Purpose The purpose of this paper is to investigate the role of patient loyalty programs in healthcare environment, generally considered as a way to engage patients and potentially increase the perception of service quality of healthcare systems, but not systematically analyzed at the state of...

Purpose: The purpose of this paper is to reconceptualize Total Quality Management (TQM) in the light of service ecosystem view through the identification of dimensions underlying both the approaches and a clarification of the relationship between the two theories. Design/methodology/approach:...

Purpose: The study queries the drivers of innovation management in contemporary data-driven organizations/companies. It is argued that data-driven organizations that integrate a strategic orientation grounded in data, human abilities and proactive management are more effective in triggering...

Purpose: The purpose of this paper is to provide a better understanding of the reasons why people use or do not use carpooling. A further aim is to collect and analyze empirical evidence concerning the advantages and disadvantages of carpooling. Design/methodology/approach: A large-scale text...

Purpose: The purpose of this paper is to explore the emergence of innovation in smart service systems to conceptualize how actor’s relationships through technology-enabled interactions can give birth to novel technologies, processes, strategies and value. The objectives of the study are: to...