Economia e Management | SERVICE MANAGEMENT (ENGLISH)

cod. 0212700147

SERVICE MANAGEMENT (ENGLISH)

	0212700147
	DIPARTIMENTO DI SCIENZE AZIENDALI - MANAGEMENT & INNOVATION SYSTEMS
	EQF6
	BUSINESS MANAGEMENT
	2017/2018

CURRICULUM AMMINISTRAZIONE, FINANZA E CONTROLLO

	YEAR OF DIDACTIC SYSTEM 2014
	PRIMO SEMESTRE

TEACHING UNITS

	SSD	CFU	HOURS	ACTIVITY	TYPE OF ACTIVITY
	SECS-P/08	5	15	LESSONS	OPTIONAL SUBJECTS

	Objectives
	STUDENTS WILL ACQUIRE THE ABILITY IN READING AND INTERPRETING MANAGERIAL AND MARKETING PHENOMENA, WHICH GOES BEYOND THE TRADITIONAL DISTINCTION BETWEEN GOODS AND SERVICES IN ORDER TO EMBRACE A NEW LOGIC BASED ON INTANGIBLE RESOURCES, RELATIONSHIPS AND VALUE CO-CREATION PHENOMENA. STUDENTS WILL BE ABLE TO OUTLINE AND USE ADVANCED MARKETING METHODOLOGIES (MODELS, TECHNIQUES AND TOOLS) POINTING TO THE DEVELOPMENT OF STRONG MARKET RELATIONSHIPS RELATED NOT ONLY TO SERVICE COMPANIES, BUT ALSO TO EVERY KIND OF ORGANIZATION WHICH AIM AT CO-CREATING VALUE ACCORDING TO THE PARADIGM OF SERVICE-DOMINANT LOGIC. THE MAIN ACQUIRED EXPERTISE WILL BE: - THE USE OF A CORRECT AND ADVANCED LANGUAGE OF SERVICE COMPANIES - CUSTOMER MANAGEMENT AND PARTICIPATION - KEY ISSUES AND EMERGENT PROBLEMS IN SERVICE MARKETING AND MANAGEMENT - MANAGING SERVICE AND RELATIONS THE MAIN STUDENTS’ SKILLS ACQUIRED IN TERMS OF CAPABILITIES WILL BE: - RUNNING MANAGEMENT ACTIVITIES WITHIN SERVICES COMPANIES - ARRING OUT CONSULTING ACTIVITIES - IMPLEMENTING APPROPRIATE TOOLS AND TECHNIQUES

STUDENTS WILL ACQUIRE THE ABILITY IN READING AND INTERPRETING MANAGERIAL AND MARKETING PHENOMENA, WHICH GOES BEYOND THE TRADITIONAL DISTINCTION BETWEEN GOODS AND SERVICES IN ORDER TO EMBRACE A NEW LOGIC BASED ON INTANGIBLE RESOURCES, RELATIONSHIPS AND VALUE CO-CREATION PHENOMENA.

STUDENTS WILL BE ABLE TO OUTLINE AND USE ADVANCED MARKETING METHODOLOGIES (MODELS, TECHNIQUES AND TOOLS) POINTING TO THE DEVELOPMENT OF STRONG MARKET RELATIONSHIPS RELATED NOT ONLY TO SERVICE COMPANIES, BUT ALSO TO EVERY KIND OF ORGANIZATION WHICH AIM AT CO-CREATING VALUE ACCORDING TO THE PARADIGM OF SERVICE-DOMINANT LOGIC.

THE MAIN ACQUIRED EXPERTISE WILL BE:
- THE USE OF A CORRECT AND ADVANCED LANGUAGE OF SERVICE COMPANIES
- CUSTOMER MANAGEMENT AND PARTICIPATION
- KEY ISSUES AND EMERGENT PROBLEMS IN SERVICE MARKETING AND MANAGEMENT
- MANAGING SERVICE AND RELATIONS

THE MAIN STUDENTS’ SKILLS ACQUIRED IN TERMS OF CAPABILITIES WILL BE:
- RUNNING MANAGEMENT ACTIVITIES WITHIN SERVICES COMPANIES
- ARRING OUT CONSULTING ACTIVITIES
- IMPLEMENTING APPROPRIATE TOOLS AND TECHNIQUES

	Prerequisites
	THE STUDENT MUST HAVE ACQUIRED BASIC KNOWLEDGE IN THE FIELD OF MARKETING MANAGEMENT.

	Contents
	- SERVICE MANAGEMENT PRINCIPLES - THE NATURE OF SERVICE AND SERVICE CONSUMPTION - QUALITY MANAGEMENT IN SERVICE - STRUCTURE, RESOURCES AND SERVICE PROCESSES - MANAGING SERVICE AND RELATIONSHIPS

	Teaching Methods
	THE COURSE PROVIDES 15 HOURS (5 CFU) OF FRONTAL LESSONS IN ENGLISH.

	Verification of learning
	VERIFICATION OF LEARNING WILL BE MADE WITH FINAL EXAMINATION. FINAL EVALUATION WILL BE ON A SCALE OF THIRTY. FINAL EXAMINATION WILL BE ARTICULATED IN A COLLOQUY LASTING NO MORE THAN TWENTY MINUTES.