Service design 1: Customer service design and quality of service (3 cr)
Code: AV00ER67-3001
General information
Enrollment
23.01.2023 - 26.11.2023
Timing
23.01.2023 - 03.12.2023
Number of ECTS credits allocated
3 op
Virtual portion
3 op
Mode of delivery
Distance learning
Unit
Pulse, Open UAS and Continuing education
Campus
Ecampus
Teaching languages
- English
Degree programmes
- Degree Programme in Tourism and Service Business
Teachers
- Tiina Tuovinen
Teacher in charge
Tiina Tuovinen
Groups
-
VOMIIB23SInternational Business, exchange students
-
VV2022-2023Optional studies 2022-2023
-
VV2023-2024Optional studies 2023-2024
Objective
By the end of this course, students should be able to
- know and understand basics of customer service design
- know and understand basics of service quality
- know and identify factors of service quality
- understand impact of quality on customers and on business success
- visualize customer journey map
- use service quality measuring tools.
Content
Service quality and service design are business key factors. Knowing basics of service quality and service design you can develop company activities and make them more efficient from customer point of view.
Evaluation scale
1-5