Sara Valentini is Associate Professor of Marketing at the School of Economics and Management, University of Bologna, where she teaches Marketing, Social Media Marketing, and Marketing Models. Her area of expertise is in the measurement and analysis of marketing effectiveness and customer profitability, especially in the fields of omni-channel marketing and customer relationship management. She has additional expertise in customer satisfaction and service recovery. She has been the Italian Executive Member of the European Marketing Academy (EMAC), she is an Executive Member of the Internationalization Committee of the Italian Marketing Academy (SIM). Sara's research has appeared in Journal of Marketing, Marketing Science, Journal of the Academy of Marketing Science, Psychology & Marketing, MIT press. She holds a Degree (Laurea) cum laude in Statistics and a Ph.D. in General Management, University of Bologna. She was visiting scholar (2007) at the Tuck school of Business, Dartmouth College (USA).