Opetussuunnitelmat

Objective

He/she is able to utilize his/her service competence in the analysis and development of companies’ service systems.

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

She/he is able to analyze and develop service systems of tourism companies, and the service system’s value generation in a customer-oriented and profitable way.

The student can recognize critical points in service operations. She/he understands the significance of core and support processes in terms of the quality and profitability of service. She/he recognizes factors affecting service quality and is able to measure and develop it.

Content

• The sectors of the service system in tourism companies and their impact on each other
• Value generation in service system
• Augmented service product
• Service processes and their visualization
• Service quality
• Service culture
• Analyzing and measuring

Oppimateriaali ja suositeltava kirjallisuus

Johnston R., Clark G., Shulver M. 2012. Service Operations Management. Pearsons Educational Ltd. Grönroos Christian. 2001. Service Management and Marketing. John Wiley & Sons Ltd.

Teaching methods

Lectures
individual assignments
group assignments
in-class case studies
guest speeches/lectures by business practitionaires

Student workload

Lectures 48 h
assignments 30 h
individual studying 37 h
exam 20 h
Total 135 h

Further information

Exchange students 5

Evaluation scale

0-5

Arviointikriteerit, tyydyttävä (1-2)

1 (Sufficient)
The student knows the concepts related to service systems and process thinking. The student recognises the different components of the service system and its core and support processes and can assess their quality from the perspective of customers in a restricted manner. She/he knows the basics in service quality thinking.

2 (Satisfactory)
The student masters the concepts related to service systems and process thinking. He/she recognises the different components of the service system and its core and support processes and can assess the quality of different components from the perspectives of the company and customer in a restricted manner. She/he understands the service quality thinking.

Arviointikriteerit, hyvä (3-4)

3 (Good) The student has internalized the concepts related to service systems and process thinking. He/she can describe service systems as well as core and support processes in an extensive manner. He/she can analyze and develop the quality of service systems from the perspective of the company and customer. He/she understands the economic significance of developing services. She/he understands the service quality thinking and can apply it in service management.
4 (Very Good) The student has internalized the concepts related to service systems and process thinking. He/she can analyze and develop the value generation of service systems as well as the efficiency of core and support processes. She/he understands well the service quality thinking and can apply it in comprehensive way in service management.

Assessment criteria, excellent (5)

5 (Excellent) The student has internalized the concepts related to service systems and process thinking. He/she can analyze and develop innovative service systems as well as the related core and support processes. He/she uses service process tools in a creative and efficient way. She/he has assimilated the service quality thinking and can apply it in comprehensive way in service management.

Qualifications

Basics in services