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Open Access
Article
Publication date: 1 September 2021

Martina Toni, Maria Francesca Renzi, Maria Giovina Pasca, Roberta Guglielmetti Mugion, Laura di Pietro and Veronica Ungaro

This paper aims to study the automotive 4.0 context to understand the consumers’ propensity towards high-tech automated cars. The paper analyses the antecedents that lead to the…

2135

Abstract

Purpose

This paper aims to study the automotive 4.0 context to understand the consumers’ propensity towards high-tech automated cars. The paper analyses the antecedents that lead to the use of innovative vehicles. Theory of planned behaviour (TPB) is adopted and extended by including further constructs, such as environmental aspects and inhibitors.

Design/methodology/approach

The advent of smart technologies and the internet of things has given rise to several contributions that look at consumers’ intention towards innovation adoption in the automotive industry. Furthermore, this study rises from the growing interest that sustainable mobility achieved. Based on the previous technology acceptance models and particularly TPB, this paper develops a structured questionnaire. After a pilot survey, the final questionnaire was administered online through email and social media in the Italian context. Structural equation modelling technique has been used for analysing data and testing the conceptual model.

Findings

The number of questionnaires filled out was 310, with a sample composed of young adults, characterised by different addiction levels towards technology. The results explain the drivers that lead to accept and adopt high-tech automated vehicles. This topic is still under investigation and offers potential research opportunities, considering the evolution of the market and the consumers’ habits and needs. Future research studies in this area should focus on generalising the present findings in other countries. Moreover, once this technology starts to be adopted, other constructs could be discovered, investigated and included in the model.

Originality/value

Mobility has raised a growing interest with the fast increasing demand for sustainability and growth of innovative solutions embedded in mobility. This research explores the TPB model’s application and the relation between its constructs, environmental aspects, inhibitors and intention to adopt automated vehicles. On this strength, it is possible to identify each construct’s relevance for obtaining social consensus on the market.

Details

International Journal of Quality and Service Sciences, vol. 13 no. 4
Type: Research Article
ISSN: 1756-669X

Keywords

Open Access
Article
Publication date: 18 June 2021

Maria Giovina Pasca, Maria Francesca Renzi, Laura Di Pietro and Roberta Guglielmetti Mugion

The present study aims to synthesize and conceptualize, through a systematic literature review (SLR), the current state of gamification knowledge in the tourism and hospitality…

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Abstract

Purpose

The present study aims to synthesize and conceptualize, through a systematic literature review (SLR), the current state of gamification knowledge in the tourism and hospitality (T&H) sector, providing a roadmap for future research recommendations for service research and practice.

Design/methodology/approach

The research is based on a systematic literature review and adopts a systematic quantitative approach to summarize existing evidence on gamification usage in the T&H sector, focusing on relevant service literature on gamification. The authors analyze 36 papers published between 2011 and 2019.

Findings

The authors synthesize existing knowledge into five themes describing gamification's role in T&H (Edutainment, Sustainable behavior, Engagement factors, Service provider-generated content and User-generated reviews). Then, a cross-analysis of the five themes reveals the pivotal elements (affordances, behavioral and psychological outcomes, and benefits) generated by gamification mechanics in T&H, simultaneously highlighting potential implications and relevant insights for service literature. The review identifies critical issues affecting gamification research and provides a future research agenda, considering opportunities for T&H and service research.

Originality/value

The study provides the first SLR investigating gamification in T&H. The findings present potential implications and relevant insights for T&H contributing to the construction of a more holistic understanding of gamification adoption in service research.

Details

Journal of Service Theory and Practice, vol. 31 no. 5
Type: Research Article
ISSN: 2055-6225

Keywords

Open Access
Article
Publication date: 13 February 2024

Veronica Ungaro, Laura Di Pietro, Roberta Guglielmetti Mugion and Maria Francesca Renzi

The paper aims to investigate the practices facilitating the transformation of healthcare services, understanding the resulting outcomes in terms of well-being and uplifting…

Abstract

Purpose

The paper aims to investigate the practices facilitating the transformation of healthcare services, understanding the resulting outcomes in terms of well-being and uplifting changes. a systematic literature review (SLR) focusing on analyzing the healthcare sector under the transformative service research (TSR) theoretical domain is conducted to achieve this goal.

Design/methodology/approach

Employing a structured SLR developed based on the PRISMA protocol (Pickering and Byrne, 2014; Pickering et al., 2015) and using Scopus and WoS databases, the study identifies and analyzes 49 papers published between 2021 and 2022. Content analysis is used to classify and analyze the papers.

Findings

The SLR reveals four transformative practices (how) within the healthcare sector under the TSR domain, each linked to specific well-being outcomes (what). The analysis shows that both practices and outcomes are mainly patient-related. An integrative framework for transformative healthcare service is presented and critically examined to identify research gaps and define the trajectory for the future development of TSR in healthcare. In addition, managerial implications are provided to guide practitioners.

Originality/value

This research is among the first to analyze TSR literature in the context of healthcare. The study critically examines the TSR’s impact on the sector’s transformation, providing insights for future research and offering a roadmap for healthcare practitioners to facilitate uplifting changes.

Details

Journal of Service Theory and Practice, vol. 34 no. 3
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 18 December 2017

Laura Di Pietro, Bo Edvardsson, Javier Reynoso, Maria Francesca Renzi, Martina Toni and Roberta Guglielmetti Mugion

The purpose of this paper is to explore why innovative service ecosystems scale up, using a service-dominant logic lens. The focus is on identifying the key drivers of the…

2670

Abstract

Purpose

The purpose of this paper is to explore why innovative service ecosystems scale up, using a service-dominant logic lens. The focus is on identifying the key drivers of the scaling-up process as the basis for a new conceptual framework on the scaling up of service innovations.

Design/methodology/approach

An inductive research design is used to zoom in on two innovative service ecosystems, Eataly and KidZania, to identify the key drivers that can explain why innovations scale up. For both companies, the triangulation of semi-structured interviews, archival sources and in-store observations is used as complementary data sets. Multiple investigators and multiple coders have been involved in the data collection, coding process and analysis.

Findings

An extended conceptualization of service innovation is obtained, grounded in a framework of four drivers of scaling up: effectuation as the basis for creating the value proposition; sensing and adapting to local contexts; the reconfiguration and alignment of resources and forms for collaboration between actors; and values’ resonance.

Originality/value

This study represents one of the first empirical investigations of the key drivers of the scaling up process of service innovations. The paper contributes with a conceptualization of service innovation and why scaling-up processes emerge, emphasizing the existence of multiple constellations of four drivers.

Open Access
Article
Publication date: 11 August 2021

Veronica Ungaro, Laura Di Pietro, Maria Francesca Renzi, Roberta Guglielmetti Mugion and Maria Giovina Pasca

This study aims to investigate the consumer's perspective regarding the relationship between services and well-being, contributing to the knowledge base in transformative service…

4429

Abstract

Purpose

This study aims to investigate the consumer's perspective regarding the relationship between services and well-being, contributing to the knowledge base in transformative service research (TSR). More specifically the aim was to understand consumers' perceptions of the relationship between services and well-being and their views about how companies can contribute (directly and/or indirectly) to achieve the well-being.

Design/methodology/approach

To reach the research aim, the study adopts an explorative inductive design, carried out through a qualitative approach and grounded in 30 in-depth interviews with consumers.

Findings

Service sustainability represents the fundamental characteristic that determines the service ability to be transformative, requiring the implementation of the triple bottom line dimensions: social, environmental and economic. It emerged that, in the consumer's mind, the service categories that present a stronger relationship between service and well-being are as follows: healthcare, financial and transport.

Originality/value

The paper proposes a conceptual framework to describe the consumer perspective of the services' transformative role in promoting well-being, providing a theoretical lens for conducting future research and continuing to expand transformative service research (TSR).

Details

International Journal of Retail & Distribution Management, vol. 50 no. 2
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 1 December 2020

Maria Giovina Pasca, Roberta Guglielmetti Mugion, Martina Toni, Laura Di Pietro and Maria Francesca Renzi

Bike sharing (BS) is a phenomenon of growing interest in the sustainable mobility field. In recent years, many governments have implemented concrete actions to diffuse the…

Abstract

Purpose

Bike sharing (BS) is a phenomenon of growing interest in the sustainable mobility field. In recent years, many governments have implemented concrete actions to diffuse the services in cities, trying to encourage citizens' sustainable behavior. Several mobile applications (apps) related to the mobility sector have embedded gamification mechanics applied in non-gaming contexts, able to create and increase user engagement and to manage users' behavior (Deterding et al., 2011). The main purpose of this study is to understand whether app perception influences gamification, and how gamification improves service quality and user loyalty in BS systems.

Design/methodology/approach

To examine the impact of gamification on service quality and loyalty, the study performed secondary data collection and qualitative analysis with in-depth interviews. Thereafter, a quantitative analysis was conducted, and the theoretical model was analyzed through structural equation modeling (SEM).

Findings

findings showed that the use of gamification mechanics in BS services improves users' loyalty and directly influences service quality. The gamification tool improves users' engagement, transferring rules, facilitating the achievement of goals and quality standards and enhancing the BS usage.

Originality/value

This study uniquely contributes an understanding of the effect of gamification on service quality and loyalty in BS usage. It also provides some insight for companies and policymakers into implementing gamification mechanics in order to address new challenges for quality management.

Details

The TQM Journal, vol. 33 no. 6
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 27 April 2010

Lucio Cappelli, Roberta Guglielmetti, Giovanni Mattia, Roberto Merli and Maria Francesca Renzi

The purpose of this paper is to propose a path analysis of data coming from a citizen's satisfaction survey to support decision makers in quality service improvement. In detail…

1095

Abstract

Purpose

The purpose of this paper is to propose a path analysis of data coming from a citizen's satisfaction survey to support decision makers in quality service improvement. In detail, the survey aims to measure citizen's satisfaction of an Italian local Public Administration regarding the “infant school (0‐6 years) enrollment service”.

Design/methodology/approach

The survey represents an experimentation of an original model measuring customers' satisfaction toward on‐line services. Some statistical methods to analyse a given dataset from different points of view are selected.

Findings

Outcomes of descriptive statistics as well as of multivariate data analysis to summarize information variables are presented. A new multivariate statistical technique, Probabilistic Expert Systems (PES) (Cowell et al.), is proposed to simulate corrective actions (scenarios) and to suggest the best one for the service quality improvement.

Originality/value

The paper shows that statistical methods are able to support the decisional process because they allow the development of information (gathered from survey) into know‐how. However, managers need to join together both statistical information and experience by means of a systematic method, in order to take effective decisions.

Details

The TQM Journal, vol. 22 no. 3
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 22 March 2011

Lucio Cappelli, Roberta Guglielmetti, Giovanni Mattia, Roberto Merli and Maria Francesca Renzi

The paper aims to illustrate the results of a testing activity of a general customer satisfaction management model designed for online services provided by public administrations.

2496

Abstract

Purpose

The paper aims to illustrate the results of a testing activity of a general customer satisfaction management model designed for online services provided by public administrations.

Design/methodology/approach

The results are part of a wider research project, aimed at the implementation of a customer satisfaction management model for online services, starting out from citizen evaluations concerning the quality of services provided by public administrations. The model presupposes that the aspects of the service on which citizens are called to express their perceptions refer to well‐identified phases of the supply process, in such a way as to facilitate improvement measures. The testing activity involved a pilot group of Italian public administrations.

Findings

As a result of the testing activity's initial stage, some major issues can be identified that concern the need to properly focus the questionnaire design and simultaneously make use of different data analysis techniques in order to strengthen the impact of the survey results in supporting appropriate service quality improvement decisions.

Research limitations/implications

The outcome of the present paper should be seen as an intermediate result and can be assumed to be part of wider research aimed at the implementation of a general customer satisfaction management model designed for online services supplied by Italian public administrations.

Originality/value

The paper offers a key to understanding the methodological and operating approach as well as the empirical evidence emerging from testing a general customer satisfaction management model.

Details

International Journal of Quality and Service Sciences, vol. 3 no. 1
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 12 July 2011

Lucio Cappelli, Roberta Guglielmetti, Giovanni Mattia, Roberto Merli and Maria Francesca Renzi

The urgency to strengthen the effectiveness and efficiency of public administrations has led to the adoption in the public sector – in Italy as well as in other countries – of…

1264

Abstract

Purpose

The urgency to strengthen the effectiveness and efficiency of public administrations has led to the adoption in the public sector – in Italy as well as in other countries – of tools and models inspired by the total quality management (TQM) approach, such as the common assessment framework (CAF). A parallel need was felt within public structures to train people, the “peers”, who aside from being able to implement the self‐evaluation activities of their own administration, also needed to be equipped with the necessary skills to complete external evaluation activities, namely “peer evaluations”, with the ultimate aim of spreading quality management culture and best practices in the field through an approach based on benchmarking. The purpose of this paper is to present the results of a survey designed to determine the training requirements that a “peer” should acquire in order to perform “evaluation” activities.

Design/methodology/approach

The paper has strong empirical connotations and is essentially based on, first, a questionnaire given to evaluators/self‐evaluators to identify the problems emerging with the application of the CAF model in administrations that have adopted it. In this sphere a great deal of attention has been paid to – in addition to the preparation of the questionnaire – the delicate task of codifying the answers to open questions proposed to interviewees; and second, the investigation inherent in the current educational choices in Italy in the TQM arena, specifically addressing the public sector.

Findings

Apart from the analysis of data obtained from the investigation, presented with descriptive statistics, the paper identifies the training content necessary: first, to place “peers” in a position to be able to autonomously and fully carry out their evaluation work on the basis of the CAF model; and second, to render the evaluation activities systematically comparable among the various administrations.

Research limitations/implications

At the present time the research deals with the Italian context. However, future investigations involving different European countries could be carried out, taking the present results as a starting point for a benchmarking activity.

Practical implications

The paper puts forward the creation of a “network” of actors who manage all the “peer evaluation” activities, from the provision of the training pack and monitoring the “peer” exchange process, up to benchmarking initiatives and the dissemination of best practices.

Originality/value

The paper presents original data and information in order to identify the training needs of individuals that actually use CAF, starting from the assumption that the training of evaluators is the primary condition for promoting the adoption and diffusion of CAF in Italian public administrations and thus maximizing its benefits.

Details

Benchmarking: An International Journal, vol. 18 no. 4
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 18 May 2015

Laura Di Pietro, Roberta Guglielmetti Mugion, Giovanni Mattia and Maria Francesca Renzi

The urgency to cope with the international economic crisis has led to efforts to identify innovative tools and frameworks that are capable of regenerating local and national…

2884

Abstract

Purpose

The urgency to cope with the international economic crisis has led to efforts to identify innovative tools and frameworks that are capable of regenerating local and national economic development. The enhancement of the cultural heritage sector can be a strategic factor in improving the competitiveness of country systems. In Italy, the nation’s rich cultural heritage is not managed in an efficient and effective manner, even though it embodies a tremendous opportunity to enhance local economic growth, especially in light of the role of new Cultural Technology Districts (CTDs). In this context, the purpose of this paper is to present the results of a survey conducted to investigate the behaviour of tourists who consume Italian cultural resources.

Design/methodology/approach

This paper is an empirical investigation that attempts to identify the needs and expectations of cultural consumers through descriptive statistics, as well as factor and cluster analysis. This study is the beginning of an effort to develop innovative products and services that will facilitate the revitalisation of the growth of the cultural heritage sector of Italy’s economy.

Findings

This paper identifies new profiles of the cultural consumer that will be useful for planning customised development strategies. New social trends and technological tools have influenced the behaviour and expectations of cultural visitors and present an opportunity to redefine the cultural tourist experience.

Originality/value

The lack of systematic surveys in Italy to gather data on the behaviour and expectations of cultural consumers has resulted in a gap of information between demand and supply. This paper proposes some significant strategies to learn about the business strategies of cultural heritage organisations.

Details

Journal of Cultural Heritage Management and Sustainable Development, vol. 5 no. 1
Type: Research Article
ISSN: 2044-1266

Keywords

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