Asiakaskokemuksen muotoiluLaajuus (5 op)
Tunnus: R801DL41OJ
Laajuus
5 op
Opetuskieli
- englanti
Vastuuhenkilö
- Anu Harju-Myllyaho
Osaamistavoitteet
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
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.
Ilmoittautumisaika
13.03.2023 - 25.09.2023
Ajoitus
11.09.2023 - 03.11.2023
Laajuus
5 op
Virtuaaliosuus (op)
1 op
T&K-osuus
3 op
Toteutustapa
80 % Lähiopetus, 20 % Etäopetus
Yksikkö
Restonomikoulutus
Opetuskielet
- Englanti
Paikat
0 - 50
Tutkinto-ohjelma
- Tourism
Opettaja
- Petra Paloniemi
- Jenny Kilpeläinen
Vastuuhenkilö
Petra Paloniemi
Opiskelijaryhmät
-
R81D23STourism, Rovaniemi autumn 2023
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
Rovaniemi, September - November 2023
Oppimateriaalit
Blomme, R. & Melissen, F. 2014. Hospitality experience: An introduction to hospitality management. Houten, The Netherlands: Noordhoff Uitgevers Groningen. Garcia-Rosell, J. C., Haanpää, M. & Janhunen, J. 2019. ‘Dig where you stand’: value-based co-creation through improvisation. Tourism Recreation Research. Jutila, S. M., Paloniemi, P. & Hakkarainen, M. J. 2017. Life in Lapland – Shareable Local Experiences. Proceedings of the Heritage, Tourism and Hospitality International Conference HTHIC 2017 September 27-29, 2017 Pori, Finland. Turku: Turun yliopisto, pp. 109-113 (Publication of Turku School of Economics, Pori Unit; Nro A55) Jernsand, E. M., Kraff, H. & Mossberg, L. (2015) Tourism Experience Innovation Through Design, Scandinavian Journal of Hospitality and Tourism, 15:sup1,98-119 Paloniemi, P. & Garcia-Rosell, J. C. 2021. Online experiences: A quick fix or a new opportunity for tourism innovation? Blogtext on shareabletourism.com Pine II, B.J. & Gilmore, J. H. 2013. The experience economy: past, present and future.
Opetusmenetelmät
Lectures, workshop, guest lectures
Harjoittelu- ja työelämäyhteistyö
Cooperation with tourism organizations
Tenttien ajankohdat ja uusintamahdollisuudet
Week 44, to be confirmed later.
Kansainvälisyys
International group of students.
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
Individual Assignment 50 % of the grade
Group assignment, project 50 % of the grade
Late return of the assignment may have a negative impact on grade.
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.
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 Kilpeläinen
- Petra Paloniemi
Vastuuhenkilö
Petra Paloniemi
Opiskelijaryhmät
-
R81D22STourism, 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.
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.