The course provides knowledge on Organizations (work organization models) and Services management (definitions, systems, processes and strategies).
1° - Organization Theories; Technological Cycle (Rohmert and Luczak); Industrial Revolution and Work Rationalization; Work Organization Theories and Models; Classic Organizational Models (Weber and Fayol); Scientific Management and Classic Job Analysis (Taylor, Ford, Gilbreth); Human Relations (Mayo); Socio-Technical Systems; Ergonomics; Non Rational Decision Making (Simon); Organizational Behavior; Conflict; Groups in Organizations (Bass, Lewin, Likert); Cooperation, Competition; Organizational Change; Decision Making, Human Error; Human Resources Management; Cases and Experiences.
2° - Services and Public Services; Service and Consulting; Services Marketplace; Supply and Service Production; Process and Value Chain; Customer/user Relationships; Service Quality; Customer Satisfaction; Communications; Strategies; Entrepreneurship; Cases and Experiences
Favretto, G. (2010). Organizzazione del lavoro per lo sviluppo delle risorse umane. Verona: QuiEdit
Zeithaml, V., Bitner M.J., Gremler, D.D. (2008). Marketing dei Servizi (2° Edizione). McGraw-Hill (capp. 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 12, 13, 15, 16)