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Opintojakson toteutussuunnitelma

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RyhmäR81M19S/Restonomikoulutus (Rovaniemi)
OpintojaksoR81ML25 Customer Insight and Marketing, 5.00 op, 133 h
AMMATTIOPINNOT
ToteutusPerustoteutus/19001
ToimipisteMTI (Viirinkankaantie 1) Rovaniemi
ToteutusajankohtaKevät1/2019-2020
VastuuopettajaHanni-Vaara Päivi
Muut opettajat
Toteutuksen tilaTulossa

Kuvauksen tila Muokattavana
  
Opetuskieli suomi
Alkamis- ja päättymispvm01.01.2020 - 18.03.2020
Osallistujia min.  
Osallistujia max.  
Ilmoittautumisaika01.09.2019 - 30.09.2019
Toteutustapa
Virtuaaliosuus 0 op
T&k-integraatio 0 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, exam.

Materiaali

The basic material of this study isin Moodle. In addition, all other material recommended by peers, teachers or visitors has to be taken into account.

Sisältö

The Implementation plan and content (themes) of the study. Preliminary schedule (is confirmed by 31.10.2019)

Week 3, Pre-reading and orientation of Customer Insight

Week 4, Customer Insight - principles and practices

Tuesday: Kick Off, introduction of the study unit and pre-reading assignment/discussion

Wednesday: Let's go to the woods. A day to experience customers emotions

Friday: Independent study of the week theme

Week 5: Concepts of Marketing and Sales

Monday: Intro lecture and discussion/assignment

Tuesday: Independent study

Wednesday: Visitor from a project Along the River to the Arctic, Original Lapland. Applied marketing case of a project.

Friday: Independent study of the week theme.

Week 7: Changes in Customer Behavior

Monday: Intro lecture, discussion/assignment.

Tuesday: Independent study of the week theme

Thursday: Happy Valentines! Interaction with service business.

Friday: Independent study of the week theme

Week 8: Service Excellence

Friday: Lecture/Visitor, applied service excellence task

Week 9: Service Excellence

Monday: Independent study

Tuesday: Case study presentations

Friday: Individual exam and feedback discussion

Arviointi

Assessment G5-0, divided in:

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