1,721,029 research outputs found
Ageing Society e comportamenti della distribuzione commerciale
No full textOlder shoppers are soon going to become the most important group of all consumers in terms of retail spend and of vital importance within the food marketplace. Despite this evidence, only recently retailers started to pay special attention to silver clients in order to accommodate their needs.
This research aims at: (i) finding the main concerns and difficulties which the silver population faces when shopping; (ii) identifying the in store design solutions implemented in food retailing in order to reduce concerns and difficulties; (iii) testing the mediating role of concerns and difficulties in the relationship between nostalgia and usefulness of in store design solutions.
Main results allow to state that concerns and difficulties in food retail shopping among the silver client can be grouped in four main areas: personal difficulties, sales personnel relationship, merchandise and store layout. Furthermore, the quantitative research allows to confirm the hypothesized mediation role and to state that health status and nostalgia are the two variables positively and significantly impacting on concerns and difficulties
Emerging Trends in Local Governments Web Strategies. Citizen Web Empowerment Assessment in Italy
No full textThe “Internet revolution” has deeply impacted relations on every context of exchange of goods and services.
Nowadays, citizens are aware of this historic change that is taking place and they are the bearers of a new
demand in terms of: access to official, customized and “on demand” information and services, new
opportunities for direct and informal relationships with politicians and civil servants, acquiring a proactive
role within the network.
This paper assesses the web strategies of Italian municipalities to measure their “citizen empowerment”
effectiveness. The study was performed by adopting a revised version of the Citizens Web Empowerment
Index (CWEI) designed to benchmark administrations’ official web portals. The analysis was made on the
web portals of the 104 Italian cities with over 60,000 inhabitants in 2012 and 2013. Results show that there
is still a general lack of strategy to strengthen citizens’ level of empowerment and participation through
official web portals
Artificial Intelligence in healthcare: challenges, opportunities and threats with a specific focus on Italy
No full textMain factors affecting perceived quality in healthcare: a patient perspective approach
Full text linkPurpose – Delivering patient-centered healthcare is now seen as one of the basic requirements of good quality care. In this research, the impact of the perceived quality of three experiential dimensions (Physical Environment, Empowerment and Dignity and Patient–Doctor Relationship) on patient’s Experiential Satisfaction is assessed.
Design/methodology/approach – 259 structured interviews were performed with patients in private and public hospitals across Italy. The research methodology is based in testing mediation and moderation effects of the selected variables.
Findings – The study shows that: perceived quality of Physical Environment has a positive impact on patient’s Experiential Satisfaction; perceived quality of Empowerment and Dignity and perceived quality of Patient–Doctor Relationship mediate this relationship reinforcing the role of Physical Environment on Experiential Satisfaction; educational level is a moderator in the relationship between perceived quality of Patient–Doctor Relationship and overall Satisfaction: more educated patients pay more attention to relational items. Subjective Health Frailty is a moderator in all the tested relationships with Experiential Satisfaction: patients who perceive their health as frail are more reactive to the quality of the above-mentioned variables. Originality/value – Physical Environment items are enablers of both Empowerment and Dignity and Patient–Doctor Relationship and these variables must be addressed all together in order to improve the value proposition provided to patients. Designing a hospital, beyond technical requirements that modern medicine demands and functional relationships between different medical departments, means dealing with issues like the anxiety of the patient, the stressful working environment for the hospital staff and the need to build a sustainable and healing building
The effects of COVID risk perception on patient's "digital journey": an empirical research
No full textCitizens Web Empowerment in European Municipalities
No full textInternet contributes to the growth of new demand for citizen empowerment. These areas may be summarised as follows: (a) the request of access to authoritative, customized and immediately usable information; (b) the hope that a direct and informal relationship may be established with politicians and civil servants; (c) the desire of the citizens to be ``active players'' within the network. In the presence of a challenge such as this, we nevertheless note that the adequacy and characteristics of the web strategies of public administrations have, up to the present, not been subjected to thoroughgoing critical analysis. The aim of this article is three fold: (a) to provide some key-elements in order to define the content of an efficient web strategy, with regard to the issue of citizens empowerment, (b) to benchmark the degree of citizen empowerment of public administrations' websites across a network of European Municipalities, (c) to highlight the value elements of web 2.0 projects in European Local Governments, through an in-depth analysis of Venice case study
Experiential marketing in Healthcare: key elements of a “delightful patient experience”
No full textObjective: the aim of research: (a) provide an analysis of the key items of patient experience, (b) adopt an experiential marketing perspective in the healthcare sector, (c) measure the impacts of different patient experience items on the overall satisfaction.
Design and setting: four hospital key value drivers (Patient Empowerment, Privacy & Dignity, Atmosphere & Comfort and Technology) and their experience items were identified through literature review. A survey was then conducted in private and public hospitals across Italy. Questions were aimed to provide evidence of patients’ experiential items and their satisfaction. Additional information about improvement opportunities were also collected.
Participants: a sample of 259 autonomous and collaborative in-patients selected by the staff of the hospitals.
Main outcome measures: descriptive statistics, univariate and bivariate analysis were carried out. Beta coefficients were calculated to evaluate the relevance of each value driver.
Results: results show the impact that each value driver has on the overall level of satisfaction. Findings demonstrate that Atmosphere & Comfort and Privacy & Dignity are the most impacting in shaping the experience and affecting satisfaction. They are followed by Patient Empowerment and Technology
AGEING CUSTOMERS IN ITALY. THE VALUE OF A 'SILVER MARKETING' STRATEGY
No full textL’italia è un paese che invecchia rapidamente. Oggi il marketing dedica una rinnovata attenzione a questo fenomeno, cercando di valorizzarne appieno le potenzialità.
La ricerca analizza le caratteristiche peculiari del cliente “over 65” con l’obiettivo di comprenderne specificità e value driver e di orientare correttamente le azioni volte alla creazione di valore.
L’analisi è stata condotta in tre ambiti distinti:
1) Grande distribuzione organizzata indagando il ruolo dell’in-store design rispetto alla progettazione dell’esperienza di acquisto del cliente silver con un focus specifico sul ruolo della nostalgia;
2) Settore bancario focalizzando l’attenzione sulle variabili più rilevanti per la creazione di fiducia e sulle relazioni tra fiducia ed importanza attribuita ad un set di variabili;
3) Settore sanitario, indagando la propensione alla spesa a fronte di elementi migliorativi del servizio ed il grado di accettazione di logiche di prezzo dinamico.
La metodologia adottata è una survey condotta per mezzo di un questionario. I dati sono stati raccolti mediante interviste interpersonali e interviste CATI. Complessivamente, è stato raggiunto un campione di 1550 soggetti. I dati sono stati elaborati con analisi di moderazione/mediazione e analisi cluster.
I risultati ottenuti hanno consentito di profilare i segmenti senior limitatamente ai loro value driver, evidenziando il ruolo della sfera sociale e relazionale, che si conferma la variabile più critica nell’orientare comportamenti e preferenze.Italy is a rapidly aging country. Today marketing is showing a renewed attention to this phenomenon, trying to fully exploit its potential.
The research analyzes the specific characteristics of the "over 65" customer with the objective of understanding its value drivers in order to correctly guide managerial actions aimed at providing value.
The analysis was conducted in three different contexts:
1) Mass retailers, looking at the impact of in-store design solutions on silver customers experience with a specific focus on the role of nostalgia;
2) Banking sector, to identify the variables which impact the most on trust in banks and the financial sector and on the relationships between trust and the importance attributed to a set of other variables;
3) Healthcare sector, investigating the willingness to pay for service improvements and dynamic pricing degree of acceptance.
The adopted methodology is a survey developed through questionnaires. Data were collected through personal interviews and CATI. Overall 1550 respondents were reached. Moderation/mediation analysis and cluster analysis were performed on the collected data.
Results allow to define different segments of silver customers by identifying their value driver, especially highlighting the specific role played by social interactions
The Power Of Instagram In Tourism: Visual Content Categories In Small Destinations
Full text linkThe advent of the web and its networked evolution, has brought to an enormous production of data. Different forms of content such as textual, visual and audio-visual can be posted online but tourism is a sector particularly linked to imaging. Photos have several roles in documenting and shaping the tourist’s experience this is why photo-based social media use in tourism is constantly growing. Following this trend, this research would like to adopt an innovative approach in analyzing the photos of small destinations uploaded on Instagram to understand the categories of the different image contents. Content analysis is applied in order to identify photo categories in small destinations, showing that some adjustments must be done to the ones that were previously applied in literature referring to bigger contexts. The objective is to shed light on how to usefully exploit user generated images to provide both an economic and a social contribution to the tourism industry. In fact, destination management organizations can obtain useful insights for better answering to tourists’ needs and wants.The advent of the web and its evolution have brought to an enormous production of data. Different forms of content such as textual, visual and audio-visual can be posted online but tourism is a sector particularly linked to imaging. Photos have several roles in documenting and shaping the tourist's experience and this is the reason why in the tourism sector photo-based social media use is constantly growing. Following this trend, this research would like to adopt a content analysis to the photos of small destinations uploaded on Instagram, to categorize the different image contents. In the literature this analysis was applied referring to big and famous cities mainly, but since small destinations have different features, more studies about this topic are needed. The objective is to shed light on which contents are uploaded as pictures related to small destinations. A framework for analysing contents can help destination management organizations to obtain useful insights for better answering to tourists' needs and wants and to exploit user generated images to provide both an economic and a social contribution to the tourism industry
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