management and social services (2014/2015)

Course not running

Course code
4S000596
Name of lecturer
Giuseppe Favretto
Coordinator
Giuseppe Favretto
Number of ECTS credits allocated
6
Academic sector
SECS-P/10 - ORGANIZATION AND HUMAN RESOURCE MANAGEMENT
Language of instruction
Italian
Period
Semestrino IA dal Sep 29, 2014 al Nov 8, 2014.

Lesson timetable

Learning outcomes

The course provides knowledge on Organizations (work organization models) and Services management (definitions, systems, processes and strategies).

Syllabus

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

Books:
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

Documents