Service BusinessLaajuus (5 cr)
Code: LT00BX68
Credits
5 op
Teaching language
- Finnish
Objective
Learning Outcome:
The student understands the principles of customer experience and purchasing behavior as part of a profitable business.
The student knows the factors influencing the purchasing decision of both the consumer and the organization and is able to analyze the factors influencing the making of a purchasing decision.
Content
Consumer decision-making process and purchasing behavior path
Organizational purchasing process and influencing factors
Identifying the customer experience process
Developing, measuring, and evaluating the impact of customer experience
Customer experience in the digital age
Materials
Verkko-oppimisympäristö Repussa oleva aineisto.
Korkiakoski, Kari 2019. Asiakaskokemus ja henkilöstökokemus. Uusi aika. Uudenlainen johtaminen.Alma Talent | Helsinki 2019. E-kirja: KAMK / Finna / Alma Talent Bisneskirjasto.
Gerdt, B. & Eskelinen, S.(2018) Digiajan asiakaskokemus. E-kirja: KAMK / Finna / Alma Talent Bisneskirjasto.
Arviointikriteerit, kiitettävä (5)
The student utilizes, compares, and applies key concepts and perspectives related to customer experience and purchasing behavior. The use of the concepts is diverse, expert and justified.
The student is able to effectively combine and apply previous marketing skills.
In the assignment, the student demonstrates critical appraisal and considers the future challenges of customer-centric marketing. The objectives of the task are achieved on their own initiative and in a self-directed manner.
Assessment criteria, good (3)
The student describes and explains the main contents of the key concepts and elements of the customer experience and purchasing behavior. The use and exploitation of concepts is consistent and logical.
The student is able to utilize the most suitable customer-centric marketing processes and perspectives. The student acts independently and is able to consistently justify his / her solution.
Arviointikriteerit, tyydyttävä (1)
The student names, understands, and partially utilizes key content and basic concepts related to customer experience and purchasing behavior. The use of knowledge is still descriptive and there are shortcomings in forming a clear whole picture.
The student is able to choose appropriate aspects related to marketing. Utilization of previously learned knowledge and skills will be partially realized.
The student still requires guidance.
Enrollment
19.02.2024 - 25.02.2024
Timing
01.01.2025 - 31.05.2025
Number of ECTS credits allocated
5 op
Mode of delivery
Contact teaching
Unit
Business
Teaching languages
- Finnish
Degree programmes
- BACHELORS DEGREE IN BUSINESS ADMINISTRATION
Teachers
- Pia Kuittinen
Groups
-
LLT23SMLLT23SM
Objective
Learning Outcome:
The student understands the principles of customer experience and purchasing behavior as part of a profitable business.
The student knows the factors influencing the purchasing decision of both the consumer and the organization and is able to analyze the factors influencing the making of a purchasing decision.
Content
Consumer decision-making process and purchasing behavior path
Organizational purchasing process and influencing factors
Identifying the customer experience process
Developing, measuring, and evaluating the impact of customer experience
Customer experience in the digital age
Evaluation scale
0 - 5
Arviointikriteerit, kiitettävä (5)
The student utilizes, compares, and applies key concepts and perspectives related to customer experience and purchasing behavior. The use of the concepts is diverse, expert and justified.
The student is able to effectively combine and apply previous marketing skills.
In the assignment, the student demonstrates critical appraisal and considers the future challenges of customer-centric marketing. The objectives of the task are achieved on their own initiative and in a self-directed manner.
Assessment criteria, good (3)
The student describes and explains the main contents of the key concepts and elements of the customer experience and purchasing behavior. The use and exploitation of concepts is consistent and logical.
The student is able to utilize the most suitable customer-centric marketing processes and perspectives. The student acts independently and is able to consistently justify his / her solution.
Arviointikriteerit, tyydyttävä (1)
The student names, understands, and partially utilizes key content and basic concepts related to customer experience and purchasing behavior. The use of knowledge is still descriptive and there are shortcomings in forming a clear whole picture.
The student is able to choose appropriate aspects related to marketing. Utilization of previously learned knowledge and skills will be partially realized.
The student still requires guidance.
Enrollment
01.12.2023 - 31.01.2024
Timing
01.01.2024 - 31.05.2024
Number of ECTS credits allocated
5 op
RDI portion
2 op
Mode of delivery
Contact teaching
Unit
Business
Teaching languages
- Finnish
Degree programmes
- BACHELORS DEGREE IN BUSINESS ADMINISTRATION
Teachers
- Pia Kuittinen
Groups
-
LLT22SMLLT22SM
-
AMA21SAMA21S
Objective
Learning Outcome:
The student understands the principles of customer experience and purchasing behavior as part of a profitable business.
The student knows the factors influencing the purchasing decision of both the consumer and the organization and is able to analyze the factors influencing the making of a purchasing decision.
Content
Consumer decision-making process and purchasing behavior path
Organizational purchasing process and influencing factors
Identifying the customer experience process
Developing, measuring, and evaluating the impact of customer experience
Customer experience in the digital age
Location and time
Kevätlukukaudella kerran viikolla 2,5-tunnin tapaaminen. Mahdollisesti myös muutama etätapaaminen.
Materials
Luennot ja lisämateriaalit on jaettu Repussa.
Tenttikirja: Korkiakoski, Kari 2019. Asiakaskokemus ja henkilöstökokemus. Uusi aika. Uudenlainen johtaminen.Alma Talent | Helsinki 2019. E-kirja: KAMK / Finna / Alma Talent Bisneskirjasto.
Esseen kirja: Gerdt, B. & Eskelinen, S.(2018) Digiajan asiakaskokemus. E-kirja: KAMK / Finna / Alma Talent Bisneskirjasto.
Teaching methods
Teorialuennot, soveltavat tehtävät, tentti, itsenäiset tehtävät ja ryhmätyöt.
Employer connections
Luennoilla mahdolliset vierailijat, webinaarit ja seminaarit.
Vierailut yrityksiin ja mahdollisiin paikallisiin tapahtumiin.
Opintomatka kuuluu opintojakson pakollisiin suorituksiin. Matka tehdään yhden päivän aikana ja se on ilmainen opiskelijoille.
Exam schedules
Tentti suoritetaan etänä 2. - 3.5. välisenä aikana. Kellonajat on kerrottu Repussa.
Uusintatentti järjestetään KAMKin uusintatenttipäivänä.
International connections
Mahdolliset aiheeseen sopivat webinaarit sekä vierailijaluennot ulkomaisista oppilaitoksista, yrityksistä ja organisaatioista.
Completion alternatives
Sovitaan opettajan kanssa tapauskohtaisesti KAMKin pääperiaatteiden mukaisesti:
- Aiemmat korkeakoulusuoritukset voidaan hyväksilukea tapauskohtaisesti.
- Työelämässä aiemmin hankittua osaamista tunnistetaan (AHOT) tapauskohtaisesti.
- Opinnollistaminen eli nykyisessä työssä hankittava ja osoitettava opintojakson tavoitteiden osaaminen.
Student workload
5 opintopistettä tarkoittaa noin 135 tuntia opiskelijan työskentelyä.
Evaluation scale
0 - 5
Arviointikriteerit, kiitettävä (5)
The student utilizes, compares, and applies key concepts and perspectives related to customer experience and purchasing behavior. The use of the concepts is diverse, expert and justified.
The student is able to effectively combine and apply previous marketing skills.
In the assignment, the student demonstrates critical appraisal and considers the future challenges of customer-centric marketing. The objectives of the task are achieved on their own initiative and in a self-directed manner.
Assessment criteria, good (3)
The student describes and explains the main contents of the key concepts and elements of the customer experience and purchasing behavior. The use and exploitation of concepts is consistent and logical.
The student is able to utilize the most suitable customer-centric marketing processes and perspectives. The student acts independently and is able to consistently justify his / her solution.
Arviointikriteerit, tyydyttävä (1)
The student names, understands, and partially utilizes key content and basic concepts related to customer experience and purchasing behavior. The use of knowledge is still descriptive and there are shortcomings in forming a clear whole picture.
The student is able to choose appropriate aspects related to marketing. Utilization of previously learned knowledge and skills will be partially realized.
The student still requires guidance.
Assessment methods and criteria
Opintojakso arvioidaan (1-5) suoritusten yhteispistemäärän perusteella seuraavasti:
5 = 90 % = 90 -100 pistettä
4 = 80 % = 80 - 89 pistettä
3 = 70 % = 70 – 79 pistettä
2 = 60 % = 60 – 69 pistettä
1 = vähintään 50 % = 50 - 59 pistettä ja tentti läpi
Myöhästyneistä palautuksista vähennetään automaattisesti 20 % saaduista pisteistä
Enrollment
01.12.2022 - 31.01.2023
Timing
01.01.2023 - 31.07.2023
Number of ECTS credits allocated
5 op
Mode of delivery
Contact teaching
Unit
Business
Teaching languages
- Finnish
Degree programmes
- BACHELORS DEGREE IN BUSINESS ADMINISTRATION
Teachers
- Liisa Mikkonen
Groups
-
LLT21SMLLT21SM
Objective
Learning Outcome:
The student understands the principles of customer experience and purchasing behavior as part of a profitable business.
The student knows the factors influencing the purchasing decision of both the consumer and the organization and is able to analyze the factors influencing the making of a purchasing decision.
Content
Consumer decision-making process and purchasing behavior path
Organizational purchasing process and influencing factors
Identifying the customer experience process
Developing, measuring, and evaluating the impact of customer experience
Customer experience in the digital age
Evaluation scale
0 - 5
Arviointikriteerit, kiitettävä (5)
The student utilizes, compares, and applies key concepts and perspectives related to customer experience and purchasing behavior. The use of the concepts is diverse, expert and justified.
The student is able to effectively combine and apply previous marketing skills.
In the assignment, the student demonstrates critical appraisal and considers the future challenges of customer-centric marketing. The objectives of the task are achieved on their own initiative and in a self-directed manner.
Assessment criteria, good (3)
The student describes and explains the main contents of the key concepts and elements of the customer experience and purchasing behavior. The use and exploitation of concepts is consistent and logical.
The student is able to utilize the most suitable customer-centric marketing processes and perspectives. The student acts independently and is able to consistently justify his / her solution.
Arviointikriteerit, tyydyttävä (1)
The student names, understands, and partially utilizes key content and basic concepts related to customer experience and purchasing behavior. The use of knowledge is still descriptive and there are shortcomings in forming a clear whole picture.
The student is able to choose appropriate aspects related to marketing. Utilization of previously learned knowledge and skills will be partially realized.
The student still requires guidance.
Enrollment
01.12.2021 - 31.01.2022
Timing
01.01.2022 - 31.07.2022
Number of ECTS credits allocated
5 op
Virtual portion
1 op
RDI portion
2 op
Mode of delivery
80 % Contact teaching, 20 % Distance learning
Unit
Business
Teaching languages
- Finnish
Degree programmes
- BACHELORS DEGREE IN BUSINESS ADMINISTRATION
Teachers
- Liisa Mikkonen
- Mervi Väisänen
Groups
-
AMA20SAMA20S
-
LLT20SMLLT20SM
Objective
Learning Outcome:
The student understands the principles of customer experience and purchasing behavior as part of a profitable business.
The student knows the factors influencing the purchasing decision of both the consumer and the organization and is able to analyze the factors influencing the making of a purchasing decision.
Content
Consumer decision-making process and purchasing behavior path
Organizational purchasing process and influencing factors
Identifying the customer experience process
Developing, measuring, and evaluating the impact of customer experience
Customer experience in the digital age
Teaching methods
Teorialuennot, soveltavat tehtävät, tentti, itsenäinen tehtävä, ryhmätyö.
Evaluation scale
0 - 5
Arviointikriteerit, kiitettävä (5)
The student utilizes, compares, and applies key concepts and perspectives related to customer experience and purchasing behavior. The use of the concepts is diverse, expert and justified.
The student is able to effectively combine and apply previous marketing skills.
In the assignment, the student demonstrates critical appraisal and considers the future challenges of customer-centric marketing. The objectives of the task are achieved on their own initiative and in a self-directed manner.
Assessment criteria, good (3)
The student describes and explains the main contents of the key concepts and elements of the customer experience and purchasing behavior. The use and exploitation of concepts is consistent and logical.
The student is able to utilize the most suitable customer-centric marketing processes and perspectives. The student acts independently and is able to consistently justify his / her solution.
Arviointikriteerit, tyydyttävä (1)
The student names, understands, and partially utilizes key content and basic concepts related to customer experience and purchasing behavior. The use of knowledge is still descriptive and there are shortcomings in forming a clear whole picture.
The student is able to choose appropriate aspects related to marketing. Utilization of previously learned knowledge and skills will be partially realized.
The student still requires guidance.