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Group801D11/Degree Programme in Tourism (Rovaniemi)
Study unit801D8B Service Marketing and Sales, 5.00 ECTS credits, 133 h
Contemporary Marketing and Product Development
PROFESSIONAL STUDIES
ImplementationPerustoteutus/12001
Unit
Time of implementationAutumn2/2012-2013
Responsible teacherAlatalo Kaisa
Other teachersPaloniemi Petra, Svanberg Leena
Status of implementationFinished

Description status Ready
  
Language of instruction English
Starting and ending dates15.10.2012 - 31.12.2012
Minimum number of participants  
Maximum number of participants  
Enrolment period14.04.2012 - 31.05.2012
Implementation method
Virtuality 0 ECTS credits
R&D integration 2 ECTS credits
Resit dates of the exam
Koulutuksen aikataulu (www-linkki)
Description language English 
Objectives

Learning outcome:

Students understand the significance of services in today’s society. They are able to examine and adapt their own activity from the viewpoint of marketing of services. Students understand the meaning of a service product and the factors and characteristics of services. They are able to analyse the operating environment and service culture of service production according to tourism related legislation. Students have a deeper understanding of the significance of profitable sales in business operation and are able to organise it as one area of marketing communication. Students understand the tourist’s purchasing decision-making process in general, the tourist typologies affecting in the background and the varying demand and markets of the area of departure.

 

 
Assessment criteria  
Pedagogical arrangements

 Previous studies: Basics of Marketing

Pedagogical arrangements:

Lectures, article analyses and seminars, other learning assignments/exam.

Material

 

Learning material:

Zeithaml & Bitner (2003 or later): Services Marketing.

Swarbrooke & Horner: Consumer Behaviour in Tourism. 1999

 

Other learning material related to service marketing will be announced at the beginning of the study unit.

Content

 

Contents:

  • service culture and the significance of services
  • service product and factors of services and service production environment
  • marketing of services
  • significance of personal sales work
  • sales goals as a part of marketing communication
Assessment

 

Assessment, grading scale:

Excellent (5)

The student has an excellent command of theoretical knowledge and is fully able to apply it in practical learning assignments. He/she participates in compulsory lectures and/or other learning situations (discussion panels, workshops, seminars etc.) actively and shows analytical, reflective and critical approach in all his/her activities. All the assignments are performed according to the instructions. The student has excellent cooperative and communication skills.

Good (3-4)

The student has a good command of theoretical knowledge and is mostly able to apply it in practical learning assignments. He/she participates in compulsory lectures and/or other learning situations (discussion panels, workshops, seminars etc.) quite actively and shows somewhat analytical, reflective and critical approach in most of his/her activities. All the assignments are performed mostly according to the instructions. The student has good cooperative and communication skills.

Satisfactory (1-2)

The student has a satisfactory command of theoretical knowledge and is able to apply it only partly or not at all in practical learning assignments. He/she seldom participates in compulsory lectures and/or other learning situations (discussion panels, workshops, seminars etc.) and shows very little or no analytical, reflective and critical approach in of his/her activities. The assignments are not fully performed according to the instructions. The student has satisfactory cooperative and communication skills.

Failed (0)

The student has not participated in the compulsory lectures and/or other learning situations (discussion panels, workshops, seminars etc.) and has failed to perform one or more assignments according to the instructions. The student has no adequate cooperative or communication skills.