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

Verkossa keskiviikkoisin alkaen 23.9 kello 17.00-18.15. Poislukien poikkeukset 30.9 lopetamme kello 18.00 ja 7.10 aloitamme vasta 17.30 toisten kurssien päällekäisyyksien vuoksi.

Materials

Viita E. Jylhä R. 2013. Liiketoimintaosaaminen. Menestyvän yritystoiminnan perusta. Helsinki: Edita Publishing Oy.
Kursilla jaettu materiaali

Teaching methods

Luennot, ryhmätyö, tentti

Employer connections

Vierailijoita työelämästä

Exam schedules

Tenttien järjestelyä etänä selvitetään vielä, ajat saattavat muuttua
Opintojaksotentti 9.12 (2,5t) kello 17-19.30

Completion alternatives

Ei valinnaisia suoritustapoja

Student workload

270 tuntia yhteensä.
Luennot 75t, ryhmätyö 75t, itsenäinen opiskelu 120t

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