602.512 (19W) Complaint Management

Wintersemester 2019/20

Registration deadline has expired.

First course session
02.10.2019 11:00 - 13:00 Z.1.09 On Campus
... no further dates known

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

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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

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.

Examination methodology

Presentations

Examination topic(s)

Course Slides

Grading scheme

Grade / Grade grading scheme

Position 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)
  • 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)
  • 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
  • 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)
  • 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)

Equivalent courses for counting the examination attempts

This course is not assigned to a sequence of equivalent courses