Service Management

In the course, students will gain insights into the new perspectives of service marketing and the design of the customer experience. In addition, students will learn methods for successful customer relationship management as well as instruments for creating customer loyalty. The course also includes the design of an effective complaint management and service process. In addition, the special features of service-oriented human resource management are dealt with and an insight into the management of industrial services is given. Finally, the students are given an outlook on current innovations in the field of service management.

Language: English

Responsible for the course: Prof. Dr. Jens Hogreve, Dr. Ute Braun