Electronic Customer Services, 5 Cr

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Date
    26.10.2020 - 18.12.2020
Last enrolment date
    27.09.2020
Place
    Rajakatu 35, Jyväskylä, Finland
Prerequisites
    Basic knowledge in hospitality industry and service design.
Goal
    The object of the course
Digitalisation is transforming the way we work and the way businesses interact with customers. After completing this course, you will have learned how digitalisation is transforming the hospitality industry. You will gain important skills needed in the digitalising industry as a business manager.

Course competences
MYHIN Innovation and Development Competence
MYHPA Competence in the Service Business

The learning objectives of the course
You understand the role of different e-services as part of the customer journey and digital customer experience. You recognize the opportunities offered by e-services for business in the sector you have opted to focus on. You have a basic knowledge of the user-centred design and evaluation of electronic services.
Contents
    The principal contents of this course are (1) e-services and technologies as part of customer journey, (2) the basics of user-centred design, and (3) analytical evaluation of existing e-services.
Accomplishment
    Lectures, videos, independent reading materials and information search, discussions, project work, verbal presentation, other independent assignments (quiz, usage diary, written text).
Literature
    Law, R., Buhalis, D., Cobanoglu, C. 2014. Progress on information and communication technologies in hospitality and tourism. International Journal of Contemporary Hospitality Management, 26, 5, 727-750.
Still, B. 2017. Fundamentals of user-centered design: A practical approach. Boca Raton, FL: CRC Press.
Tullis, T., Albert, B., Albert, W. & Tullis, T. 2008. Measuring the User Experience. Morgan Kaufmann.
Price
    75 €
The studies is free-of-charge for unemployed job seekers and asylum seekers
Further Information
    avoinamk@jamk.fi
Other info
    Contact lessons in Rajakatu, Jyväskylä, Finland:
28.10.2020 09.45 - 12.15
29.10.2020 16.00 - 18.30
04.11.2020 09.45 - 12.15
05.11.2020 16.00 - 18.30
11.11.2020 09.45 - 12.15
12.11.2020 16.00 - 18.30
18.11.2020 09.45 - 12.15
19.11.2020 16.00 - 18.30
25.11.2020 09.45 - 12.15
26.11.2020 16.00 - 18.30
02.12.2020 09.45 - 12.15
03.12.2020 16.00 - 18.30
09.12.2020 09.45 - 12.15
10.12.2020 16.00 - 18.30

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