Customer ExperienceLaajuus (5 cr)

Objective

After completing the course, students will understand the importance of services and customer experience in developing business-oriented service solutions and building societal well-being. The student understands the theories of consumer behaviour as part of improving the customer experience and can describe the existing service path from the user's perspective.
The student will be able to identify development needs, conceptualise and design user-centred solutions, and describe service concepts that support the set objectives.

Content

- the knowledge base of consumer behaviour
- customer experience
- methods for developing customer experience
- the role of services and customer experience in building social well-being

Qualifications

Marketing or equivalent competences

Assessment criteria, satisfactory (1)

The student has achieved the course objectives fairly. The student will be able to identify, define and use the course subject area’s concepts and models. The student understands the criteria and principles of the expertise development.

Assessment criteria, good (3)

The student has achieved the course objectives well, even though the knowledge and skills need improvement on some areas. The student is able to define the course concepts and models and are able to justify the analysis. The student is able to apply his/her knowledge in leisure, study and work situations. The student understands the importance of expertise in the field of business and is able to analyze his/her own expertise.

Assessment criteria, excellent (5)

The student has achieved the objectives of the course with excellent marks. The student masters commendably the course subject area’s concepts and models. The student is able to make justified and fluent analysis and to present concrete development measures. The student is well prepared to apply his/her knowledge in leisure, study and work situations. The student is able to analyze the business sector expertise and the development of his/her own expertise.

Assessment criteria, approved/failed

The student has achieved the course objectives fairly. The student will be able to identify, define and use the course subject area’s concepts and models. The student understands the criteria and principles of the expertise development.