Customer-Oriented Service Design (5 cr)

Code: LC00EG85-3002

General information

Enrollment: 02.05.2023 - 20.08.2023
Registration for the implementation has ended.

Timing: 28.08.2023 - 22.12.2023
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: English

Seats: 20 - 35

Degree programmes: Degree Programme in International Business and Logistics

Teachers: Erkki Alanen

Teacher in charge: Suvi Moll

Groups: LC21B_IB_M
Incoming DD HWR Berlin, IBMAN Marketing; LB21L_M
Incoming DD La Rochelle 3rd year students Marketing; LB21L_BI
Incoming DD La Rochelle 3rd year students Business Intelligence; LB21S_MG
Incoming DD Stuttgart Management; LC21R_M
Incoming DD Rennes 3rd year students Marketing; LXC21_MAR
LXC21_Marketing; LC21B_IB_F
Incoming DD HWR Berlin, IBMAN Finance; LB22K
Incoming DD Krems 2nd year students; LB21L_F
Incoming DD La Rochelle 3rd year students Finance

Course: LC00EG85

Implementation has 9 reservations. Total duration of reservations is 20 h 0 min.

Time	Topic	Location
Tue 29.08.2023 time 08:30 - 11:00 (2 h 30 min)	Customer-Oriented Service Design LC00EG85-3002	MMA106 Oppimistila
Tue 05.09.2023 time 08:30 - 11:00 (2 h 30 min)	Customer-Oriented Service Design LC00EG85-3002	MMA106 Oppimistila
Tue 12.09.2023 time 08:30 - 11:00 (2 h 30 min)	Customer-Oriented Service Design LC00EG85-3002	MMA106 Oppimistila
Tue 26.09.2023 time 08:30 - 11:00 (2 h 30 min)	Customer-Oriented Service Design LC00EG85-3002	MMA106 Oppimistila
Tue 03.10.2023 time 09:00 - 11:00 (2 h 0 min)	Customer-Oriented Service Design LC00EG85-3002	MMA106 Oppimistila
Tue 31.10.2023 time 09:00 - 11:00 (2 h 0 min)	Customer-Oriented Service Design LC00EG85-3002	MMA106 Oppimistila
Tue 07.11.2023 time 09:00 - 11:00 (2 h 0 min)	Customer-Oriented Service Design LC00EG85-3002	MMA106 Oppimistila
Tue 14.11.2023 time 09:00 - 11:00 (2 h 0 min)	Customer-Oriented Service Design LC00EG85-3002	MMA106 Oppimistila
Tue 21.11.2023 time 09:00 - 11:00 (2 h 0 min)	Customer-Oriented Service Design LC00EG85-3002	Voluntary online clinic for groups working on COSD-assignment

Changes to reservations may be possible.

Objective

The student understands the importance of customer experience in service design and consumer behaviour framework as a background for improving customer experience. The student is able to describe the existing service path from the user’s point of view and recognizes needs for development and how to create solutions for those.

Content

- Consumer behaviour knowledge base
- Basic concepts and methods of service design
- Customer experience

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.

Assessment criteria, approved/failed

Qualifications

Marketing or similar basic knowledge and skills of marketing