Service Business (5 cr)

Materials

Hudson, S. & Hudson, L. 2017. Customer service for hospitality and tourism. Oxford, UK : Goodfellow Publishers Ltd. (e-book available)
Johnston, R. Clark, G. Shulver M. 2021. Service operations management : improving service delivery. Pearson Education. 5th edition. (e-book available)

Evaluation scale

0-5

International connections

International case examples from the field

Completion alternatives

You have the right to apply for recognition of your studies if you have prior learning (e.g. university studies completed elsewhere) that can be accredited towards the degree you are currently completing.

The recognition of prior learning is possible in three primary ways: accreditation (replacement or inclusion), recognition of informal learning and studification. More precise info: JAMK Degree Regulations, section 17.

Further information

Open UAS: 15 (included in the total capacity)
Exchange students: 5

You must confirm your attendance on this course by completing the orientation assignment by the given deadline.
Usage of Artificial Intelligence in your learning assignments must follow Jamk guidelines and ethical principles.

Course assessment is based on the learning objectives and assessment criteria.
Self and peer assessment included.

Employer connections

Guest speakers/company visits
Case examples

Student workload

One credit corresponds to an average of 27 hours of work, which means that the load of five credits is approximately 135 hours.
Lectures and guidance 40 hrs
Individual and group assignments 55 h
Exam and studying of literature 40 h

Assessment criteria, satisfactory (1)

1 (Sufficient)
You identify the role of services in society. You understand basic definitions of services and business functions. You understand how to apply hospitality in service operations. You take responsibility for your own actions and take others into account. Working within given deadlines requires development.

2 (Satisfactory)
You can define the role of services in society. You can explain multiple definitions of services and business functions. You can apply hospitality in service operations. You take responsibility for your own actions and share your learning with others. Working within given deadlines requires improvement.

Assessment criteria, good (3)

3 (Good)
You can explain the role of services in society. You can demonstrate multiple perspectives in services and business functions. You can analyze hospitality in service operations. You take responsibility for your own actions and share your learning with others.You are able to work within given deadlines.

4 (Very Good)
You can analyze the role of services in society. You can evaluate multiple perspectives in services and business functions. You can analyze hospitality in service operations. You take responsibility for your own actions and share your learning with others. You work responsibly within given deadlines.

Assessment criteria, excellent (5)

5 (Excellent)
You can evaluate the role of services in society. You can criticize multiple perspectives in services and business functions. You can develop hospitality in service operations. You take responsibility for your own actions, share your learning with others and critically reflect what you have learned. You work responsibly within given deadlines.

Exam schedules

Exam
Two retake options, if the exam is failed

Teaching language

en

Teaching methods

Face-to-face implementation, including:
- lectures and guidance
- independent studies, information retrieval and reading
- individual and group assignments

Number of ECTS credits allocated

5

Qualifications

-

Content

- Services in society
- Service economy
- Basic theories and definitions of services
- Major business functions and basic definitions of a service company
- Business orientation
- Hospitality

Objective

This course examines the role of the service economy in society, covering foundational definitions of services. You will learn the key business functions and adapt a business-oriented mindset for successful service business. You understand the importance of hospitality as part of customer interaction in services.

Competences
Learning to learn, Operating in workplace, Tourism business competence

Learning objectives
You understand the role of services in society. You learn the key business functions in a service company. You understand the definitions of services and business orientation in hospitality and tourism industry. You can apply hospitality mindset in service operations.