SoleOPS 3.13.0, ©2005-2018Solenovo Oy

Opintojakson toteutussuunnitelma

 Palaa
RyhmäR81M18S/Restonomikoulutus (Rovaniemi)
OpintojaksoR81ML25 Customer Insight and Marketing, 5.00 op, 133 h
AMMATTIOPINNOT
ToteutusPerustoteutus/18001
ToimipisteMTI (Viirinkankaantie 1) Rovaniemi
ToteutusajankohtaKevät1/2018-2019
VastuuopettajaAlatalo Kaisa
Muut opettajatHanni-Vaara Päivi
Toteutuksen tilaTulossa

Kuvauksen tila Valmis
  
Opetuskieli suomi
Alkamis- ja päättymispvm21.01.2019 - 18.03.2019
Osallistujia min.  
Osallistujia max.  
Ilmoittautumisaika01.09.2018 - 31.12.2018
Toteutustapa
Virtuaaliosuus 2 op
T&k-integraatio 3 op
Tentin uusintapäivät
Koulutuksen aikataulu (www-linkki)
Kuvauksen kieli suomi 
Osaamistavoitteet ja teemat

The student knows the significance of customer insight in the tourism business. He/she is able to identify the changes in customer behavior and operating environments and evaluate the service excellence when he/she meets the customer. He/she knows the main principles of service marketing and sales. He/she is able to communicate and use subject related terminology in English.

Lukukausiteema: Vastuullinen matkailuliiketoiminta

 
Arviointikriteerit

Excellent (5)

The student is able to describe and justify the principles of customer insight in tourism business. He/she is able to analyze and evaluate the changes in customer behavior and the impacts on operating environment. The student is able to describe and justify the main concepts and principles of service marketing and sales. In addition, he/she is able to describe and apply the Service Excellence concept in customer service and communicate and use subject related terminology in English fluently and correctly.

Very good (4)

The student is able to describe versatilely the principles of customer insight in tourism business. He/she is able to recognize and analyze the changes in customer behavior and the impacts on the operating environment. The student is able to describe versatilely the main concepts and principles of service marketing and sales. In addition, he/she is able to describe and apply the Service Excellence concept in customer service and communicate and use subject related terminology in English fluently.

Good (3)

The student is able to describe the principles of customer insight in tourism business. He/she is able to recognize and describe the changes in customer behavior and the impacts on the operating environment. The student is able to describe the main concepts and principles of service marketing and sales. In addition, he/she is able to apply the Service Excellence concept in customer service, as well as communicate and use subject related terminology in English.

Satisfactory (2)

The student is able to describe partly the principles of customer insight in tourism business. He/she is able to recognize the changes in customer behavior and the impacts on operating environment. The student is able to recognize the main concepts and principles of service marketing and sales. In addition, he/she is able to apply partly the Service Excellence concept in customer service. He/she is able to communicate in common situations and use basic subject related terminology in English.

Poor (1)

The student is able to recognize the principles of customer insight in tourism business. He/she is able to recognize only some changes in customer behavior and the impacts on operating environment. The student is able to recognize only some concepts and principles of service marketing and sales. In addition, he/she is able to recognize some parts of the Service Excellence concept in customer service. He/she is able to communicate in most common situations only and use basic subject related terminology in English.

Fail (0)

The student is not able to describe the principles of customer insight in tourism business. He/she is not able to recognize the changes in customer behavior nor the impacts on operating environment. The student is not able to recognize the main concepts nor principles of service marketing and sales. He/she is not able to recognize the Service Excellence concept in customer service. He/she Is not able to communicate or use subject related terminology in English.

 
Pedagogiset järjestelyt

Lectures, visitors, visit, different kind of workshops,independent and group study.

Materiaali

Thebasic material of this study is in Moodle. In addition, all other material recommended by peers, teachers or visitors has to be taken into account.

Sisältö

Themes of the study unit:

Week: 4, Theme: Customer Insight - the principles and practices.

  • Monday: Kick Off,introduction of the study unit and pre-assignment discussion, coaching
  • Tuesday:Independent study
  • Wednesday:Let's go to the woods; a day of content marketing and interaction
  • Friday: Independent study, pre reading of the next theme

Week5: Theme: Concepts of Marketing and Sales

  • Monday: Pre-assignment discussion, intro lecture and coaching
  • Tuesday: Independent study
  • Wednesday: Lecture/Visitor; applied marketing
  • Friday: Independent study, pre reading of the next theme

Week 7: Theme: Changes in Customer Behavior

  • Monday: A simulation day; interaction with customers
  • Tuesday: Reading in groups
  • Thursday:Happy Valentines! A nice day with R81D18S
  • Friday: Independent study, pre reading of the next theme

Week 9: Theme: Service Excellence

  • Monday: Lecture/Visitor; applied service excellence
  • Tuesday: Independent study 
  • Wednesday: Adapting service with sports
  • Friday: Individual exam
Arviointi

Assessment G5-0, divided in:

  • Individual Exam, 100 %
  • Project assignment and presentationin groups, Pass/Fail
  • Activity and responsibility

 Palaa