•   Guest Experience Management EXP1RZ004-3009 12.02.2024-17.05.2024  9   (RZ21SH, ...) +-
    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
    Starting level and linkage with other courses
    Recommended to be studied after the course Experience economy in Hospitality and Tourism.
    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
    Assessment criteria
    Assessment criteria - grade 1
    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.
    Further information
    Industry visits, industry guest lectures and industry project.
    Campus

    Haaga Campus

    Teaching language

    English

    Timing

    12.02.2024 - 17.05.2024

    Enrollment

    02.01.2024 - 09.02.2024

    Groups
    • RZ21SH
    • RZ21ST
    • CONTACT
    • MALTA2024K
    • EXCH
    Teachers

    Jaana Laaksonen, Mona Eskola, Maija Niemelä

    Seats

    15 - 40

    Degree Programme

    HOTEM Degree Programme in Hospitality, Tourism and Experience Management

    R&D proportion

    0.00 cr

    Virtual proportion

    0.00 cr

    Evaluation scale

    H-5