Service Performance Management

Course Content:
The module provides comprehensive knowledge of instruments and models for analyzing service quality and service processes. Topics such as customer expectations, models of service quality, and the operational implementation of service quality management are discussed with a focus on their practical relevance. Resource utilization in service companies is also addressed as a key aspect of managing service performance. Core concepts are explored through case studies, enabling students to strengthen their problem-solving skills as well as their ability to apply theoretical knowledge to both academic and real-world challenges. Guest lectures from practitioners illustrate how theory can be applied in practice and support effective knowledge transfer.

Course Format:
The course combines lectures, which introduce the theoretical foundations of service management, with tutorials that use case studies to deepen understanding and foster discussion. By working on practical examples, students also develop communication, discussion, and time management skills. Assessment is based on a written exam (100% of the final grade).

Language: English

Target Group: Bachelor students with a focus on Service Management or related fields.

Credits: 5 ECTS

Semester: Winter Semester (International Fall Term)

Course Responsibility: Jannes Marquardt