Customer ExperienceLaajuus (5 cr)

Objective

Upon completing this course, the student
• understands the importance of of services and customer experience in developing business-driven service solutions and building societal well-being
• understands theories of consumer behaviour as part of improving customer experience and is able to describe the existing service path from the user’s perspective
• can identify areas for improvement, generate solutions, and plan and design service solutions that support the set objectives.

Content

• Knowledge base of consumer behaviour
• Customer experience
• Methods for developing customer experience
• Role of services and customer experience in building societal well-being

Qualifications

Basics of Marketing (5 ECTS) or equivalent competences.

Assessment criteria, satisfactory (1)

The student
• has achieved the objectives of the course to a satisfactory level
• is able to identify, define and use concepts and models in the subject area of the course
• understands the conditions and principles of the development of expertise.

Assessment criteria, good (3)

The student
• has achieved the objectives of the course well, although there are still areas where knowledge and skills need to be improved
• has a good understanding of the concepts and models of the subject matter of the course and is able to carry out a reasoned analysis
• is able to apply what they have learned in leisure, learning and working life situations
• understands the importance of expertise in business and is able to analyse their own expertise.

Assessment criteria, excellent (5)

The student
• has achieved the objectives of the course with excellent marks
• has an excellent command of the concepts and models of the subject matter of the course
• is able to analyse clearly and reasonably and propose practical development measures
• has a good ability to apply what they have learned in leisure, learning and working life situations
• is able to analyse expertise in business and their own development towards expertise.

Assessment criteria, approved/failed

The student
• has achieved the objectives of the course to a satisfactory level
• is able to identify, define and use concepts and models in the subject area of the course
• understands the conditions and principles of the development of expertise.