Study Guide

Objective

Student understands the preconditions for extraordinary customer experience and understands the diversity in producing extraordinary customer experiences. Student is also able to evaluate quality of service performance from customer`s viewpoint. Student is able to design a target-oriented experiential food service concept which is multisensorial and memorable. In planning and implementing the service student can also take into account different parts of service such as product, space, atmosphere and customer encounter and is able to manage the system.

Content

- event planning and organization
- experiential food
- experiential space and atmosphere
- experiential customer encounter
- entertainment

Materials

Gustafsson, I-B., Öström, Å., Johansson, J. & Mossberg, L. 2006. The Five Aspects Meal model: a tool for developing meal services in restaurant.
Hynynen, A., Hopia, A., Uimonen, H.,Pitkäkoski, T., Aaltojärvi, I., Paakki, M. & Kontukoski, M. 2018. Ei ainoastaan leivästä.
Kalliomäki, A. 2014. Tarinallistaminen. Palvelukokemuksen punainen lanka.
Pine, B.J. & Gilmore, J.H. 1999. The Experience Economy: Work is Theatre & Every Business a Stage.
Pitkäkoski, T. 2015. Elämysperusteisen ruokapalvelutapahtuman tuottamisen konseptointi.
Tarssanen, S. 2005. Elämystuottajan käsikirja.
Tuulaniemi, J. 2011. Palvelumuotoilu.
Vallo, H.& Häyrinen, E. 2012. Tapahtuma on tilaisuus: tapahtumamarkkinointi ja tapahtuman järjestäminen.

Collection of articles and other study material will be announced in the beginning of studies

Teaching methods

Planning and execution of experiential food event

Student workload

5 credits - 135 hours

Evaluation scale

1-5

Assessment criteria, satisfactory (1)

Students can name the main principles of experience production.
Students can realize a food event experience when assisted, taking account of resources, quality and themes.
Students recognize some aspects of food products, atmosphere, customer service and managing the whole, when planning and realizing a service package.

Assessment criteria, good (3)

Students manage the basics of producing an experience and are able to report on experience production.
Students are able to realize and evaluate a food experience even taking account of resources, quality and themes.
Students are able to plan and realize a service package taking account of the food product, atmosphere, meeting the customers and managing the whole.

Assessment criteria, excellent (5)

Students are able to produce experiences and adventures and they can analyze the experience production relative to the customers´ experiences.
Students can plan and organize a food experience event within the framework of resources , quality and different themes.
Students are able to plan and realize a versatile service package taking account of the food product, atmosphere, meeting the customers and managing the whole.

Assessment methods and criteria

Active participation, assignment.

Qualifications

Food service production
Food service management
Asiakkaan kohtaaminen
Elämykselliset ruokapalvelut