Future service processesLaajuus (5 cr)
Code: MR00DU76
Credits
5 op
Objective
You can identify future phenomena related to service processes.
You can analyze future challenges and their effects on service processes.
You can think of practical solutions to future challenges of service processes.
Content
How to search for and interpret foresight information on the future service processes?
How will service processes change in the future?
How will technology change service processes?
The course involves a practical project with a case company or organization (3 ECTS credits).
Enrollment
04.11.2024 - 17.11.2024
Timing
13.01.2025 - 30.04.2025
Number of ECTS credits allocated
5 op
Virtual portion
5 op
RDI portion
1 op
Mode of delivery
Distance learning
Unit
Department of Tourism, Hospitality Management and Youth Work
Campus
Ecampus
Teaching languages
- English
- Finnish
Seats
20 - 40
Degree programmes
- Degree Programme in Tourism and Service Business
Teachers
- Natalia Kushcheva
Teacher in charge
Natalia Kushcheva
Groups
-
MRMI23KVTourism and Service Business, online studies
-
MRMI22SPTourism and Service Business, full-time studies
-
MRKT22SVTourism and service business, online studies
Objective
You can identify future phenomena related to service processes.
You can analyze future challenges and their effects on service processes.
You can think of practical solutions to future challenges of service processes.
Content
How to search for and interpret foresight information on the future service processes?
How will service processes change in the future?
How will technology change service processes?
The course involves a practical project with a case company or organization (3 ECTS credits).
Opiskelumateriaali
You can find the study course material in the study course's Learn environment.
Recommended study books:
- Grönroos, C., 2015 Service management and marketing: managing the service profit logic
- Gössling, S.,2022 The sustainable chef: the environment in culinary arts, restaurants, and hospitality
Yksilölliset oppimisväylät
Teaching takes place as an online teaching in the Learn environment.
The course begins with an orientation lecture common to everyone, which is recorded.
During the study period, theme lectures are organised, participation in which is voluntary. Theme lectures are not saved.
The course consists of various tasks that you can complete independently or alternatively with a partner. There is no exam in the course.
The study period opens no later than the day the study period starts, and students are notified of this in a separate information letter.
TKI ja työelämäyhteistyö
The practical tasks of the course can be linked to your own work, workplace or projects.
Tentit ja muut määräajat
Three different learning tasks are done in the course.
You can complete the tasks independently. You can also choose pair or group work as the way to complete one task. Assignments are presented on the Learn platform at the beginning of the study period. The course does not include an exam.
All assignments of the study course must be completed during the course.
Opiskelijan työmäärä
The student's workload is 135 hours. However, the amount of work depends on your study skills and previous knowledge.
Toteutuksen osien kuvaus
The course is divided into three different implementations:
- Go digital
- Hospitality guest expect personlised interactions
- Travel information about Finland
In each implementation, you will find a theory part related to the topic and an assignment. Themes are clarified and deepened during the course's joint theme lectures and independently by familiarizing yourself with the study material. The course also has expert visitors/recorded interviews.
Evaluation scale
1-5
Assessment methods and criteria
Rating 3-4:
- Know and define the future of service processes, quality, usability and customer experience.
- Understand and evaluate the future and challenges of service processes and give recommendations for development.
- Can plan and implement a development task related to future service processes, and understand the underlying theory.
Enrollment
06.11.2023 - 17.11.2023
Timing
08.01.2024 - 30.04.2024
Number of ECTS credits allocated
5 op
Virtual portion
3 op
RDI portion
5 op
Mode of delivery
40 % Contact teaching, 60 % Distance learning
Unit
Department of Tourism, Hospitality Management and Youth Work
Campus
- Mikkeli Campus
- Ecampus
Teaching languages
- English
Seats
15 - 30
Degree programmes
- Degree Programme in Tourism and Service Business
Teachers
- Natalia Kushcheva
Teacher in charge
Natalia Kushcheva
Groups
-
MRKT21SVTourism and service business, online studies
-
VOMIIB24KInternational Business, exchange students
-
MRMI21SVTourism and Service Business, online studies
-
MRMI22KVTourism and Service Business, online studies
-
MRMI21SPTourism and Service Business, full-time studies
Objective
You can identify future phenomena related to service processes.
You can analyze future challenges and their effects on service processes.
You can think of practical solutions to future challenges of service processes.
Content
How to search for and interpret foresight information on the future service processes?
How will service processes change in the future?
How will technology change service processes?
The course involves a practical project with a case company or organization (3 ECTS credits).
Opiskelumateriaali
The actual learning material to be studied can be found in the online learning environment Learn and it is also possible to study it independently as distance learning,
Yksilölliset oppimisväylät
This case course addresses the design and management of effective and efficient systems for proper conveyance of services. Customers expect and demand timely and correct deliveries, reliable logistical information, competitive prices, quick response to service calls, as well as friendly and collaborative behavior. Services require a "co-production" activity to take place through the involvement of both the customer and the service-provider in a significant part of realization of any service. Hence, service systems should be designed with careful consideration given to such unique characteristics that services have quality, economy and satisfaction. In this connection, behavioral/psychological, quantitative, physical, physiological, technological, as well as evolutionary perspectives will be explored towards developing a clear understanding of service operations.
TKI ja työelämäyhteistyö
The project could be done using material collected at the work place of the student or any “live” company example that students have access to or alternately, could be research based. Eg. you could consider a well-known company where there is a lot of information available in the public domain.
Opiskelijan työmäärä
The course is 5 ECTS.
Toteutuksen osien kuvaus
It is possible to complete the course entirely online. Students could plan and design a practical “real world” application project. Preliminary ideas will be given on the Learn course page. The project are to be presented to the class at the end of the course.
Evaluation scale
1-5
Assessment methods and criteria
Students can
- use professional vocabulary and concepts in different situations.
- evaluate information sources critically.
- work as team members in working life expert duties and identify and describe the problems of the professional field.
- evaluate operations in customer, user and target group situations.
choose appropriate models, methods, software and techniques according to the purpose and justify these choices.
- apply critically the ethical principles of the professional field in different situations.