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Managing Service Interaction

Managing Service Interaction

Code: LEA2RZ002
Scope: 5 ECTS
Timing: 2nd study year
Language: English
Level: Professional studies
Type: Elective

Learning objectives
On successful completion of this course, the student:

  • cultivates culture and climate of trust
  • can take aesthetic and ethical leadership perspective into account when building services
  • can proactively develop relationships and trust
  • is able to work in diverse and cross-cultural environment

The course addresses the following topics:

  • Service Profit Chain
  • Organisational culture, service culture and service climate
  • Values, norms, rituals, myths and stories
  • Service interaction and service work
  • Enhancing e.g. trust and respect
  • Cultural diversity and culture of inclusion
  • Management and Leadership

Starting level and linkage with other courses
Recommended to be studied after the course Understanding Human Behavior in Hospitality.

Students’ competencies will be assessed as follows:

  • Mid-term examination
  • Group assignment
  • Personal assignment

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 describes some of the organizational culture approaches. S/he identifies cultural issues and their implications in the workplace.

Grade 3
The student can demonstrate connections between organizational culture and service interaction. S/he can interpret some elements in organizational culture and understands the limitations of that approach. S/he can choose and construct suitable tactics for leadership in diverse and inclusive working communities. S/he recognizes ethical responsibilities of leadership.

Grade 5
The student is able to compare different approaches to organizational cultures. S/he is able to point out different leadership approaches and their possible implications on culture and interaction. S/he can analyze the workplace context in order to support and enable fruitful service interaction.

Working life connections
Possible guest lecturers and assignments for the industry

Learning methods
Lectures, group activities, observation, self-directed learning

The number of learning hours is divided as follows:
36-hours of contact teaching and directed learning
98-hours of self-directed

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

Teacher responsible
Eija Kjelin, Haaga

Course materials
All material presented or produced during classes.

Fischer, M. 2012. Linkages between employee and customer perceptions in business-to-business services – towards positively deviant performances, pages 21 – 60 and 125 – 154. Aalto University publication series.
Schein, E. 2010. 4th. Ed. Organizational Culture and Leadership. Jossey-Bass Business. Chapters, 1 – 14, pages 1 – 258.