Curricula

Curriculum Table

Competences

Assessment Framework

General Information

Evaluation Criteria
0-5

Assessment Methods and Criteria
Not applicable

Planned Learning Activities and Teaching Methods
Book exam in electronic Exam environment in OAMK campuses.

Location and time
The student book a time for the exam in Exam environment. Exam period 22.8.2022-31.7.2023
Instructions for using electronic exam system can be found from https://it.oamk.fi/5330?lang=en)

Learning environments
Not applicable

Recommended or Required Reading
The questions are from following books.
1) Service Marketing - Grönroos C. (2007) Service management and marketing : customer management in service competition (or other edition) AND
2) Service Design - Stickdorn, M. and Schneider, J. (2011) This is service design thinking: basics - tools - cases

Further Information
There are altogether five questions in exam. Three questions are chosen from the following questions concerning service marketing (Grönroos - Service Management and Marketing):)
1) Consider customer service experience and service quality. What are the dimensions of perceived service quality? Use practical example to desribe how customer assess service quality. 
2) What is a relationship framework? How customer in relationship with the service provider perceive service quality? Why this framework is important from the perspective of a) service provider and b) customer? Use practical examples.
3) How to measure service quality? Choose the best model. Why do you prefer this model? What are the pros and cons of the model? Use practical examples.
4) What is the gap analysis model of service quality? In what kind of situations the service providers should apply the model? Give practical examples.
5) What could be the reasons underlying customer dissatisfaction? If the customer was dissatisfied with the service provider, what could the customer do? What is service recovery? Why it is important from the perspective of a) the service provider and b) the customer? Give practical examples. 
6) Why the relationship perspective has important role among the service providers? What are the relationship costs? How the service provider can estimate the customer profitability? Give practical examples. 
7) What is augmented service offering? Why has a service package to be further developed into an augmented service offering in order the service provider to be truly customer-oriented? Give practical examples.
8) All the companies are the service companies. What does this mean? What is the difference between full-time marketers and part-time marketers? Why are the latter especially important to marketing success in service competition? 
9) What are the overall objectives of internal marketing? How service culture can impact on the service provider's performance? How internal marketing can impact on the development of the service culture? Give practical examples. 
Two questions concern service design (Stickdorn, M. and Schneider, J. - This is service design thinking).
1) Give a definition of service design using your own words. What are the main elements of service design? In what kind of situations, companies should apply the service design and why? Give practical examples.
2) What is the service design process like? What are the phases of process? Give a detailed description of each phase. What are the most imporant phases within the process? Give practical examples. 

Completion Alternatives
Not applicable

Teacher(s)
Jaakko Sinisalo

Work Placement and Working Life Connections
Not applicable

Exam Schedule
Book a time for the book exam in Exam -environment. Exam period 22.8.2022-31.7.2023

International Connections
Not applicable

Student's Time Use and Workload
Not applicable

Learning Progress
Not applicable

Evaluation criteria accepted
Not applicable

Evaluation criteria failed
Not applicable