Customer-oriented hospitality servicesLaajuus (5 cr)

Objective

You show familiarity with the main principles of consumption. You are capable of finding statistical and qualitative research data about the structure and changes of private consumption. You can foresee the expectations of customer and act according to the requirements of the service situation. You are familiar with the manners and business culture needed in working life and customer service. You can apply factors of service quality and success in producing memorable experiences. You know the characteristics of Russian society and culture in your work in your professional field.

Content

What are the main factors affecting consumer behaviour and changes in it? How do you research consumer behaviour? What are the consumer trends in your field, the factors affecting them and how can we utilise consumer trends in service business? What are the constituents of quality in a rich service experience and customer experience? How do you operate with different kinds of situations and with different kinds of customers?

Qualifications

No prerequisites

Assessment criteria, good (3)

Students can a) use professional vocabulary systematically b) look for information in the key information sources of the field d) operate with customers and target groups e) use the key models and methods in researching consumer behaviour f) work as a target-oriented and responsible team member