Module: Basic Module Service Management (5704-210)

Persons:

• Prof. Dr. Karsten Hadwich (verantwortlich)

Degree Program:

• Business Administration and Economics (Bachelor, since 28.07.2010)
  4. Semester, compulsory
• Business Administration and Economics (Bachelor, since 01.10.2015)
  4. Semester, compulsory

Relation to other Modules:

The module "Principles of Service Management" covers the importance and characteristics of services as well as the resulting organisational tasks of service management. These are, amongst others, using the marketing mix, securing service quality, leading service staff, steering service capacities, using service technologies, designing service processes, etc. The basic module is the foundation for the module "Strategic Service Management" and the "Seminar Module Service Management".

Prerequisites for Attendance:

none

Sprache:

German

ECTS:

6 credits

Frequency:

every summer semester

Length of the Module:

1 semester

Final examination:

written exam

Length of the examination:

60 minutes

Workload:

180 hours: 45 hours class attendance 135 hours preparation and follow-up, preparation for the exam and exam

Professional competences:

The students have in-depth knowledge of basic management decisions of service companies. They know and understand the characteristics of services and typical service-specific problems as well as the main principles of customer-centred service management. They are able to identify the characteristics emerging from service and to take them into account while analysing and solving problems. The basic module conveys problem recognition and solving skills with the aid of concrete, case-specific examples of application for typical decision-making problems in service management.

Courses