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With the aim to enrich the ongoing debate about healthcare management, the paper has a twofold intent: [1] to emphasise the interpretative contribution that intellectual capital can provide to a better understanding of the relevant role of patients in the healthcare sector and [2] to investigate the relationships between the three main dimensions of intellectual capital – human capital, relational capital and structural capital – and patient satisfaction in the healthcare sector.

The intellectual capital framework is contextualised in the healthcare sector, and the relationships among patient evaluations of human capital, relational capital and structural capital and patient satisfaction are tested via structural equation modelling (SEM) using primary data collected with reference to a sample of 561 Italian patients involved in post survey treatments in three Italian hospitals.

The role of intellectual capital in supporting a better understanding of processes and dynamics of patient satisfaction in the healthcare sector is underlined. The empirical research provides possible guidelines for recovery patients centrality in healthcare management.

The paper shows how an intellectual capital framework can support a better understanding and management of dynamics and processes through which patient centrality and satisfaction in healthcare management can be enforced.

The aim of this paper is to analyse how technological innovations in performance measurement systems make it possible to overcome some of the challenges that public healthcare organizations face where management and control are concerned. The changes that could be applied to the performance measurement system of healthcare organisations were analysed together with an evaluation of the responses developed in order to achieve these changes.

The paper contains an in-depth case-study of a public university hospital which utilises an innovative information system.

The case-study highlights how technological innovations in performance measurement systems impact the management and monitoring information system in a public university hospital, through the implementation of a multidimensional management dashboard.

The limitation of this paper is that only one case-study is analysed, albeit in depth, while it would be interesting to consider more public university hospitals.

The paper highlights the fundamental role of middle management in change processes in the healthcare sector.

The case-study highlights how critical the active involvement of middle management is in performance measurement and management, and how this is achieved thanks to the adoption of a simple, clear method which ensures comprehensible communication of the objectives, as well as the measurement of performance by means of radar plots.

Operating in a variety of countries, multinational companies (MNCs) experience a high variety and variability of physiological and contextual dynamics, requiring a more careful knowledge management approach. In this scenario, this paper aims to investigate the entrepreneurial facets and managerial aspects (entrepreneurial orientation/managerial intentionality) of MNCs’ internationalization from a knowledge-based perspective.

A theory-building approach is applied, involving a comparative case study of two MNCs conceived through the separation of a unique family business. Aiming to enrich the research about companies’ internationalization, some crucial elements are individuated to build a theoretical frame explaining the evolutionary paths of so-called born global.

This paper shows that companies’ internationalization development is based on a multiplicity of variables and underlines the need to incorporate different points of view when attempting to explain the dynamics of internationalization processes.

The empirical significance of the two cases does not legitimize theorization. However, this research presents interesting results that could be strengthened by a series of comparative case studies dealing with other MNCs or deeper quantitative investigation.

This research approach could be considered as stimulating by the scientific and managerial community, as the internationalization process is articulated by mixing managerial, entrepreneurial and cognitive aspects.

To analyze and discuss the research on the public healthcare services (PHCS) through the lenses of coproduction/creation by systematizing the antecedents, the process enablers and the outcomes of coproduction/creation in terms of organizational and individual/patients factors.

A systematic review was performed based on 46 papers found in ISI Web of Science and Scopus databases following the Prisma Protocol for the search.

The results show that antecedents of coproduction/creation are connected to organizational/institutional capabilities (e.g. codesign of services or trust development) or patient/individual factors (e.g. physical and mental capabilities). The process of coproduction/creation relates with enablers, such as interactive and dynamic relationships between public care service providers and users. Finally, outcomes have diverse nature, namely quality of life, compliance, behavioral intentions, among others.

This study addresses the overlooked topic of coproduction/creation of value within PHCS. It contributes to public healthcare services literature wherein concepts of coproduction and cocreation of value are still on debate. It contributes to the transformative service research (TSR) by underlining that healthcare factors, processes and approaches may have a positive or negative (value codestructing) influence on the well-being. It yields crucial implications for PHCS.

It is the first attempt to systematize scientific knowledge on this topic, therefore conferring some novelty potential.

The purpose of this paper is to study four cases of the adoption of co-production and compare them according to the type of user involvement, contextual factors and the organizational structure.

In total, 30 interviews were conducted in four mental health organizations which are implementing co-production in the North of Italy. Interviews were conducted with clinicians, nurses, patients and family members. The data collected was triangulated with further sources and official documents of organizations. The results have been compared by means of a validated international framework (IAP2) regarding the contextual factors and the level of co-production adopted.

The adoption of co-production in the four cases differs by the activities implemented and how organizations involve informal actors. It seems to be influenced by the contextual factors specific to each organization: power, professionals’ opinions and leadership. Organizations whose practitioners and leaders are willing to distribute their power and value informal actors’ opinions seem to facilitate the systematic involvement of users. Overall, the results highlight the importance of considering contextual factors when evaluating and describing co-production activities.

This paper contributes to describing how mental health organizations are implementing co-production. It examines the influence of contextual factors on the type of co-production adopted.

This paper aims to explore the dynamics of value co-creation in the context of health care logistics by focusing on the change in the value creation spheres of a logistics service provider and its customer organization.

The development of value co-creation between the two organizations was researched through a qualitative case study that focuses on a situation wherein the hospital’s central warehouse was moved to a more distant location. Data consist of the interviews and focus group discussions of both nursing staff and logistics managers before and after the change. The empirical results are reflected to service and value co-creation literature as well as to existing knowledge about health care logistics.

The new situation compelled the counterparts to plan more structured logistics service procedures, as there was no longer any possibility for nursing staff to pick up urgently needed items from the central warehouse. This strengthened the role of the joint value creation sphere and made it more visible during the change.

The study contributes to the evolving research on health care logistics and connects it to timely service value discussion. This paper proposes that as the physical distance of service facilities increases, the joint co-creation sphere, interestingly, gets widened during the change.

Managerially, the study provides implications for how to develop health-care material logistics to provide more value for both the logistics service providers and their customers.

Understanding value co-creation in health care logistics services supports care organizations in developing their processes toward better care for the patients. Thus, health care logistics research facilitates societies and health-care systems to reach their goals in terms of better service and lower costs.

This study presents an up-to-date example of value co-creation in the scarcely researched context of health care logistics.

This study aims to examine the effects of the servicescape on experiential state, delight and memorability in the context of the cruise experience. This study also analyzes the moderating effects of sociodemographic characteristics (income and place of residency) and prior travel experience.

Drawing on the Stimulus-Organism-Response theory, structural equation modeling via partial least squares path modeling was applied to a sample of 415 cruisers. A multi-group analysis was used to test the moderating effects.

Study results confirm the predictive role of the servicescape in creating experience, delight and memorability, with a place of residence, past travel experience and income exerting moderating effects on the aforementioned relationships.

The results offer useful insights for managers who operate not only in the cruise industry but also in other service contexts. Moreover, the moderating effects offer novel insights into smarter marketing on the part of service companies oriented toward value co-creation.

Only a few recent studies have focused on the servicescape in the context of the cruise industry. This study contributes to the literature by providing a theoretical framework and empirical evidence for analyzing the role of the onboard servicescape in cruisers’ experience, delight and memorability while also considering the moderating effects that of sociodemographic and travel-related characteristics exert on the different paths.

At exceptional times, governments are entrusted with greater authority. This creates significant concerns over governments’ transparency and accountability. This paper aims to pursue a twofold objective: assessing the patterns of open government data during the extraordinary time initiated by the COVID-19 pandemic drawing relevant policy and managerial implications regarding the future development of open data as a mechanism of accountability at times of exception.

The study follows exploratory research, relying on a web content analysis. The empirical setting is provided by 20 Italian regional governments during the COVID-19 pandemic as a shock that has triggered an exceptional time for governments.

Results on the desirable (extrinsic and intrinsic) characteristics of the data analyzed show that in the empirical setting investigated, open data does not enable to properly address the accountability concerns of a demanding forum at times of exception.

The paper enriches the state of the art on accountability and provides both scholars and practitioners (e.g. policymakers, managers, etc.) a current reading of data-driven orientation as a stimulus to the accountability of public administrations during exceptional times.

The paper investigates open data as a condition of public accountability, assessing whether and how Italian regional governments have concretely opened their data to enable their forums to elaboration of an informed opinion about their conduct during the ongoing pandemic. This fosters the understanding of how accountability is deployed in times of exception in light of the possibilities offered by the availability of online platforms.

The growth of the public Internet and enterprise intranets as a digital distribution mechanism for information has exploded and today one of the most promising developments is the so‐called push technology. Current push technology‐based packages deliver customised news to users’ desktops, reducing the burden of acquiring and integrating data from multiple and dynamic sources. Aims to discuss the potential of push technology in integrating current techniques for evaluating IS/IT investments.

The paper focuses on high segments of the Italian wine market. The goal is twofold. First, it aims at understanding to what extent wine experts are influenced by specific quality clues. Second, it seeks at assessing the role and effectiveness of different quality clues in the creation of price

To meet these goals two independent equations are set. The first -estimated via an ordered logit- explaining the rating of a wine with a bunch of attributes of the wine and of its production process. The second equation is a hedonic price model –estimated via an interval regression- where price is a function of a large number of quality clues. The analysis covers 2,523 wines from three Italian Regions as reviewed by Veronelli guide, 2010 edition

The model estimation results indicates that: i) few attributes seems to systematically impact experts’ judgments; ii) many quality clues are associated with significant price premiums; iii) in some cases consumers give value to quality clues along with Veronelli’s experts while in other cases there is no such alignment

This study advances the literature in two different ways. First, modeling two distinct equations that describe the factors affecting, on the one side, experts’ evaluations, and, on the other side, market prices. Second, as it assesses the price premium associated to quality clues whose value hasn’t been considered so far in hedonic price models. We affirm that assessing factors that influence experts brings more transparency and a better segmentation in the guide market and in all experts’ quality signals.