Research-based customer experience development in tourism and hospitality managementLaajuus (5 cr)

Objective

You know the psychological foundations of customer experience formation.
You know the key models and methods of customer experience research in the service sector, and you can describe the advantages and limitations of different methods.
You can plan, implement and report customer experience research in the service sector.
You can use the results in the development of organisations or the field of tourism and hospitality.

Content

How is customer experience formed?
What are the key concepts, models and methods of customer experience research, as well as the advantages and limitations of the methods?
How do you choose the methods of analysis and justify your choices?
How do you plan, implement and report customer experience research?
How is research utilised in developing customer experience at strategic level and in organisations' daily management?

Accomplishment methods

Students can
a. find, study, produce and assess critically multidisciplinary data about the customer experience in the service industry.
b. solve demanding problems in research, development and innovation activities.
c. assess and manage independently individuals’ and teams’ operations.
d. be responsible for operations and develop them independently.
e. assess different strategic approaches and justify their use from the perspective of day-to-day management and customer experience development.
g. communicate proficiently and systematically in spoken and written language.