Master's degree in Social Work and Social Policies

Management of Service Companies

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

Site

VERONA

Period

Sem. IA dal Sep 28, 2015 al Nov 8, 2015.

Lesson timetable

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)

Assessment methods and criteria

Teaching aids

Documents

•   000_Esame_Risultati 18 01 2016   (pdf, it, 23 KB, 21/01/16)
•   00_Presentazione Corso_contenuti orari testi esame   (pdf, it, 118 KB, 05/10/15)
•   III_Aspettative e Percezioni degli utenti   (pdf, it, 180 KB, 16/10/15)
•   II_Qualità e Gap   (pdf, it, 472 KB, 16/10/15)
•   I_Servizi e Aziende di Servizio   (pdf, it, 859 KB, 14/10/15)