602.501 (21S) Service Recovery Management

Sommersemester 2021

Registration deadline has expired.

First course session
04.05.2021 09:00 - 11:00 online Off Campus
... no further dates known

Overview

Due to the COVID-19 pandemic, it may be necessary to make changes to courses and examinations at short notice (e.g. cancellation of attendance-based courses and switching to online examinations).

For further information regarding teaching on campus, please visit: https://www.aau.at/en/corona.
Lecturer
Course title german Service Recovery Management
Type Lecture - Course (continuous assessment course )
Course model Online course
Hours per Week 1.0
ECTS credits 4.0
Registrations 4 (20 max.)
Organisational unit
Language of instruction German
Course begins on 04.05.2021
eLearning Go to Moodle course

Time and place

Please note that the currently displayed dates may be subject to change due to COVID-19 measures.
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Course Information

Intended learning outcomes

This course is one of two in depth courses for the elective subject ("gebundenes Wahlfach") Nonprofit Management II. This course‘s content is part of Service Management and deals with topics such as Relationship-, Quality and Productivity Management of respective customers. A special focus will lie on complaint management with the main goal to understand how to increase profit and competitiveness of firms by restoring customer satisfaction.

Teaching methodology including the use of eLearning tools

Power Point Slides

Course content

 In particular, students will learn how to stabilize customer relationships, prevent loss of customers through efficient complaint handling processes, and the improvement of product and service quality, by using complaint information. Please feel free to contact us, if you have any questions.

Literature

Stauss, Bernd und Wolfgang Seidel (2014): Beschwerdemanagement, 5. vollständig überarbeitete Auflage, München: Carl Hanser Verlag. 

Examination information

Im Fall von online durchgeführten Prüfungen sind die Standards zu beachten, die die technischen Geräte der Studierenden erfüllen müssen, um an diesen Prüfungen teilnehmen zu können.

Modified examination information (exceptional COVID-19 provisions)

Online exams.

Examination methodology

Presentations

Examination topic(s)

Course Slides

Grading scheme

Grade / Grade grading scheme

Position in the curriculum

  • Bachelor's degree programme Business Administration (SKZ: 518, Version: 18W.1)
    • Subject: Nonprofit Management (Compulsory elective)
      • 16.2 SBWL Nonprofit Management II ( 0.0h VC / 4.0 ECTS)
        • 602.501 Service Recovery Management (1.0h VC / 4.0 ECTS)
          Absolvierung im 3., 4., 5., 6. Semester empfohlen

Equivalent courses for counting the examination attempts

Sommersemester 2024
  • 602.501 VC Service Recovery Management (2.0h / 4.0ECTS)
Wintersemester 2023/24
  • 602.501 VC Service Recovery Management (2.0h / 4.0ECTS)
Sommersemester 2023
  • 602.501 VC Service Recovery Management (2.0h / 4.0ECTS)
Wintersemester 2022/23
  • 602.501 VC Service Recovery Management (2.0h / 4.0ECTS)
Sommersemester 2022
  • 602.501 VC Service Recovery Management (2.0h / 4.0ECTS)
Wintersemester 2019/20
  • 602.501 VC Business Skills 3: Service Recovery Management (2.0h / 4.0ECTS)