602.501 (24S) Service Recovery Management
Überblick
- Lehrende/r
- LV-Titel englisch Service Recovery Management
- LV-Art Vorlesung-Kurs (prüfungsimmanente LV )
- LV-Modell Blended-Learning-Lehrveranstaltung
- Semesterstunde/n 2.0
- ECTS-Anrechnungspunkte 4.0
- Anmeldungen 20 (40 max.)
- Organisationseinheit
- Unterrichtssprache Englisch
- LV-Beginn 06.05.2024
- 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 inkl. Einsatz von eLearning-Tools
Most sessions will be structured as follows:
- Lecture using PowerPoint Slides and handouts
- A revision of topics covered in the previous session
- 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
Literatur
A detailed list of literature will be available on Moodle.
Prüfungsinformationen
Prüfungsmethode/n
- Group or Individual Presentation; depending on the number of enrolled students
- A short paper
- Compulsory Attendance and in-Class Activities (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
- All 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 in ALL sessions is mandatory. In exceptional case such as medical reasons, if you cannot come to a session, please talk to your lecturer about your situation and next steps
- Partial performance (meeting the respective deadlines)
- Making the group presentation
- Submitting the final assignment 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.
Use of Artificial Intelligence Tool
- The use of AI tools (i.e., ChatGPT ) is explicitly prohibited in the critical appraisal part of the Short Paper.
- To verify autonomy on performance criteria, that don’t allow the use of AI tools, students might be required to participate in a “follow-up discussion ” with the course lecturer.
Grading system:
Points | Grade |
100-90 | 1 |
89-80 | 2 |
79-70 | 3 |
69-60 | 4 |
<60 | 5 |
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
-
Wintersemester 2023/24
- 602.501 VC Service Recovery Management (2.0h / 4.0ECTS)
-
Sommersemester 2023
- 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)