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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…

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

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: 26 November 2019

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

Sustainable mobility and collaborative consumption are debated issues in the literature. In this field, car sharing (CS) represents a growing tendency that attracts…

Abstract

Purpose

Sustainable mobility and collaborative consumption are debated issues in the literature. In this field, car sharing (CS) represents a growing tendency that attracts interest by academicians for its potential positive impact on sustainability. This study aims to understand the main drivers of CS usage, unveiling the role of service quality and the possible inhibitors.

Design/methodology/approach

Based on theoretical assumptions in the literature, the authors developed a theoretical framework that aims at understanding the main antecedents of CS usage. An empirical investigation involving the city of Rome (Italy) was performed. The study presents a qualitative and quantitative survey, while the proposed theoretical model has been tested through structural equation modelling statistical techniques.

Findings

The findings show that usefulness positively affects the intention to use CS services. Moreover, the green attitude and expected service quality indirectly influence the intention to use CS services impacting perceived usefulness. The results show that the expected service quality has a strong influence on usefulness, whereas green attitude has a weaker influence on usefulness. The intention to use CS services is directly influenced by the usefulness and inhibitors that affect it negatively.

Originality/value

The originality of this paper lies in the fact that this study discloses the main antecedents of the intention to use CS services, emphasizing the role of service quality. This study provides fruitful insights to policy and decision-makers to understand how to improve the CS usage in the urban transport system of the city of Rome. It suggests developing a higher level of service quality in the vehicles, suitable technological applications and effective communication as well as on overcoming its main inhibitors.

Details

International Journal of Quality and Service Sciences, vol. 11 no. 4
Type: Research Article
ISSN: 1756-669X

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…

2092

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: 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…

4256

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

Article
Publication date: 18 September 2017

Flaminia Musella, Roberta Guglielmetti Mugion, Hendry Raharjo and Laura Di Pietro

This paper aims to holistically reconcile internal and external customer satisfaction using probabilistic graphical models. The models are useful not only in the…

Abstract

Purpose

This paper aims to holistically reconcile internal and external customer satisfaction using probabilistic graphical models. The models are useful not only in the identification of the most sensitive factors for the creation of both internal and external customer satisfaction but also in the generation of improvement scenarios in a probabilistic way.

Design/methodology/approach

Standard Bayesian networks and object-oriented Bayesian networks are used to build probabilistic graphical models for internal and external customers. For each ward, the model is used to evaluate satisfaction drivers by category, and scenarios for the improvement of overall satisfaction variables are developed. A global model that is based on an object-oriented network is modularly built to provide a holistic view of internal and external satisfaction. The linkage is created by building a global index of internal and external satisfaction based on a linear combination. The model parameters are derived from survey data from an Italian hospital.

Findings

The results that were achieved with the Bayesian networks are consistent with the results of previous research, and they were obtained by using a partial least squares path modelling tool. The variable ‘Experience’ is the most relevant internal factor for the improvement of overall patient satisfaction. To improve overall employee satisfaction, the variable ‘Product/service results’ is the most important. Finally, for a given target of overall internal and external satisfaction, external satisfaction is more sensitive to improvement than internal satisfaction.

Originality/value

The novelty of the paper lies in the efforts to link internal and external satisfaction based on a probabilistic expert system that can generate improvement scenarios. From an academic viewpoint, this study moves the service profit chain theory (Heskett et al., 1994) forward by delivering operational guidelines for jointly managing the factors that affect internal and external customer satisfaction in service organizations using a holistic approach.

Details

International Journal of Quality and Service Sciences, vol. 9 no. 3/4
Type: Research Article
ISSN: 1756-669X

Keywords

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…

1308

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: 8 October 2020

Roberta Guglielmetti Mugion and Elisa Menicucci

The aim of this study is to undertake a systemic literature review (SLR) of horticultural therapy and to explore whether its inclusion in a healthcare programme can…

Abstract

Purpose

The aim of this study is to undertake a systemic literature review (SLR) of horticultural therapy and to explore whether its inclusion in a healthcare programme can enhance hospitalised children's well-being.

Design/methodology/approach

An empirical study was developed using a mixed methods approach to monitor stakeholders' perceptions of horticultural therapy. Specifically, hospitalised children (N = 31) and their families (N = 21), as well as medical and nursing staff (N = 3), were engaged in the empirical study. Qualitative and quantitative surveys were developed, involving two paediatric units in an Italian hospital.

Findings

The authors’ findings show a significant improvement of children's mood and psycho-physical well-being following horticultural therapy. The authors found positive effects of interactive horticultural therapy on hospitalised paediatric patients and their parents. Parents perceived a positive influence on their mood and found the therapy very beneficial for their children. Qualitative analyses of children's and parents' comments (and related rankings) revealed the helpful support role of horticultural therapy in dealing with the hospitalisation period. There is a very limited number of studies that have inspected co-therapy implementation in paediatric hospitals, and to the best of the authors' knowledge, no study has yet examined the effect of horticultural therapy in such a context. The practice of horticultural therapy with children in health settings has been documented in some Italian hospitals, but its effectiveness has not yet been well established in the literature.

Originality/value

The authors’ findings could provide useful insights to clinicians, health managers and directors in creating and sustaining a successful group co-therapy programme under the managed healthcare system.

Details

The TQM Journal, vol. 33 no. 4
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 23 March 2020

Roberta Guglielmetti Mugion, Flaminia Musella, Laura Di Pietro and Martina Toni

The linkage between internal and external satisfaction is an understudied topic in the service field. This study aims to address this gap by proposing an original research…

Abstract

Purpose

The linkage between internal and external satisfaction is an understudied topic in the service field. This study aims to address this gap by proposing an original research model, the service excellence chain (SEC), that connects the internal and external perspectives by conjoining performance-excellence models and the service-profit-chain approach. Theoretical assumptions and quantitative measures are proposed by using advanced statistical techniques.

Design/methodology/approach

The SEC is investigated through an empirical study in the healthcare sector, focusing on an Italian hospital and involving two of its core units. Qualitative and quantitative approaches were used. First, internal and external customer satisfaction were separately tested through structural equation modeling. The linkage between internal and external satisfaction is then proposed by mathematically defining a synthetic index, the internal and external customer satisfaction index (IEGSI), modeled through Bayesian networks (BNs) and object-oriented BNs to provide an overall measure able to predict organizational improvement.

Findings

The distinct measured models show good internal validity and adequate fit both for patients' and employees' perspectives. The IEGSI allows rigorously connecting internal and external satisfaction by developing conjoint scenarios for organizational improvement.

Originality/value

This study proposes the SEC model as an innovative way to connect internal and external satisfaction. The findings can be useful both for private and public organizations and may provide several useful insights for healthcare managers as well as for policy-makers in relation to developing strategies for improving service quality.

Details

The TQM Journal, vol. 32 no. 6
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 16 March 2015

Hendry Raharjo, Roberta Guglielmetti Mugion, Henrik Eriksson, Ida Gremyr, Laura Di Pietro and Maria F Renzi

The purpose of this study is to identify possible correlations between the stated “enablers” and “results” in excellence models, and to explain how different variables…

Abstract

Purpose

The purpose of this study is to identify possible correlations between the stated “enablers” and “results” in excellence models, and to explain how different variables contribute to the “enablers” and “results”. A cross-case study of two different excellence models, the Common Assessment Framework (CAF) in Italy and the Swedish Institute for Quality (SIQ) model for performance excellence, is proposed.

Design/methodology/approach

The study is based on the evaluation of assessment reports of public organizations across two countries, Italy and Sweden. Canonical correlation was used for data analysis. Two hypotheses were formulated: There is a correlation between “enablers” and “results” in the CAF model, and there is a correlation between “enablers” and “results” in the SIQ model.

Findings

The results show that the hypotheses are supported. It turned out that the correlation is higher for the SIQ model than for the CAF model. For the CAF model, “strategy and planning” is the main contributor to the “enablers”, and for the SIQ model, “human resource development” is the main contributor. For the “results” set, similar criteria provide the strongest contributor for both models; these are “customer/citizen-oriented results” for the CAF and “customer satisfaction” for the SIQ.

Originality/value

The paper contributes to the knowledge gained from a cross-case analysis of two different excellence models applied in public sector organizations, the CAF in Italy and the SIQ model for performance excellence in Sweden. The paper also contributes to an ongoing discussion of a need of excellence models being adapted specifically for the public sector; from this study, no support for such a sector-specific model is shown.

Details

International Journal of Quality and Service Sciences, vol. 7 no. 1
Type: Research Article
ISSN: 1756-669X

Keywords

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