Experience Management (5 cr)

Evaluation scale

H-5

Content scheduling

After completing the course the student can:

* distinguish the differences between businesses representing basic hospitality services and those providing services based on experience economy
* apply the theories of experience economy in context of wellness services
* identify experience and wellness tourism trends and the impacts of wellness at customer, company and destination level

Contents:

1) Models of experience management
2) Wellness services as experiences
3) Experience and wellness tourism trends and forecasts

Timings, Spring 2020 (subject to change)

Susanna Saari (SS), Telle Tuominen (TT) & Juulia Räikkönen (JR)

Reading assigment: Pine & Gilmore via email to all course participants
27.1. at 08.30hrs - 10.00 hrs at Turku University/School of Economics Campus; Rehtorinpellonkatu 3, "Lähi-Tapiola hall" (JR & SS, key note lecture 1)
27.1. at 10.30hrs - 13.00hrs at TUAS, B309 (SS, Syllabus of the course, practical issues)
3.2. at 08.30hrs - 10.00 hrs at Turku University/School of Economics Campus; Rehtorinpellonkatu 3, "Lähi-Tapiola hall" (JR & SS, key note lecture 2)
3.2. at 10.30 hrs- 13.00hrs at TUAS, B309 (TT, 1st assignment in pairs from TUAS)
10.2. at 09.15hrs - 12.00hrs at TUAS, Auditorium Lemminkäinen (SS key note, TT assignment coaching)
24.2. at 09.15hrs - 12.00hrs at TUAS, B314 (SS , industry visitor) and from 12.30hrs until 16.00 independent work at B314
2.3. at 09.15hrs - 12.00hrs at TUAS (SS) B314 and from 12.30hrs until 16.00 independent work at B314
9.3. at 09.15hrs - 12.00hrs at TUAS (TT, 1st assignment presentations) B314
16.3. at 09.15hrs - 12.00hrs at TUAS (SS giving the 2nd assignment and key note on information search), B314 and from 12.30hrs until 16.00 independent work at B314
23.3. at 09.15hrs - 12.00hrs at TUAS (working on 2nd assignment, SS present to tutor) B314 and from 12.30hrs until 16.00 independent work at B314
30.3 at 09.15hrs - 16.00 International week, guest lecturers where applicable
6.4. at 09.15hrs - 12.00hrs at TUAS, B314 (working on 2nd assignment, SS present to tutor) and from 12.30hrs until 16.00 independent work at B314
20.4.at 09.15hrs - 12.00hrs at TUAS (SS & TT, 3rd assignment presentations) and reflection from 12.30hrs until 16.00 at B314
27.4. at 09.15hrs - 12.00hrs study trip to Kakola (meeting point at "Funikulaari" station at Linnankatu!)

Objective

After completing the course the student is able to
- distinguish the differences between businesses representing basic hospitality services and those providing services based on experience economy
- apply the theories of experience economy in context of wellness services
- identify trends and the impacts of wellness at customer, company and destination level.

Content

- Models of experience management
- Wellness services as experiences
- Wellness trends and forecasts

Materials

All materials are listed and available as PDF at Optima.
In addition at assignment #2 the students are requested to find relevant academic materials using FINNA library services.

List of journal articles used:
The experience economy: past, present, future
Memorable tourism experiences: antecedents and outcomes
Managing the innovation legitimacy of the sharing economy
Experience management as an innovative approach in emerging Mediterranean destinations
A model of perceived image, memorable tourism experiences and revisit intention
Exploring the essence of memorable tourism experiences for service and experience
Experience economy in hospitality and tourism: Gain and loss values for service and experience

Teaching methods

Key lectures, pair work, independent research/writing work, industry visit/visitors.

Exam schedules

Not applicable

Pedagogic approaches and sustainable development

Teaching at TUAS is based on #Innopeda, a learning method developed at TUAS. It is based on experimenting, sharing know-how and combining different approaches. With Innopeda we connect teaching, research and development activities, internationality, and cooperation with working life. Read more at: https://messi.turkuamk.fi/english/Studying/studying-at-turku-uas/Pages/Innovation-pedagogy.aspx

Completion alternatives

Not applicable

Student workload

Assignments 1, 2 and 3 as explained at Optima. The first one is done in pairs and the second and third ones are individual. In addition there are smaller reading tasks during the contacts.

5 credits = 135hrs of student work
Contact hours: 43hrs
Independent, group and online work 92hrs

Evaluation methods and criteria

Reading tasks on appointed materials as well as active participation at reflection in the class passed/failed
Assignment #1 contribution to the overall mark is 15% and assessed 1 - 5 / failed
Assignment #2 contribution to the overall mark is 70% and assessed 1 - 5 / failed
Assignment #3 contribution to the overall mark is 15% and assessed 1 - 5 / failed
Final reflection with self and peer review.

In addition Assignment #2 uses the following criteria on the study paper:
* Factual contents correct and coverage adequate
* Analytic and problem-based handling of the topic
* Composition and expression of the report
* The text indicates personal understanding of facts discussed
* The paper gives a clear over-all picture of the topic
* Correct use of TUAS instructions (e.g. use of references)

Failed (0)

Poor participation of less than 75% of the contacts and very poor participation into pair work and/or failing the individual assignment

Assessment criteria, satisfactory (1-2)

See above how the mark is composed. The final mark is an average based on:
Assignment #1 contribution to the overall mark is 15% and assessed 1 - 5 / failed
Assignment #2 contribution to the overall mark is 70% and assessed 1 - 5 / failed
Assignment #3 contribution to the overall mark is 15% and assessed 1 - 5 / failed

Assessment criteria, good (3-4)

See above how the mark is composed. The final mark is an average based on:
Assignment #1 contribution to the overall mark is 15% and assessed 1 - 5 / failed
Assignment #2 contribution to the overall mark is 70% and assessed 1 - 5 / failed
Assignment #3 contribution to the overall mark is 15% and assessed 1 - 5 / failed

Assessment criteria, excellent (5)

See above how the mark is composed. The final mark is an average based on:
Assignment #1 contribution to the overall mark is 15% and assessed 1 - 5 / failed
Assignment #2 contribution to the overall mark is 70% and assessed 1 - 5 / failed
Assignment #3 contribution to the overall mark is 15% and assessed 1 - 5 / failed