Giacomo Marzi

Ten years of conflict management research 2007-2017

Purpose - The purpose of this study is to map the intellectual structure of conflict management nstudies by investigating the key themes, concepts and their relationships for the period 2007– n2017. The study updates the previous decade (1997-2006) investigation by Ma et al. (2008) to nreflect the increased publication efforts in the field. n nDesign/methodology/approach - Bibliometric analysis was used to trace the development path nof the extant literature. The study included: activity indicators, such as distribution of articles and nmost-cited journals; relationship indicators, such as co-author analysis and keyword analysis, and nthe mapping of the theoretical foundations. n nFindings - The analysis identified five key themes that help to track the direction of conflict nmanagement research: negotiation, mediation, trust, conflict management styles, and nperformance. n nOriginality/value - These themes show a wider diversification of topics in the field than in the npast, corroborating previous results about the reputation and maturity of conflict management as nan independent scientific field of research. This study will help scholars to improve their nunderstanding of the evolution of conflict management studies and the direction that conflict nmanagement research is taking identifying available avenues for future research.

The impact of technologies on visitors' experience personalization: a case study

The paper aims at analyzing the potential of digital technologies of communication concerning the personalization of cultural heritage visitors experience. For this purpose, a single case study was conducted. Specifically, we analyzed a digital technology named Mnemosyne, which is installed in the National Museum of Bargello (Florence, Italy). Findings reveal how digital technologies allow the personalization of visitors experience of heritage since those technologies are able to interpret the movements and interests of visitors. Moreover, the study highlights that such technologies affect the overall experience in a positive manner, hence they also may become instrumental in valorizing cultural heritage patrimony. Thus, moving from empirical findings, this study stresses some implications of the potential of digital technologies as instruments of cultural heritage experiential marketing, as well as some suggestions for future researches on this particular topic.