Service Management (2014/2015)

Course partially running (all years except the first)

Course code
Name of lecturer
Angelo Bonfanti
Angelo Bonfanti
Number of ECTS credits allocated
Academic sector
Language of instruction
Primo semestre dal Sep 15, 2014 al Jan 9, 2015.

Lesson timetable

Learning outcomes

The module aims to analyze the service marketing and 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.

Reference books
Author Title Publisher Year ISBN Note
Zeithaml Valerie A., Bitner Mary Jo, Gremler Dwayne D., Bonetti Enrico Marketing dei Servizi (Edizione 3) McGraw-Hill 2012 9788838667206
Castaldo Sandro, Mauri Chiara Store management. Il punto vendita come piattaforma relazionale FrancoAngeli 2008 9788846495846

Assessment methods and criteria

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.