Future service processes (5cr)

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

Study materials are provided by the teacher via Learn.

Recommended study books:
- Chaffey, D. 2024 Digital business and e-commerce management
- Agarwal, R., 2015 The handbook of service innovation (eBook)
- Ghoreishi, M., 2024 Artificial Intelligence of Things as an Accelerator of Circular Economy in International Business (eBook)
- Grönroos, C., 2015 Service management and marketing: managing the service profit logic

Study forms and methods

- The course is mainly carried out by way of unscheduled online study. The start session of the course takes place on Teams. Participation in the start session is mandatory. The start session will be recorded, and the recording can be viewed on Learn.
- Participation in online lessons is not mandatory. Participation in online lessons requires a video and audio connection. The online lessons are not recorded.
- Progress is made by completing assignments individually or in groups and presenting the final project.
- The assessed assignments are completed individually or in groups/in pars. The assignments must be submitted by the given deadlines.
- The teacher provides guidance during and after online lessons or via email.
- Students are provided with feedback in writing, orally, as well as from their peers.
- The studies are carried out on the Learn platform. The Learn site becomes accessible on the start day of the course.

RDI and work-related cooperation

The assignments are based on the needs of operators in the field.
The course assignments can be completed with reference to tasks given by one’s employer or in connection to developing a product.

Timing of exams and assignments

The course consists of recorded online lectures and assignments which the student completes according to the given schedule.
At the end of the course, a final project presentation is taken, and a minimum score of 60/100 points achievement is required for an approved performance.
The course has 3 scheduled assignments. A group or individual project assignment must be completed by the end of the course.
The end date of the course is presented in the course details. By this date, the student must submit all assignments, and meet all other conditions set for an approved course completion.
A failed assignment or presentation can be resit twice, but a passing exam grade cannot be improved.

All assignments of the study course could be done in Finnish or English and must be completed during the course time.

Student workload

- 1 ECTS credits equals 27 hours of work by the student.
- In a 5-credit course, the student's total maximum workload is approximately 135 hours, of which a small part of hours is accounted for scheduled lessons and instructed work and others for independent study. 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 (They are Product, Price, Place, Promotion, and People — tailored to the hospitality industry to manage guest experiences and drive bookings. Digital transformation in the hospitality industry involves adopting advanced digital tools and technologies to elevate guest experiences, optimize operational processes, and foster innovation. It’s not just about integrating technology; it’s about rethinking how services are delivered. Real life examples from hospitality industry are presented in this part of the course)
- Hospitality guest expect personlised interactions (Today’s travelers expect more than just a comfortable stay—they seek personalised experiences that cater to their individual preferences. Personalised hospitality goes beyond traditional service, using data insights, guest feedback, and innovative technology. With the increasing reliance on digital interactions, guests also expect seamless integration of technology into their experience, such as customized app-based services or AI-powered recommendations tailored to their specific interests and habits. Real life examples from hospitality industry are presented in this part of the course)
- "Finland for young adults" project (the student must create a 2-3 day tour within Finland for young adults. Activities or places of interest should be show beauty of Finland.)

Further information

This course is important for degree students.

Evaluation scale

1-5

Assessment methods and criteria

The student’s performance is assessed with reference to the learning objectives and assessment criteria of the course.
The course completion requires that all assignments are assessed with a passing grade.
A passing grade in the course requires 60% of the maximum score.