By the end of the course, you should be able to:Define and explain concepts that are building blocks of service failure and recoveryUnderstand the contexts, reasons, and consequences of service failureUnderstand the theoretical underpinnings of service recoveryComprehend emerging issues in current 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

Most 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 lectureA range of group activities

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 and in-class activities (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 in ALL sessions is mandatory. If you cannot come to a session due to an unavoidable circumstances, please talk to your lecturer about your situation and next steps. 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.Use of Artificial Intelligence ToolThe use of AI tools (i.e., ChatGPT ) is explicitly prohibited in the critical appraisal part of the Short Paper.To verify autonomy on performance criteria, that don’t allow the use of AI tools, students might be required to participate in a “follow-up discussion ” with the course lecturer.Grading system:PointsGrade100-90189-80279-70369-604<605