Purpose – Since the introduction of “new public management” in the 1980s, public officials have looked for solutions to increase citizen participation in services planning and provision. Despite recent advancements in co‐production and value‐creation literature, the public sector is...

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...

Purpose – The paper adapts and applies a modified SERVQUAL approach compliant with the EN 13816, a European standard on service quality in public transport. The purpose of the study is to provide a quality evaluation tool readily usable by transport operators willing to certify the service...

Purpose – This paper aims to focus on evaluating the rich cultural intangible heritage of Sardinia Island, and how such a heritage can contribute to the implementation of tourism during the low season. The purpose is also to verify whether the enhancement of intangible heritage attractors,...

Purpose – The purpose of this paper is twofold: on the one hand, to point out the concepts of quality and value; on the other hand to explain how university placement services can increase the value created for the various stakeholders of a University. Design/methodology/approach – The...

Investigates the issue of retail buying by focusing on the process rather than on any specific point in time. Considers the use of information and information technology (IT) during the buying process, building on case studies from three European countries. Analyses how buying processes in food...

Purpose – The purpose of this paper is to provide some insights for the evaluation of town centre management (TCM) effectiveness, by proposing the importance‐performance analysis (IPA) as a valuable tool to ensure a multi‐perspective evaluation. The need for more empirical methods of...

Purpose – Loyalty programmes are an important tool with which retail companies manage relationships. While the last 15 years have seen a broad dissemination of loyalty programmes in new sectors and new countries, since the early 2000s, both in the academic and managerial world, the power of...