Basic of Service Business (4 cr)

Evaluation scale

0-5

Content scheduling

The course is divided to two kinds of contact teaching:

- Lectures, where each content of the course is learned theoretically
- Demos, where theory is applied to real world scenarios and assignments

Objective

The object of the course
The object of the course is to become familiar with the service business and provide capabilities for expert duties in service companies.

Competences
Business competence: The student has a broad understanding of the business (marketing, services, management, finances, law, etc.).
Learning to learn: The student assesses and develops their competence and learning methods in different learning environments.
Sustainable development: The student is able to use information related to their field in finding and implementing sustainable solutions and operating models.

Learning outcomes
You become familiar with service business' operational environment, business models and forms. You know the basic concepts related to service business. You understand the general characteristics of service quality and marketing . You can apply your knowledge in analysing services and improving customer satisfaction while taking into consideration the opportunities provided by digitalisation and demands placed by sustainable development.

During the course you famliarize yourself with service related theories and apply them in practical examples.

You are able to work in a goal-oriented way in a group, present and report the results of your work in accordance with the Jamk guidelines, and reflect upon your own development.

Content

Service company's operational environment
Service business' business models and forms
Characteristics of service
Service quality
Marketing of services
Digitality of services
Sustainable development issues in service

Location and time

Contact teaching.

Materials

- Viita E. Jylhä R. 2013. Liiketoimintaosaaminen. Menestyvän yritystoiminnan perusta. Helsinki: Edita Publishing Oy.
- Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi. Helsinki : WSOYpro.

Teaching methods

Lectures, group work / pari work, project work.

Employer connections

On the course there may be guest lecturers or other visitors from work life

Exam schedules

-

International connections

-

Completion alternatives

Hyväksilukeminen (korvaaminen ja sisällyttäminen)
Muulla tavoin hankitun osaamisen tunnistaminen ja tunnustaminen
Työn opinnollistaminen
Tarkemmat ohjeet löytyvät tutkintosäännöstä ja opinto-oppaasta

Student workload

The course load is 4 ECTS, which translates to 108 hours of work. This work consists of:
- Lectures 20 h
- Demos 20 h
- Guidance of reporting 8 h
- Reporting and reading materials 60 h

Assessment criteria, satisfactory (1)

Sufficient 1
You recognize operational environments and business models of a service company. You are familiar with the concepts of service and sustainable development and their practical implications. You work in different problem solving situations independently and according to given instructions. You evaluate and recognise the objects of improvement in your own expertise but with limitations.Your text is unstructured and there repeatedly occur some language and style errors and there are some deficits complying with JAMK reporting instructions.

Satisfactory 2
You understand operational environments and business models of a service company. You can describe the concepts of service and sustainable development and their practical implications.
You can work in a group and present your point of view. You can to certain degree evaluate and recognise the objects of improvement. Your text is somewhat unstructured and there occur different language and style errors. There are some deficits complying Jamk reporting instructions

Assessment criteria, good (3)

Good 3
You can apply the principles of operational environment and the business models of a service company. You understand the concepts of service and sustainable development and their practical implications. You can work in a goal oriented manner in a group, present your point of view and give grounds to it.
You can analyse your expertise and improvement points. Your text is structured and there occurs occasional language and style errors. You follow Jamk reporting instructions.

Very good 4
You can analyse and combine your knowledge and form a holistic view from the topics of the course.. You manage the practical skills you need to work independently and in groups. You can organise the work and take responsibility from tasks. Your take responsibility of the group's actions. You can analyse your expertise in different sectors reflectively and show your improvement. Your text is structured, fluent and mainly error-free. You follow Jamk reporting instructions.

Assessment criteria, excellent (5)

Excellent 5
You can assess the business, processes and results of a service organisation. You master both the main concepts of service business as well as the practical skills in order to work independently and in a group. You can work in co- operation, organise the work and take responsibility for the group tasks and problem solving. You take responsibility for the development of the group. You reflect the development of your competences critically, and diversely. You write logical, professional, almost error-free text showing critical thinking. You follow Jamk reporting instructions.

Qualifications

-

Further information

avoin amk 15 (sis. max-määrään)