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Open Access
Article
Publication date: 12 September 2022

Francesco Schiavone, Maria Cristina Pietronudo, Annamaria Sabetta and Marco Ferretti

Total quality management is a valuable approach to continuously improve the quality of organizations; however, scholars debate its applicability to services, which require…

Abstract

Purpose

Total quality management is a valuable approach to continuously improve the quality of organizations; however, scholars debate its applicability to services, which require specific best practices that are different from those related to manufacturing. Moreover, digitization is pervading all kinds of services, but little has been written about total quality service practices in digital-based companies. For this purpose, the authors provide a holistic model of total quality service that reflects the peculiarities of such companies, guided by the question: how do total quality service practices change in digital-based service organizations?

Design/methodology/approach

The authors conduct an illustrative case study on Healthware Group, a global integrated digital health organization, to evaluate theoretical assumptions about total quality service practices in the digital environment.

Findings

The findings allow to validate the model provided. In addition, the study enables them to observe the changes the authors are witnessing in service provision in the digital era and the consequent transformation of best practices. To be accurate, the authors cannot refer to a full transformation in digital-based companies but rather to the enrichment and extension of TQS practices. The best illustration of these conclusions has been summarized in a set of propositions corresponding to seven of the key levers of a TQS model.

Originality/value

The paper represents the first attempt to discuss the relationship between total quality service and digitalization, offering a set of propositions for academics and insights for practitioners. The model can be used as a tool to visualize the different levers that successful implementation of TQS in digital-based services companies can rely on.

Details

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

Keywords

Article
Publication date: 28 January 2022

Annarita Sorrentino, Marco Ferretti, Marcello Risitano, Giacomo Del Chiappa and Fevzi Okumus

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…

Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

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.

Practical implications

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.

Originality/value

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.

Details

Consumer Behavior in Tourism and Hospitality, vol. 17 no. 1
Type: Research Article
ISSN: 2752-6666

Keywords

Article
Publication date: 13 March 2018

Adele Parmentola and Marco Ferretti

The purpose of this paper is to combine studies that describe the spin-off creation process with studies that analyze spin-off determinants to understand the phenomenon of…

Abstract

Purpose

The purpose of this paper is to combine studies that describe the spin-off creation process with studies that analyze spin-off determinants to understand the phenomenon of spin-off development.

Design/methodology/approach

This paper proposes a theoretical framework to improve our understanding of academic spin-off development in southern Italy. Following a systematic combining approach, the framework is constructed by iteratively matching the concepts derived by the literature on spin-off processes and spin-off determinants with the empirical findings obtained through a case study of 19 spin-offs in southern Italy.

Findings

The combination of empirical results and literature analysis helps us to identify a general model for spin-off creation that could be particularly useful to explain the criticalities of their development.

Research limitations/implications

This paper provides implications for policy-makers in southern Italy regarding factors for which intervention would support the creation of new spin-offs. This study also provides useful implications for policy-makers in other contexts, such as areas that may or may not be at a disadvantage.

Originality/value

The resulting framework represents an original contribution to the literature because it: links two aspects – the stages of spin-off creation and determinants of spin-off development – which are often considered separately in existing studies; explores factors that either impede or facilitate the different stages of spin-off development; provides a series of findings that can be successively tested in other studies; and sheds more light on the context of southern Italy, which has been investigated in only a limited number of previous studies.

Details

European Journal of Innovation Management, vol. 21 no. 3
Type: Research Article
ISSN: 1460-1060

Keywords

Open Access
Article
Publication date: 7 July 2020

Francesco Calza, Marco Ferretti, Eva Panetti and Adele Parmentola

The paper aims to explore the nature of initiatives and strategies of inter-organizational cooperation to cross the valley of death in the biopharma industry.

1917

Abstract

Purpose

The paper aims to explore the nature of initiatives and strategies of inter-organizational cooperation to cross the valley of death in the biopharma industry.

Design/methodology/approach

The authors conducted an exploratory case study analysis in the Biopharma Innovation Ecosystem in Greater Boston Area (USA), which is one of the oldest, and most successful IE in the US, specialized in the Biopharma domain, by conducting a round of expert interviews with key informants in the area, chosen as representatives of the different types of actors engaged in the drug development processes at different stages.

Findings

Main findings suggest that cooperation can contribute to surviving the valley of death by reducing the barriers within the drug development pipeline through the promotion of strategic relationships among actors of different nature, including the establishment of government-led thematic associations or consortia, agreements between university and business support structures, proximity to venture capitalist and the promotion of a general culture of academic entrepreneurship within universities.

Originality/value

The authors believe that this paper contributes to the literature by shedding light on the nature of the specific cooperative initiative the barriers in drug development and help to survive the valley of the death.

Details

European Journal of Innovation Management, vol. 24 no. 4
Type: Research Article
ISSN: 1460-1060

Keywords

Article
Publication date: 2 February 2015

Marco Ferretti, Giorgia Profumo and Ilaria Tutore

The purpose of this paper is to verify if, in case of a shock event, there are types of corporate announcement that may influence stock price behaviour better than others…

Abstract

Purpose

The purpose of this paper is to verify if, in case of a shock event, there are types of corporate announcement that may influence stock price behaviour better than others. The authors also try to determine if the communication strategy may be affected by the type of shock event.

Design/methodology/approach

Using the event study analysis, the authors estimate the Cumulative Abnormal Returns associated to the stocks of the selected firms hit by a shock event, in order to visualise the effectiveness of different types of corporate announcements after the event.

Findings

The research confirms the negative effect of shock events on corporate stocks’ value. Moreover, the study envisages that financial market rewards companies that assume consistent and reassuring announcements during the event window. The authors also find that the effectiveness of corporate announcements is related to the shock’s typology.

Research limitations/implications

The study employs a small and unbalanced sample of shock events. Moreover, it does not exist a generally accepted criterion to define and classify corporate announcements and the authors cannot exclude the influence of the media in the categorisation process of the announcements.

Practical implications

Since shock events may threat firms’ survival, by knowing which response strategy fits better a shock situation, a manager can assess the potential effect of his communication options and choose the right type of announcement.

Originality/value

There is a lack of literature on this theme, in particular on the effects that the different corporate announcements following a shock event may have on shareholders’ value.

Details

Journal of Communication Management, vol. 19 no. 1
Type: Research Article
ISSN: 1363-254X

Keywords

Article
Publication date: 9 March 2010

Marco Ferretti and Adele Parmentola

The purpose of this paper is aimed at analysing the influence of the host government policies on foreign direct investment (FDI) knowledge spillovers.

1929

Abstract

Purpose

The purpose of this paper is aimed at analysing the influence of the host government policies on foreign direct investment (FDI) knowledge spillovers.

Design/methodology/approach

Starting from the analysis of the literature, the paper has introduced a theoretical model that has been illustrated analyzing the Iranian case.

Findings

Governments can promote the realisation of knowledge spillovers only if they create the conditions for improving the absorptive capacity of local firms and the connections between local firms and foreign investors (strategic approach). Moreover, in many emerging countries, governments are directly involved in relationships with foreign investors through state‐owned companies. According to this, the Iranian case shows how the direct government involvement, if it is matched with a strategic approach, can encourage the realization of FDI knowledge spillovers.

Research limitations/implications

The paper presents some limitations: other quadrants of the proposed model need to be further explored adopting other case studies; moreover, the Iranian case can be examined more in deep.

Practical implications

From a policymaker's point of view, the paper is an useful tool because it gives them many suggestions about what FDIs attraction policies have to be adopted in order to realize FDI knowledge spillovers.

Originality/value

From a theoretical point of view, the paper gives a contribution to the literature on FDI spillovers highlighting the direct relationships between host government policies and FDI knowledge spillovers, especially revaluing the opportunities stemming from a direct government intervention. Moreover, this paper contributes to increase the knowledge on the Iranian context often neglected by international management studies.

Details

European Business Review, vol. 22 no. 2
Type: Research Article
ISSN: 0955-534X

Keywords

Article
Publication date: 4 April 2016

Marco Ferretti and Francesco Schiavone

The purpose of this paper is to contribute to the extant literature about the exploitation of Internet of Things (IoT) in seaports by illustrating in detail how such IT…

3486

Abstract

Purpose

The purpose of this paper is to contribute to the extant literature about the exploitation of Internet of Things (IoT) in seaports by illustrating in detail how such IT infrastructures can impact on the redesign of their business processes. Thus, the research question of the study is: how do IoT technologies redesign the business processes of seaports?

Design/methodology/approach

The paper reports the illustrative case study of the German Port of Hamburg, one of the main European seaports, which widely adopted technologies based on IoT over the last few years.

Findings

The results show the adoption of IoT technologies widely redesigns and improves the performance of all the main business process of the port analyzed, in particular those processes related to technology and information of the organization. The IoT-driven business process redesign (BPR) must be planned strategically by the port management and implies the involvement of all the port stakeholders and, if necessary, the hiring external professional partners.

Originality/value

Despite some authors report generically which are the ports operational domains more affected by IoT, there is a lack of studies about the specific implications of the adoption of such technologies on the BPR of seaports. The paper fills in this gap.

Details

Business Process Management Journal, vol. 22 no. 2
Type: Research Article
ISSN: 1463-7154

Keywords

Content available
Article
Publication date: 9 March 2010

Roland K. Yeo and Goran Svensson

903

Abstract

Details

European Business Review, vol. 22 no. 2
Type: Research Article
ISSN: 0955-534X

Keywords

Abstract

Details

Business Process Management Journal, vol. 22 no. 2
Type: Research Article
ISSN: 1463-7154

Open Access
Article
Publication date: 3 May 2022

Giulia Tagliazucchi and Gianluca Marchi

By using the lens of effectuation and causation, this paper aims at exploring how the team is formed in high-tech academic spinoffs, by looking specifically at decisional…

Abstract

Purpose

By using the lens of effectuation and causation, this paper aims at exploring how the team is formed in high-tech academic spinoffs, by looking specifically at decisional heuristics in an academic context. Indeed, the team composition is a critical issue for the subsequent growth of the academic new venture: on the one hand, the scientific-centred knowledge of the academic entrepreneurs is one of the main elements that lay the foundation for the new venture; on the other hand, it has been widely recognized that the lack of market-related knowledge and experience often has detrimental effects on performance. Decisive is then to explore how team decisions pertaining to the team formation process are taken.

Design/methodology/approach

A qualitative methodology based on multiple case studies is adopted under an abductive approach.

Findings

Results shed light on how decisions pertaining to team formation are taken by academic entrepreneurs and with what effects on team composition, a fundamental element to foster the growth of academic new ventures. Specifically, this study derives some propositions about the adoption of effectuation and causation in the team formation process, their occurrence and sequence in the light of the scientific context in which academic new ventures spin out and the effects on the team composition.

Originality/value

This study contributes to the debate on academic entrepreneurs’ decisional heuristic and the use of effectuation or causation in the early stages of an academic new venture, by focusing on the team formation process. This study specifically considers three temporal micro-phases – the selection of founders before inception, the appointment of top management teams, and the integration of early employees after the inception – and whether the academic context influences the decisional heuristics. Managerial implications are also derived.

Details

European Journal of Innovation Management, vol. 25 no. 6
Type: Research Article
ISSN: 1460-1060

Keywords

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