Managing Customers, Users, and Consumers in Corporate Social Responsibility

TEACHING UNIT 1. CONCEPTS AND SCOPE Introduction. Concepts and scope. The customer as a stakeholder New paradigms in CSR Internal policies and risk assessment Customers in Standards and Systems Areas of Work and Best Practices TEACHING UNIT 2. CSR MANAGEMENT TOOLS FOR CUSTOMERS, USERS, AND CONSUMERS Quality Management Quality Management Processes Quality management models Safe, healthy, adapted, and inclusive products and services Responsible information and communication TEACHING UNIT 3. DIALOGUE WITH CUSTOMERS, USERS, AND CONSUMERS. CUSTOMER EXPERIENCE Reasons for and Scope of Dialogue with Customers, Users, and Consumers Tools for Dialogue with Customers, Users, and Consumers The Concept of Customer Experience and Its Relationship to CSR Methodologies for Implementing Customer Experience Best Practices and Customer-Specific Programs TEACHING UNIT 4. SUSTAINABILITY IN PRODUCTS AND SERVICES From Conscious Consumption to Responsible Consumption Sharing Economy Sustainable Cities: Circular Economy and Urban Renaturalization Sustainable Cities: Sustainable Mobility Sustainable Construction