Customer understanding and service culture skillsLaajuus (5 cr)

Objective

You can identify the basics of customer behaviour.
You understand the importance of customer experience in the tourism and hospitality business.
You know the technological solutions to support customer experience.
You know the elements of service quality and understand the importance of quality for the customer and for the success of the company.
You are able to apply hospitality as a key value in the tourism and hospitality industry.

Content

What factors influence customer behaviour in the tourism and hospitality sector?
What is buying behaviour and what stages does it include?
What is customer experience and how can it be modelled?
What is the role of customer experience in business?
What are the technological solutions to support customer experience?
What are the elements of service quality and what constitutes a quality service experience?
How do you apply hospitality in different service situations and with different customers?

Accomplishment methods

Students can
a. use professional vocabulary systematically.
b. look for information in the key information sources of the field.
c. identify interrelated tasks.
d. work together with customers, users and target groups.
e. use the key models, methods and software of the professional field.
f. work as team members in a goal-oriented way.
g. justify their actions according to the ethical principles of the professional field.