Palvelun perusteet (5 cr)

Code: MZMA0110-9S0M1

General information

Timing: 01.08.2019 - 31.12.2019
Implementation has ended.

Number of ECTS credits allocated: 5 cr

Local portion: 5 cr

Mode of delivery: Face-to-face

Unit: School of Business

Teaching languages: Finnish

Degree programmes: Bachelor's Degree Programme in Service Business

Teachers: Kimmo Aho

Groups: MPT19SA
Palveluliiketoiminta

Course: MZMA0110

No reservations found for realization MZMA0110-9S0M1!

Evaluation scale

Pass/Fail

Objective

The student understands service as a concept, and its practical significance. He/she understands the concepts of customer, consumer, user, and customer relationship. He/she understands the significance of the customer’s needs and individuality as factors that affect behaviour. He/she can apply psychological information during interactions and while providing services. The student is familiar with a consumer purchase decision making process. He/she can utilise existing knowledge to develop his/her own role as a service provider as well as his/her own customer service preparedness.

Content

Personal needs, motivations, values, attitudes and personality.
Personal differences as opportunities and challenges
Interaction, roles, social observation and group dynamics
Consumer purchase decision process
Service characteristics
Customer servant and
service provider
Customer awareness and challenging customer service situations
Concepts of customer, consumer, user, and customer relationship

Materials

Hudson, S. & Hudson, L. 2013. Customer service for hospitality and tourism. Oxford, UK : Goodfellow Publishers Ltd. Schiffman, L., Kanuk, L. & Hansen H. 2012. Consumer behaviour, a European outlook. Harlow. Prentice Hall Financial Times. (Parts 2 – 3, chapters 4 – 14).Kotler, P., Armstrong, G, Harris, L.C. & Piercy, N. 2013. Principles of Marketing. Pearson. 6th edition. (Chapters 5 and 6) Lämsä, A-M & Päivike (Hautala), T. 2013. Organisaatiokäyttäytymisen perusteet, p. 40-68 and p. 100-146. Helsinki: Edita Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi (Chapters 1 – 3). Helsinki: WSOYpro. Articles of current interest will be provided by the lecturer. Specific information on the course material will be provided at the start of studies.

Completion alternatives

Classroom assignments 30 % Individual exam 30 % Event at end 40%

Student workload

Lectures 50 h Distance learning 50 h (virtual study, independent work) Group work 35 h

Assessment criteria, satisfactory (1)

Taking part in classroom meetings, taking part in event at end of the course, and completing assignments given during the classes produce passing of the course. If one of these are not met, course-evalutation is failed.