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Purpose

The purpose of the course is to increase the awareness and understanding of cultural aspects and their substantial impact on international customer service as well as to develop sensitivity to cultural differences.

 Content

Customer target markets and their cultures; customers’ cultural differences related to values, beliefs, language, religion; cultural dimensions in different cultural theories; successful intercultural communication in customer service; value creation in customer journeys; high quality customer service as a competitive advantage in tourism business

 Competence

Student

• recognizes and compares one’s own culture to other cultures
• identifies the effects of cultural diversity on international customer service
• understands the customers’ value creation process on the basis of cultural knowledge
• designs and develops services increasing international customer satisfaction
• implements high-level service by taking into consideration the customers’ cultural origin

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Contact information

Satakunta University of Applied Sciences
Tiina Garcia, tiina.garcia@samk.fi

Schedule
15.10.2018-14.12.2018

Application period
1.3.2018-10.9.2018