602.501 (21S) Service Recovery Management
Overview
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
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
Modified examination information (exceptional COVID-19 provisions)
Online exams.
Examination methodology
Presentations
Examination topic(s)
Course Slides
Grading scheme
Grade / Grade grading schemePosition 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
-
16.2 SBWL Nonprofit Management II (
0.0h VC / 4.0 ECTS)
-
Subject: Nonprofit Management
(Compulsory elective)
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)