Technische Universität Ilmenau

International Service Management - Modultafeln of TU Ilmenau

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module properties module number 200790 - common information
module number200790
departmentDepartment of Economic Sciences and Media
ID of group2523 (Marketing)
module leaderProf. Dr. Anja Geigenmüller
languageEnglisch
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

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 nameInternational Service Management
examination number2500545
credit points5
SWS3 (2 V, 1 Ü, 0 P)
on-campus program (h)33.75
self-study (h)116.25
obligationobligatory module
examalternative examination performance
details of the certificateAssignment 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)

signup details for alternative examinationsDie Anmeldung zur alternativen semesterbegleitenden Abschlussleistung erfolgt über das Prüfungsverwaltungssystem (thoska) außerhalb des zentralen Prüfungsanmeldezeitraumes. Die früheste Anmeldung ist generell ca. 2-3 Wochen nach Semesterbeginn möglich. Der späteste Zeitpunkt für die An- oder Abmeldung von dieser konkreten Abschlussleistung ist festgelegt auf den (falls keine Angabe, erscheint dies in Kürze):
maximum number of participants