602.501 (23S) Service Recovery Management
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
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
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 BenotungsschemaPosition 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
-
16.2 SBWL Nonprofit Management II (
0.0h VC / 4.0 ECTS)
-
Fach: Nonprofit Management
(Wahlfach)
- 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
-
7.9.2 SBWL Nonprofit Management 2 (
0.0h VC / 4.0 ECTS)
-
Fach: Nonprofit Management
(Wahlfach)
- 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
-
12.3 Human Resources and Services 3 (
0.0h VO, VI, VC / 4.0 ECTS)
-
Fach: Human Resources and Service
(Wahlfach)
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)