Study Guide

Objective

Upon completion of this course, the students is able to
- distinguish between strategic management and operational management decisions
- distinguish between leadership and management approach at company and destination level
- recognize the role of HR, use of technologies, competence development, and occupational wellness in tourism and hospitality industry
- explain the importance of soft skills in work community and customer contacts

Content

- Leadership and developing employee competencies and occupational wellness
- Adaptability, problem solving, conflict resolution and teamwork
- Standardized processes, service standards and technology in customer encounters

Materials

Dessler, Gary (2019). Human Resource Management, 16th edition, Harlow: Pearson Education.
OR
Dessler, Gary (2017). Human Resource Management, 15th edition, Harlow: Pearson Education. (available online in FINNA)

Johnston, Clark and Shulver. 2012. Service Operations Management. Improving Service Delivery. 4th edit. Pearson. e-book, available online in FINNA. Chapters:

And additional reading materials in Itslearning

Teaching methods

Flipped Learning, learning circles, case studies

Exam schedules

There is no exam for this course.

International connections

The student studies most of the concepts at home (individual assignments and team assignment). Important parts of the contact sessions are used to work on case studies.

Completion alternatives

Make sure to contact the teachers within August about it. To be agreed with the teachers before the course starts.

Student workload

Contact lessons: 25h
Studying reading materials ~ 30/50h
Working on assignments and peer reviews ~ 40-60h

Content scheduling

Strategic Management and HRM in Service Industries
Leadership versus management on operational level
Employees' competence development
Recruiting and Orientation of new employees
Use of Technology in Services Encounter

Further information

Attendance in class is compulsory as there are case studies and workshops in class.

Evaluation scale

H-5

Assessment methods and criteria

All the components (individual assignments, peer reviews…) of this course will be graded as follows:
Fail (0pts)
Pass / accepted (1pts)
Good (2pts)
Excellent (3pts)
Peer review: Narrow and limited (1 pts), Content commented well (2 pts).
Points maximum:
• 2 individual assignments: 6 points maximum
• 2 peers reviews: 4 points maximum
• 1 team assignment (Poster -presentation): 3 points maximum
The points translate as follow for the final grade:
• 12 - 13 points = grade 5
• 10 - 11 points = grade 4
• 8 - 9 points = grade 3
• 7 points = grade 2
• 6 points = grade 1
• 5 points and below = fail
OBS: The two individual assignments and the team assignment are compulsory to be able to pass the course. Missing a peer review is not disqualifying, it only affects negatively the final grade.

Assessment criteria, fail (0)

The student has demonstrated very limited knowledge and understanding of the main areas of the course. The student shows difficulties in applying his/her knowledge and understanding of the course content. The student demonstrates very little ability to gather and interpret relevant data to inform judgments that include reflection about what is asked for the assignments. The student has difficulties in communicating his/her ideas to others. Several parts of the text or presentation are unclear.

Assessment criteria, satisfactory (1-2)

The student has demonstrated limited knowledge and understanding of the main areas of the course. The student shows some difficulties in applying his/her knowledge and understanding of the course content. The student demonstrates little ability to gather and interpret relevant data to inform judgments that include reflection about what is asked for the assignments. The student has difficulties in communicating his/her ideas to others. Some parts of the text or presentation are unclear.

Assessment criteria, excellent (5)

The student has demonstrated very good knowledge and understanding of the main areas of the course. The student shows s/he can apply his/her knowledge and understanding of the course content. The student demonstrates very good ability to gather and interpret relevant data to inform judgments that include reflection about what is asked for the assignments. The student is able to communicate clearly his/her ideas to others in a professional way. Most of the text is clear and well written.