Electronic Customer Services (5 cr)

Materials

Law, R., Buhalis, D., Cobanoglu, C. 2014. Progress on information and communication technologies in hospitality and tourism. International Journal of Contemporary Hospitality Management, 26, 5, 727-750.
Still, B. 2017. Fundamentals of user-centered design: A practical approach. Boca Raton, FL: CRC Press.
Tullis, T., Albert, B., Albert, W. & Tullis, T. 2008. Measuring the User Experience. Morgan Kaufmann.

Evaluation scale

0-5

Further information

Avoin amk 3

Employer connections

Visiting industry specialists (video lectures), alumni visitor (video lecture), project work for tourism companies.

Virtual portion

5

Student workload

Lectures 24 h
Independent studies and group work 111 h
Total 135 h Total (one credit equals 27 hours of student work)

Assessment criteria, satisfactory (1)

Assessment is based on learning objectives and is both qualitative and quantitative. Assessment is implemented by students (self-assessment), peers, and the teacher.

0 (Fail) You are unable to achieve the minimum objectives of the course.

1 (Sufficient) You can define the role of different e-services as part of the customer journey and digital customer experience. You give examples about business opportunities offered by e-services. You can explain the basics of user centred design. You demonstrate the evaluation of electronic services.

2 (Satisfactory) You define and explain the role of different e-services as part of the customer journey and digital customer experience. You give examples about business opportunities offered by e-services. You are able to propose development ideas. You demonstrate the basics of user centred design and evaluation of electronic services.

Assessment criteria, good (3)

3 (Good) You can compare the role of different e-services as part of the customer journey and digital customer experience. You propose development ideas by recognizing new business opportunities using e-services. You evaluate electronic services and apply the basics of user centred design.

4 (Very Good) You show analytical examination of electronic services as part of the customer journey and digital customer experience. You propose value adding development ideas by recognizing new business opportunities using e-services. You evaluate electronic services and apply the basics of user centred design.

RDI portion

1

Assessment criteria, excellent (5)

5 (Excellent) You show analytical examination of electronic services as part of the customer journey and digital customer experience. You propose innovative and value adding development ideas using e-services. You are able to critically evaluate electronic services and validate arguments by applying the basics of user centred design.

Content scheduling

Each assignment has a specific deadline throughout the course.

Teaching language

en

Teaching methods

This course is implemented online. Methods of teaching and learning used in the implementation:
- online lectures/ videos
- independent reading materials and information search
- versatile independent assignments (eg. quiz, usage diary, written text)
- group assignment

Required tools: fast Internet connection, computer, MS Office.

Location and time

Online lectures: zoom
Zoom links will be provided in the learning platform Optima.

Number of ECTS credits allocated

5

Qualifications

Basic knowledge in hospitality industry and service design.

Content

The principal contents of this course are (1) e-services and technologies as part of customer journey, (2) the basics of user-centred design, and (3) analytical evaluation of existing e-services.

Objective

The object of the course
Digitalisation is transforming the way we work and the way businesses interact with customers. After completing this course, you will have learned how digitalisation is transforming the hospitality industry. You will gain important skills needed in the digitalising industry as a business manager.

Course competences
MYHIN Innovation and Development Competence
MYHPA Competence in the Service Business

The learning objectives of the course
You understand the role of different e-services as part of the customer journey and digital customer experience. You recognize the opportunities offered by e-services for business in the sector you have opted to focus on. You have a basic knowledge of the user-centred design and evaluation of electronic services.