602.512 (19W) Complaint Management
Overview
- Lecturer
- Course title german Complaint Management
- Type Lecture - Course (continuous assessment course )
- Hours per Week 2.0
- ECTS credits 4.0
- Registrations 5 (40 max.)
- Organisational unit
- Language of instruction English
- Course begins on 02.10.2019
- eLearning Go to Moodle course
Time and place
Course Information
Intended learning outcomes
This course‘s content is part of Service Management and deals with topics such as Relationship-, Quality and Productivity Management of respective customers. A special focus will lie on complaint management with the main goal to understand how to increase profit and competitiveness of firms by restoring customer satisfaction.
Teaching methodology including the use of eLearning tools
Power Point Slides
Course content
In particular, students will learn how to stabilize customer relationships, prevent loss of customers through efficient complaint handling processes, and the improvement of product and service quality, by using complaint information. Please feel free to contact us, if you have any questions.
Literature
Stauss, Bernd und Wolfgang Seidel (2014): Beschwerdemanagement, 5. vollständig überarbeitete Auflage, München: Carl Hanser Verlag.
Examination information
Examination methodology
Presentations
Examination topic(s)
Course Slides
Grading scheme
Grade / Grade grading schemePosition in the curriculum
- Master's degree programme Applied Business Administration
(SKZ: 918, Version: 12W.4)
-
Subject: Dienstleistungsmanagement
(Compulsory elective)
-
Special Topics Dienstleistungsmanagement I (
2.0h VC,KS / 4.0 ECTS)
- 602.512 Complaint Management (2.0h VC / 4.0 ECTS)
-
Special Topics Dienstleistungsmanagement I (
2.0h VC,KS / 4.0 ECTS)
-
Subject: Dienstleistungsmanagement
(Compulsory elective)
- Master's degree programme Applied Business Administration
(SKZ: 918, Version: 12W.4)
-
Subject: Dienstleistungsmanagement
(Compulsory elective)
-
Special Topics Dienstleistungsmanagement II (
2.0h VC,KS / 4.0 ECTS)
- 602.512 Complaint Management (2.0h VC / 4.0 ECTS)
-
Special Topics Dienstleistungsmanagement II (
2.0h VC,KS / 4.0 ECTS)
-
Subject: Dienstleistungsmanagement
(Compulsory elective)
- Master's degree programme Information Management
(SKZ: 922, Version: 19W.1)
-
Subject: Dienstleistungsmanagement
(Compulsory elective)
-
6.5.3 Special Topics Dienstleistungsmanagement (
0.0h VC, VI, KS, SE / 8.0 ECTS)
- 602.512 Complaint Management (2.0h VC / 4.0 ECTS) Absolvierung im 1., 2., 3., 4. Semester empfohlen
-
6.5.3 Special Topics Dienstleistungsmanagement (
0.0h VC, VI, KS, SE / 8.0 ECTS)
-
Subject: Dienstleistungsmanagement
(Compulsory elective)
- Master's degree programme Information Management
(SKZ: 922, Version: 13W.2)
-
Subject: Dienstleistungsmanagement
(Compulsory elective)
-
5.4.3 Special Topics Dienstleistungsmanagement I (
2.0h VC/KS / 4.0 ECTS)
- 602.512 Complaint Management (2.0h VC / 4.0 ECTS)
-
5.4.3 Special Topics Dienstleistungsmanagement I (
2.0h VC/KS / 4.0 ECTS)
-
Subject: Dienstleistungsmanagement
(Compulsory elective)
- Master's degree programme Information Management
(SKZ: 922, Version: 13W.2)
-
Subject: Dienstleistungsmanagement
(Compulsory elective)
-
5.4.4 Special Topics Dienstleistungsmanagement II (
2.0h VC/KS / 4.0 ECTS)
- 602.512 Complaint Management (2.0h VC / 4.0 ECTS)
-
5.4.4 Special Topics Dienstleistungsmanagement II (
2.0h VC/KS / 4.0 ECTS)
-
Subject: Dienstleistungsmanagement
(Compulsory elective)