Palveluliiketoiminnan perusteet (10 cr)

Evaluation scale

0-5

Objective

After the course you recognize service business' operational environment, business models and forms. You are familiar with the concept of service and hospitality and their implementation into practice. You know also what means customer, consumer and user. You recognize the relevance of needs and diversity as factors influencing customers' actions. You recognize your own role as service designer and your customer service abilities.

Content

Service company's operational environment
Hospitality business' business models and forms
Hospitality
Characteristics of service
Customer service person and service provider
Interaction with customers and challenging situations
Concepts of customer, consumer and user

Location and time

On Mondays 16:00-18:30, course continues until spring 2021 with the timetable to be announced

Materials

Hudson, S. & Hudson, L. 2013. Customer service for hospitality and tourism. Oxford, UK : Goodfellow Publishers Ltd.
Lynch P., Molz, J.G., McIntosh, A., Lugosi, P. and Lashley, C. 2011. Theorizing hospitality. Hospitality & Society, 1(1), 3-24. doi: 10.1386/hosp.1.1.3_2
Schiffman, L., Kanuk, L. & Hansen H. 2012. Consumer behaviour, a European outlook. Harlow. Prentice Hall Financial Times. (Part 2 – 3, chapters 4 – 14).
TEM: Yhdessä enemmän – kestävää kasvua ja uudistumista Suomen matkailuun : Suomen matkailustrategia 2019–2028 ja toimenpiteet 2019–2023
Viitala, R. & Jylhä, E.2013. Liiketoimintaosaaminen – menestyvän yrityksen perusta. Edita Publishing Oy.

Teaching methods

Lectures, exam, group working and assignments, small group working, project learning, event production

Employer connections

Course is integrated with the production Resto 2021 event. Additionally, other productions as well as company visitors might be provided.

Completion alternatives

Accreditation (replacement and inclusion)
Recognition of prior learning and assessment
Studification
Detailed instructions in the Degree Regulations and Study Guide

Student workload

The workload on the course is 10 ECTS, equalling 270 hrs.
Classroom lecturing takes place on Mondays, 16 to 18:30 during the autumn 2020.
Resto 2021 organized 17.-18.3.2021 requires practical training, which might take place during the evenings and even on weekends on early 2021.
In addition to classroom lecturing, project working and group working the student is expected to use time in independent studying.

Assessment criteria, satisfactory (1)

1: You recognize operational environments and business models. You are familiar with the concept of service and its implementation into practice. You are familiar with the terms customer, consumer, user and customership. You recognize the meaning of customers' needs and diversity as factors that influence their actions. You recognize your own role as a service provider and some of your own customer service abilities.

2: You apply your knowledge of the operational environments of service businesses and their business models into practice. You can describe the concept of service and its real world meaning. You can explain the terms customer, consumer, user and customership. You can explain the meaning of customers' needs and diversity as factors that influence their actions. You recognize your own role as a service provider and your customer service abilities, and can affect your own actions in said tasks.

Assessment criteria, good (3)

3: You can analyse the operational environment and the business models of a service company. You manage the concept of service and its real world meaning. You manage the terms customer, consumer, user and customership. You can analyse the meaning of customers' needs and diversity as factors that influence their actions. You manage both your own role as a service provider and your customer service skills.

4: In addition to all above, you can analyse your knowledge and create a holistic understanding of the courses themes.

Assessment criteria, excellent (5)

5: You can assess the operational environment and the business models of a service business. You can assess the terminology of service and their real world meaning. You can rationalise and explain the meaning of customers' needs and diversity as factors that influence their actions. You can critically evaluate both your role as a service provider and your customer service skills.

Further information

Avoin AMK 5