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040043 KU eServices (MA) (2017S)
4.00 ECTS (2.00 SWS), SPL 4 - Wirtschaftswissenschaften
Continuous assessment of course work
max. 50 participants
Language: Englisch
Lecturer: Mag. Sebastian Margiol, MSc
Dates
Wednesday 01-03-2017 09:45 - 13:00 seminar room 16 Oskar-Morgenstern-Platz 1 3rd level
Wednesday 15-03-2017 09:45 - 13:00 seminar room 16 Oskar-Morgenstern-Platz 1 3rd level
Wednesday 29-03-2017 09:45 - 13:00 seminar room 16 Oskar-Morgenstern-Platz 1 3rd level
Wednesday 26-04-2017 09:45 - 13:00 seminar room 16 Oskar-Morgenstern-Platz 1 3rd level
Wednesday 10-05-2017 09:45 - 13:00 seminar room 16 Oskar-Morgenstern-Platz 1 3rd level
Wednesday 24-05-2017 09:45 - 13:00 seminar room 16 Oskar-Morgenstern-Platz 1 3rd level
Wednesday 07-06-2017 09:45 - 13:00 seminar room 16 Oskar-Morgenstern-Platz 1 3rd level
Wednesday 21-06-2017 09:45 - 11:15 Hörsaal 14 Oskar-Morgenstern-Platz 1 2nd level
Aims, contents and method of the course
The eServices (electronic services) is the idea that the World Wide Web is moving beyond eBusiness and eCommerce - into a new phase where many business services are provided via the Web. eGovernment is an example for a non-commercial online service that is provided by the government.
As an umbrella term for services over the Internet, eServices includes different activities such as electronic business transactions for handling online orders, application hosting by Application Service Providers (ASPs) and any processing capability that is obtainable on the Web. By using this e-services concept, any application program is a potential eService, and Internet service providers (ISPs) as well as other companies serve as logical distributors or access points for such services.
Despite different definitions of the eService concept, it can be argued that they all agree about the role of technology, especially the Internet, in facilitating the delivery of services. Such services are ubiquitous in everyday life and therefore for the entire society likewise. In recent years technologies like Smartphones enabled access to services everywhere at every time with further boosts the relevance of eServices.
Thus, the objective of this course is to provide an insight into the concept of eServices, their delivery channels and platforms, as well as management and engineering issues. At the end of the course, students will be able to understand the terminology and to classify ranges of eService applications. Additionally, students will acquire a competence in eServices and Service management. Besides, Students will be able to assess the quality of eServices (perform eServices business value assessment).
Training methods are deliberated to advance a knowledge base, boost critical thinking, create responsiveness, and provide practical operations related skills. Summative learning process assessment includes active participation in class activities. For formative learning assessment, a case study needs to be prepared in group and presented in class. Additionally a short mid-term exam and a final end exam will be held.
The course represents one sub-module covering 2 hours per week (4 ECTS) and is held during summer term.
Assessment and permitted materials
Performance will be evaluated according to following criteria:
Regular attendance is a prerequisite for passing the course.
Short mid-term exam (individual performance) 10%
Written case elaboration (group performance) 35%
Short in-class activities (individual/group performance) 20%
Final written exam (individual performance) 35%
Minimum requirements and assessment criteria
Following grading system is applied for evaluation:
(1) Sehr gut 87.5% - 100%
(2) Gut 75% - 87%
(3) Befriedigend 62.5% - 74.5%
(4) Genügend 50% - 62%
(5) Nicht Genügend Below 50%
If the prerequisite of achieving more than 50% according to the presented grading system is fulfilled, distinguished participation within class activities and on the learning platform is positively rewarded.
Examination topics
The lecture slides serve as key learning material. Additionally, selected articles and background material will be provided on the course platform.
Reading list
Voluntary Readings:
- Roland T. Rust and P. K. Kannan (Eds.). M. E. Sharpe, 2002. E-Service: New Directions in Theory and Practice. Inc., Armonk, NY, USA.
- Papazoglou Michael, Web Services: Principles and Technology, Prentice Hall; 1st Edition, September 2007.
- Ching M. Chang, Service Systems Management and Engineering: Creating Strategic Differentiation and Operational Excellence, 1 edition, Wiley, April 2010.
- Glushko, Robert, Describing Service Systems, Human Factors and Ergonomics in Manufacturing & Service Industries, in press 2012.
- Daskin, Mark S., Service Science, 1. Edition, John Wiley & Sons, November 2010.
- Glushko Robert, Seven Contexts for Service System Design, in Maglio, P. P., Kieliszewski, C, & Spohrer, J. Handbook of Service Science, 219‐249, 2010.
- Zhilin Yang, Measuring E-Service Quality and Its Linkage to Customer Loyalty, LAP Lambert Acad. Publ., 2010
- John Tschohl, E-Service: Speed, Technology, and Price Built Around Service, Best Sellers Publishing, 2001.
- Michael Bell, Service-Oriented Modeling (SOA): Service Analysis, Design, and Architecture, Wiley, 2008.
- Stefanie Paluch, Remote Service Technology Perception and its Impact on Customer-Provider Relationships: An Empirical Exploratory Study in a B-to-B-setting, Applied Marketing Science, Gabler Research, Springer, 2011.
Letzte Änderung: 19.06.2017, 15:05 | 746 Worte