• Basics in Services (MTMW1110-3003),
         10.10.2022 – 21.12.2022,  5 cr  (ZJAMTM22S1, ...) — Face-to-face +-
    Learning outcomes of the course
    Student understands the role of the service industry in society. She/he understands definitions related to service industry and operations and is capable to use theoretical knowledge in practice. The student is familiar with a consumer purchase decision making process. He/she understands the significance of the customer's individuality as factor affecting his behavior in service situations. Student employs hospitality within services. He/she can apply psychological information during interactions while providing services. He/she can utilize existing knowledge to develop his/her own role as a service provider.
    Prerequisites and co-requisites
    -
    Course contents
    Services in society
    Basic theories and definitions of services
    Service company
    Consumer behavior and buying decision process
    Service ability in multicultural environment
    Hospitality
    Personal service skills
    Assessment criteria
    Assessment criteria - grade 1 and 2
    Sufficient (1): The student comprehends with a restricted part of theories and concepts related to services and customer service. Student has limited knowledge in searching, judging and utilizing relevant reference material to support the studying the topic.
    Satisfactory (2): Student shows comprehension of some core theories and concepts in the field. Student has limited ability to review and select reference materials to support own ideas and analysis. Student shows some ability to apply theory-based knowledge in practice.
    Assessment criteria - grade 3 and 4
    Good (3): Student can analyze key practices and principles of services. Student shows ability of supporting his/her views and ideas with selected references. Student shows ability to utilize analytical and conceptual tools in defining and analyzing services.
    Very Good (4): Student makes synthesis of core parts of theoretical and conceptual knowledge. Student is well able to find, select and evaluate reference literature to support his interpretation and justification of service business issues. Student show very good level of command of tools usable for analyzing services and their challenges, proposing viable solutions to them.
    Assessment criteria - grade 5
    Excellent (5): Student shows critical evaluation of theoretical and conceptual knowledge of services and customer understanding. Student shows excellent ability to find, select and evaluate reference literature and utilize those findings in interpreting and justifying issues from multiple perspectives. Student shows excellent ability to evaluate service situations and propose viable solutions to them.
    Language of instruction

    English

    Planned learning activities, teaching methods and guidance

    Lectures
    Individual assignments
    Group assignments
    Guest speeches/lectures by business practitionaires

    Learning materials and recommended literature

    Hudson, S. & Hudson, L. 2017. Customer service for hospitality and tourism. Oxford, UK : Goodfellow Publishers Ltd. (e-book available)
    Johnston, R. Clark, G. Shulver M. 2021. Service operations management : improving service delivery. Pearson Education. 5th edition. (e-book available)

    Lecturer(s)

    Susanna Riekkinen, Blair Baldwin

    Working life cooperation

    Guest speakers / case examples

    Campus

    Main Campus

    Timing

    10.10.2022 - 21.12.2022

    Learning assignments and student workload

    Lectures 40 hrs
    Individual and group assignments 55 h
    Exam and studying of literature 40 h
    Total 135 hours

    Enrollment

    01.08.2022 - 25.08.2022

    Groups
    • ZJAMTM22S1
    • MTM22S1
    • MTM22VS
    Seats

    0 - 50

    Assessment methods

    Avoin AMK (Open UAS) 5
    Exchange students 5

    Degree Programme

    Bachelor's Degree Programme in Tourism Management

    Mode of delivery

    Face-to-face

    Credits
    • 5 cr
    Unit

    School of Business