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Detailed information about the module

Module title:

Return on Service Design & Customer Experience

Module title (english):

Return on Service Design & Customer Experience

Module number:

88-021-MS20-H-0221

Level:

Master (UNI)

Course of study:

Type:

Modul

Organising faculty/Language Center:

Wirtschaftswissenschaftliche Fakultät

Instructors responsible:

Hogreve, Jens

Examiners:

Credit points (ECTS):

competencies/skills:

The course "Return on Service Design & Customer Experience" deepens the knowledge in Customer Experience Management and Service Design and provides the transfer of this knowledge to a business game situation. Participants work in groups and learn how to organize and conduct a session independently (so-called "session moderation") Learning objectives of the course are the following:

- After completing the course, students are familiar with the challenges of strategic service management and the resulting consequences for the design of service innovations.
- Students apply the theoretical knowledge acquired in the first part of the course in a business-simulation game and are thus able to master and evaluate the performance of various instruments in the service sector.
- Finally, interpersonal skills are trained through intensive discussion of the lecture contents. By working on the business simulation game in groups, students' teamwork and time management skills are strengthened.

course content/topics:

The course "Return on Service Design & Customer Experience" deals with the long-term effects of implementing well-known service management tools on the financial performance of a company. Examples of such well-known instruments are customer satisfaction management or the creation of a service climate. In an interactive way, the course provides insights into whether and to what extent management activities in service companies improve the earnings and financial situation of companies. The course is aimed at students of all WWF master programs.

The course is based on articles from selected international journals. A special feature here is that one aspect of the content is always examined from a management as well as a theoretical perspective. This is also reflected in the selection of articles. Students are expected to prepare intensively for the individual articles and to be able to discuss the contents critically. The selection of articles will be announced in the syllabus for the respective semester.

Through the use of a management-oriented business simulation game, students not only learn about the management concepts of strategic service management, but also apply them directly to problems in practice. Student manage a virtual service company in teams and compete directly with the service companies of their fellow students. As members of the management team, students learn to identify, analyse and strategically influence the central factors of success of a service company. They develop a competitive strategy, play through various scenarios and critically reflect on the results of their forecasts and decisions. After each round, detailed reports are published supporting the teams in measuring their performance and progress and comparing it with the performance of their competitors. By providing detailed insight into the potential financial impact of operational decisions on relevant performance metrics such as customer satisfaction, costs and revenues, students develop a fact-based analytical approach to decision making.

Finally, the dynamic and interactive business simulation game promotes teamwork, shapes the competitive spirit, and strengthens the students problem-solving skills.

formal requirements of admission:

recommended qualifications:

Participation in the course “Service Management”

Lehr- und Lernformen/Lehrveranstaltungstypen:

- Lecture
- Business simulation game in team
- Presentations

requirements for the attainment of ECTS points:

In-class Presentation
40% of the final grade

The course "Return on Service Design & Customer Experience" enables you to organize and conduct a session (so-called "session moderation") on current questions and problems in Service Management. Students work independently on all contents of an interactive session. Literature and case studies are provided for orientation.

Strategy Paper
20% of the final grade

At the beginning of the business game, students write a strategy paper in which they describe the strategy chosen for their company, taking into account the initial situation.

Poster presentation
20% of the final grade

The poster presentation includes a critical review of the strategy paper designed at the beginning of the business game. For this purpose, the students reflect on their chosen strategy and present their results in the form of a poster.

Business simulation results of the group
20% of the final grade

The group performance during the business game is considered across all decisions. The final result is not the only decisive factor.

workload/distribution of ECTS points within the module:

42 h = Time of attendance lecture and tutorial
108 h = Preparation and postprocessing lecture and tutorial
150 h = Group Project
300 h = Total workload

calculation of module marks:

1. Presentation (Session moderation) 40 %
2. Strategy Paper 20 %
3. Poster presentation 20%
4. Business simulation results of the group 20%

teaching/learning method:

compatibility with other courses of study:

Turnus des Angebots:

Beteiligte Fachgebiete:

Bemerkung: