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

The sessions will be structured as follows:Lecture using PowerPoint Slides and handoutsA revision of topics covered in the previous sessionQ/A on the topics covered in the current lectureGroup work

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

A detailed list of literature will be available on Moodle. 

Group or  Individual Presentation; depending on the number of enrolled studentsA short paperCompulsory Attendance (see below for provisions)The minimum requirement to complete the course is 60%. A detailed overview will be given in the first session of the lecture.

Course slidesAll resources consulted during the sessions

The following performance criteria need to be met in order to successfully complete the courses classified as “Vorlesungs-Kurs” (VC):Attendance: you are allowed to miss maximum one session with justification communicated before the session or immediately after the session and without impacting your final grades. NOTE: Attendance in the first session and in the session where group presentation takes place are mandatory. Partial performance (meeting the respective deadlines)Making the group presentationSubmitting the final assignment within the communicated deadline (summer term 31.07. and winter term 28./29.02.)In cases where the above-mentioned performance criteria are not met, the course will be evaluated negatively with immediate effect, and students need to retake the course.Grading system:PointsGrade100-90189-80279-70369-604<605