Developing the Customer Experience (5 cr)

Code: LD00FS68-3001

General information

Enrollment: 02.12.2024 - 09.03.2025
Registration for the implementation has ended.

Timing: 17.03.2025 - 18.05.2025
Implementation is running.

Number of ECTS credits allocated: 5 cr

Local portion: 0 cr

Virtual portion: 5 cr

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: LXD24S2
Liiketalouden tutkinto-ohjelma monimuoto

Course: LD00FS68

Implementation has 8 reservations. Total duration of reservations is 26 h 0 min.

Time	Topic	Location
Tue 18.03.2025 time 17:00 - 20:15 (3 h 15 min)	Asiakaskokemuksen kehittäminen LD00FS68-3001	ZOOM
Tue 25.03.2025 time 17:00 - 20:15 (3 h 15 min)	Asiakaskokemuksen kehittäminen LD00FS68-3001	ZOOM
Tue 01.04.2025 time 17:00 - 20:15 (3 h 15 min)	Asiakaskokemuksen kehittäminen LD00FS68-3001	ZOOM
Tue 08.04.2025 time 17:00 - 20:15 (3 h 15 min)	Asiakaskokemuksen kehittäminen LD00FS68-3001	ZOOM
Tue 15.04.2025 time 17:00 - 20:15 (3 h 15 min)	Asiakaskokemuksen kehittäminen LD00FS68-3001	ZOOM
Tue 22.04.2025 time 17:00 - 20:15 (3 h 15 min)	Asiakaskokemuksen kehittäminen LD00FS68-3001	ZOOM
Tue 29.04.2025 time 17:00 - 20:15 (3 h 15 min)	Asiakaskokemuksen kehittäminen LD00FS68-3001	ZOOM
Tue 06.05.2025 time 17:00 - 20:15 (3 h 15 min)	Asiakaskokemuksen kehittäminen LD00FS68-3001	ZOOM

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. or similarKur
Other course material

Teaching methods

Interactive lecture
Guided assignmets
Group assignments
Workshop

Employer connections

Project assignment

Exam schedules

International connections

Completion alternatives

Assignments independently

Student workload

Contact sessions 32 hours
Learning assignments 61 hours
Individual studying 42 hours

Content scheduling

Further information

Prerequisite: Marketing studies 5 ECTS

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.