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 2025/2026years | Modules | TAF | Teacher |
---|---|---|---|
1° 2° | Future matters | D |
Alessandro Bucciol
(Coordinator)
|
1° 2° | Future matters | D |
Alessandro Bucciol
(Coordinator)
|
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)
|
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)
|
Strategic Service Management (2020/2021)
Teaching code
4S008087
Academic staff
Coordinator
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
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.