Study Guide

Learning outcomes

Students knows:
- principles of service design
- use blue printing as a method tool
- recognizes and understands the importance of a holistic customer experience and is able to utilize it in their work
- analyze and create service touch points along the customer path

Implementation and methods of teaching

Student is able to:
- know the principles of service design
- use blue printing as a method tool
- recognize and understand the importance of a holistic customer experience and is able to utilize it in their work
- analyze and create service touch points along the customer path

Timing and attendance

The course will start in calendar week 36 and end in calendar week 48.
Contact lectures are online. Active attendance to the contact lessons is part of the evaluation criteria.

Learning material and recommended literature

Materials presented in Howspace and materials given by the lecturer during online lessons.

Alternative completion methods

There are no optional ways to complete the course.

Working life cooperation

During the course, student will get to know and possibly also visit companies from the industry.

Learning environment

Materials and assignments in Howspace -learning platform. Online lectures via Zoom.

Student time use and work load

The 5 credits of the course is approximately 135 hours of student work.
The course includes contact teaching online and possible company visits in total of 45 h. The student's independent or group work is in total 90 h. Independent studying includes also familiarization with the course materials and other information research.

Contents

The course provides an overview of service design in the hospitality industry. Student learns about the holistic customer experience and customer journey mapping. Student learns about key service design methods in the hospitality industry, and analyzes and models them accordingly.

Additional information for students: previous knowledge etc.

No prior experience is required for this course.

Assessment criteria

Group learning tasks are evaluated on a scale of 1-5.
Peer-review of group assignments are evaluated on a scale of 1-5.
Attendance in online lectures is one part of the evaluation criteria.
In addition, completion of the course requires:
Approved completion of other assignments related to the course.

Assessment scale

1-5

Failed (0)

Fail (0) The learning tasks do not meet the objectives and the report does not reflect the guidelines.

The student has attended less than 50% of the contact lectures.

Lecture assignments will be evaluated accepted/failed.

Assessment criteria: level 1 (assessment scale 1–5)

The learning tasks were partially and only slightly in line with the instructions given.
The content of the reports is only partially in line with the instructions given. The content of the reports is partly inadequate.

The student has attended at least 50% of the contact lectures.

Lecture assignments will be evaluated accepted/failed.

Assessment criteria: level 3 (assessment scale 1–5)

Good (4,3): The learning task has partly followed the instructions given and the content of the reports partly complies with the instructions given.

The student has attended at least 70% of the contact lectures.

Lecture assignments will be evaluated accepted/failed.

Assessment criteria: level 5 (assessment scale 1–5)

Excellent (5): the learning task has followed the instructions given and the content of the reports is in line with the instructions given. The content of the reports shows...

The student has attended all of the contact lectures.

Lecture assignments will be evaluated accepted/failed.