Service Marketing - Interactive curriculae of TU Ilmenau
The interactive curriculae provide information on the degree programmes offered by the TU Ilmenau.
Please refer to the respective study and examination rules and regulations for the legally binding curricula (Annex Curriculum).
You can find all details on planned lectures and classes in the course catalogue.
Please note that this page is no longer updated. All modules and study plans from PO version 2021 onwards (Bachelor and Master study programs) are now available on the Campus Portal.
| module properties Service Marketing in degree program Bachelor Medienwirtschaft 2021 | |
|---|---|
| module number | 200675 |
| examination number | 2500511 |
| department | Department of Economic Sciences and Media |
| ID of group | 2523 (Marketing) |
| module leader | Prof. Dr. Anja Geigenmüller |
| term | summer term only |
| language | Englisch |
| credit points | 5 |
| on-campus program (h) | 34 |
| self-study (h) | 116 |
| obligation | elective module |
| exam | oral examination performance, 20 minutes |
| details of the certificate | There is the possibility to receive up to six bonus points through active participation at the exercise. |
| link to Moodle course | https://moodle.tu-ilmenau.de/course/view.php?id=2665 |
| teacher | Prof. Dr. Geigenmüller, Anja |
| signup details for alternative examinations | |
| maximum number of participants | |
| previous knowledge and experience | English level B2 |
| learning outcome | Students understand the specific nature and characteristics of service offerings and practical challenges of service marketing and management. Students understand strategies in service marketing and can explain them. Students concepts learned for analyzing and solving managerial problems in the service sector. Students worked in groups and thus have obtained team competence, communication and presentation skills as well as assessing and reflecting individual results of their project work. |
| content | 1 Introduction to services 2 Customers as co-producers 3 Managing service quality 4 Complaint management and service recovery 5 Service design and delivery 6 Pricing and communication of services 7 The servicescape 8 Employees‘ roles in services 9 Service processes and capacity management |
| media of instruction and technical requirements for education and examination in case of online participation | Moodle, PowerPoint presentation, lecture notes, additional digital resources |
| literature / references | Hoffmann, K. D.; Bateson, J. E. G.; Wood, E. H. (2009): Services Marketing. Concepts, Strategies and Cases, Andover: Cengage Learning; Lovelock, C.; Wirtz, J. (2018): Services Marketing, 8. int. ed., Boston: Pearson; McDonald. M.; Payne, S.; Frow, P. (2011): Marketing Plans for Services: A Complete Guide. Chichester: Wiley; Zeithaml, V. A.; Bitner, M. J.; Gremler, D. D. (2017): Services Marketing. 7. int. ed., London: McGraw Hill. |
| evaluation of teaching | |