Guest Experience ManagementLaajuus (9 cr)

Learning objectives

Upon completion of the course, the student is able to
• Understand the guest experience process/journey
• Understand various dimensions of the guest experience
• understand methods to research the various dimensions of the guest experience
• Develop and execute guest experience research
• Apply and analyze guest experience research results to operational management

Contents

• Conceptualizing guest experiences
• Consuming or Experiencing tourisms; process
• The guest in the experience economy in HOTEM
• Guest experience expectations
• Guest motivations
• Sensory guest experiences
• Emotions and guest experience
• Guest experiences and satisfaction
• Memorable guest experience
• Creation of customer journey map
• Customer centricity management
• Guest experiences and authenticity
• The guest experience of tomorrow

Starting level and linkage with other courses

Recommended to be studied after the course Experience economy in Hospitality and Tourism.

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 part-time studies, full-time studies or intensive studies
b. Participation in a working life project or another project
c. 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 sufficiently understands guest experience conceptualization. S/he sufficiently understands the role of guests in the experience economy. The student sufficiently understands the various dimensions of guest experience – e.g. expectations, delight, memorable, self-digital representation, authentic, etc. S/he is sufficiently capable of writing and presenting a guest experience management research. The student is sufficiently capable of taking responsibility for development of other individuals as well as for assessment and development of his/her own competences.

Assessment criteria - grade 3

Grade 3
The student can interpret and understand guest experience conceptualization. S/he can identify the role of the guests in the experience economy. S/he can interpret various dimensions of guest experience and is capable of writing and presenting guest experience management research. S/he is capable of taking responsibility for development of other individuals as well as for assessment and development of his/her own competences.

Assessment criteria - grade 5

Grade 5
The student can draw conclusions on guest experience conceptualization. S/he can justify the role of the guests in the experience economy. S/he can analyze various dimensions of guest experience management and is outstandingly capable of writing and presenting guest experience management research. S/he is taking the lead for development of other individuals as well as for critical assessment and development of his/her own competences.

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

Material will be provided during the course.

Further information

Industry visits, industry guest lectures and industry project.