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Teacher
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SILVESTRI Cecilia
(syllabus)
1. Relationship between quality / customer satisfcation / loyalty and analysis of consumer behavior: Expected Quality and perceived quality: ISO 9001 and customer, customer satisfaction and customer loyalty; Consumer behavior different approaches; Quality and customer satisfaction in the services - Servqual; Dynamic Model of Customer Loyalty
2. Introduction CRM, definition and types
(reference books)
Lecture notes by the teacher.
Francis, B., & Ornati, M. (2012). Customer Relationship Management. Teorie e tecnologie. Franco Angeli.
Costabile, M. (2001). Il capitale relazionale: gestione delle relazioni e della customer loyalty. McGraw-Hill.
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