ADM 4326

Subject: Business Administration

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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
Course Description:

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 Author:

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

Course Format:

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.

Assignments (2 - 15%) 30%
Late-term Concept Test 20%
Participation 10%
Application Project 40%
Total Marks 100%

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.
More information on fees for this course.

Methods of Payment:

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!
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.