The temporal pattern of customer satisfaction: a construal-level approach

Customer satisfaction has been traditionally studied and measured regardless of the time elapsed since the purchase. Some studies have recently reopened the debate about the temporal pattern of satisfaction. This research aims to explain why “how you evaluate a service depends on when you evaluate it” on the basis of the theoretical framework proposed by Construal-Level Theory (CLT). Although an empirical investigation is still lacking, the literature does not deny that CLT can be applied also with regard to past events. Moreover, some studies support the idea that satisfaction is a good predictor of future intentions, while others do not. On the basis of CLT, we argue that these inconsistent results are due to the different construal levels of the information pertaining to retrospective and prospective evaluations. Building on the Two-Factor Theory, we explain the persistence of certain attributes’ representations over time according to their relationship with overall performance. We present and discuss three experiments and one field study that were conducted a) to test the extensibility of CLT to past events, b) to disentangle memory and construal effects, c) to study the effect of different temporal perspective on overall satisfaction judgements, and d) to investigate the temporal shift of the determinants of customer satisfaction as a function of temporal distance.

Continuity and Change in New Products

This doctoral dissertation is triggered by an emergent problem: how can firms reinvent themselves? Continuity- and change-oriented decisions fundamentally shape overtime the activities and potential revenues of organizations and other adaptive systems, but both types of actions draw upon limited resources and rely on different organizational routines and capabilities. Most organizations appear to have difficulties in making tradeoffs, so that it is easier to overinvest in one of them than to successfully achieve a mixture of both. Nevertheless, theory and empirical evidence suggest that too little of either may reduce performance, indicating a need to learn more about how organizations reconcile these tensions. In the first paper, I moved from the consideration that rapid changes in competitive environments increasingly require firms to be “ambidextrous” implementing organizational mechanisms and structures that allow continuity- and change-oriented activities to be engaged at the same time. More specifically, I show that continuity- and change-related decisions can’t be confined either inside or outside the firm, but span overtime across distinct decision domains located within and beyond the organizational boundaries. Reconciling static and dynamic perspectives of ambidexterity, I conceptualize a firm’s strategy as a bundle of decisions about product attributes and components of the production team, proposing a multidimensional and dynamic model of structural ambidexterity that explains why and how firms could manage conflicting pressures for continuity and change in the context of new products. In the second study I note how rigorous systematic evidence documenting the success of ambidextrous organizations is lacking, and there has been very little investigation of how firms deal with continuity and change in new products. How to manage the transition form a successful product to another? What to change and what to keep? Incumbents that deal with series of products over time need to update their offerings in order to have the most relevant attributes to prospect clients without disappoint the current customer base. They need to both match and anticipate consumers’ preferences, blending something old with something new to satisfy the current demand and enlarge the herd by appealing to newer audiences. This paper contributes to strategic renewal and ambidexterity-related research with the first empirically assessment of a positive consumer response to ambidexterity in new products. Also, this study provides a practical method to monitor overtime the degree to which a brand or a firm is continuity- or change- oriented and evaluate different strategy profiles across two decision domains that play a pivotal role in new products: product attributes and components of the production team.

Le Finanziarie regionali come operatori di private equity

Obiettivo del presente lavoro è approntare un’analisi interpretativa dell’operatività dalle Finanziarie regionali, valutarne gli investimenti in capitale di rischio e, in particolare, l’attività di private equity, evidenziando le tendenze in atto, i possibili percorsi evolutivi e le eventuali criticità. La metodologia adottata ha previsto un’articolazione del lavoro lungo due principali direttive: un’analisi di tipo quantitativo sui bilanci di sette esercizi (dal 2002 al 2008), con la finalità di indagare nel dettaglio gli aspetti economici, finanziari e patrimoniali delle Finanziarie regionali attive sul territorio italiano; un’analisi qualitativa basata su un’approfondita rassegna della letteratura internazionale e su interviste mirate ad un campione ampiamente rappresentativo della popolazione osservata. I risultati raggiunti fanno ragionevolmente supporre che sia in atto una profonda ristrutturazione dell’intero sistema delle Finanziarie, che ha visto innanzitutto aumentare il controllo pubblico nella compagine sociale. L’indagine contabile ha permesso di identificare la presenza di due modelli di business ben differenziati: alcune Finanziarie sono orientate ad attività con forte contenuto di intermediazione finanziaria; altre invece sono focalizzate sull’attività di erogazione di servizi sia finanziari di consulenza che reali. L’investimento in capitale di rischio costituisce un attività centrale per le Finanziarie regionali; l’analisi dedicata a tali impieghi ha permesso di individuare, tra esse, alcune realtà tipiche del merchant banking, e più di frequente, del modello di holding. Complessivamente le Finanziarie campionate detengono oltre 400 partecipazioni per un valore che supera 1,7 miliardi di euro; prevalentemente concentrati su una ristretta cerchia di realtà spesso con impatto strategico sul territorio, ovvero strumentali. Segnatamente all’attività di private equity, è stato possibile rilevare come la politica d’investimento delle Finanziarie regionali sia complementare rispetto a quella mediamente espressa dal mercato domestico, anche se restano critici, anche per le Finanziarie, gli investimenti su imprese target con fatturato compreso tra 2 e 10 milioni di euro. Le evidenze circa la struttura dei contratti segnalano una parziale conformità alla best practice individuata dalla letteratura internazionale. In particolare l’uso limitato dello stage financing, la bassa partecipazione alla gestione sono le principali criticità individuate. Infine, della fase di riorganizzazione che pare interessare il sistema delle Finanziarie, si trova conferma nella percezione dei suoi operatori. Interpellati sul futuro dell’attività di investimento in capitale di rischio, hanno fornito indicazioni che consentono di concludere l’esistenza di una polarizzazione delle Finanziarie su due gruppi: da un lato quelle che implementeranno, più o meno, l’attività di private equity, dall’altro quelle che, viceversa, abbandoneranno tale strumento. La normativa sulle società a partecipazione pubblica regionale e la scarsa autonomia nella gestione delle misure affidate sono ritenute, dalle Finanziarie “interessate”, il principale fattore di freno alla loro crescita nel mercato del private equity.

Chemical characterization of atmospheric secondary organic aerosol of biogenic and anthropogenic origin

The main objective of this thesis was the chemical characterization of synthetic secondary organic aerosol (SOA) produced from atmospherically relevant anthropogenic and biogenic VOCs during reaction chamber experiments. In parallel, the resulting chemical features of these laboratory-SOA were used to interpret the composition of ambient samples of atmospheric fine particulate matter collected at several sites in Europe, in order to determine the fraction of ambient aerosol organic mass accounted for by biogenic and anthropogenic SOA.

Bio-physical interactions and feedbacks in a global climate model

This PhD thesis addresses the topic of large-scale interactions between climate and marine biogeochemistry. To this end, centennial simulations are performed under present and projected future climate conditions with a coupled ocean-atmosphere model containing a complex marine biogeochemistry model. The role of marine biogeochemistry in the climate system is first investigated. Phytoplankton solar radiation absorption in the upper ocean enhances sea surface temperatures and upper ocean stratification. The associated increase in ocean latent heat losses raises atmospheric temperatures and water vapor. Atmospheric circulation is modified at tropical and extratropical latitudes with impacts on precipitation, incoming solar radiation, and ocean circulation which cause upper-ocean heat content to decrease at tropical latitudes and to increase at middle latitudes. Marine biogeochemistry is tightly related to physical climate variability, which may vary in response to internal natural dynamics or to external forcing such as anthropogenic carbon emissions. Wind changes associated with the North Atlantic Oscillation (NAO), the dominant mode of climate variability in the North Atlantic, affect ocean properties by means of momentum, heat, and freshwater fluxes. Changes in upper ocean temperature and mixing impact the spatial structure and seasonality of North Atlantic phytoplankton through light and nutrient limitations. These changes affect the capability of the North Atlantic Ocean of absorbing atmospheric CO2 and of fixing it inside sinking particulate organic matter. Low-frequency NAO phases determine a delayed response of ocean circulation, temperature and salinity, which in turn affects stratification and marine biogeochemistry. In 20th and 21st century simulations natural wind fluctuations in the North Pacific, related to the two dominant modes of atmospheric variability, affect the spatial structure and the magnitude of the phytoplankton spring bloom through changes in upper-ocean temperature and mixing. The impacts of human-induced emissions in the 21st century are generally larger than natural climate fluctuations, with the phytoplankton spring bloom starting one month earlier than in the 20th century and with ~50% lower magnitude. This PhD thesis advances the knowledge of bio-physical interactions within the global climate, highlighting the intrinsic coupling between physical climate and biosphere, and providing a framework on which future studies of Earth System change can be built on.

Use of solvents and environmental friendly materials for applications in Green Chemistry

The present Thesis studies three alternative solvent groups as sustainable replacement of traditional organic solvents. Some aspects of fluorinated solvents, supercritical fluids and ionic liquids, have been analysed with a critical approach and their effective “greenness” has been evaluated from the points of view of the synthesis, the properties and the applications. In particular, the attention has been put on the environmental and human health issues, evaluating the eco-toxicity, the toxicity and the persistence, to underline that applicability and sustainability are subjects with equal importance. The “green” features of fluorous solvents and supercritical fluids are almost well-established; in particular supercritical carbon dioxide (scCO2) is probably the “greenest” solvent among the alternative solvent systems developed in the last years, enabling to combine numerous advantages both from the point of view of industrial/technological applications and eco-compatibility. In the Thesis the analysis of these two classes of alternative solvents has been mainly focused on their applicability, rather than the evaluation of their environmental impact. Specifically they have been evaluated as alternative media for non-aqueous biocatalysis. For this purpose, the hydrophobic ion pairing (HIP), which allows solubilising enzymes in apolar solvents by an ion pairing between the protein and a surfactant, has been investigated as effective enzymatic derivatisation technique to improve the catalytic activity under homogeneous conditions in non conventional media. The results showed that the complex enzyme-surfactant was much more active both in fluorous solvents and in supercritical carbon dioxide than the native form of the enzyme. Ionic liquids, especially imidazolium salts, have been proposed some years ago as “fully green” alternative solvents; however this epithet does not take into account several “brown” aspects such as their synthesis from petro-chemical starting materials, their considerable eco-toxicity, toxicity and resistance to biodegradation, and the difficulty of clearly outline applications in which ionic liquids are really more advantageous than traditional solvents. For all of these reasons in this Thesis a critical analysis of ionic liquids has been focused on three main topics: i) alternative synthesis by introducing structural moieties which could reduce the toxicity of the most known liquid salts, and by using starting materials from renewable resources; ii) on the evaluation of their environmental impact through eco-toxicological tests (Daphnia magna and Vibrio fischeri acute toxicity tests, and algal growth inhibition), toxicity tests (MTT test, AChE inhibition and LDH release tests) and fate and rate of aerobic biodegradation in soil and water; iii) and on the demonstration of their effectiveness as reaction media in organo-catalysis and as extractive solvents in the recovery of vegetable oil from terrestrial and aquatic biomass. The results about eco-toxicity tests with Daphnia magna, Vibrio fischeri and algae, and toxicity assay using cultured cell lines, clearly indicate that the difference in toxicity between alkyl and oxygenated cations relies in differences of polarity, according to the general trend of decreasing toxicity by decreasing the lipophilicity. Independently by the biological approach in fact, all the results are in agreement, showing a lower toxicity for compounds with oxygenated lateral chains than for those having purely alkyl lateral chains. These findings indicate that an appropriate choice of cation and anion structures is important not only to design the IL with improved and suitable chemico-physical properties but also to obtain safer and eco-friendly ILs. Moreover there is a clear indication that the composition of the abiotic environment has to be taken into account when the toxicity of ILs in various biological test systems is analysed, because, for example, the data reported in the Thesis indicate a significant influence of salinity variations on algal toxicity. Aerobic biodegradation of four imidazolium ionic liquids, two alkylated and two oxygenated, in soil was evaluated for the first time. Alkyl ionic liquids were shown to be biodegradable over the 6 months test period, and in contrast no significant mineralisation was observed with oxygenated derivatives. A different result was observed in the aerobic biodegradation of alkylated and oxygenated pyridinium ionic liquids in water because all the ionic liquids were almost completely degraded after 10 days, independently by the number of oxygen in the lateral chain of the cation. The synthesis of new ionic liquids by using renewable feedstock as starting materials, has been developed through the synthesis of furan-based ion pairs from furfural. The new ammonium salts were synthesised in very good yields, good purity of the products and wide versatility, combining low melting points with high decomposition temperatures and reduced viscosities. Regarding the possible applications as surfactants and biocides, furan-based salts could be a valuable alternative to benzyltributylammonium salts and benzalkonium chloride that are produced from non-renewable resources. A new procedure for the allylation of ketones and aldehydes with tetraallyltin in ionic liquids was developed. The reaction afforded high yields both in sulfonate-containing ILs and in ILs without sulfonate upon addition of a small amount of sulfonic acid. The checked reaction resulted in peculiar chemoselectivity favouring aliphatic substrates towards aromatic ketones and good stereoselectivity in the allylation of levoglucosenone. Finally ILs-based systems could be easily and successfully recycled, making the described procedure environmentally benign. The potential role of switchable polarity solvents as a green technology for the extraction of vegetable oil from terrestrial and aquatic biomass has been investigated. The extraction efficiency of terrestrial biomass rich in triacylglycerols, as soy bean flakes and sunflower seeds, was comparable to those of traditional organic solvents, being the yield of vegetable oils recovery very similar. Switchable polarity solvents as been also exploited for the first time in the extraction of hydrocarbons from the microalga Botryococcus braunii, demonstrating the efficiency of the process for the extraction of both dried microalgal biomass and directly of the aqueous growth medium. The switchable polarity solvents exhibited better extraction efficiency than conventional solvents, both with dried and liquid samples. This is an important issue considering that the harvest and the dewatering of algal biomass have a large impact on overall costs and energy balance.

Towards Rapid Environmental Assessment and Coastal Forecasting in the Northern Adriatic Sea

A new Coastal Rapid Environmental Assessment (CREA) strategy has been developed and successfully applied to the Northern Adriatic Sea. CREA strategy exploits the recent advent of operational oceanography to establish a CREA system based on an operational regional forecasting system and coastal monitoring networks of opportunity. The methodology wishes to initialize a coastal high resolution model, nested within the regional forecasting system, blending the large scale parent model fields with the available coastal observations to generate the requisite field estimates. CREA modeling system consists of a high resolution, O(800m), Adriatic SHELF model (ASHELF) implemented into the Northern Adriatic basin and nested within the Adriatic Forecasting System (AFS) (Oddo et al. 2006). The observational system is composed by the coastal networks established in the framework of ADRICOSM (ADRiatic sea integrated COastal areaS and river basin Managment system) Pilot Project. An assimilation technique exerts a correction of the initial field provided by AFS on the basis of the available observations. The blending of the two data sets has been carried out through a multi-scale optimal interpolation technique developed by Mariano and Brown (1992). Two CREA weekly exercises have been conducted: the first, at the beginning of May (spring experiment); the second in middle August (summer experiment). The weeks have been chosen looking at the availability of all coastal observations in the initialization day and one week later to validate model results, verifying our predictive skills. ASHELF spin up time has been investigated too, through a dedicated experiment, in order to obtain the maximum forecast accuracy within a minimum time. Energetic evaluations show that for the Northern Adriatic Sea and for the forcing applied, a spin-up period of one week allows ASHELF to generate new circulation features enabled by the increased resolution and its total kinetic energy to establish a new dynamical balance. CREA results, evaluated by mean of standard statistics between ASHELF and coastal CTDs, show improvement deriving from the initialization technique and a good model performance in the coastal areas of the Northern Adriatic basin, characterized by a shallow and wide continental shelf subject to substantial freshwater influence from rivers. Results demonstrate the feasibility of our CREA strategy to support coastal zone management and wish an additional establishment of operational coastal monitoring activities to advance it.

El Niño southern oscillation and its effect on fog oases along the Peruvian and Chilean coastal deserts

Fog oases, locally named Lomas, are distributed in a fragmented way along the western coast of Chile and Peru (South America) between ~6°S and 30°S following an altitudinal gradient determined by a fog layer. This fragmentation has been attributed to the hyper aridity of the desert. However, periodically climatic events influence the ‘normal seasonality’ of this ecosystem through a higher than average water input that triggers plant responses (e.g. primary productivity and phenology). The impact of the climatic oscillation may vary according to the season (wet/dry). This thesis evaluates the potential effect of climate oscillations, such as El Niño Southern Oscillation (ENSO), through the analysis of vegetation of this ecosystem following different approaches: Chapters two and three show the analysis of fog oasis along the Peruvian and Chilean deserts. The objectives are: 1) to explain the floristic connection of fog oases analysing their taxa composition differences and the phylogenetic affinities among them, 2) to explore the climate variables related to ENSO which likely affect fog production, and the responses of Lomas vegetation (composition, productivity, distribution) to climate patterns during ENSO events. Chapters four and five describe a fog-oasis in southern Peru during the 2008-2010 period. The objectives are: 3) to describe and create a new vegetation map of the Lomas vegetation using remote sensing analysis supported by field survey data, and 4) to identify the vegetation change during the dry season. The first part of our results show that: 1) there are three significantly different groups of Lomas (Northern Peru, Southern Peru, and Chile) with a significant phylogenetic divergence among them. The species composition reveals a latitudinal gradient of plant assemblages. The species origin, growth-forms typologies, and geographic position also reinforce the differences among groups. 2) Contradictory results have emerged from studies of low-cloud anomalies and the fog-collection during El Niño (EN). EN increases water availability in fog oases when fog should be less frequent due to the reduction of low-clouds amount and stratocumulus. Because a minor role of fog during EN is expected, it is likely that measurements of fog-water collection during EN are considering drizzle and fog at the same time. Although recent studies on fog oases have shown some relationship with the ENSO, responses of vegetation have been largely based on descriptive data, the absence of large temporal records limit the establishment of a direct relationship with climatic oscillations. The second part of the results show that: 3) five different classes of different spectral values correspond to the main land cover of Lomas using a Vegetation Index (VI). The study case is characterised by shrubs and trees with variable cover (dense, semi-dense and open). A secondary area is covered by small shrubs where the dominant tree species is not present. The cacti area and the old terraces with open vegetation were not identified with the VI. Agriculture is present in the area. Finally, 4) contrary to the dry season of 2008 and 2009 years, a higher VI was obtained during the dry season of 2010. The VI increased up to three times their average value, showing a clear spectral signal change, which coincided with the ENSO event of that period.

Development of oil spill detection techniques for satellite optical sensors and their application to monitor oil spill discharge in Mediterranean sea

Satellite remote sensing has proved to be an effective support in timely detection and monitoring of marine oil pollution, mainly due to illegal ship discharges. In this context, we have developed a new methodology and technique for optical oil spill detection, which make use of MODIS L2 and MERIS L1B satellite top of atmosphere (TOA) reflectance imagery, for the first time in a highly automated way. The main idea was combining wide swaths and short revisit times of optical sensors with SAR observations, generally used in oil spill monitoring. This arises from the necessity to overcome the SAR reduced coverage and long revisit time of the monitoring area. This can be done now, given the MODIS and MERIS higher spatial resolution with respect to older sensors (250-300 m vs. 1 km), which consents the identification of smaller spills deriving from illicit discharge at sea. The procedure to obtain identifiable spills in optical reflectance images involves removal of oceanic and atmospheric natural variability, in order to enhance oil-water contrast; image clustering, which purpose is to segment the oil spill eventually presents in the image; finally, the application of a set of criteria for the elimination of those features which look like spills (look-alikes). The final result is a classification of oil spill candidate regions by means of a score based on the above criteria.

Chemical analysis and reactivity of biomass pyrolysis products. Application to the development of carbon-neutral biofuels and chemicals

In this dissertation the pyrolytic conversion of biomass into chemicals and fuels was investigated from the analytical point of view. The study was focused on the liquid (bio-oil) and solid (char) fractions obtainable from biomass pyrolysis. The drawbacks of Py-GC-MS described so far were partially solved by coupling different analytical configurations (Py-GC-MS, Py-GC-MIP-AED and off-line Py-SPE and Py-SPME-GC-MS with derivatization procedures). The application of different techniques allowed a satisfactory comparative analysis of pyrolysis products of different biomass and a high throughput screening on effect of 33 catalysts on biomass pyrolysis. As the results of the screening showed, the most interesting catalysts were those containing copper (able to reduce the high molecular weight fraction of bio-oil without large yield decrease) and H-ZSM-5 (able to entirely convert the bio-oil into “gasoline like” aromatic products). In order to establish the noxious compounds content of the liquid product, a clean-up step was included in the Py-SPE procedure. This allowed to investigate pollutants (PAHs) generation from pyrolysis and catalytic pyrolysis of biomass. In fact, bio-oil from non-catalytic pyrolysis of biomass showed a moderate PAHs content, while the use of H-ZSM-5 catalyst for bio-oil up-grading determined an astonishing high production of PAHs (if compared to what observed in alkanes cracking), indicating an important concern in the substitution fossil fuel with bio-oil derived from biomass. Moreover, the analytical procedures developed in this thesis were directly applied for the detailed study of the most useful process scheme and up-grading route to chemical intermediates (anhydrosugars), transportation fuels or commodity chemicals (aromatic hydrocarbons). In the applied study, poplar and microalgae biomass were investigated and overall GHGs balance of pyrolysis of agricultural residues in Ravenna province was performed. A special attention was put on the comparison of the effect of bio-char different use (fuel or as soil conditioner) on the soil health and GHGs emissions.

Pharmaceutical residues in aquatic systems: mode of action and effects on mussel physiology

Pharmaceutical residues contaminate aquatic ecosystems as a result of their widespread human and veterinary usage. Since continuously released and not efficiently removed, certain pharmaceuticals exhibit pseudo-persistence thus generating concerns for the health of aquatic wildlife. This work aimed at assessing on mussels Mytilus galloprovincialis, under laboratory conditions, the effects of three pharmaceuticals, carbamazepine (antiepileptic), propranolol (β-blocker) and oxytetracycline (antibiotic), to evaluate if the human-based mode of action of these molecules is conserved in invertebrates. Furthermore, in the framework of the European MEECE Programme, mussels were exposed to oxytetracycline and copper at increasing temperatures, simulating variations due to climate changes. The effects of these compounds were assessed evaluating a battery of biomarkers, the expression of HSP70 proteins and changes in cAMP-related parameters. A decrease in lysosomal membrane stability, induction of oxidative stress, alterations of cAMP-dependent pathway and the induction of defense mechanisms were observed indicating the development of a stress syndrome, and a worsening in mussels health status. Data obtained in MEECE Programme confirmed that the toxicity of substances can be enhanced following changes in temperature. The alterations observed were obtained after exposure to pharmaceuticals at concentrations sometimes lower than those detected in the aquatic environment. Hence, further research is advisable regarding subtle effects of pharmaceuticals on non-target organisms. Furthermore, results obtained during a research stay in the laboratories of Cádiz University (Spain) are presented. The project aimed at measuring possible effects of polluted sediments in Algeciras Bay (Spain) and in Cádiz Bay, by assessing different physiological parameters in caged crabs Carcinus maenas and clams Ruditapes decussatus exposed in situ for 28 days. The neutral red retention assay was adapted to these species and proved to be a sensitive screening tool for the assessment of sediment quality.