On successful completion of this course, the student:
- cultivates culture and climate of trust
- can take aesthetic and ethical leadership perspective into account when building services
- can proactively develop relationships and trust
- is able to work in diverse and cross-cultural environment
Contents
The course addresses the following topics:
Service Profit Chain
Organisational culture, service culture and service climate
Values, norms, rituals, myths and stories
Service interaction and service work
Enhancing e.g. trust and respect
Cultural diversity and culture of inclusion
Management and Leadership
Execution methods
Lectures, group activities, observation, self-directed learning
The number of learning hours is divided as follows:
36-hours of contact teaching and directed learning
98-hours of self-directed
Assessing one´s own learning is a compulsory part of the course.
Learning materials
All material presented or produced during classes.
Fischer, M. 2012. Linkages between employee and customer perceptions in business-to-business services – towards positively deviant performances, pages 21 – 60 and 125 – 154. Aalto University publication series.
Schein, E. 2010. 4th. Ed. Organizational Culture and Leadership. Jossey-Bass Business. Chapters, 1 – 14, pages 1 – 258.
Starting level and linkage with other courses
Recommended to be studied after the course Understanding Human Behavior in Hospitality.
Assessment criteria
Assessment criteria - grade 1
The student describes some of the organizational culture approaches. S/he identifies cultural issues and their implications in the workplace.
Assessment criteria - grade 3
The student can demonstrate connections between organizational culture and service interaction. S/he can interpret some elements in organizational culture and understands the limitations of that approach. S/he can choose and construct suitable tactics for leadership in diverse and inclusive working communities. S/he recognizes ethical responsibilities of leadership.
Assessment criteria - grade 5
he student is able to compare different approaches to organizational cultures. S/he is able to point out different leadership approaches and their possible implications on culture and interaction. S/he can analyze the workplace context in order to support and enable fruitful service interaction.