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Designing Customer Experience (5 op)

Toteutuksen tunnus: R801DL41OJ-3001

Toteutuksen perustiedot


Ilmoittautumisaika

14.03.2022 - 30.09.2022

Ajoitus

12.09.2022 - 30.10.2022

Laajuus

5 op

Virtuaaliosuus (op)

1 op

T&K-osuus

1 op

Toteutustapa

80 % Lähiopetus, 20 % Etäopetus

Yksikkö

​Restonomikoulutus

Opetuskielet

  • Englanti

Paikat

0 - 50

Tutkinto-ohjelma

  • Tourism

Opettaja

  • Jenny Janhunen
  • Petra Paloniemi

Vastuuhenkilö

Petra Paloniemi

Opiskelijaryhmät

  • R81D22S
    Tourism, Rovaniemi autumn 2022

Tavoitteet

The student gets familiar with different types of tourism products and the basics of customer experiences. In addition, he/she understands the concepts of services and meaningful experiences and is able to distinguish differences between services and meaningful experiences in tourism. The student is able to design different types of tourism services and meaningful experiences by utilising basic design tools.

Sisältö

• Versatile tourism products and related customer experiences
• Introduction to service and meaningful experience design
• Various models of services and meaningful experiences in tourism
• Virtual experiences
• Development of Christmas tourism in Rovaniemi – the Hometown of Santa Claus
• Designing and implementing meaningful experiences (project)
• hospitality and hostmanship
• customers’ cultural background and multicultural communication
• design tools, such as customer persona and customer journey

Aika ja paikka

Autumn 2022, Rovaniemi.

Oppimateriaalit

Blomme, R. & Melissen, F. 2014. Hospitality experience: An introduction to hospitality management. Houten, The Netherlands: Noordhoff Uitgevers Groningen.

Pine II, B.J. & Gilmore, J. H. 2013. The experience economy: past, present and future.

To be fully announced in the beginning of the study unit.

Opetusmenetelmät

Lectures, group work, study trip, written assignment.

Harjoittelu- ja työelämäyhteistyö

Guest lecturer/s and/or alumni visitor/s.

Tenttien ajankohdat ja uusintamahdollisuudet

Written assignment.

Kansainvälisyys

International group of students. Cooperation with alumni network.

Opiskelijan ajankäyttö ja kuormitus

5 cr = 133 hours of studying.

Sisällön jaksotus

• Versatile tourism products and related customer experiences
• Introduction to service and meaningful experience design
• Various models of services and meaningful experiences in tourism
• Virtual experiences
• Development of Christmas tourism in Rovaniemi – the Hometown of Santa Claus
• Designing and implementing meaningful experiences (project)
• hospitality and hostmanship
• customers’ cultural background and multicultural communication
• design tools, such as customer persona and customer journey

Arviointiasteikko

H-5

Arviointikriteerit, tyydyttävä (1)

Satisfactory (2)
The student has satisfactory knowledge of different types of tourism products and customer experiences. He/she knows somehow concepts of services and meaningful experiences. The student is able to design meaningful experiences by utilising some basic design tools on a satisfactory level. The assignments are completed but not always performed according to the instructions and deadlines.

Poor (1)
The student has vague knowledge of tourism products and customer experiences. He/she understands somehow concepts of services and meaningful experiences. The student is able to design meaningful experiences by utilising some basic design tools with guidance. The assignments are completed but not always performed according to the instructions and deadlines.

Fail (0)
The student does not complete the assignments according to the instructions or does not attend the learning situations enough or at all. He/she does not pass the assignments, tests and/or the exam as required.


These are the general assessment criteria. Please note that there might be more specific assessment criteria for learning assignments which will be given at the beginning of the study unit.

Arviointikriteerit, hyvä (3)

Very good (4)
The student has very good knowledge of different types of tourism products and customer experiences very well. In addition, he/she understands concepts of services and meaningful experiences well. The student is able to design meaningful experiences by utilising the basic design tools. All the assignments are performed according to the instructions and deadlines.

Good (3)
The student has good knowledge of different types of tourism products and customer experiences. In addition, he/she understands concepts of services and meaningful experiences. The student is able to design meaningful experiences by utilising the basic design tools. Most of the assignments are performed according to the instructions and deadlines.

Arviointikriteerit, kiitettävä (5)

Excellent (5)
The student has profound knowledge of different types of tourism products and customer experiences. In addition, he/she understands concepts of services and meaningful experiences very well. The student is able to design meaningful experiences successfully by utilising the basic design tools. All the assignments are performed according to the instructions and deadlines.

Arviointimenetelmät ja arvioinnin perusteet

These are the general assessment criteria. Please note that there might be more specific assessment criteria for learning assignments which will be given at the beginning of the study unit.

Written Assignment 50 %
Experience Project 50 %
Active participation pass/fail

Hylätty (0)

Fail (0)
The student does not complete the assignments according to the instructions or does not attend the learning situations enough or at all. He/she does not pass the assignments, tests and/or the exam as required.

Arviointikriteerit, tyydyttävä (1-2)

Satisfactory (2)
The student has satisfactory knowledge of different types of tourism products and customer experiences. He/she knows somehow concepts of services and meaningful experiences. The student is able to design meaningful experiences by utilising some basic design tools on a satisfactory level. The assignments are completed but not always performed according to the instructions and deadlines.

Poor (1)
The student has vague knowledge of tourism products and customer experiences. He/she understands somehow concepts of services and meaningful experiences. The student is able to design meaningful experiences by utilising some basic design tools with guidance. The assignments are completed but not always performed according to the instructions and deadlines.

Arviointikriteerit, hyvä (3-4)

Very good (4)
The student has very good knowledge of different types of tourism products and customer experiences very well. In addition, he/she understands concepts of services and meaningful experiences well. The student is able to design meaningful experiences by utilising the basic design tools. All the assignments are performed according to the instructions and deadlines.

Good (3)
The student has good knowledge of different types of tourism products and customer experiences. In addition, he/she understands concepts of services and meaningful experiences. The student is able to design meaningful experiences by utilising the basic design tools. Most of the assignments are performed according to the instructions and deadlines.

Arviointikriteerit, kiitettävä (5)

Excellent (5)
The student has profound knowledge of different types of tourism products and customer experiences. In addition, he/she understands concepts of services and meaningful experiences very well. The student is able to design meaningful experiences successfully by utilising the basic design tools. All the assignments are performed according to the instructions and deadlines.