Quality of Services and Customer Satisfaction (4 cr)

Evaluation scale

0-5

Content scheduling

You will become familiar with key theories related to service quality and customer satisfaction, after which you will apply them to practical examples and carry out a work-based quality observation task as a group.

Objective

You are familiar with the basic concepts describing the quality of services and customer satisfaction. You understand the importance of service quality and development for the competitiveness of the service. You are familiar with quality models and current content areas of customer satisfaction.

You will familiarize yourself with the key theories related to the service quality and customer satisfaction, after which you will apply them to practical examples. You recognize your own capabilities and motivation for quality work. You take responsibility for your own work. You recognize the principles of teamwork.

Content

Dimensions and quality models of service quality
Quality as a competitive factor in a company
Customer satisfaction
Measuring the quality of service and customer satisfaction
Mystery shopping
Service Recovery

Location and time

100% online course
Webinars are conducted via Zoom once a week

Materials

Grönroos, C., & Tillman, M. (2020). Palvelujen johtaminen ja markkinointi (5. painos.). Talentum.

Wilson, A. M., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2016). Services marketing: Integrating customer focus across the firm (Third European edition.). McGraw-Hill Education.

Teaching methods

Webinars
Individual and group work
Continuous feedback
Self and peer evaluation

Employer connections

Students will execute Mystery Shopping -research to a target company

Exam schedules

There is no exam during this course

Completion alternatives

Osaamisen tunnistaminen ja tunnustaminen:
Hyväksilukeminen (korvaaminen ja sisällyttäminen)
Muulla tavoin hankitun osaamisen tunnistaminen ja tunnustaminen
Opinnollistaminen
Tarkemmat ohjeet löytyvät tutkintosäännöstä ja opinto-oppaasta.

Student workload

4 credits is 108 h of studying
webinars 12 h
independent study and tasks 46 h
group work 50 h

Assessment criteria, satisfactory (1)

1 Adequate
You understand the importance of quality of service. You are familiar with the basic concepts related to service quality and customer satisfaction. You are familiar with different quality models as well as current content areas of customer satisfaction and quality. You recognize your own capabilities for quality work, but the application remains incomplete. You evaluate your own competence and identify your areas for development. You recognize the principles of teamwork.

2 Satisfactory
You are able to explain the importance of service quality for organizations. You are able to utilize basic concepts describing the quality of services and customer satisfaction. You understand different quality models as well as current content areas of customer satisfaction and quality. You understand your own capabilities and are able to work in a group and in cooperation in a guided manner.

Assessment criteria, good (3)

3 Good
You are able to utilize basic concepts describing the quality of services and customer satisfaction. You are able to apply topical content areas describing the quality of services and customer satisfaction in the assessment of your own capabilities. You take responsibility for the group's activities and are able to organize the group's goal-oriented activities.

4 Very good
You are able to analyze the quality of services and customer satisfaction with the basic concepts that describe them and identify the connections between them. You are able to analyze different quality models and current content areas of customer satisfaction in the assessment of your own leadership capabilities. You are able to organize the activities of a group and take responsibility for it.

Assessment criteria, excellent (5)

5 Excellent
You are able to assess the importance of service quality and customer satisfaction for the success of organizations. You are able to reflect on the quality of service and customer satisfaction based on the contents of the course. You are able to critically analyze your own capabilities and motivation for quality work and the development of customer satisfaction. You act responsibly and committedly in the group. You develop and direct both your own and the group's activities.

Qualifications

Palveluliiketoiminnan perusteet
Services Marketing

Further information

Avoin amk 5