| 1. |
- Aal, Kotaiba Abdul, et al.
(författare)
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Innovation in service ecosystems : An empirical study of the integration of values, brands, service systems and experience rooms
- 2016
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 27:4, s. 619-651
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Tidskriftsartikel (refereegranskat)abstract
- Purpose – The purpose of this paper is to extend the understanding of innovation in service ecosystems by focussing on the role of values resonance in relation to the integration of brands, service systems and experience rooms.Design/methodology/approach – An empirical, explorative case study of an innovative service system is carried out using a narrative approach and presented in the form of a saga.Findings – Insights gleaned from the empirical study are used for conceptual developments. Analysis of the empirical case study is presented as four lessons linked to values, brands, service systems and experience rooms.Originality/value – The paper extends a conceptual framework of innovative resource integration in service ecosystems. The paper also contributes four propositions to inform theory: values resonance is a basis for service innovation, the innovative integration of brands based on values resonance can foster innovation, the integration of resources across service system boundaries grounded in values resonance can enable innovation and the integration of experience rooms into a coherent servicescape based on values resonance can support novel forms of resource integration and value co-creation efforts in service ecosystems.Keywords Service-dominant logic, Brands, Service innovation, Resource integration, Service ecosystem, Values resonancePaper type Research paper
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| 2. |
- Di Pietro, Laura, et al.
(författare)
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A scaling up framework for innovative service ecosystems : lessons from Eataly and KidZania
- 2018
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Ingår i: Journal of Service Management. - Bingley, UK : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 29:1, s. 146-175
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Tidskriftsartikel (refereegranskat)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.
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| 3. |
- Mugion, Roberta Guglielmetti, et al.
(författare)
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Does the service quality of urban public transport enhance sustainable mobility?
- 2018
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Ingår i: Journal of Cleaner Production. - : Elsevier. - 0959-6526 .- 1879-1786. ; 174, s. 1566-1587
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Tidskriftsartikel (refereegranskat)abstract
- The main purpose of this paper is to assess and gain a deeper understanding of the role of service quality in sustainable mobility. Specifically, the study aims to understand user perceptions related to service quality in urban public transport systems and to investigate whether they induce the adoption of adopt more sustainable behaviours for mobility purposes by opting for alternative means of transportation such as car-sharing, bike-sharing, and car-pooling instead of using one's own private car. Indeed, it is becoming vital for cities to investigate the norm of owning a car as a solution and to break this norm to allow citizens to stop using their car as an environmentally friendly solution. On the basis of the above theoretical assumptions, we develop a theoretical framework that aims to fill the literature gaps and is therefore oriented towards understand the linkage among the service quality of the urban public transportation system, service loyalty to urban public transport, the intention to use one's own private car less, and the intention to use sustainable means of transportation, mainly car sharing. An empirical investigation involving the city of Rome, Italy, is performed. The study proposes a territorial analysis and a qualitative and quantitative survey. The aim of this empirical study is two-fold: i) to learn the state of the art of the urban public transport system of the city under investigation and ii) to explore citizens' perceptions of the service quality of public transport and to understand their intentions to use public transport more, to use their own cars less and to adopt sustainable means of transportation such as car-sharing. PLS-PM statistical tools are used for data analysis. Our findings confirm that service quality has a direct effect on the intention to use public transport more and that this effect affects both the intention to use one's own car less and the intention to use sustainable means of transportation such as car-sharing more.
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| 4. |
- Mugion, Roberta Guglielmetti, et al.
(författare)
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Linkage between urban public transport quality and sustainable mobility
- 2016
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Ingår i: Proceedings of the 18th QMOD/ICQSS conference, Rome, September 21-23, 2016. Italy, 2016.
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Konferensbidrag (refereegranskat)abstract
- Nowadays, it has become crucial for urban cities to fulfill the environmental challenges, by reducing the level of pollution and emissions at global and city region level, and providing quality of life to citizens. In the context of increasingly rapid urbanization, there are many challenges in aligning business, earth, and humanity. It is no longer enough to consider “just business” and its economic robustness. Business now needs to be socially and environmentally robust as well. Globalization has made the world flatter, but also hotter and more crowded. This has created many new opportunities for prosperity through new ways of living and working in urban areas, which is driven by growth. The main aim of this paper is to assess and understand by analyzing the linkage between service quality of public transport sector and sustainable mobility (SM) in the city and city regions level. This will support decision makers in understanding how to improve the existing public transports so that it can contribute to sustainability. Sustainable mobility has a central role in the future of sustainable cities, by attempting to understand the reasons behind its effective implementation. There is a specific need to enhance a participatory process empowering all the key stakeholders, so that they can understand the reasoning behind different policy initiatives in building a living city. The challenge is to breaking the norm of using cars in the city and to find an alternative discourse in the city. The willingness to change and acceptance of the collective responsibility could be developed, by improving the attitude to overcome the dependence on private cars.
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| 5. |
- Mugion, Roberta Guglielmetti, et al.
(författare)
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The Relationships between Enablers and Results in Excellence Models: Learnings From Italy And Sweden
- 2014
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Ingår i: Proceedings of 17th QMOD conference on Quality and Service Sciences ICQSS, Prague, September 3-5, 2014. Czech Republic, 2014.
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Konferensbidrag (refereegranskat)abstract
- The purpose of this study is to explain possible correlations between the stated enablers and results in excellence models, and furthermore explain how different variables contribute to the enablers and results. By doing the cross-case analysis of two models, the European Common Assessment Framework (CAF) in Italy and the Swedish SIQ model (SIQ), we can contribute with learning across the two different award processes and models. The study focuses on public sector organizations. The study is expected to provide information on transversal factors between the two frameworks CAF and SIQ trough the evaluation of the assessment reports from two samples of public sector organizations. The assessment reports were analyzed with a quantitative approach in order to investigate correlations among enablers and results for the CAF and SIQ excellence models. The assigned scores to each criterion and sub-criterion in the assessment reports were considered. Canonical correlation was used for data analysis. The paper enables to identify relationship between enablers and results for both the CAF and SIQ models. In particular, it emerged that the correlation is higher for the SIQ model than for the CAF. The squared canonical loading explains which variable contribute most to the variance of the enablers respectively results for the two models. The authors focus on the identification of reasons to the fact that the enablers of the SIQ model to a larger extent explain the variance in the results. This cross-country study of assessments based on excellence models, identify relations between enablers and results of the CAF and SIQ models, highlighting differences and similarities. Further, as one model is adapted to a specific sector and one is generic, the study allows for elaborations on the feasibility of sector specific adaptations of excellence models.
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| 6. |
- Mugion, Roberta Guglielmetti, et al.
(författare)
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The role of trust in e-tourism services
- 2016
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Ingår i: Proceedings of the 18th QMOD/ICQSS conference, Rome, September 21-23, 2016. Italy, 2016..
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Konferensbidrag (refereegranskat)abstract
- Purpose:This study aims to investigate the role of trust in e-tourism services focusing on factors that contribute to trust and how it affects users’ intention to adopt e-commerce and m-commerce. Both e-commerce (electronic commerce) and m-commerce (mobile commerce) allow a broad accessibility to services at any time and any places, providing an easy, fast and complete access to services. However, m-commerce in tourism services is currently not widely studied despite the fact that it has good potential for enhancing sustainability. Methodology:Based on previous studies, we proposed a theoretical framework linking factors affecting trust and how trust influences users’ intention to use e-commerce and m-commerce. The structural equation modeling (SEM) method was used to test whether the proposed framework fits the empirical data well using Mplus v.7.4 software. Two mediation tests were carried out for investigating the mechanism of factors which affect trust and how trust influences users’ intention to use m-commerce. The study is based on qualitative and quantitative surveys of which sample was composed of 326 individuals. Findings:The proposed framework fits the empirical data well. We found evidence that ‘security’ and ‘usefulness’ affect the construct ‘trust’ and it further influences the intention to use e-commerce and m-commerce. Specifically, the construct 'ease of use' through ‘usefulness’ affects ‘trust’. There is not sufficient evidence to say that ‘ease of use’ affects ‘trust’ directly. ‘Trust’ does influence ‘intention to use m-commerce’, and at the same time there is an indirect effect through ‘intention to use e-commerce’. This means that the ‘intention to use e-commerce’ is an important mechanism for the construct ‘trust’ to influence the ‘intention to use m-commerce’. Originality/value of paper:The proposed framework can be useful for knowing how factors like security, ease-of-use and usability affect trust. It also shows that e-commerce is the mechanism through which trust can lead to higher intention to use m-commerce, which is a more sustainable solution for tourism services.
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| 7. |
- Musella, Flaminia, et al.
(författare)
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Reconciling internal and external satisfaction through probabilistic graphical models: An empirical study
- 2017
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Ingår i: International Journal of Quality and Service Sciences. - 1756-669X .- 1756-6703. ; 9:3/4, s. 347-370
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Tidskriftsartikel (refereegranskat)abstract
- 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. 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. 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. 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.
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| 8. |
- Raharjo, Hendry, 1978, et al.
(författare)
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Do satisfied employees lead to satisfied patients? An empirical study in an Italian hospital
- 2016
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Ingår i: Total Quality Management and Business Excellence. - : Informa UK Limited. - 1478-3371 .- 1478-3363. ; 27:7-8, s. 853-874
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Tidskriftsartikel (refereegranskat)abstract
- This study aimed to understand the relationship between care provider (employee) satisfaction and patient satisfaction and to identify key drivers of their satisfaction. The EFQM-based 4P model and Picker’s Patient Experience quality dimension were used as the theoretical basis for understanding the satisfaction relationship along with the key drivers. A cross-sectional survey was conducted in two wards (maternity and cardiology) from June to August 2014. The partial least squares structural equation modelling (PLS-SEM) method was used to analyze the data. For the 4P model, we found strong evidence for the influence of enablers on the results and eventually on employee satisfaction. Likewise, we found strong evidence for the effect of patients’ experience on their overall satisfaction and eventually on their loyalty. Concerning the relationship between employee and patient satisfaction, we found that a higher patient satisfaction level in one ward was associated with higher employee satisfaction in the same ward. Other findings include the identification of key drivers of patient and employee satisfaction along with improvement priorities for each ward. This study provides insights that can be useful for healthcare managers and policymakers responsible for developing and planning strategies for more sustainable healthcare organizations.
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| 9. |
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