Person
CAVALLONE Mauro
Communications
Curriculum Vitae
Place and Date of Birth: Seriate (Italy) 1957.
Nationality: Italian
Married , 3 soons
STUDIES IN ITALY
07.1976 Secondary School Liceo F. Lussana, Bergamo
General Scientific Certificate of Education.
08.07.1980 University of Bergamo
Degree in Economics (grade: 101/110)
Thesis: Statistical Research to Find Methods for the Sales Forecast
17.12.1993 University of Urbino
Degree in Sociology (grade: 104/110)
Thesis: Theory and Techniques of Mass Communication in the field of Integrated Communication
STUDIES ABROAD
16.07.1984 – 07.09.1984 Saint Joseph's University, Philadelphia (USA).
ELS English Course, Levels 107-108
Certificate T.O.E.F.L.
01.10.1984 – 18.12.1984 Saint Joseph' s University, Philadelphia (USA).
Courses in Marketing MBA:
- “Consumer Behaviour”
- “Marketing Research”.
01.04.1992 – 06.04.1992 Leadership Development Institute, Geneva (CH).
“Dynamic Business Management”.
ACADEMIC EXPERIENCE IN ITALY at the University of Bergamo
Since 1982 Teaching Assistant of Prof. Alberto Marino in “Marketing Research Techniques”.
Since 1985 Lecturer in several Marketing Seminars and tutor of numerous graduation thesis.
Since 1995 Teacher in “Marketing”.
Since 1996 Teacher in “ Marketing Internazionale”.
2002/2004 Lecturer for students from Tiquana University, Mexico (in English).
Since 2002 Partnership with Missouri University, USA: Teacher in “International Marketing” for Italian and American students (in English).
Since 2005 Researcher
Since 2012 Associate Professor
From 2013 to 2016 Director of SdM School of Management
Since 2015 Associate Professor (confirmed in role)
2009-2010, teacher of Marketing Avanzato (6cfu).
Since 2012-2013 teacher of Marketing e e-commerce (5 cfu) c/o faculty of Languages, master degree CIE.
Since AA 2013-2014 teacher of Marketing Strategies (ENG)(6 cfu)master degree MAFIB.
Since AA 2014-2015 teacher of Marketing (6cfu).
Since 4/2016 Provosts' delegate for "Image & Branding"
International involvment
since 2003 responsable for teacher and student's exchange with the univeristy of Missouri USA (with prof C.Franz) and teacher in Missouri during the visit with my master students in 2007,2008,2009
since 2008 Partner with prof Jan Freidank THM Giessen (for the two master courses: italian and german) and since 2015 parte of the research gropp with Prof Freidank,dr.Bowen dr Wannow on the topic of the "dieselgate"
Master courses
since 2006 director of the first level master "Marketing management for the intenational company"
Since 2013 director of the second level master "Il farmacista e i prodotti omeopatici: strategie di marketing"
AREAS OF RESEARCH
1. Customer retention (main topic)
2. Co-design
3. Cross-cultural communication
4. Marketing in the Public Sector
ACADEMIC EXPERIENCE ABROAD
1988 “State-of-the-Art of marketing”, pan-European meeting, Caen Le Havre (F).
1989 Co-operation with Prof. Marcus Schmidt (Germany) on creation of a Pan European Marketing Case in the personal computers sector.
Since 1990 Tutor of several Erasmus Students.
28.01 – 02.02.1996 International Teaching Week, Haarlem (NL).
1996 –1999 Co-operation with Prof. Martyn Robertson of Leeds’ University (UK) on the international project “Global Vision” (forecasting the futures scenarios)
01.11 – 07.11.1997 Saint Joseph's University of Philadelphia (USA).
"Delight the Customer", Prof. Richard J. George.
Marketing research on customer satisfaction / retention in the bank and insurance business.
WORKING EXPERIENCE IN ITALY
16.02.1981 – 30.09.1984 Credito Bergamasco S.p.A. (Italian bank, now part of Credite Lionnayse).
- 1981 – 1982: various activities at a branch office
- 1982 – 1984: Import/Export department at the
headquarters.
01.06.1985 – 31.05.1988 Vestro S.p.A. (mail order house).
Sales Manager assistant responsible of co-ordination of documents, goods and catalogues.
01.06.1988 – 31.10.1988 Zerowatt S.p.A. (washing machine producer).
Marketing Manager.
01.11.1988 – 31.10.1989 Jack Set S.p.A. (garment producer).
Marketing Manager
Since 1989 Euroform - Ambrosetti srl (consultant company)
Consultant for Marketing & Training.
Since 1990 Start Up S.r.l. (Consulting and Training Company).
Partner and Senior Trainer for sales and marketing.
WORKING EXPERIENCE ABROAD
03.10.1984 – 21.12.1984 First Pennsylvania Bank, Philadelphia (USA).
Study and researches about: Product Management, Advertising, Marketing Research, Marketing of Trust & Investment Services.
Marketing Director: Frank Dynan.
04.1988 La Redoute Catalogue, Lille (F).
Internship on “Unbranded Products Marketing”.
2004 Zambon Spain, Barcelona (subsidiary of the Italian pharmaceutical group Zambon).
Trainer for marketing and sales force in the pharmaceutical sector.
PUBBLICATIONS
Il Marketing nel mondo dei servizi
Editrice San Marco Trescore Balneario (BG) 1990
Incontro con il Marketing
Editrice San Marco Trescore Balneario (BG) ISBN 88-86285-38-8 1991
La comunicazione integrata: nuovi strumenti al servizio del mercato
Editrice San Marco Trescore Balneario (BG) ISBN 88-86285-26-4 1994
La catena della fidelizzazione nelle imprese di servizi
Editrice San Marco Trescore Balneario (BG) ISBN 88-86285-64-7 1996
Il Marketing Turistico: la relazione con il cliente
Editrice San Marco Trescore Balneario (BG) ISBN 88-86285-75-2 1997
Il Marketing degli enti locali: criticità, strategie, operatività
Editore Franco Angeli Milano ISBN 88-464-1143-9 1999
(co-autore con Luca Colleoni)
Oltre la fidelizzazione: il marketing nell’era della complessità
Editore Franco Angeli Milano ISBN 88-464-2465-4 2000
Prospettiva europea e formazione “L’esperienza della Fondazione Annunciata Cocchetti”
ITL Milano (co-autore con Francesca Buzzi) ISBN 978-88-783-6456-1 2008
Il T.E.S. Marketing: presupposti strategici ed operativi per andare oltre la fidelizzazione
Editore Franco Angeli Milano ISBN 978-88-464-9732-1 2008
Le ricerche di mercato e di marketing: "l’indagine Stetoscopio” coautore con Antonio Di Marco F. Angeli Milano ISBN 978-88-204-2031-4 2012
Le ricerche di mercato e di marketing: "Stetoscopio” il sentire degli Italiani coautore con Antonio Di Marco F. Angeli Milano ISBN 9788820420314 2013
Le ricerche di mercato e di marketing: "Stetoscopio” il sentire degli Italiani e il modello I.T.E.R. marketing coautore con Antonio Di Marco F. Angeli Milano ISBN 978-88-204-8221-3 2014
Stetoscopio 2015: il sentire degli italiani coautore con Antonio Di Marco F. Angeli Milano ISBN 978-88-204-0382-9 2015
L’approccio TES Marketing: dal delivered mix alla fidelizzazione F.Angeli Milano ISBN 978-88-917-4477-7 (libro accettato dopo doppia revisione cieca nella collana referata Gestione d’Impresa) 2016
Marketing and Customer Loyalty: The Extra Step Approach - Springer ISBN 978-3-319-51990-6 (libro accettato dopo single blind peer review nella collana referata “International series in Advanced Management studies) 2017
Paper
2021
Palumbo R., Manna R., Cavallone M. “The managerialization of museums and art institutions: perspectives from an empirical analysis” International Journal of Organizational Analysis DOI (10.1108/IJOA-10-2020-2438) accettato 31 Gennaio 2021 (Fascia B)
2020
Cavallone M. Palumbo R.. Debunking the myth of industry 4.0 in health care: insights from a systematic literature review' (TQM-10-2019-0245.R1) accepted for publication in The TQM Journal. Gen 2020 - https://doi.org/10.1108/TQM-10-2019-0245
Cavallone M., Ciasullo M.V.,Manna R., Palumbo R. A tale of two stakeholders: achieving excellence by merging quality expectations in Higher Education Institutions - Studies in Higher Education (3.3.2020) https://doi.org/10.1080/03075079.2020.1739016.
Palumbo R., Cavallone M., What enables doctoral degree holders to get a job? A journey through doctoral students’ satisfaction with educational services (TQM-11-2019-0268.R1) DOI (10.1108/TQM-11-2019-0268) 5 Maggio 2020
http://dx.doi.org/10.1108/TQM-11-2019-0268
Ciasullo M.V., Manna R., Cavallone M., Palumbo R : Envisioning the future of health systems, some exploration insights from European Countries Futures (2020). http://dx.doi.org/10.1016/j.futures.2020.102585
Palumbo R. Manna R. Cavallone M "Beware of side effects on quality! Investigating the implications of home working on work-life balance in educational services" TQM
http://dx.doi.org/10.1108/TQM-05-2020-0120
2019
Cavallone M., Palumbo R, (2019) “Engaging citizens in collective co-production — Insights from the Turnà a N’Domà (Back to the Future) project” TQM Total Quality Management (fascia A), Emeraldinsight, ISSN: 1754-2731
http://dx.doi.org/10.1108/TQM-02-2019-0040
Manna R., Cavallone M., Ciasullo M.V, Palumbo R. (2019): “Beyond the rhetoric of health tourism: shedding light on the reality of health tourism in Italy”, Current Issues in Tourism, DOI: 10.1080/13683500.2019.1650726 (Fascia A)
http://dx.doi.org/10.1080/13683500.2019.1650726
Cavallone M, Ciasullo M.V, Manna R. Douglas J. (2019) “Framing higher education quality from a business perspective: setting the conditions for enhanced value co-creation” – Studies in higher education, https://doi.org/10.1080/03075079.2019.1672644 (Fascia A)
http://dx.doi.org/10.1080/03075079.2019.1672644
Cavallone M., Manna R., Palumbo R.,(2019) “Filling in the gaps in higher education quality: An analysis of Italian students’ value expectations and perceptions” Journal of Educational Management, DOI 10.1108/IJEM-06-2019-018 (Fascia B)
http://dx.doi.org/10.1108/IJEM-06-2019-0189
2018
Cavallone, M; Andreini, D; Pedeliento, G; Magno, F: Legitimizing the contribution of marketing to firms’ success: An exploratory investigation of marketing professionals
Mercati e Competitività F. Angeli ISSN 1826-7386
http://dx.doi.org/10.3280/MC2018-002002
2017
Cavallone M. Magno F. Zucchi A. (2017) “Improving service quality in healthcare organisations through geomarketing statistical tools” TQM Total Quality Management (fascia A), Emeraldinsight, ISSN: 1754-2731
http://dx.doi.org/10.1108/TQM-12-2016-0104
Bowen M., Freidank J., Wannow S., Cavallone M. (2017) “Effect of perceived crisis response on consumers’ behavioral intentions during a company scandal – an intercultural perspective” pubblicato sul Journal of International Management (fascia A), Elsevier,
http://dx.doi.org/10.1016/j.intman.2017.12.001
Palumbo R., Annarumma C., Cavallone M. (2017) “Who empowers whom? The role of organizational health literacy in empowering patients”. Sinergie – Italian Journal of Management numero 104 ISSN 0393-5108
2016
Cavallone M., Modina M. (2016) “E-Tailing as evolution of distribution channel in Tourism” Sinergie– Italian Journal of Management N 100 ISSN 0393-5108 (vincitore Best Paper Award al convegno Toulon Verona di Palermo nel 2015)
2013
Cavallone M. Modina M. (2013) Il ruolo della comunicazione nella relazione tra banca e cliente IRTOP N.12 pagg.51-55 ISSN 2038-1441
Cavallone M. (2013) “From Adaptation to standardization: the positive cycle of cross cultural communication” SBR Southern Business Review (USA), James e. Davis, Jr., Editor, ISSN 0884-1373
Cavallone M. Modina M. (2013) “Customer perception of bank communication: evidence and implications”. Corporate Ownership & Control / Volume 10, Issue 4, Continued – 3 pag 299, 307, Sumy : Virtus Interpress , ISSN 1810-3057
2012
Cavallone M. Cassia F. (2012) “Co-design between consumers and companies: roles, created-exchanged value and reward systems” The Marketing Review 2012 vol. 12 N.2 pagg 199 218, Helensburgh : Westburn, 2000- ISSN 1469-347X
http://dx.doi.org/10.1362/146934712X13366562572548
Cavallone M.(2012), “La comunicazione culturalmente e cross-culturalmente customizzata: nuovi sviluppi teorici e analisi empirica su target di extracomunitari presenti in Italia”, Mercati e Competitività n. 3 2012, Franco Angeli editore, Milano, ISBN 1826-7386
2007
Cavallone M. (2007) Gestire la comunicazione di marketing nella società multiculturale: problemi aperti e implicazioni per il management Mercati e Competitività n. 1 2007,Franco Angeli editore, Milano ISSN 1826-7386
Chapter of Book
2016 Cavallone M., Magno F. “Prodotti di nicchia e sviluppo dei mercati internazionali. Il caso del consorzio del moscato di Scanzo” in Cultural Heritage e Made in Italy – casi ed esperienze di marketing internazionale (Napolitano MR., Marino V.) , Editoriale Scientifica ISBN 978-88-6342-856-8
Proceeding
Cross cultural communication in the tourist and leisure sector - Atti del convegno “quality in services” Salonicco (GR) 10th Toulon-Verona conference, 3 - 4 settembre 2007 ISDN 978-960-243-642-4
“Beyond retention” in banking services - Atti del convegno “quality in services” Firenze 11 th Toulon-Verona conference, 4-5 settembre 2008 ISDN 978-88-8453-855-0
“Tes marketing THE EXTRA STEP to be effective in the market place” MMA Marketing management association 2009 annual conference Chicago (U.S.A)18-20 Marzo 2009 Proceedings Donald P. Roy and John Cherry, Editors ISSN: 2325-3576
“The marketing of public services: a compared double analysis of the citizens’ expectations” atti del convegno internazionale QMOD Verona 27 – 29 Agosto 2009.
“The changing role of customer in the co-design process” (coautore con Fabio Cassia) MMA Marketing management association 2010 annual conference Chicago (U.S.A) 24 marzo 2010 Proceedings Donald P.Roy and John Cherry, Editors ISSN: 2325-3576
“Marketing and Communication: A cross-Cultural Approach” MMA Marketing management association 2010 annual conference Chicago (U.S.A) 24 march 2010 Proceedings Donald P.Roy and John Cherry, Editors ISSN: 2325-3576
“Early findings of the theories of codesign in the public sector: the Gorle case” 13th Toulon-Verona Conference “Organizational Excellence in Services”, Coimbra, Portugal, 2-4 september 2010, (ISBN 978-972-9344-04-6)
Cavallone M., Modina M., (2011). Empirical Evidence of the Effectiveness of a Network in Improving the Quality of Banking Services. In: Proceedings of The 2011 Naples Forum on Service "Service Dominant logic, Network & System Theory and Service Science: integrating three perspectives for a new service agenda". Capri, 14-17 June 2011, ISBN/ISSN: 978-88-7431-525-3
Cavallone M, Modina M., (2011). The Quality of Customer Relationship in Different Clusters of Italian Banks: Evidence and Implications. In: Proceedings of The 15th AMS Biennial World Marketing Congress "The Customer is NOT Always Right?” Marketing Orientations in a Dynamic Business World. Reims, Champagne, France, 19-23 July 2011, vol. XV, p. 880-884, ISBN/ISSN: 0-939783-15-0/0889-3071
Cavallone M, Modina M., (2011) Customers’ perception of banking services’ quality :an empirical evidence. In: Proceedings of the 14th Toulon-Verona Conference “Organizational
Excellence in Services”, Alicante, Spain, 1-3 September, pp. 1-11 (ISBN:
978-88904327-1-2).
Cavallone M, Modina M., (2011) Communication, customer relationship and value creation in the banking system: an empirical evidence In: Proceedings of the Sinergie – Euprera congress Milano 10th – 11th November 2011
Cavallone M. (2013) Culturally customized communication as a methodological approach to overcome the adaptation vs. standardization dilemma 16th TOULON – VERONA CONFERENCE Ljubljana August 30th and 31 st 2013 ISBN: 9788890432736
Cavallone M. Modina M. (2013) Communication as a key factor in banking customer relationship 16 th TOULON – VERONA CONFERENCE Ljubljana August 30th and 31st 2013 ISBN: 9788890432736
Cavallone M.(2014)The I.T.E.R. Marketing model: a proposal for a new approach to consumer behaviour 17 th TOULON – VERONA CONFERENCE Liverpool August 28th and 29th 2014 ISBN: 9788890432743
Cavallone M.(2014) The marketing of public services: a NEW comparative analysis of citizens’ expectations 17 th TOULON – VERONA CONFERENCE Liverpool August 28th and 29th 2014 ISBN: 9788890432743
Cavallone M., Modina M., Bonometti G.M. (2015) La valorizzazione del patrimonio turistico-culturale: l’analisi delle opportunità offerte dalla Bre.Be.Mi. al territorio Sinergie XXVII convegno annuale. Termoli 9-10 luglio 2015 ISBN 9788890739453
Cavallone M., Modina M. (2015) E-Tailing as evolution of distribution channel in torurism 18 th TOULON – VERONA CONFERENCE - Palermo 31 August 1st September 2015 ISBN 9788890432750 (Vincitore Best Paper Award) (vedasi Allegato 8.A)
Cavallone M., Modina M. (2015) The tourism industry between real and digital world convegno annuale Simktg 22 e 23 ottobre 2015, Torino, Il marketing al servizio delle città. Beni culturali e rivitalizzazione urbana ISBN 978-88-907662-4-4
Cavallone M., Freidank J., Bowen M, Ubiali E.(2016) An Italian perspective of “Dieselgate” related to Volkswagen’s brand image” 19 th TOULON – VERONA CONFERENCE Huelva 5-6 september 2016 ISBN 9788890432767
Annarumma C., Palumbo R., Cavallone M., (2016): “Empowering patients by empowering health care organizations:a comparative study” 19 th TOULON – VERONA CONFERENCE Huelva 5-6 september 2016 ISBN 9788890432767(vincitore Best Paper Award)
Annarumma C. Palumbo R. Cavallone M.(2017) From Drug Dispenser to Health Dispenser: The New Role of Pharmacists in Enabling Patients Convegno Sinergie Napoli 15 e 16 Giugno 2017 ISBN 97888907394-8-4.
Cavallone M., (2017)The role of collaboration in the internationalization of a niche product:
the case of “Moscato di Scanzo” wine XX Toulon Verona Conference Verona 7 e 8 Settembre 2017 ISBN 9788890432774
Cavallone M., Manna R., Ciasullo M.V, Palumbo R.,(2019) “A dualistic interpretation of value in higher education: Comparing students and academics’ perspectives” Conference Proceedings Excellence in Services , 22nd International Conference, Thessaloniki (Greece) 29 and 30 August 2019 ISBN 9788890432798
Manna R., Palumbo R., Cavallone M.,(2019) “Putting higher education services’ quality at work: The employability of Italian doctors of philosophy” Conference Proceedings Excellence in Services , 22nd International Conference, Thessaloniki (Greece) 29 and 30 August 2019 ISBN 9788890432798
other papers
Gestire la comunicazione di marketing nella società’ multiculturale: problemi aperti e implicazioni per il management n°4/2006
Stewarding Marketing communication in multicultural settings n°4/2008
Creazione e scambio di valore nella coprogettazione cliente impresa (con Fabio Cassia) n° 7/2009
La Strategia operativa dell'azienda (su "L'Eco di Bergamo" 17.02) 1986
Le Strategie alternative nelle decisioni aziendali (su "L'Eco di Bergamo" 3.03) 1986
Organizzazione e Marketing dei servizi (su "S.L. Magazine" Num. 1 Marzo) 1991
Il presidio marketing nella banca del terzo millennio (Banche e Banchieri) 1997
Vendere nell’era della complessità
(su “Direzione del Personale” Rivista A.I.D.P. MI) 2000
Nationality: Italian
Married , 3 soons
STUDIES IN ITALY
07.1976 Secondary School Liceo F. Lussana, Bergamo
General Scientific Certificate of Education.
08.07.1980 University of Bergamo
Degree in Economics (grade: 101/110)
Thesis: Statistical Research to Find Methods for the Sales Forecast
17.12.1993 University of Urbino
Degree in Sociology (grade: 104/110)
Thesis: Theory and Techniques of Mass Communication in the field of Integrated Communication
STUDIES ABROAD
16.07.1984 – 07.09.1984 Saint Joseph's University, Philadelphia (USA).
ELS English Course, Levels 107-108
Certificate T.O.E.F.L.
01.10.1984 – 18.12.1984 Saint Joseph' s University, Philadelphia (USA).
Courses in Marketing MBA:
- “Consumer Behaviour”
- “Marketing Research”.
01.04.1992 – 06.04.1992 Leadership Development Institute, Geneva (CH).
“Dynamic Business Management”.
ACADEMIC EXPERIENCE IN ITALY at the University of Bergamo
Since 1982 Teaching Assistant of Prof. Alberto Marino in “Marketing Research Techniques”.
Since 1985 Lecturer in several Marketing Seminars and tutor of numerous graduation thesis.
Since 1995 Teacher in “Marketing”.
Since 1996 Teacher in “ Marketing Internazionale”.
2002/2004 Lecturer for students from Tiquana University, Mexico (in English).
Since 2002 Partnership with Missouri University, USA: Teacher in “International Marketing” for Italian and American students (in English).
Since 2005 Researcher
Since 2012 Associate Professor
From 2013 to 2016 Director of SdM School of Management
Since 2015 Associate Professor (confirmed in role)
2009-2010, teacher of Marketing Avanzato (6cfu).
Since 2012-2013 teacher of Marketing e e-commerce (5 cfu) c/o faculty of Languages, master degree CIE.
Since AA 2013-2014 teacher of Marketing Strategies (ENG)(6 cfu)master degree MAFIB.
Since AA 2014-2015 teacher of Marketing (6cfu).
Since 4/2016 Provosts' delegate for "Image & Branding"
International involvment
since 2003 responsable for teacher and student's exchange with the univeristy of Missouri USA (with prof C.Franz) and teacher in Missouri during the visit with my master students in 2007,2008,2009
since 2008 Partner with prof Jan Freidank THM Giessen (for the two master courses: italian and german) and since 2015 parte of the research gropp with Prof Freidank,dr.Bowen dr Wannow on the topic of the "dieselgate"
Master courses
since 2006 director of the first level master "Marketing management for the intenational company"
Since 2013 director of the second level master "Il farmacista e i prodotti omeopatici: strategie di marketing"
AREAS OF RESEARCH
1. Customer retention (main topic)
2. Co-design
3. Cross-cultural communication
4. Marketing in the Public Sector
ACADEMIC EXPERIENCE ABROAD
1988 “State-of-the-Art of marketing”, pan-European meeting, Caen Le Havre (F).
1989 Co-operation with Prof. Marcus Schmidt (Germany) on creation of a Pan European Marketing Case in the personal computers sector.
Since 1990 Tutor of several Erasmus Students.
28.01 – 02.02.1996 International Teaching Week, Haarlem (NL).
1996 –1999 Co-operation with Prof. Martyn Robertson of Leeds’ University (UK) on the international project “Global Vision” (forecasting the futures scenarios)
01.11 – 07.11.1997 Saint Joseph's University of Philadelphia (USA).
"Delight the Customer", Prof. Richard J. George.
Marketing research on customer satisfaction / retention in the bank and insurance business.
WORKING EXPERIENCE IN ITALY
16.02.1981 – 30.09.1984 Credito Bergamasco S.p.A. (Italian bank, now part of Credite Lionnayse).
- 1981 – 1982: various activities at a branch office
- 1982 – 1984: Import/Export department at the
headquarters.
01.06.1985 – 31.05.1988 Vestro S.p.A. (mail order house).
Sales Manager assistant responsible of co-ordination of documents, goods and catalogues.
01.06.1988 – 31.10.1988 Zerowatt S.p.A. (washing machine producer).
Marketing Manager.
01.11.1988 – 31.10.1989 Jack Set S.p.A. (garment producer).
Marketing Manager
Since 1989 Euroform - Ambrosetti srl (consultant company)
Consultant for Marketing & Training.
Since 1990 Start Up S.r.l. (Consulting and Training Company).
Partner and Senior Trainer for sales and marketing.
WORKING EXPERIENCE ABROAD
03.10.1984 – 21.12.1984 First Pennsylvania Bank, Philadelphia (USA).
Study and researches about: Product Management, Advertising, Marketing Research, Marketing of Trust & Investment Services.
Marketing Director: Frank Dynan.
04.1988 La Redoute Catalogue, Lille (F).
Internship on “Unbranded Products Marketing”.
2004 Zambon Spain, Barcelona (subsidiary of the Italian pharmaceutical group Zambon).
Trainer for marketing and sales force in the pharmaceutical sector.
PUBBLICATIONS
Il Marketing nel mondo dei servizi
Editrice San Marco Trescore Balneario (BG) 1990
Incontro con il Marketing
Editrice San Marco Trescore Balneario (BG) ISBN 88-86285-38-8 1991
La comunicazione integrata: nuovi strumenti al servizio del mercato
Editrice San Marco Trescore Balneario (BG) ISBN 88-86285-26-4 1994
La catena della fidelizzazione nelle imprese di servizi
Editrice San Marco Trescore Balneario (BG) ISBN 88-86285-64-7 1996
Il Marketing Turistico: la relazione con il cliente
Editrice San Marco Trescore Balneario (BG) ISBN 88-86285-75-2 1997
Il Marketing degli enti locali: criticità, strategie, operatività
Editore Franco Angeli Milano ISBN 88-464-1143-9 1999
(co-autore con Luca Colleoni)
Oltre la fidelizzazione: il marketing nell’era della complessità
Editore Franco Angeli Milano ISBN 88-464-2465-4 2000
Prospettiva europea e formazione “L’esperienza della Fondazione Annunciata Cocchetti”
ITL Milano (co-autore con Francesca Buzzi) ISBN 978-88-783-6456-1 2008
Il T.E.S. Marketing: presupposti strategici ed operativi per andare oltre la fidelizzazione
Editore Franco Angeli Milano ISBN 978-88-464-9732-1 2008
Le ricerche di mercato e di marketing: "l’indagine Stetoscopio” coautore con Antonio Di Marco F. Angeli Milano ISBN 978-88-204-2031-4 2012
Le ricerche di mercato e di marketing: "Stetoscopio” il sentire degli Italiani coautore con Antonio Di Marco F. Angeli Milano ISBN 9788820420314 2013
Le ricerche di mercato e di marketing: "Stetoscopio” il sentire degli Italiani e il modello I.T.E.R. marketing coautore con Antonio Di Marco F. Angeli Milano ISBN 978-88-204-8221-3 2014
Stetoscopio 2015: il sentire degli italiani coautore con Antonio Di Marco F. Angeli Milano ISBN 978-88-204-0382-9 2015
L’approccio TES Marketing: dal delivered mix alla fidelizzazione F.Angeli Milano ISBN 978-88-917-4477-7 (libro accettato dopo doppia revisione cieca nella collana referata Gestione d’Impresa) 2016
Marketing and Customer Loyalty: The Extra Step Approach - Springer ISBN 978-3-319-51990-6 (libro accettato dopo single blind peer review nella collana referata “International series in Advanced Management studies) 2017
Paper
2021
Palumbo R., Manna R., Cavallone M. “The managerialization of museums and art institutions: perspectives from an empirical analysis” International Journal of Organizational Analysis DOI (10.1108/IJOA-10-2020-2438) accettato 31 Gennaio 2021 (Fascia B)
2020
Cavallone M. Palumbo R.. Debunking the myth of industry 4.0 in health care: insights from a systematic literature review' (TQM-10-2019-0245.R1) accepted for publication in The TQM Journal. Gen 2020 - https://doi.org/10.1108/TQM-10-2019-0245
Cavallone M., Ciasullo M.V.,Manna R., Palumbo R. A tale of two stakeholders: achieving excellence by merging quality expectations in Higher Education Institutions - Studies in Higher Education (3.3.2020) https://doi.org/10.1080/03075079.2020.1739016.
Palumbo R., Cavallone M., What enables doctoral degree holders to get a job? A journey through doctoral students’ satisfaction with educational services (TQM-11-2019-0268.R1) DOI (10.1108/TQM-11-2019-0268) 5 Maggio 2020
http://dx.doi.org/10.1108/TQM-11-2019-0268
Ciasullo M.V., Manna R., Cavallone M., Palumbo R : Envisioning the future of health systems, some exploration insights from European Countries Futures (2020). http://dx.doi.org/10.1016/j.futures.2020.102585
Palumbo R. Manna R. Cavallone M "Beware of side effects on quality! Investigating the implications of home working on work-life balance in educational services" TQM
http://dx.doi.org/10.1108/TQM-05-2020-0120
2019
Cavallone M., Palumbo R, (2019) “Engaging citizens in collective co-production — Insights from the Turnà a N’Domà (Back to the Future) project” TQM Total Quality Management (fascia A), Emeraldinsight, ISSN: 1754-2731
http://dx.doi.org/10.1108/TQM-02-2019-0040
Manna R., Cavallone M., Ciasullo M.V, Palumbo R. (2019): “Beyond the rhetoric of health tourism: shedding light on the reality of health tourism in Italy”, Current Issues in Tourism, DOI: 10.1080/13683500.2019.1650726 (Fascia A)
http://dx.doi.org/10.1080/13683500.2019.1650726
Cavallone M, Ciasullo M.V, Manna R. Douglas J. (2019) “Framing higher education quality from a business perspective: setting the conditions for enhanced value co-creation” – Studies in higher education, https://doi.org/10.1080/03075079.2019.1672644 (Fascia A)
http://dx.doi.org/10.1080/03075079.2019.1672644
Cavallone M., Manna R., Palumbo R.,(2019) “Filling in the gaps in higher education quality: An analysis of Italian students’ value expectations and perceptions” Journal of Educational Management, DOI 10.1108/IJEM-06-2019-018 (Fascia B)
http://dx.doi.org/10.1108/IJEM-06-2019-0189
2018
Cavallone, M; Andreini, D; Pedeliento, G; Magno, F: Legitimizing the contribution of marketing to firms’ success: An exploratory investigation of marketing professionals
Mercati e Competitività F. Angeli ISSN 1826-7386
http://dx.doi.org/10.3280/MC2018-002002
2017
Cavallone M. Magno F. Zucchi A. (2017) “Improving service quality in healthcare organisations through geomarketing statistical tools” TQM Total Quality Management (fascia A), Emeraldinsight, ISSN: 1754-2731
http://dx.doi.org/10.1108/TQM-12-2016-0104
Bowen M., Freidank J., Wannow S., Cavallone M. (2017) “Effect of perceived crisis response on consumers’ behavioral intentions during a company scandal – an intercultural perspective” pubblicato sul Journal of International Management (fascia A), Elsevier,
http://dx.doi.org/10.1016/j.intman.2017.12.001
Palumbo R., Annarumma C., Cavallone M. (2017) “Who empowers whom? The role of organizational health literacy in empowering patients”. Sinergie – Italian Journal of Management numero 104 ISSN 0393-5108
2016
Cavallone M., Modina M. (2016) “E-Tailing as evolution of distribution channel in Tourism” Sinergie– Italian Journal of Management N 100 ISSN 0393-5108 (vincitore Best Paper Award al convegno Toulon Verona di Palermo nel 2015)
2013
Cavallone M. Modina M. (2013) Il ruolo della comunicazione nella relazione tra banca e cliente IRTOP N.12 pagg.51-55 ISSN 2038-1441
Cavallone M. (2013) “From Adaptation to standardization: the positive cycle of cross cultural communication” SBR Southern Business Review (USA), James e. Davis, Jr., Editor, ISSN 0884-1373
Cavallone M. Modina M. (2013) “Customer perception of bank communication: evidence and implications”. Corporate Ownership & Control / Volume 10, Issue 4, Continued – 3 pag 299, 307, Sumy : Virtus Interpress , ISSN 1810-3057
2012
Cavallone M. Cassia F. (2012) “Co-design between consumers and companies: roles, created-exchanged value and reward systems” The Marketing Review 2012 vol. 12 N.2 pagg 199 218, Helensburgh : Westburn, 2000- ISSN 1469-347X
http://dx.doi.org/10.1362/146934712X13366562572548
Cavallone M.(2012), “La comunicazione culturalmente e cross-culturalmente customizzata: nuovi sviluppi teorici e analisi empirica su target di extracomunitari presenti in Italia”, Mercati e Competitività n. 3 2012, Franco Angeli editore, Milano, ISBN 1826-7386
2007
Cavallone M. (2007) Gestire la comunicazione di marketing nella società multiculturale: problemi aperti e implicazioni per il management Mercati e Competitività n. 1 2007,Franco Angeli editore, Milano ISSN 1826-7386
Chapter of Book
2016 Cavallone M., Magno F. “Prodotti di nicchia e sviluppo dei mercati internazionali. Il caso del consorzio del moscato di Scanzo” in Cultural Heritage e Made in Italy – casi ed esperienze di marketing internazionale (Napolitano MR., Marino V.) , Editoriale Scientifica ISBN 978-88-6342-856-8
Proceeding
Cross cultural communication in the tourist and leisure sector - Atti del convegno “quality in services” Salonicco (GR) 10th Toulon-Verona conference, 3 - 4 settembre 2007 ISDN 978-960-243-642-4
“Beyond retention” in banking services - Atti del convegno “quality in services” Firenze 11 th Toulon-Verona conference, 4-5 settembre 2008 ISDN 978-88-8453-855-0
“Tes marketing THE EXTRA STEP to be effective in the market place” MMA Marketing management association 2009 annual conference Chicago (U.S.A)18-20 Marzo 2009 Proceedings Donald P. Roy and John Cherry, Editors ISSN: 2325-3576
“The marketing of public services: a compared double analysis of the citizens’ expectations” atti del convegno internazionale QMOD Verona 27 – 29 Agosto 2009.
“The changing role of customer in the co-design process” (coautore con Fabio Cassia) MMA Marketing management association 2010 annual conference Chicago (U.S.A) 24 marzo 2010 Proceedings Donald P.Roy and John Cherry, Editors ISSN: 2325-3576
“Marketing and Communication: A cross-Cultural Approach” MMA Marketing management association 2010 annual conference Chicago (U.S.A) 24 march 2010 Proceedings Donald P.Roy and John Cherry, Editors ISSN: 2325-3576
“Early findings of the theories of codesign in the public sector: the Gorle case” 13th Toulon-Verona Conference “Organizational Excellence in Services”, Coimbra, Portugal, 2-4 september 2010, (ISBN 978-972-9344-04-6)
Cavallone M., Modina M., (2011). Empirical Evidence of the Effectiveness of a Network in Improving the Quality of Banking Services. In: Proceedings of The 2011 Naples Forum on Service "Service Dominant logic, Network & System Theory and Service Science: integrating three perspectives for a new service agenda". Capri, 14-17 June 2011, ISBN/ISSN: 978-88-7431-525-3
Cavallone M, Modina M., (2011). The Quality of Customer Relationship in Different Clusters of Italian Banks: Evidence and Implications. In: Proceedings of The 15th AMS Biennial World Marketing Congress "The Customer is NOT Always Right?” Marketing Orientations in a Dynamic Business World. Reims, Champagne, France, 19-23 July 2011, vol. XV, p. 880-884, ISBN/ISSN: 0-939783-15-0/0889-3071
Cavallone M, Modina M., (2011) Customers’ perception of banking services’ quality :an empirical evidence. In: Proceedings of the 14th Toulon-Verona Conference “Organizational
Excellence in Services”, Alicante, Spain, 1-3 September, pp. 1-11 (ISBN:
978-88904327-1-2).
Cavallone M, Modina M., (2011) Communication, customer relationship and value creation in the banking system: an empirical evidence In: Proceedings of the Sinergie – Euprera congress Milano 10th – 11th November 2011
Cavallone M. (2013) Culturally customized communication as a methodological approach to overcome the adaptation vs. standardization dilemma 16th TOULON – VERONA CONFERENCE Ljubljana August 30th and 31 st 2013 ISBN: 9788890432736
Cavallone M. Modina M. (2013) Communication as a key factor in banking customer relationship 16 th TOULON – VERONA CONFERENCE Ljubljana August 30th and 31st 2013 ISBN: 9788890432736
Cavallone M.(2014)The I.T.E.R. Marketing model: a proposal for a new approach to consumer behaviour 17 th TOULON – VERONA CONFERENCE Liverpool August 28th and 29th 2014 ISBN: 9788890432743
Cavallone M.(2014) The marketing of public services: a NEW comparative analysis of citizens’ expectations 17 th TOULON – VERONA CONFERENCE Liverpool August 28th and 29th 2014 ISBN: 9788890432743
Cavallone M., Modina M., Bonometti G.M. (2015) La valorizzazione del patrimonio turistico-culturale: l’analisi delle opportunità offerte dalla Bre.Be.Mi. al territorio Sinergie XXVII convegno annuale. Termoli 9-10 luglio 2015 ISBN 9788890739453
Cavallone M., Modina M. (2015) E-Tailing as evolution of distribution channel in torurism 18 th TOULON – VERONA CONFERENCE - Palermo 31 August 1st September 2015 ISBN 9788890432750 (Vincitore Best Paper Award) (vedasi Allegato 8.A)
Cavallone M., Modina M. (2015) The tourism industry between real and digital world convegno annuale Simktg 22 e 23 ottobre 2015, Torino, Il marketing al servizio delle città. Beni culturali e rivitalizzazione urbana ISBN 978-88-907662-4-4
Cavallone M., Freidank J., Bowen M, Ubiali E.(2016) An Italian perspective of “Dieselgate” related to Volkswagen’s brand image” 19 th TOULON – VERONA CONFERENCE Huelva 5-6 september 2016 ISBN 9788890432767
Annarumma C., Palumbo R., Cavallone M., (2016): “Empowering patients by empowering health care organizations:a comparative study” 19 th TOULON – VERONA CONFERENCE Huelva 5-6 september 2016 ISBN 9788890432767(vincitore Best Paper Award)
Annarumma C. Palumbo R. Cavallone M.(2017) From Drug Dispenser to Health Dispenser: The New Role of Pharmacists in Enabling Patients Convegno Sinergie Napoli 15 e 16 Giugno 2017 ISBN 97888907394-8-4.
Cavallone M., (2017)The role of collaboration in the internationalization of a niche product:
the case of “Moscato di Scanzo” wine XX Toulon Verona Conference Verona 7 e 8 Settembre 2017 ISBN 9788890432774
Cavallone M., Manna R., Ciasullo M.V, Palumbo R.,(2019) “A dualistic interpretation of value in higher education: Comparing students and academics’ perspectives” Conference Proceedings Excellence in Services , 22nd International Conference, Thessaloniki (Greece) 29 and 30 August 2019 ISBN 9788890432798
Manna R., Palumbo R., Cavallone M.,(2019) “Putting higher education services’ quality at work: The employability of Italian doctors of philosophy” Conference Proceedings Excellence in Services , 22nd International Conference, Thessaloniki (Greece) 29 and 30 August 2019 ISBN 9788890432798
other papers
Gestire la comunicazione di marketing nella società’ multiculturale: problemi aperti e implicazioni per il management n°4/2006
Stewarding Marketing communication in multicultural settings n°4/2008
Creazione e scambio di valore nella coprogettazione cliente impresa (con Fabio Cassia) n° 7/2009
La Strategia operativa dell'azienda (su "L'Eco di Bergamo" 17.02) 1986
Le Strategie alternative nelle decisioni aziendali (su "L'Eco di Bergamo" 3.03) 1986
Organizzazione e Marketing dei servizi (su "S.L. Magazine" Num. 1 Marzo) 1991
Il presidio marketing nella banca del terzo millennio (Banche e Banchieri) 1997
Vendere nell’era della complessità
(su “Direzione del Personale” Rivista A.I.D.P. MI) 2000