If you have previously registered in this online course and wish to register again, please contact us at 453-4646 to complete the registration process.
|Course No. and Title:||ADM 4326 Customer Satisfaction and Loyalty|
|Credit Value:||Three (3) credit hours|
The purpose of this course is to introduce senior business administration students to the concepts and issues related to customer satisfaction and loyalty. To achieve this goal, students will be required to read and be prepared to discuss articles that are relevant to the course topics. Also, a major project will require application of the course material. Topics to be explored will include the marketing concept, complaining behaviour, satisfaction measurement, service quality, and customer relationship management.
|Prerequisite:||ADM 3315 or consent of the instructor|
Course topics will be presented in a sequence of modules. It is important that each module be completed before proceeding to the next module (course topic). Course topics will be introduced via assigned readings and will be explored in more detail with a combination of class discussions, experiential learning assignments, and a comprehensive application project.
|Course Texts:||Grant, E. Stephen (ed.), Readings in Customer Satisfaction and Loyalty, 2004, Copley Publishing Group.
Textbooks can be ordered from the UNB Fredericton Bookstore:
|Assignments & Examinations:||
The final grade for the course will be based on scores on two assignments, a concept test, an application project, and participation. The concept test will be a comprehensive open-book test of assigned articles and assignments.
All mid-term exams and final exams for online courses will be invigilated at an approved time and location. Please refer to the Online Exam Request Form to book.
|Time Limit:||6 months from registration date. All course exams and/or assignments must be completed by the designated end date of your course.|
Online courses are subject to an additional $100 non-refundable online fee per course. Fees are subject to change by the Board of Governors.
|Methods of Payment:||
Once you complete the Apply Now form below, please send payment. Methods of payment accepted: