436310 VO Service Design and Customer Relationship Management

summer semester 2026 | Last update: 29.01.2026 Place course on memo list
Department of Management and Marketing Department of Management and Marketing
assoz. Prof. Mag. Dr. Karin Teichmann assoz. Prof. Mag. Dr. Karin Teichmann, +43 512 507 72406
436310
VO Service Design and Customer Relationship Management
VO 2
4
SBWL (G) Dienstleistungs-und Tourismusmanagement
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)
weekly
each semester
German

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.

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

Theoretical input, discussions, case studies, guest speakers

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

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.

see curriculum

https://www.uibk.ac.at/de/smt/service-management/
see dates
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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
 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
Group Booking period
2026-02-01 08:00 - 2026-02-27 13:00 Booking through points system
Note:
Die Anmeldefrist für die Sowi Punkteanmeldung gilt für die Wirtschafts-Studierenden der SKZ BA Internationale Wirtschaftswissenschaften (International Business and Economics) (BA IWW) UC 033 545, BA Wirtschaftswissenschaften - Management and Economics UC 033 571, Diplom Internationale Wirtschaftswissenschaften (D IWW) UC 155 (auslaufend), MA Wipäd UC 066 970; für Studierende, die SoWi-Module für das BA Wirtschaftsrecht C 033 500 und das BA Sportmanagement C 033 626 benötigen. 		Teichmann K.