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Article
Publication date: 12 December 2018

Federico Brunetti, Chiara Rossato, Paola Castellani and Elena Giaretta

This paper aims to answer the call for greater humanization of the corporation, introducing aphorisms as a new tool for developing management awareness, creativity, and…

Abstract

Purpose

This paper aims to answer the call for greater humanization of the corporation, introducing aphorisms as a new tool for developing management awareness, creativity, and multiple-perspective mind-set.

Design/methodology/approach

The paper elaborates on a theoretical base to suggest a new tool for management development.

Findings

A firm is not only a technical system but rather a community of people, and due to increasing environmental complexity, humanities can provide managers with great help. In this line of thought, aphorisms are an under-considered literary genre that can prove helpful in humanizing the corporation.

Practical implications

Aphorisms can assist management in several ways: they help to understand what the organization stands for and to focus organizational values; they contribute to define corporate identity to people inside and outside the organization; they favor open-minded examination of problems from multiple perspectives, giving way to unexpected possibilities; and they generate critical dialogue within the management team about strategic decisions.

Originality/value

Although several arts and disciplines have already been considered in management literature, as far as the authors know, this is the first paper attempting to introduce aphorisms in the management toolbox.

Details

Development and Learning in Organizations: An International Journal, vol. 33 no. 3
Type: Research Article
ISSN: 1477-7282

Keywords

Content available
Article
Publication date: 13 July 2020

Fabio Cassia, Paola Castellani, Chiara Rossato and Claudio Baccarani

Despite a growing interest in accessible tourism, delivering high-quality tourism experiences to people with disabilities (PwD) remains a major challenge. Beyond a number…

Abstract

Purpose

Despite a growing interest in accessible tourism, delivering high-quality tourism experiences to people with disabilities (PwD) remains a major challenge. Beyond a number of acknowledged barriers (e.g. cultural, architectural, relational), the main issue is the lack of coordination amongst the many actors participating in the co-creation of tourism experiences. This paper intends to advance available knowledge on this issue by conceptually suggesting a solution that draws on the concepts of the tourism experience and digital ecosystems.

Design/methodology/approach

This paper is developed as a conceptual contribution, drawing also on an illustrative example that considers a tourist with mobility disability as the focal actor.

Findings

The results indicate that a digital ecosystem could contribute to making tourism locations more accessible by enabling information sharing and coordination amongst all actors that co-create the tourism experiences. Moreover, the analysis underlines that tourism locations should be designed to be useable by all people, drawing on the principles of the universal design.

Research limitations/implications

This paper describes a path to fostering accessible tourism, drawing on local authorities, particularly municipalities and universities. The suggested solution would benefit from future empirical analyses to assess its strengths and weaknesses.

Originality/value

By drawing on the concept of digital ecosystems, this paper is amongst the first studies to suggest a path to making tourism locations more accessible to all tourists (with or without disabilities) based on technology.

Details

The TQM Journal, vol. 33 no. 1
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 15 October 2019

Andrea Chiarini, Paola Castellani and Chiara Rossato

The purpose of this paper is to investigate the factors that are important for improving the performance of ISO 9001 certified small- and medium-sized service enterprises (SMSEs).

Abstract

Purpose

The purpose of this paper is to investigate the factors that are important for improving the performance of ISO 9001 certified small- and medium-sized service enterprises (SMSEs).

Design/methodology/approach

Preliminary research questions were set on the basis of a literature review and then submitted to a Delphi panel of experts. The results from the Delphi panel were transformed into hypotheses in the form of a survey. A sample comprising 115 Italian SMSEs answered the survey, which also included specific fields for qualitative notes. The hypothesis tests used 95% confidence intervals, and notes and suggestions from the respondents were also collected.

Findings

The findings relate to the role and responsibilities of the quality manager, as well the entrepreneur and partners, the quality of the enterprise culture, training, awareness concerning process key performance indicators, visual management and modern digitised documentation and communication. Furthermore, criticisms emerged regarding the ISO 9001 standard in terms of cost of quality measurement, day-to-day improvement and problem-solving.

Research limitations/implications

This research is limited to SMSEs. The limitations of this research open avenues for further research. In particular, many suggestions from the respondents seem generalisable to other industries and also to large manufacturing firms.

Practical implications

The findings of this research could be used as a guideline for implementing ISO 9001 in the SMSE sector. Moreover, some of the criticisms could be taken into account for the next revision of the ISO 9001 standard.

Originality/value

This is one of the first papers to discuss important factors for improving the performance of ISO 9001 in the SMSE sector.

Details

The TQM Journal, vol. 32 no. 1
Type: Research Article
ISSN: 1754-2731

Keywords

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Article
Publication date: 15 February 2019

Claudio Baccarani, Fabio Cassia, Chiara Rossato and Daniela Cavallo

Recent literature on the implications of applying service-dominant (S-D) logic to conceptualise value-creation processes views territory only as an operand resource (a…

Abstract

Purpose

Recent literature on the implications of applying service-dominant (S-D) logic to conceptualise value-creation processes views territory only as an operand resource (a resource upon which an act is performed). This study aims to show that territory is both an operand and operant resource (a resource that acts on other resources) and to examine how this conceptualisation may extend knowledge about co-creation processes between a firm and its territory.

Design/methodology/approach

The study develops a conceptual contribution, drawing on previous research and combining managerial thinking with architectural–urban planning thinking, using illustrative examples.

Findings

This study shows that the territory actively participates in value co-creation through interactions with other actors (e.g. firms, inhabitants and tourists). The territory is not only an output of human actions but also a process through which its essence and traits emerge over time. It can infinitely inspire firms with ideas, provided they are able to listen to it and recognise its value co-creator nature.

Research limitations/implications

Contrary to the traditional firm location theory, this study highlights that a territory’s attractiveness is related to its potential, active contribution to value co-creation. The study’s arguments provide a contribution to the current debate about territorial servitisation but should be refined through empirical analyses.

Practical implications

The paper provides suggestions on platform-designing methods – supported by technologies – to enable the territory to engage in value co-creation.

Originality/value

While some studies have applied the S-D logic to territories, this study is the first to recognise that the territory has an active role in value co-creation.

Details

Journal of Place Management and Development, vol. 12 no. 2
Type: Research Article
ISSN: 1753-8335

Keywords

Content available
Article
Publication date: 13 May 2020

Chiara Rossato and Paola Castellani

This paper aims to examine how long-lived firms can further develop through digitalisation in terms of actions, conditions and effects from a competitiveness perspective.

Abstract

Purpose

This paper aims to examine how long-lived firms can further develop through digitalisation in terms of actions, conditions and effects from a competitiveness perspective.

Design/methodology/approach

This exploratory study follows an inductive approach based on a survey conducted via interviews undertaken with nine long-lived Italian firms. The dimensions of the model (command, continuity, community, connection), elaborated by Miller and Le Breton-Miller (2005) in relation to longevity factors, were chosen to analyse digitalisation’s contribution to these long-lived firms’ development.

Findings

The digitalisation implemented by the analysed firms contributed in a variety of ways: (1) improved the efficiency and effectiveness of their business processes, (2) enhanced the understanding of customer experience, (3) supported their craftsmanship and the transmission of the knowledge included in the entrepreneurial path, (4) increased the awareness of the cultural value of the firms’ heritage and (5) allowed for the development of cutting-edge design skills by experimenting with content on different digital platforms and devices.

Practical implications

This study suggests managers of long-lived firms develop digital skills that allow them to interact with the rapid evolution of this context and understand how to effectively implement digitalisation in their specific firm. From this perspective, it is strategic to establish or strengthen collaborative network relationships to acquire such necessary skills.

Originality/value

This study provides novel empirical evidence on how long-lived firms are facing the challenge of digitalisation in terms of actions, conditions and effects to improve their competitiveness and ensure their survival.

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Article
Publication date: 7 July 2020

Emanuela Conti, Massimiliano Vesci, Paola Castellani and Chiara Rossato

This study aims to develop an all-encompassing model to analyse various aspects of atmospherics, including components of the museum space and its physical surroundings…

Abstract

Purpose

This study aims to develop an all-encompassing model to analyse various aspects of atmospherics, including components of the museum space and its physical surroundings. Moreover, it evaluates whether the identified attributes of the “museumscape” affect the positive word of mouth of museum visitors.

Design/methodology/approach

This exploratory study adopts a quantitative methodology. Data were collected through direct interviews with visitors at three Italian art museums and through a structured questionnaire. All dimensions were measured with multiple items on a five-point Likert scale. To assess the influence of the museumscape attributes on positive word of mouth, a structural equation model is performed adopting the two-stage testing procedure estimating the measurement model in the first stage and running a confirmatory factor analysis to assess reliability and demonstrate convergent and discriminant validity for all multi-item measures.

Findings

Six attributes of the museumscape are delineated (ambient conditions; facilities and convenience; signs and signage; staff behaviour; art gallery quality; exhibition space aesthetics). The latter three positively influence visitors' positive word of mouth.

Research limitations/implications

The study expands frameworks from previous service museum marketing research in general and service museum research on atmospherics in particular. The framework developed here identifies the direct predictive power of museumscape cues on positive museum visitor's word of mouth, thus increasing knowledge of the customer service experience and service quality and atmospherics management.

Practical implications

The constructs discovered here may help museum managers to carefully design and manage the museumscape to enhance visitors' satisfaction and loyalty.

Originality/value

This study is the first application of servicescape theory in the museum context; previous applications focus on for-profit sectors.

Details

The TQM Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 8 July 2020

Massimiliano Vesci, Emanuela Conti, Chiara Rossato and Paola Castellani

This paper aims to analyse the quality of experience in the Italian art museum context and to understand the mediating role of satisfaction between museum experiences and…

Abstract

Purpose

This paper aims to analyse the quality of experience in the Italian art museum context and to understand the mediating role of satisfaction between museum experiences and visitors' word-of-mouth (WOM) behavioural intentions.

Design/methodology/approach

This exploratory study adopted a quantitative methodology. Visitors to Italian art museums were interviewed, and the results were examined using exploratory factor analysis and regression analysis.

Findings

The analysis shows that the following museum experience dimensions were present in the Italian art museum context: aesthetics, escapism and “edumotion”. Further, these dimensions positively affected visitors' overall satisfaction which mediates on WOM behavioural intentions.

Research limitations/implications

The small sample limits the generalisability of findings, and further research on the topic is recommended.

Practical implications

Museums should allocate resources to improve visitor experience, visitor satisfaction and museum attractions. Specifically, museum managers should invest in the three dimensions that emerged from this study.

Originality/value

This study enriches the empirical evidence on experiential marketing in the museum context by focussing on the mediating role of overall satisfaction in the relationship between museum experience and WOM behaviours. To the best of the authors' knowledge, this is the first study investigating this phenomenon in Italian museums.

Details

The TQM Journal, vol. 33 no. 1
Type: Research Article
ISSN: 1754-2731

Keywords

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Article
Publication date: 29 July 2014

Paola Castellani and Chiara Rossato

The purpose of this paper is to see whether companies that have set up company museums and archives realise the communication potential of this tool and in what terms such…

Abstract

Purpose

The purpose of this paper is to see whether companies that have set up company museums and archives realise the communication potential of this tool and in what terms such potential may have been actualised.

Design/methodology/approach

The paper opted for an in-depth study in order to get an insight into the perception of the communication potential of the museum and archives. All of the 52 companies associated with the association “Museimpresa” were contacted, the members of which are the main companies in Italy that have set up their own museum and archives. Each company has been interviewed through a detailed and structured questionnaire carried out involving either the business owner or the marketing, communication or external relations manager or the curator of the museum/archives.

Findings

A company museum-archives is used mainly to spread awareness of the heart, identity, values and history of the company. The investigation has moreover provided how its communication strengths impact on the image and the reputation of the company and on the sense of belonging between the enterprise and its community.

Research limitations/implications

This study is a first step of a path aimed at measuring on a large scale the real communication potential of company museums and archives.

Practical implications

What would seem to be important for management with a real desire to make best use of the potential of a company museum-archives is to facilitate its interactivity, its ability to build and maintain relationships, its connection with the corporate culture and to convey a real enthusiasm for vision and future-oriented memory.

Originality/value

This paper provides a contribution to the awareness of communication potential of the company museum and archives, a recognition that remains largely still to be explored.

Details

Journal of Communication Management, vol. 18 no. 3
Type: Research Article
ISSN: 1363-254X

Keywords

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Article
Publication date: 8 April 2014

Marta Maria Ugolini, Chiara Rossato and Claudio Baccarani

The purpose of this paper is to report on research on the sensory perceptions that patients and bystanders experience during hospitalisation. Sight, hearing, smell, taste…

Abstract

Purpose

The purpose of this paper is to report on research on the sensory perceptions that patients and bystanders experience during hospitalisation. Sight, hearing, smell, taste and touch influence both clinical outcomes and satisfaction. The paper offers suggestions to hospital management on ways to improve receivers’ sensory perceptions.

Design/methodology/approach

Considering services as social interactions, a subjectivist view of reality is adopted and, accordingly, a qualitative research approach implemented. Data are collected through participant observation. Desk activity includes reasoned literature review, categorisation and model adaptation.

Findings

A simplified system model for service provision in the hospital ward is proposed. A management tool is provided in the form of a check list that the ward management can employ to assess its service-provision system from a five-senses perspective.

Research limitations/implications

The paper is affected by judgements subject to cultural biases. The validity of the management tool is still to be tested.

Practical implications

Once up and running, the model and the check list will be able to guide health managers towards improvements of satisfaction, clinical outcomes and working environment.

Originality/value

The paper represents an original effort to adapt tools already used in the commercial field to influence health service receivers’ perceptions positively. While the positive results of improvements to a single sensory perception have been well documented, an integrated approach has not been put forward previously in the health industry.

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Article
Publication date: 17 September 2020

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.

Abstract

Purpose

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.

Design

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Findings

Long-lived firms are those that have typically survived for more than a decade, at a global level. Often such firms have failed to fully embrace digitization, which is a key method that they can develop and improve in the global digital age.

Originality

The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

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