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COURSE CONTENT

The aim of the course is to acquire increased knowledge and understanding of value creation processes through various methods with a focus on customer journeys. Knowledge that can be used to develop operations and contribute to increased competitiveness andÌýprofitabiIity.

The course offer theoretical knowledge about communication and practical communication tools. That knowledge and those tools are then related to the participantsÌýwork in order to enhance their understanding of how value can be created and increased among customers, clients, and other target groups. Based on theory and practice, as well as the participants own experiences, the course alternates three workshops with lectures. The themes of the workshops are observation and interview as methods, the customer journey as a tool, and value creation processes. After completing the course, you will have a better theoretical and practical understanding of value creation processes in relation to customers.

The course requires active participation in creating the course content through seminar discussions and other learning activities throughout the course. The course content is partly contributed by the students themselves and based on their experiences, questions, and challenges in the context of their own work. The course involves independent study, continuous reading, and active reflective participation.

Learning Outcomes

Upon completion of the course, you should be able to:

1. Campare and apply relevant theories of interpersonal communication
2. Use and assess data collection methods such as observation and interview
3. Explain and apply the customer journey model
4. Reflect upon the usefulness of value creation processes in theory and practice

FOR WHOM?

The course is aimed at working professionals who want to learn more about value-creating processes and customer journeys.Ìý

LECTURERS

• Sture Nöjd, Phd student in Psychology at CTF, Service Research Center at ¹û¶³´«Ã½.
• Pernille K Andersson,ÌýPhd in Psychology at CTF, Service Research Center at ¹û¶³´«Ã½.

EXAMINATION

Examination of the learning outcomes will be done through written and oral assignments, which you present and discuss at seminars.

ABOUT THE COURSE

The course is at an advanced level, given part-time and is designed to be combined with work. The course is web-based and conducted as a distance course. Ìý

PREREQUISITES

90 ECTS credits completed in social, behavioural, or natural science, including at least 30 ECTS credits at the G2F level or higher, at least 2 years of relevant work experience, and upper secondary level English 6 or A, or equivalent.