Docente/Teacher

dott. Massimo FUCCARO

Crediti/Credits

6 CFU

Obiettivi formativi specifici/Objectives

The course illustrates the importance of service management in the world economy. Explores the differences between goods and services and the management implications. Examines the consumer decision process, ethical issues and the issues of customer satisfaction and service quality. It offers an overview of the various types of mathematical models of financial engineering and financial instruments for financial risk management of services companies.

Competenze acquisite/Acquired skills

- Service Characteristic.
- Organization and Management in service companies.
- Finance Risk Management in service companies.

Programma/Lectures and exercises

Overview of service management: introduction to services, fundamental differences between goods and services, consumer decision processing services management, ethical issues (10 hours).
Service strategy: service delivery process, the pricing of services, developing the service communications mix, managing the firm's physical evidence, people issues: managing service employees, people issues: managing service customers (18 hours).
Assessing and improving service delivery: defining and measuring customer satisfaction, Defining and measuring service quality, service failures and recovery strategies, customer retentions (8 hours).
Financial Risk management: financial product and how they are used for hedging, how traders manage their exposures, Interest rate risk, volatility, correlations, copulas, bank regulations, VAR, credit risk losses and credit var, credit derivate, operational risk, model risk and liquidity risk (24 hours).

Bibliografia/References

- M. Fuccaro "slides of the course"
- D. Hoffman, J.E.G. Bateson "Service marketing"
- R. Normann "Service management"
- J. Hull "Risk Management and Financial Institutions"

Modalità d'esame/Type of exam

written and oral