- Docente: Chiara Orsingher
- Credits: 6
- SSD: SECS-P/08
- Language: Italian
- Teaching Mode: Traditional lectures
- Campus: Bologna
- Corso: Second cycle degree programme (LM) in Business Administration (cod. 0897)
Learning outcomes
At the end of the course the student will be familiar with some advanced concepts and techniques of the management of services companies. In particular, the student will be able to analyze and take decisions about the whole service process, from the development of the service concept to its evaluation.
Course contents
PLEASE NOTE: The course starts in February 2013
The service delivery system. Customers' roles in service delivery.
Employees' role in service delivery. The service profit chain.
Customer satisfaction and its effects on customer loyalty. The
service recovery. Word-of-mouth and customer referrals.
Readings/Bibliography
Collection of selected readings extracted from italian and english
textbooks available at "Asterisco"Via Belle Arti 35 (next to
the Bigiavi library)
Students not attending classes have to study alao "Services
Marketing"Zeithaml, Bitner and Gremler, McGraw Hill
Looking for the street? Go to:
http://www.unibo.it/CMSUniboWeb/UniboMappe/
Teaching methods
Lessons on the topics of the syllabus and case study analysis and presentation by the students
Assessment methods
Written exam featuring one or a combination
of the followings:
open-ended questions, exercices,
definitions
Teaching tools
Slides. Slides are not distributed to
students as they only serve as a track to discuss the issues that
are developed in the recommended readings.
Talks of invited speakers (managers and
academics)
Links to further information
http://www2.sa.unibo.it/docenti/chiara.orsingher/
Office hours
See the website of Chiara Orsingher