The learning objective of the course is to transfer, to the students, the knowledge on the principles, concepts and tools for managing sustainability and the environment.
Within the course, topics related to the management of the new circular paradigm are widely disseminated, with attention to resources, product / process, business models, and consumer behavior, together with other enabling factors, such as policies, role of technology, and stimulus tools.
Therefore, the expected learning outcomes are the following:
Knowledge and understanding:
The student will have acquired the knowledge and the ability to understand the reference framework for sustainable development and the Circular economy and the tools for managing environmental sustainability.
Application of knowledge
The student will be able to face the most recurring problems regarding sustainability and the Circular economy and understand the main organizational aspects and to identify the critical context variables.
Ability to draw conclusions
The student will be able to evaluate the circular contexts and the applicability of the Circular Economy models
Communication skills
The student will have acquired an appropriate language to express in a clear and correct way what he has learned from the study of the topics addressed.
Ability to learn
The student will be able to adequately use the acquired knowledge, methodologies and tools necessary for correct environmental management.
The course aims to transfer the knowledge of principles, concepts and tools for managing sustainability.
1. Sustainability in the international context: principles and policies.
2. The role of the European Union in managing sustainability: Environmental Action Programs, the emissions trading system, the European Green Deal and the New Action Plan for the Circular Economy.
3. The Circular Economy: principles, key success factors and Circular Business models and flows.
4. Framework and guidance for organizations to implement the principles of the circular economy: BS 8001
5. The tools for managing sustainability: evolution and application of the EMAS regulation, the ISO 14001 standard, environmental labels, Certified B Corporations. The Audit.
6. Case studies and practical applications: during the course can be organized seminars, guided tours, participation in conferences, study days or practical exercises.
examMode
The assessment test for NON-attending students is written and will contain three open-ended questions designed to ascertain the student's theoretical knowledge of the theories related to the customer Satisfiction model (gap and disconfirmation model), customer loyalty model (dynamic model) and strategic CRM presented in class. The time available for conducting the test is 1h.
The objective of the oral test is to check the learning of the concepts explained in the classroom and the ability to understand the best strategies to implement to develop a relationship with potential customers.
Each question is assigned a maximum score of 10 points for a total of 30 points.
The assessment test for those attending is written and will contain three open-ended questions designed to ascertain the student's theoretical knowledge of the theories related to the customer Satisfiction model (gap and disconfirmation model), customer loyalty (dynamic model) and strategic CRM presented in class. The time available for the performance of the test is 1h.
The objective of the test is to check the learning of the concepts explained in the classroom and the ability to understand the best strategies to implement to develop a relationship with potential customers.
Each question is assigned a maximum score of 10 points for a total of 30 points.
However, attending students have the option of developing a project work, the grade of which will supplement the written paper grade. The project work is intended to test learning in practical terms of the concepts explained in the classroom. The maximum grade for the project work is 5 points.
books
Slide of professor
classRoomMode
Attendance is not compulsory. However, because the course includes business cases, exercises and collaborative activities, regular participation in classes is strongly recommended. Participation in project-work activities is required for students choosing this additional assessment option.
bibliography
Slide of professor
CUSTOMERS RELATIONSHIP MANAGEMENT AND QUALITY
CECILIA SILVESTRI
Second Semester
8
SECS-P/13
Learning objectives
Learning objectives
The course studies (1) consumer behavior, (2) consumer decision process, (3) customer satisfaction, (4) and customer loyalty (5) perceived quality. The understanding of these dimensions is important and useful for enterprises and institutions which operate in the market. The course studies also : (1) CRM, (2) Customer experience and (3) manage networks to improve customer relationship management performance.
Synthesis of the course
1. Relationship between quality / customer satisfcation / loyalty and analysis of consumer behavior: Expected Quality and perceived quality: ISO 9001 and customer, customer satisfaction and customer loyalty; Consumer behavior different approaches; Quality and customer satisfaction in the services - Servqual; Dynamic Model of Customer Loyalty
2. Tools for measuring quality, satisfaction, loyalty and analysis tools in consumers' behavior: Tools Quantitative / Qualitative; the questionnaire, the focus groups; Regression models; correlation; Cluster Analysis, AID, QFD
1) Knowledge and understanding skills.
Understand the quality factors which influence consumer behavior and contribute to their satisfaction.
2) Ability to apply knowledge and understanding.
Learning the basic tools, both quantitative and qualitative, necessary for customer satisfaction / customer loyalty analysis.
3) Autonomy of judgment.
Know how identify the key quality factors which influence consumer behavior, their satisfaction, and know how to implement this factors in all firms, both product and service sectors.
4) Communication Skills.
Ability to transfer data obtained from the application of measurement tools to reports.
5) Learning Skills.
Ability to know how to analyze the data obtained from both the relevant studies and the practical application of measuring tools, and transfer the results in strategic planning for the firms.
Learning objectives
The course studies (1) consumer behavior, (2) consumer decision process, (3) customer satisfaction, (4) and customer loyalty (5) perceived quality. The understanding of these dimensions is important and useful for enterprises and institutions which operate in the market. The course studies also : (1) CRM, (2) Customer experience and (3) manage networks to improve customer relationship management performance.
Synthesis of the course
1. Relationship between quality / customer satisfcation / loyalty and analysis of consumer behavior: Expected Quality and perceived quality: ISO 9001 and customer, customer satisfaction and customer loyalty; Consumer behavior different approaches; Quality and customer satisfaction in the services - Servqual; Dynamic Model of Customer Loyalty
2. Tools for measuring quality, satisfaction, loyalty and analysis tools in consumers' behavior: Tools Quantitative / Qualitative; the questionnaire, the focus groups; Regression models; correlation; Cluster Analysis, AID, QFD
1) Knowledge and understanding skills.
Understand the quality factors which influence consumer behavior and contribute to their satisfaction.
2) Ability to apply knowledge and understanding.
Learning the basic tools, both quantitative and qualitative, necessary for customer satisfaction / customer loyalty analysis.
3) Autonomy of judgment.
Know how identify the key quality factors which influence consumer behavior, their satisfaction, and know how to implement this factors in all firms, both product and service sectors.
4) Communication Skills.
Ability to transfer data obtained from the application of measurement tools to reports.
5) Learning Skills.
Ability to know how to analyze the data obtained from both the relevant studies and the practical application of measuring tools, and transfer the results in strategic planning for the firms.
examMode
The assessment test for NON-attending students is written and will contain three open-ended questions designed to ascertain the student's theoretical knowledge of the theories related to the customer Satisfiction model (gap and disconfirmation model), customer loyalty model (dynamic model) and strategic CRM presented in class. The time available for conducting the test is 1h.
The objective of the oral test is to check the learning of the concepts explained in the classroom and the ability to understand the best strategies to implement to develop a relationship with potential customers.
Each question is assigned a maximum score of 10 points for a total of 30 points.
The assessment test for those attending is written and will contain three open-ended questions designed to ascertain the student's theoretical knowledge of the theories related to the customer Satisfiction model (gap and disconfirmation model), customer loyalty (dynamic model) and strategic CRM presented in class. The time available for the performance of the test is 1h.
The objective of the test is to check the learning of the concepts explained in the classroom and the ability to understand the best strategies to implement to develop a relationship with potential customers.
Each question is assigned a maximum score of 10 points for a total of 30 points.
However, attending students have the option of developing a project work, the grade of which will supplement the written paper grade. The project work is intended to test learning in practical terms of the concepts explained in the classroom. The maximum grade for the project work is 5 points.
books
Buttle, F. (2012) Customer relationship management. Teorie e tecnologie. FrancoAngeli
Slide del docente.
classRoomMode
Attendance is not mandatory to pass the exam but is required if you want to participate in the projects.
bibliography
Buttle, F. (2012) Customer relationship management. Teorie e tecnologie. FrancoAngeli
Slide del docente.
118636 - INDUSTRIAL AND NETWORK ECONOMICS
LUCA CORREANI
First Semester
8
SECS-P/06
Learning objectives
knowledge and understanding: Industrial organization is concerned with the workings of markets and industries, in particular the way firms compete with each other. Interactions between firms strategies and pubic policy (antitrust) are also analysed.
Applying knowledge and understanding: The aim of this course is to provide students the ability to manage simple mathematical models about firm's strategic behavior.
Making Judgements: Students will be able to analyse markets in an autonomous and critical way.
Communication skills: Students will be able to represents formally and with mathematical rigor real strategic contexts
Learning skills: At the end of the course, students will be able to develop simple games to study markets and the strategic behavior of firms
Elements of microeconomics: firms and consumers, profit maximisation, utility maximisation
Perfect competition, monopoly, monopolistic competition
Market power
Game theory
Static games with complete information
Dynamic games with complete information
Oligopolistic competition
Cournot
Bertrand
Stackelberg
Hotelling
Salop
Firm's strategic behaviour
Pricing and market segmentation
Product differentiation
Advertising
Collusion
Vertically related markets and vertical restraints
Mergers
Entry and exit
Technological innovation
R&D spillovers, absorptive capacity
Oligopoly and R\&D Networks
Industrial policy: Regulation, antitrust and privatization
examMode
The written test consists of a minimum of three questions (theory and exercises). During the course we will carry out simulations of the exam. The oral test is optional.
books
Main text
Industrial economics:
1. - Cabral L. (2018) Economia Industriale. Carocci editore.
2. - Belleflamme P., Peitz M. (2015) Industrial Organization: Markets and Strategies. Cambridge University Press.
From text 1. the main topics of the course are studied. The more technical text 2. delves into the main mathematical models
Game Theory:
- Robert Gibbons (2005) Teoria dei giochi. Il Mulino
Other useful reference texts:
- Motta M., Polo M. (2005) Antitrust: politiche per la concorrenza. Il Mulino
mode
Lectures. Exercises are carried out during the lectures
classRoomMode
Lectures will be face-to-face. It will be possible to follow the lectures via streaming but the lectures will not be recorded
bibliography
Main text
Industrial economics:
1. - Cabral L. (2018) Economia Industriale. Carocci editore.
2. - Belleflamme P., Peitz M. (2015) Industrial Organization: Markets and Strategies. Cambridge University Press.
From text 1. the main topics of the course are studied. The more technical text 2. delves into the main mathematical models
Game Theory:
- Robert Gibbons (2005) Teoria dei giochi. Il Mulino
Other useful reference texts:
- Motta M., Polo M. (2005) Antitrust: politiche per la concorrenza. Il Mulino
119057 - THESIS
Second Semester
9
119230 - ENTERPRISE COMPETITION AND MARKET
Second Semester
8
IUS/04
Learning objectives
Knowledge and Understanding: Students will gain a thorough understanding of industrial law, with a focus on antitrust regulations, competition, distinctive signs, misleading advertising, and consumer protection.
Applied Knowledge and Understanding: Students will be able to apply the learned regulations to analyze and resolve practical cases related to competition, distinctive sign protection, and consumer rights.
Autonomy in Judgment: The course fosters autonomy in judgment, enabling students to critically evaluate market situations and make informed decisions in complex competition and consumer protection contexts.
Communication Skills: Students will develop the ability to clearly and effectively communicate complex legal issues concerning competition, advertising, and consumer protection.
Learning Ability: Students will acquire skills for continuous learning, essential for staying updated on developments in industrial and antitrust regulations.
GRUPPO OPZIONALE AFFINI 24-25
-
-
-
-
PRODUCT INNOVATION AND CERTIFICATION
ALESSANDRO RUGGIERI
Second Semester
8
SECS-P/13
Learning objectives
"Expected learning outcomes
1) Knowledge and understanding.
Knowing the impact of innovation on production processes and new technologies
2) Ability to apply knowledge and understanding.
Learning of the necessary tools to correctly and efficiently implement the innovation tools in the production chains in the light of new technologies.
3) Autonomy of judgment.
Knowing how to identify what new technologies are and what are the effects of innovation in processes, especially production ones.
4) Communication skills.
Ability to transfer the acquired knowledge
5) Learning skills.
Ability to be able to analyze the effects of innovation and define strategic actions."
1. Technological innovation: process and product innovation; the concept of ‘innovative product’; sources of innovation; matching research and innovation; start-ups and spinoffs
2. Process and product types; intermediate and final products; consumer and industrial products; machinery and equipment; the international context; production chains; plastics; chemical industry; pharmaceuticals; fashion system; steel products; mechanical industry; automotive; agri-food industry; digital industry and consumer electronics
3. Impact of innovation on products and processes: digitalisation and automation (Industry 4.0); new factory and production models; ‘digital’ products; new materials: green chemistry materials, bioplastics and biosensors; biotechnologies; use of innovative processes and materials for ‘traditional’ products.
4. Product certification: types of certification; product certification; environmental product certification; CE marking; supply chain production specifications; the international framework; certification and export of products to non-EU markets
examMode
The oral test consists of verifying learning of the concepts and principles of quality-oriented management models. For the attending students, a project work is then foreseen to deepen a case study of a company and the analysis of the effects of innovation on products/production processes.
The oral test will contain a series of questions aimed at ascertaining both theoretical and practical knowledge of the theories and models illustrated and explained in class.
The project work of the attending students aims to ascertain the real understanding of innovation in products/processes.
books
ISO 9001:2015 standard and slides provided by the teacher
classRoomMode
Course attendance is optional
bibliography
ISO 9001:2015 standard and slides provided by the teacher
ECONOMICS AND MARKETING OF AGRI-FOOD PRODUCTS
SILVIO FRANCO
Second Semester
8
AGR/01
Learning objectives
The course aims to provide the theoretical and methodological tools:
(i) to understand the structure of the economic system, with particular reference to the agri-food sector;
(ii) to identify the characteristics of the production and consumption processes of agri-food products and their implications on the environmental and social dimension;
(iii) to analyse the determinants of food consumers' choices and how these choices can drive the marketing strategies.
Part 1 - The paradigm
1.1 - Introduction to the course
1.2 - Environment and society in the history of economic thought
1.3 - Relations between environment and economy
1.4 - Discussion on the topics
Part 2 - Economic processes: the case of the agri-food sector
2.1 - The nature of the economic process and its environmental and social implications
2.2 - The structure of agri-food production processes
2.3 - The structure of food consumption processes
2.4 - Discussion on the topics
Part 3 - Sustainability in the agri-food sector
3.1 - The concepts of weak sustainability and strong sustainability
3.2 - Examples of assessment of the sustainability in the agri-food systems
3.3 - Discussion on the topics
Part 4 - Consumers' behaviour and agri-food marketing
4.1 - The decision-making process of the consumer of agri-food products
4.2 - Perception of the quality and value of food
4.3 - The implications on agro-food marketing (evidences and examples)
4.4 - The implications on territorial marketing (evidences and examples)
4.5 - Discussion on the topics
examMode
The contents of the final exam are defined together with the students during the course
books
- Silvio Franco, "Appunti dalle Lezioni di Economia e Marketing del Prodotti Agroalimentari", 2019
- Supplementary readings and insights
mode
The course is based on: lectures organized in seminar form; presentation of case studies; discussions between the teacher and the students
classRoomMode
The course is not recommended for non-attending students
bibliography
References suggested in the lectures notes "Appunti dalle Lezioni di Economia e Marketing del Prodotti Agroalimentari"
QUALITY MANAGEMNT IN INDUSTRY 4.0
ALESSANDRO RUGGIERI
Second Semester
8
SECS-P/13
Learning objectives
"Knowledge and comprehension skills
- Know the managerial tools to be applied in a quality management system integrated with I4.0. To know the organization of a quality- and innovation-oriented enterprise.
Ability to apply knowledge and understanding
- Learning the tools needed to properly and efficiently implement a Quality Management System and the tools of I4.0.
Autonomy of judgment
- Know how to identify nonconformities in a quality management system and how to identify and apply I4.0 tools
Communication skills
- Through group activities in the classroom at the end of the teaching, communicative activities capable of presenting and describing changes in the management of a specific organization through the presentation of project work will be refined
Learning ability
- The various teaching methods used will enable the student to develop a practical approach to implementing I4.0 tools integrated with a quality system. The student will accrue a critical appreciation of his or her understanding of key concepts, theoretical frameworks, and practices through the high level of classroom interactions"
"The course provides the tools to understand the dynamics of innovation and product certification for the competitiveness of companies, with particular reference to international markets.
Expected learning outcomes:
Knowledge and understanding: understand the impact of innovation on production processes and new technologies.
Ability to apply knowledge and understanding: learn the necessary tools to correctly and efficiently implement innovation tools in production chains in light of new technologies.
Autonomy of judgment:bBe able to identify what the new technologies are and what the effects of innovation are in processes, particularly in production.
Communication skills: ability to transfer acquired knowledge.
Learning ability: ability to analyze the effects of innovation and define strategic actions."
"he course addresses the topic of digital transformation of organisations, and the consequent impacts on the way modern organisations work and operate. The course invites students to reflect on the changes, opportunities, risks, and consequences on the use of digital technologies in organisational design and change processes, and on the implications for organisational decision making and operational processes.
The course aims at transferring to the students theoretical knowledge and practical skills on the role of digital technologies in organisations, and on the competences and the processes necessary by individuals and organisations to govern this process.
During the course the students will be engaged in learning activities, both theoretical and practical ones, as individuals and in groups. The participation to the course will stimulate in students the development of the following capabilities.
Knowledge and comprehension
Understand the nature and impact of organisational change produced by the introduction of digital technologies in individual and groups behaviour.
Know the main information systems used in organisations.
Know the tools to analyse processes and guide the transformation processes through digital technologies.
Know the tools and the processes for analysing the information needs and for the design of or data analysis and presentation.
Applied knowledge
Being able to identify potential areas of application of digital technologies to solve organisational problems.
Being able to understand and govern the analysis of business processes and their re-engineering in the digital transformation.
Know how to identify and analyse the information needs of an organisation and how to design data analytics tools to satisfy such needs.
Know how to manage a digital transformation process through planning activities and estimating the effort, and know how to control the process using project management tools and techniques
Judgement capabilities
Know the main variables influencing the digital transformation process, know how to analyse them, and be able to judge if and when digital technologies can be used for organisational innovation and change.
Communication capabilities
During the course the students will practice the capabilities of presenting and discussing their ideas on the role of digital technologies in the transformation process of organisations.
Know how to learn
Being able to learn in an autonomous and self-management way.
The course of Marketing & Big Data Analytics aims to make students understand how Marketing is a field in which data and data analytics play a critical role. Market and customer insights provide recommendations for marketing decision-makers, and they must be handled regularly due to the dynamism of today’s market climate. As part of their marketing plan, organizations and decision-makers must consider data generated by customers and markets. For marketing decision-making, data must be used as a critical component of the marketing strategy.
Organizations are now applying big data analytics to understand their customers better and achieve optimum customer engagement. Big data are, however, not a solution but just raw material.
The challenge remains to transform the data into knowledge that managers can use to solve challenges and achieve improved performance.
The programme includes a first part of study and an in-depth examination of marketing preparatory to the introduction of data analysis and then Big Data.
In the second part, the focus will be on the characteristics of Big Data, its analysis, representation and use in marketing strategies.
Finally, the third part of the course involves the application of the knowledge acquired through the development of a project work and seminars with company managers
ENG
The course covers the study of the marketing management process and the analysis of the role, importance and analysis of Big Data for setting marketing strategies.
1) Knowledge and understanding: to know and understand marketing, data analysis and in particular the role of Big Data in decision-making processes;
2) Applying knowledge and understanding: practically apply the knowledge acquired in data analysis and Big Data to elaborate marketing strategies useful to respond to consumer needs;
3) Making judgments: having autonomy of judgement and ability to apply in an independent and original way methodologies and tools of data analysis in directing business choices;
4) Communication skills: to be able to communicate the knowledge acquired also through exercises and project work for comparison with other colleagues, to be able to communicate company data and interpret them for the marketing function;
5) Learning skills: to learn a method of critical analysis and application of data and their analysis to the decision-making process in order to predict and monitor their effect on company strategies and results.
examMode
Examination for attending students
Students attending the course sit a written examination consisting of 10 multiple-choice questions and two open-ended questions.
Students attending the course may add to their written examination mark the marks obtained in class for the projects set during the lectures.
Examination for non-attending students
Non-attending students will take a written examination consisting of ten multiple-choice questions and two open-ended questions.
books
First part:
• Kotler/Armstrong - Principles of Marketing (17 o 18 edizione - disponibile free online)
https://opac.atmaluhur.ac.id/uploaded_files/temporary/DigitalCollection/ODljY2E4ODIyODViZjFkODgzNDUxYWZlNWFhZmY2MGE5MDc0ZDVmYw==.pdf
Second Part:
• Chaudhary, K., & Alam, M. (2022). Big data analytics: applications in business and marketing. Auerbach Publications.
• Other material provided by the teacher and uploaded to the Moodle platform
• Lecture slides
classRoomMode
Attendance is not mandatory.
bibliography
Kotler/Armstrong - Principles of Marketing (edition 17 or 18)
Chaudhary, K., & Alam, M. (2022). Big data analytics: applications in business and marketing. Auerbach Publications.
CHOICE GROUPS
YEAR/SEMESTER
CFU
SSD
LANGUAGE
GRUPPO OZPIONALE SECS-P/13
-
8
-
-
119028 - SUSTAINABILITY AND CIRCULAR ECONOMY
CECILIA SILVESTRI
Second Year / First Semester
8
SECS-P/13
Learning objectives
The learning objective of the course is to transfer, to the students, the knowledge on the principles, concepts and tools for managing sustainability and the environment.
Within the course, topics related to the management of the new circular paradigm are widely disseminated, with attention to resources, product / process, business models, and consumer behavior, together with other enabling factors, such as policies, role of technology, and stimulus tools.
Therefore, the expected learning outcomes are the following:
Knowledge and understanding:
The student will have acquired the knowledge and the ability to understand the reference framework for sustainable development and the Circular economy and the tools for managing environmental sustainability.
Application of knowledge
The student will be able to face the most recurring problems regarding sustainability and the Circular economy and understand the main organizational aspects and to identify the critical context variables.
Ability to draw conclusions
The student will be able to evaluate the circular contexts and the applicability of the Circular Economy models
Communication skills
The student will have acquired an appropriate language to express in a clear and correct way what he has learned from the study of the topics addressed.
Ability to learn
The student will be able to adequately use the acquired knowledge, methodologies and tools necessary for correct environmental management.
The course aims to transfer the knowledge of principles, concepts and tools for managing sustainability.
1. Sustainability in the international context: principles and policies.
2. The role of the European Union in managing sustainability: Environmental Action Programs, the emissions trading system, the European Green Deal and the New Action Plan for the Circular Economy.
3. The Circular Economy: principles, key success factors and Circular Business models and flows.
4. Framework and guidance for organizations to implement the principles of the circular economy: BS 8001
5. The tools for managing sustainability: evolution and application of the EMAS regulation, the ISO 14001 standard, environmental labels, Certified B Corporations. The Audit.
6. Case studies and practical applications: during the course can be organized seminars, guided tours, participation in conferences, study days or practical exercises.
examMode
The assessment test for NON-attending students is written and will contain three open-ended questions designed to ascertain the student's theoretical knowledge of the theories related to the customer Satisfiction model (gap and disconfirmation model), customer loyalty model (dynamic model) and strategic CRM presented in class. The time available for conducting the test is 1h.
The objective of the oral test is to check the learning of the concepts explained in the classroom and the ability to understand the best strategies to implement to develop a relationship with potential customers.
Each question is assigned a maximum score of 10 points for a total of 30 points.
The assessment test for those attending is written and will contain three open-ended questions designed to ascertain the student's theoretical knowledge of the theories related to the customer Satisfiction model (gap and disconfirmation model), customer loyalty (dynamic model) and strategic CRM presented in class. The time available for the performance of the test is 1h.
The objective of the test is to check the learning of the concepts explained in the classroom and the ability to understand the best strategies to implement to develop a relationship with potential customers.
Each question is assigned a maximum score of 10 points for a total of 30 points.
However, attending students have the option of developing a project work, the grade of which will supplement the written paper grade. The project work is intended to test learning in practical terms of the concepts explained in the classroom. The maximum grade for the project work is 5 points.
books
Slide of professor
classRoomMode
Attendance is not compulsory. However, because the course includes business cases, exercises and collaborative activities, regular participation in classes is strongly recommended. Participation in project-work activities is required for students choosing this additional assessment option.
bibliography
Slide of professor
13886 - CUSTOMERS RELATIONSHIP MANAGEMENT AND QUALITY
CECILIA SILVESTRI
Second Year / First Semester
8
SECS-P/13
Learning objectives
Learning objectives
The course studies (1) consumer behavior, (2) consumer decision process, (3) customer satisfaction, (4) and customer loyalty (5) perceived quality. The understanding of these dimensions is important and useful for enterprises and institutions which operate in the market. The course studies also : (1) CRM, (2) Customer experience and (3) manage networks to improve customer relationship management performance.
Synthesis of the course
1. Relationship between quality / customer satisfcation / loyalty and analysis of consumer behavior: Expected Quality and perceived quality: ISO 9001 and customer, customer satisfaction and customer loyalty; Consumer behavior different approaches; Quality and customer satisfaction in the services - Servqual; Dynamic Model of Customer Loyalty
2. Tools for measuring quality, satisfaction, loyalty and analysis tools in consumers' behavior: Tools Quantitative / Qualitative; the questionnaire, the focus groups; Regression models; correlation; Cluster Analysis, AID, QFD
1) Knowledge and understanding skills.
Understand the quality factors which influence consumer behavior and contribute to their satisfaction.
2) Ability to apply knowledge and understanding.
Learning the basic tools, both quantitative and qualitative, necessary for customer satisfaction / customer loyalty analysis.
3) Autonomy of judgment.
Know how identify the key quality factors which influence consumer behavior, their satisfaction, and know how to implement this factors in all firms, both product and service sectors.
4) Communication Skills.
Ability to transfer data obtained from the application of measurement tools to reports.
5) Learning Skills.
Ability to know how to analyze the data obtained from both the relevant studies and the practical application of measuring tools, and transfer the results in strategic planning for the firms.
Learning objectives
The course studies (1) consumer behavior, (2) consumer decision process, (3) customer satisfaction, (4) and customer loyalty (5) perceived quality. The understanding of these dimensions is important and useful for enterprises and institutions which operate in the market. The course studies also : (1) CRM, (2) Customer experience and (3) manage networks to improve customer relationship management performance.
Synthesis of the course
1. Relationship between quality / customer satisfcation / loyalty and analysis of consumer behavior: Expected Quality and perceived quality: ISO 9001 and customer, customer satisfaction and customer loyalty; Consumer behavior different approaches; Quality and customer satisfaction in the services - Servqual; Dynamic Model of Customer Loyalty
2. Tools for measuring quality, satisfaction, loyalty and analysis tools in consumers' behavior: Tools Quantitative / Qualitative; the questionnaire, the focus groups; Regression models; correlation; Cluster Analysis, AID, QFD
1) Knowledge and understanding skills.
Understand the quality factors which influence consumer behavior and contribute to their satisfaction.
2) Ability to apply knowledge and understanding.
Learning the basic tools, both quantitative and qualitative, necessary for customer satisfaction / customer loyalty analysis.
3) Autonomy of judgment.
Know how identify the key quality factors which influence consumer behavior, their satisfaction, and know how to implement this factors in all firms, both product and service sectors.
4) Communication Skills.
Ability to transfer data obtained from the application of measurement tools to reports.
5) Learning Skills.
Ability to know how to analyze the data obtained from both the relevant studies and the practical application of measuring tools, and transfer the results in strategic planning for the firms.
examMode
The assessment test for NON-attending students is written and will contain three open-ended questions designed to ascertain the student's theoretical knowledge of the theories related to the customer Satisfiction model (gap and disconfirmation model), customer loyalty model (dynamic model) and strategic CRM presented in class. The time available for conducting the test is 1h.
The objective of the oral test is to check the learning of the concepts explained in the classroom and the ability to understand the best strategies to implement to develop a relationship with potential customers.
Each question is assigned a maximum score of 10 points for a total of 30 points.
The assessment test for those attending is written and will contain three open-ended questions designed to ascertain the student's theoretical knowledge of the theories related to the customer Satisfiction model (gap and disconfirmation model), customer loyalty (dynamic model) and strategic CRM presented in class. The time available for the performance of the test is 1h.
The objective of the test is to check the learning of the concepts explained in the classroom and the ability to understand the best strategies to implement to develop a relationship with potential customers.
Each question is assigned a maximum score of 10 points for a total of 30 points.
However, attending students have the option of developing a project work, the grade of which will supplement the written paper grade. The project work is intended to test learning in practical terms of the concepts explained in the classroom. The maximum grade for the project work is 5 points.
books
Buttle, F. (2012) Customer relationship management. Teorie e tecnologie. FrancoAngeli
Slide del docente.
classRoomMode
Attendance is not mandatory to pass the exam but is required if you want to participate in the projects.
bibliography
Buttle, F. (2012) Customer relationship management. Teorie e tecnologie. FrancoAngeli
Slide del docente.
GRUPPO OPZIONALE AFFINI 24-25
-
16
-
-
119032 - PRODUCT INNOVATION AND CERTIFICATION
ALESSANDRO RUGGIERI
Second Year / Second Semester
8
SECS-P/13
Learning objectives
"Expected learning outcomes
1) Knowledge and understanding.
Knowing the impact of innovation on production processes and new technologies
2) Ability to apply knowledge and understanding.
Learning of the necessary tools to correctly and efficiently implement the innovation tools in the production chains in the light of new technologies.
3) Autonomy of judgment.
Knowing how to identify what new technologies are and what are the effects of innovation in processes, especially production ones.
4) Communication skills.
Ability to transfer the acquired knowledge
5) Learning skills.
Ability to be able to analyze the effects of innovation and define strategic actions."
1. Technological innovation: process and product innovation; the concept of ‘innovative product’; sources of innovation; matching research and innovation; start-ups and spinoffs
2. Process and product types; intermediate and final products; consumer and industrial products; machinery and equipment; the international context; production chains; plastics; chemical industry; pharmaceuticals; fashion system; steel products; mechanical industry; automotive; agri-food industry; digital industry and consumer electronics
3. Impact of innovation on products and processes: digitalisation and automation (Industry 4.0); new factory and production models; ‘digital’ products; new materials: green chemistry materials, bioplastics and biosensors; biotechnologies; use of innovative processes and materials for ‘traditional’ products.
4. Product certification: types of certification; product certification; environmental product certification; CE marking; supply chain production specifications; the international framework; certification and export of products to non-EU markets
examMode
The oral test consists of verifying learning of the concepts and principles of quality-oriented management models. For the attending students, a project work is then foreseen to deepen a case study of a company and the analysis of the effects of innovation on products/production processes.
The oral test will contain a series of questions aimed at ascertaining both theoretical and practical knowledge of the theories and models illustrated and explained in class.
The project work of the attending students aims to ascertain the real understanding of innovation in products/processes.
books
ISO 9001:2015 standard and slides provided by the teacher
classRoomMode
Course attendance is optional
bibliography
ISO 9001:2015 standard and slides provided by the teacher
119036 - ECONOMICS AND MARKETING OF AGRI-FOOD PRODUCTS
SILVIO FRANCO
Second Year / Second Semester
8
AGR/01
Learning objectives
The course aims to provide the theoretical and methodological tools:
(i) to understand the structure of the economic system, with particular reference to the agri-food sector;
(ii) to identify the characteristics of the production and consumption processes of agri-food products and their implications on the environmental and social dimension;
(iii) to analyse the determinants of food consumers' choices and how these choices can drive the marketing strategies.
Part 1 - The paradigm
1.1 - Introduction to the course
1.2 - Environment and society in the history of economic thought
1.3 - Relations between environment and economy
1.4 - Discussion on the topics
Part 2 - Economic processes: the case of the agri-food sector
2.1 - The nature of the economic process and its environmental and social implications
2.2 - The structure of agri-food production processes
2.3 - The structure of food consumption processes
2.4 - Discussion on the topics
Part 3 - Sustainability in the agri-food sector
3.1 - The concepts of weak sustainability and strong sustainability
3.2 - Examples of assessment of the sustainability in the agri-food systems
3.3 - Discussion on the topics
Part 4 - Consumers' behaviour and agri-food marketing
4.1 - The decision-making process of the consumer of agri-food products
4.2 - Perception of the quality and value of food
4.3 - The implications on agro-food marketing (evidences and examples)
4.4 - The implications on territorial marketing (evidences and examples)
4.5 - Discussion on the topics
examMode
The contents of the final exam are defined together with the students during the course
books
- Silvio Franco, "Appunti dalle Lezioni di Economia e Marketing del Prodotti Agroalimentari", 2019
- Supplementary readings and insights
mode
The course is based on: lectures organized in seminar form; presentation of case studies; discussions between the teacher and the students
classRoomMode
The course is not recommended for non-attending students
bibliography
References suggested in the lectures notes "Appunti dalle Lezioni di Economia e Marketing del Prodotti Agroalimentari"
120453 - QUALITY MANAGEMNT IN INDUSTRY 4.0
ALESSANDRO RUGGIERI
Second Year / Second Semester
8
SECS-P/13
Learning objectives
"Knowledge and comprehension skills
- Know the managerial tools to be applied in a quality management system integrated with I4.0. To know the organization of a quality- and innovation-oriented enterprise.
Ability to apply knowledge and understanding
- Learning the tools needed to properly and efficiently implement a Quality Management System and the tools of I4.0.
Autonomy of judgment
- Know how to identify nonconformities in a quality management system and how to identify and apply I4.0 tools
Communication skills
- Through group activities in the classroom at the end of the teaching, communicative activities capable of presenting and describing changes in the management of a specific organization through the presentation of project work will be refined
Learning ability
- The various teaching methods used will enable the student to develop a practical approach to implementing I4.0 tools integrated with a quality system. The student will accrue a critical appreciation of his or her understanding of key concepts, theoretical frameworks, and practices through the high level of classroom interactions"
120395 - INNOVATION AND PRODUCTSUSTAINABLE DEVELOPMENT
MARIAGRAZIA PROVENZANO
Second Year / Second Semester
8
SECS-P/13
Learning objectives
"The course provides the tools to understand the dynamics of innovation and product certification for the competitiveness of companies, with particular reference to international markets.
Expected learning outcomes:
Knowledge and understanding: understand the impact of innovation on production processes and new technologies.
Ability to apply knowledge and understanding: learn the necessary tools to correctly and efficiently implement innovation tools in production chains in light of new technologies.
Autonomy of judgment:bBe able to identify what the new technologies are and what the effects of innovation are in processes, particularly in production.
Communication skills: ability to transfer acquired knowledge.
Learning ability: ability to analyze the effects of innovation and define strategic actions."
"he course addresses the topic of digital transformation of organisations, and the consequent impacts on the way modern organisations work and operate. The course invites students to reflect on the changes, opportunities, risks, and consequences on the use of digital technologies in organisational design and change processes, and on the implications for organisational decision making and operational processes.
The course aims at transferring to the students theoretical knowledge and practical skills on the role of digital technologies in organisations, and on the competences and the processes necessary by individuals and organisations to govern this process.
During the course the students will be engaged in learning activities, both theoretical and practical ones, as individuals and in groups. The participation to the course will stimulate in students the development of the following capabilities.
Knowledge and comprehension
Understand the nature and impact of organisational change produced by the introduction of digital technologies in individual and groups behaviour.
Know the main information systems used in organisations.
Know the tools to analyse processes and guide the transformation processes through digital technologies.
Know the tools and the processes for analysing the information needs and for the design of or data analysis and presentation.
Applied knowledge
Being able to identify potential areas of application of digital technologies to solve organisational problems.
Being able to understand and govern the analysis of business processes and their re-engineering in the digital transformation.
Know how to identify and analyse the information needs of an organisation and how to design data analytics tools to satisfy such needs.
Know how to manage a digital transformation process through planning activities and estimating the effort, and know how to control the process using project management tools and techniques
Judgement capabilities
Know the main variables influencing the digital transformation process, know how to analyse them, and be able to judge if and when digital technologies can be used for organisational innovation and change.
Communication capabilities
During the course the students will practice the capabilities of presenting and discussing their ideas on the role of digital technologies in the transformation process of organisations.
Know how to learn
Being able to learn in an autonomous and self-management way.
The course of Marketing & Big Data Analytics aims to make students understand how Marketing is a field in which data and data analytics play a critical role. Market and customer insights provide recommendations for marketing decision-makers, and they must be handled regularly due to the dynamism of today’s market climate. As part of their marketing plan, organizations and decision-makers must consider data generated by customers and markets. For marketing decision-making, data must be used as a critical component of the marketing strategy.
Organizations are now applying big data analytics to understand their customers better and achieve optimum customer engagement. Big data are, however, not a solution but just raw material.
The challenge remains to transform the data into knowledge that managers can use to solve challenges and achieve improved performance.
The programme includes a first part of study and an in-depth examination of marketing preparatory to the introduction of data analysis and then Big Data.
In the second part, the focus will be on the characteristics of Big Data, its analysis, representation and use in marketing strategies.
Finally, the third part of the course involves the application of the knowledge acquired through the development of a project work and seminars with company managers
ENG
The course covers the study of the marketing management process and the analysis of the role, importance and analysis of Big Data for setting marketing strategies.
1) Knowledge and understanding: to know and understand marketing, data analysis and in particular the role of Big Data in decision-making processes;
2) Applying knowledge and understanding: practically apply the knowledge acquired in data analysis and Big Data to elaborate marketing strategies useful to respond to consumer needs;
3) Making judgments: having autonomy of judgement and ability to apply in an independent and original way methodologies and tools of data analysis in directing business choices;
4) Communication skills: to be able to communicate the knowledge acquired also through exercises and project work for comparison with other colleagues, to be able to communicate company data and interpret them for the marketing function;
5) Learning skills: to learn a method of critical analysis and application of data and their analysis to the decision-making process in order to predict and monitor their effect on company strategies and results.
examMode
Examination for attending students
Students attending the course sit a written examination consisting of 10 multiple-choice questions and two open-ended questions.
Students attending the course may add to their written examination mark the marks obtained in class for the projects set during the lectures.
Examination for non-attending students
Non-attending students will take a written examination consisting of ten multiple-choice questions and two open-ended questions.
books
First part:
• Kotler/Armstrong - Principles of Marketing (17 o 18 edizione - disponibile free online)
https://opac.atmaluhur.ac.id/uploaded_files/temporary/DigitalCollection/ODljY2E4ODIyODViZjFkODgzNDUxYWZlNWFhZmY2MGE5MDc0ZDVmYw==.pdf
Second Part:
• Chaudhary, K., & Alam, M. (2022). Big data analytics: applications in business and marketing. Auerbach Publications.
• Other material provided by the teacher and uploaded to the Moodle platform
• Lecture slides
classRoomMode
Attendance is not mandatory.
bibliography
Kotler/Armstrong - Principles of Marketing (edition 17 or 18)
Chaudhary, K., & Alam, M. (2022). Big data analytics: applications in business and marketing. Auerbach Publications.
