Tourism service systemsLaajuus (10 cr)

Objective

The student understands the importance of tourism industry services from the perspective of the operating environment. The student understands the content of the different elements in a service system:
• service, product and productisation
• service production system
• service culture
• quality of service
Furthermore, the student is able to apply this information in the analysis and operation of companies’ service systems:
• utilising technology in processes
• managing value generation by a hospitality, programme and event service system.
The student understands the significance of core and support processes for tourism companies in terms of performance and the quality of service and production operations. He/she can describe processes and their networks by using technology. He/she understands the principles of service design and can use basic service design tools.

Content

•service science
•service business
•hospitality, event and programme service business
•utilising customer-oriented competence
•service systems
•process competence and tools
•value generation in service systems and processes
•assessment and development of service quality
•basic service design tools.

Qualifications

The student understands the concepts related to service operations and has basic customer-oriented competence. He/she understands the principles of service business and the causal relationships of the factors that affect them. The student understands the basic principles and phenomena of the tourism industry and structures of the industry.

Assessment criteria, satisfactory (1)

1 (Adequate)
The student knows the concepts related to service systems and process thinking. The student recognises the different components of the service system and its core and support processes and can assess their quality from the perspective of customers. The student is able to describe the processes of tourism companies and identify service design tools. The student can assess the differences and similarities between programme, event and hospitality service systems.
2 (Satisfactory)
The student understands the concepts related to tourism companies’ service systems and process thinking. He/she recognises the different components of the service system and its core and support processes and can assess the quality of different components from the perspectives of the company and its customers. He/she can use service design tools. The student can describe processes using vision software.
The student can assess the differences and similarities between programme, event and hospitality service systems.
3 (Good)
The student has deep understanding of the concepts related to tourism companies’ service systems and process thinking. He/she can build service systems and describe core and support processes by using service design and process tools. He/she can analyse and develop the quality of service systems from the perspective of a company and its customers. The student can assess the differences and similarities between programme, event and hospitality service systems. He/she understands the significance of developing tourism services in terms of national economy.
4 (Very good)
The student has deep understanding of the concepts related to tourism companies’ service systems and process thinking. He/she can improve the value generation of service systems and the efficiency of core and support processes using service design and process tools. The student can assess the differences and similarities between programme, event and hospitality service systems. He/she understands the significance of services on the global tourism market.
5 (Excellent)
The student has deep understanding of the concepts related to tourism companies’ service systems and process thinking. He/she can develop innovative service systems and the related core and support processes that generate optimal value. He/she uses service design and process tools in a creative and efficient way. He/she understands the significance of digital content in service systems. The student can assess the differences and similarities between programme, event and hospitality service systems. He/she understands the significance of tourism services on the global tourism market.