Universität Wien FIND

Bedingt durch die COVID-19-Pandemie können kurzfristige Änderungen bei Lehrveranstaltungen und Prüfungen (z.B. Absage von Vor-Ort-Lehre und Umstellung auf Online-Prüfungen) erforderlich sein. Melden Sie sich für Lehrveranstaltungen/Prüfungen über u:space an, informieren Sie sich über den aktuellen Stand auf u:find und auf der Lernplattform moodle. ACHTUNG: Lehrveranstaltungen, bei denen zumindest eine Einheit vor Ort stattfindet, werden in u:find momentan mit "vor Ort" gekennzeichnet.

Regelungen zum Lehrbetrieb vor Ort inkl. Eintrittstests finden Sie unter https://studieren.univie.ac.at/info.

Achtung! Das Lehrangebot ist noch nicht vollständig und wird bis Semesterbeginn laufend ergänzt.

040016 KU Service Science (MA) (2021S)

4.00 ECTS (2.00 SWS), SPL 4 - Wirtschaftswissenschaften
Prüfungsimmanente Lehrveranstaltung
DIGITAL

Die Lehrveranstaltung wird asynchron abgehalten. Die Vorbesprechung findet synchron am 9.3. statt.
http://bwl.univie.ac.at/ebusiness/lehre/

An/Abmeldung

Hinweis: Ihr Anmeldezeitpunkt innerhalb der Frist hat keine Auswirkungen auf die Platzvergabe (kein "first come, first serve").

Details

max. 40 Teilnehmer*innen
Sprache: Englisch

Lehrende

Termine (iCal) - nächster Termin ist mit N markiert

The course will be held in the form of a video lecture with asynchronous videos. This means that you will learn the content with the help of short videos that you can access at any time via Moodle.

Please come to the first class session on March 9, 1:15-2:00 p.m. Project groups will be formed during this meeting.

The online exams (Moodle) will be held at the following times:
Midterm exam: Fri, April 23, 8:30-9:05 p.m.
Final exam: Fri, June 18, 8:30-9:05 p.m.

Dienstag 09.03. 13:15 - 14:00 Digital
Dienstag 29.06. 15:00 - 16:30 Digital

Information

Ziele, Inhalte und Methode der Lehrveranstaltung

This course is designed to explore the various dimensions of service management and to prepare students for management opportunities in service firms, which represent the fastest-growing sector of the economy. The course will study service management from an integrated viewpoint. The material will integrate operations, strategy, marketing, information technology, and organizational issues.
The specific objectives of the course are:
• To identify special characteristics of service management and compare them with those of manufacturing management.
• To develop an understanding of the "state of the art" of service management thinking.
• To integrate the knowledge gained in other courses (both e-business courses and general management courses) into the area of service management.
• To appreciate the organizational significance of managing the service encounter
• To develop an awareness of the opportunities that information technology can have for enhancing service firm’s competitiveness.
Topics:
The role of services in the economy
Service strategy
New service development
The service encounter
Supporting facility and process flows
Service quality
Process improvement
Managing service operations
Demand and capacity management
Managing waiting lines
Teaching methods:
The course will be held in the form of a video lecture with asynchronous videos. This means that you will learn the content with the help of short videos that you can access at any time via Moodle. In addition, there will be online consultation hours where I will be available to answer your questions about the course content and assignments.

Art der Leistungskontrolle und erlaubte Hilfsmittel

The final grade will be based on a midterm and final exam as well as various written assignments (mini projects).
Breakdown of the grade:
Midterm exam (online) 35%
Final exam (online) 35%
Assignments 30%

Mindestanforderungen und Beurteilungsmaßstab

The following grading system is used:
87.5% - 100% = “Sehr gut” (1) - Excellent
75% - 87% = “Gut” (2) - Good
62.5% - 74.5% = “Befriedigend” (3) - Fair
50% - 62% = “Genügend” (4) - Satisfactory
Below 50% = “Nicht Genügend” (5) - Fail

Prüfungsstoff

The exams are based on the lecture videos and written materials published on the course website (Moodle).

Literatur

Bordoloi, S., Fitzsimmons, J. and Fitzsimmons, M., 2019. Service Management. 9th ed. New York: McGraw-Hill Education.
Gemmel, P., Looy, B. and Dierdonck, R., 2013. Service Management. 3rd ed. Harlow, England: Presidio Pr.
Daskin, M., 2010. Service Science. New Jersey: John Wiley.

Zuordnung im Vorlesungsverzeichnis

Letzte Änderung: Mi 30.06.2021 09:48