602.501 (23S) Service Recovery Management

Sommersemester 2023

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Erster Termin der LV
07.03.2023 13:00 - 17:00 Lovelace On Campus
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Überblick

Lehrende/r
LV-Titel englisch Service Recovery Management
LV-Art Vorlesung-Kurs (prüfungsimmanente LV )
LV-Modell Präsenzlehrveranstaltung
Semesterstunde/n 2.0
ECTS-Anrechnungspunkte 4.0
Anmeldungen 9 (40 max.)
Organisationseinheit
Unterrichtssprache Englisch
mögliche Sprache/n der Leistungserbringung Englisch
LV-Beginn 07.03.2023
eLearning zum Moodle-Kurs

Zeit und Ort

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LV-Beschreibung

Intendierte Lernergebnisse

By the end of the course, you should be able to:


  • Define and explain service management concepts that are building blocks of the concepts of service failure and recovery
  • Understand the contexts, reasons, and consequences of service failure
  • Understand the theoretical underpinnings of service recovery
  • Comprehend emerging issues in service failure and recovery based on literature
  • Critically analyze service failure situations in technology-enabled service environment such as self-service technologies
  • Apply appropriate concepts, models, tools and techniques of service failure and recovery, both in a theoretical context but also in applied real-world situations
  • Apply service recovery strategies in practice across variety of industries based on scientific evidence
  • Refine your critical thinking and communication skills

Lehrmethodik

The sessions will be structured as follows:


  • A revision of topics covered in the previous session
  • Lecture using PowerPoint Slides 
  • Q/A on the topics covered in the current lecture
  • Group work

Inhalt/e

The course is broken down into four parts covering:


  • A comprehensive introduction to concepts relevant for understanding service failure and service recovery
  • Reasons, contexts, and outcomes of service failures and the relevant theoretical background
  • Service recovery strategies and their theoretical underpinnings
  • Emerging issues in service failure and recovery

Erwartete Vorkenntnisse

No prior knowledge is required.

Literatur

Books

1.  Wilson, A., Zeithaml, V. A., Jo Bitner, M., & Gremler, D. D. (2016). Services Marketing Integrating Customer Focus Across the Firm Third European Edition. McGraw-Hill Inc.

2. Wirtz, J., & Lovelock, C. (2017). Essentials of Services Marketing (3rd ed.). Pearson Education Limited.


Scientific Articles

1. Bitner, M. J., Ostrom, A. L., & Morgan, F. N. (2008). Service Blueprinting: A Practical Technique for Service Innovation. 50(3).

2. Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing. Journal of Marketing, 62(2), 60–76. 

3. Roschk, H., & Gelbrich, K.(2014). Identifying Appropriate Compensation Types for Service Failures: AMeta-Analytic and Experimental Analysis. Journal of Service Research, 17(2),195–211. 

4. Tax, S. S., McCutcheon, D.,& Wilkinson, I. F. (2013). The Service Delivery Network (SDN): ACustomer-Centric Perspective of the Customer Journey. Journal of ServiceResearch, 16(4), 454–470. 

5. Dabholkar, P. A., & Spaid,B. I. (2012). Service failure and recovery in using technology-basedself-service: effects on user attributions and satisfaction. The ServiceIndustries Journal, 32(9), 1415–1432.

6. Meuter, M. L., Ostrom, A. L.,Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies:Understanding customer satisfaction with technology-based service encounters. Journalof Marketing, 64(3), 50–64. 

7. Van Vaerenbergh, Y., Varga, D.,De Keyser, A., & Orsingher, C. (2019). The Service Recovery Journey:Conceptualization, Integration, and Directions for Future Research. Journalof Service Research, 22(2), 103–119.

Prüfungsinformationen

Im Fall von online durchgeführten Prüfungen sind die Standards zu beachten, die die technischen Geräte der Studierenden erfüllen müssen, um an diesen Prüfungen teilnehmen zu können.

Prüfungsmethode/n

  • Group or  Individual Presentation; depending on the number of enrolled students
  • A short paper
  • Compulsory Attendance (see below for provisions)

The minimum requirement to complete the course is 60%. 

A detailed overview will be given in the first session of the lecture.

Prüfungsinhalt/e

  • Course Slides
  • Resources Consulted During the Sessions

Beurteilungskriterien/-maßstäbe

The following performance criteria need to be met in order to successfully complete the courses classified as “Vorlesungs-Kurs” (VC):

  • Attendance: you are allowed to miss maximum one session with justification communicated before the session or immediately after the session and without impacting your final grades. NOTE: Attendance in the first session and in the session where group presentation takes place are mandatory. 
  • Partial performance (meeting the respective deadlines)
  • Making the group presentation
  • Submitting the final assignment final assignments, homework, seminar papers, etc., within the communicated deadline (summer term 31.07. and winter term 28./29.02.)

In cases where the above-mentioned performance criteria are not met, the course will be evaluated negatively with immediate effect, and students need to retake the course.

Beurteilungsschema

Note Benotungsschema

Position im Curriculum

  • Bachelorstudium Betriebswirtschaft (SKZ: 518, Version: 18W.1)
    • Fach: Nonprofit Management (Wahlfach)
      • 16.2 SBWL Nonprofit Management II ( 0.0h VC / 4.0 ECTS)
        • 602.501 Service Recovery Management (2.0h VC / 4.0 ECTS)
          Absolvierung im 3., 4., 5., 6. Semester empfohlen
  • Bachelorstudium Wirtschaft und Recht (SKZ: 519, Version: 18W.1)
    • Fach: Nonprofit Management (Wahlfach)
      • 7.9.2 SBWL Nonprofit Management 2 ( 0.0h VC / 4.0 ECTS)
        • 602.501 Service Recovery Management (2.0h VC / 4.0 ECTS)
          Absolvierung im 4., 5., 6. Semester empfohlen
  • Bachelorstudium International Business and Economics (SKZ: 516, Version: 19W.1)
    • Fach: Human Resources and Service (Wahlfach)
      • 12.3 Human Resources and Services 3 ( 0.0h VO, VI, VC / 4.0 ECTS)
        • 602.501 Service Recovery Management (2.0h VC / 4.0 ECTS)
          Absolvierung im 3., 4., 5., 6. Semester empfohlen

Gleichwertige Lehrveranstaltungen im Sinne der Prüfungsantrittszählung

Sommersemester 2024
  • 602.501 VC Service Recovery Management (2.0h / 4.0ECTS)
Wintersemester 2023/24
  • 602.501 VC Service Recovery Management (2.0h / 4.0ECTS)
Wintersemester 2022/23
  • 602.501 VC Service Recovery Management (2.0h / 4.0ECTS)
Sommersemester 2022
  • 602.501 VC Service Recovery Management (2.0h / 4.0ECTS)
Sommersemester 2021
  • 602.501 VC Service Recovery Management (1.0h / 4.0ECTS)
Wintersemester 2019/20
  • 602.501 VC Business Skills 3: Service Recovery Management (2.0h / 4.0ECTS)