Customer Experience and Its Development (5 ECTS)
Code: L000DR96-3002
General information
- Enrollment
-
04.05.2020 - 09.08.2020
Registration for the implementation has ended.
- Timing
-
27.08.2020 - 15.10.2020
Implementation has ended.
- Number of ECTS credits allocated
- 5 ECTS
- 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
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.