The TQM Journal: Volume 30 Issue 5


Table of contents - Special Issue: 20th Excellence in Services Conference 2017

Guest Editors: Claudio Baccarani, Jacques Martin

The role of customer experience touchpoints in driving loyalty intentions in services

Marco Ieva, Cristina Ziliani

The explosion in the number of touchpoints is putting pressure on companies to design omnichannel customer experiences aimed at achieving long-term customer loyalty. The purpose…


The effects of students: University identification on student’s extra role behaviours and turnover intention

Roberta Pinna, Pier Paolo Carrus, Marta Musso, Gianfranco Cicotto

The purpose of this paper is to investigate the role of university identification to explain students’ involvement in extra-role behaviours and turnover intentions. The…

Exploring city image: residents’ versus tourists’ perceptions

Fabio Cassia, Vania Vigolo, Marta Maria Ugolini, Rossella Baratta

City image has been defined as the sum of beliefs, ideas and impressions people hold regarding a city. While abundant literature has explored city image from tourists’…


Insights on the adoption of social media marketing in B2B services

Nicoletta Buratti, Francesco Parola, Giovanni Satta

The purpose of this paper is to review extant literature on social media marketing (SMM) in B2B service markets, by scrutinizing and categorizing potential benefits for firms. The…


Active seniors perceived value within digital museum transformation

Christelle Traboulsi, Moreno Frau, Francesca Cabiddu

The purpose of this paper is to answer fundamental questions on the perceived value of active senior visitors (55+ years old) in the context of cultural heritage sites, when using…


Carpooling: travelers’ perceptions from a big data analysis

Maria Vincenza Ciasullo, Orlando Troisi, Francesca Loia, Gennaro Maione

The purpose of this paper is to provide a better understanding of the reasons why people use or do not use carpooling. A further aim is to collect and analyze empirical evidence…


Interplaying ecosystems: a mega-level analysis of education and labour ecosystems

Rosalba Manna, Maria Vincenza Ciasullo, Silvia Cosimato, Rocco Palumbo

The ecosystem view is a fascinating perspective which provides management scholars with innovative conceptual tools to investigate the functioning of complex service systems. The…

The strategic priorities in the materiality matrix of the banking enterprise

Vincenzo Formisano, Maria Fedele, Mario Calabrese

Nowadays, in this highly dynamic and complex context, companies have to act in a socially responsible and sustainable way to survive, creating shared value. The purpose of this…

Accommodation prices on Airbnb: effects of host experience and market demand

Francesca Magno, Fabio Cassia, Marta Maria Ugolini

Accommodation sharing is a major trend shaping the hospitality industry, and Airbnb is the most prominent sharing platform driving this growth. While price convenience is reported…


Managing CSR communication: A study of legitimacy-seeking strategies adopted by service and product companies

Agostino Vollero, Maria Palazzo, Alfonso Siano, Domenico Sardanelli

The purpose of this paper is to analyse how service and product-based industries communicate their efforts in corporate social responsibility (CSR) as legitimacy-seeking…


A review of the Toulon-Verona Conference Excellence in Services best papers 2008-2016: Research topics and methodologies

Antigoni Papadimitriou

The purpose of this paper is to review and explore the primary characteristics of the best papers, which have been selected by the Toulon-Verona Conference (TVC) Excellence in…

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  • Dr Alexander Douglas