Customer Experiences in Food Services (4cr)

Evaluation scale

1-5

Objective

The student gets acquainted with characteristics of the tourism as a phenomena and especially food tourism. The student understands the special characteristics of the service production and sales of service. The student learns to realise the customer´s expectations and act in the required way in service situations. The student knows the basic skills of service and alcohol serving. The student learns the essential meaning of experiential quality and hospitality in food and tourism services. The student understands how extraordinary experiences are created and what is the meaning of customer encounter in experiential food services.

Content

- tourism as phenomena
- food as part of tourism and food tourism
- special characteristics of the service
- mainier and conduct culture
- different service systems
- bascis of alcohol serving
- the esthetics and experiental quality of food service
- basics of customer service
- alcohol passport

Materials

Hemmi, M., Häkkinen, U. & Lahdenkauppi, M. Avec - Asiakaspalvelua ravintolassa. Helsinki: WSOY. Uusin painos.

Franklin, Adrian. Tourism : An Introduction (1). London, GB: SAGE Publications Ltd, 2003. ProQuest ebrary. Web. 19 January 2017.
Tourism & Gastronomy. Taylor & Francis Ltd. / Books.
Hall, C. Michael, and Colin Michael Hall. Food Tourism Around the World: Development, Management and Markets. Oxford: Butterworth-Heinemann, 2003.
Jennings, Gayle, and Norma Polovitz Nickerson. Quality Tourism Experiences. Amsterdam: Elsevier Butterworth-Heinemann, 2006.

Kokemuksellisuus:

Loeffler, Bruce, and Church, Brian. Experience : The 5 Principles of Disney Service and Relationship Excellence (1). Somerset, US: Wiley, 2015. ProQuest ebrary. Web. 19 January 2017.
Pine, B. Joseph, II, and James H. Gilmore. The Experience Economy. Upd. ed. Boston (MA): Harvard Business School Press, 2011.
In addition: Online material which announced at beginning of course

Teaching methods

Lectures (Distance viewing and recordings are available)
Online exercises
Group work

Student workload

4 credits - 108 hours.

Assessment criteria, satisfactory (1)

Students understands tourism as a phenomena and key concepts of it. Student understands key characteristics of restaurant service, sales and customer behavior. Student understands both business and customer service etiquette. Student knows the basics of food service and is able to work as a licensed alcohol server. Student recognises the focal importance of hospitality and experiential elements as a quality factor in food and travel industry.

Assessment criteria, good (3)

Students understands tourism as a phenomena and key concepts of it. Student understands, and is able to consider, key characteristics of restaurant service, sales and customer behavior. Student understands, and is able to apply into practice, both business and customer service etiquette. Student knows how to do food service and is able to work as a licensed alcohol server well. Student knows the focal importance of hospitality and experiential elements as a quality factor in food and travel industry.

Assessment criteria, excellent (5)

Students master tourism as a phenomena and key concepts of it. Student understands, and is able to apply into practice, key characteristics of restaurant service, sales and customer behavior. Student understands, and is able to apply into practice, both business and customer service etiquette. Student masters food service and is able to work as a licensed alcohol server well. Student knows well the focal importance of hospitality and experiential elements as a quality factor in food and travel industry and is able to apply principles into practice

Qualifications

No previous studies are required

Further information

Keväällä 2021 opintojaksosta tarjotaan osio Kokemuksellisuus (2 op). Osio Asiakkaan kohtaaminen (2 op) tarjotaan syksyllä 2021.