Customer Experience as a Success Factor (3cr)

Code: LT00DC12-3004

General information

Enrollment: 22.04.2025 - 27.10.2025; Registration for the implementation has ended.

Timing: 03.11.2025 - 31.12.2025; Implementation is running.

Number of ECTS credits allocated: 3 cr

Local portion: 0 cr

Virtual portion: 3 cr

Mode of delivery: Distance learning

Unit: SeAMK Business Management and SME Business Management

Campus: SeAMK Seinäjoki, Frami

Teaching languages: Finnish

Seats: 0 - 100

Degree programmes: Bachelor of Business Administration, Business Management

Teachers: Sari Havulehto

Scheduling groups: Avoin AMK (Ei koske tutkinto-opiskelijaa) (Size: 13 . Open UAS : 13.)

Groups: MLITA25
Bachelor of Business Administration, Business Management, Multimodal implementation

Small groups: Open UAS (Doesn't apply to degree student)

Course: LT00DC12

Evaluation scale

1-5

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. The student is able to analyze the complexity of how customer experience is formed.

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

Material announced by the teacher.

Teaching methods

Material in Moodle, independent studying, peer-reviews.
Independent online course.

Exam schedules

No exam.

Student workload

3 x 27 = 81h.

Assessment criteria, satisfactory (1)

The student has completed the assigned tasks and participated in the course. The student can define a service and its components, describe the stages of the service encounter, and identify the elements of service quality as well as service gaps. The student is able to act as a customer service representative in both internal and external customer service. The student can recognize different customer situations and identify how customer experience is formed.

Assessment criteria, good (3)

The student has completed the assigned tasks well and has actively participated in the course. The student can clearly define a service and its components, describe the stages of the service encounter, and identify the elements of service quality as well as service gaps. The student is able to act as a customer service representative in both internal and external customer service. The student can recognize different customer situations and identify the diversity involved in the formation of customer experience.

Assessment criteria, excellent (5)

The student has completed the assigned tasks with excellent results and has participated actively and constructively in the course. The student can expertly define a service and its components, describe the stages of the service encounter, and identify the elements of service quality as well as service gaps. The student is able to act as a customer service representative in both internal and external customer service. The student can recognize different customer situations and analyze the diverse factors that shape the customer experience.

Qualifications

Fundamentals of marketing