Syllabus
ADM4326 – Customer Satisfaction and Loyalty
Course Objectives
The learning objectives of this course are listed below the forthcoming statement of Assurance of Learning for the Faculty of Management’s BBA program. ADM 4326 contibutes to the Faculty of Management’s accomplishment of its objectives for the BBA program.
Assurance of Learning
The Faculty of Management has the following objectives:
Our faculty is pursuing accreditation, which provides a framework for assurance of learning. When students graduate from our BBA program, we will ensure you master a set of key obectives. These are assessed through two testing mechanisms, the Iliad assessment (soft skills) and the Business Knowledge and Application Test (B-KAT). You will be asked to complete the pre-test when you take ADM1165 Business Communications and the post-test when you take ADM4143 Strategic Management. The test results serve as an input to evaluate and improve the core BBA program. Your assistance with this process will help us to continuously close the loop and further enhance the quality of the program.
The outcomes specific to ADM 4326 apply primarily to Core Knowledge of customer satisfaction and loyalty (specifically 1.1), Analysis and Problem Solving (specifically 2.1 and 2.2), Critcal and Creative Thinking (specifically 3.2 and 3.3), and Communication (specifically 5.1).
Learning Objectives
By the end of this course, you will be able to:
• Define core customer satisfaction and loyalty terms, measurement tools, and concepts.
• Solve customer satisfaction and loyalty problems by applying analytical tools, and by demonstrating critical and creative thinking.
• Prepare and present management reports.
Prerequisites and Technical Skills
All students taking this course must have already taken ADM 2315 (or an equivalent course) or have permission from the course instructor.
Course Resources
Required Resources
Textbook
A textbook has not been assigned for this course.
Required Readings
Most course modules include a teaching note and assigned readings (scholarly articles). The teaching notes and the articles are provided within the respective modules. The assigned articles can also be sourced via a search of the UNB library databases or via HIL reserves.
Technology
You will be downloading/accessing the following programs during this course:
• PDF Reader
• PPT Tool
• Respondus (an e-proctoring software solution used for exam invigilation)
o The Respondus LockDown Browser is a custom internet browser that students download and install to ‘lock down’ the D2L exam experience.
You will need access to the following hardware:
• A laptop/computer device with a working webcam either a built in webcam or an external webcam is acceptable)
o The webcam is needed to complete the Final Exam using Respondus.
Please note that instructions on how to download/access these programs will be provided during the relevant course session. Students are expected to read, understand, and abide by all privacy policies and terms of use for all technology used in the course.
Assessments
|
Assessments
|
Description
|
Weight
(out of
100%)
|
|
Participation
|
Active and thoughtful participation on the discussion boards for Modules 2, 4, 6, 8, and 10. Participation will be assessed at the end of the course.
|
10%
|
|
Measurement Tool
Assignment
|
A research paper that demonstrates your knowledge of three customer measurement tools (the ACSI, CSAT, and NPS measurement tool).
|
10%
|
|
Customer
Feedback
Assignment
|
A research paper that presents your findings following a literature review of scholarly articles related to comment cards, and other feedback tools and
practices.
|
15%
|
|
Final Exam
|
Comprehensive, covering all modules. Open book. Answer 4 or 5 essay type questions (each question may contain multiple parts).
Note: Any student who does not write the final exam will have failed to meet the course requirements and will receive a grade of “F” for the course.
|
30%
|
|
Application
Project
|
Develop a report and prepare a slide deck presentation in PowerPoint.
|
35%
|
Refer to the “Course Exam Guide” for instructions on how to arrange your exam.
Students are responsible for scheduling the final exam about two weeks in advance of the time you want to write the exam. To do so, use the Course Exam Guide outlined in the Start Here module of D2L.
Grading
Final grades will be reported as follows:
|
Letter
Grade
|
Percentage Grade Range
|
Grade Points
|
Criteria
|
|
A+
|
96- 100
|
4.3
|
Excellent performance
|
|
A
|
90-95
|
4.0
|
Excellent performance
|
|
A-
|
85-89
|
3.7
|
Excellent performance
|
|
B+
|
80-84
|
3.3
|
Good performance
|
|
B
|
75-79
|
3.0
|
Good performance
|
|
B-
|
70-74
|
2.7
|
Good performance
|
|
C+
|
65-69
|
2.3
|
Satisfactory performance
|
|
C
|
60-64
|
2.0
|
Satisfactory performance
|
|
D
|
55-59
|
1.0
|
Less-Than-Satisfactory performance
|
|
F
|
00-54
|
0.0
|
Failure
|
|
WF
|
|
0.0
|
Failure
|