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Detailed information about the module

Module title:

Return on Service Management

Module title (english):

Return on Service Management

Module number:

88-021-MS20-H-0408

Level:

Master (UNI)

Course of study:

Type:

Modul

Organising faculty/Language Center:

Wirtschaftswissenschaftliche Fakultät

Instructors responsible:

Hogreve, Jens

Examiners:

Credit points (ECTS):

competencies/skills:

This course develops your strategic understanding of analytical techniques and offers you hands-on assignments in assessing whether service management initiatives positively contribute to a firm’s bottom-line. The objectives of this course are:
- You will gain knowledge of perceptual and behavioral metrics that can be used to evaluate the effectiveness and efficiency of management strategies in a national and international context.
- You will improve your methodological competence by the intensive and autonomous usage of advanced statistical methods in SPSS.
- In this vein, you will learn how statistical methods can be applied to derive managerial implications.
- All in all, you strengthen a broad range of skills such as presentation, analysis, and time-management skills.

course content/topics:

Return on Service Management refers to the long-term financial outcomes of management actions (e.g., investments into nurturing a service climate or customer satisfaction management). The course is based on selected articles from first-class international peer-reviewed journals. The specific articles are chosen in a way that a specific service management instrument (e.g., service quality, service climate) will be covered both from a theoretical as well as from a management lens. The articles will be presented and discussed in class. Therefore the students are expected to be well prepared for class discussions by thoroughly reading the assigned articles prior to each class session. The final list of articles will be communicated in the syllabus and will be made available as well as on the web site of the department. Moreover, the course contains an empirical final case study in which you apply both the service management and statistic tools. In an intensive SPSS tutorial (i.e., advanced functions only) you get to deepen your knowledge about mediation and moderation analysis that should be utilized in the consulting case.

formal requirements of admission:

recommended qualifications:

- Empirical Management Research
- Advanced knowledge in IBM SPSS Statistics

Lehr- und Lernformen/Lehrveranstaltungstypen:

requirements for the attainment of ECTS points:

In-group participation evaluation
10% of the final grade

Students are expected to contribute to group work in a professional manner. Therefore, students evaluate other group members’ efforts and contributions.

In-class Presentation
40% of the final grade

Students are required to present the condensed insights of a specific articles covered in the class and act as a moderator for a specific session.

Consulting Case
50% of the final grade

The case will entail strategy and implementation of recommendations related to achieving excellence in the practice of managing the returns on service investments.

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. In-group participation evaluation 10 %
2. In-class presentation: 40 %
3. Consulting case 50 %

teaching/learning method:

- Lecture
- Group Work
- Individual Assignments

compatibility with other courses of study:

Turnus des Angebots:

Beteiligte Fachgebiete:

Bemerkung: