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Digital Tools in Service Competence Development — Case: Learning Verbal Judo Digitally

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Journal of Service Science Research

Abstract

This exploratory paper focuses on the use of digital tools in service competence development. A digital training package about verbal judo (VJ) was tested using the diary method as 24 undergraduate students were asked to evaluate a VJ digital training package. The training package was created by Mielenrauha Ltd., which is an established company that specializes in security and conflict management training both in Finland and abroad. Overall, the respondents perceived the digital training package format as positive. Its ease of use and freedom from time and space were seen as positive elements that fit well with the general turbulence and lack of time in our society. The respondents were especially appreciative of the video elements, which received the most positive comments out of all the content elements. The respondents also considered it important to receive personalized feedback about their learning outcomes. Therefore, it would be extremely valuable to be able to include participants’ own experiences in the training framework, although this kind of personalization is technically challenging. The general outcome of the study indicates clearly that digital training packages are rapidly gaining in popularity. Therefore, more research in this area is needed.

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Correspondence to Marko Mäki.

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Marko Mäki Lic. Sc. (Econ.) is currently working as a Principal Lecturer in marketing and service development at Haaga-Helia University of Applied Sciences in Finland. His main areas of expertise and research interests are service design, service concept and process development, and servicescape development issues in service management, digital channel, and e-commerce development. Marko Mäki has published several articles and conference papers on marketing and service management themes.

Teemu Kokko, Ph.D. (Econ.), Adjunct Professor, is the President at Haaga-Helia University of Applied Sciences. He is and ad hoc columnist for two hospitality industry magazines and a regular guest speaker at seminars and conferences. He has also been a visiting lecturer at several universities both abroad and in Finland. Mr Kokko’s major research interests relate to offering development, service design, and general business development.

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Mäki, M., Kokko, T. Digital Tools in Service Competence Development — Case: Learning Verbal Judo Digitally. J Serv Sci Res 11, 69–91 (2019). https://doi.org/10.1007/s12927-019-0004-7

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