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Dr. Cecilia Silvestri
Department of Economy, Engineering, Society and Business, University of Tuscia, 01100 Viterbo, Italy

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Research Keywords & Expertise

0 total quality management
0 Quality of goods, products, and services
0 Quality and consumers relationship in the agri-food industry
0 Consumer satisfaction and food loyalty
0 Quality and innovation in the agro-food industry

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total quality management
Quality and consumers relationship in the agri-food industry
Innovation and technology transfer

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Journal article
Published: 29 March 2021 in Sustainability
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In 2020, the whole world had to face a pandemic with inevitable profound changes in all aspects of life, from the social to the economic sphere. The profound economic crisis that followed the rise of the pandemic has pushed firms and researchers to question the necessary changes and new challenges for the survival of businesses. In this scenario, the aim of the paper is to analyze and classify the main contributions published on the topic of COVID-19 in managerial literature, seeking to discover the perspective and the gaps and outline future avenues of research. A systematic review of the literature has been performed. The results highlight the orientation of studies in this field and the various links between different aspects that emerged. Limitations and implications complete the research.

ACS Style

Michela Piccarozzi; Cecilia Silvestri; Patrizio Morganti. COVID-19 in Management Studies: A Systematic Literature Review. Sustainability 2021, 13, 3791 .

AMA Style

Michela Piccarozzi, Cecilia Silvestri, Patrizio Morganti. COVID-19 in Management Studies: A Systematic Literature Review. Sustainability. 2021; 13 (7):3791.

Chicago/Turabian Style

Michela Piccarozzi; Cecilia Silvestri; Patrizio Morganti. 2021. "COVID-19 in Management Studies: A Systematic Literature Review." Sustainability 13, no. 7: 3791.

Journal article
Published: 06 February 2021 in Journal of Cleaner Production
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Green chemistry has been a major driver of sustainable development and had an important diffusion in recent years. In order to investigate the state of the art in this field, a systematic literature review has been performed, also identifying possible developments for future research. In particular, the aim of this research is to investigate how Green Chemistry (GC), Sustainability and Circular Economy (CE) concepts are related to each other and how researchers are addressing and analyzing this relation. Since the nature of chemistry is to produce intermediate goods that are generally used by other industries, the focus has been mainly placed on industrial sector. In other words, chemistry involves most of production systems. According to systematic literature review methodology, different research questions were formulated, in order to schematize and to get a comprehensive view about the evolution of green chemistry research. The selected articles were analyzed through different criteria, including the Triple Bottom Line (TBL) framework, and were divided into different clusters, according to purposes, impacts and scope of each research. The analysis of papers shows that chemical industry is able to contribute to a fair transition towards a greater economic, environmental and social sustainability. Even if the main focus of GC is the environment, GC is getting closer to TBL pillars, representing the main tool for chemical industry to implement Sustainable Chemistry (SC) system and to realize the transition towards sustainability and CE. Finally, main results were summarized in a framework that shows the connections among systems and tools, highlighting main synergies. Results highlight how GC is the tool through which it is possible realize the SC system. In particular, the SC, in a CE system, can be involved in processes of production and recycling, ensuring more sustainable environmental, economic and social systems. Furthermore, results show how GC and CE are getting closer to each other highlighting the ongoing alignment of purposes among different tools and adopted approaches in a holistic vision.

ACS Style

Cecilia Silvestri; Luca Silvestri; Antonio Forcina; Gianpaolo Di Bona; Domenico Falcone. Green chemistry contribution towards more equitable global sustainability and greater circular economy: A systematic literature review. Journal of Cleaner Production 2021, 294, 126137 .

AMA Style

Cecilia Silvestri, Luca Silvestri, Antonio Forcina, Gianpaolo Di Bona, Domenico Falcone. Green chemistry contribution towards more equitable global sustainability and greater circular economy: A systematic literature review. Journal of Cleaner Production. 2021; 294 ():126137.

Chicago/Turabian Style

Cecilia Silvestri; Luca Silvestri; Antonio Forcina; Gianpaolo Di Bona; Domenico Falcone. 2021. "Green chemistry contribution towards more equitable global sustainability and greater circular economy: A systematic literature review." Journal of Cleaner Production 294, no. : 126137.

Journal article
Published: 26 January 2021 in Journal of Cleaner Production
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The growing popularity of electric and hybrid vehicles has led to a sudden increase in demand for batteries needed for their construction. The increasing quantity of batteries produced and placed on the market involves important criticalities related to the consumption of some critical raw materials, such as rare earths (REEs), and the end-of-life disposal. In this scenario, the possibility of recycling and the development of a circular economy model can play a fundamental role, reducing critical issues related to the depletion of REEs. This study aims to assess the circularity potential of REEs in the vehicle batteries industry, investigating the potential of a closed-loop recycling system in the European context. In this analysis, the study was conducted in two different phases: 1) A literature review, for establishing the knowledge required for modeling a proper circular economy system, including commercial recycling processes, industrial applications, market trends, European policies and recycling targets; and 2) Basing on the state-of-art framework derived from the literature review, the final assessment of the circularity potential of REEs over a time horizon of thirty years and the discussion of possible benefits related to the considered circular economy system. As a result, a closed-loop recycling system is modeled and the final assessment of the circularity potential shows how: 1) The current recovery technology, along with appropriate recycling policies, is able to reduce the future demand of REEs as early as from 2025; 2) High collection and recovery rates allow to contrast uncertainties in REEs supply chain; and 3) The recovery of REEs is a key process to ensure the economic sustainability of the entire recycling process. These results provide the evidence that an appropriate circular economy system for vehicle battery industry can lead to benefits not only in terms of supply risk reduction but also in relation to the preservation of natural resources, implying one step further towards a sustainable mobility.

ACS Style

Luca Silvestri; Antonio Forcina; Cecilia Silvestri; Marzia Traverso. Circularity potential of rare earths for sustainable mobility: Recent developments, challenges and future prospects. Journal of Cleaner Production 2021, 292, 126089 .

AMA Style

Luca Silvestri, Antonio Forcina, Cecilia Silvestri, Marzia Traverso. Circularity potential of rare earths for sustainable mobility: Recent developments, challenges and future prospects. Journal of Cleaner Production. 2021; 292 ():126089.

Chicago/Turabian Style

Luca Silvestri; Antonio Forcina; Cecilia Silvestri; Marzia Traverso. 2021. "Circularity potential of rare earths for sustainable mobility: Recent developments, challenges and future prospects." Journal of Cleaner Production 292, no. : 126089.

Chapter
Published: 01 January 2021 in Research Anthology on Cross-Industry Challenges of Industry 4.0
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Almost all firms are involved in challenges linked to Industry 4.0 that represent a new logic for business models focused on innovation, technology, and sustainability. In this domain, the support and integration of digital innovations is assuming ever greater importance and a key role is played by the so-called “industrial symbiosis.” Looking more in depth at industrial symbiosis literature, which practically developed within the engineering domain, it is clear that most of its particular traits can also be found in management literature when referring to value co-creation, especially in the business to business domain. Given the above, the aim of this work is twofold: to analyze the role of Industry 4.0 digital platforms as a tool for the development of environmental sustainability and to understand how Industry 4.0 as a whole can support the achievement of environmental sustainability goals. The only Italian case will be used to validate the proposed theoretical framework.

ACS Style

Barbara Aquilani; Michela Piccarozzi; Cecilia Silvestri; Corrado Gatti. Achieving Environmental Sustainability Through Industry 4.0 Tools. Research Anthology on Cross-Industry Challenges of Industry 4.0 2021, 513 -539.

AMA Style

Barbara Aquilani, Michela Piccarozzi, Cecilia Silvestri, Corrado Gatti. Achieving Environmental Sustainability Through Industry 4.0 Tools. Research Anthology on Cross-Industry Challenges of Industry 4.0. 2021; ():513-539.

Chicago/Turabian Style

Barbara Aquilani; Michela Piccarozzi; Cecilia Silvestri; Corrado Gatti. 2021. "Achieving Environmental Sustainability Through Industry 4.0 Tools." Research Anthology on Cross-Industry Challenges of Industry 4.0 , no. : 513-539.

Articles
Published: 15 April 2019 in Journal of International Food & Agribusiness Marketing
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The paper aims to classify the quality cues and attributes of grated Parmigiano Reggiano cheese, an Italian traditional food cheese, exploring if they affect consumers’ quality perceptions and expectations. Analysis is based on a questionnaire administered in hypermarkets where grated Parmigiano Reggiano is sold. A factor analysis, using varimax rotation, and a cluster analysis, were performed, using the Stata 12 software package. The clusters used were: geographical origin and packaging (cluster 1); price, brand and quality certification (cluster 2); all sensory attributes (cluster 3); and a combination of sensory attributes with price, brand, and quality certification (cluster 4). This is the first study to examine the quality cues and attributes affecting quality perception and expectations of cheese for grated Parmigiano Reggiano from a consumer perspective. It is also the first to classify cheese attributes following a quality approach, encompassing previously studied sensory and other attributes.

ACS Style

Cecilia Silvestri; Barbara Aquilani; Michela Piccarozzi; Alessandro Ruggieri. Consumer Quality Perception in Traditional Food: Parmigiano Reggiano Cheese. Journal of International Food & Agribusiness Marketing 2019, 32, 141 -167.

AMA Style

Cecilia Silvestri, Barbara Aquilani, Michela Piccarozzi, Alessandro Ruggieri. Consumer Quality Perception in Traditional Food: Parmigiano Reggiano Cheese. Journal of International Food & Agribusiness Marketing. 2019; 32 (2):141-167.

Chicago/Turabian Style

Cecilia Silvestri; Barbara Aquilani; Michela Piccarozzi; Alessandro Ruggieri. 2019. "Consumer Quality Perception in Traditional Food: Parmigiano Reggiano Cheese." Journal of International Food & Agribusiness Marketing 32, no. 2: 141-167.

Journal article
Published: 01 January 2018 in Journal of Cleaner Production
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ACS Style

Barbara Aquilani; Cecilia Silvestri; Giuseppe Ioppolo; Alessandro Ruggieri. The challenging transition to bio-economies: Towards a new framework integrating corporate sustainability and value co-creation. Journal of Cleaner Production 2018, 172, 4001 -4009.

AMA Style

Barbara Aquilani, Cecilia Silvestri, Giuseppe Ioppolo, Alessandro Ruggieri. The challenging transition to bio-economies: Towards a new framework integrating corporate sustainability and value co-creation. Journal of Cleaner Production. 2018; 172 ():4001-4009.

Chicago/Turabian Style

Barbara Aquilani; Cecilia Silvestri; Giuseppe Ioppolo; Alessandro Ruggieri. 2018. "The challenging transition to bio-economies: Towards a new framework integrating corporate sustainability and value co-creation." Journal of Cleaner Production 172, no. : 4001-4009.

Chapter
Published: 01 January 2018 in Sustainable and Responsible Entrepreneurship and Key Drivers of Performance
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The third mission of the university has developed over the years, becoming a key aspect of university policy. The spin-offs are increasingly prosperous and innovative. Over the last decade University spin-offs in Italy have developed, but there are many difficulties that hinder the creation and success of such initiatives. A recent regulatory intervention, however, has created the conditions to overcome these difficulties by introducing the theme of innovative start-ups. Through the analysis of this issue we want to emphasize if these start-ups can contribute to the optimal development of spin-offs.

ACS Style

Michela Piccarozzi; Cecilia Silvestri; Alessandra Stefanoni; Patricia Ordóñez De Pablos; António Carrizo Moreira; José Guilherme Leitão Dantas; Fernando Manuel Valente. Positive Effects of the Innovative Start-Up on University Spin-Offs. Sustainable and Responsible Entrepreneurship and Key Drivers of Performance 2018, 289 -307.

AMA Style

Michela Piccarozzi, Cecilia Silvestri, Alessandra Stefanoni, Patricia Ordóñez De Pablos, António Carrizo Moreira, José Guilherme Leitão Dantas, Fernando Manuel Valente. Positive Effects of the Innovative Start-Up on University Spin-Offs. Sustainable and Responsible Entrepreneurship and Key Drivers of Performance. 2018; ():289-307.

Chicago/Turabian Style

Michela Piccarozzi; Cecilia Silvestri; Alessandra Stefanoni; Patricia Ordóñez De Pablos; António Carrizo Moreira; José Guilherme Leitão Dantas; Fernando Manuel Valente. 2018. "Positive Effects of the Innovative Start-Up on University Spin-Offs." Sustainable and Responsible Entrepreneurship and Key Drivers of Performance , no. : 289-307.

Journal article
Published: 23 November 2017 in Sustainability
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The present research aims to explore the determinants of (full) electric vehicle (EV) buying intention of Italian millennials focusing on the role that value co-creation initiatives might play in the buying decision-making process. Value co-creation initiatives in the EV domain are studied employing an enhanced version of the Theory of Reasoned Action which, in addition to the traditional variables of the model, also includes perceived importance of cars’ attributes. Structural Equation Modeling (SEM) is used to analyze the data collected though an online survey on 523 Italians aged 18–35. The outcomes provide recommendations to tailor proper initiatives to encourage millennials’ buying intention of electric vehicles supporting private companies in favoring the adoption of wide-spread pro-environmental behaviors among Italian youngsters.

ACS Style

Costanza Nosi; Tommaso Pucci; Cecilia Silvestri; Barbara Aquilani. Does Value Co-Creation Really Matter? An Investigation of Italian Millennials Intention to Buy Electric Cars. Sustainability 2017, 9, 2159 .

AMA Style

Costanza Nosi, Tommaso Pucci, Cecilia Silvestri, Barbara Aquilani. Does Value Co-Creation Really Matter? An Investigation of Italian Millennials Intention to Buy Electric Cars. Sustainability. 2017; 9 (12):2159.

Chicago/Turabian Style

Costanza Nosi; Tommaso Pucci; Cecilia Silvestri; Barbara Aquilani. 2017. "Does Value Co-Creation Really Matter? An Investigation of Italian Millennials Intention to Buy Electric Cars." Sustainability 9, no. 12: 2159.

Journal article
Published: 09 January 2017 in The TQM Journal
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Purpose Satisfaction in the tourism sector is a highly sensitive subject, and customer satisfaction (CS) has a significant impact on the choice of destinations made by tourists and on the decision to recommend them to friends or acquaintances. The purpose of this paper is to give empirical evidence of the dimensions of service quality (technical, functional and company image (CI)) and their connections in the sector of thermal tourism. It also aims at investigating the CI, seeking to understand whether some of the technical and functional service quality variables play a role in determining it. Design/methodology/approach An empirical survey was conducted by administering a structured research questionnaire in order to collect all necessary data, which was then elaborated to test the hypotheses using factor and multiple regression analyses. Findings The results of the survey confirm the direct impact of service quality dimensions (technical, functional and CI) on CS also in the thermal sector when considered individually. Moreover, when the CI was analyzed further, relational quality was found to be dependent on thermal employees’ capabilities, abilities, trustworthiness, availability, etc. Finally, when considered together, functional service quality and CI have a stronger effect on CS than technical service quality. Originality/value The originality of the present research relies on the following: a further contribution to the so-called “European perspective” of service quality; the study of service quality dimensions (technical, functional and CI) in the thermal sector; and evidencing the link between thermal employee characteristics and the relational quality factor of the CI, demonstrating that many aspects of this construct need further empirical investigation, in the wellness sector.

ACS Style

Cecilia Silvestri; Barbara Aquilani; Alessandro Ruggieri. Service quality and customer satisfaction in thermal tourism. The TQM Journal 2017, 29, 55 -81.

AMA Style

Cecilia Silvestri, Barbara Aquilani, Alessandro Ruggieri. Service quality and customer satisfaction in thermal tourism. The TQM Journal. 2017; 29 (1):55-81.

Chicago/Turabian Style

Cecilia Silvestri; Barbara Aquilani; Alessandro Ruggieri. 2017. "Service quality and customer satisfaction in thermal tourism." The TQM Journal 29, no. 1: 55-81.

Review
Published: 09 January 2017 in The TQM Journal
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Purpose The purpose of this paper is to present a systematic literature review to identify new avenues of research in line with the ongoing changes in quality and management required to firms, especially regarding customers. Design/methodology/approach This study uses a systematic review of the literature contained in the three databases Ebsco, JSTOR, and Springerlink and on the search engine Google Scholar. Findings An analysis of the literature identifies three different clusters of papers: “identification” papers, which show that customer focus has gained importance in recent times; “implementation” papers, which highlight that a general or shared model or scale to successfully implement total quality management (TQM) does not yet exist; and “impact-on-performance” papers, which show that few studies have considered the relationship between TQM and the issues of both marketing and performance, underlining the most significant gap in the TQM literature. Research limitations/implications This study is limited by the small number of databases and search engines used and by the restricted number of keywords used in searching these sources. Practical implications This work highlights a gap in the existing research and thus an incomplete consideration of the interplay between management, marketing, and quality issues, all centered on customers and other stakeholders. Researchers and firms are thus advised to adopt a wider view that considers the role of the quality process to support the firm’s engagement of customers in activities that enhance both the customer role and customer satisfaction. Originality/value This study uses a systematic literature review to review all critical factors of TQM and identifies new research avenues and different approaches to implementing TQM, focusing on the central role that customers play in achieving firm success.

ACS Style

Barbara Aquilani; Cecilia Silvestri; Alessandro Ruggieri; Corrado Gatti. A systematic literature review on total quality management critical success factors and the identification of new avenues of research. The TQM Journal 2017, 29, 184 -213.

AMA Style

Barbara Aquilani, Cecilia Silvestri, Alessandro Ruggieri, Corrado Gatti. A systematic literature review on total quality management critical success factors and the identification of new avenues of research. The TQM Journal. 2017; 29 (1):184-213.

Chicago/Turabian Style

Barbara Aquilani; Cecilia Silvestri; Alessandro Ruggieri; Corrado Gatti. 2017. "A systematic literature review on total quality management critical success factors and the identification of new avenues of research." The TQM Journal 29, no. 1: 184-213.

Journal article
Published: 05 December 2016 in Journal of Food Products Marketing
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The aim of this study was to investigate consumer preference for the novel red-fleshed apple genotypes. The information presented provides us with insight into consumer propensity to accept a new variety with radical visible innovative attributes and societal demand for a more sustainable production. The survey was carried out on the population of a province in central Italy, where there is consumer demand for organic and high-quality foods. The consumers’ opinions contrasted greatly and can be divided into two groups. Over one quarter of the respondents declared that they did not like the innovative fruit. The cluster analysis and CHAID analyses were performed on the consumers’ responses to determine sample groupings. Three clusters were identified among the consumers with positive opinions, enthusiastic, health-conscious, and unmotivated illustrating how the hierarchical level of preferences of the potential consumers of the red-fleshed apple fruit are triggered by various motivations. The surveys also pointed out that most consumers of the sampled population were not biased against research activities producing innovative food products. A large number of consumers, especially women, declared that they were willing to pay a higher price considering the increased nutritional value of red-fleshed apple fruits. By examining the broad context of this study, decision-making researchers and operators of the fruit industry will be able to make informed and realistic predictions concerning possible future scenarios and to determine the possible effects and desirability.

ACS Style

Cecilia Silvestri; Marco Cirilli; Maurizio Zecchini; Rosario Muleo; Alessandro Ruggieri. Consumer Acceptance of the New Red-Fleshed Apple Variety. Journal of Food Products Marketing 2016, 24, 1 -21.

AMA Style

Cecilia Silvestri, Marco Cirilli, Maurizio Zecchini, Rosario Muleo, Alessandro Ruggieri. Consumer Acceptance of the New Red-Fleshed Apple Variety. Journal of Food Products Marketing. 2016; 24 (1):1-21.

Chicago/Turabian Style

Cecilia Silvestri; Marco Cirilli; Maurizio Zecchini; Rosario Muleo; Alessandro Ruggieri. 2016. "Consumer Acceptance of the New Red-Fleshed Apple Variety." Journal of Food Products Marketing 24, no. 1: 1-21.

Journal article
Published: 02 October 2016 in Sustainability
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Sustainability views firm success and the welfare-wellbeing of societies in which they develop as closely inter-related. Value co-creation assumes that firms create value not only for themselves, but also for all actors willing to participate in co-creation processes, as well as for the whole ecosystem in which they operate. Thus, co-creation can sustain social development and sustainability. However, to ensure sustainability through value co-creation processes, TQM principles must be followed and Critical Success Factors (CSFs) reinterpreted following this perspective. In this important, but understudied context, the aim of the paper is to focus on value co-creation processes fostering sustainability, identifying which CSFs are most suitable to best support each phase of these processes. The paper is based on a review of the literature and bridges sustainability, value co-creation, TQM, EM and IMS literature for the first time, proposing a new model of value co-creation processes, which considers it a never ending cycle. The proposed model presents and discusses, for the first time, the most important CSFs to foster sustainability and opens the discussion on how to re-interpret quality principles, which must also be followed in value co-creation processes.

ACS Style

Barbara Aquilani; Cecilia Silvestri; Alessandro Ruggieri. Sustainability, TQM and Value Co-Creation Processes: The Role of Critical Success Factors. Sustainability 2016, 8, 995 .

AMA Style

Barbara Aquilani, Cecilia Silvestri, Alessandro Ruggieri. Sustainability, TQM and Value Co-Creation Processes: The Role of Critical Success Factors. Sustainability. 2016; 8 (10):995.

Chicago/Turabian Style

Barbara Aquilani; Cecilia Silvestri; Alessandro Ruggieri. 2016. "Sustainability, TQM and Value Co-Creation Processes: The Role of Critical Success Factors." Sustainability 8, no. 10: 995.

Book chapter
Published: 01 January 2016 in Advances in Marketing, Customer Relationship Management, and E-Services
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The phenomenon of experiential shopping develops concurrently with another important and interesting one, namely the birth of Shopping Centre (Keng et al. 2007; Hedhli et al. 2013). Shopping can significantly contribute to improve people's quality of life. The satisfaction of these needs plays an important role in the general welfare of people (Deci & Ryan, 2002). However quality is the antecedent of satisfaction, and therefore of the welfare. Several studies have shown that a relationship of dependence between quality and customer satisfaction exists (Shanaki et al. 2012; Lai, 2015). The aim of this research is twofold: (1) understanding, what are the main reasons that lead consumers to shopping centre and (2) measuring the level of satisfaction and WOM in the different groups of customers. The results show that the quality factors of the shopping centre are essential to carry out the segmentation because the consumers' motivation and preferences are based on them.

ACS Style

Cecilia Silvestri; Upendra Singh Panwar; Raj Kumar; Nilanjan Ray. Investigation between the Quality Factors and Consumer Behaviour, through Customer Segmentation of a Shopping Centre. Advances in Marketing, Customer Relationship Management, and E-Services 2016, 1 -30.

AMA Style

Cecilia Silvestri, Upendra Singh Panwar, Raj Kumar, Nilanjan Ray. Investigation between the Quality Factors and Consumer Behaviour, through Customer Segmentation of a Shopping Centre. Advances in Marketing, Customer Relationship Management, and E-Services. 2016; ():1-30.

Chicago/Turabian Style

Cecilia Silvestri; Upendra Singh Panwar; Raj Kumar; Nilanjan Ray. 2016. "Investigation between the Quality Factors and Consumer Behaviour, through Customer Segmentation of a Shopping Centre." Advances in Marketing, Customer Relationship Management, and E-Services , no. : 1-30.

Chapter
Published: 01 January 2016 in Web-Based Services
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The chapter by Aquilani, Serpico, Silvestri, and Ruggieri explores online and offline customer satisfaction in B2C markets. The authors emphasize that building strong relationships with customers is of even higher strategic relevance in dynamic and competitive environments implying that firms must continuously work towards ever higher levels of experienced customer satisfaction. The objectives of this conceptual work are threefold: (1) to review customer satisfaction studies in both offline and online environments and their relationships with customer relationship management both offline and online, (2) to analyze tools and methods already used to measure it, and (3) to propose a new and comprehensive theoretical framework that helps evaluate overall customer satisfaction. The framework considers both offline and online customer satisfaction antecedents, being aware of the different weight and effects they have on e-customer satisfaction. This depends on the context in which they have been created and previously applied to, as well as considering the website as a moderator in the relationship between offline antecedents of customer satisfaction (prior experience, brand, quality, price, etc.) and overall customer satisfaction. Thus, the latter would come from both offline antecedents of customers' satisfaction and website quality dimensions, namely information, services, and system quality.

ACS Style

Barbara Aquilani; Elsa Serpico; Cecilia Silvestri; Alessandro Ruggieri. Offline and Online Customer Satisfaction in B2C Markets. Web-Based Services 2016, 377 -430.

AMA Style

Barbara Aquilani, Elsa Serpico, Cecilia Silvestri, Alessandro Ruggieri. Offline and Online Customer Satisfaction in B2C Markets. Web-Based Services. 2016; ():377-430.

Chicago/Turabian Style

Barbara Aquilani; Elsa Serpico; Cecilia Silvestri; Alessandro Ruggieri. 2016. "Offline and Online Customer Satisfaction in B2C Markets." Web-Based Services , no. : 377-430.

Book chapter
Published: 04 October 2015 in Organizing Smart Buildings and Cities
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The evolution of the web has produced a broad change in partnerships and collaboration worldwide due to the centrality of internet, a virtual place where actors from different countries can easily meet and exchange in-formation. This new agency model represents the basis for the development of a new entrepreneurial organization where companies can redefine their idea of business in order to make the web instrumental in the creation of a global social network of actors. This model of cooperation is now possible thank to the creation of the new cloud working platforms that have brought about a revolution in the job market. Main objective of the present work is therefore 1. to analyze and compare, on one hand, three main communities of crowdsourcing (Knowledge or Gig economy) in order to show such evolution, and on the other; 2. to analyze and compare the main platforms of cooperation at distance, in order to identify critical success factors.

ACS Style

Alessandro Ruggieri; Enrico Maria Mosconi; Stefano Poponi; Cecilia Silvestri. Digital Innovation in the Job Market: An Explorative Study on Cloud Working Platforms. Organizing Smart Buildings and Cities 2015, 273 -283.

AMA Style

Alessandro Ruggieri, Enrico Maria Mosconi, Stefano Poponi, Cecilia Silvestri. Digital Innovation in the Job Market: An Explorative Study on Cloud Working Platforms. Organizing Smart Buildings and Cities. 2015; ():273-283.

Chicago/Turabian Style

Alessandro Ruggieri; Enrico Maria Mosconi; Stefano Poponi; Cecilia Silvestri. 2015. "Digital Innovation in the Job Market: An Explorative Study on Cloud Working Platforms." Organizing Smart Buildings and Cities , no. : 273-283.

Chapter
Published: 01 January 2015 in Marketing and Consumer Behavior
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Creating a company is an event of great uncertainty and complexity. Many variables are to be considered and trying to predict the future development of the business is particularly important. A set of market and strategic analysis instruments can help entrepreneurs to define and solve problem in the start-up phase and to understand the potentialities of business. In particular, the analysis of consumerism is a particularly important factor in order to outline the development of demand and consumer behaviour. Therefore, the first instrument is certainly the business plan; it is necessary to explain and show the aspects of the market where firms will work. This chapter analyzes, through a qualitative analysis, the techniques of market analysis useful for drawing up a business plan focused on the consumer and the dynamics of consumerism. The goal is to emphasize the role the evolutionary dynamics of the consumer and his or her preferences play in leading the company planning towards specific market positioning and in determining the business volume.

ACS Style

Alessandro Ruggieri; Cecilia Silvestri; Michela Piccarozzi. Consumerism, Market Analysis and Impact on Business Plan Definition. Marketing and Consumer Behavior 2015, 228 -262.

AMA Style

Alessandro Ruggieri, Cecilia Silvestri, Michela Piccarozzi. Consumerism, Market Analysis and Impact on Business Plan Definition. Marketing and Consumer Behavior. 2015; ():228-262.

Chicago/Turabian Style

Alessandro Ruggieri; Cecilia Silvestri; Michela Piccarozzi. 2015. "Consumerism, Market Analysis and Impact on Business Plan Definition." Marketing and Consumer Behavior , no. : 228-262.

Chapter
Published: 01 January 2015 in Advances in Marketing, Customer Relationship Management, and E-Services
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The chapter by Aquilani, Serpico, Silvestri, and Ruggieri explores online and offline customer satisfaction in B2C markets. The authors emphasize that building strong relationships with customers is of even higher strategic relevance in dynamic and competitive environments implying that firms must continuously work towards ever higher levels of experienced customer satisfaction. The objectives of this conceptual work are threefold: (1) to review customer satisfaction studies in both offline and online environments and their relationships with customer relationship management both offline and online, (2) to analyze tools and methods already used to measure it, and (3) to propose a new and comprehensive theoretical framework that helps evaluate overall customer satisfaction. The framework considers both offline and online customer satisfaction antecedents, being aware of the different weight and effects they have on e-customer satisfaction. This depends on the context in which they have been created and previously applied to, as well as considering the website as a moderator in the relationship between offline antecedents of customer satisfaction (prior experience, brand, quality, price, etc.) and overall customer satisfaction. Thus, the latter would come from both offline antecedents of customers' satisfaction and website quality dimensions, namely information, services, and system quality.

ACS Style

Barbara Aquilani; Elsa Serpico; Cecilia Silvestri; Alessandro Ruggieri. Offline and Online Customer Satisfaction in B2C Markets. Advances in Marketing, Customer Relationship Management, and E-Services 2015, 311 -364.

AMA Style

Barbara Aquilani, Elsa Serpico, Cecilia Silvestri, Alessandro Ruggieri. Offline and Online Customer Satisfaction in B2C Markets. Advances in Marketing, Customer Relationship Management, and E-Services. 2015; ():311-364.

Chicago/Turabian Style

Barbara Aquilani; Elsa Serpico; Cecilia Silvestri; Alessandro Ruggieri. 2015. "Offline and Online Customer Satisfaction in B2C Markets." Advances in Marketing, Customer Relationship Management, and E-Services , no. : 311-364.

Chapter
Published: 01 January 2015 in Marketing and Consumer Behavior
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Building strong relationships with customers has become strategic for firms wishing to sustain their competitive advantage. In order to reach this goal, it is fundamental to continuously work towards an even higher experienced customer satisfaction. Thus, the aim of this chapter is: (a) to review customer satisfaction studies in both offline and online environments, (b) to analyze tools and methods already used to measure it, and (c) to propose a new, comprehensive, and complete theoretical framework that helps evaluate e-customer satisfaction. The last point represents a prerequisite to reach a best and exhaustive understanding of e-customer satisfaction, able to take into account the joint effects of its different antecedents and clearly suggest how to design and shape a website in order to generate an even higher overall customer satisfaction online.

ACS Style

Elsa Serpico; Barbara Aquilani; Alessandro Ruggieri; Cecilia Silvestri. Customer Centric Marketing Strategies. Marketing and Consumer Behavior 2015, 666 -708.

AMA Style

Elsa Serpico, Barbara Aquilani, Alessandro Ruggieri, Cecilia Silvestri. Customer Centric Marketing Strategies. Marketing and Consumer Behavior. 2015; ():666-708.

Chicago/Turabian Style

Elsa Serpico; Barbara Aquilani; Alessandro Ruggieri; Cecilia Silvestri. 2015. "Customer Centric Marketing Strategies." Marketing and Consumer Behavior , no. : 666-708.

Chapter
Published: 01 January 2014 in Advances in Marketing, Customer Relationship Management, and E-Services
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Creating a company is an event of great uncertainty and complexity. Many variables are to be considered and trying to predict the future development of the business is particularly important. A set of market and strategic analysis instruments can help entrepreneurs to define and solve problem in the start-up phase and to understand the potentialities of business. In particular, the analysis of consumerism is a particularly important factor in order to outline the development of demand and consumer behaviour. Therefore, the first instrument is certainly the business plan; it is necessary to explain and show the aspects of the market where firms will work. This chapter analyzes, through a qualitative analysis, the techniques of market analysis useful for drawing up a business plan focused on the consumer and the dynamics of consumerism. The goal is to emphasize the role the evolutionary dynamics of the consumer and his or her preferences play in leading the company planning towards specific market positioning and in determining the business volume.

ACS Style

Alessandro Ruggieri; Cecilia Silvestri; Michela Piccarozzi. Consumerism, Market Analysis and Impact on Business Plan Definition. Advances in Marketing, Customer Relationship Management, and E-Services 2014, 425 -457.

AMA Style

Alessandro Ruggieri, Cecilia Silvestri, Michela Piccarozzi. Consumerism, Market Analysis and Impact on Business Plan Definition. Advances in Marketing, Customer Relationship Management, and E-Services. 2014; ():425-457.

Chicago/Turabian Style

Alessandro Ruggieri; Cecilia Silvestri; Michela Piccarozzi. 2014. "Consumerism, Market Analysis and Impact on Business Plan Definition." Advances in Marketing, Customer Relationship Management, and E-Services , no. : 425-457.

Chapter
Published: 01 January 2014 in Advances in Marketing, Customer Relationship Management, and E-Services
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In the current economic environment companies are progressively required to focus in innovation. In particular, consumerism is one of the major pulses to innovation. Today, consumers are looking for more and more innovative and qualitative products and so companies seek to heavily invest in technological advancements to meet the needs of customers. Even universities try to follow the trend of consumerism and adapt their activities to the market demands: first of all, in the way of teaching and transferring culture, and secondly, using their knowledge to create innovative companies. So, this second mission that allows universities to commercialize research results, has assumed a strategic role and primary importance in government policies, in Europe as well as in the rest of the world. University spin-off (USOs) can be considered one of the most important vehicle to create innovative firms based on scientific and new technological product. The trend of consumerism can be followed with spin-offs. The purpose of this chapter is to highlight the link between spin-off planning, especially during the business plan preparation, and consumerism. This area is investigated through a systematic review of the literature about the consumer, consumerism and the spin-off phenomenon.

ACS Style

Enrico Maria Mosconi; Michela Piccarozzi; Cecilia Silvestri. Consumerism and Innovation. Advances in Marketing, Customer Relationship Management, and E-Services 2014, 310 -334.

AMA Style

Enrico Maria Mosconi, Michela Piccarozzi, Cecilia Silvestri. Consumerism and Innovation. Advances in Marketing, Customer Relationship Management, and E-Services. 2014; ():310-334.

Chicago/Turabian Style

Enrico Maria Mosconi; Michela Piccarozzi; Cecilia Silvestri. 2014. "Consumerism and Innovation." Advances in Marketing, Customer Relationship Management, and E-Services , no. : 310-334.