Public Service Company Economics and Management (2007/2008)

Course not running

Course code
Name of lecturer
Francesca Simeoni
Number of ECTS credits allocated
Academic sector
Language of instruction
Sem. II A, Sem. II B

Lesson timetable

Sem. II A
Day Time Type Place Note
Thursday 9:00 AM - 12:00 PM lesson Lecture Hall Seminari LiSSS from Feb 21, 2008  to Apr 12, 2008
Sem. II B
Day Time Type Place Note
Thursday 9:00 AM - 12:00 PM lesson Lecture Hall Seminari LiSSS  

Learning outcomes

To develop an approach to public service management, with particular regard to the central role of clients. The students will acquire the skills to understand the ongoing changes in the public services sector, especially in social services, in order to understand and interpret the normative tendency for a better efficiency and quality. The course aims to analyze some models for service quality evaluation, in particular the Service Charter and the Gap Model.


Service characteristics and managerial implications
- The distinctive features of services
- A service’s “production process”
Managerial aspects for public services companies
- Public services and local public services
- The reasons for the exclusive public competence and the market “rediscovery”
- An outline of the local public services reform
- New services to win customers’ loyalty
An approach to quality
- The quality concept
- The relationship between quality and customer satisfaction
- The client’s central role
- The Gap Model as an instrument to evaluate service quality
- The European Quality Assurance for Social Services
- Aims and structure of a Service Charter
- The problems related to the introduction of the Service Charter at university
- Quality in health services
Social services management
- The problems related to social services management
- Case histories and experiences

Exam Bibliography:
For attending students: notes from lectures

For non-attending students:

•F. Testa, Aspetti manageriali della transazione al mercato nelle public utilities locali, Cedam, Padova, 2001, only chapter 1
•F. Testa, “Nuovi servizi e nuova cultura d’impresa per conquistare la fedeltà dei clienti”, Management delle utilities, n. 1, anno 1, gennaio-marzo 2003
•M. Ugolini, Un approccio di service management per la gestione del reparto ospedaliero, Giuffrè, Milano, 2004, only chapters 1 and 4
•F. Testa, La carta dei servizi, uno strumento per la qualità nell’università, Cedam, Padova, 1996, only chapters 2 (paragraphs 1 and 3) and 3
•K. Promberger, K. Tragust, J. Bernhart, (trad. S. Boscolo), Management dei servizi sociali, only paragraph 5 from charter A and paragraphs 3.1.2 and 3.2 (sub-paragraphs included ) from chapter F

Assessment methods and criteria

An oral examination is required.