Customer Experience as a Success FactorLaajuus (3 cr)
Code: LT00DC12
Objective
The student can define a service and its components, describe the phases of a service process and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behaviour from the perspective of customer service.
Content
- service, service quality
- critical moments, handling different customers
- internal customers
- service recovery situations, other special cases
- service gaps
- working in customer service
- digital customer service
- customer experience
Qualifications
Marketing studies in virtual enterprise studies.
Assessment criteria, satisfactory (1)
The student has done the work and participated as instructed. The student can define a service and its components, describe the phases of a service process and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behaviour from the perspective of customer service.
Assessment criteria, good (3)
The student has done the work well and participated actively. The student can define service and its components, describe the phases of a service process well and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behaviour from the perspective of customer service.
Assessment criteria, excellent (5)
The student has done the work to an excellent standard and participated actively and constructively. The student can define service and its components, describe the phases of a service process in depth and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behaviour from the perspective of customer service.
Materials
Pesonen, H-L., Lehtonen, J. & Toskala, A. 2002. Asiakaspalvelu vuorovaikutuksena or other material informed later.
Enrollment
22.04.2024 - 28.10.2024
Timing
04.11.2024 - 18.12.2024
Credits
3 op
Virtual proportion (cr)
3 op
Teaching languages
- Finnish
Degree programmes
- Bachelor of Business Administration, Business Management
Teachers
- Katri Juppi
Student groups
-
MLITA24Bachelor of Business Administration, Business Management, Multimodal implementation
Objective
The student can define a service and its components, describe the phases of a service process and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behaviour from the perspective of customer service.
Content
- service, service quality
- critical moments, handling different customers
- internal customers
- service recovery situations, other special cases
- service gaps
- working in customer service
- digital customer service
- customer experience
Materials
Pesonen, H-L., Lehtonen, J. & Toskala, A. 2002. Asiakaspalvelu vuorovaikutuksena.
Valvio, T. 2010. Palvelutapahtuma ja asiakkaan kohtaaminen. Kauppakamari.
Online articles.
In addition other material informed later.
Teaching methods
Material in Moodle, independent studying, peer-reviews.
Independent online course.
Exam schedules
No exam.
Student workload
3 x 27 = 81h.
Evaluation scale
1-5
Assessment criteria, satisfactory (1)
The student has done the work and participated as instructed. The student can define a service and its components, describe the phases of a service process and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behaviour from the perspective of customer service.
Assessment criteria, good (3)
The student has done the work well and participated actively. The student can define service and its components, describe the phases of a service process well and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behaviour from the perspective of customer service.
Assessment criteria, excellent (5)
The student has done the work to an excellent standard and participated actively and constructively. The student can define service and its components, describe the phases of a service process in depth and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behaviour from the perspective of customer service.
Assessment methods and criteria
Independent assignments, peer-reviews, Moodle-tests.
Qualifications
Marketing studies in virtual enterprise studies.
Enrollment
17.04.2023 - 06.09.2023
Timing
12.10.2023 - 17.12.2023
Credits
3 op
Virtual proportion (cr)
3 op
Teaching languages
- Finnish
Degree programmes
- Bachelor of Business Administration, Business Management
Teachers
- Katri Juppi
Student groups
-
MLITA23Bachelor of Business Administration, Business Management, Multimodal implementation
Objective
The student can define a service and its components, describe the phases of a service process and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behaviour from the perspective of customer service.
Content
- service, service quality
- critical moments, handling different customers
- internal customers
- service recovery situations, other special cases
- service gaps
- working in customer service
- digital customer service
- customer experience
Materials
Pesonen, H-L., Lehtonen, J. & Toskala, A. 2002. Asiakaspalvelu vuorovaikutuksena or other material informed later.
Independent information search.
Teaching methods
Material in Moodle, independent studying, peer-reviews.
Exam schedules
No exam.
Student workload
3 x 27 = 81h.
Evaluation scale
1-5
Assessment criteria, satisfactory (1)
The student has done the work and participated as instructed. The student can define a service and its components, describe the phases of a service process and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behaviour from the perspective of customer service.
Assessment criteria, good (3)
The student has done the work well and participated actively. The student can define service and its components, describe the phases of a service process well and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behaviour from the perspective of customer service.
Assessment criteria, excellent (5)
The student has done the work to an excellent standard and participated actively and constructively. The student can define service and its components, describe the phases of a service process in depth and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behaviour from the perspective of customer service.
Assessment methods and criteria
Independent assignments, peer-reviews, Moodle-tests.
Qualifications
Marketing studies in virtual enterprise studies.
Enrollment
16.04.2022 - 07.09.2022
Timing
29.09.2022 - 18.12.2022
Credits
3 op
Virtual proportion (cr)
3 op
Teaching languages
- Finnish
Degree programmes
- Bachelor of Business Administration, Business Management
Teachers
- Katri Juppi
Student groups
-
MLITA22
Objective
The student can define a service and its components, describe the phases of a service process and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behaviour from the perspective of customer service.
Content
- service, service quality
- critical moments, handling different customers
- internal customers
- service recovery situations, other special cases
- service gaps
- working in customer service
- digital customer service
- customer experience
Materials
Provided by the teacher & independent search of information.
Teaching methods
Material in Moodle, independent studying, active participation to conversation.
Exam schedules
There's no exam on this course.
Student workload
3 x 27 = 81h.
Evaluation scale
1-5
Assessment criteria, satisfactory (1)
The student has done the work and participated as instructed. The student can define a service and its components, describe the phases of a service process and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behaviour from the perspective of customer service.
Assessment criteria, good (3)
The student has done the work well and participated actively. The student can define service and its components, describe the phases of a service process well and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behaviour from the perspective of customer service.
Assessment criteria, excellent (5)
The student has done the work to an excellent standard and participated actively and constructively. The student can define service and its components, describe the phases of a service process in depth and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behaviour from the perspective of customer service.
Assessment methods and criteria
Assignments, active participation.
Qualifications
Marketing studies in virtual enterprise studies.