Customer Orientation and Customer Centrality

To assess how (and how much) understanding and satisfaying customers and gaining their loyalty can become source of value creation for service firms.

Innovation and Competitiveness

To investigate how innovation processes in service firms can expedite both incremental refining of the value proposition offered, and business model radical reshaping.

Service Science

To contribute to the emerging framework of Service Science, which seeks to integrate in a coherent body the fragmented knowledge on service management accumulated so far in different sub-disciplines.

Best Practices

To spotlight, at both national and international level, those service firms that showed an outstanding ability to create value for their costumers, with particular attention to the most dynamic and innovative services(i.e., ICT services).