The module aims to analyze the service management approach.
The module involves a range of teaching strategies including lectures, case studies and guest lectures. Additional material will be in the form of web-based reading and research, selected texts, journal articles and contemporary magazine and press articles. Independent research and study will be encouraged throughout to complement group work activities.
|Zeithaml Valerie A., Bitner Mary Jo, Gremler Dwayne D.||Marketing dei Servizi (Edizione 2)||McGraw-Hill||2008||978883866451-9||Sono esclusi dal programma d'esame i capitoli 14, 15 e 18.|
1 hour written examination made up of open questions to test basic knowledge. If passed, oral examination to test critical analysis skills will take place.