Toni Lupo (PhD in Production Engineering at the University of Palermo) is an associate professor of Quality Engineering at the Department of Engineering of the University of Palermo, Italy. He has more than 10 years of professional experience in the field of services quality management as well as design and implementation of quality management systems. He holds several teachings at the University of Palermo, such as Service Quality Management (Master's Degree in Management Engineering), Quality Management (Degree in Innovation Engineering for Digital Enterprises), Industrial Quality Management (Degree in Management Engineering) and Quality Control (Master's Degree in Mechanical Engineering). His research interests include many topics such as industrial quality, control charts, service innovation, customer satisfaction measurement and performance analysis. His research publications appear in highly profiled and indexed international journals.