{"id":857,"date":"2021-03-29T11:54:43","date_gmt":"2021-03-29T08:54:43","guid":{"rendered":"https:\/\/blogi.eoppimispalvelut.fi\/phenomenaofarcticnature\/?post_type=lesson&p=857"},"modified":"2023-08-15T09:13:42","modified_gmt":"2023-08-15T06:13:42","slug":"people","status":"publish","type":"lesson","link":"https:\/\/blogi.eoppimispalvelut.fi\/phenomenaofarcticnature\/lesson\/people\/","title":{"rendered":"People"},"content":{"rendered":"
\"Silent
Photo: Outi K\u00e4hk\u00f6nen<\/figcaption><\/figure>\n


In this lesson, you learn to recognize the various roles of people in creating the customer experience.<\/p>\n

[pdf-embedder url=”https:\/\/blogi.eoppimispalvelut.fi\/phenomenaofarcticnature\/files\/2022\/04\/People.pdf”]<\/p>\n

The pyramid below (translated from Heikkinen 2019, 48) from Visit Finland\u2019s guide on Finnish luxury, describes \u201ca happy destination and a successful customer, owner and employee experience”, each of the experiences being equally important in creating top-quality experiences.<\/p>\n

\"Employee,<\/p>\n

In the customer journey map, all these encounters can be described. Learn more about it in the Customer journey lesson<\/a><\/span>.<\/p>\n

Also, the Service Product lesson further discusses the requirements of quality service production.<\/p>\n

Read more:<\/h2>\n

Kaihua, H., Kemi, J., Tapaninen, M. & V\u00e4h\u00e4kuopus, M. 2020. Positiivinen ty\u00f6ntekij\u00e4kokemus. https:\/\/www.lapinamk.fi\/news\/Opas-positiivisen-tyotekijakokemuksen-saavuttamiseksi-on-ilmestynyt\/fuu3sfdb\/d7d29893-afb4-4d55-9e17-3cefcff75f03<\/a>. (in Finnish)<\/p>\n

Hesling, J. H., Hartman, S. & Wielenga, B. 2019. Irresponsible Responsible Tourism. Journal of Tourism Futures Vol. 7, Issue 2. https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/JTF-10-2019-0118\/full\/html.<\/a><\/p>\n

Sources:<\/h2>\n

Freeman, R. & Glazer, K. 2021. Chapter 9. Customer Service. In Introduction to Tourism and Hospitality in BC. https:\/\/ecampusontario.pressbooks.pub\/introtourismbc\/chapter\/chapter-9-customer-service\/<\/a>.<\/p>\n

Heikkinen, V. A. 2019. Tavoitteena t\u00e4ydellinen ja huipputurvallinen matkavarmuus kaikessa. In Business Finland\/Visit Finland. Mit\u00e4 on suomalainen luksusmatkailu? \u00a0https:\/\/www.businessfinland.fi\/49aac3\/globalassets\/julkaisut\/visit-finland\/vfluksusmatkailuesite_final.pdf<\/a>.<\/p>\n

Kaihua, H., Kemi, J., Tapaninen, M. & V\u00e4h\u00e4kuopus, M. 2020. Positiivinen ty\u00f6ntekij\u00e4kokemus. https:\/\/www.lapinamk.fi\/news\/Opas-positiivisen-tyotekijakokemuksen-saavuttamiseksi-on-ilmestynyt\/fuu3sfdb\/d7d29893-afb4-4d55-9e17-3cefcff75f03<\/a>.<\/p>\n

Plaskoff, J. 2017. Employee Experience: The New Human Resource Management Approach. Strategic HR Review Vol. 16 No. 3, 136\u2013141. https:\/\/doi.org\/10.1108\/SHR-12-2016-0108<\/a>.<\/p>\n

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