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
The course provides a comprehensive overview of the various advertising tools that companies can use to communicate across several different media, and shows how they can be integrated within a unique communication plan. Furthermore, the course explores the various structures and competencies involved in the communication process, from creatives to advertising agencies. By mixing the marketing and the communication perspectives, this course will enable students to develop a good understanding of both communication contents and strategies.Marketing Management