Opetussuunnitelmat

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

Location and time

Opintojakso alkaa 1.11., jolloin osallistujille lähetetään ennakkotehtävä.

Torstai 11.11.2021 klo 14.00-16.00 Aloituswebinaari

Torstai 18.11.2021 klo 14.00-16.00 Webinaari

Torstai 25.11.2021 klo 14.00-16.00 Webinaari

Torstai 2.12.2021 klo 14.00-16.00 Webinaari

Torstai 9.12.2021 klo 14.00-16.00 Webinaari

15.12.2021 dl oppimistehtäville. Opintojakso päättyy.

Oppimateriaali ja suositeltava kirjallisuus

Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi. Helsinki : WSOYpro.
https://thl.fi/fi/web/vammaispalvelujen-kasikirja/vammaisuus-yhteiskunnassa/esteettomyys-ja-saavutettavuus
Muu opettajan osoittama materiaali.

Teaching methods

This course is implemented online. Methods of teaching and learning used in the implementation:
* online webinars
* learning assignments
* group discussions

Employer connections

Visiting lecturers and cases from the industry sharing their experiences from the theme.

International connections

Internationalisation aspect is accommodated to this implementation using also international examples and material of accessible tourism.

Vaihtoehtoiset suoritustavat

You have the right to apply for recognition of your studies if you have prior learning (e.g. university studies completed elsewhere) that can be accredited towards the degree you are currently completing.

The recognition of prior learning is possible in three primary ways: accreditation (replacement or inclusion), recognition of informal learning and studification. More precise info: JAMK Degree Regulations, section 17.

Student workload

One credit corresponds to an average of 27 hours of work, which means that the load of five credits is approximately 135 hours. The load is distributed as follows:
* online webinars and group discussions 35
* independent assignments and other independent work (studying of literature, preparing for lectures) 100

Content scheduling

The course is implemented online during November-December 2021 (weeks 44-50).

Further information

Campus Online 10
Avoin AMK 10

Evaluation scale

0-5

Arviointikriteerit, tyydyttävä (1-2)

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.

Arviointikriteerit, hyvä (3-4)

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.

Qualifications

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

Further information

This course is part of Accessible Tourism education package.