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Article

Sergio Barile, Maria Vincenza Ciasullo, Orlando Troisi and Debora Sarno

Given the growing attention on service ecosystem and the role played by technology and institutions in shaping of actors’ relations and interactions, the purpose of this…

Abstract

Purpose

Given the growing attention on service ecosystem and the role played by technology and institutions in shaping of actors’ relations and interactions, the purpose of this paper is to examine a tourism environment with the lens of service ecosystem in order to derive a deeper understanding on the underlying mechanisms.

Design/methodology/approach

A mixed methodology was used. First, literature review based on service ecosystems framework was conducted to critically analyze the roles of technology and institutions to shape a tourism service ecosystem. Then a case study was conducted.

Findings

Two main findings are described: the role and the characteristics of physical and virtual engagement touchpoints in the emergence of a tourism service ecosystems; and the relationship between technology and institutions in the resource integration. In particular, the authors conclude that institutions can shape the usage of technology which, in turn, can enable and imply the emergence of new institutions, continually adjusting the system of the tourism service ecosystem.

Practical implications

The analysis contributes to deepening the knowledge about value co-creation processes and engagement expedients in tourism destination, explaining the role of institutions and technology in helping actors to integrate resources and exchange services. The study can also be useful for practitioners in search for powerful tool to increase the competitiveness of a tourism destination.

Originality/value

The study is one of the first attempts to conceptualize and operationalize a tourism destination in a service ecosystem framework. In this way it contribute to enhance scientific knowledge in a tourism management literature.

Details

The TQM Journal, vol. 29 no. 6
Type: Research Article
ISSN: 1754-2731

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Article

Orlando Troisi, Anna Visvizi and Mara Grimaldi

The purpose of this paper is to explore the emergence of innovation in smart service systems to conceptualize how actor’s relationships through technology-enabled…

Abstract

Purpose

The purpose of this paper is to explore the emergence of innovation in smart service systems to conceptualize how actor’s relationships through technology-enabled interactions can give birth to novel technologies, processes, strategies and value. The objectives of the study are: to detect the different enablers that activate innovation in smart service systems; and to explore how these can lead dynamically to the emergence of different innovation patterns.

Design/methodology/approach

The empirical research adopts an approach based on constructivist grounded theory, performed through observation and semi-structured interviews to investigate the development of innovation in the Italian CTNA (Italian acronym of National Cluster for Aerospace Technology).

Findings

The identification and re-elaboration of the novelties that emerged from the analysis of the Cluster allow the elaboration of a diagram that classifies five different shades of innovation, introduced through some related theoretical propositions: technological; process; business model and data-driven; social and eco-sustainable; and practice-based.

Originality/value

The paper embraces a synthesis view that detects the enabling structural and systems dimensions for innovation (the “what”) and the way in which these can be combined to create new technologies, resources, values and social rules (the “how” dimension). The classification of five different kinds of innovation can contribute to enrich extant research on value co-creation and innovation and can shed light on how given technologies and relational strategies can produce varied innovation outcomes according to the diverse stakeholders engaged.

Details

Journal of Business & Industrial Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0885-8624

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Article

Francesco Polese, Massimiliano Vesci, Orlando Troisi and Mara Grimaldi

The purpose of this paper is to reconceptualize Total Quality Management (TQM) in the light of service ecosystem view through the identification of dimensions underlying…

Abstract

Purpose

The purpose of this paper is to reconceptualize Total Quality Management (TQM) in the light of service ecosystem view through the identification of dimensions underlying both the approaches and a clarification of the relationship between the two theories.

Design/methodology/approach

An overview on service ecosystems and on TQM is conducted, with particular focus on the main dimensions of the two frameworks derived from extant research. Consequently, an assessment of the key features of both theories is performed.

Findings

The work identifies four recurring dimensions in TQM, suggesting their rereading in the light of the assessed five recurring dimensions of service ecosystem. Moreover, a reconceptualization of TQM in the light of service ecosystem view is proposed.

Originality/value

This paper compares and proposes an integration between TQM and service ecosystem view. Such a reinterpretation of “traditional” view of quality management in the light of current trend of Service-Dominant (S-D) logic can represent a starting point for further research aimed at analysing the mechanisms underlying joint production of value in service delivery.

Details

International Journal of Quality and Service Sciences, vol. 11 no. 1
Type: Research Article
ISSN: 1756-669X

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Article

Aurelio Tommasetti, Orlando Troisi and Massimiliano Vesci

In line with the precepts of service-dominant logic (SDL), the purpose of this paper is to devise a measurement framework of customer value co-creation practices during…

Abstract

Purpose

In line with the precepts of service-dominant logic (SDL), the purpose of this paper is to devise a measurement framework of customer value co-creation practices during the service process.

Design/methodology/approach

Answering the call of McColl-Kennedy et al. (2012), the present study develops a general conceptual model for the measurement of customer value co-creation behavior, in line with the procedure elaborated by Churchill (1979). In particular, the paper focuses on the first stage of the protocol, corresponding to the specification of the domain of the construct.

Findings

The study shows that the scale for measuring behavioral processes in customer value co-creation has an implicit hierarchical structure based on eight activities to ensure adequate semantic coverage of the concept: cerebral activities, cooperation, information research and collation, the combination of complementary activities, changes in habits, co-production, co-learning, and connection. Moreover, the work highlights that the analysis of customer value co-creation behavior leads to three diverse steps of value co-creation and various levels of interaction.

Originality/value

By systematizing the construct of customer value co-creation behavior within a comprehensive framework, the conceptual model attempts to fill a gap evidenced by previous research in order to show that actions performed by users during the value co-creation process strictly conform to SDL assumptions. Moreover, the framework underpinning the practical application of SDL principles could benefit future practitioners and suggest interesting implications for future research.

Details

Journal of Service Theory and Practice, vol. 27 no. 5
Type: Research Article
ISSN: 2055-6225

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Article

Maria Vincenza Ciasullo, Orlando Troisi, Francesca Loia and 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…

Abstract

Purpose

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 concerning the advantages and disadvantages of carpooling.

Design/methodology/approach

A large-scale text analytics study has been conducted: the collection of the peoples’ opinions have been realized on Twitter by means of a dedicated web crawler, named “Twitter4J.” After their mining, the collected data have been treated through a sentiment analysis realized by means of “SentiWordNet.”

Findings

The big data analysis identified the 12 most frequently used concepts about carpooling by Twitter’s users: seven advantages (economic efficiency, environmental efficiency, comfort, traffic, socialization, reliability, curiosity) and five disadvantages (lack of effectiveness, lack of flexibility, lack of privacy, danger, lack of trust).

Research limitations/implications

Although the sample is particularly large (10 percent of the data flow published on Twitter from all over the world in about one year), the automated collection of people’s comments has prevented a more in-depth analysis of users’ thoughts and opinions.

Practical implications

The research findings may direct entrepreneurs, managers and policy makers to understand the variables to be leveraged and the actions to be taken to take advantage of the potential benefits that carpooling offers.

Originality/value

The work has utilized skills from three different areas, i.e., business management, computing science and statistics, which have been synergistically integrated for customizing, implementing and using two IT tools capable of automatically identifying, selecting, collecting, categorizing and analyzing people’s tweets about carpooling.

Details

The TQM Journal, vol. 30 no. 5
Type: Research Article
ISSN: 1754-2731

Keywords

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Book part

Francesco Polese, Orlando Troisi, Luca Carrubbo and Mara Grimaldi

This study aims at rereading public governance (PG) and public value management (PVM) in the light of viable systems approach (VSA). Starting from the common points and…

Abstract

This study aims at rereading public governance (PG) and public value management (PVM) in the light of viable systems approach (VSA). Starting from the common points and the dissimilarities between the two theories, an integrated framework for pinpointing the key drivers leading to the emersion of public value co-creation in a public system conception of governance is elaborated. An overview on the emersion of PVM and PG is conducted in order to identify the main features of the new mindset. Then, VSA’s assumptions also are analyzed (with particular focus on their managerial implications) and then subdivided into four macro-areas.

The combination of the two theories allows recognition of four levers (with relative postulates) for fostering public value co-creation: (1) strategic selection of actors; (2) establishment of system and relational boundaries; (3) pursuit of the fit strategy-tactics; (4) system governance diffusion. From a theoretical point of view, the study provides suggestions for the creation of a public system theory of governance. Regarding managerial standpoint, revealing the drivers for public value co-creation can aid managers to better elaborate strategies for stimulating actor’s engagement in order to challenge complexity and user’s demands variability.

Details

Cross-Sectoral Relations in the Delivery of Public Services
Type: Book
ISBN: 978-1-78743-172-0

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Article

Maria Vincenza Ciasullo and Orlando Troisi

The purpose of this paper is to study how a small to medium‐size enterprise (SME) in Campania (Italy) integrated sustainability into its corporate strategy, and how its…

Abstract

Purpose

The purpose of this paper is to study how a small to medium‐size enterprise (SME) in Campania (Italy) integrated sustainability into its corporate strategy, and how its sustainable corporate strategies reflect on intangible assets.

Design/methodology/approach

The paper, an exploratory study based on grounded theory, analyzes are interviews with the entrepreneurial team and top and middle management. Findings are integrated with documentary analysis, internal process data and archival material.

Findings

Ethics and value systems play a significant role in devising sustainable corporate strategy. Competitive strategies, innovation, quality and responsibility are reflected in management procedures and the supply network system involving partners in sustainable innovation processes.

Research limitations/implications

A single case study obviously limits the generalizing of the findings.

Practical implications

Entrepreneurs and managers can benefit from the study to build a relational network for sustainable development.

Originality/value

The process of sustainable value creation, sharing and the co‐creation of knowledge emerges fully in the case study analyzed. The study pivots on issues of innovation and eco‐sustainability as drivers for corporate sustainability and business ethics.

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Article

Silvia Cosimato and Orlando Troisi

Globalization has led worldwide organizations to balance their economic and environmental performances in order to achieve a concrete sustainable development. In an…

Abstract

Purpose

Globalization has led worldwide organizations to balance their economic and environmental performances in order to achieve a concrete sustainable development. In an environmental centered world, logistics is called to put into action advanced programs based on technological and organizational improvement, in order to gain or maintain a concrete competitive advantage. The purpose of this paper is to investigate how logistics organizations try to face the recent ecological challenges and the role that the emergent green technologies play in making them finally “green” and competitive.

Design/methodology/approach

Green supply chain management (GSCM) practices have been investigated to better understand their influence on economic performance and corporate competitiveness. After providing a background discussion on Green Logistics and GSCM, the authors have also identified specific research questions that are worthy of investigation, also thorough the DHL case study. The case study analysis has been conducted according to a specific conceptual model (Rao and Holt, 2005), which allows a deeper understanding of literature review results.

Findings

The present paper offers some insights on innovation influence on supply chain management (SCM) greenness, a process oriented to a sustainable and environmental-friendly approach to management of supply chain. According to DHL case study evidence, in logistics innovation, often based on emerging green technologies, is strictly related to the development of a much more sustainable and environment-friendly approach to SCM, based on reduction of core activities’ ecological impact, cost saving, quality, reliability, performance and energy efficiency. In this context, the respect of environmental regulations is fundamental to achieve not only a reduction of ecological damage, but also to overall economic profit.

Research limitations/implications

There is a concrete need of further research to better understand the potential link between GSCM, green innovation and logistic organizations competitiveness. In fact, this research area still represents a source of interesting challenges for practitioners, academicians and researchers. Concluding, the research findings cannot be generalized to all logistic organizations, even if DHL is on of the most important and globalized logistic companies. Future researches should empirically test the achieved results also through comparative studies based on a large sample.

Originality/value

The suggestion of literature review and the result of case study analysis represent a first attempt to better understand the real and potential influence of GSCM on corporate image and competitiveness. In fact, the present investigation has pointed out that logistic organization can achieve environmental goals and acquire a better positioning than their competitors also cooperating with stakeholders. Therefore, it is necessary that organizations contribute to make them able to participate in corporate activities and develop a concrete environmental-friendly orientation, based on the respect of market’s requests and environmental regulations in order to get their corporate reputation strong than ever.

Details

The TQM Journal, vol. 27 no. 2
Type: Research Article
ISSN: 1754-2731

Keywords

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Abstract

Details

Cross-Sectoral Relations in the Delivery of Public Services
Type: Book
ISBN: 978-1-78743-172-0

To view the access options for this content please click here

Abstract

Details

Cross-Sectoral Relations in the Delivery of Public Services
Type: Book
ISBN: 978-1-78743-172-0

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