Roberta Guglielmetti Mugion

Roberta Guglielmetti Mugion

Ricercatore

Telefono:

Email:

Ricevimento:

Ubicazione studio:

Sito web:
n.d.
roberta.guglielmettimugion@uniroma3.it
Su appuntamento
Stanza 25 V piano
N.d.

PERSONAL INFORMATION

Nationality: Italian

Orcid ID: orcid.org/0000-0002-4976-9123

CURRENT POSITION

2015-2018   Assistant Professor, Department of  Business Studies, University of Roma Tre, Italy.

2013-2019   Qualified by the Italian National Scientific Competition (Abilitazione Scientifica Nazionale) for becoming Associate Professor (SECS P/13).

2013      Maternity leave (1 daughter).

2011-2015    Post-Doctoral Research Fellow on Operations and Quality Management, Department of  Business Studies, University of Roma Tre, Italy.

EDUCATION

June 2017.  Lead Auditor quality management systems ISO 9001:2015

May 2011     Ph.D. in Commodity Sciences, Operations and Quality Management, Faculty of Economics, Sapienza University of Rome, Italy. Tutor: Prof. Ernesto Chiacchierini, Prof.ssa Maria Claudia Lucchetti (published on  http://padis.uniroma1.it/)

PhD Thesis: “A citizen satisfaction model to measure quality of public services provided in multi-channelness.”

2007-2010    Ph.D. student in Commodity Sciences, Operations and Quality Management, Faculty of Economics, Sapienza University of Rome, Italy.

2007     Executive Master in Quality Management in the Public Sector, Faculty of Economics, University of Roma Tre, Italy

2006    Master’s Degree in Business Studies, Faculty of Economics, University of Roma Tre, Italy.

TEACHING ACTIVITIES

2015-2017        Professor Department of Business Studies, University of Roma Tre, Italy for the following Courses:

i) Quality Systems (English course), Master’s Degree Business and Management in cooperation with Arcadia University, The College of Global Studies (15 students per year);

ii) Quality Management, Master’s Degree Business and Management (150 students per year);

iii) Technology and Innovation, Bachelor Degree Economics in Tourism (15 students per year).

  • Supervisor for Masters’ Degree Thesis, 20 students per year since 2015

2012 – 2015     Contract Professor Department of Business Studies, University of Roma Tre, Italy for the following Courses: i) Quality Systems (English language), Master’s Degree Business and Management in cooperation with Arcadia University, The College of Global Studies;                 ii) Commodity Science and Quality Certification, ISO standards and Quality Principles, Bachelor Degree in Economics.

2012-2014        Lecturer for the Course Quality Management Department of Business Studies, University of Roma Tre, Italy

2012-2014        Professor in the e-learning Executive Master “Quality management in the Public Sector” Module “TQM principles, tools and methodologies”, University of Roma Tre, Italy

Dec.2012        Visiting Professor at University of Chalmers, Division of Quality Sciences, Department of Technology Management and Economics, Sweden.

INSTITUTIONAL COMMITMENTS

2016-2018.       Member of the External Institutional Evaluation Performance Team (Nucleo di Valutazione) University La Tuscia, Viterbo Italy

2012-2014.       Member of the Scientific Commission for implementing Organizational Wellbeing at       University of Roma Tre.

MAJOR COLLABORATIONS

Involved in the following national and international research and consultancy projects in cooperation with the Department of Business Studies University of Roma Tre, Italy:

2016     Coordinator of the project “Development of a survey for understanding the effectiveness of the Quality Management System (ISO 9001) in Kuwait Petroleum Italy”

2011-2014.     Coordinator of the research project “Realization of a monitoring system for the formative and informative events management” in cooperation with the Department of Business Study, University of Roma Tre and the National Department on European Policy

2013-2015      Involved as a researcher in the project “Realization of a monitoring and control performance system for the Italian Airport Company of Rome”, Aeroporti di Roma, Italy

2011-2014        Involved as a researcher in the project “Realization of surveys for on-line public services and implementation of the improvement plan” financed by the Italian Treasury in cooperation with Department of Business Studies Roma Tre University Rome Italy

2011      Directly involved as a researcher on the planning, realization and testing of a ICT platform for carrying out on-line and off-line surveys (CS-Survey, 2011)

2011-2013        Involved as a researcher for the International ProjectValorization of international MUSEums Networks (NetMUSE) for the development of International Networks of Ethnographic Museums”, in cooperation with: Department of Business Administration Aahrus University, Department of Tourist Management Yasar University, Faculty of Economics and Administrative Sciences, St. Petersburg University of Economics and Finance, department of International Management and Ministero di Beni e Attività Culturali.

2012     Contract of research for the CAF for MIUR project in cooperation with Ministry of Education and Formez: “Self-Assessment for schools according to the excellence model for public administration Common Assessment Framework” (CAF, 2006) in cooperation with Formez PA and Italian Ministry of Education and Higher Education

2008-2010     Contract of Research for the Project “Realization of a Model for Citizen Satisfaction in Local Public for off-line and on-line Services” financed by Italian Public Department of Public Function in cooperation with Department of Business Studies Roma Tre University Rome Italy

2008-2009      Contract of Research for the Project “Dissemination of TQM training courses in the Italian Public Administration” financed by Formez and Public Function Department and in cooperation with Department of Business Studies Roma Tre University Rome Italy

2007 -2011    Contract of Research for the Project “Realization of a Model for Citizen Satisfaction in Public On-line Services” financed by Digit Pa in cooperation with Department of Business Studies Roma Tre University Rome Italy

2004-2005    Contract of Research for the Project “Study and realization of a program of quality improvement for ICT services of Italian Treasury: implementation of the Common Assessment Framework model” financed by Sogei and in cooperation with Department of Business Studies Roma Tre University Rome Italy

Involved in the following international researches in cooperation with:

  • CTF center, University of Karlstad (Sweden) with particular reference to Prof. Bo Edvardsson (service innovation) and Samuel Petros (transportation);
  • University of South Australia, with particular reference to Marianna Sigala (social media and social networks)
  • University of Chalmers, Division of Quality Sciences, Department of Technology Management and Economics, Sweden., with particular reference to Hendry Raharjo and Ida Gremyr

ORGANISATION OF SCIENTIFIC MEETINGS

  1. Member of the Local Organizing Committee 19th QMOD conference on Quality and Service Sciences, 21-23th September 2016, Rome Italy in cooperation with Lund University
  2. 2013. Chair for the International Conference on sustainable cultural Heritage management “Societies, Institutions and Networks”, 11-12 October 2013, Rome, University of Roma Tre.
  3. 2013. Member of the Organizing Committee for the International Conference on sustainable cultural Heritage management “Societies, Institutions and Networks”, University of Roma Tre.
  4. Member of the Organizing Committee for the International Conference 18th IGWT Symposium, University of Roma Tre.

COMMISSIONS OF TRUST

Since 2017       Reviewer for Journal of Cleaner Production.

Since 2016       Member of the Editorial Board of Advances in Higher Education, Universe Scientific Publishing Company.

Since 2014       Member of the Editorial Board of the Journals: Management Studies, China-USA Business Review and Chinese Business Review, David Publishing.

Since  2012      Member of the Editorial Board of the International Journal World Review of Science, Technology and Sustainable Development.

Since 2011       Reviewer for Tourism Management.

Since 2010       Reviewer for Benchmarking International journal.

Since 2009.      Reviewer for The TQM journal.

OTHER COMPETENCIES

– Design, realization, analysis of qualitative and quantitative surveys (focus group, in dept interview and questionnaires, Ethnographic research, Netnography etc.).

– Organization of Lean Kaizen event in the public sector: planning and implementation.

– Consultant for planning Quality management Systems ISO 9001:2015

MEMBERSHIPS OF SCIENTIFIC SOCIETIES

2007-2015        Associate Member of Commodity Science Academy

 OTHER INFORMATION

Awards

  • Musella, F., Guglielmetti Mugion, R., Raharjo, H., Di Pietro, L., 2016. “Reconciling internal and external satisfaction through probabilistic graphical models: an empirical study”. 19th QMOD conference, Rome (Italy), 21-23 September 2016, ISBN 978-91-7623-086-2. (Best paper award).
  • Guglielmetti Mugion, R., Toni., M., Di Pietro, L., Renzi, M.F., 2017 “Understanding the Role of Collaborative Consumption in Achieving Sustainable Well-Being”. QUIS15 proceedings EDITED BY L. Patrício, G. Beirão, and J. Teixeira, INESC TEC and School of Engineering, University of Porto, ISBN: 978-972-752-214-9, Award for outstanding paper
  • Guglielmetti Mugion R, Di Pietro L., Mattia G., Renzi M.F., (2015) “Cultural heritage and consumer behaviour: a survey on Italian cultural visitors.”, Journal Of Cultural Heritage Management And Sustainable Development. DOI 10.1108/JCHMSD-03-2013-0009. Winner of Emerald Literati Network Awards for Excellence 2016
  • Raharjo H., Guglielmetti Mugion R., Di Pietro L., Toni M., “Do satisfied employees lead to satisfied patients? An empirical study in an Italian hospital” Winner of Best Paper Award 18th QMOD conference

Presentations at national and international conferences

  • ICMBS SMBS Toronto, Canada, Presentation of the paper Guglielmetti Mugion R., Di Pietro L., Toni M., Renzi M.F., “Does environmental awareness enables individuals to switch behaviors toward collaborative consumption in the transportation sector?”
  • Frontiers in service NYC (USA), Presentation of the paper Guglielmetti Mugion R., Musella F., Di Pietro L., Toni M., Renzi M.F., Understanding the influence of medical employee engagement-satisfaction on patient perceptions of experience
  • QMOD Conference Seoul (Korea), Presentation of the paper Raharjo H., Guglielmetti Mugion R., Di Pietro L., Toni M., “Do satisfied employees lead to satisfied patients? An empirical study in an Italian hospital” Winner of Best Paper Award
  • 2014 QMOD Conference, Prague, Presentation of the paper: Hendry Raharjo, Roberta Guglielmetti Mugion, Henrik Eriksson, Ida Gremyr, Laura Di Pietro and Maria Francesca Renzi, “Excellence Models in the Public Sector. Relationships between Enablers and Results in Excellence Models”.
  • 2014 EURAM Conference, Valencia, Presentation of the paper: Di Pietro L., Guglielmetti Mugion R., Marchegiani L., Renzi M. F., Toni M., Ars Artis Gratia No More: Proposal Of An Integrated Cultural Heritage Management Model For Social And Economic Sustainability.
  • XXVI National Conference on Commodity Science, Pisa, Presentation of the paper: Cappelli, L., Di Pietro, L., Guglielmetti Mugion, R. & Renzi M.F. (2014). “CAF Education: applicazione, risultati e implicazioni”.
  • 15th QMOD Conference, 2012, Poznan, Presentation of the paper: Guglielmetti Mugion R., Di Pietro L., Renzi M.F. (2012), Lean Service and Customer Focus in the Public Sector.
  • 14th QMOD Conference, (2011), San Sebastian. Presentation of the paper: Guglielmetti R. (2011), Customer satisfaction to implement benchmarking in the public sector.
  • 12th QMOD and Toulon Verona Conference “International Quality and Service Sciences”, Verona. Presentation of the paper: Cappelli L., Guglielmetti R., Mattia G., Merli R., Renzi M.F., (2009) “Peer evaluation as a tool to develop benchmarking in the public administrations: a survey to identify a common training scheme”;
  • XXIV National Conference on Commodity Science, Torino. Presentation of the paper: Cappelli L., Guglielmetti R., Mattia G., Merli R., Renzi M.F., “La Peer evaluation come strumento per sviluppare il benchmarking nel settore pubblico: risultati di una ricerca sulla diffusione dei percorsi di alta formazione sui temi del TQM destinati alla P.A.”, Nota 1 e Nota 2;
  • 11th Toulon-Verona International Conference on “Quality in Services” Florence. Presentation of the paper Guglielmetti R., Musella F., Renzi M.F., Vicard P., (2008) “Evaluating citizens’ satisfaction about public on-line services. The questionnaire reliability and validation”;
  • 10th Toulon-Verona International Conference on “Quality in Services”, Thessaloniki. Presentation of the papers: Guglielmetti R., Merli R., Renzi M.F., (2007) “Survey of citizens satisfaction in on-line services”; Guglielmetti R., Musella F., Renzi M.F., (2007) “Survey of customer satisfaction in a course of higher education”.

Main Research Topics

  • Total Quality Management: methodologies, tools and frameworks;
  • Healthcare Management;
  • Service Innovation;
  • Business Excellence models (EFQM, CAF, MBQA);
  • Quality systems and operations management;
  • Customer Satisfaction Management;
  • Consumer behaviour;
  • Tecnology;
  • Lean approach and Six Sigma;
  • Job satisfaction;
  • Cultural heritage management;
  • Sustainability;
  • Focus on: Public sector, Higher Education, Tourism & Cultural Heritage, Food, Health Care, Transportation.

TEACHING PORTFOLIO: SKILLS AND EXPERIENCES

 Title of the Course: Technology and Innovation

Department of Business Studies, University of Roma Tre, Bachelor Degree in Economics in Tourism.

Participants: A.A.2015-2016:12.

Course evaluation: standard questionnaire

Relation to contemporary research: research articles part of readings, case studies, classroom discussions.

Method of Teaching: Lectures, Case discussion,  Practices, Project work.

Examination: Written exam and final presentation

My role and effort: Professor, examiner and lecturer, 60 hours/semester, Examinations, Grading, Supervision of Master’s Degree Thesis.

Language: The course is held in Italian Language.

Development of teaching Materials: slides.

A.A. 2015-2016; 2016-2017.

Title of the Course: Quality Systems & Operations Management

Department of Business Studies, University of Roma Tre, Master’s Degree in Business and Management, in cooperation with Arcadia University, The College of Global Studies.

Participants: A.A. 2015-2016: 15.

Course evaluation: standard questionnaire

Relation to contemporary research: research articles part of readings, case studies, classroom discussions.

Method of Teaching: Lectures, Case discussion,  Practices, Project work.

Examination: Written exam and final presentation

My role and effort: Contract Professor, examiner and lecturer, 40 hours/ semester, Examinations, Grading, Supervision of Master’s Degree Thesis.

Language: The Quality Systems course is held in English Language.

Development of teaching Materials: slides.

A.A. 2012-2013; 2013-2014; 2014-2015; 2016-2017:2017-2018.

Title of the Course: Quality Management

Department of Business Studies, University of Roma Tre, Master’s Degree in Business and Management.

Participants: It is a mandatory course for the Masters’ Degree Programme. 150 students/Year.

Participants: A.A. 2015-2016: 150.

Course evaluation: standard questionnaire

Relation to contemporary research: research articles part of readings and classroom discussions.

Method of Teaching: Lectures, Case study,  Practices, External presentation by managers, Group Projects.

Examination: Written exam.

My role and effort: Lecturer, examiner and lecturer, 40 hours/year, Examinations, Grading, Supervision of projects in classroom and Master’s Degree Thesis.

Language: The Quality Management is held in Italian Language.

Development of teaching Materials: slides, books, exercises, projects. I personally realized 6 chapter of a book on Quality Management in Italian Language

A.A. 2012-2013; 2013-2014; 2014-2015 2016-2017:2017-2018..

Title of the Course: Commodity Science and Quality Certification, ISO standards and Quality Principles, Quality and Food safety.

Department of Business Studies, University of Roma Tre, Bachelor Degree in Economics.

Participants: A.A. 2011-2012: 4 students; 2012-2013: 10 students; 2013-2014: 12 students.

Course evaluation: standard questionnaire

Relation to contemporary research: movies & videos on current topic and classroom discussions.

Method of Teaching: Lectures, Case discussion,  Practices, Movies and site visit on food companies.

Examination: Interview.

My role and effort: Contract Professor, examiner and lecturer, 20 hours/year, Examinations, Grading, Supervision of Bachelor’s Degree Thesis.

Language: The course Commodity Science and Quality Certification is held in Italian Language.

Development of teaching Materials: slides.

A.A. 2012-2013; 2013-2014.

DISTANCE TEACHING SKILLS AND EXPERIENCE

Title of the Course: E-learning Executive Master “Quality in the Public Sector” 1st Module on “TQM principles, tools and methodologies”, University of Roma Tre, Italy

Participants: A.A. 2011-2012: 20 students; 2012-2013: 25 students; 2013-2014: 14 students.

Type of Teaching: Distance Education, Supervision of the Final Project of the Executive Master.

My role and effort: Coordinator of the Module and Professor; Supervision of final project; 80 hours/year.

Development of teaching Materials: Notes and slides

Title of the Course: Self-Assessment in the Education Sector versus Common Assessment Framework Excellence Model, in cooperation with the Formez and the Italian Department of Public Function.

Participants: 2012: 25 teachers.

My role and effort: Lecturer; 40 hours/year.

Type of Teaching: Distance Education, Group Projects.

Development of teaching Materials: slides.

OTHER ACTIVITIES

  1. 2012. Visiting Professor at University of Chalmers, Division of Quality Sciences, Department of Technology Management and Economics, Sweden.

Type of Teaching: Seminar on Research Topic “Excellence Models in Higher Education. Evaluation & Self- Assessment”

Target group: around 10 researchers.

Occasional Lectures for the following Executive Masters:

  • Lecture for the Executive Master MIMAP Faculty of Economic, Cassino University. Topic: Customer Satisfaction Management (4 hours)
  • Lecture for the Executive Master on Entrepreneurship, Faculty of Economics, University of Roma Tre. Topic: Quality Principles and Voluntary certification (4 hours).
  • Lecture for the Executive Master on Market Globalisation and Consumers, University of Roma Tre. Topic: Quality Principles and Voluntary certification (4 hours).
  • Lecture for the Executive Master on Entrepreneurship, Faculty of Economics, University of Roma Tre. Topic: Quality Principles and Voluntary certification (4 hours).
  • Lecture for the Executive Master on Market Globalisation and Consumers, University of Roma Tre. Topic: Quality Principles and Voluntary certification (4 hours).

Type of Teaching: Lecture,  Practice.

OUTDOOR TRAINING

  1. Junior teacher for the Outdoor Training Programme for the Course dedicated to top managers of the Italian Public Administration Automobil Club Italia in cooperation with the Department of Business Studies, University of Roma Tre

Topic:  Leadership and Team building (20 hours)

  1. Tutor for the Outdoor Training Programme for the Course within the Executive Master on Quality Management in the Public Sector, University of Roma Tre

Topic:  Leadership and Team building (20 hours)

ADMINISTRATION AND MANAGEMENT OF EDUCATION

2012-2014        Coordinator of the first module of the e-learning Executive Master “Quality in the Public Sector” Module “TQM principles, tools and methodologies”, University of Roma Tre, Italy

2009-2010.       Involved in the phase of planning of the Project Planning and realization of the training programme on Total Quality Management for the top managers of the Italian Public Administration Automobil Club Italia. The phase of Planning included the realization of focus groups and in depth interview for investigating the training needs of the company personnel.

BRIEF REFLECTION ON MY PEDAGOGICAL ACTIVITIES

My general view on teaching is focused on enhancing the students’ potential, developing a methodological approach useful for their future work activity.

Crucial for me is that my teaching and courses are characterized by: good organization, clear and well established aims of the whole course, relevance for the study program and for the industry, examples to show on what the theory can be used. Thus, I try to relate in each lecture theory with real companies problems. I like to propose to the students the development of team working projects on real problems.

I encourage the students to ask questions at any times, at lectures, labs etc. and at office. I have a consulting hour per week but I use also an open door policy.

Obviously, teaching in small groups gives better contact as well as facilitates and improves learning and teaching, but I am also able to manage lectures in big groups (150 students). Generally, I am convinced that the role of the teacher has to be changed, transfer focus from monologues at lectures to more dialogue in classroom. I like to propose to small group of students particular lectures in which they can try and experience some theoretical topics through their active participation.

Course evaluation is essential to improve the quality but also for the whole study program. In the improving/planning courses as well as in the program I use the students feedback.

A good learning situation is when the students know what knowledge and skills that are required and are convinced that they are relevant and up to date. In the end, what is important is the willingness of the students to learn more about the topics of the course.

To summarize, cornerstones in my teaching are:

  • Plan and organize courses well. Formulate clear goals, prepare learning situations well, update course materials and websites to avoid administrative problems.
  • Engage students during the lectures and through homework and encourage them to active participation.
  • Transfer to the students not only theory but practice and experiences.

CURRENT AND FUTURE RESEARCH PLAN

 MAIN RESEARCH ACTIVITY

 Main Research Topics

  • Customer Satisfaction Management;
  • Total Quality Management tools and methodologies;
  • Cultural heritage management: Consumer behaviour, Technology, Sustainability.

Focus on: Public sector, Higher Education, Tourism & Cultural Heritage.

During my academic career, which started in 2007, I have published numerous papers in international journals, national and international conference proceedings and one monograph. The major part of these works were presented at international conferences in which  I  participated as a speaker.

Customer satisfaction management

During the PhD, my research interests were focused on  Customer Satisfaction Management, considering theoretical, methodologies and tools applied both in the private and public sector. Specifically, I was involved in a research project of national relevance in order to realize a CS model for measuring citizens satisfaction on the service quality provided by public administration through on-line and off-line channels. An IT platform was realized to develop surveys and data analysis (www.CS-Survey.it). My PhD defense dissertation was made on this topic.

Total Quality Management tools and methodologies

I have studied theoretical and practical aspects related to the application of methods and tools of Total Quality Management (i.e. QFD, Kano model) in different  fields such as Higher Education, Sport and Transport. Moreover, I have dealt with Lean Manufacturing and Lean Office writing a monograph, that reports some application both in the manufacturing and in the public sector. An interdisciplinary work has been made with colleagues skilled in statistic in order to test the use of advanced statistical tools,  namely Bayesian Network, linking internal and external performance of an organization.

Cultural heritage management: Consumer behaviour, Technology, Sustainability.

This area of research is substantiated in the deepening of the phenomenon of technological Districts to assist the process of enhancement of the cultural heritage sector. The research focuses on the analysis of the impact of technology (Virtual and Augmented Reality) as a key factor in increasing the attractiveness of museums and archaeological sites on consumers’ behaviour and satisfaction. This interdisciplinary research work, which has been enriched by the active participation in an international research project (Net MUSE), has allowed to publish interesting papers on international journals and proceedings.

 CURRENT RESEARCH ACTIVITY

Current Research Topics

Healthcare Operations Management

Business models for Performance Excellence (EFQM, CAF, MBQA);

Service Innovation;

Technology & Consumer Behaviour.

Focus on: Food, Transport Sectors, HealthCare.

Healthcare management

A recent area of my study is represented by the healthcare operations management. Nowadays, hospitals and healthcare organization are facing new challenges for achieving sustainable performance, focusing on a patient-centric approach. Firstly, I started with a deepen literature review on the application of TQM and Sustainability in the EU healthcare sector. Then, I am working on the investigation of possible relationship between employees’ satisfaction and patients’ satisfaction in the healthcare system. Indeed, satisfied employees contributes to social sustainability whereas satisfied patients to economical sustainability. Currently, I am working with the Hospital San Camillo-Forlanini in Rome for the improvement of the Emergency Unit in terms of efficiency and effectiveness.

Business models for Performance Excellence

This area of research aims to analyze the role excellence models for the dissemination of the culture of quality through mechanisms of evaluation/self-assessment. In particular, I am focusing on the theoretical study and application of the model of excellence European Common Assessment Framework (EIPA, 2013). However, the cooperation with some international colleagues is enabling the comparison of national and international excellence models on Performance excellence (i.e. Swedish SIQ model on Performance Excellence, European foundation for Quality Management etc.), focusing on the analysis of the structure of the model and the test of the proposed set of internal relationship, taking into consideration different contexts and Countries.

Service Innovation.

This area of research is of recent interest and it is embodied in the deepening of issues such as SD-logic, Resource & Brand Integration, Co-creation & Service Innovation. This research is carried out in collaboration with the center CTF University of Karlstad (Sweden) with particular reference to Prof. Bo Edvardsson. Specifically, our joint research is focused on the Eataly service eco-systems trying to investigate its success at national and international level and the scaling up process. The methodologies used are qualitative and based on the grounded theory.

Technology & Consumer Behaviour

This research area examines the users’ acceptance and usage of emerging technologies as the mobile payments. Our most important study is focused on the mobile ticketing technologies applied in a public transport context. This area of study is very interesting and we will continue to work on it.

 METHODOLOGICAL APPROACH

My research activity is mainly characterized by a deductive approach based on quantitative methodology to explain complex phenomena starting from some hypotheses. However, during the last year, I introduced in my research activity an inductive approach based on qualitative techniques, namely theory building from cases and grounded theory. Moreover, my studies are developed preferring an interdisciplinary approach and the cooperation with international colleagues.

 

 

INTERNATIONAL JOURNALS

  1. DI PIETRO, L., GUGLIELMETTI MUGION, R., MUSELLA F., RENZI M.F., VICARD P., Monitoring an airport check-in process by using Bayesian networks, Transportation Research Part A: Policy and Practice, Volume 106, December 2017, Pages 235–247, https://doi.org/10.1016/j.tra.2017.09.020
  2. GUGLIELMETTI MUGION, R., RAHARJO, H., DI PIETRO, L., TONI, M. (2017). “Reconciling internal and external satisfaction through probabilistic graphical models: an empirical study”. International Journal of Quality and Service Sciences, Vol. 9 Issue: 3/4, pp.347-370, https://doi.org/10.1108/IJQSS-02-2017-0007
  3. DI PIETRO, L., GUGLIELMETTI MUGION, R., ARCESE, G., & MATTIA, G., 2017. “Cultural visitors’ engagement and augmented reality: an empirical investigation”. Int. J. Environmental Policy and Decision Making, https://doi.org/10.1504/IJEPDM.2017.083920
  4. AAL K., DI PIETRO L., EDVARSSON B., GUGLIELMETTI MUGION R., RENZI M.F. Innovation in Service Ecosystems: An empirical study of the integration of values, brands, experience rooms and service systems, Journal of Service Management, 27(4), pp.619-651
  5. RAHARJO, H., GUGLIELMETTI MUGION, R., DI PIETRO, L., AND TONI M., (2016) , “Do satisfied employees lead to satisfied patients? An empirical study in an Italian hospital”, Total Quality Management and Business excellence. 10.1080/14783363.2016.1190641
  6. GUGLIELMETTI MUGION R., DI PIETRO L., MATTIA G., RENZI M.F., TONI M., (2015), The Integrated Model on Mobile Payment Acceptance (IMMPA): An empirical application to public transport, Transportation Research Part C: Emerging Technologies, Volume 56, Pages 463–479, doi:10.1016/j.trc.2015.05.001
  7. GUGLIELMETTI MUGION R., DI PIETRO L., MUSELLA F, RENZI M.F., VICARD P., (2015), “Reconciling internal and external performance in a holistic approach: a Bayesian network model in higher education”, Expert Systems with Applications. DOI:10.1016/j.eswa.2014.11.019.
  8. RAHARJO, H., GUGLIELMETTI MUGION R., ERIKSSON, H., GREMYR, I., DI PIETRO, L., RENZI, M.F., (2015), “Excellence models in the public sector. Relationships between enablers and results”, International Journal of Quality and Service Sciences, 7(1), 120–135.
  9. GUGLIELMETTI MUGION R, DI PIETRO L., MATTIA G., RENZI M.F., (2015) “Cultural heritage and consumer behaviour: a survey on Italian cultural visitors.”, Journal Of Cultural Heritage Management And Sustainable Development. DOI 10.1108/JCHMSD-03-2013-0009.
  10. GUGLIELMETTI MUGION, R., DI PIETRO, L., RENZI, M.F., TONI, M., (2014) An Audience-Centric Approach for Museums Sustainability. Sustainability 6, no. 9: 5745-5762.
  11. GUGLIELMETTI, R., DI PIETRO, L., RENZI M.F., (2013). Cultural technology district: a model for local and regional development. Current Issues In Tourism, ISSN: 1368-3500, DOI: 10.1080/13683500.2013.789006
  12. GUGLIELMETTI, R., DI PIETRO, L., RENZI M.F., (2013). An integrated approach between Lean and Customer Feedback tools: an empirical study in the Public Sector. Total Quality Management & Business Excellence, Vol. 24, issues 7-8 2013, ISSN: 1478-3363, doi: 10.1080/14783363.2013.791106
  13. GUGLIELMETTI MUGION R., MUSELLA F. (2012). Customer satisfaction and statistical techniques for the implementation of benchmarking in the public sector. Total Quality Management & Business Excellence, ISSN: 1478-3363, DOI: 10.1080/14783363.2012.733260
  14. GUGLIELMETTI MUGION R., DI PIETRO L., RENZI M.F. (2012). TQM for a master’s programme: a case study integrating Kano’s model and quality function deployment. International Journal Of Modelling In Operations Management, vol. 2; p. 378-408, ISSN: 2042-4094, doi: 10.1504/IJMOM.2012.049123
  15. GUGLIELMETTI MUGION R., MERLI R, CAPPELLI L, MATTIA G, RENZI MF (2011). Introduction to the customer satisfaction process oriented model (CS Pro Mod). Forum Ware International, vol. 1, ISSN: 1810-7028
  16. GUGLIELMETTI MUGION R., CAPPELLI L, MATTIA G, MERLI R, RENZI M.F. (2011). Peer evaluation to develop benchmarking in the public sector. Benchmarking: An International Journal, vol. 4, ISSN: 1463-5771, doi: 10.1108/14635771111147605
  17. GUGLIELMETTI MUGION R., CAPPELLI L, MATTIA G, MERLI R, RENZI M.F. (2011). Testing a customer satisfaction model for online services. International Journal Of Quality And Service Sciences, vol. 3; p. 69-92, ISSN: 1756-669X, doi: 10.1108/17566691111115090
  18. GUGLIELMETTI MUGION R., CAPPELLI L, MATTIA G, MERLI R, RENZI M.F. (2010). “Statistical techniques for continuous improvement: a citizen’s satisfaction survey”. The TQM Journal, vol. 22; p. 267-284, ISSN: 1754-2731, doi: 10.1108/17542731011035514
  19. GUGLIELMETTI MUGION R., MUSELLA F, RENZI M.F., VICARD P. (2009). “Probabilistic expert systems for managing information to improve services”. The TQM Journal, vol. 21; p. 429-442, ISSN: 1754-2731, DOI 10.1108/17542731011035514

BOOKS CHAPTERS IN ENGLISH LANGUAGE

  1. DI PIETRO L., GUGLIELMETTI MUGION R., RENZI M.F., TONI M., Measuring visitor satisfaction with a cultural heritage site: social media data vs onsite surveys, Advances in Social Media for Travel, Tourism and Hospitality, New perspectives, Practice and Cases edited by Marianna Sigala and Ulrike Gretzel, 2018 Routledge
  2. DI PIETRO L., GUGLIELMETTI MUGION R., RENZI M.F., TONI M., SIGALA M., How social networks changed travellers’ waiting experience? An exploratory study in the airport sector, Advances in Social Media for Travel, Tourism and Hospitality, New perspectives, Practice and Cases edited by Marianna Sigala and Ulrike Gretzel, 2018 Routledge
  3. GUGLIELMETTI MUGION R., ARCESE, ; PIETRO, L., (2014), “Social Life Cycle Assessment Application: Stakeholder Implication in the Cultural Heritage Sector”. In Muthu, Subramanian Senthilkannan (Ed.), Social Life Cycle Assessment, 2015, IX, 252 p. ISBN 978-981-287-295-1, Springer.

MONOGRAPHY IN ITALIAN LANGUAGE

  1. GUGLIELMETTI MUGION R., SEMPRINI M. (2012). La gestione Lean: logica, metodologia, strumenti, esperienze, ISBN: 9788838672996 (Monography)

BOOKS CHAPTERS IN ITALIAN LANGUAGE

  1. GUGLIELMETTI MUGION R., PISANO A, RENZI M.F. (2010). La Gestione Per Processi. In: CAPPELLI L., RENZI M.F. MANAGEMENT DELLA QUALITA’. p. 171-208, PADOVA: CEDAM, ISBN/ISSN: 978-88-13-29973-6
  2. GUGLIELMETTI MUGION R., RENZI M.F. (2010). Leadership E Risorse Umane. In: CAPPELLI L., RENZI M.F. MANAGEMENT DELLA QUALITA’. p. 303-312, PADOVA: CEDAM, ISBN/ISSN: 978-88-13-29973-6
  3. GUGLIELMETTI MUGION R., RENZI M.F. (2010). Le Metodologie Del Miglioramento. In: CAPPELLI L., RENZI M.F. MANAGEMENT DELLA QUALITA’. p. 255-302, PADOVA: CEDAM, ISBN/ISSN: 978-88-13-29973-6
  4. GUGLIELMETTI MUGION R. (2010). I Metodi Di Misurazione Della Customer Satisfaction. In: CAPPELLI L. RENZI M.F. MANAGEMENT DELLA QUALITA’. p. 141-167, PADOVA: CEDAM, ISBN/ISSN: 978-88-13-29973-6
  5. GUGLIELMETTI MUGION R. (2010). Gli Strumenti Di Ascolto Del Cliente. In: CAPPELLI L., RENZI M.F. Management della qualità. p. 103-128, PADOVA: Cedam, ISBN/ISSN: 978-88-13-29973-6
  6. GUGLIELMETTI MUGION R. (2010). “L’attenzione al cliente: approccio teorico”. In: CAPPELLI L., RENZI M.F. Management della qualità. vol. 1, p. 85-102, PADOVA: Cedam, ISBN/ISSN: 978-88-13-29973-6

INTERNATIONAL PROCEEDINGS

  1. DI PIETRO, L., GUGLIELMETTI MUGION, R., RENZI, M.F., TONI M., 2017 “A Conceptual Analysis of Care Pathway as Service Ecosystem”. QUIS15 proceedings EDITED BY L. Patrício, G. Beirão, and J. Teixeira, INESC TEC and School of Engineering, University of Porto, ISBN: 978-972-752-214-9
  2. GUGLIELMETTI MUGION, R., TONI., M., DI PIETRO, L., RENZI, M.F., 2017 “Understanding the Role of Collaborative Consumption in Achieving Sustainable Well-Being”. QUIS15 proceedings EDITED BY L. Patrício, G. Beirão, and J. Teixeira, INESC TEC and School of Engineering, University of Porto, ISBN: 978-972-752-214-9
  3. DI PIETRO, L., GRAMMATICO A., DI STEFANO, P., DE SANTO, T., GUGLIELMETTI MUGION, R., RENZI, M.F. DE SETA, F., 2016. “Service Quality Model and Six Sigma integration for service improvement. The case of Medtronic Regional Clinical Center”. 19th QMOD conference, Rome (Italy), 21-23 September 2016, ISBN 978-91-7623-086-2.
  4. GUGLIELMETTI MUGION, R., RAHARJO, H., DI PIETRO, L., TONI, M. 2016. “The role of trust in e-tourism services”, 19th QMOD conference, Rome (Italy), 21-23 September 2016, ISBN 978-91-7623-086-2.
  5. MUSELLA, F., GUGLIELMETTI MUGION, R., RAHARJO, H., DI PIETRO, L., 2016. “Reconciling internal and external satisfaction through probabilistic graphical models: an empirical study”. 19th QMOD conference, Rome (Italy), 21-23 September 2016, ISBN 978-91-7623-086-2. (Best paper award, Accepted for publication in International Journal of Quality and Service Sciences).
  6. GUGLIELMETTI MUGION, R., RAHARJO, H., TONI, M., DI PIETRO L., PETROS SEBATHU, P., 2016. “Linkage between urban public transport quality and sustainable mobility”. 19th QMOD conference, Rome (Italy), 21-23 September 2016, ISBN 978-91-7623-086-2.
  7. DI PIETRO, L., MUGION, R. G., RENZI, M. F., & TONI, M. (2016). Technology and Cultural Heritage Management: Can Technology Have an Impact on Word-of-Mouth and Territorial Attractiveness?. In L. Petruzzellis and R.S. Winter (Eds.) Rediscovering the Essentiality of Marketing, Proceedings of the 2015 Academy Marketing Science World Marketing Congress, (pp. 927-931). Springer International Publishing.
  8. LAURA DI PIETRO, BO EDVARDSSON, ROBERTA GUGLIELMETTI MUGION, MARIA FRANCESCA RENZI, MARTINA TONI, Service Innovation And Scaling Up Innovative Service Ecosystem: The Case Of Eataly, 18TH QMOD conference, Seoul (Korea), 12-14 October 2015 ISBN 978-91-7623-086-2
  9. RAHARJO H., GUGLIELMETTI MUGION R., DI PIETRO L., TONI M., “Do satisfied employees lead to satisfied patients? An empirical study in an Italian hospital”, 18TH QMOD conference, Seoul (Korea), 12-14 October 2015 ISBN 978-91-7623-086-2
  10. GUGLIELMETTI MUGION, R., DI PIETRO L., PANTOUVAKIS, A., PATSIOURAS C., RENZI M.F. & TONI (2015), “Airport Complaint Handling: The Emerging Role Of Social Media”. EURAM ’15, 17-20 June 2015, Warsaw, Poland. ISBN 978-8386437-60-0.
  11. GUGLIELMETTI MUGION R., DI PIETRO L.; RENZI M.F.; TONI M. “Quality in the EU Healthcare Sector: state of the art and future perspectives.” 17th QMOD conference, 3-5 September 2014 Prague. ISBN 978-91-7623-086-2
  12. GUGLIELMETTI MUGION R., DI PIETRO L., MATTIA G., M.F. RENZI, M. TONI “The impact of mobile ticketing on users’ behaviour in the public transport. 17th QMOD conference, 3-5 September 2014 Prague. ISBN 978-91-7623-086-2
  13. GUGLIELMETTI MUGION R., RAHARJO H., ERIKSSON H., DI PIETRO L., GREMYR I. & RENZI M.F., “The relationships between enablers and results in Excellence Models: learnings from Italy and Sweden” 17th QMOD conference, 3-5 September 2014 Prague. ISBN 978-91-7623-086-2
  14. GUGLIELMETTI MUGION R., DI PIETRO L., MUSELLA F., RENZI M. F., VICARD P., Monitoring an airport check-in process by integrating perceived and provided quality: a statistical model for an Italian experience, EUROMA conference, Palermo 22-25/06/2014
  15. GUGLIELMETTI MUGION R., CAPPELLI L., DI PIETRO L., RENZI M. F., CAF Education and Self-Assessment: An Exploratory Study On The Cause-Effect Internal Relations, EURAM conference, 04-06/06/2014 Valencia, ISBN: 978-84-697-0377-9.
  16. GUGLIELMETTI MUGION R., DI PIETRO L., MARCHEGIANI L., RENZI M. F., TONI M., Ars Artis Gratia No More: Proposal of an Integrated Cultural Heritage Management Model for Social and Economic Sustainability EURAM conference, 04-06/06/2014 Valencia, ISBN: 978-84-697-0377-9.
  17. GUGLIELMETTI MUGION R., DI PIETRO L., RENZI M.F., TONI M., (2013). Integrating qualitative and quantitative tools for measuring customer satisfaction in the museum: the NetMuse CS Model, in Proceedings of the International conference on sustainable cultural heritage management “Societies, Institutions and Networks”, 11-12 October 2013, Rome, University of Roma Tre, ISBN 978-88548-6430-6.
  18. GUGLIELMETTI MUGION R., DI PIETRO L., MUSELLA F., RENZI M.F., VICARD P, (2013). An Internal and External Performance Model Using Probabilistic Expert Systems: an Experimental Test of an Italian Master’s Programme, in Proceedings of 16th QMOD Conference on Quality and Service Sciences: “From LearnAbility and InnovAbility to SustainAbility”, pp. 548-559, 4-6 September 2013, Portoroz (Slovenia), University of Maribor, ISBN 978-961-232-269-4.
  19. GUGLIELMETTI MUGION R., DI PIETRO L., MATTIA G., RENZI M.F., TONI M, (2013). A Theoretical Business Model for Italian Sport Federations, in Proceedings of 16th QMOD Conference on Quality and Service Sciences: “From LearnAbility and InnovAbility to Sustainability”, pp. 535-547, 4-6 September 2013, Portoroz (Slovenia), University of Maribor, ISBN 978-961-232-269-4.
  20. GUGLIELMETTI MUGION R., ARCESE G., DI PIETRO L., MATTIA G., (2012). Augmented Reality impact on cultural consumer behavior: an empirical study. In: 18th IGWT conference. Rome, 24-28/09/2012, ISBN/ISSN: 9788882862695
  21. GUGLIELMETTI MUGION R., DI PIETRO L, MATTIA G, RENZI M.F. (2012). Cultural heritage for economic growth: a case study on cultural consumer behavior. In: 15th QMOD CONFERENCE. Poznan, 5-7 September 2012, ISBN/ISSN: 978-83-89333-46-9
  22. GUGLIELMETTI MUGION R., DI PIETRO L., RENZI M.F. (2012). Lean Service and Customer Focus in the Public Sector. In: 15TH QMOD CONFERENCE , 5-7 September 2012 , ISBN/ISSN: 978-83-89333-46-9
  23. GUGLIELMETTI MUGION R. (2011). Customer satisfaction to implement benchmarking in the public sector. In: PROCEEDINGS OF 14TH QMOD Conference On Quality And Service Science “From Learnability & Innovability To Sustainability. San Sebastian, 29st – 31st August, 2011, ISBN/ISSN: 84-8081-211-7
  24. GUGLIELMETTI MUGION R., ARCESE G, DI PIETRO L, (2011). The Augmented Reality in The Cultural Heritage Sector. In: PROCEEDINGS OF 14TH QMOD CONFERENCE On Quality And Service Science “From Learnability & Innovability To Sustainability”. San Sebastian, 29st – 31st August, 2011, ISBN/ISSN: 84-8081-211-7
  25. GUGLIELMETTI MUGION R., CAPPELLI L., MATTIA G., MERLI R., RENZI M.F. (2011). The Customer Satisfaction Process Oriented Model (CS-Pro Mod): a New Theoretical Approach to Measure Customer Satisfaction. In: Proceedings 10th European Conference on Research Methodology for Business and Management Studies. Caen, Scuola Normandia, Francia, 20-21/06/2011, ISBN/ISSN: 978-1-908272-03-4
  26. GUGLIELMETTI MUGION R., CAPPELLI L, MATTIA G, MERLI R, RENZI M.F. (2009). The experimental phase of a general Customer Satisfaction management model for on line services supplied by public administrations: methodology and outcomes”. In: 12th QMOD and Toulon Verona Conference “International Quality and Service Sciences. VERONA, 27-29 AGOSTO, Verona ISBN/ISSN: 9788890432705
  27. GUGLIELMETTI MUGION R., RENZI M.F., VICARD P., MUSELLA F. (2008). Evaluating citizens’ satisfaction about public on line services. The questionnaire reliability and validation. In: 11th TOULON VERONA CONFERENCE. FLORENCE, 4-5 SETTEMBRE 2008, Florence, vol. I, p. 334-344, ISBN/ISSN: 978-88-8453-855-0
  28. GUGLIELMETTI MUGION R., RENZI M.F., VICARD P., MUSELLA F. (2008). A tool for managing information to improve services: probabilistic expert systems. In: 11th TOULON VERONA CONFERENCE QUALITY IN SERVICE. FLORENCE, 4-5 SETTEMBRE 2008, Florence, vol. II, p. 830-841, ISBN/ISSN: 978-88-8453-855-0
  29. GUGLIELMETTI MUGION R. (2007). Survey of customer satisfaction in a course of higher education. In: 10TH TOULON VERONA CONFERENCE. THESSALONIKI, 3-4 SETTEMBRE 2007, Thessaloniki, ISBN/ISSN: 978-960-243-642-4
  30. GUGLIELMETTI MUGION R. (2007). Survey of citizens satisfaction in public service on line ” Thessaloniki. In: 10TH TOULON VERONA CONFERENCE. THESSALONIKI, 3-4 SETTEMBRE 2007, Thessaloniki, ISBN/ISSN: ISBN 978-960-243-642-4

NATIONAL PROCEEDINGS

  1. GUGLIELMETTI MUGION, R., CAPPELLI, L., DI PIETRO, L., & RENZI M.F. (2014). “CAF Education: applicazione, risultati e implicazioni”, Proceedings of XXVI Congresso Nazionale di Scienze Merceologiche “Innovazione, Sostenibilità e Tutela dei Consumatori: L’Evoluzione delle Scienze Merceologiche per la Creazione di Valore e Competitività”, pp. 172-184, 13-15/02/2014, Pisa, Italy, ISBN 978-1-291-74318-0.
  2. GUGLIELMETTI MUGION R, AGAR , DI PIETRO L., RENZI M.F., TONI M. (2014). Misurare la soddisfazione del visitatore culturale attraverso tecniche qualitative e quantitative. Il caso dei musei etnografici. In Proceedings of  XXVI Congresso Nazionale di Scienze Merceologiche “Innovazione, Sostenibilità e Tutela dei Consumatori: L’Evoluzione delle Scienze Merceologiche per la Creazione di Valore e Competitività”, pp. 4-14, 13-15/02/2014, Pisa, Italy, ISBN 978-1-291-74318-0.
  3. GUGLIELMETTI MUGION R., DI PIETRO, L. (2014). Lean production e interventi kaizen: il ruolo strategico delle Risorse Umane. in Proceedings of XXVI Congresso Nazionale di Scienze Merceologiche “Innovazione, Sostenibilità e Tutela dei Consumatori: L’Evoluzione delle Scienze Merceologiche per la Creazione di Valore e Competitività”, pp. 290-299, 13-15/02/2014, Pisa, Italy, ISBN 978-1-291-74318-0.
  4. GUGLIELMETTI MUGION R., ARCESE G, DIPIETRO L, (2011). La Realtà Aumentata Nel Settore Dei Beni Culturali. In: ATTI DEL XXV Congresso Nazionale di Scienze Merceologiche. Udine/Trieste, 26-28/09/2011, ISBN/ISSN: 978-88-8420-705-0
  5. GUGLIELMETTI MUGION R. (2011). Applicazione del modello Cs Promod per il miglioramento della qualità dei servizi pubblici erogati in multicanalità. In: Atti del XXV Congresso Nazionale di Scienze Merceologiche. Udine/Trieste, 26-28/09/2011, ISBN/ISSN: 978-88-8420-705-0
  6. GUGLIELMETTI MUGION R., CAPPELLI L, MATTIA G, MERLI R, RENZI M. F (2009). “Un modello di rilevazione per la misurazione della soddisfazione del cittadino relativamente ai servizi erogati on-line”, Nota 1,. In: Atti del XXIV Convegno Nazionale Scienze Merceologiche. Torino, 23-25 giugno, ISBN/ISSN: 978-88-7661-873-4
  7. GUGLIELMETTI MUGION R., CAPPELLI L, MATTIA G, MERLI R, RENZI M. F (2009). Un modello di rilevazione per la misurazione della soddisfazione del cittadino relativamente ai servizi erogati on-line”, Nota 2. In: Atti del XXIV Convegno Nazionale Scienze Merceologiche. Torino, 23-25 giugno 2009, ISBN/ISSN: 978-88-7661-873-4
  8. GUGLIELMETTI MUGION R., CAPPELLI L, MATTIA G, MERLI R, RENZI M.F. (2009). La Peer evaluation come strumento per sviluppare il benchmarking nel settore pubblico: risultati di una ricerca sulla diffusione dei percorsi di alta formazione sui temi del TQM destinati alla P.A.”, Nota 1. In: ATTI DEL XXIV Congresso Nazionale delle Scienze Merceologiche. Torino, 23-25 Giugno, ISBN/ISSN: 978-88-7661-873-4.
  9. GUGLIELMETTI MUGION R., CAPPELLI L, MATTIA G, MERLI R, RENZI M.F. (2009). La Peer evaluation come strumento per sviluppare il benchmarking nel settore pubblico: risultati di una ricerca sulla diffusione dei percorsi di alta formazione sui temi del TQM destinati alla P.A.”, Nota 2. In: ATTI DEL XXIV Congresso Nazionale delle Scienze Merceologiche. Torino, 23-25 Giugno, ISBN/ISSN: 978-88-7661-873-4.

ABSTRACT in INTERNATIONAL PROCEEDINGS

  1. GUGLIELMETTI MUGION R., DI PIETRO L., TONI M., RENZI M.F., (2017). “Does environmental awareness enables individuals to switch behaviors toward collaborative consumption in the transportation sector?”, ICMBS SMBS Toronto, Canada
  2. GUGLIELMETTI MUGION R., MUSELLA F., DI PIETRO L., TONI M., RENZI M.F., (2017). “Understanding the influence of medical employee engagement-satisfaction on patient perceptions of experience”, Frontiers in service NYC (USA),
  3. SIGALA, M., RENZI, M.F., DI PIETRO, L, TONI, M., AND GUGLIELMETTI MUGION, R. (2016) “Social media use and perceptions of waiting time: findings and implications from passengers waiting at airports”, 25th Annual Frontiers in Service Conference will be held June 23-26, 2016, Bergen.
  4. EDVARDSSON, B., DI PIETRO, L., GUGLIELMETTI MUGION, R, RENZI, M.F. & TONI M., 2015. “Inhibitors and enablers of a service eco system scaling up: the case of Eataly company” ABSTRACT published in Proceedings of The Naples Forum on Service “Service Dominant Logic, Network & Systems Theory and Service Science” edited by Gummesson E., Mele, C. and Polese, F.
  5. EDVARDSSON, B., DI PIETRO, L., GUGLIELMETTI MUGION, R, RENZI, M.F. & AAL K., (2014). “An Holistic Management Model Of Value Co-Creation In The Eataly System” ABSTRACT published in Proceedings of AMA SERVSIG 2014 – International Service Research Conference “Services Marketing in the New Economic and Social Landscape” Department of Business Administration, University of Macedonia. ISBN 978-960-98740-9-0.
  6. AGAR A., DI PIETRO, L., GUGLIELMETTI MUGION R, RENZI M.F., (2013). “Social Networks and Complaints Management Sector”, ABSTRACT published in Proceedings of QUIS13 International Research Symposium on Service Excellence in Management, 10-13June 2013, Karlstad, Sweden. ISBN: 978-91-7063-506-9
  7. PHD THESYS: GUGLIELMETTI MUGION R., (2011) “Gestire la qualità dei servizi nell’ottica della multicanalità. Un approccio integrato per misurare la customer satisfaction.” /Managing service quality in a multi-channel environment. An integrated approach for measuring customer satisfaction, PhD Thesis, Università Sapienza di Roma