Learning objectives
Upon the completion of the course, the student
• is familiar with transportation and travel agency industries, their business environments, and understands their development as well as factors influencing them.
• is familiar with industry customers, products and services as well as their sales and marketing.
• is able to apply sales and marketing oriented approaches in customer service situations according to the policies of the business.
• is familiar with technological solutions used in the industry.
• recognizes industry job descriptions and required skills and competences.

Contents
• Operators and networks of transportation and travel agency industries
• Special features of the sales and marketing of transportation and travel agency industries
• Technological systems used in the industry
• Service encounter and customer experience

Learning methods
The learning goals of this course can be reached in the following ways:
a. Lectures and related assignments as full-time studies or intensive studies
b Exam and learning assignment (s)
Assessing one’s own learning is a compulsory part of the course.

Working life connections
Company visits and lectures and/or case-studies.

Internationality
Travel and tourism operations are viewed in the global context.

Starting level and linkage with other courses
Recommended to be studied after Johdanto matkailuun liiketoimintana OR Global and Local Perspective of Travel and Tourism.

Grade 1
The student names the operators of both businesses and describes their business environment. She/he lists the products and services of the service providers, as well as their sales and distribution channels. The student recognizes customer encounters. S/he is able to list the occupations, skills and competencies in transportation companies and travel agencies.

Grade 3
The student categorizes the operators, products and services of transportation companies and travel agencies. She/he is able to elaborate their business environment and networks. The student identifies and analyzes sales and distribution channels and other technological solutions in a company and in the industry. The student differentiates customer encounters and analyze them. She/he is able to define customer experience. The student can categorize the job descriptions of transportation companies and travel agencies, and required skills and competencies of them.

Grade 5
The student is able to assess the business environment of transportation companies and travel agencies. She/he is able to analyze sales and distribution channels and other technological solutions and give some developing ideas. The student differentiates customer encounters and analyze them. The student understands the meaning of customer experience in travel business.