Asiakaskokemuksen muotoilu (5 op)

Arviointiasteikko

H-5

Sisällön jaksotus

The student gets familiar with different types of tourism products and the basics of customer experiences. In addition, he/she understands the concepts of services and meaningful experiences and is able to distinguish differences between services and meaningful experiences in tourism. The student is able to design different types of tourism services and meaningful experiences by utilising basic design tools.

More specific timetable to be announced later.

Tavoitteet

The student gets familiar with different types of tourism products and the basics of customer experiences. In addition, he/she understands the concepts of services and meaningful nature-based luxury experiences and is able to distinguish differences between services and meaningful experiences in tourism. The student is able to design different types of tourism services and meaningful experiences by utilising basic design tools.

Sisältö

• Versatile tourism products and related customer experiences
• Introduction to service and meaningful experience design
• Various models of services and meaningful experiences in tourism
• Meaningful nature-based luxury experiences
• Virtual experiences
• Development of Christmas tourism in Rovaniemi – the Hometown of Santa Claus
• Designing and implementing meaningful experiences (project)
• hospitality and hostmanship
• customers’ cultural background and multicultural communication
• design tools, such as customer persona and customer journey

Aika ja paikka

Rovaniemi, September - November 2023

Oppimateriaalit

Blomme, R. & Melissen, F. 2014. Hospitality experience: An introduction to hospitality management. Houten, The Netherlands: Noordhoff Uitgevers Groningen. Garcia-Rosell, J. C., Haanpää, M. & Janhunen, J. 2019. ‘Dig where you stand’: value-based co-creation through improvisation. Tourism Recreation Research. Jutila, S. M., Paloniemi, P. & Hakkarainen, M. J. 2017. Life in Lapland – Shareable Local Experiences. Proceedings of the Heritage, Tourism and Hospitality International Conference HTHIC 2017 September 27-29, 2017 Pori, Finland. Turku: Turun yliopisto, pp. 109-113 (Publication of Turku School of Economics, Pori Unit; Nro A55) Jernsand, E. M., Kraff, H. & Mossberg, L. (2015) Tourism Experience Innovation Through Design, Scandinavian Journal of Hospitality and Tourism, 15:sup1,98-119 Paloniemi, P. & Garcia-Rosell, J. C. 2021. Online experiences: A quick fix or a new opportunity for tourism innovation? Blogtext on shareabletourism.com Pine II, B.J. & Gilmore, J. H. 2013. The experience economy: past, present and future.

Opetusmenetelmät

Lectures, workshop, guest lectures

Harjoittelu- ja työelämäyhteistyö

Cooperation with tourism organizations

Tenttien ajankohdat ja uusintamahdollisuudet

Week 44, to be confirmed later.

Kansainvälisyys

International group of students.

Opiskelijan ajankäyttö ja kuormitus

133 hours of student work equals to 5 ECTS credits.

Arviointikriteerit, tyydyttävä (1)

Satisfactory (2)
The student has satisfactory knowledge of different types of tourism products and customer experiences. He/she knows somehow concepts of services and meaningful experiences. The student is able to design meaningful experiences by utilising some basic design tools on a satisfactory level. The assignments are completed but not always performed according to the instructions and deadlines.

Poor (1)
The student has vague knowledge of tourism products and customer experiences. He/she understands somehow concepts of services and meaningful experiences. The student is able to design meaningful experiences by utilising some basic design tools with guidance. The assignments are completed but not always performed according to the instructions and deadlines.

Fail (0)
The student does not complete the assignments according to the instructions or does not attend the learning situations enough or at all. He/she does not pass the assignments, tests and/or the exam as required.


These are the general assessment criteria. Please note that there might be more specific assessment criteria for learning assignments which will be given at the beginning of the study unit.

Arviointikriteerit, hyvä (3)

Very good (4)
The student has very good knowledge of different types of tourism products and customer experiences very well. In addition, he/she understands concepts of services and meaningful experiences well. The student is able to design meaningful experiences by utilising the basic design tools. All the assignments are performed according to the instructions and deadlines.

Good (3)
The student has good knowledge of different types of tourism products and customer experiences. In addition, he/she understands concepts of services and meaningful experiences. The student is able to design meaningful experiences by utilising the basic design tools. Most of the assignments are performed according to the instructions and deadlines.

Arviointikriteerit, kiitettävä (5)

Excellent (5)
The student has profound knowledge of different types of tourism products and customer experiences. In addition, he/she understands concepts of services and meaningful experiences very well. The student is able to design meaningful experiences successfully by utilising the basic design tools. All the assignments are performed according to the instructions and deadlines.