Service Culture (E0030), 10 cr

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 Study unit                            Service Culture (E0030), 10.0
 Implementation                        MTE1012: 1/2010-2011 (30.08.2010 - 20.12.2010)
 Type                                  SERVICE CULTURE (E012)
 Groups                                Primary: MTE10SN Others :
 Involved in the project
 Lecturers
 Number of participants                Minimum: Maximum:
 Enrolment period                      24.05.2010 08:00 - 06.06.2010
 Main timing for implementation
 Applicabililty                        For exchange students: Yes For elective studies: No Open UAS student:
                                       No Suitable for virtual UAS: No

 Teachers                              Rinne Tarja (Teacher in charge), Kuosmanen Leena (Other teacher)
 Campus                                Laurea Kerava
 Main location for implementation
 Implementation method                 Other method of implementation Language: English Virtuality: 0 cr Integration of
                                       R&D: 5 cr
 Implementation class
 Focus areas
 Evaluation at the latest              20.01.2011 Storing of graded material ends.: 20.12.2011
 Exam days

 Having completed the study unit the   Students will be able to:
 student is able to
                                       - identify different approaches to customer service

                                       - understand, interpret and use basic tourism terminology

                                       - analyse the scope of tourism industry and its historical development

                                       - learn about service business environment in practice

                                       - acknowledge cultural differences in service creation and delivery

                                       - interact professionally in different settings and situations
 Previous studies
 Contents                               1. Customer Service:
                                       -     Role of customers and service providers in creating and delivering a service
                                       -     Different service cultures
                                       -     Orientation to working life
                                       2. Basics of Tourism
                                       -     Scope of tourism industry, stakeholders
                                       -     The history of tourism
                                       -     Tourism services, main concepts within tourism
                                       -     Consumer behaviour
                                       3. Professional communications
                                       -     Basics of critical thinking and analysis
                                       -     Presentation skills
                                       -     Basic business communications
 Other arrangements                    Weekly schedule, course requirements and assessment will be provided in detail during
                                       the introduction lecture.First lecture (introduction to the study unit) is compulsory to


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