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Vorlesung + Übung: Advanced Services Marketing - Details
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Lehrveranstaltung wird online/digital abgehalten.

General information

Semester WS 2021/22
Current number of participants 61
Home institute Prof. Dr. Michael Paul - Value Based Marketing
Courses type Vorlesung + Übung in category Teaching
First date Mon , 18.10.2021 08:15 - 08:15, Room: (online)
Online/Digitale Veranstaltung Veranstaltung wird online/digital abgehalten.
Hauptunterrichtssprache englisch

Course location / Course dates

(J 1101/1102 with livestream) Wednesday: 10:15 - 11:45, weekly (13x)
(online) Wednesday: 10:15 - 11:45, weekly (1x)
Wednesday: 18:15 - 18:15, weekly (12x)
Monday. 18.10.21 08:15
Monday. 13.12.21 10:15 - 11:45

Module assignments

Comment/Description

- Introduction to services marketing
- Experimentation in services marketing
- Managing employees I: Importance of employees in service delivery
- Managing employees II: Organizational-level determinants (e.g., service climate)
- Managing employees III: Team-level determinants (e.g., leadership)
- Managing employees IV: Employee-level determinants (e.g., emotional display & labor)
- Managing employees V: Measuring employee performance
- Managing customers I: Importance of customers in service delivery
- Managing customers II: Integration of customers in service delivery
- Managing customers III: Customer and organizational outcomes