Managing ExperiencesLaajuus (9 cr)

Learning objectives

On completion of the course, the student is able to
• know key concepts underpinning the management of experience
• familiar with guests, contexts, the experience provider and providing insights
• explain and map Experience concepts; make concepts tangible
• provide guidelines and plans for implementation of Experiences
• develop and apply experience management frameworks to a real case

Contents

• Experience fundamentals
• Managing experience frameworks/modules
• Service-dominant logic and experience-dominant logic
• Servicescape and experiencescape
• Authenticity in Experiences
• Stories and transmedia storytelling
• Multiverse
• Experience quality
• Mass customization
• Understanding guests
• Scanning the environment
• Design thinking
• The future of managing Experiences

Starting level and linkage with other courses

No previous studies needed and no binding connections to other courses.

Implementation methods, demonstration and Work&Study

The learning goals of this course can be reached in the following ways:

a. Lectures and related assignments as full-time studies
b. Participation in a working life project
c. Exam and/or learning assignment(s)

Assessing one’s own learning is a compulsory part of the course.

Assessment criteria - grade 1

When the implementation type of the course is CONTACT, ONLINE or BLENDED it is required that the student is present during those teaching hours that are marked in the study schedule. If you are absent more than 25 %, your grade will be lowered by one. If you are absent more than 50 %, the course is failed.

Grade 1
The student can interpret key concepts underpinning the management of experience. S/he can identify guests, contexts, the experience provider and providing insights. S/he can explain and map the experience concepts and sufficiently make concepts tangible. S/he can sufficiently provide guidelines and plans for implementation of experiences. S/he can sufficiently develop and apply experience management frameworks to a real case. S/he is sufficiently able to evaluate own/peer performance within the Experience project context.

Assessment criteria - grade 3

Grade 3
The student can interpret key concepts underpinning the management of experience. S/he can identify guests, contexts, the experience provider and providing insights. S/he can explain and map well the experience concepts and make concepts tangible. S/he can provide guidelines and plans for implementation of experiences. S/he can develop and apply experience management frameworks to a real case. S/he is able to evaluate own/peer performance within the Experience project context.

Assessment criteria - grade 5

Grade 5
The student can very well interpret key concepts underpinning the management of experience. S/he can outstandingly identify guests, contexts, the experience provider and providing insights. S/he can critically explain and map the experience concepts and make concepts tangible. S/he can very well provide guidelines and plans for implementation of experiences. S/he can critically develop and apply experience management frameworks to a real case. S/he is very much able to evaluate own/peer performance within the Experience project context.

Assessment criteria, approved/failed

The course is evaluated on a scale excellent (5), very good (4), good (3), satisfactory (2), fair (1), fail (0). The assessment criteria is presented on a scale 1 - 3 - 5.

Learning materials

All materials will be provided during the course.

Further information

In this course learning activities include a global perspective and internationally recognized resources and concepts are applied.