Gian Luca Marzocchi is Full Professor of Marketing and Consumer Behavior at the Department of Management, University of Bologna. He is Chair of Quality Assurance Committee at University of Bologna. He is also member of the Brand Committee of the University. His research focuses on three areas: the development and application of quality measurement models and customer satisfaction; branding, with particular emphasis on studying the relationship between identification and loyalty in brand communities; intertemporal choices, with special emphasis on the cognitive representation of the past/future continuum. His scientific research has been published in many international scholarly journals, including the Journal of Applied Psychology, Psychology and Marketing, Journal of Economic Psychology, European Journal of Marketing, International Journal of Service Industry Management, Service Industries Journal, Advances in Service Marketing and Management, Entrepreneurship Theory and Practice, Journal of Operational Research Society, Journal of Management and Governance, International Journal of Market Research. He has been Visiting Scholar at the Stern School of Business of New York University.
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.