436310 VO Service Design and Customer Relationship Management

summer semester 2026 | Last update: 26.05.2026 | Place course on memo list

Department:

Department of Management and Marketing

Instructor:

assoz. Prof. Mag. Dr. Karin Teichmann, +43 512 507 72406

Course number:

436310

Title:

VO Service Design and Customer Relationship Management

Type/hours:

VO 2

ECTS credits:

Module allocation(s):

SBWL (G) Dienstleistungs-und Tourismusmanagement

prerequisite(s):

Positive completion of the mandatory course "Fundamentals of Management:Strategy and Marketing" referred to in § 6 (2-5) and four additional mandatory courses from the core area of management referred to in § 6 (2)

Period:

weekly

Mode of repetition:

each semester

Language of instruction:

German

Learning Outcome:

Upon successful completion of the course students will be able to:
• discuss the role of services in the economy,
• characterize services,
• derive strategies of service companies,
• critically reflect on service innovations,
• optimize service design and processes,
• design service encounters,
• measure service quality,
• critically reflect on practical problems of services.

Contents:

Service Economy, Basics of Service Management, Strategies of Service Companies, Service Development, Service Quality

Methods:

Theoretical input, discussions, case studies, guest speakers

Assessment:

Course examination according to § 7, statute section on "study-law regulations"

Literature:

Bordoloi, Sanjeev, James Fitzsimmons und Mona Fitzsimmons (2023), Service Management: Operations, Strategy, Information Technology, 10th edition, New York, USA: McGrawHill. Chapters 1-7.

Gustafsson, Anders, Per Kristensson, Gary R. Schirr und Lars Witell (2016), Service Innovation, New York, USA: Business Expert Press. Chapters 2-5.

Wirtz, Jochen und Christopher Lovelock (2016), Services Marketing: People, Technology, Strategy, 8th edition, New Jersey, USA: World Scientific Publishing Co Inc. Chapters 8, 14.

Prerequisites:

see curriculum

OLAT:

https://lms.uibk.ac.at/url/RepositoryEntry/6038520194

Link:

https://www.uibk.ac.at/de/smt/service-management/

Start:

see dates

Sustainable development goals

SDG 9 - Industry, Innovation, and Infrastructure: Build resilient infrastructure, promote inclusive and sustainable industrialization, and foster innovation.

Dates

Group 0	Export course dates of this group as iCalendar (.ics) Help
Date	Time	Location
Wed 2026-03-04	09.45 - 11.15	HS 3 (Sowi) HS 3 (Sowi)	Barrier-free
Wed 2026-03-11	09.45 - 11.15	HS 3 (Sowi) HS 3 (Sowi)	Barrier-free
Wed 2026-03-18	09.45 - 11.15	HS 3 (Sowi) HS 3 (Sowi)	Barrier-free
Wed 2026-03-25	09.45 - 11.15	HS 3 (Sowi) HS 3 (Sowi)	Barrier-free
Wed 2026-04-15	09.45 - 11.15	HS 3 (Sowi) HS 3 (Sowi)	Barrier-free
Wed 2026-04-22	09.45 - 11.15	HS 3 (Sowi) HS 3 (Sowi)	Barrier-free
Wed 2026-04-29	09.45 - 11.15	HS 3 (Sowi) HS 3 (Sowi)	Barrier-free
Wed 2026-05-06	09.45 - 11.15	HS 3 (Sowi) HS 3 (Sowi)	Barrier-free
Wed 2026-05-13	09.45 - 11.15	HS 3 (Sowi) HS 3 (Sowi)	Barrier-free
Wed 2026-05-20	09.45 - 11.15	HS 3 (Sowi) HS 3 (Sowi)	Barrier-free
Wed 2026-05-27 CANCELED	09.45 - 11.15	HS 3 (Sowi) HS 3 (Sowi)	Barrier-free
Wed 2026-06-10	09.45 - 11.15	HS 3 (Sowi) HS 3 (Sowi)	Barrier-free
Wed 2026-06-17	09.45 - 11.15	HS 3 (Sowi) HS 3 (Sowi)	Barrier-free
Wed 2026-06-24	09.45 - 11.15	HS 3 (Sowi) HS 3 (Sowi)	Barrier-free