Future service processes (5 cr)

Objective

You can identify future phenomena related to service processes.
You can analyze future challenges and their effects on service processes.
You can think of practical solutions to future challenges of service processes.

Content

How to search for and interpret foresight information on the future service processes?
How will service processes change in the future?
How will technology change service processes?
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

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

Recommended study books:
- Grönroos, C., 2015 Service management and marketing: managing the service profit logic
- Gössling, S.,2022 The sustainable chef: the environment in culinary arts, restaurants, and hospitality

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 three different implementations:
- Go digital
- Hospitality guest expect personlised interactions
- Travel information about Finland

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:
- Know and define the future of service processes, quality, usability and customer experience.
- Understand and evaluate the future and challenges of service processes and give recommendations for development.
- Can plan and implement a development task related to future service processes, and understand the underlying theory.