Asiakaskokemus ja sen kehittäminen (5 cr)
Code: L000DR96-3001
General information
Enrollment
02.12.2019 - 06.01.2020
Timing
13.01.2020 - 15.03.2020
Number of ECTS credits allocated
5 op
Mode of delivery
Contact teaching
Unit
Liiketalous
Campus
Leiritie 1
Teaching languages
- Finnish
Seats
20 - 35
Degree programmes
- Liiketalouden tutkinto-ohjelma
Teachers
- Pia Väkiparta-Lehtonen
Teacher in charge
Pia Väkiparta-Lehtonen
Groups
-
LXD19S2Liiketalouden tutkinto-ohjelma monimuoto
Objective
On completion of the course the student will be able to
• analyse consumer behaviour in the various phases of the customer process.
• understand and utilize the methods of service design.
• develop a company’s service process taking consumers into account.
• understand the relevance of customer data in the development of customer relationships.
Content
• the frame of reference of consumer behaviour
• basic terminology and methods in service design
• service and sales process design
• customer relationship management (CRM)
Materials
Consumer behaviour : an European perspective / Michael Solomon, Gary Bamossy, Søren Askegaard, Margaret K. Hogg. or equalent
Teaching methods
Interactive lecture
Guided assignmets
Group assignments
Workshop
Exam schedules
Book exam 12.3.2020
Re-examination date tbc before the end of the course
Completion alternatives
All assignments individually
Further information
prerequisite: Marketing studies 5op
Evaluation scale
0-5
Assessment criteria, satisfactory (1)
Students have achieved the course objectives fairly. Students 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)
Students have achieved the course objectives well, even though the knowledge and skills need improvement on some areas. Students are able to define the course concepts and models and are able to justify the analysis. The student is able to apply their 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)
Students have achieved the objectives of the course with excellent marks. Students master commendably the course subject area’s concepts and models. Students are able to make justified and fluent analysis and to present concrete development measures. The students are well prepared to apply their knowledge in leisure, study and work situations. Students are able to analyze the business sector expertise and the development of their own expertise.
Assessment criteria, approved/failed
Students have achieved the course objectives fairly. Students 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 methods and criteria
Independent assignments 20%
Project work either in group or independently 40%
Book exam 40%