Cross-Cultural Issues in Service Development, 5 cr
Do you want to support and develop the intercultural communication skills of front-line personnel? This study will help you identify cultural issues in service development.
Course will be conducted online on Optima learning environment.
- Target audience: Master's degree students
- Application period: 8.–14.4.2019
- Date: 02.05.–31.08.2019
- Scope: 5 cr
- Location: Online
- Price: 75€ (alv 0%)
Planned learning activities and teaching methods
This is a virtual study unit starting in May and ending by August 31, 2019. There will be scheduled assignments during the summer, with a four weeks break in July. Online team work included.
Evaluation by the instructor and by peer evaluation.
Assignments 1, 4, 6 are graded pass/fail.
Assignments 2,3,5,7 are graded with the scale 0 - 5.
Ass. 2: 20 %
Ass. 3: 25 %
Ass. 5: 20 %
Ass. 7: 35 % of the final grade.
All assignments need to be returned in order to pass the course.
A team/pair grade is the same for all team/pair members.
Satisfactory (1-2) The student is able to - carry out international communication at work and in developing operations. - manage customer-oriented operations in a multicultural environment. - apply professional concepts. - integrate some theoretical and practical learnings in the project work. - participate during the whole course. - displays understanding of the subject area, arguments for statements and opinions and uses at least a few sources. - returns all assignments on time.
Good (3-4) The student is able to - take into account effects and opportunities of internationalisation of the service field. - manage and develop customer-oriented operations in a multicultural environment. - apply professional concepts systematically. - integrate well the theoretical and practical learnings in the project work. - be active and give input during the whole course. - display overall understanding and deepening in the subject area, arguments for all statements and opinions and uses sources widely. - conduct the assignments carefully and pay attention to details.
Excellent (5) The student is able to - anticipate the effects and opportunities of internationalisation of the service field. - manage and reform customer-oriented operations in a multicultural environment. - apply professional concepts expertly. - integrate systematically the theoretical and practical learnings in the project work. - give proactive and innovative input during the whole course. - display thorough knowledge and deepening in the subject area, arguments soundly for all statements and opinions and uses sources skillfully. - conduct the assignments meticulously and pay attention to all details.
Assignments due on:
Team work with a student group from Upper Austria University of Applied Sciences (during May-June).
- Basics of cultural studies
- Intercultural communication
- Multicultural teams, cultural frameworks
- Culture's role in services
- Cultural competence in service development
- Service research and development task
Learning outcomes of the course
The student is able to
- - identify and deeply understand cross-cultural issues related to service development
- manage multicultural teams and projects
- support and develop frontline personnel's intercultural communication competences
- involve diverse customers in the service design processes
This study unit is for Master Degree students only. Guidance will take place in Optima learning environment.
- Language: english
- Seats: 20-30
Bachelors's degree path studies
Laurea offers path study places only in degree programmes in Finnish.
Courses and enrolment
Students of Open University of Applied Sciences study together with degree students. Each term students can choose from a variety of interesting and useful studies.