International Service Management - Interactive curriculae of TU Ilmenau

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module properties module number 200790 - common information
module number	200790
department	Department of Economic Sciences and Media
ID of group	2523 (Marketing)
module leader	Prof. Dr. Anja Geigenmüller
language	Englisch
term	Wintersemester
previous knowledge and experience	Marketingmanagement & (Online-Marketing/ Technologiemarketing), Fachsprachenkenntnisse Englisch mind. B2
learning outcome	Students are able to understand and implement service management in an international solutions providing setting. They are able to understand, discuss and apply concepts and perspectives related to service management and relationship management, in order to analyze and suggest solutions to actual service management-related marketing situations. Students have expanded their social and communication skills by working in teams on student research projects and group presentations.
content	- Theoretical Perspectives of International Service Management - Role of Customers and Customer-Employee Interactions - Service Qualit and Service Customization - Servicescape and Service Climate - Internationalizing Services
media of instruction and technical requirements for education and examination in case of online participation	Powerpoint-Präsentation, Moodle
literature / references	u.a.: Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patrício, L., & Voss, C. A. (2015). Service research priorities in a rapidly changing context. Journal of Service Research, 18(2), pp. 127-159. Anderson, L., & Ostrom, A. L. (2015). Transformative service research: advancing our knowledge about service and well-being. ournal of Service Research, 18(3), pp. 243-249. Anderson, L., Ostrom, A. L., Corus, C., Fisk, R. P., Gallan, A. S., Giraldo, M., ... & Shirahada, K. (2013). Transformative service research: An agenda for the future. Journal of Business Research, 66(8), 1203-1210.
evaluation of teaching

Details reference subject
module name	International Service Management
examination number	2500545
credit points	5
SWS	3 (2 V, 1 Ü, 0 P)
on-campus program (h)	33.75
self-study (h)	116.25
obligation	obligatory module
exam	alternative examination performance
details of the certificate	Assignment 1 (30 %): Reflection paper about current developments in services marketing and management Assignment 2 (70 %): Empirical research project on current topics in international service management (group work)
link to Moodle course
teacher	Prof. Dr. Geigenmüller, Anja
signup details for alternative examinations	Dieses Modul enthält mindestens eine alternative semesterbegleitende Abschlussleistung. Bitte beachten Sie, dass diese in der Regel schon zu Beginn des Semesters, in dem diese angeboten wird, angemeldet werden muss. Über die Details und Zeiträume dazu werden Sie vom Lehrenden und/oder dem Prüfungsamt informiert. Fragen Sie gegebenenfalls unbedingt beim Lehrenden nach. This module contains at least one alternative exam part. Please note that this must usually be registered at the beginning of the semester in which it is offered. The lecturer and/or the examination office will inform you about the details and time periods. If necessary, be sure to ask the lecturer.
maximum number of participants