Chiara Orsingher is Associate Professor of Marketing at the University of Bologna. She earned her Ph.D. in Management at the University of Aix- Marseille, France. She is part of the Faculty of BBS since its foundation. Professor Orsingher research interests include service management, customer experience, customer satisfaction and complaining behavior, referral-reward programs, and meta-analysis. Professor Orsingher has been awarded with the best 2019 paper of the Journal of Service Research and has been a finalist in the 2014 edition of the award.
Her work has received twice the highly Commended Paper Award from the Journal of Service Management. She is part of the International Network of Service Research as an Important contributor to the field of service research and has been invited to several conferences as a Thought Leader in Services. She has published articles in Journal of the Academy of Marketing Science, Journal of Service Research, Academy of Management Perspectives, Psychology & Marketing, Journal of Business Research, and Journal of Service Management, among others. Dr. Orsingher advises several private and public companies on issues related to the development and management of the service offer, customer experience management, service failure and complaint handling management.
INSPIRATIONAL AND MOTIVATIONAL SESSIONS – In manufacturing companies, the service component is growing. Service management has therefore quickly acquired a new relevancy: in any business it is necessary to analyze the relationship with customers, measure their satisfaction, carefully design the components of the service, and predict the purchasing behavior of the consumer. Moreover, service is “live” and “direct” just like the way we communicate, management and leadership. To design, implement and manage activities in a direct way there is only one solution: people first. The workshop covers the evolution of service management, touching on specific aspects including customer satisfaction and quality systems.Executive MBA
Service ManagementMBA Evening
The psychology of the investor and the relationship between consultant and investor. How to schedule meetings and how to submit the Mifid questionnaire. How to understand the customer’s needs in relation to his or her life goals.
FOCUS SESSION – Businesses increasingly recognize that the customer starts the consumer experience when they interact with all the physical elements involved in the experience, not just the purchase phase. Today, we know that the physical and digital environments play multiple roles in the customer experience: they modulate the degree of customer autonomy during the consumer experience and shape the relationships between the customer and employees. Increasingly, the physical and digital environments can influence clients’ cognitive reactions (e.g., orientation capacity), affective reactions (e.g., pleasure), and behavioral reactions (e.g., the desire to stay or move away). The course addresses these issues by providing participants with solid theoretical foundations on the effects of the consumer environment on individuals through several examples of how these principles can be translated into reality.Supply Chain and Operations