Customer Competence in Aviation Business 1 (5 cr)

Evaluation scale

H-5

Schedule

Every Wednesday until week 11 at 12.15-15.30
From week 13 classes are on Thursday at 8.15-11.30

Implementation methods, demonstration and Work&Study

All competences are implemented in learning activities jointly with other modules. The methods used in the learning activities are e.g.:
Inquiry learning
Peer-to-peer learning
Tutorials
Study tours and company visits when possible
Lectures and workshops
Independent study and teamwork

If students have acquired the required competence in previous work tasks, recreational activities, or in other studies, they can show the competence with a demonstration and progress faster through their studies. Please contact the Study counselor about Prior Learning issues.

Materials

Books:
Baines, P., Rosengren, S., Antonetti, P., & Whitehouse, S. 2021. Fundamentals of marketing. Oxford University Press.
Tiffany, J. 2021. Marketing strategy: Overcome common pitfalls and create effective marketing. KOGAN PAGE.
Bull, R. C. 2010. Moving from project management to project leadership: A practical guide to leading groups. CRC Press.
Buttle, F. & Maklan, S. 2019. Customer relationships management. Concepts and Technologies. 4th edition. Routledge.

Additional recommended Audiobooks:
Blake, M. 2021. The Customer for the Future
Konnor, A. 2020. Customer Success

Other materials provided during the Semester according the subject at hand

Teaching methods and instruction

Teaching and learning primarily takes place within the inquiry methods. The module has no prerequisites. This module is linked with all the level 1 modules in Aviation Business Studies 2022.
Content of this course is:
- Customer understanding in Aviation environment with the help of analysis and learning Customer Journey stages
- Customer needs and expectations
Consumer behavior; such as getting to know customer buying and decision-making patterns.
- Customer relationship management
- Learning the soft Customer service Skills in Aviation business

Working life connections

Module is planned to be connected to business life through real life projects, cases and guest lectures from business life. Corona situation may effect on that during this Semester.

Exam dates and re-exam possibilities

No exam

Assessment is based on:
Individual activity and assignment 50%
Group work and Business Idea Competition (BIC) Project 50%

Internationality

We have a joint class with International Students, IBBA. As well as some International learning materials is provided during the Semester.

Completion alternatives

Online, hybrid and contact teaching
Recognition of prior learning - demonstration

Learning assignments

Business Idea Competition (BIC)
Individual Assignment about Customer understanding in Aviation Business

Other assignment (individual, pair and group) during the lessons

Assessment methods

50% from individual work and activity
50% from BIC project work (+ peer assessment)

Assignments that are failed/passed
Assignments that are graded from 1-5