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Service Excellence

Course code
Course type
MSc Course
Weekly Hours
HS 2019
Prof. Dr. Carl Marcus Wallenburg
Please note that exchange students obtain a higher number of credits in the BSc-program at WHU than listed here. For further information please contact directly the International Relations Office.
Services have become the cornerstone of modern economies. This course enables students to understand the key challenges of service companies and design solutions to create truly excellent services and service companies.
Topics covered include:
  • Nature of services and service strategy
  • The role of the customers and the supplier
  • Designing service processes
  • Managing demand
  • Queues and waiting times
  • Logistics Services
Date Time
Tuesday, 29.10.2019 11:30 - 15:15
Tuesday, 19.11.2019 09:45 - 13:00
Thursday, 28.11.2019 11:30 - 15:15
Tuesday, 10.12.2019 09:45 - 11:15
Thursday, 19.12.2019 13:45 - 15:15
Different theories from Service and Relationship Management (e.g., TCE, Relational View, Queuing Theory), Walk-through-Analysis
Fitzsimmons J.A., Fitzsimmons M.J., 2013. Service Management: Operations, Strategy, Information Technology, 8th edition (global edition) Chase and Apte (2007), "A history of research in service operations: What's the big idea?", Journal of Operations Management, 25 (2007), 375-386 Shostack, G. L.: "Designing Services that Deliver", Harvard Business Review, Vol. 62, January/February 1984, S. 133 ff Frei 2006. "Breaking the trade-off between efficiency and service". Harvard Business Review. 84(11): 92-101 Norman 2009. "Designing waits that work". MIT Sloan Management Review. 50(4): 23-28
Exam, Student Assignments, Presentations
Basic knowledge in Operations Management
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