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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
  • HBI24VKSS
    Like's Summer School 2024 (Bachelor's)
  • ZJA24KH
    Avoin 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
  • YBB20S1
    Master's Degree Programme in International Business Management
  • MPT20S1
    Palveluliiketoiminta
  • HTA22S1
    Tiimiakatemia (AMK)
  • HBI23VKSS
    Like's Summer School 2023 (Bachelor's)
  • HTK21S1
    Tietojenkäsittely (AMK)
  • HTG21S1
    Bachelor's Degree Programme in Business Information Technology
  • YHO21S1
    Organisaation ja talouden johtaminen (YAMK)
  • MTM21S1
    Bachelor's Degree Programme in Tourism Management
  • YMJ21S1
    Matkailu- ja palveluliiketoiminnan johtaminen (YAMK)
  • MPT21S1
    Palveluliiketoiminnan tutkinto-ohjelma (AMK)
  • HBI22VS
    Bachelor's Degree Programme in International Business, vaihto-opiskelu/Exchange studies
  • ZJA23KH
    Avoin AMK, lita
  • YBB22VS
    Master's Degree Programme in International Business, vaihto-opiskelu/Exchange studies
  • HTA21S1
    Tiimiakatemia (AMK)
  • HTK20S1
    Tietojenkäsittely
  • HTG20S1
    Bachelor's Degree Programme in Business Information Technology
  • YHS22S1
    Master's Degree Programme in Sport Business Management
  • MTM22S1
    Bachelor's Degree Programme in Tourism Management
  • YHO22S1
    Organisaation ja talouden johtaminen (YAMK)
  • YMJ22S1
    Matkailu- ja palveluliiketoiminnan johtaminen (YAMK)
  • HBI20S1
    Bachelor's Degree Programme in International Business
  • MPT23VK
    Palveluliiketoiminnan tutkinto-ohjelma (AMK), vaihto-opiskelu/Exchange studies
  • HTG23VK
    Bachelor's Degree Programme in Business Information Technology, vaihto-opiskelu/Exchange studies
  • HBI21S1
    Degree Programme in International Business
  • HBI22S1
    Degree Programme in International Business
  • YHS21S1
    Master's Degree Programme in Sport Business Management
  • MTM20S1
    Bachelor's Degree Programme in Tourism Management
  • YBB22S1
    Master's Degree Programme in International Business
  • HTL21SIY
    Liiketalouden tutkinto-ohjelma (AMK)
  • HTL21SB
    Liiketalouden tutkinto-ohjelma (AMK)
  • YHS23VK
    Master's Degree Programme in Sport Business Management, vaihto-opiskelu/Exchange studies
  • MTM22VS
    Bachelor's Degree Programme in Tourism Management,vaihto-opiskelu/Exchange studies
  • YBB21S1
    Master's Degree Programme in International Business
  • HTL21SC
    Liiketalouden tutkinto-ohjelma (AMK)
  • MTM23VK
    Bachelor's Degree Programme in Tourism Management,vaihto-opiskelu/Exchange studies
  • HBI23VK
    Bachelor's Degree Programme in International Business, vaihto-opiskelu/Exchange studies
  • HTL21SA
    Liiketalouden tutkinto-ohjelma (AMK)
  • YBB23VK
    Master'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
  • YHS22VK
    Master's Degree Programme in Sport Business Management, vaihto-opiskelu/Exchange studies
  • YBB22VK
    Master's Degree Programme in International Business, vaihto-opiskelu/Exchange studies
  • MPT22VK
    Palveluliiketoiminnan tutkinto-ohjelma (AMK), vaihto-opiskelu/Exchange studies
  • HBI19S1
    Degree Programme in International Business
  • MTM22VK
    Bachelor's Degree Programme in Tourism Management,vaihto-opiskelu/Exchange studies
  • HTG22VK
    Bachelor's Degree Programme in Business Information Technology, vaihto-opiskelu/Exchange studies
  • HTL22VK
    Liiketalouden tutkinto-ohjelma (AMK)
  • HBI20S1
    Bachelor's Degree Programme in International Business
  • HBI22VK
    Bachelor's Degree Programme in International Business, vaihto-opiskelu/Exchange studies
  • HBI22VKSS
    Like's Summer School 2022 (Bachelor's)
  • ZJA22KH
    Avoin 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
  • HBI18S1
    Degree Programme in International Business
  • HBI19S1
    Degree Programme in International Business
  • HTL19S1
    Liiketalous
  • HBI21VKESS
    Bachelor’s degree in Business Administration, ESSCA School of Management, Bachelor’s degree
  • ZJA21KH
    Avoin AMK, lita
  • HBI18K1
    Degree Programme in International Business
  • YBB21VKN
    Master’s Degree in International Business Management, EM Normandie, (Master’s)
  • HBI21VK
    Degree Programme in International Business, vaihto-opiskelu/Exchange studies
  • HBI21VKK
    Bachelor’s degree in Business Administration, Kedge Business School
  • HBI21VKN
    Bachelor’s degree in Business Administration, EM Normandie (Bachelor's)
  • HTL18S1
    Liiketalous
  • YBB21VSS
    Like's Summer School 2021 (Master's)
  • YBB21VK
    Master'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
  • VAz20K1
    5.jakson ja kesän 2020 opinnot
  • VAn20K1
    Like's Summer Summer School 2020
  • ZJA20KH
    Avoin 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