Integrated Course of Customer Relationship Management – Managing Satisfaction and Dissatisfaction - SECS P08 - 6 ects
Learning outcomes: The purpose of the course is to make participants understand and appreciate the relative strengths and weaknesses of a variety of customer satisfaction measurement approaches and instruments available today. A key element in this process is measuring customer satisfaction through market research. As such, the course will focus on the understanding and the actual implementation of the customer satisfaction measurement practices currently employed in business environment. Customer dissatisfaction and complaint management techniques will also be explored and critically evaluated.
Integrated Course of Customer Relationship Management – Service Performance Metrics - SECS P08 - 6 ects
Learning outcomes: This course focuses on the tools that are used to monitor the effectiveness of service strategies and decisions. Metrics communicate the effectiveness of these decisions and are useful to assess how ressources are used, and if the firm delivers results consistent with the mission. This course explores the full range of performance metrics. It looks at where the metrics come from, what they reflect on, and how they can be analyzed to improve performance.
Integrated Course of International Business– International Management- SECS P08 - 6 ects
Learning outcomes: The course provides concepts and tools for the strategic analysis of business decisions in service organizations. In particular the course focuses on corporate strategy in general and international strategies of services firms - globalisation of markets and the attractiveness of foreign markets, and different entry modes in international markets. It also examines the geographical distribution of activities in multinational service firms.
Integrated Course of International Business – Business Plan - SECS P08 - 6 ects
Learning outcomes: This laboratory provides the analytical tools and concepts for effectively preparing a business plan for service organizations. The laboratory examines the objectives and structure of the business plan, including the marketing plan and competitive strategy, the operations, organizational structure and the financial plan of the new service activity. Students will actively participate and be trained to the preparation of business plans.
Corporate Finance - SECS P09 - 6 ects
Learning outcomes: The course provides a framework for understanding and analyzing investment and financial decisions of corporations. Lectures and readings provide an introduction to present value techniques, capital budgeting, company valuation, capital structure decisions, corporate cost of capital. The goal is to provide students with a solid understanding of the theories underlying the firms investment and financing decisions as well as with the practical skills needed to solve real-life cases.
Integrated Laboratory of Service Value Management – Strategic Cost Management Laboratory - SECS P07 - 3 ects
Learning outcomes: This laboratory aims at having participants understand the use of financial budgets, strategic costing, the impact that activity based costing, marginal costing and full costing have on profit.
Integrated Laboratory of Service Value Management – Value Pricing Laboratory - SECS P08 - 3 ects
Learning outcomes: This laboratory aims teaching students how to price and services by providing a comprehensive framework for understanding pricing strategies and tactics. The course addresses issues such as price elasticities, economic value analysis, value perception and price customization.
Firm Laboratory (Job Interviews) - 3 ects
Learning outcomes: This laboratory aims to provide the students with the skills for a successful job placement in business firms. It will organize seminars and other activities aimed at directly know and experience the firms' job selection procedures and learn how to prepare for job interviews.