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Prof. Barbara Aquilani
Department of Enterprise and Engineering, Society, and Management (DEIM)—University of 'Tuscia' of Viterbo 47, Via del Paradiso, 01100 Viterbo, Italy

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0 Marketing
0 Open Innovation
0 Sustainability
0 Industry 4.0
0 Value co-creation

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Open Innovation
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Value co-creation
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Industry 4.0

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Journal article
Published: 28 October 2020 in Sustainability
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Advanced manufacturing solutions, augmented reality, and cloud and big data are technologies pertaining to Industry 4.0. These technologies improve working conditions, create new business models, and increase both productivity and firm quality production. However, they can also improve life and society as a whole. This new perspective, oriented toward social and global well-being, is called Society 5.0. As has happened for all past industrial revolutions, Industry 4.0 will support the transition to a different society, i.e., Society 5.0. In this transition, open innovation and value co-creation can play an important role. The aim of the study was twofold: to examine how Industry 4.0 features and enabling technologies can support the transition to Society 5.0 and to investigate the roles of both open innovation and value co-creation within this transition. A conceptual framework was developed to jointly consider for the first time Industry 4.0, Society 5.0, open innovation, and value co-creation, which are all challenging issues that firms must cope with nowadays. Managers could profit from these insights to design ad hoc strategies in order to benefit from the opportunities emerging from this transition and overcome the main related challenges.

ACS Style

Barbara Aquilani; Michela Piccarozzi; Tindara Abbate; Anna Codini. The Role of Open Innovation and Value Co-creation in the Challenging Transition from Industry 4.0 to Society 5.0: Toward a Theoretical Framework. Sustainability 2020, 12, 8943 .

AMA Style

Barbara Aquilani, Michela Piccarozzi, Tindara Abbate, Anna Codini. The Role of Open Innovation and Value Co-creation in the Challenging Transition from Industry 4.0 to Society 5.0: Toward a Theoretical Framework. Sustainability. 2020; 12 (21):8943.

Chicago/Turabian Style

Barbara Aquilani; Michela Piccarozzi; Tindara Abbate; Anna Codini. 2020. "The Role of Open Innovation and Value Co-creation in the Challenging Transition from Industry 4.0 to Society 5.0: Toward a Theoretical Framework." Sustainability 12, no. 21: 8943.

Journal article
Published: 05 August 2019 in Journal of Business & Industrial Marketing
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Purpose The purpose of this paper is to understand how Open Innovation Digital Platforms (OIDPs) can facilitate and support knowledge co-creation in Open Innovation (OI) processes. Specifically, it intends to investigate the contribution of OIDPs-oriented to successfully implement all the phases of interactive coupled OI processes. Design/methodology/approach The paper carries out an exploratory qualitative analysis, adopting the single case study method. The case here investigated is Open Innovation Platform Regione Lombardia (OIPRL). Findings The case study sheds light on how OIPRL supports knowledge co-creation through its processes, tools and services as a co-creator intermediary. In its launch stage, the platform simply aimed at giving firms a tool to “find partners” and financial resources to achieve innovative projects. Now, however, the platform has developed into an engagement platform for knowledge co-creation. Research limitations/implications One limitation lies in the particular perspective used to perform the case study: the perspective of the digital platform itself. Future research should focus on the individuals engaged in the platform to better investigate the processes, tools and services used to implement the OI approach. Practical implications The paper suggests ways in which OIDPs could be used by firms for effective exploration, acquisition, integration and development of valuable knowledge. Originality/value The study conceptualizes the role of OIDPs in shaping knowledge co-creation, assuming that the platforms act as Open Innovation Intermediaries (OIIs). Specifically, OIDPs can be observed to function as “co-creator intermediaries” that define, develop and implement dedicated processes, specific tools and appropriate services for supporting knowledge co-creation activities.

ACS Style

Tindara Abbate; Anna Paola Codini; Barbara Aquilani. Knowledge co-creation in Open Innovation Digital Platforms: processes, tools and services. Journal of Business & Industrial Marketing 2019, 34, 1434 -1447.

AMA Style

Tindara Abbate, Anna Paola Codini, Barbara Aquilani. Knowledge co-creation in Open Innovation Digital Platforms: processes, tools and services. Journal of Business & Industrial Marketing. 2019; 34 (7):1434-1447.

Chicago/Turabian Style

Tindara Abbate; Anna Paola Codini; Barbara Aquilani. 2019. "Knowledge co-creation in Open Innovation Digital Platforms: processes, tools and services." Journal of Business & Industrial Marketing 34, no. 7: 1434-1447.

Journal article
Published: 22 October 2018 in Sustainability
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Recent developments in production processes and their automation have led to the definition of the Fourth Industrial Revolution, commonly known as “Industry 4.0”. Industry 4.0 is a very broad domain that includes: production processes, efficiency, data management, relationship with consumers, competitiveness, and much more. At the same time, obviously, Industry 4.0 has become a new theme for management scholars and business economics disciplines and a number of contributions covering various issues and aspects have been published. However, a systematic formulation of all these contributions is still lacking in management literature. Therefore, the aim of the paper is to analyze and classify the main contributions published on the topic of Industry 4.0 in management literature, seeking to give it a unique definition, discover the gaps still remaining in literature and outline future avenues of research in this domain. A systematic review of the literature of the major academic and research databases has been used as methodology to achieve the aim of the paper. This work contributes theoretically to the development of literature on Industry 4.0 and from a managerial perspective it could support entrepreneurs in better understanding the implications and fields of application of the Fourth Industrial Revolution as well as the interplay among them.

ACS Style

Michela Piccarozzi; Barbara Aquilani; Corrado Gatti. Industry 4.0 in Management Studies: A Systematic Literature Review. Sustainability 2018, 10, 3821 .

AMA Style

Michela Piccarozzi, Barbara Aquilani, Corrado Gatti. Industry 4.0 in Management Studies: A Systematic Literature Review. Sustainability. 2018; 10 (10):3821.

Chicago/Turabian Style

Michela Piccarozzi; Barbara Aquilani; Corrado Gatti. 2018. "Industry 4.0 in Management Studies: A Systematic Literature Review." Sustainability 10, no. 10: 3821.

Journal article
Published: 10 April 2018 in The TQM Journal
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Purpose The purpose of this paper is to study the real role of historical satisfaction (HSat), i.e., satisfaction only deriving from past experiences, excluding the most recent, in B2C service contexts when services are experienced offline, while the actual services are purchased online through the service providers’ website. Design/methodology/approach The proposed conceptual framework was tested by focusing on a particular travel industry firm which is responsible for providing travel services as well as managing the website where these services are purchased. The study population included customers who had purchased at least two travel tickets during the last 12 months online. In order to reduce possible self-selection bias and to improve the generalizability of the web survey findings, post-stratification was applied. The measurement model was evaluated by using confirmatory factor analyses. The direct and indirect effects of HSat on encounter overall satisfaction (EOS) were analyzed using structural equation modeling. Findings The direct effect of HSat on EOS was observed to be higher than its indirect effect through offline service dimensions and website dimensions. It was also observed that offline service dimensions have a direct impact on EOS, while they do not have an indirect impact since the website dimensions do not have a direct effect on EOS. Research limitations/implications Historical satisfaction is really important in building EOS for services purchased previously online but experienced offline. Practical implications The results could provide managers with useful tools for allocating resources and also build an even higher level of EOS. They also shed light on how HSat molds offline service perception for services sold online. Originality/value To the authors’s knowledge, only one empirical paper focused on “historical satisfaction,” while no studies have taken into consideration the fact that service offline dimensions and e-customer satisfaction could be indirectly linked by website quality dimensions, the issue studied in this paper.

ACS Style

Tiziana Laureti; Michela Piccarozzi; Barbara Aquilani. The effects of historical satisfaction, provided services characteristics and website dimensions on encounter overall satisfaction. The TQM Journal 2018, 30, 197 -216.

AMA Style

Tiziana Laureti, Michela Piccarozzi, Barbara Aquilani. The effects of historical satisfaction, provided services characteristics and website dimensions on encounter overall satisfaction. The TQM Journal. 2018; 30 (3):197-216.

Chicago/Turabian Style

Tiziana Laureti; Michela Piccarozzi; Barbara Aquilani. 2018. "The effects of historical satisfaction, provided services characteristics and website dimensions on encounter overall satisfaction." The TQM Journal 30, no. 3: 197-216.

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.

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: 24 October 2017 in Sustainability
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In the coming years, social media technology will have a crucial role in environmental involvement and in encouraging sustainable behaviors in the wine industry. Sustainable development is becoming a crucial topic for many consumers. Also, in the wine industry much research has been carried out to decrease the environmental impact, with a particular focus on renewable energy use, greenhouse gas emissions, pesticides reduction, water and waste management, biodiversity, soil and landscape preservation. In recent years, social media technologies have gained increased attention for their potential to amplify environmental concerns and encourage sustainable behaviors among people. This study aims to study the role of social media in the consumer purchasing behavior for wine between the millennial and non-millennial generations. A total sample of 2597 Italian wine consumer responses were collected and a structured questionnaire was used to test our hypothesis. The main results show that the greater the import the consumer places on the product/process dimension of environmental sustainability, the higher the self-selection in market segments. This is true for both millennials and non-millennials. The results show the power of social media to increase sustainability awareness and consecutively influence the consumer’s buying behavior for wine (higher price segment). From a marketing perspective, companies should improve their capacity to share and communicate their environmental activities through social media.

ACS Style

Giovanni Sogari; Tommaso Pucci; Barbara Aquilani; Lorenzo Zanni. Millennial Generation and Environmental Sustainability: The Role of Social Media in the Consumer Purchasing Behavior for Wine. Sustainability 2017, 9, 1911 .

AMA Style

Giovanni Sogari, Tommaso Pucci, Barbara Aquilani, Lorenzo Zanni. Millennial Generation and Environmental Sustainability: The Role of Social Media in the Consumer Purchasing Behavior for Wine. Sustainability. 2017; 9 (10):1911.

Chicago/Turabian Style

Giovanni Sogari; Tommaso Pucci; Barbara Aquilani; Lorenzo Zanni. 2017. "Millennial Generation and Environmental Sustainability: The Role of Social Media in the Consumer Purchasing Behavior for Wine." Sustainability 9, no. 10: 1911.

Journal article
Published: 01 August 2017 in Knowledge Management Research & Practice
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Certain cultural barriers, such as insufficient openness, aversion to risk-taking, organizational inertia and specific syndromes could inhibit successful Open Innovation processes. However, how Open Innovation Intermediaries help in overcoming obstacles to successfully achieve Open Innovation processes, has not yet been analysed in depth. This paper aims to fill this gap, relying on extant contributions of Open Innovation processes, Open Innovation Intermediary features and types. Based on the distinction between outside-in, inside-out and coupled Open Innovation processes, the theoretical framework developed here identifies specific cultural barriers affecting each process and suggests which intermediary types could be more suited to sustain firms undergoing these processes. The framework supports firms opening up their internal R&D activities to choose the intermediary type most suitable for adaption to an appropriate culture, as well as overcoming any possible cultural barriers.

ACS Style

Barbara Aquilani; Tindara Abbate; Anna Codini. Overcoming cultural barriers in open innovation processes through intermediaries: a theoretical framework. Knowledge Management Research & Practice 2017, 15, 447 -459.

AMA Style

Barbara Aquilani, Tindara Abbate, Anna Codini. Overcoming cultural barriers in open innovation processes through intermediaries: a theoretical framework. Knowledge Management Research & Practice. 2017; 15 (3):447-459.

Chicago/Turabian Style

Barbara Aquilani; Tindara Abbate; Anna Codini. 2017. "Overcoming cultural barriers in open innovation processes through intermediaries: a theoretical framework." Knowledge Management Research & Practice 15, no. 3: 447-459.

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: 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.

Chapter
Published: 01 January 2017 in Rebuilding and Restructuring the Tourism Industry
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The chapter aims at analyzing the more recent studies on co-creation considering both marketing and management literature, contextualizing them within the new scenario firms have to afford today. In doing this both market and consumer changes are studied. The chapter, after an introduction to the subject matter explaining why it is so important to focus on this unexplored management issue, presents a review on the three streams of literature used to build the framework, namely Consumer Culture Theory, Service-Dominant Logic and Value Co-creation. It then focuses on contrasting the different approaches regarding markets and consumers and studying their differences and common traits. The chapter ends with some limitations and hints to future research, as well as some theoretical and managerial implications presented in the concluding section.

ACS Style

Barbara Aquilani; Costanza Nosi; Tindara Abbate. Co-Creation Emerging in Markets and with Consumers. Rebuilding and Restructuring the Tourism Industry 2017, 37 -58.

AMA Style

Barbara Aquilani, Costanza Nosi, Tindara Abbate. Co-Creation Emerging in Markets and with Consumers. Rebuilding and Restructuring the Tourism Industry. 2017; ():37-58.

Chicago/Turabian Style

Barbara Aquilani; Costanza Nosi; Tindara Abbate. 2017. "Co-Creation Emerging in Markets and with Consumers." Rebuilding and Restructuring the Tourism Industry , no. : 37-58.

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.

Journal article
Published: 01 January 2016 in The International Journal of Digital Accounting Research
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ACS Style

Barbara Aquilani; Tindara Abbate; Gandolfo Dominici. Choosing Open Innovation Intermediaries through their web-based platforms. The International Journal of Digital Accounting Research 2016, 16, 1 .

AMA Style

Barbara Aquilani, Tindara Abbate, Gandolfo Dominici. Choosing Open Innovation Intermediaries through their web-based platforms. The International Journal of Digital Accounting Research. 2016; 16 ():1.

Chicago/Turabian Style

Barbara Aquilani; Tindara Abbate; Gandolfo Dominici. 2016. "Choosing Open Innovation Intermediaries through their web-based platforms." The International Journal of Digital Accounting Research 16, no. : 1.

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.

Journal article
Published: 01 April 2015 in Food Quality and Preference
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ACS Style

Barbara Aquilani; Tiziana Laureti; Stefano Poponi; Luca Secondi. Beer choice and consumption determinants when craft beers are tasted: An exploratory study of consumer preferences. Food Quality and Preference 2015, 41, 214 -224.

AMA Style

Barbara Aquilani, Tiziana Laureti, Stefano Poponi, Luca Secondi. Beer choice and consumption determinants when craft beers are tasted: An exploratory study of consumer preferences. Food Quality and Preference. 2015; 41 ():214-224.

Chicago/Turabian Style

Barbara Aquilani; Tiziana Laureti; Stefano Poponi; Luca Secondi. 2015. "Beer choice and consumption determinants when craft beers are tasted: An exploratory study of consumer preferences." Food Quality and Preference 41, no. : 214-224.

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 2015 in Marketing and Consumer Behavior
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This chapter aims at analyzing how firms can successfully embrace an Open Innovation (OI) process through customers, involving them, individually or in communities, in the co-creation of ideas, knowledge, products, services, processes, putting into action and integrating their creativity with firms' resources. Three main areas of interest are analyzed through a literature review process, to create a framework able to show the challenges organizations have to meet simultaneously externally (i.e. consumerism) and internally (i.e. organizational changes) in this shift of the innovation paradigm: consumerism features and challenges, OI approach and web-based platforms, and organizational issues involved in the OI paradigm shift. This chapter affords consumerism and OI approach, while the next, which is the sequel of this one, discusses OI platforms and organizational changes as well as the resulting framework. Four contributions distinguish this study: (i) the link between consumerism and OI; (ii) the focus on customers as a source of external innovation; (iii) the identification of alternative ways to access OI with customers and their features; (iv) the disclosure of a “hybrid” mode to develop OI through customers.

ACS Style

Barbara Aquilani; Tindara Abbate. Open Innovation through Customers. Marketing and Consumer Behavior 2015, 1371 -1410.

AMA Style

Barbara Aquilani, Tindara Abbate. Open Innovation through Customers. Marketing and Consumer Behavior. 2015; ():1371-1410.

Chicago/Turabian Style

Barbara Aquilani; Tindara Abbate. 2015. "Open Innovation through Customers." Marketing and Consumer Behavior , no. : 1371-1410.

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.

Book chapter
Published: 16 May 2014 in Organizing Smart Buildings and Cities
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Since Henry Chesbrough’s remark on the importance of opening innovation processes to the cooperation of external entities, like partners, competitors or customers, open innovation (OI) gained momentum. Open innovation approach was started and run by different companies around the world. Meanwhile specific platforms were developed to support these processes, either by intermediaries aimed at helping companies to shift to an open innovation approach, or by firms which decided to adopt this approach trough their own created and managed platforms. Through a descriptive design theory perspective the paper analyzes the features (components) that these web-based platforms offer in respect to the requirements they have to fulfill in order to effectively support the open innovation approach.

ACS Style

Barbara Aquilani; Tindara Abbate; Alessio Maria Braccini. Ideas Sharing Through ICT in Innovation Processes: A Design Theory for Open Innovation Platforms. Organizing Smart Buildings and Cities 2014, 105 -114.

AMA Style

Barbara Aquilani, Tindara Abbate, Alessio Maria Braccini. Ideas Sharing Through ICT in Innovation Processes: A Design Theory for Open Innovation Platforms. Organizing Smart Buildings and Cities. 2014; ():105-114.

Chicago/Turabian Style

Barbara Aquilani; Tindara Abbate; Alessio Maria Braccini. 2014. "Ideas Sharing Through ICT in Innovation Processes: A Design Theory for Open Innovation Platforms." Organizing Smart Buildings and Cities , no. : 105-114.

Chapter
Published: 01 January 2014 in Advances in Marketing, Customer Relationship Management, and E-Services
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This chapter aims at analyzing how firms can successfully embrace an Open Innovation (OI) process through customers, involving them individually or in communities, in the co-creation of ideas, knowledge, products, services, processes, putting into action and integrating their creativity with firms' resources. Three main areas of interest, essential in the authors' opinion to meet this new challenge, have been analyzed through a literature review process, to create a framework able to show the challenges organizations have to meet externally (i.e., consumerism) and internally (i.e., organizational changes) in this shift of the innovation paradigm: consumerism features and challenges, OI approach and web-based platforms, and organizational issues involved in the OI paradigm shift. The previous chapter has discussed consumerism and OI approach, while this one will afford OI platforms and organizational changes as well as the resulting framework. Four contributions distinguish this study: (i) the link between consumerism and OI; (ii) the focus on customers as a source of external innovation; (iii) the identification of alternative ways to access OI with customers and their features; (iv) the disclosure of a “hybrid” mode to develop OI through customers.

ACS Style

Barbara Aquilani; Tindara Abbate. Open Innovation through Customers. Advances in Marketing, Customer Relationship Management, and E-Services 2014, 375 -412.

AMA Style

Barbara Aquilani, Tindara Abbate. Open Innovation through Customers. Advances in Marketing, Customer Relationship Management, and E-Services. 2014; ():375-412.

Chicago/Turabian Style

Barbara Aquilani; Tindara Abbate. 2014. "Open Innovation through Customers." Advances in Marketing, Customer Relationship Management, and E-Services , no. : 375-412.