436311 PS Service Design and Customer Relationship Management

winter semester 2021/2022 | Last update: 12.10.2021 | Place course on memo list

Department:

Department of Management and Marketing

Instructor:

Verena Isabelle Hofmann, BSc MSc PhD
Anna Teresa Wanisch, BSc MSc

Course number:

436311

Title:

PS Service Design and Customer Relationship Management

Type/hours:

PS 2

ECTS credits:

3,5

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:

We will present the basic knowlegde in the fields of service marketing in general. Students should learn how to produce term papers and how to conceptualize solutions for practical problems. At the end of this course you will be able to use a variety of instruments/methods and sources of knowledge to solve practical problems.

Contents:

Basics for services marketing: theories, concepts, and instruments

Methods:

Theory input, theories and concepts, group work, presenation, discussions, feedback.

Assessment:

Group work and presentations, class participation.

Literature:

Bauer, N. & Blasius, J. (2014). Handbuch Methoden der empirischen Sozialforschung. Springer Fachmedien Wiesbaden. https://doi.org/10.1007/978-3-531-18939-0

Kapitel 5.6 Informationsquellen und Informationsaustausch (H. Peter Ohly und Karsten Weber)
Kapitel 7 Forschungsdesigns für die quantitative Sozialforschung (Petra Stein)
Kapitel 30 Gütekriterien quantitativer Sozialforschung (Dagmar Krebs und Natalja Menold)
Kapitel 38 Qualitative Inhaltsanalyse (Philipp Mayring und Thomas Fenzl)
Kapitel 39 Leitfaden- und Experteninterviews (Cornelia Helfferich)
Kapitel 41 Gruppendiskussion (Susanne Vogl)
Kapitel 79 (bis einschließlich 79.4.1) Multivariate Datenanalyse (Jörg Blasius und Nina Bauer)

Bieger, T., & Beritelli, P. (2013). Management von Destinationen. 8. Auflage. Oldenbourg Wissenschaftsverlag: München.

Kapitel 1 Das Phänomen Tourismus
Kapitel 2 Destination und Tourismusorganisation im Tourismussystem
Kapitel 5 Marketing einer Destination

Solomon, M. (2013). Consumer Behavior: A European Perspective. 5th ed. Pearson Prentice Hall.

Kapitel 6

Voorveld, H. A., Van Noort, G., Muntinga, D. G., & Bronner, F. (2018). Engagement with social media and social media advertising: The differentiating role of platform type. Journal of advertising, 47(1), 38-54. https://doi.org/10.1080/00913367.2017.1405754

Mihalic, T. (2016). Sustainable-responsible tourism discourse–Towards ‘responsustable’ tourism. Journal of cleaner production, 111, 461-470. https://doi.org/10.1016/j.jclepro.2014.12.062

Prerequisites:

participation requirements see curricula

OLAT:

https://lms.uibk.ac.at/url/RepositoryEntry/5060165720

Start:

see dates

Sustainable development goals

SDG 5 - Gender equality: Achieve gender equality and empower all women and girls.
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
Wed 2021-10-20	12.00 - 14.45	UR 3 (Sowi) UR 3 (Sowi)	Barrier-free
Wed 2021-10-27	10.00 - 12.45	eLecture - online eLecture - online
Wed 2021-11-03	10.00 - 12.45	eLecture - online eLecture - online
Wed 2021-11-10	10.00 - 12.45	eLecture - online eLecture - online
Wed 2021-11-24	10.00 - 12.45	SR 16 (Sowi) SR 16 (Sowi)	Barrier-free
Wed 2021-12-01	10.00 - 10.45	eLecture - online eLecture - online		Methodenklausur
Wed 2022-01-12	10.00 - 12.45	SR 16 (Sowi) SR 16 (Sowi)	Barrier-free
Wed 2022-01-26	10.00 - 13.45	HS 1 (Sowi) HS 1 (Sowi)	Barrier-free