Study Guide

Objective

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.

Content

• 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

Location and time

Rovaniemi, September - November 2023

Materials

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.

Teaching methods

Lectures, workshop, guest lectures

Employer connections

Cooperation with tourism organizations

Exam schedules

Week 44, to be confirmed later.

International connections

International group of students.

Content scheduling

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.

Evaluation scale

H-5

Assessment criteria, satisfactory (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.

Assessment criteria, good (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.

Assessment criteria, excellent (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.

Assessment methods and criteria

Individual assignment 50 % of the grade
Group assignment, project 50 % of the grade

Late return of the assignment may have a negative impact on grade.

Assessment criteria, fail (0)

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.

Assessment criteria, satisfactory (1-2)

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.

Assessment criteria, good (3-4)

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.

Assessment criteria, excellent (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.