Service design 1: Customer service design and quality of service (3 cr)
Code: AV00ER67-3002
General information
- Enrollment
-
06.11.2023 - 17.11.2023
Registration for the implementation has ended.
- Timing
-
22.01.2024 - 01.12.2024
Implementation has ended.
- Number of ECTS credits allocated
- 3 cr
- Local portion
- 0 cr
- Virtual portion
- 3 cr
- Mode of delivery
- Distance learning
- Unit
- 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
-
VV2022-2023Optional studies 2022-2023
-
VV2023-2024Optional studies 2023-2024
- Course
- AV00ER67
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.
Course material
You will get the study material on Learn platform.
Study forms and methods
The course is 100 % online on Learn platform and you will study independently, no live lectures or group work. You will have different kind of assignments which you have to pass to be able to perform the course.
Timing of exams and assignments
Two exams and one assignment which have to be passed until 1st December 2024.
Student workload
81 h
Further information
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
Approved/Failed