Learning objectives

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.

Prerequisites and basic notions

Given that the course is basic in the strategic service management field, there are no prerequisites.

Program

Characteristics of the neo-industrial economy and the key role of services
Nature, characteristics and distinctive types of services and experiences
Service design and improvisation
Service quality, customer satisfaction, and customer perceived value
Models of service quality between expected and perceived quality
Analisys of customers' expectations and perceptions
The role of employees and customers during service encounters
Strategies for delivering service quality
Service recovery and disruption management
Customer experience management in retail and hospitality industries

Didactic methods

The didactic modalities include frontal lessons, exercises in the service design field, analysis of case studies, and business testimonials.

Lessons are held in presence at the time indicated in the appropriate space of the website. However, the content of the lessons will be recorded and the recordings will be available on the Moodle platform. Participatory teaching activities will be carried out in the classroom and may, by their nature, not be recordable.

Learning assessment procedures

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 covers the various topics in the program and it includes 6 open questions to be answered in a dedicated space.
The oral examination covers the program as a whole.

Evaluation criteria

The questions are structured in such a way as to verify the level of knowledge of strategic service management topics. At the same time, they are studied in order to test the interpretation skills about the main problems related to problem-solving in the strategic service management field.

Criteria for the composition of the final grade

The written text aims to examine student’s knowledge about syllabus arguments. The 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 verifies the overcoming of any gaps that emerged from the written test and it 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.

Exam language

Italiano

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