Study Guide

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

Soma part of these books:
Grönroos 2015. Palvelujen johtaminen ja markkinointi.
Gerdt ja Eskelinen, 2018. Digiajan asiakaskokemus. Oppia kansainvälisiltä huipuilta.
Bergström & Leppänen 2015. Yrityksen asiakasmarkkinointi.,
H-L., Lehtonen, J. ja Toskala, A. 2002. Asiakaspalvelu vuorovaikutuksena
or other material informed later.

Teaching methods

Lectures.
Teamwork.

Student workload

Lecturers, seminar and exam 25 hours.
Independent work 56 hours.

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 behavior from the perspective of customer service.

Assessment criteria, good (3)

The student has done the work 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 behavior from the perspective of customer service.

Assessment criteria, excellent (5)

The student has done the work thoroughly 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 behavior from the perspective of customer service.

Assessment methods and criteria

Exercises and exam.
Activity.

Qualifications

Marketing studies in virtual enterprise studies.