Customer-oriented Services in FutureLaajuus (5 cr)

Objective

The students recognise the possibilities provided by a dynamic business environment and the varying needs of different consumer groups to the service business. The participants are aware of the factors lying behind consumer behaviour and know how to collect information on the behaviour of consumers. They understand the significance of consumer jurisprudence from the perspective of the enterprise and the consumer. They can evaluate consumer communication and apply it efficiently.

Content

Consumer behavior and consumer information
Consumers in digital operating environment
Consumer legistlation
Social media and customer oriented communication

Qualifications

Bachelor's degree

Assessment criteria, satisfactory (1)

1 (Sufficient)
Students are aware of the analysis methods of changing environment to identify consumer needs and to know the factors affecting consumer behavior.

2 (Satisfactory)
Students are able to create analyzes of consumer behavior using the finished material and make plans for a service business according to their analysis.

3 (Good)
Students are able to analyze and evaluate the factors that affect consumer behavior, know how to present them on the basis of firm’s development needs, and are able to communicate development needs.

4 (Very good)
Students are able to critically analyze, evaluate and predict the firm's consumer behavior, and to change and develop the existing practices and to communicate their development suggestions internationally.

5 (Excellent)
Students are able to develop new, widely utilized practice in consumer relations, which is connected to a strategic level.