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).

Course material

You can find the study course material in the study course's Learn environment.

Recommended study books:
- Chakraborty, U., 2023 Rise of Generative AI and ChatGPT : Understand How Generative Al and ChatGPT Are Transforming and Reshaping the Business World (eBook)
- Grönroos, C., 2007 Service management and marketing : customer management in service competition
- Wirtz, J., 2018 Essentials of services marketing

Study forms and methods

Teaching takes place as an online teaching in the Learn environment.
The course begins with an orientation lecture common to everyone, which is recorded.
During the study period, theme lectures are organised, participation in which is voluntary. Theme lectures are not saved.
The course consists of various tasks that you can complete independently or alternatively with a partner. There is no exam in the course.
The study period opens no later than the day the study period starts, and students are notified of this in a separate information letter.

RDI and work-related cooperation

The practical tasks of the course can be linked to your own work, workplace or projects.

Timing of exams and assignments

Three different learning tasks are done in the course.
You can complete the tasks independently. You can also choose pair or group work as the way to complete one task. Assignments are presented on the Learn platform at the beginning of the study period. The course does not include an exam.
All assignments of the study course must be completed during the course.

Student workload

The student's workload is 135 hours. However, the amount of work depends on your study skills and previous knowledge.

Course part description

The course is divided into four different implementations:
- Customer journey and customer experience
- Mass customisation, customisation, personalisation of services
- Customised services
- Measure & evaluate customised services

In each implementation, you will find a theory part related to the topic and an assignment. Themes are clarified and deepened during the course's joint theme lectures and independently by familiarizing yourself with the study material. The course also has expert visitors/recorded interviews.

Evaluation scale

1-5

Assessment methods and criteria

Rating 3-4:
- you can define the effects of customisation of services, their quality, usability and customer experience.
- you know and perform the possibilities and challenges of customised technologies producing hospitality services.
- you can describe and choose suitable customised solutions for different hospitality services.
- you can plan and describe in an analysing task a hospitality business using a customised technique.