Studying at the University of Verona

Here you can find information on the organisational aspects of the Programme, lecture timetables, learning activities and useful contact details for your time at the University, from enrolment to graduation.

Type D and Type F activities

This information is intended exclusively for students already enrolled in this course.
If you are a new student interested in enrolling, you can find information about the course of study on the course page:

Laurea magistrale in Management e strategia d’impresa - Enrollment from 2025/2026
Academic year:
primo semestre (lauree) From 9/28/20 To 12/23/20
years Modules TAF Teacher
1° 2° Future matters D Alessandro Bucciol (Coordinator)
1° 2° Future matters D Alessandro Bucciol (Coordinator)
primo semestre (lauree magistrali) From 10/5/20 To 12/23/20
years Modules TAF Teacher
1° 2° The fashion lab (1 ECTS) D Maria Caterina Baruffi (Coordinator)
1° 2° The fashion lab (2 ECTS) D Maria Caterina Baruffi (Coordinator)
1° 2° The fashion lab (3 ECTS) D Maria Caterina Baruffi (Coordinator)
secondo semestre (lauree) From 2/15/21 To 6/1/21
years Modules TAF Teacher
1° 2° Design and Evaluation of Economic and Social Policies D Federico Perali (Coordinator)
1° 2° Public debate and scientific writing - 2020/2021 D Martina Menon (Coordinator)
1° 2° Soft skills coaching days Vicenza (terza edizione) - 2020/2021 D Paola Signori (Coordinator)
1° 2° Wake up Italia - 2020/2021 D Sergio Noto (Coordinator)
List of courses with unassigned period
years Modules TAF Teacher
1° 2° Ciclo di video conferenze: "L’economia del Covid, Verona e l’Italia. Una pandemia che viene da lontano?" - 2020/21 D Sergio Noto (Coordinator)
1° 2° Ciclo tematico di conferenze (on-line): “Come saremo? Ripensare il mondo dopo il 2020” - 2020/21 D Federico Brunetti (Coordinator)
1° 2° Corso di lingua tedesca - livello a1 (1 cfu) - 2020 (2020/2021) D Giorgio Mion (Coordinator)
1° 2° Corso di lingua tedesca - livello a1 (3 cfu) - 2020 (2020/2021) D Giorgio Mion (Coordinator)
1° 2° Data Analysis Laboratory with R (Vicenza) D Marco Minozzo (Coordinator)
1° 2° Data Visualization Laboratory D Marco Minozzo (Coordinator)
1° 2° Python Laboratory D Marco Minozzo (Coordinator)
1° 2° Data Science Laboratory with SAP D Marco Minozzo (Coordinator)
1° 2° Advanced Excel Laboratory (Vicenza) D Marco Minozzo (Coordinator)
1° 2° Excel Laboratory (Vicenza) D Marco Minozzo (Coordinator)
1° 2° Marketing plan - 2020/21 D Virginia Vannucci (Coordinator)
1° 2° Programming in Matlab D Marco Minozzo (Coordinator)
1° 2° Programming in SAS D Marco Minozzo (Coordinator)
Integrated Financial Planning - 2020/21 D Riccardo Stacchezzini (Coordinator)

Teaching code

4S008087

Coordinator

Angelo Bonfanti

Credits

9

Language

Italian

Scientific Disciplinary Sector (SSD)

SECS-P/08 - MANAGEMENT

Period

secondo semestre (lauree magistrali) dal Mar 1, 2021 al Jun 1, 2021.

Learning outcomes

The course aims to provide studentes with concepts, methods, techniques and tools that service organizations mainly use to design, organize, manage and measure customer services and experiences. Through the teaching, students will have the opportunity to critically reflect and discuss about key and emerging issues of service management in order to help service organizations anticipate customers' needs and create value for them. At the end of the course, students will be able to implement strategic and operative aspects of service management in theoretical and practical terms.

Program

1. Characteristics of the neo-industrial economy and the key role of services
2. Nature, characteristics and distinctive types of services and experiences
3. Managing customer experience
4. Service design and improvisation
5. Service quality and customer satisfaction
6. Models of service quality between expected and perceived quality
7. The role of emploees and customers during service encounters
8. Strategies for delivering service quality
9. Service recovery and disruption management

Reference texts
Author Title Publishing house Year ISBN Notes
Angelo Bonfanti Customer shopping experience. Le sfide del retail tra spazio fisico e digitale Giappichelli 2017 9788892114630 solo i capitoli 3, 4 e 5
K. Douglas Hoffman, John E.G. Bateson, Gennaro Iasevoli Marketing dei servizi Apogeo 2007 9788838785788 solo i capitoli 1-2-3-9-10-11-12-13-14

Examination Methods

The examination includes a written test and an optional oral. It is possible to take the oral examination only if the evaluation of written exam is sufficient (≥ 18/30).

The written text aims to examine student’s knowledge about syllabus arguments.
It covers the various topics in the program and it includes 6 open questions to be answered in a dedicated space. These questions are aimed at assessing the general vision of the discipline, the deepening of the topics and applying the concepts to service management.
To pass the written test and access the oral examination, the minimum score is 18/30 (taking the pass in each question).

The oral examination covers the program as a whole and, first of all, verifies the overcoming of any gaps that emerged from the written test. The oral examination is aimed at assessing the candidate’s critical analysis skills, as well as verifying the deepening of the topics.

The final assessment is expressed in 30ths and takes into account all the tests prepared for the purpose of assessing learning.

Students with disabilities or specific learning disorders (SLD), who intend to request the adaptation of the exam, must follow the instructions given HERE