Cristina Mele, Ph.D., is Full Professor at University of Naples “Federico II”. She is the coordinator of Ph.D. in Management. She has more than 180 publications and has articles in Journal of 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 Ser- vice 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.