management and social services (2012/2013)

Course not running

Course code
Giuseppe Favretto
Academic sector
Language of instruction
Teaching is organised as follows:
Activity Credits Period Academic staff Timetable
Modulo della prof.ssa Cubico 3 Sem. 1A Serena Cubico
Modulo del prof. Favretto 3 Sem. 1A Giuseppe Favretto

Lesson timetable

Sem. 1A
Activity Day Time Type Place Note
Modulo della prof.ssa Cubico Thursday 9:00 AM - 11:20 AM lesson Lecture Hall LISSS 2  
Modulo del prof. Favretto Wednesday 10:30 AM - 12:50 PM lesson Lecture Hall LISSS 2  

Learning outcomes

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)

Assessment methods and criteria

Written examination (choice of taking reserved tests for students who attend); Oral examination for Erasmus students

Teaching aids
Title Format (Language, Size, Publication date)
000_Risultati ESAME 08/07/2013_confermare accettazione  pdfpdf (it, 26 KB, 08/07/13)