Customer Orientation and Complaint Management
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Teaching
Details
Faculty Faculty of Management, Economics and Social Sciences Domain Business Administration Code UE-EGE.00083 Languages English Type of lesson Lecture
Level Master Semester AS-2025 Schedules and rooms
Summary schedule Tuesday 13:15 - 16:00, Hebdomadaire (Autumn semester)
Hours per week 3 Teaching
Documents
Bibliography Kotler/Armstrong (2007): Principles of Marketing
Solomon/Marshall/Stuart (2006): Marketing
Homburg/Kuester/Krohmer (2009): Marketing Management
Doole/Lancaster/Lowe (2005): Understanding and Managing Customers
Bruhn (2003): Relationship Marketing
Egan (2008): Relationship Marketing
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Dates and rooms
Date Hour Type of lesson Place 16.09.2025 13:15 - 16:00 Cours 23.09.2025 13:15 - 16:00 Cours 30.09.2025 13:15 - 16:00 Cours 07.10.2025 13:15 - 16:00 Cours 14.10.2025 13:15 - 16:00 Cours 21.10.2025 13:15 - 16:00 Cours 28.10.2025 13:15 - 16:00 Cours 04.11.2025 13:15 - 16:00 Cours 11.11.2025 13:15 - 16:00 Cours 18.11.2025 13:15 - 16:00 Cours 25.11.2025 13:15 - 16:00 Cours 02.12.2025 13:15 - 16:00 Cours 09.12.2025 13:15 - 16:00 Cours 16.12.2025 13:15 - 16:00 Cours -
Assessments methods
Written exam - SS-2026, Session de rattrapage 2026
Assessments methods By rating Descriptions of Exams Examination time: 60 Min.
Re-take exam only
Evaluation continue et examen écrit - AS-2025, Session d'hiver 2026
Assessments methods By rating Descriptions of Exams Examination time: 60 Min.
Course with continuous evaluation: after the registration period, you can no longer cancel your registration (see session calendar on the Faculty's website).
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Assignment
Valid for the following curricula: BeNeFri - Sciences économiques et sociales
Version: 2018-SP_V01 - SES BeNeFri
Course > Master course offering for BeNeFri Students
Complementary learnings in SES or mobility students
Version: ens_compl_ses
Master course offering for Mobility Students - As of FS-2025 > Courses in Management
Doc - Business Informatics
Version: 20210713
Elective courses > Wahlkurse UNIFR
Doc - Economics
Version: 2002-SA_V01
Cours a choix > Wahlkurse UNIFR
Doc - Economie quantitative
Version: 2002-SA_V01
Cours a choix > Wahlkurse UNIFR
Doc - Management
Version: 2002-SA_V01
Cours a choix > Wahlkurse UNIFR
Doc - Management in Nonprofit-Organisation
Version: 2002-SA_V01 -60 ECTS Théoriques
Elective courses > Wahlkurse UNIFR
Doc - Sciences sociales
Version: 2002-SA_V01
Cours a choix > Wahlkurse UNIFR
Doc - Sciences économiques et sociales
Version: 2002-SA_V01
Cours a choix > Wahlkurse UNIFR
Ma - Accounting and Finance - 120 ECTS
Version: 2024-SP_V02 - DD Caen
UniFr courses > Elective courses - Max 18 ECTS > SES Master level courses
Ma - Accounting and Finance - 90 ECTS
Version: 2021-SA_V02 - Dès SA-2024
Course - 72 ECTS > Minimum 0 / maximum 1 optional master course offered at the University of Fribourg, if 72 ECTS not yet reached in the above modules > SES Master level courses
Ma - Business Communication - Management - 90 ECTS
Version: 2022-SA_V03
Courses - 60 ECTS > Management > 30 ECTS parmi les modules : > MAR: Marketing
Ma - Business Communication : Business Informatics - 90 ECTS
Version: 2024-SA_V03
OPTION Information Management > Business Informatics Courses > Modules management > MAR: Marketing
Ma - Business Informatics - 90 ECTS
Version: 2020-SA_V01
Classes - min. 45 ECTS > Modules management - max. 15 ECTS > MAR: Marketing
Ma - Communication and Society - 90 ECTS
Version: 2021-SA_V03
Forschungsbereiche > Inter- & Transdisciplinary Perspectives
Ma - Economics - 90 ECTS
Version: 2021-SA_V04
Le choix de l'option se fait par l'inscription au premier cours dans l'une des options possibles. > Business Economics > Elective courses in Business Economics > Wahlkurse der SES-Fakultät - max. 15 ECTS > SES Master level coursesLe choix de l'option se fait par l'inscription au premier cours dans l'une des options possibles. > Sustainable Development and Social Responsibility > Elective courses in Sustainable Development and Social Responsibility > Elective courses of the SES Faculty - max. 15 ECTS > SES Master level coursesLe choix de l'option se fait par l'inscription au premier cours dans l'une des options possibles. > Public Economics and Policy > Elective courses in Public Economics and Policy > Elective courses of the SES Faculty - max. 15 ECTS > SES Master level coursesLe choix de l'option se fait par l'inscription au premier cours dans l'une des options possibles. > Quantitative Economics > Elective courses in Quantitative Economics > Courses from the SES faculty - max. 15 ECTS > SES Master level coursesCourse selection for the Master WITHOUT options > Elective courses > Elective courses of the SES Faculty - max. 15 ECTS > SES Master level courses
Ma - International and European Business - 90 ECTS
Version: 2021-SA_V01 - dès SA-2024
Courses > Additional courses > SES Master level coursesCourses > Modules > One complete module taken from the following list > MAR Module validation element group > MAR: Marketing > Core coursesCourses > Modules > Elective courses of the management modules > Elective courses of the management modules > Elective courses for the Master in management
Ma - Management - 90 ECTS
Version: 2021-SA_V03 - Dès SA-2024
Courses: min. 72 ECTS > Elective courses > SES Master level coursesCourses: min. 72 ECTS > Modules - min 54 ECTS > Elective courses taken outside a validating module > Elective courses in the management modules > Elective courses for the Master in managementCourses: min. 72 ECTS > Modules - min 54 ECTS > Minimum of 3 modules with a minimum of 18 ECTS and 2 core courses > MAR Module validation element group > MAR: Marketing > Core courses
Ma - Marketing - 90 ECTS
Version: 2021-SA_V03 - Dès SA-2024
Courses - 72 ECTS > Marketing Module > Marketing Module validation element group > MAR: Marketing > Core coursesCourses - 72 ECTS > Elective Master courses from the whole university > SES Master level courses
MiMa - Business Informatics - 30 ECTS
Version: 2020-SA_V01
Cours > Modules management > MAR: Marketing
MiMa - Gestion d'entreprise - 30 ECTS
Version: 2021-SA_V01
Elective courses - 30 ECTS > MAR: Marketing