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Customer-Oriented Service Design (5 cr)

Code: LC00EG85-3003

General information


Enrollment
02.05.2023 - 13.08.2023
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
LXC21_MAR
LXC21_Marketing
Course
LC00EG85

Implementation has 10 reservations. Total duration of reservations is 27 h 15 min.

Time Topic Location
Wed 30.08.2023 time 11:00 - 14:00
(3 h 0 min)
Customer-Oriented Service Design LC00EG85-3003
MMB244 Oppimistila
Wed 06.09.2023 time 11:00 - 14:00
(3 h 0 min)
Customer-Oriented Service Design LC00EG85-3003
MMB244 Oppimistila
Wed 13.09.2023 time 11:00 - 14:00
(3 h 0 min)
Customer-Oriented Service Design LC00EG85-3003
MMB244 Oppimistila
Wed 27.09.2023 time 11:00 - 14:00
(3 h 0 min)
Customer-Oriented Service Design LC00EG85-3003
MMB244 Oppimistila
Wed 04.10.2023 time 11:00 - 14:00
(3 h 0 min)
Customer-Oriented Service Design LC00EG85-3003
MMB244 Oppimistila
Wed 11.10.2023 time 11:00 - 13:00
(2 h 0 min)
Customer-Oriented Service Design LC00EG85-3003
Online meeting: Service Design Sprint progress check
Wed 01.11.2023 time 11:45 - 14:00
(2 h 15 min)
Customer-Oriented Service Design LC00EG85-3003
MMB244 Oppimistila
Wed 08.11.2023 time 11:00 - 13:00
(2 h 0 min)
Customer-Oriented Service Design LC00EG85-3003
Online meeting: Service Design Sprint progress check
Wed 15.11.2023 time 11:00 - 14:00
(3 h 0 min)
Customer-Oriented Service Design LC00EG85-3003
MMB244 Oppimistila
Wed 22.11.2023 time 11:00 - 14:00
(3 h 0 min)
Customer-Oriented Service Design LC00EG85-3003
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

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.

Qualifications

Marketing or similar basic knowledge and skills of marketing

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