Scope: 5 ECTS
Timing: 2nd study year
Level: Professional studies
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.
The student describes some of the organizational culture approaches. S/he identifies cultural issues and their implications in the workplace.
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.
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
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.
Eija Kjelin, Haaga
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.