Customized services in hospitality business (5 cr)

Objective

You expand your understanding of customer experience in producing services.
You are able to produce customized services from the view point of customer experiences.
You can measure and evaluate the success of customer experience.

Content

How to customize services?
How do you collect customer information and develop customer experience?
How can you measure customer experience?
The course involves a practical project with a case company or organization (3 ECTS credits).

Evaluation

Students can
use professional vocabulary and concepts in an expert way 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.

Course material

Links to course material is in Learn.

Study forms and methods

In this course will be contact lessons, online studies, group- and independent work.

You expand your understanding of customer experience in producing services.
You are able to produce customized services from the view point of customer experiences.
You can measure and evaluate the success of customer experience.

Course content:
- Customer journey and customer experience
- Mass customization, customization, rationalization of services: what is the difference?
- Customized services
- Measurement & evaluation of customized services

RDI and work-related cooperation

The themes of the course are connected to working life.

Timing of exams and assignments

Different types of tasks.
No exam.

Student workload

5 ECTS

Evaluation scale

1-5

Assessment methods and criteria

Students can
use professional vocabulary and concepts in an expert way 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 situation