The increasing use of web technologies has changed the way of doing business also in the field of education. In the last decade, the development of electronic learning (e-learning) systems became crucial in order to meet students’ demand. In this study we adopt a “relationship marketing”...

In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon service quality. A...

The Holonic Production System (HPS) can be a valid choice to overcome the problems of traditional production sys-tems' architectures, thanks to its capability to adapt and react to changes in the business environment whilst being able to maintain systemic synergies and coordination. The HPS is...

The intent of this qualitative research is to investigate and understand the requisites of customer satisfaction for academic libraries’ users and to give managerial hints for the implementation of user centred academic library services. To this aim, we analyse the library services of two...

The aim of this study is to identify the key factors as antecedents of visitor satisfaction for the design of a mobile app for museums. To our aim we use the Kano model that allows to categorize service attributes according to how they are perceived by customers and to estimate their impact on...