Service management

Angelo Bonfanti
Associate Professor
Giovanni Goldoni
Associate Professor
Francesca Simeoni
Associate Professor
Federico Testa
Full Professor
Marta Maria Ugolini
Full Professor
Vania Vigolo
Associate Professor
Research interests
Topic People Description
New technologies adoption in services Giovanni Goldoni
Analysis of the diffusion of smart technologies in the distribution and supply of electricity. Study of the effects on the "technical" quality of the services, the active involvement of customers, and the role of regulation to promote investments by distributors and capability of customers. Research methodology: case studies
Shopping experience management Angelo Bonfanti
Study of consumer behavior in services, especially in retail context. Use of marketing research (focus groups, interviews, mystery clients and basic statistical models) to understand service customers’ needs, expectations and perceptions. Analysis and interpretation of data on consumer behavior during the service experience and shopping experience. Study of disservice management and recovery strategies.
Strategic management of service quality Vania Vigolo
Measurement of service quality and customer satisfaction in various service contexts with the support of qualitative and quantitative research methods. Analysis of the dimensions and drivers of service quality and customer satisfaction. Definition of competitive strategies aimed at the attainment of a competitive advantage.
Corporate governance in the public services Federico Testa
Analysis of management and governance issues, in particular in the context of public services and public utilities. Study of the relationships between firm size and economic performance. Analysis of the competitive and collaborative relationships among firms.
Energy efficiency and sustainability Federico Testa
Study of energy efficiency as a driver of sustainable development. Application of the energy efficiency gap model to the Italian context. Use of qualitative research methods to identify the main barriers to industrial energy efficiency investments, in particular among SMEs. Definition of strategies aimed at promoting a more efficient energy consumption behavior among citizens.
Public utilities management Francesca Simeoni
Analysis of the peculiarities of service delivery and service management in the context of public utilities (in particular with regard to water and energy services). Use of instruments such as service flowcharting and service blueprinting for the service design. Application of stakeholder engagement models aimed at promoting more sustainable consumption behaviors among firms, institutions and citizens.
Strategic management of service quality Angelo Bonfanti
Measurement of service quality and customer satisfaction. Analysis of the dimensions of service quality through focus groups and interviews. Application of service quality and customer satisfaction models. Formulation of competitive market strategies to develop and maintain competitive advantage in services
Service design Angelo Bonfanti
Service design and delivery process. Use of design tools such as service flowcharting and blueprinting. Study of strategic management of the tangible part of a service (servicescape). Analysis of the user behavior in the physical environment with specific reference to signage, music and colors. Waiting management. The role of service (front and back office) personnel and (critical) customers.
Public utilities management Vania Vigolo
Analysis of the peculiarities of service delivery and service management in the context of public utilities (in particular with regard to water and energy services). Use of instruments such as service flowcharting and service blueprinting for the service design. Application of stakeholder engagement models aimed at promoting more sustainable consumption behaviors. Development of communication strategies for public utilities.
Quality in services Marta Maria Ugolini
Study, development and application of models and tools for service quality in several contexts: healthcare services, tourism, higher education, distribution, public services. Focus on the strategies to make quality tangible. Use of several methods to develop both conceptual and empirical contributions.
Quality in services Marta Maria Ugolini
Study, development and application of models and tools for service quality in several contexts: healthcare services, tourism, higher education, distribution, public services. Focus on the strategies to make quality tangible. Use of several methods to develop both conceptual and empirical contributions.

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