Federica Palumbo

Publications (10) View all

• Book: Innovazione e imprenditorialità. Il ruolo degli spin-off universitari.

  Federica Palumbo, Gandolfo Dominici
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  ABSTRACT: Oggi il ruolo delle Università non si limita più soltanto alle tradizionali attività di formazione e di ricerca. La cosiddetta Seconda Rivoluzione Accademica ha attribuito alle Università una “terza missione”, che consiste nella valorizzazione e commercializzazione della conoscenza accedemica sul mercato. L’Università diviene così “entrepreneurial university” creando valore non solo in termini di conoscenza ma anche di innovazione e sviluppo economico. Il libro intende approfondire il ruolo che le Università rivestono nel processo di trasferimento di conoscenza innovativa al mercato tramite la costituzione di imprese spin-off. Viene evidenziato come, attraverso il supporto di apposite strutture definite "incubatori" universitari, l'università sia in grado di creare l'humus per dar vita a start-up innovative, in grado di competere e contribuire allo sviluppo economico.
  Business Systems 02/2013; Business Systems Laboratory., ISBN: 1482559919
• Article: The Drivers of Customer Satisfaction in the Hospitality Industry. Applying the Kano’s Model to Sicilian Hotels

  Gandolfo Dominici, Federica Palumbo
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  ABSTRACT: Starting from the assessment that hotels need to embrace a managerial approach oriented towards customer satisfaction, we adopt the Kano model to identify the relevant drivers of satisfaction of hotels guest in the main cities of Sicily, Italy. This study analyzes the customer satisfaction requirements for Sicilian hotels in order to suggest and weigh a set of key attributes that hotel managers need to consider in order to create an attractive offer. We base our analysis on the qualitative data collected through 600 questionnaires submitted to hotel guests of twenty Sicilian three-star hotels located in city downtowns, in different provinces and locations.
  International Journal of Leisure and Tourism Marketing 01/2013; 3(3):215-236.
• Source

  Available from: Gandolfo Dominici

  Article: How to Build an E-Learning Product: Factors for Student/Customer Satisfaction

  Gandolfo Dominici, Federica Palumbo
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  ABSTRACT: 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” perspective and we apply the Kano Model (1984) to propose a way to build an e-learning “non-academic” course that can achieve “student satisfaction”. We measure the relevance of e-learning requirements from the University students’ perspective in order to identify their expectations about e-learning courses and obtain relevant characteristics that can help to plan an e-learning product capable of achieving high levels of customer satisfaction. Our study is based on the interviews of 239 students of the Faculty of Economics of the University of Palermo. Throughout the five dimensions surveys, we measure users’ satisfaction of e-learning courses and classify quality attributes expectations into Kano Model categories. The indexes we deliver reveal the key elements that can increase or decrease the perceived satisfaction of customers of e-learning courses. This study carries a specific value for academics who work on new product development in the field of customer satisfaction. Highlighting the correlation between the classification of expectations and satisfaction level we find practical implications for educational institutions and/or other companies interested in developing and selling e-learning courses drawing an offer based on the needs of the students with a customer oriented approach.
  Business Horizons 01/2013; 56(1):87-96. · 0.90 Impact Factor
• Article: Decoding the Japanese Lean Production System According to a Viable Systems Perspective

  Gandolfo Domini, Federica Palumbo
  Systemic Practice and Action Research 08/2012; · 0.51 Impact Factor
• Article: The Drivers of Customer Satisfaction for the University Library Service - An Empirical Study on Two Italian Universities’ Libraries Using Kano Model

  Gandolfo Dominici, Gianpaolo Basile, Federica Palumbo
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  ABSTRACT: Purpose: Since the late 1980’s, the evolution of marketing and communication studies aimed to focus the attention on the relevance of perception rather than on the functional tangibility of products and services. Customer satisfaction can’t be evaluated only considering the functional aspects but requires a deeper analysis using qualitative methodologies to measure the customers’ perception. Today it is commonly acknowledged that also public services like universities and their libraries, need to be managed focusing on the satisfaction of the target users; this view claims for a better understanding of users needs and expectations. The aim of this paper is to analyze the library service of two Italian Universities (the Faculty of Economics of University of Palermo and the Faculty of Economics of the University of Salerno) to find relations and congruencies and evaluate the perceived relevance of the intangible aspects of these services. The results show the characteristics of the service that are relevant for the customer satisfaction of users of this service (students). Moreover the critical analysis of the results can be useful to find best practices to improve the librarian university’s services. Design/methodology/approach: We use the Kano model to measure librarian service satisfaction of students of Faculty of Economics of the Universities of Palermo and Salerno (Italy) in order to indentify which librarian service requirements they regard as important and which show disadvantages. The Kano model allows categorizing service attributes according to how they are perceived by customers and their impact on customer satisfaction. Findings: Both the libraries should consider the results to remodel their librarian service offer in order to meet the needs of the students. More in detail, they should fulfill all must-be requirements, be competitive regarding one-dimensional requirements and show up with regard to attractive requirements. Practical implications: This study supplies a significant analysis of qualitative data that can be functional for researchers and for university managers, to understand and plan the right strategic and operative actions to improve the university library service.
  ORG: Customer-Centered Cultures (Topic). 12/2011;