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Open Access
Article
Publication date: 13 May 2022

Mauro Dini, Simone Splendiani, Laura Bravi and Tonino Pencarelli

This paper aims to deepen understanding of the role played by new technological tools used in customer–travel agency (TA) interactions by analysing the TA owner/managers'…

Abstract

Purpose

This paper aims to deepen understanding of the role played by new technological tools used in customer–travel agency (TA) interactions by analysing the TA owner/managers' perceptions, pre- and post-Covid-19, regarding the effectiveness of in-store traditional and innovative tools.

Design/methodology/approach

This exploratory study is based on a questionnaire-based survey conducted among Italian TAs and distributed via email from September 2020 to January 2021.

Findings

The study highlights how, even among TAs, the role of in-store technology is gradually taking on greater importance, and it delves into the specific business and socio-demographic factors that seem to cause differences among agencies.

Research limitations/implications

The study focuses on the Italian context, which does not allow for any generalisations. Furthermore, it is only the travel agent perspective that is observed and not the consumer's.

Originality/value

In addition to helping to bridge the literature gap, this study on in-store technologies focuses on the TAs sector, where human resources and human relationships play a decisive role in customer experience and interaction. The paper investigates the travel agents' point of view regarding the introduction of new in-store technologies; it also highlights their growing adoption and use, overall, despite the travel catalogue still remaining the main tool for interacting with customers. The study also shows how the advent of Covid-19 has increased travel agents' propensity to use digital technologies.

Details

The TQM Journal, vol. 34 no. 7
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 1 February 2022

Simone Splendiani and Antonella Capriello

The objective of this exploratory research is to investigate the role of Twitter in crisis communication by analysing all the earthquake-related messages from local public…

Abstract

Purpose

The objective of this exploratory research is to investigate the role of Twitter in crisis communication by analysing all the earthquake-related messages from local public authorities in four Italian regions (Abruzzo, Lazio, Marche and Umbria) during the seismic sequence that began on 24th August 2016 and finished at the end of January 2017.

Design/methodology/approach

The study is based on a manual data collection of earthquake-related tweets. Founded on a theoretical framework, the data analysis has been developed both through textual analysis and in-depth interpretation by two researchers to catalogue the messages according to identified categories.

Findings

It emerges that the affected Italian regions used Twitter only for information coverage without offering a complete and detailed picture of the disaster. Most of the tweets concerned daily statements by politicians or regional administrators engaged in crisis management, while an accurate selection of the topics and messages to be launched does not emerge, with significant implications on the effectiveness of the tweeting activity itself.

Originality/value

This paper aims to contribute to the literature on crisis communication and social media during a natural disaster, highlighting the criticalities shown by the Italian case studies. The originality of this study relates to the comparative examination of Twitter activities for four regional government bodies involved in the 2016 Italian earthquake.

Details

Corporate Communications: An International Journal, vol. 27 no. 3
Type: Research Article
ISSN: 1356-3289

Keywords

Article
Publication date: 24 October 2017

Tonino Pencarelli, Emanuela Conti and Simone Splendiani

The purpose of this paper is to propose a new management approach to analyse the processes of museums in the experience logic and, on the basis of such a model, to study…

Abstract

Purpose

The purpose of this paper is to propose a new management approach to analyse the processes of museums in the experience logic and, on the basis of such a model, to study the management processes of the National Gallery of the Marches in Urbino, one of the most important museums in Italy.

Design/methodology/approach

This study adopted a qualitative methodology and a descriptive-exploratory approach. The proposed model, which aimed to create and manage experiences and transformations in museums, was tested in the National Gallery of the Marches by adopting the case study method.

Findings

The empirical research underlined the partial application of the proposed model in the museum under examination and the potential for the museum to improve the offering value to its visitors.

Research limitations/implications

Although a single case was investigated, the present work offers a preliminary theoretical contribution, which is useful for perfecting the conceptual framework and applying it to a wider number of cases.

Practical implications

The management of the National Gallery of the Marches should first plan a greater number of more detailed experiences and transformations around the theme of the Renaissance, and promote the active role of visitors. Second, it should improve the communication of the offer, especially through social networks. Third, personnel (especially front office) should be motivated and trained to create value for visitors.

Originality/value

The paper aims at developing a new management approach for the museums to create value for the visitors and museums by bringing the insight of the experience logic into the field of cultural heritage management.

Details

Journal of Cultural Heritage Management and Sustainable Development, vol. 7 no. 4
Type: Research Article
ISSN: 2044-1266

Keywords

Article
Publication date: 14 June 2013

Tonino Pencarelli, Simone Splendiani and Daniela Cini

The purpose of this paper is twofold: on the one hand, to point out the concepts of quality and value; on the other hand to explain how university placement services can…

Abstract

Purpose

The purpose of this paper is twofold: on the one hand, to point out the concepts of quality and value; on the other hand to explain how university placement services can increase the value created for the various stakeholders of a University.

Design/methodology/approach

The methodology is based on empirical study carried out through the analysis of the placement service of the University of Urbino “Carlo Bo” through “participant observation”, related to the experience gained by the authors within the service.

Findings

This study reveals that the placement service at the University of Urbino is innovative in terms of organization and management. The involvement of all actors in design and implementation of the initiatives is a strategic factor, crucial for meeting the expectations of stakeholders, raising levels of quality and satisfaction and, ultimately, the value created.

Originality/value

Although limited to only one placement case – the University of Urbino – the research presents original features regarding the application of service management principles to an institution like the University, which is increasingly directed towards value creation for its stakeholders. This application appears necessary given that increased competition among universities is based not only on traditional core activities – research and training – but also on the ability to contribute to student employability after the obtainment of a degree.

Details

International Journal of Quality and Service Sciences, vol. 5 no. 2
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 16 February 2021

Pasquale del Vecchio, Caterina Malandugno, Giuseppina Passiante and Georgia Sakka

The paper aims to shed new light on the process of value creation and business model innovation resulting from circular economy in the context of smart tourism.

Abstract

Purpose

The paper aims to shed new light on the process of value creation and business model innovation resulting from circular economy in the context of smart tourism.

Design/methodology/approach

The study embraces a qualitative and exploratory approach related to a single case study. Data have been collected through the integration of web-based desk analysis, interviews and social big data analytics.

Findings

Findings are related to Ecobnb, a network-based tourism company, coherent with the principles of value creation and business model innovation in the context of circular economy and smart tourism.

Research limitations/implications

The study allows understanding of how smart tourism and circular economy can represent two important lenses for managing complexity and driving tourism companies and destinations toward sustainable and smart value creation processes.

Practical implications

Practical implications arise for managers and destination makers in terms of innovation of the tourism management and transition of the business models toward a circular configuration.

Social implications

The study offers social implications by contributing to the dissemination of a culture of sustainability in tourism management and active involvement of local stakeholders in the growth of a tourism destination.

Originality/value

The study provides an original contribution to the debate on tourism by highlighting the obsolescence of traditional models of management in tourism companies and destinations, seen during the recent pandemic emergence, could be solved through the virtuous integration of digital technologies and sustainable approaches.

Details

EuroMed Journal of Business, vol. 17 no. 1
Type: Research Article
ISSN: 1450-2194

Keywords

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