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.

Study Plan

A.A. 2024/2025 A.A. 2023/2024 A.A. 2022/2023 A.A. 2021/2022 A.A. 2020/2021 A.A. 2019/2020

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

The Study Plan includes all modules, teaching and learning activities that each student will need to undertake during their time at the University.
Please select your Study Plan based on your enrollment year.

1° Year

ModulesCreditsTAFSSD
1 MODULE BETWEEN THE FOLLOWING
6
C
SECS-P/10
6
C
SECS-P/13
1 MODULE BETWEEN THE FOLLOWING
9
B
SECS-P/07
9
B
SECS-P/07
1 MODULE BETWEEN THE FOLLOWING
9
B
SECS-P/07
9
B
SECS-P/07
9
B
SECS-P/02
1 MODULE BETWEEN THE FOLLOWING
9
B
SECS-P/08
9
B
SECS-P/08
6
B
SECS-S/03
4
F
-

2° Year  activated in the A.Y. 2022/2023

ModulesCreditsTAFSSD
1 MODULE BETWEEN THE FOLLOWING
9
C
SECS-P/07
9
C
SECS-P/07
6
B
IUS/07
6
B
SECS-P/01
1 MODULE BETWEEN THE FOLLOWING
9
B
SECS-P/08
9
B
SECS-P/08
1 MODULE BETWEEN THE FOLLOWING
9
B
SECS-P/08
9
B
SECS-P/10
5
F
-
Prova finale
15
E
-
ModulesCreditsTAFSSD
1 MODULE BETWEEN THE FOLLOWING
6
C
SECS-P/10
6
C
SECS-P/13
1 MODULE BETWEEN THE FOLLOWING
9
B
SECS-P/07
9
B
SECS-P/07
1 MODULE BETWEEN THE FOLLOWING
9
B
SECS-P/07
9
B
SECS-P/07
9
B
SECS-P/02
1 MODULE BETWEEN THE FOLLOWING
9
B
SECS-P/08
9
B
SECS-P/08
6
B
SECS-S/03
4
F
-
activated in the A.Y. 2022/2023
ModulesCreditsTAFSSD
1 MODULE BETWEEN THE FOLLOWING
9
C
SECS-P/07
9
C
SECS-P/07
6
B
IUS/07
6
B
SECS-P/01
1 MODULE BETWEEN THE FOLLOWING
9
B
SECS-P/08
9
B
SECS-P/08
1 MODULE BETWEEN THE FOLLOWING
9
B
SECS-P/08
9
B
SECS-P/10
5
F
-
Prova finale
15
E
-
Modules Credits TAF SSD
Between the years: 1°- 2°
9
D
-

Legend | Type of training activity (TTA)

TAF (Type of Educational Activity) All courses and activities are classified into different types of educational activities, indicated by a letter.

A Basic activities
B Characterizing activities
C Related or complementary activities
D Activities to be chosen by the student
E Final examination
F Other training activities
S Placements in companies, public or private institutions and professional associations

Strategic Service Management  (2021/2022)

Teaching code

4S008087

Academic staff

Angelo Bonfanti, Nicola Cobelli

Coordinator

Angelo Bonfanti

Credits

9

Language

Italian

Scientific Disciplinary Sector (SSD)

SECS-P/08 - MANAGEMENT

Period

secondo semestre (lauree magistrali) dal Feb 21, 2022 al May 13, 2022.

Lessons timetable MoodleMoodle Seminars 0

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

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
Sales and distribution management in services
Training and motivation of staff personel in service encounters
Leadership in services through sales force

TEXT BOOK:
Lovelock C., Wirtz J. (2007), Marketing dei servizi: risorse umane, tecnologie, strategie, Pearson (chapters 5, 9 and 15 excluded).

Bibliography

Vai alla bibliografia
Visualizza la bibliografia con Leganto, strumento che il Sistema Bibliotecario mette a disposizione per recuperare i testi in programma d'esame in modo semplice e innovativo.

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