Management of Service Companies (2016/2017)

Course code
4S003182
Name of lecturer
Giuseppe Favretto
Coordinator
Giuseppe Favretto
Number of ECTS credits allocated
6
Academic sector
SECS-P/10 - ORGANIZATION AND HUMAN RESOURCE MANAGEMENT
Language of instruction
Italian
Period
Sem. IA (31.10.16 sosp.lezioni), Sem. IB

Lesson timetable

Sem. IA (31.10.16 sosp.lezioni)
Day Time Type Place Note
Monday 11:00 AM - 1:30 PM lesson Lecture Hall D  
Tuesday 11:00 AM - 1:30 PM lesson Lecture Hall D  
Sem. IB
Day Time Type Place Note
Monday 11:00 AM - 1:30 PM lesson Lecture Hall D from Dec 12, 2016  to Dec 12, 2016

Learning outcomes

The course provides knowledge on Management, Organizations (work organization models) and Services management (definitions, systems, processes and strategies).

Syllabus

1° - Organization Theories; Technological Cycle (Rohmert and Luczak); Industrial Revolution and Work Rationalization; Work Organization Theories and Models; Classic Organizational Models (Weber and Fayol); Scientific Management and Classic Job Analysis (Taylor, Ford, Gilbreth); Human Relations (Mayo); Socio-Technical Systems; Ergonomics; Non Rational Decision Making (Simon); Organizational Behavior; Conflict; Groups in Organizations (Bass, Lewin, Likert); Cooperation, Competition; Organizational Change; Decision Making, Human Error; Human Resources Management; Cases and Experiences.

2° - Services and Public Services; Service and Consulting; Services Marketplace; Supply and Service Production; Process and Value Chain; Customer/user Relationships; Service Quality; Customer Satisfaction; Communications; Strategies; Entrepreneurship; Cases and Experiences

Books:
Favretto, G. (2010). Organizzazione del lavoro per lo sviluppo delle risorse umane. Verona: QuiEdit

Zeithaml, V., Bitner M.J., Gremler, D.D. (2008). Marketing dei Servizi (2° Edizione). McGraw-Hill (capp. 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 12, 13, 15, 16)

Reference books
Author Title Publisher Year ISBN Note
Zeithaml, V., Bitner M.J., Gremler, D.D. Marketing dei Servizi McGraw-Hill 2008
Favretto, G. Organizzazione del Lavoro per lo Sviluppo delle Risorse Umane QuiEdit: Verona 2010

Assessment methods and criteria

Written examination (choice of taking reserved tests for students who attend); Oral examination for Erasmus students

STUDENT MODULE EVALUATION - 2016/2017