Purpose: This paper aims to study the automotive 4.0 context to understand the consumers’ propensity towards high-tech automated cars. The paper analyses the antecedents that lead to the use of innovative vehicles. Theory of planned behaviour (TPB) is adopted and extended by including further...

Purpose: Sustainable mobility and collaborative consumption are debated issues in the literature. In this field, car sharing (CS) represents a growing tendency that attracts interest by academicians for its potential positive impact on sustainability. This study aims to understand the main...

Purpose – The purpose of this study is to identify possible correlations between the stated “enablers” and “results” in excellence models, and to explain how different variables contribute to the “enablers” and “results”. A cross-case study of two different excellence models,...

Purpose 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...

Purpose – The paper aims to illustrate the results of a testing activity of a general customer satisfaction management model designed for online services provided by public administrations. Design/methodology/approach – The results are part of a wider research project, aimed at the...