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Beyond boundaries: a multidisciplinary approach to understand the relationship between customer satisfaction and behavior in services
No full textThis article investigates the complex relationship between customer satisfaction and behavior in services, aiming to provide actionable insights for managers seeking to leverage satisfaction for improved business outcomes. The link between satisfaction and behavior is characterized by anomalies and complexities, such as satisfed customers switching brands, a disproportionate efect of low levels of dissatisfaction on behavior, non-linearity, asymmetry, and zones of low behavioral response. While these insights have signifcantly advanced scholarly discourse, they are often difcult to apply in practice, as they tend to focus narrowly on specifc aspects—such as non-linearity or the role of emotions—or prioritize satisfaction over dissatisfaction, leaving managers without a holistic framework to navigate these dynamics. This study emphasizes the need for a comprehensive understanding of how varying satisfaction levels, from extreme dissatisfaction to extreme satisfaction, infuence customer buying behavior. Using a longitudinal case study of a Fortune 500 fnancial services company, and adopting a multidisciplinary approach that integrates the above-mentioned fndings with insights from behavioral economics, neuroscience and brand equity, this article proposes a preliminary integrative model of the satisfaction-behavior curve that explains its non-linearity and asymmetry, as well as the cognitive and emotional factors that drive its infection points. Managerial implications include prioritizing actions that move customers beyond the “indiference zone”; addressing promptly and proactively even minor dissatisfaction episodes; closely monitoring defection rates and their underlying causes. As these early fndings are based on a single case study in an industry characterized by high involvement, future research should validate the proposed curve across industries and contexts, and considering moderating variables like culture, competition, and market maturity
What workers and robots do: An activity-based analysis of the impact of robotization on changes in local employment
No full textThis work investigates the impact that changes in the local exposure to robots had on changes in Italian employment over the period 2011–2018. It contributes to the debate by providing novel and granular evidence on the impact of robot adoption on new activity-based groups of occupations and by focusing on the overlap between the functional similarities of robot applications and occupations. This framework, consistently centered on workers’ and robots’ activities, reveals highly heterogeneous effects of robotization, ranging from positive to negative across different groups of occupations, thereby supporting a nuanced and granular reading of this debated phenomenon. In particular, the local share of robot operators increases where the increase in robot adoption is larger, while the local share of workers using intensively their torso decreases
Greenhouse gas emissions and road infrastructure in Europe: A machine learning analysis
No full textThis paper explores the determinants of greenhouse gas (GHG) emissions in Europe, focusing on transportation-related variables. By combining classical econometric models with Machine Learning (ML) techniques, we analyze data spanning from 2013 to 2021. The empirical findings highlight the complex relationship between newer passenger cars and GHG emissions, noting the significant impact of their production and increased usage. Conversely, the adoption of alternative fuel vehicles is found to significantly reduce emissions. This is further supported by ML models, which emphasize the critical role of car density and alternative fuel vehicles in determining emissions. Policy implications suggest the need for targeted interventions, including the promotion of electric and hybrid vehicles, enhancements in transportation infrastructure, and the implementation of economic incentives for clean technologies
Digital Transformation and Sustainable Practises in the Eyewear Sector: The Case of EssilorLuxottica
No full textThis paper explores the digital transformation and sustainability strategies of EssilorLuxottica, a global leader in the eyewear industry. Through the integration of emerging technologies, such as Artificial Intelligence (AI), Augmented Reality (AR), Virtual Reality (VR), and the Internet of Things (IoT), Luxottica has enhanced its operational efficiency, customer experience, and environmental sustainability. The study investigates how the company aligns its technological advancements with the United Nations Sustainable Development Goals (SDGs), focusing particularly on SDG 3 (good health and well-being), SDG 9 (industry, innovation, and infrastructure), and SDG 12 (responsible consumption and production). Furthermore, the analysis examines Luxottica’s global presence, regulatory landscape, and corporate social responsibility (CSR) initiatives. The findings suggest that Luxottica’s strategic digital investments and CSR efforts contribute to a significant competitive advantage while revealing persistent challenges such as data privacy, supply chain complexity, and labor rights issues. This case study provides insight into how large multinational corporations can pursue innovation and sustainability, serving as a model for responsible business conduct in the Industry 4.0 era
From Interpersonal Experiences to Proximal Minority Processes and Mental Health: A Characterization of Latent Socio-Evolutionary Profiles in Portuguese Sexual Minoritized Individuals
No full textObjective: Sexual minorities (SMs) include monosexual, bi + individuals, and a spectrum of asexual sexual orientations. They encounter challenges that can significantly impact their mental health. Integrative models incorporate several different factors to provide an explanation for mental health issues. These factors include stigma, evolutionary dimensions, distal and proximal processes, and inter- and intrapersonal experiences over time. This study aimed to identify profiles among Portuguese SM individuals by examining stigma and evolutionary interpersonal distal processes and characterizing these profiles through analyzing proximal processes, mental health indicators, and sociodemographic variables. Methods: The sample consisted of 409 Portuguese SM adults. The identification of profiles was conducted through a latent profile analysis, which employed self-report measures of early memories of warmth and safeness, early traumatic shame experiences, social support, and homophobic discrimination. The following variables were assessed for the characterization of each profile: age, gender, gender identity, sexual orientation, residence area, employment, religiosity, stigma anticipation, internalized stigma, rejection sensitivity, self-criticism, shame, concealment of sexual orientation, life satisfaction, depression, anxiety, and social anxiety symptoms. Results: The four-profile model demonstrated the optimal fit, designated as “traumatized,” “marginalized,” “resilient,” and “secure.” The characterization of these profiles illuminated the non-straightforward and nuanced influence of interpersonal experiences on mental health. The paper concludes with a discussion of the clinical implications and limitations of the findings. Conclusions: The findings underscore the importance of addressing stigma, social, and evolutionary dimensions across inter- and intrapersonal experiences in the assessment and case formulation with SM individuals. The interventions should adopt an affirmative and contextual approach considering general and SM-specific cognitions, emotions, behaviors, and processes
Navigating Rare Earth Supply Shocks: International Business Strategies of GE Healthcare and Siemens Healthineers
No full textRare earth elements (REEs), are essential inputs for magnetic resonance imaging (MRI) and computed tomography (CT) technologies. Their global supply, however, is highly concentrated in China, which controls most refining and a significant portion of upstream processing. This concentration exposes the medical imaging sector to recurring geopolitical shocks, as demonstrated by China’s 2010–2011 export quotas and the 2024–2025 export licensing controls. The purpose of this qualitative, comparative multiple-case study is to examine how GE Healthcare and Siemens Healthineers respond to these REE disruptions and to explain why their resilience strategies diverge. The study draws exclusively on secondary data, including corporate reports, scientific literature, policy documents, and industry analyses, analysed through deductive coding and cross-case comparison. The analysis shows that although both firms face the same REE shock, they respond in markedly different ways due to differences in capabilities, supply chain structures, and institutional environments. The findings show that although both firms depend on the same VRIN inputs, Siemens Healthineers adopts a proactive, circularity-oriented, and institutionally aligned strategy, while GE Healthcare follows a more reactive, domestically anchored approach shaped by U.S. security-driven policies. By integrating the ResourceBased View, Dynamic Capabilities, the OLI paradigm, and Institutional Theory, the study develops a multi-level explanation of resilience differences. Practical implications highlight the managerial importance of supply diversification, lifecycle circularity, institutional alignment, and advanced risk-sensing capabilities for firms operating in critical-materialdependent industries. The study also offers policy-relevant insights regarding the role of national regulatory frameworks in shaping corporate adaptation and outlines several areas for future research
“Alatiel” Cassoni Nuziali: An Investigation of Artistic Agency, Reception, and Materiality in Fifteenth-Century Florence
No full textThesis (B.A. in Art History)--John Cabot University, Fall 2025.In fifteenth-century Florentine society, the commission of furniture for wealthy households was closely associated with the celebration of major life events. In Tuscany, numerous botteghe, or workshops, were involved in the crafting of luxury household items that commemorated occasions such as weddings and births. Apollonio di Giovanni and Marco del Buono owned one of the most prolific workshops in quattrocento Florence. The bottega produced different types of luxury goods such as deschi da parto, spalliere, and cassoni nuziali. The objects were richly decorated with visual narratives derived from myths and both ancient and contemporary literature. These luxury objects were strongly connected to the community life of Florentine society. This thesis examines two panels once belonging to a pair of wedding chests produced in the workshop of Apollonio di Giovanni. Currently in the collection of the Museo Correr in Venice, they depict the novella of Alatiel, from Giovanni Boccaccio’s Decameron. At first, the storyline of the novella does not seem an appropriate narrative for the commemoration of a wedding; the protagonist eventually feigns her chastity despite her relationships with several men over four years. Furthermore, the pictorial rendition of the story on the panels derives from the novella. However, the panels do not depict the entire story, but rather a selection of episodes. In this thesis, I investigate the choices and motives behind the selective visual retelling of the novella. Through the critical framework of intermediality, I address the ways in which the highly sophisticated visual programs of the panels play with the textual source. The panels show interest in troubling characters’ identification, rejecting the novella’s original chronology, reflecting the object’s function, and recalling contemporary literature themes, such as memory. This thesis argues for the recognition of an intellectually committed artist and audience by analyzing the visual reaction to the novella, focusing on the quattrocento Florence reception and engagement with the cassone
From Markets to Battlefields: How NATO Should Respond to Drone Proliferation by Non-State Actors
No full textMaster of Arts in International Affairs -- John Cabot University, Fall 2025.This policy thesis examines how NATO should respond to the accelerating proliferation of drone capabilities among both non state actors and states. It asks what policies the Alliance should adopt to regulate this diffusion while strengthening deterrence and operational resilience. The thesis argues that NATO’s response remains uneven because drones have become low cost, scalable tools of battlefield lethality and grey zone coercion, yet alliance doctrine, procurement, and training still reflect assumptions shaped by more conventional and clearly attributable air threats. The analysis identifies four connected gaps: the absence of a unified alliance doctrine for drone threats, major capability disparities across members, legal ambiguity over attribution and proportional response, and insufficient training for drone saturated environments. The Ukraine war serves as the primary empirical anchor, showing how mass drone employment and rapid innovation can outpace legacy air defence concepts. Three policy priorities emerge. NATO should adopt an alliance wide drone doctrine with shared legal and attribution standards. It should field a modular, jointly procured counter UAS package that reduces capability gaps and integrates rapid acquisition of dual use technologies. It should institutionalise drone specific training and deepen NATO EU industrial alignment to accelerate interoperable capability development and strengthen collective regulation
Why Ancient Objects Matter: Greek and Roman Art and Materiality from Antiquity to the Present
No full textThis collection of twenty-eight essays by emerging and established scholars presents work that deeply engages with the materiality and history of Greek and Roman artworks, artifacts, and monuments. Dedicated to Prof. John Pollini in honor of his contributions to the study of the ancient Mediterranean world, this volume reflects the broad range of his scholarship, from sculpture (especially portraiture) and its ancient contexts to material studies, iconographic analysis, and the complex ways that religious and political change both shape and are shaped by material culture. The contributions assembled in this volume highlight the diverse ways in which contemporary scholars construct interpretations of visual art based on a deep understanding of the ancient world, precise attention to detail and technique, and rigorous research into the historical contexts of objects, myths, literature, and iconography. Through their interdisciplinary approaches, the contributors offer new insights on artistic production, viewer reception, and social history, with an emphasis on the theme of "transformation" as objects, artworks, and ideas journey through time and from one culture to another
Gender, Conflict, and Health: Evaluating Women's Access to Healthcare in Afghanistan, the DRC, and Rwanda
No full textMaster of Arts in International Affairs -- John Cabot University, Fall 2025.This research investigates how gender-focused policies implemented during and after the conflicts in Afghanistan, the Democratic Republic of Congo (DRC), and Rwanda, improved or worsened the access of women to healthcare services and their right to health. Although post-conflict reconstruction and feminist theories provide important conceptual foundations for addressing gender disparities, their influence on policy and practice has often been limited or superficial. Through a comparative analysis of gender policy development across differing conflict timelines, this study reveals how the superficial or delayed application of feminist principles has resulted in persistent health inequities and systemic neglect of women’s needs—particularly in Afghanistan and the DRC, where instability continues. Rwanda, by contrast, demonstrates how sustained, feminist-informed policymaking can positively shape women's health outcomes in post-conflict settings. The research argues that the failure to institutionalize gender-sensitive health reforms undermine peacebuilding and entrenches long-term gender inequality. Further, it calls for a more profound commitment to feminist perspectives in transitional governance, emphasizing that women’s health must be central to any meaningful recovery effort