Intendierte Lernergebnisse
By the end of the course, you should be able to:Define and explain service management concepts that are building blocks of the concepts of service failure and recoveryUnderstand the contexts, reasons, and consequences of service failureUnderstand the theoretical underpinnings of service recoveryComprehend emerging issues in service failure and recovery based on literatureCritically analyze service failure situations in technology-enabled service environment such as self-service technologiesApply appropriate concepts, models, tools and techniques of service failure and recovery, both in a theoretical context but also in applied real-world situationsApply service recovery strategies in practice across variety of industries based on scientific evidenceRefine your critical thinking and communication skills
Lehrmethodik
The sessions will be structured as follows:A revision of topics covered in the previous sessionLecture using PowerPoint Slides Q/A on the topics covered in the current lectureGroup work
Inhalt/e
The course is broken down into four parts covering:A comprehensive introduction to concepts relevant for understanding service failure and service recoveryReasons, contexts, and outcomes of service failures and the relevant theoretical backgroundService recovery strategies and their theoretical underpinningsEmerging issues in service failure and recovery
Erwartete Vorkenntnisse
No prior knowledge is required.
Literatur
Books1. Wilson, A., Zeithaml, V. A., Jo Bitner, M., & Gremler, D. D. (2016). Services Marketing Integrating Customer Focus Across the Firm Third European Edition. McGraw-Hill Inc.2. Wirtz, J., & Lovelock, C. (2017). Essentials of Services Marketing (3rd ed.). Pearson Education Limited.Scientific Articles1. Bitner, M. J., Ostrom, A. L., & Morgan, F. N. (2008). Service Blueprinting: A Practical Technique for Service Innovation. 50(3).2. Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing. Journal of Marketing, 62(2), 60–76. 3. Roschk, H., & Gelbrich, K.(2014). Identifying Appropriate Compensation Types for Service Failures: AMeta-Analytic and Experimental Analysis. Journal of Service Research, 17(2),195–211. 4. Tax, S. S., McCutcheon, D.,& Wilkinson, I. F. (2013). The Service Delivery Network (SDN): ACustomer-Centric Perspective of the Customer Journey. Journal of ServiceResearch, 16(4), 454–470. 5. Dabholkar, P. A., & Spaid,B. I. (2012). Service failure and recovery in using technology-basedself-service: effects on user attributions and satisfaction. The ServiceIndustries Journal, 32(9), 1415–1432.6. Meuter, M. L., Ostrom, A. L.,Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies:Understanding customer satisfaction with technology-based service encounters. Journalof Marketing, 64(3), 50–64. 7. Van Vaerenbergh, Y., Varga, D.,De Keyser, A., & Orsingher, C. (2019). The Service Recovery Journey:Conceptualization, Integration, and Directions for Future Research. Journalof Service Research, 22(2), 103–119.