Services management and marketing
| Structure Type: | Course |
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| Code: | KE16C092250 |
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| Type: | Elective |
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| Level: | Bachelor |
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| Credits: | 3.0 points |
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| Responsible Teacher: | Viljamaa, Anmari |
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| Teacher Team: | Viljamaa, Anmari |
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| Language of Instruction: | Finnish |
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Learning Outcomes
Students can describe the basic logic of service competition. Students recognize the distinctive characteristics of service businesses and are able to analyse them in theoretical and practical contexts. They are able to produce development suggestions coherent with the framework of service competition. They can analyse and give reasons for the role of quality thinking in services management and marketing. Students are able to act appropriately as members of a learning group and assess their own learning and that of others.
Student's Workload
Total workload 80 h, of which
- scheduled studies 28h
- source materials and assignments 26h
- written assignment 26h
Prerequisites / Recommended Optional Courses
first study year
Contents
- service competition
- service management and service culture
- service design
- expert services
- customer relationship management
Recommended or Required Reading
- Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi.
Availability:
https://plari.amkit.fi/vwebv/holdingsInfo?sk=fi_FI&bibId=86936
- other materials announced by the lecturer
Mode of Delivery / Planned Learning Activities and Teaching Methods
- lectures, seminars, exercises, online assignments, independent and group study
Assessment Criteria
(1) The student has carried out work and participated as instructed. The student recognizes the basic logic of service competition and describes it. The student analyses features of services, applying theory to practice. The student produces development suggestions for services and gives reasons for the suggestions. The student describes and justifies meaning of quality in services. The student functions in a learning group and assess his/her as well as others’ learning.
(3) The student has carried out work well and participated actively. The student recognizes the basic logic of service competition and describes it utilizing theoretical framework. The student critically analyses features of services from perspective of practice and theory. The student produces well-reasoned development suggestions and gives also theoretically derived justifications. The student describes and justifies meaning of quality in services. The student is an active and encouraging participant in the learning group and analyses his/her and others’ learning critically.
(5) The student has carried out work to an excellent standard and participated actively and constructively. The student describes the basic logic of service competition with theoretical and practical insight. The student analyses service features critically and with practical development orientation. The student produces well-reasoned development suggestions and description of meaning of quality in services management with underlying theoretical justification. The student has an important role in the functioning of the learning group and his/her evaluation of his/her and others’ learning is critical and constructive.
Assessment Methods
- Workshop and exercises 20 %
- online assignments 40 %
- written assignment and presentation 40 %
Work Placement
None.
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