Service Business (3cr)

Objective

Students will understand the service business where the service forms the basis of creating value. They will recognise processes and development needs associated with different services. Ts.

Content

Services and service business operations module (10 cr
1) Service leadership and marketing (3 cr)
- Book exam (Grönroos: Palvelujen johtaminen ja markkinointi)
2) Services and service business operations classroom sessions (4 cr)
3) Consumer behaviour - online course (3 cr)

Services and service business operations classroom sessions (4 cr)
Main theme 1: customer service and service environment development
- Service production
- How the customer experiences a service
- Developing customer-oriented service concepts
Main theme 2: Service marketing
- Service branding and sales
- Service networks
Main theme 3: Commercialising services
- Service commercialisation and design
- Service innovations

Consumer behaviour - online course (3 cr)
- Consumer behaviour model
- Factors affecting consumer behaviour
- Reference groups and their impact
- Consumer decision making process
- Purchase process of an organisation and factors affecting it

Assessment criteria, excellent (5)

The students are able to use, compare and apply the fundamental concepts and perceptions of service business operations and consumer behaviour. They use such concepts expertly, in a variety of ways and can justify their use. The students are able to effectively combine and apply previous marketing competence in the development assignment. They demonstrate an ability critical assessment in their assignment and take the future challenges of service business operations into account. The aims of the project assignment are achieved independently in a self-directed manner.

Assessment criteria, good (3)

The students are able to describe and explain the fundamental concepts and contents of service business operations and consumer behavior. They use concepts logically and systematically in the development assignment. The students are able to use the most suitable customer-oriented service business processes and approaches. The students work independently during the project and can justify their solutions systematically.

Assessment criteria, satisfactory (1)

The students are able to name, understand and to some extent use the fundamental contents and basic concepts of service business operations and consumer behaviour. Their approach remains descriptive and their overall perception of the assignment may remain somewhat cursory. The students are able to select suitable service process linked perceptions for the development assignment. They are able to use previously acquired skills and knowledge to some extent and they still require supervision.