Services DesignLaajuus (3 cr)
Code: YHGS1007
Credits
3 op
Teaching language
- English
Responsible person
- Blair Baldwin
- Blair Baldwin
Objective
Upon completion of this course students will be able to
• Explain the importance of services design as a distinctive and vital part of success in the current global economy for business.
• Describe the gaps model of services quality and the relationship between customer expectations and customer perceptions of service.
• Develop services design frameworks for understanding customer requirements, building customer relationships, and solving service quality problems.
• Construct and align services design frameworks with customer defined standards.
• Explain the role of management, employees and customers in delivering and performing the service process.
• Identify strategies for alignment of demand and capacity in services business.
• Describe strategies to manage services design promises and the role that pricing plays in services design.
Content
This course introduces the distinctive design of service industries, service as a product, customer service and derived service and their importance in the economy for both profit and non-profit organizations. Included is the introduction of the gaps model of service quality and a detailed explanation of causes of the gaps and introduces strategies to create a sustainable competitive advantage by managing the gaps. Throughout the course, the importance of technology in the delivery and marketing of services is emphasized.
Qualifications
An introductory course in marketing.
Assessment criteria, satisfactory (1)
Fail 0
Knowledge and Understanding: The student is unable to demonstrate the basic theoretical and conceptual knowledge. Central concepts of service design are not understood.
Transferable skills: None. The student in incapable of understanding the basic theory behind service design and has no ability to present is unable to present in writing or orally on the elements of services design.
Inadequate 1
Knowledge and Understanding: The student is able to demonstrate a superficial understanding of theoretical and conceptual knowledge. The comprehension of central concepts of service design remain vague or are largely incomplete. The ability to apply the concepts of services design to business are limited in scope and content.
Transferable skills: Negligible. The student is unable to apply the central concepts of services design to an applied business scenario; and the student has very limited abilities to communicate in English both orally and in written format on the elements of services design.
Assessment criteria, good (3)
Satisfactory 2
Knowledge and Understanding: The student is able to demonstrate a basic theoretical and conceptual knowledge of services design. The majority of the central concepts of services design can be defined and the student has a rudimentary ability to apply these concepts to service businesses.
Transferable skills: The student understands the basic theory and possesses a limited ability to apply the concepts in a practical manner to service businesses. The student is able to communicate in English both in oral and written format and is able to prepare and present reports with a significant amount of direction.
Good 3
Knowledge and Understanding: The student knows the basic theoretical and conceptual knowledge of services design. Central concepts have been defined with clarity and accuracy The student displays a fairly good command of the subject area and is able to demonstrate basic applications to service businesses.
Transferable skills: The student can explain the theory of services design and with assistance, can apply the theory to services businesses. The student is able to communicate in English both in oral and written format and is able to prepare and present reports with limited amount of direction
Very Good 4
Knowledge and Understanding: The student demonstrates a thorough and consistent theoretical and conceptual knowledge of services design. Central concepts are defined with clarity, accuracy and logic. The student is able to demonstrate complete applications to service businesses.
Transferable skills: The student can explain the theory of services design and with minimal assistance, can apply the theory to services businesses. The student possesses very good skills in communicating effectively in English both in oral and written format and is able to prepare and present reports at a high level of proficiency and with almost no direction.
Assessment criteria, excellent (5)
Excellent 5
Knowledge and Understanding: The student demonstrates an exceptional theoretical and conceptual knowledge of services design. Central concepts are defined with clarity, accuracy, logical and persuasiveness and as well contain innovative content. The student displays a command of the subject area that befits a professional practicing in the service business.
Transferable skills: The student possesses advanced knowledge in services design and can communicating in a superior manner in English both in oral and written format and is able to prepare reports and present reports at a level of proficiency matching a service professional.
Further information
Teacher- Professor Dr Blair Baldwin from Okanagan College, Canada
Enrollment
02.04.2024 - 30.04.2024
Timing
03.06.2024 - 19.06.2024
Number of ECTS credits allocated
3 op
Mode of delivery
Face-to-face
Unit
School of Business
Campus
Main Campus
Teaching languages
- English
Seats
0 - 5
Teachers
- Blair Baldwin
Groups
-
HBI24VKSSLike's Summer School 2024 (Bachelor's)
-
ZJA24KHAvoin AMK, lita
Objective
Upon completion of this course students will be able to
• Explain the importance of services design as a distinctive and vital part of success in the current global economy for business.
• Describe the gaps model of services quality and the relationship between customer expectations and customer perceptions of service.
• Develop services design frameworks for understanding customer requirements, building customer relationships, and solving service quality problems.
• Construct and align services design frameworks with customer defined standards.
• Explain the role of management, employees and customers in delivering and performing the service process.
• Identify strategies for alignment of demand and capacity in services business.
• Describe strategies to manage services design promises and the role that pricing plays in services design.
Content
This course introduces the distinctive design of service industries, service as a product, customer service and derived service and their importance in the economy for both profit and non-profit organizations. Included is the introduction of the gaps model of service quality and a detailed explanation of causes of the gaps and introduces strategies to create a sustainable competitive advantage by managing the gaps. Throughout the course, the importance of technology in the delivery and marketing of services is emphasized.
Further information
Avoin amk 5
Edufutura 5
Evaluation scale
0-5
Arviointikriteerit, tyydyttävä (1-2)
Fail 0
Knowledge and Understanding: The student is unable to demonstrate the basic theoretical and conceptual knowledge. Central concepts of service design are not understood.
Transferable skills: None. The student in incapable of understanding the basic theory behind service design and has no ability to present is unable to present in writing or orally on the elements of services design.
Inadequate 1
Knowledge and Understanding: The student is able to demonstrate a superficial understanding of theoretical and conceptual knowledge. The comprehension of central concepts of service design remain vague or are largely incomplete. The ability to apply the concepts of services design to business are limited in scope and content.
Transferable skills: Negligible. The student is unable to apply the central concepts of services design to an applied business scenario; and the student has very limited abilities to communicate in English both orally and in written format on the elements of services design.
Arviointikriteerit, hyvä (3-4)
Satisfactory 2
Knowledge and Understanding: The student is able to demonstrate a basic theoretical and conceptual knowledge of services design. The majority of the central concepts of services design can be defined and the student has a rudimentary ability to apply these concepts to service businesses.
Transferable skills: The student understands the basic theory and possesses a limited ability to apply the concepts in a practical manner to service businesses. The student is able to communicate in English both in oral and written format and is able to prepare and present reports with a significant amount of direction.
Good 3
Knowledge and Understanding: The student knows the basic theoretical and conceptual knowledge of services design. Central concepts have been defined with clarity and accuracy The student displays a fairly good command of the subject area and is able to demonstrate basic applications to service businesses.
Transferable skills: The student can explain the theory of services design and with assistance, can apply the theory to services businesses. The student is able to communicate in English both in oral and written format and is able to prepare and present reports with limited amount of direction
Very Good 4
Knowledge and Understanding: The student demonstrates a thorough and consistent theoretical and conceptual knowledge of services design. Central concepts are defined with clarity, accuracy and logic. The student is able to demonstrate complete applications to service businesses.
Transferable skills: The student can explain the theory of services design and with minimal assistance, can apply the theory to services businesses. The student possesses very good skills in communicating effectively in English both in oral and written format and is able to prepare and present reports at a high level of proficiency and with almost no direction.
Assessment criteria, excellent (5)
Excellent 5
Knowledge and Understanding: The student demonstrates an exceptional theoretical and conceptual knowledge of services design. Central concepts are defined with clarity, accuracy, logical and persuasiveness and as well contain innovative content. The student displays a command of the subject area that befits a professional practicing in the service business.
Transferable skills: The student possesses advanced knowledge in services design and can communicating in a superior manner in English both in oral and written format and is able to prepare reports and present reports at a level of proficiency matching a service professional.
Qualifications
An introductory course in marketing.
Further information
Teacher- Professor Dr Blair Baldwin from Okanagan College, Canada
Enrollment
01.03.2023 - 01.04.2023
Timing
02.06.2023 - 22.06.2023
Number of ECTS credits allocated
3 op
Mode of delivery
Face-to-face
Unit
School of Business
Campus
Lutakko Campus
Teaching languages
- English
Seats
0 - 20
Teachers
- Risto Korkia-Aho
- Blair Baldwin
Groups
-
YBB20S1Master's Degree Programme in International Business Management
-
MPT20S1Palveluliiketoiminta
-
HTA22S1Tiimiakatemia (AMK)
-
HBI23VKSSLike's Summer School 2023 (Bachelor's)
-
HTK21S1Tietojenkäsittely (AMK)
-
HTG21S1Bachelor's Degree Programme in Business Information Technology
-
YHO21S1Organisaation ja talouden johtaminen (YAMK)
-
MTM21S1Bachelor's Degree Programme in Tourism Management
-
YMJ21S1Matkailu- ja palveluliiketoiminnan johtaminen (YAMK)
-
MPT21S1Palveluliiketoiminnan tutkinto-ohjelma (AMK)
-
HBI22VSBachelor's Degree Programme in International Business, vaihto-opiskelu/Exchange studies
-
ZJA23KHAvoin AMK, lita
-
YBB22VSMaster's Degree Programme in International Business, vaihto-opiskelu/Exchange studies
-
HTA21S1Tiimiakatemia (AMK)
-
HTK20S1Tietojenkäsittely
-
HTG20S1Bachelor's Degree Programme in Business Information Technology
-
YHS22S1Master's Degree Programme in Sport Business Management
-
MTM22S1Bachelor's Degree Programme in Tourism Management
-
YHO22S1Organisaation ja talouden johtaminen (YAMK)
-
YMJ22S1Matkailu- ja palveluliiketoiminnan johtaminen (YAMK)
-
HBI20S1Bachelor's Degree Programme in International Business
-
MPT23VKPalveluliiketoiminnan tutkinto-ohjelma (AMK), vaihto-opiskelu/Exchange studies
-
HTG23VKBachelor's Degree Programme in Business Information Technology, vaihto-opiskelu/Exchange studies
-
HBI21S1Degree Programme in International Business
-
HBI22S1Degree Programme in International Business
-
YHS21S1Master's Degree Programme in Sport Business Management
-
MTM20S1Bachelor's Degree Programme in Tourism Management
-
YBB22S1Master's Degree Programme in International Business
-
HTL21SIYLiiketalouden tutkinto-ohjelma (AMK)
-
HTL21SBLiiketalouden tutkinto-ohjelma (AMK)
-
YHS23VKMaster's Degree Programme in Sport Business Management, vaihto-opiskelu/Exchange studies
-
MTM22VSBachelor's Degree Programme in Tourism Management,vaihto-opiskelu/Exchange studies
-
YBB21S1Master's Degree Programme in International Business
-
HTL21SCLiiketalouden tutkinto-ohjelma (AMK)
-
MTM23VKBachelor's Degree Programme in Tourism Management,vaihto-opiskelu/Exchange studies
-
HBI23VKBachelor's Degree Programme in International Business, vaihto-opiskelu/Exchange studies
-
HTL21SALiiketalouden tutkinto-ohjelma (AMK)
-
YBB23VKMaster's Degree Programme in International Business, vaihto-opiskelu/Exchange studies
Objective
Upon completion of this course students will be able to
• Explain the importance of services design as a distinctive and vital part of success in the current global economy for business.
• Describe the gaps model of services quality and the relationship between customer expectations and customer perceptions of service.
• Develop services design frameworks for understanding customer requirements, building customer relationships, and solving service quality problems.
• Construct and align services design frameworks with customer defined standards.
• Explain the role of management, employees and customers in delivering and performing the service process.
• Identify strategies for alignment of demand and capacity in services business.
• Describe strategies to manage services design promises and the role that pricing plays in services design.
Content
This course introduces the distinctive design of service industries, service as a product, customer service and derived service and their importance in the economy for both profit and non-profit organizations. Included is the introduction of the gaps model of service quality and a detailed explanation of causes of the gaps and introduces strategies to create a sustainable competitive advantage by managing the gaps. Throughout the course, the importance of technology in the delivery and marketing of services is emphasized.
Location and time
Monday June 5 - Friday June 9, 2023
Monday June 12 -Thursday June 15, 2023
Monday June 19 - Wednesday June 21, 2023
Daily hours will be published later: each day 1hour 15 minutes
Location published later.
Oppimateriaali ja suositeltava kirjallisuus
Will be shared by the visiting professor in the first meeting
Teaching methods
The services design course is designed to implement experiential learning. Face-to-face interaction involves, including but not limited to, in-class lectures, case study discussions, in-class assignments, and workshops.
Employer connections
Students that successfully understand the Services Design model will acquire skills to allow them to find work in those service industries that heavily rely on the combination of an intangible diverse experience and tangible products. As an example, students in Canada have found broad employment in online services, tourism & hospitality, professional service firms including transportation, management consulting, government services, and the retail services industry.
Exam schedules
Will be shared by the visiting professor in the classroom.
Vaihtoehtoiset suoritustavat
None
Student workload
81 hours
- Lessons 18 h
-Assignments, presentations 48
-Independent reading and research 15
Further information
Applied Project Written Report – 50%
Major Assessment Components - Project Plan; Service Script; Consumer Gap Analysis; Provider Gap Analysis; Conclusions
Applied Project Oral Presentation - 50%
60%
Class Involvement – 10 marks 10%
Final Exam – 30 marks 30%
Open UAS 5
Edufutura 5
Total 100%
Evaluation scale
0-5
Arviointikriteerit, tyydyttävä (1-2)
Fail 0
Knowledge and Understanding: The student is unable to demonstrate the basic theoretical and conceptual knowledge. Central concepts of service design are not understood.
Transferable skills: None. The student in incapable of understanding the basic theory behind service design and has no ability to present is unable to present in writing or orally on the elements of services design.
Inadequate 1
Knowledge and Understanding: The student is able to demonstrate a superficial understanding of theoretical and conceptual knowledge. The comprehension of central concepts of service design remain vague or are largely incomplete. The ability to apply the concepts of services design to business are limited in scope and content.
Transferable skills: Negligible. The student is unable to apply the central concepts of services design to an applied business scenario; and the student has very limited abilities to communicate in English both orally and in written format on the elements of services design.
Arviointikriteerit, hyvä (3-4)
Satisfactory 2
Knowledge and Understanding: The student is able to demonstrate a basic theoretical and conceptual knowledge of services design. The majority of the central concepts of services design can be defined and the student has a rudimentary ability to apply these concepts to service businesses.
Transferable skills: The student understands the basic theory and possesses a limited ability to apply the concepts in a practical manner to service businesses. The student is able to communicate in English both in oral and written format and is able to prepare and present reports with a significant amount of direction.
Good 3
Knowledge and Understanding: The student knows the basic theoretical and conceptual knowledge of services design. Central concepts have been defined with clarity and accuracy The student displays a fairly good command of the subject area and is able to demonstrate basic applications to service businesses.
Transferable skills: The student can explain the theory of services design and with assistance, can apply the theory to services businesses. The student is able to communicate in English both in oral and written format and is able to prepare and present reports with limited amount of direction
Very Good 4
Knowledge and Understanding: The student demonstrates a thorough and consistent theoretical and conceptual knowledge of services design. Central concepts are defined with clarity, accuracy and logic. The student is able to demonstrate complete applications to service businesses.
Transferable skills: The student can explain the theory of services design and with minimal assistance, can apply the theory to services businesses. The student possesses very good skills in communicating effectively in English both in oral and written format and is able to prepare and present reports at a high level of proficiency and with almost no direction.
Assessment criteria, excellent (5)
Excellent 5
Knowledge and Understanding: The student demonstrates an exceptional theoretical and conceptual knowledge of services design. Central concepts are defined with clarity, accuracy, logical and persuasiveness and as well contain innovative content. The student displays a command of the subject area that befits a professional practicing in the service business.
Transferable skills: The student possesses advanced knowledge in services design and can communicating in a superior manner in English both in oral and written format and is able to prepare reports and present reports at a level of proficiency matching a service professional.
Qualifications
An introductory course in marketing.
Further information
Teacher- Professor Dr Blair Baldwin from Okanagan College, Canada
Enrollment
01.12.2021 - 30.04.2022
Timing
06.06.2022 - 23.06.2022
Number of ECTS credits allocated
3 op
Mode of delivery
Face-to-face
Unit
School of Business
Campus
Main Campus
Teaching languages
- English
Seats
0 - 20
Teachers
- Risto Korkia-Aho
- Blair Baldwin
Groups
-
YHS22VKMaster's Degree Programme in Sport Business Management, vaihto-opiskelu/Exchange studies
-
YBB22VKMaster's Degree Programme in International Business, vaihto-opiskelu/Exchange studies
-
MPT22VKPalveluliiketoiminnan tutkinto-ohjelma (AMK), vaihto-opiskelu/Exchange studies
-
HBI19S1Degree Programme in International Business
-
MTM22VKBachelor's Degree Programme in Tourism Management,vaihto-opiskelu/Exchange studies
-
HTG22VKBachelor's Degree Programme in Business Information Technology, vaihto-opiskelu/Exchange studies
-
HTL22VKLiiketalouden tutkinto-ohjelma (AMK)
-
HBI20S1Bachelor's Degree Programme in International Business
-
HBI22VKBachelor's Degree Programme in International Business, vaihto-opiskelu/Exchange studies
-
HBI22VKSSLike's Summer School 2022 (Bachelor's)
-
ZJA22KHAvoin AMK, lita
Objective
Upon completion of this course students will be able to
• Explain the importance of services design as a distinctive and vital part of success in the current global economy for business.
• Describe the gaps model of services quality and the relationship between customer expectations and customer perceptions of service.
• Develop services design frameworks for understanding customer requirements, building customer relationships, and solving service quality problems.
• Construct and align services design frameworks with customer defined standards.
• Explain the role of management, employees and customers in delivering and performing the service process.
• Identify strategies for alignment of demand and capacity in services business.
• Describe strategies to manage services design promises and the role that pricing plays in services design.
Content
This course introduces the distinctive design of service industries, service as a product, customer service and derived service and their importance in the economy for both profit and non-profit organizations. Included is the introduction of the gaps model of service quality and a detailed explanation of causes of the gaps and introduces strategies to create a sustainable competitive advantage by managing the gaps. Throughout the course, the importance of technology in the delivery and marketing of services is emphasized.
Location and time
Monday June 6 - Friday June 10, 2022
Monday June 13 -Thursday June 16, 2022
Monday June 20 - Wednesday June 22, 2022
Daily hours will be published later: each day 1hour 15 minutes
Location published later.
Oppimateriaali ja suositeltava kirjallisuus
The lecturer will provide the materials package.
Teaching methods
The services design course is designed to implement experiential learning. Face-to-face interaction involves, including but not limited to, in-class lectures, case study discussions, in-class assignments, and workshops.
Exam schedules
The lecturer will give more information at the beginning of the course in June.
Vaihtoehtoiset suoritustavat
None
Student workload
Monday June 6 - Friday June 10, 2022
Monday June 13 -Thursday June 16, 2022
Monday June 20 - Wednesday June 22, 2022
Daily hours will be published later: each day 1hour 15 minutes
Location published later.
81 hours
- Lessons 18 h
-Assignments, presentations 48
-Independent reading and research 15
Further information
Applied Project Written Report – 50%
Major Assessment Components - Project Plan; Service Script; Consumer Gap Analysis; Provider Gap Analysis; Conclusions
Applied Project Oral Presentation - 50%
60%
Class Involvement – 10 marks 10%
Final Exam – 30 marks 30%
Open UAS 5
Edufutura 5
Total 100%
Evaluation scale
0-5
Arviointikriteerit, tyydyttävä (1-2)
Fail 0
Knowledge and Understanding: The student is unable to demonstrate the basic theoretical and conceptual knowledge. Central concepts of service design are not understood.
Transferable skills: None. The student in incapable of understanding the basic theory behind service design and has no ability to present is unable to present in writing or orally on the elements of services design.
Inadequate 1
Knowledge and Understanding: The student is able to demonstrate a superficial understanding of theoretical and conceptual knowledge. The comprehension of central concepts of service design remain vague or are largely incomplete. The ability to apply the concepts of services design to business are limited in scope and content.
Transferable skills: Negligible. The student is unable to apply the central concepts of services design to an applied business scenario; and the student has very limited abilities to communicate in English both orally and in written format on the elements of services design.
Arviointikriteerit, hyvä (3-4)
Satisfactory 2
Knowledge and Understanding: The student is able to demonstrate a basic theoretical and conceptual knowledge of services design. The majority of the central concepts of services design can be defined and the student has a rudimentary ability to apply these concepts to service businesses.
Transferable skills: The student understands the basic theory and possesses a limited ability to apply the concepts in a practical manner to service businesses. The student is able to communicate in English both in oral and written format and is able to prepare and present reports with a significant amount of direction.
Good 3
Knowledge and Understanding: The student knows the basic theoretical and conceptual knowledge of services design. Central concepts have been defined with clarity and accuracy The student displays a fairly good command of the subject area and is able to demonstrate basic applications to service businesses.
Transferable skills: The student can explain the theory of services design and with assistance, can apply the theory to services businesses. The student is able to communicate in English both in oral and written format and is able to prepare and present reports with limited amount of direction
Very Good 4
Knowledge and Understanding: The student demonstrates a thorough and consistent theoretical and conceptual knowledge of services design. Central concepts are defined with clarity, accuracy and logic. The student is able to demonstrate complete applications to service businesses.
Transferable skills: The student can explain the theory of services design and with minimal assistance, can apply the theory to services businesses. The student possesses very good skills in communicating effectively in English both in oral and written format and is able to prepare and present reports at a high level of proficiency and with almost no direction.
Assessment criteria, excellent (5)
Excellent 5
Knowledge and Understanding: The student demonstrates an exceptional theoretical and conceptual knowledge of services design. Central concepts are defined with clarity, accuracy, logical and persuasiveness and as well contain innovative content. The student displays a command of the subject area that befits a professional practicing in the service business.
Transferable skills: The student possesses advanced knowledge in services design and can communicating in a superior manner in English both in oral and written format and is able to prepare reports and present reports at a level of proficiency matching a service professional.
Qualifications
An introductory course in marketing.
Further information
Teacher- Professor Dr Blair Baldwin from Okanagan College, Canada
Enrollment
01.12.2020 - 30.04.2021
Timing
07.06.2021 - 23.06.2021
Number of ECTS credits allocated
3 op
Virtual portion
3 op
Mode of delivery
Online learning
Unit
School of Business
Teaching languages
- English
Seats
0 - 15
Teachers
- Risto Korkia-Aho
- Blair Baldwin
- Blair Baldwin
Groups
-
HBI18S1Degree Programme in International Business
-
HBI19S1Degree Programme in International Business
-
HTL19S1Liiketalous
-
HBI21VKESSBachelor’s degree in Business Administration, ESSCA School of Management, Bachelor’s degree
-
ZJA21KHAvoin AMK, lita
-
HBI18K1Degree Programme in International Business
-
YBB21VKNMaster’s Degree in International Business Management, EM Normandie, (Master’s)
-
HBI21VKDegree Programme in International Business, vaihto-opiskelu/Exchange studies
-
HBI21VKKBachelor’s degree in Business Administration, Kedge Business School
-
HBI21VKNBachelor’s degree in Business Administration, EM Normandie (Bachelor's)
-
HTL18S1Liiketalous
-
YBB21VSSLike's Summer School 2021 (Master's)
-
YBB21VKMaster's Degree Programme in International Business, vaihto-opiskelu/Exchange studies
Objective
Upon completion of this course students will be able to
• Explain the importance of services design as a distinctive and vital part of success in the current global economy for business.
• Describe the gaps model of services quality and the relationship between customer expectations and customer perceptions of service.
• Develop services design frameworks for understanding customer requirements, building customer relationships, and solving service quality problems.
• Construct and align services design frameworks with customer defined standards.
• Explain the role of management, employees and customers in delivering and performing the service process.
• Identify strategies for alignment of demand and capacity in services business.
• Describe strategies to manage services design promises and the role that pricing plays in services design.
Content
This course introduces the distinctive design of service industries, service as a product, customer service and derived service and their importance in the economy for both profit and non-profit organizations. Included is the introduction of the gaps model of service quality and a detailed explanation of causes of the gaps and introduces strategies to create a sustainable competitive advantage by managing the gaps. Throughout the course, the importance of technology in the delivery and marketing of services is emphasized.
Location and time
Monday June 7 - Friday June 11, 2021
Monday June 14 -Thursday June 17, 2021
Monday June 21 - Wednesday June 23, 2021h
Daily hours will be published later: each day 1hour 15 minutes
Location published later.
Oppimateriaali ja suositeltava kirjallisuus
The lecturer will provide the materials package
Teaching methods
The course follows face-to-face learning methods where students participate in lectures, workshops, and other study activities organized in the classroom. Furthermore, a student also completes individual assignments utilizing virtual study platforms and materials.
Exam schedules
Agreed by the lecturer in the classroom.
Vaihtoehtoiset suoritustavat
None
Student workload
81 hours
- Lessons 18 h
-Assignments, presentations 48
-Independent reading and research 15
Further information
Lecturer Dr Blair Baldwin (Canada)
pincon@shaw.ca
Evaluation scale
0-5
Arviointikriteerit, tyydyttävä (1-2)
Fail 0
Knowledge and Understanding: The student is unable to demonstrate the basic theoretical and conceptual knowledge. Central concepts of service design are not understood.
Transferable skills: None. The student in incapable of understanding the basic theory behind service design and has no ability to present is unable to present in writing or orally on the elements of services design.
Inadequate 1
Knowledge and Understanding: The student is able to demonstrate a superficial understanding of theoretical and conceptual knowledge. The comprehension of central concepts of service design remain vague or are largely incomplete. The ability to apply the concepts of services design to business are limited in scope and content.
Transferable skills: Negligible. The student is unable to apply the central concepts of services design to an applied business scenario; and the student has very limited abilities to communicate in English both orally and in written format on the elements of services design.
Arviointikriteerit, hyvä (3-4)
Satisfactory 2
Knowledge and Understanding: The student is able to demonstrate a basic theoretical and conceptual knowledge of services design. The majority of the central concepts of services design can be defined and the student has a rudimentary ability to apply these concepts to service businesses.
Transferable skills: The student understands the basic theory and possesses a limited ability to apply the concepts in a practical manner to service businesses. The student is able to communicate in English both in oral and written format and is able to prepare and present reports with a significant amount of direction.
Good 3
Knowledge and Understanding: The student knows the basic theoretical and conceptual knowledge of services design. Central concepts have been defined with clarity and accuracy The student displays a fairly good command of the subject area and is able to demonstrate basic applications to service businesses.
Transferable skills: The student can explain the theory of services design and with assistance, can apply the theory to services businesses. The student is able to communicate in English both in oral and written format and is able to prepare and present reports with limited amount of direction
Very Good 4
Knowledge and Understanding: The student demonstrates a thorough and consistent theoretical and conceptual knowledge of services design. Central concepts are defined with clarity, accuracy and logic. The student is able to demonstrate complete applications to service businesses.
Transferable skills: The student can explain the theory of services design and with minimal assistance, can apply the theory to services businesses. The student possesses very good skills in communicating effectively in English both in oral and written format and is able to prepare and present reports at a high level of proficiency and with almost no direction.
Assessment criteria, excellent (5)
Excellent 5
Knowledge and Understanding: The student demonstrates an exceptional theoretical and conceptual knowledge of services design. Central concepts are defined with clarity, accuracy, logical and persuasiveness and as well contain innovative content. The student displays a command of the subject area that befits a professional practicing in the service business.
Transferable skills: The student possesses advanced knowledge in services design and can communicating in a superior manner in English both in oral and written format and is able to prepare reports and present reports at a level of proficiency matching a service professional.
Qualifications
An introductory course in marketing.
Further information
Teacher- Professor Dr Blair Baldwin from Okanagan College, Canada
Timing
01.06.2020 - 17.06.2020
Number of ECTS credits allocated
3 op
Virtual portion
3 op
Mode of delivery
Online learning
Teaching languages
- English
Seats
0 - 30
Teachers
- Risto Korkia-Aho
Groups
-
VAz20K15.jakson ja kesän 2020 opinnot
-
VAn20K1Like's Summer Summer School 2020
-
ZJA20KHAvoin amk, LITA
Objective
Upon completion of this course students will be able to
• Explain the importance of services design as a distinctive and vital part of success in the current global economy for business.
• Describe the gaps model of services quality and the relationship between customer expectations and customer perceptions of service.
• Develop services design frameworks for understanding customer requirements, building customer relationships, and solving service quality problems.
• Construct and align services design frameworks with customer defined standards.
• Explain the role of management, employees and customers in delivering and performing the service process.
• Identify strategies for alignment of demand and capacity in services business.
• Describe strategies to manage services design promises and the role that pricing plays in services design.
Content
This course introduces the distinctive design of service industries, service as a product, customer service and derived service and their importance in the economy for both profit and non-profit organizations. Included is the introduction of the gaps model of service quality and a detailed explanation of causes of the gaps and introduces strategies to create a sustainable competitive advantage by managing the gaps. Throughout the course, the importance of technology in the delivery and marketing of services is emphasized.
Location and time
Online 100%
Monday, June 1- Friday, June 5, 1,5 hours daily, 5 days
Monday, June 8 - Thursday, June 11, 1,5 hours daily, 4 days
Monday, June 15- Wednesday, June 17, 1,5 hours daily, 3 days
The online courses run from June 1st to June 17th. Contact hours run during Week 1 from Monday to Friday, during Week 2 from Monday to Thursday, and during Week 3 from Monday to Wednesday. All contract hours are indicated in Helsinki Time and will take place remotely via cloud-based platforms.
Services Design 17.00 – 18.30 Blair Baldwin (BBaldwin@okanagan.bc.ca)
Teaching methods
Mode of delivery:
Online through Zoom
The online course will teach the Gaps Model of Services Design, and highlight the model's assessment through Service Quality. The course itself is an example of a professional service design model and will blend the tools of Services Design with the student's own knowledge. We will employ a series of online lectures based on your professor's current business experience, break out groups and secondary research. Depending on the enrollments, students will work in small teams to choose a services business that interests them and analyze its services design model with a goal of an in-depth understanding of the Services Design model through applied learning. Students that apply the model to an organization of their choice will equip themselves with vital skills for employment in the services industry.
Employer connections
Students that successfully understand the Services Design model will acquire skills to allow them to find work in those service industries that heavily rely on the combination of an intangible diverse experience and tangible products. As an example, students in Canada have found broad employment in online services, tourism & hospitality, professional service firms including transportation, management consulting, government services, and the retail services industry.
Exam schedules
Agreed by the professor of the online course Dr Blair Baldwin
Students will be assessed on a combination of a services design case study of their choosing; online participation and; a final exam
International connections
All partner universities across the world
Vaihtoehtoiset suoritustavat
None
Further information
Please watch the video prepared by Dr. Blair Baldwin, Ph.D. from Okanagan School of Business, Canada who will be delivering the course.
The link is found at https://www.facebook.com/jamkrestonomit/videos/10156159317103536/
Evaluation scale
0-5
Arviointikriteerit, tyydyttävä (1-2)
Fail 0
Knowledge and Understanding: The student is unable to demonstrate the basic theoretical and conceptual knowledge. Central concepts of service design are not understood.
Transferable skills: None. The student in incapable of understanding the basic theory behind service design and has no ability to present is unable to present in writing or orally on the elements of services design.
Inadequate 1
Knowledge and Understanding: The student is able to demonstrate a superficial understanding of theoretical and conceptual knowledge. The comprehension of central concepts of service design remain vague or are largely incomplete. The ability to apply the concepts of services design to business are limited in scope and content.
Transferable skills: Negligible. The student is unable to apply the central concepts of services design to an applied business scenario; and the student has very limited abilities to communicate in English both orally and in written format on the elements of services design.
Arviointikriteerit, hyvä (3-4)
Satisfactory 2
Knowledge and Understanding: The student is able to demonstrate a basic theoretical and conceptual knowledge of services design. The majority of the central concepts of services design can be defined and the student has a rudimentary ability to apply these concepts to service businesses.
Transferable skills: The student understands the basic theory and possesses a limited ability to apply the concepts in a practical manner to service businesses. The student is able to communicate in English both in oral and written format and is able to prepare and present reports with a significant amount of direction.
Good 3
Knowledge and Understanding: The student knows the basic theoretical and conceptual knowledge of services design. Central concepts have been defined with clarity and accuracy The student displays a fairly good command of the subject area and is able to demonstrate basic applications to service businesses.
Transferable skills: The student can explain the theory of services design and with assistance, can apply the theory to services businesses. The student is able to communicate in English both in oral and written format and is able to prepare and present reports with limited amount of direction
Very Good 4
Knowledge and Understanding: The student demonstrates a thorough and consistent theoretical and conceptual knowledge of services design. Central concepts are defined with clarity, accuracy and logic. The student is able to demonstrate complete applications to service businesses.
Transferable skills: The student can explain the theory of services design and with minimal assistance, can apply the theory to services businesses. The student possesses very good skills in communicating effectively in English both in oral and written format and is able to prepare and present reports at a high level of proficiency and with almost no direction.
Assessment criteria, excellent (5)
Excellent 5
Knowledge and Understanding: The student demonstrates an exceptional theoretical and conceptual knowledge of services design. Central concepts are defined with clarity, accuracy, logical and persuasiveness and as well contain innovative content. The student displays a command of the subject area that befits a professional practicing in the service business.
Transferable skills: The student possesses advanced knowledge in services design and can communicating in a superior manner in English both in oral and written format and is able to prepare reports and present reports at a level of proficiency matching a service professional.
Qualifications
An introductory course in marketing.
Further information
Teacher- Professor Dr Blair Baldwin from Okanagan College, Canada