Services Design (3 cr)
Code: YHGS1007-3003
General information
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