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Managing Experiences

Managing Experiences

Code: EXP1RZ002
Scope: 9 ects (243 hours)
Timing: 2nd academic year
Language: English
Level: Professional studies
Type: Compulsory

Learning objectives
On completion of the course, the student is able to
• know key concepts underpinning the management of experience
• familiar with guests, contexts, the experience provider and providing insights
• explain and map Experience concepts; make concepts tangible
• provide guidelines and plans for implementation of Experiences
• develop and apply experience management frameworks to a real case

Contents
• Experience fundamentals
• Managing experience frameworks/modules
• Service-dominant logic and experience-dominant logic
• Servicescape and experiencescape
• Authenticity in Experiences
• Stories and transmedia storytelling
• Multiverse
• Experience quality
• Mass customization
• Understanding guests
• Scanning the environment
• Design thinking
• The future of managing Experiences

Starting level and linkage with other courses
No previous studies needed and no binding connections to other courses.

Assessment
The course is evaluated on a scale excellent (5), very good (4), good (3), satisfactory (2), fair (1), fail (0). The assessment criteria is presented on a scale 1 - 3 - 5.

Grade 1
The student can interpret key concepts underpinning the management of experience. S/he can identify guests, contexts, the experience provider and providing insights. S/he can explain and map the experience concepts and sufficiently make concepts tangible. S/he can sufficiently provide guidelines and plans for implementation of experiences. S/he can sufficiently develop and apply experience management frameworks to a real case. S/he is sufficiently able to evaluate own/peer performance within the Experience project context.

Grade 3
The student can interpret key concepts underpinning the management of experience. S/he can identify guests, contexts, the experience provider and providing insights. S/he can explain and map well the experience concepts and make concepts tangible. S/he can provide guidelines and plans for implementation of experiences. S/he can develop and apply experience management frameworks to a real case. S/he is able to evaluate own/peer performance within the Experience project context.

Grade 5
The student can very well interpret key concepts underpinning the management of experience. S/he can outstandingly identify guests, contexts, the experience provider and providing insights. S/he can critically explain and map the experience concepts and make concepts tangible. S/he can very well provide guidelines and plans for implementation of experiences. S/he can critically develop and apply experience management frameworks to a real case. S/he is very much able to evaluate own/peer performance within the Experience project context.

Working life connections
The course involves a project work commissioned by an external company.

Internationality
In this course learning activities include a global perspective and internationally recognized resources and concepts are applied.

Learning methods
The learning goals of this course can be reached in the following ways:

a. Lectures and related assignments as full-time studies
b. Participation in a working life project
c. Exam and/or learning assignment(s)

Assessing one’s own learning is a compulsory part of the course.

Teachers responsible
Mr Pekka Lampi, Haaga
Ms Violeta Salonen, Haaga