Study Guide

Objective

After completion of the course the student is able to
- apply the principles and tools of the customer experience management and digital marketing in practical development work
- plan, implement and evaluate the project in co-creation with the multicultural team and working life

The aim of the course is also to develop student's project and business communication skills.

Content

- Implementing and applying the principles, concepts and tools of the customer experience management
- Implementung and applying the principles, concepts and tools of digital marketing
- Multicultural project work, project communication and business communication

Location and time

The precise schedule is discussed and confirmed with the students at the study unit kick-off. The schedule of teaching and coaching is found in Toodo.
All teaching and coaching are provided in the Zoom platform.

Materials

All study unit material is provided in Moodle to support the learning. The instructions for the study are in English. Teaching, coaching, and discussions are executed in Finnish. The project outputs are implemented in Finnish

Teaching methods

This is a learning project that is integrated into a tourism-related context of a real organization.
This is a student learning project that is implemented in tourism. A group project is undertaken by 3-5 students in each group. Each group’s task is to observe, collect, evaluate, analyze, and make a short conclusion about the digital hospitality of specific tourism-related content. The project phases are described in the project assignment found in Moodle.
The student collaborates with the learning project group members actively and shows responsibility for the actions.
The learning project management structure includes discussing and deciding on the roles, each individual motivation for the study unit, and the hours to use for the project each week.
The learning project group defines responsibilities (tasks, contents, knowledge, etc.) to each member that are based on the individual capabilities (scheduling, hours to use each week, etc.) to support the increase of competence in the context of the learning project.
The project groups present the phases of their project actions in teaching and coaching sessions live in Zoom weekly.
The learning project group appoints a project manager who is the primary contact person for the teachers and the commissioner.

Employer connections

The learning project is integrated into tourism-related working life.

Exam schedules

The evaluation is based on the learning project outputs and the phases in them. There is no exam in this study unit.

Completion alternatives

There is a possibility that the student implements the learning project in their work. In this case, the implemented project process follows the guidelines of the learning project instructions.

Content scheduling

The learning project is divided into several phases to support students' learning. Teaching and coaching support each phase.

Further information

The student needs to have digital marketing skills when entering this study unit project. In practice, this means that the student has participated in the Customer Experience Management in Tourism (CEMiT) 10 ECTS study or gained otherwise proper knowledge of 2023’s digital marketing competence.

Evaluation scale

H-5

Assessment methods and criteria

The learning project assessment is followed by the study unit's evaluation criteria.

Assessment criteria, fail (0)

Fail (0)
The student does not complete the assignments according to instructions or does not attend the learning situations at all. He/she does not pass the assignments given in the course.

Assessment criteria, satisfactory (1-2)

Poor (1)
The student is able to apply the principles, concepts, and tools of customer experience management only partly or not at all. The student has poor know-how in applying digital marketing principles, concepts, and tools. He/she seldom participates in the study process and shows very little or no analytical, reflective, and critical approach in his/her activities. The student has a poor command of the principles and practices of project work, project communication, and business communication. The assignments are not entirely performed according to the instructions.

Satisfactory (2)
The student is able to apply the principles, concepts, and tools of customer experience management only partly or not at all. The student has satisfactory know-how in applying digital marketing principles, concepts, and tools. He/she seldom participates in the study process and shows very little or no analytical, reflective, and critical approach in his/her activities. The student has a satisfactory command of the principles and practices of project work, project communication, and business communication. The assignments are not entirely performed according to the instructions.

Assessment criteria, good (3-4)

Good (3)
The student is able to apply the principles, concepts, and tools of customer experience management rather well. The student has rather good know-how in applying the principles, concepts, and tools of digital marketing. He/she participates in the study process and shows some analytical, reflective, and critical approaches in his/her activities. The student has a good command of the principles and practices of project work, project communication, and business communication. The assignments are mostly performed according to the instructions.

Very good (4)
The student is able to apply the principles, concepts, and tools of customer experience management quite well. The student has good know-how in applying digital marketing principles, concepts, and tools. He/she participates in the study process and shows some analytical, reflective, and critical approaches in his/her activities. The student has a good command of the principles and practices of project work, project communication, and business communication. All assignments are mostly performed according to the instructions.

Assessment criteria, excellent (5)

Excellent (5)
The student is able to apply the principles, concepts, and tools of customer experience management well. The student has good know-how in applying digital marketing principles, concepts, and tools. He/she actively participates in the study process and shows an analytical, reflective, and critical approach to his/her activities. The student has a good command of the principles and practices of project work, project communication, and business communication. The assignments are mostly performed according to the instructions.