Purpose: Nowadays, international healthcare agendas are focused on patient centeredness. Policies are aimed at improving patient’s satisfaction by enhancing patient empowerment and value co-creation. However, a comprehensive model addressing the relationships between these constructs has not...

Customer loyalty is a topic of great interest for marketing scholars due to its importance in gaining sustainable competitive advantages and financial outcomes. Literature is prolific of works regarding customer loyalty and brand management. In order to improve the quantity and quality of...

Customer loyalty is a topic of great interest for marketing scholars due to its importance in gaining sustainable competitive advantages and financial outcomes. Literature is prolific of works regarding customer loyalty and brand management. In order to improve the quantity and quality of...

Purpose: The purpose of this paper is to analyse the quality of banking services provided in support of small- and medium-sized enterprises' (SMEs) internationalization from the customers' perspective. Design/methodology/approach: Customer satisfaction of 50 Italian SMEs with the banking...

Purpose: The purpose of this paper is to explore the dynamics of the relationships between sales and internal and external environmental drivers in a retail company using a systems perspective in order to support retail management decisions with nonlinear methods. Design/methodology/approach:...

Today Service Economy suggests new ways of conceptualizing value processes, within and among firms, represented in terms of value creation and service provision. In this paper we attempt the investigation of the influence of this changes in business deepening the emerging concept of service and...

The study of an area and its related distributional and commercial dynamics of many types of products, especially with reference to certain territorial areas, calls for the recognition of new aggregative trends among economic operators which gravitate around retail businesses. Interpreting these...