436310 VO Service Design and Customer Relationship Management

winter semester 2020/2021 | Last update: 12.10.2020 | Place course on memo list

Department:

Department of Management and Marketing

Instructor:

Verena Isabelle Hofmann, BSc MSc PhD

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:

Block

Mode of repetition:

each semester

Language of instruction:

German

Learning Outcome:

Introduction into the basic principles of service management with special emphasis on service marketing. Critical discussion of ongoing service development and activities by case studies.

Contents:

The Nature of Services Service Strategy Service Quality New Service Development

Methods:

Case studies, input, discussion, guest lecture and group work

Assessment:

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

Literature:

Lovelock, C., Wirtz, J. (2011). Services Marketing. People, Technology, Strategy, 7th edition, Prentice Hall: New Jersey. Solomon, M. R., Bamossi, G., Askegaard, S. and Hogg, M.K. (2010). Consumer Behavior: A European Perspective, 4th edition, Prentice Hall: Harlow, England.

Prerequisites:

First exam on October 16. Profound knowledge in statistics is required! Additional literature: Fitzsimmons, J., Fitzsimmons,M., Service Management, McGrawHill: Boston 2004 or 2006

OLAT:

https://lms.uibk.ac.at/url/RepositoryEntry/4788813909

Start:

see dates

Sustainable development goals

SDG 9 - Industry, Innovation, and Infrastructure: Build resilient infrastructure, promote inclusive and sustainable industrialization, and foster innovation.
SDG 12 - Responsible consumption and production: Ensure sustainable consumption and production patterns.

Dates

Group 0	Export course dates of this group as iCalendar (.ics) Help
Date	Time	Location
Thu 2020-10-15	09.00 - 11.45	eLecture - online eLecture - online	virtuell
Thu 2020-10-22	11.00 - 13.45	eLecture - online eLecture - online	Gastvortrag gemeinsam mit LV436320
Thu 2020-10-29	13.00 - 15.45	eLecture - online eLecture - online	virtuell
Thu 2020-11-05	13.00 - 15.45	eLecture - online eLecture - online	SPSS
Thu 2020-11-12	09.00 - 11.45	eLecture - online eLecture - online	SPSS 436411
Thu 2020-11-19	09.00 - 11.45	eLecture - online eLecture - online	virtuell
Thu 2020-11-26	13.00 - 15.45	eLecture - online eLecture - online	virtuell
Thu 2020-12-03	09.00 - 11.45	eLecture - online eLecture - online	virtuell