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Detailed information about the module

Module title:

Service Management

Module title (english):

Service Management

Module number:

88-021-MS13-H-0408

Level:

Master (UNI)

Course of study:

MA Betriebswirtschaftslehre

Type:

Modul

Organising faculty/Language Center:

Wirtschaftswissenschaftliche Fakultät

Instructors responsible:

Hogreve, Jens

Examiners:

Credit points (ECTS):

competencies/skills:

- The lecture provides deeper insights into the concepts and principle of service management and marketing.
- After completing the course students have a broader knowledge in terms of the various instruments that are needed for the analysis of issues and challenges in the service context.
- Working in groups, students apply the concepts discussed in class to case studies and thus experience a direct transfer of knowledge.
- In addition, students acquire knowledge of quantitative and qualitative research methods. As part of their group work students finally answer current questions in the area of service management and marketing by using these methods themselves.
- During the presentation of the group work in class students broaden their communication and presentation skills. Additionally, working in groups promotes students´ team spirit and abilities.

course content/topics:

During the course, students receive an insight into the new perspectives of service marketing, as well as the design of the customer experience. In addition, students learn methods for a successful customer relationship management and the development of customer loyalty. The design of an effective complaint management and service process are also part of the Module Content. In addition, the special features of a service-oriented human resource management and insight into the management of industrial services will be provided. Finally, students receive an outlook on current innovations in the field of service management.

formal requirements of admission:

recommended qualifications:

None

Lehr- und Lernformen/Lehrveranstaltungstypen:

- Lecture: teaching the theoretical foundations of service management
- Exercise: Deepening the content of the lecture through case studies and practical examples that are discussed in the context of group work, followed by group presentation.

requirements for the attainment of ECTS points:

- A main objective of the course is the combination of theory and practice in the field of service research. Thus, the lectures are based on theoretical and empirical research and take an academic perspective first, which is then linked to a practitioner perspective and exemplified based on real life company examples. For the learning success of the class, it is therefore of importance that the students internalize this transfer between scientific theories and business practice. Such an understanding can only be adequately achieved if the students themselves carry out such a transfer process within a group project. In addition to expertise in the field of service management, students also acquire relevant soft skills such as teamwork, communication and presentation skills during the course. While these skills are of fundamental importance for every business student, they play an even more important role in the service sector. In service management, interpersonal skills are a central research subject, since the service delivery is always based on communication and interaction between several actors.

To be able to successfully conduct research and practitioner projects in the service industry, a general knowledge of concepts, theories, and frameworks in the field of service management is necessary. Thus, another goal of the course is to provide the students a broad knowledge of the various topics of service management. The topics include such diverse areas as human resource management, technology, innovation management and business model development. The examination of the learning success regarding the diverse content is carried out with the help of a written exam.

- Team Project and Presentation 60%
The students work in teams (4-6 students) on a research question which is based on the content discussed in class. The different research questions are explained during the first lecture. All projects address a challenge relevant for practitioners in the service industry and require an empirical approach to be solved. As part of the group project students can show their capability to link scientific research methods with real life business challenges. Within the approx. 12-week project, student teams will research relevant theoretical foundations and develop a suitable research approach. In addition, students carry out the data collection and data analysis which is necessary for answering their research question. The project is supervised by a member of the chair. Finally, the students submit a results presentation and present their results in front of the chair.

- Final Exam 40%
The final exam will be based on all the material discussed in the lectures and in the tutorials. It will be a 60-minute in-class exam.

workload/distribution of ECTS points within the module:

45 h = Time of attendance
55 h = Preparation and post processing
50 h = Exam preparation
150 h = Total workload

calculation of module marks:

To reinforce the course content and to examine the learning success, there are two graded deliverables for this class – a team project and presentation (60%) and a final exam (40%)

teaching/learning method:

compatibility with other courses of study:

Turnus des Angebots:

Beteiligte Fachgebiete:

Bemerkung: