602.501 (24S) Service Recovery Management

Sommersemester 2024

Ende der Anmeldefrist
28.04.2024 23:59

Erster Termin der LV
06.05.2024 17:00 - 20:15 S.0.05 On Campus
Nächster Termin:
07.05.2024 17:00 - 19:30 online Off Campus

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

Liste der Termine wird geladen...

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

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 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 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

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)