Master’s degree in Management and business strategy

Strategic Service Management

Course code
Name of lecturers
Angelo Bonfanti, Nicola Cobelli
Angelo Bonfanti
Number of ECTS credits allocated
Academic sector
Language of instruction
secondo semestre (lauree magistrali) dal Mar 1, 2021 al Jun 1, 2021.

Lesson timetable

Go to lesson schedule

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.


1. Characteristics of the neo-industrial economy and the key role of services
2. Nature, characteristics and distinctive types of services and experiences
3. Managing customer experience
4. Service design and improvisation
5. Service quality and customer satisfaction
6. Models of service quality between expected and perceived quality
7. The role of emploees and customers during service encounters
8. Strategies for delivering service quality
9. Service recovery and disruption management

Reference books
Author Title Publisher Year ISBN Note
Angelo Bonfanti Customer shopping experience. Le sfide del retail tra spazio fisico e digitale Giappichelli 2017 9788892114630 esclusi i capitoli 1 e 2

Assessment methods and criteria

The teaching methods and learning assessment will be illustrated in detail in the second semester of the academic year 2020/21 and in any case always in compliance with the University guidelines.

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