Customer-Oriented Service Design (5 cr)

Code: LD00EH76-3010

General information

Enrollment: 07.12.2022 - 08.01.2023
Registration for the implementation has ended.

Timing: 16.01.2023 - 26.03.2023
Implementation has ended.

Number of ECTS credits allocated: 5 cr

Local portion: 5 cr

Mode of delivery: On-campus

Unit: (2019-2024) School of Business

Campus: Leiritie 1

Teaching languages: Finnish

Seats: 20 - 35

Degree programmes: Economics and Business Administration

Teachers: Pia Väkiparta-Lehtonen

Teacher in charge: Anne Perkiö

Groups: LXD22S2
Liiketalouden tutkinto-ohjelma monimuoto

Course: LD00EH76

Implementation has 3 reservations. Total duration of reservations is 11 h 15 min.

Time	Topic	Location
Thu 02.03.2023 time 17:00 - 20:45 (3 h 45 min)	Asiakaslähtöinen palvelukokemus LD00EH76-3010	On-line
Thu 09.03.2023 time 17:00 - 20:45 (3 h 45 min)	Asiakaslähtöinen palvelukokemus LD00EH76-3010	On-line
Thu 16.03.2023 time 17:00 - 20:45 (3 h 45 min)	Asiakaslähtöinen palvelukokemus LD00EH76-3010	On-line

Changes to reservations may be possible.

Objective

Upon completion of the course students will be able to understand the importance of customer experience in developing business oriented service solutions. The student will be able to understand the role of consumer behavior theories in improving customer experience and describe the existing customer journey from the user’s point of view. The student will be able to recognize development needs and create ideas for their solution and plan and describe service solutions that support set goals.

Content

- Basics of consumer behaviour theory
- Values in consumer behaviour
- Methods for developing the customer service experience
- Customer experience
- The role of services in building well-being in the society

Location and time

According to the schedule

Materials

Consumer behaviour : an European perspective / Michael Solomon, Gary Bamossy, Søren Askegaard, Margaret K. Hogg.
Other course material

Teaching methods

Interactive lecture
Guided assignmets
Group assignments
Workshop

Further information

Prerequisite: Marketing studies 5 ECTS
On-line sessions recorded, when possible.

Evaluation scale

0-5

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.