Siirry suoraan sisältöön

Asiakaskokemus ja sen kehittäminen (5 cr)

Code: L000DR96-3002

General information


Enrollment

04.05.2020 - 09.08.2020

Timing

27.08.2020 - 15.10.2020

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

  • Erkki Alanen

Teacher in charge

Anne Perkiö

Groups

  • LXD20K2
    Liiketalouden 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)

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.