Customer Satisfaction and Service Quality
- Faculty
Faculty of Business Management and Social Sciences
- Version
Version 1 of 18.10.2024.
- Module identifier
22B1189
- Module level
Bachelor
- Language of instruction
German
- ECTS credit points and grading
5.0
- Module frequency
only winter term
- Duration
1 semester
- Overall workload
The total workload for the module is 150 hours (see also "ECTS credit points and grading").
- Teaching and learning methods
Lecturer based learning Workload hours Type of teaching Media implementation Concretization 30 Seminar Presence - 30 Learning in groups / Coaching of groups Presence - Lecturer independent learning Workload hours Type of teaching Media implementation Concretization 15 Preparation/follow-up for course work - 30 Study of literature - 30 Presentation preparation - 15 Creation of examinations -
- Graded examination
- Portfolio exam
- Literature
Günter, B., Helm, S. (Ed.) (2017). Kundenwert. 4. Aufl. Wiesbaden: Springer Gabler. Herrmann, A., Homburg, C., Klarmann, M. (Ed.) (2008): Handbuch Marktforschung. 3. Aufl. Wiesbaden: Gabler. Homburg, C. (Ed.) (2016). Kundenzufriedenheit. 9. Aufl. Wiesbaden: Springer Gabler. Töpfer, A. (Ed.) (2008). Handbuch Kundenmanagement. 3. Aufl. Berlin: Springer. Winkelmann, P. (2013). Vertriebskonzeption und Vertriebssteuerung. 5. Aufl. München: Vahlen.
- Applicability in study programs
- Business Psychology
- Business Psychology B.Sc. (01.09.2024)
- Business Administration and Management
- Business Administration and Management, B.A.
- Person responsible for the module
- Zöller, Henrik
- Teachers
- Zöller, Henrik