ADM 4326

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.

Dr. E. Stephen Grant, Faculty of Administration, UNB, Fredericton
Phone: 506-458-7327
Fax: 506-453-3561
Email: grants@unb.ca

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.

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.

Click here to find more information on fees for this course.

Fees are subject to change by the Board of Governors.

Once you complete the Apply Now form below, please send payment. Methods of payment accepted:
Cash (Do not send in the mail. Please deliver to the College of Extended Learning, 2nd Level, Wu Centre, UNB Fredericton Campus)
Cheque or money order (Mail to UNB College of Extended Learning, PO Box 4400, Fredericton, New Brunswick, E3B 5A3)
MasterCard / VISA / American Express (Please call the College of Extended Learning at 1-866-599-4646  or 506 453-4646 with your credit card number, expiry date, and the name as it appears on the card. Please do not send credit card information via email).

Apply Now!