess the operational environment and the business models of a service business. You can assess the terminology of service and their real world meaning. You can rationalise and explain the meaning of customers' needs and diversity as factors that influence their actions. You can critically evaluate both your role as a service provider and your customer service skills.
    Language of instruction

    Finnish

    Planned learning activities, teaching methods and guidance

    Luennot, ryhmätehtävät, pienryhmätehtävät, projektioppiminen, ilmiölähtöinen oppiminen (not translated)

    Learning materials and recommended literature

    - Viitala, R. & Jylhä, E.2013. Liiketoimintaosaaminen – menestyvän yrityksen perusta. Edita Publishing Oy.

    - Matkailun suuntana kestävä ja turvallinen tulevaisuus. Työ-, ja elinkeinoministeriö. 2021

    - Toimialojen näkymät: Matkailuala. Työ-, ja elinkeinoministeriö. 2021 (not translated)

    Lecturer(s)

    Tomi Hiltunen

    Working life cooperation

    Opintojaksolla tullaan tutustumaan opintojakson ilmiöihin käytännön tasolla kentän yhteistyöyrityksissä
    Lisäksi opintojaksolla voi käydä vierailijoita elinkeinoelämän yrityksistä. (not translated)

    Campus

    Main Campus

    Timing

    29.08.2022 - 19.05.2023

    Learning assignments and student workload

    - Kurssi on kuormitukseltaan 10 op, vastaten 270 tunnin työmäärää.
    - Kurssiin tulee liittymään kentällä suoritettavia jaksoja, joissa tarkastellaan kurssin aiheita käytännön tasolla
    - Luokkahuoneopetuksen, tapahtumiin osallistumisen ja ryhmätöiden lisäksi opiskelijan ajankäyttöön vaikuttaa omatoiminen kirjallisuuden lukeminen. (not translated)

    Enrollment

    01.08.2022 - 25.08.2022

    Groups
    • MPT22S1
    • ZJAG22SMP
    • ZJAMPT22S1
    Alternative learning methods

    Hyväksilukeminen (korvaaminen ja sisällyttäminen)
    Muulla tavoin hankitun osaamisen tunnistaminen ja tunnustaminen
    Työn opinnollistaminen
    Tarkemmat ohjeet löytyvät tutkintosäännöstä ja opinto-oppaasta (not translated)

    Seats

    0 - 35

    Assessment methods

    Avoin amk 5 (Gradian korkeakoulupolkulaiset sis. max-määrään) (not translated)

    Degree Programme

    Bachelor's Degree Programme in Service Business

    Mode of delivery

    Face-to-face

    Credits
    • 10 cr
    Unit

    School of Business