Management of Service Companies (2018/2019)

Course code
Name of lecturer
Giuseppe Favretto
Giuseppe Favretto
Number of ECTS credits allocated
Academic sector
Language of instruction
Sem. 1A dal Sep 24, 2018 al Nov 10, 2018.

Lesson timetable

Go to lesson schedule

Learning outcomes

The course enables students to learn and to know main business and organizational dynamics basing on the models of management of human resources, the key concepts of budget management training in various aspects. The course aims to develop knoledge and competencies about: the illustration of lines of credit (European and national), the ROI (Return of Investment) of the formation of the elements of organization that are required during the structuring of a training process to the evolution of the figure of the trainer with particular reference to the new demands of entrepreneurship required by the labor market. During the course students will acquire an autonomy of judgement (making judgements) to the issue of human resources, proposing activities that develop skills in communicating issues and ability to learn (learning skills) in modern and organizational contexts. A further focus on customer satisfaction e service marketing is provided


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

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

- The examination aims to assess the achievement of the knowledge of the subject in schedule
- The contents of the test are in the chapters indicated near the books in schedule
- Assessment consists in two written examination (a 20 item multiple choice test about the first test based on handbook by Favretto "Organizzazione del lavoro per lo sviluppo delle risorse umane" and the second test based on Zeithaml's book "Management dei Servizi" consists in 2 opened questions);
- Final score will be the sum of score of every single written examination ( e.g. 20 points on first test (handbook) and 10 points on second test (Zeithaml) will be the final score, i.e., 30 points)

Attending students may choice of taking reserved tests
Erasmus students may choice for an Oral examination

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