Tiziana Russo Spena is Assistant Professor at University of Naples “Federico II”. She obtained her PhD in Management and Economics in 2002. Her main areas of interest are innovation and management. She has attended several international conferences and published in Italian journals and international journals, including International Journal of Technology Management, International Journal of Retail & Distribution Management, British Food Journal, International Journal of Product Innovation Management and International Journal of Quality and Service Science. Cristina Mele, PhD, is Full Professor at University of Naples “Federico II”. She is the coordinator of PhD in Management. She has published more than 150 publications and has articles in Journalof The Academy of Marketing Science, Journal of Business Research, Industrial Marketing Management, Journal of Service Management, Journal of Retailing and Consumer Services, Journal of Business Market Management, Service Science, International Journal of Quality and Reliability Management, Managing Service Quality, Journal of Customer Behaviour and International Journal of Quality and Service Science. She is one of the co-chairs of The Naples Forum on Service.Maaria Nuutinen is a doctor of psychology (University of Helsinki) and she acts as a team manager for “Organisation development and renewal” – research team at VTT – the Technical Research Centre of Finland. She has over 13 years experience of studying working practices and organisational culture in a different kind of technological working environments.