Learning objectives
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.
Starting level and linkage with other courses
Recommended to be studied after the course Understanding Human Behavior in Hospitality.
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.
Haaga Campus
English
27.03.2023 - 19.05.2023
Assignment 1 Individual Weekly Assignment (30% of grade) Introduced and discussed during each Thursday session A discursive, maximum 150-word summary of the analyzed topic (= each week’s topic) All weekly assignments have the same structure and the same deadlines: Following Mondays at midnight You can attach one diagram/model/drawing to each submission Your weekly summary should utilize the provided additional reading material alongside the lecture slides and discussion notes. Assignment 2 Chatbot (group assignment, 70% of grade) Your task as assignment 2 is to design a chatbot to manage its most routine internal and/or external service interactions Your chatbot should embody company´s core values and rituals, promote stakeholder satisfaction, foster inclusiveness and build trust Your deliverable has three parts: 1) Value proposition 2) UX/UI Design Brief 3) Example Decision Tree Report target length: 3000 words (excluding references/appendices)
02.01.2023 - 24.03.2023
Hanna Rinne, Nina Vallin
15 - 40
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.
HOTEM Degree Programme in Hospitality, Tourism and Experience Management
0.00 cr
0.00 cr
H-5