Best Papers

20^thExcellence in Services International Conference at Verona (2017)

• City Image: Comparing residents’ and tourists’ perceived image of Verona
  Baratta R., Cassia F., Vigolo V., Ugolini M.
• Transformative Service Research in the hospitality industry: The case of the “Albergo Diffuso”
  Galeone A., Sebastiani R.
• The interplay between customer experience and customer loyalty: Which touchpoints matter?
  Ieva M., Ziliani C.
• Digitalization and servitization: opportunities and challenges for Italian SMES
  Paiola M.
• Realizing excellence in health care: the relationship between health literacy, self-efficacy, awareness and health services’ use
  Palumbo R., Annaruma C., Musella M., Adinolfi P.

---

19^thToulon-Verona Conference “Excellence in Services” at Huelva (2016)

• Empowering patients by empowering health care organizations: a comparative study
  Annaruma C., Palumbo R., Cavallone M.
• Improving the quality of information exchange among top managers
  Giaretta E., Castellani P., Garofalo A.
• A T-shaped model for rethinking higher education programs
  Saviano M., Polese F., Caputo F., Walletzky L.
• Knowledge management: an asset for managing change?
  Vallat D., Bayart C., Bertezene S., Martin J.

---

18^th Toulon-Verona Conference “Excellence in Services” at Palermo (2015) 

under construction

• Social responsibility in the medical and social sector: the exmaple of France
  Bertezene-Bayart-Vallat-Martin
• Does social couponing stimulate positive E-word-of-mouth and referrals?
  Cassia-Magno-Ugolini
• E-tailing as an evolution of the distribution channel in tourism
  Cavallone-Modina
• Scholarly management journals: Are they relevant for practitioners? Results of a pilot study
  Giaretta-Brunetti-Minozzo-Rossato-Castellani-Baccarani-Bonfanti
• Towards a perfect learning process. – Where is Sweden?
  Isaksson-Yamamoto-Garvare
• Implementing clusters for economic development in emerging economies: the case of Luong Bamboo sector in Thanh Hoa province, Vietnam
  Nguyen Ngoc Dung-Martin
• How universities institutionalize ‘good’ managerial practices? Some evidence from the Italian cultural sector
  Nigro-Ianuzzi-Petracca

---

17^th Toulon-Verona Conference “Excellence in Services” at Liverpool (2014)

• Performance journey mapping: Evaluation of a service performance assessment
  Höber A., Pergler E., Weitlaner D., Grashsl H.-P.
• Service-based vs. Goods-based positioning of the offering: Effects on customer perceived value
  Cassia F., Ugolini M., Cobelli N., Gill L.
• An international study of the impact of B2C logistics service quality on shopper satisfaction and loyalty
  Grant D.B., Philipp B.
• Local vs. Global social couponing sites: a study of merchants’ satisfaction
  Magno F., Cassia F., Ugolini M.
• The influence of green innovation in logistics competitiveness and sustainability. The DHL case study
  Cosimato S., Troisi O.
• The drug logistics between efficiency and safety for patients: The experience of an Italian region
  Pinna R., Carrus P.P., Marras F.
• Customer education, evaluation skill and perceived value: A theoretical framework
  Bonfanti A., Brunetti F.

---

16^th Toulon-Verona Conference “Excellence in Services” at Ljubljana (2013)

• Serious Games: Leverage for Knowledge Management
  Bayart C., Bertezene S., Martin J., Vallat D.
• Social Media Marketing in the Wellness Industry
  Lagrosen S., Grundén K.
• Strategic Planning and Benchmarking Perceptions and Concerns from Public and Private Western Balkan Universities
  Papadimitriou A.
• Efficiency Levels of Public Sector Units – Empirical Analysis for Local Jurisdictions in Slovenia
  Pevcin P.
• A 5 Senses Perspective to Quality in Hospitals
  Baccarani C., Ugolini M.
• Loyalty and Switching Behavior among Corporate Energy Customers: A Study in the Italian Context
  Vigolo V., Cassia F.
• Service quality kaizen blitz: the road to improving customer satisfaction
  Teehan R., Tucker W.

---

15^th Toulon-Verona Conference “Excellence in Services” at Rishon Lezion (2012)

• Services Branding: Is it a Matter of Gender?
  Ugolini M., Cassia F., Vigolo V.
• Optimising the pathway for an organisational change management program
  Cocks G.
• The last minute market model: An innovative service of efficient assortment management in a sustainability perspective
  Bonfanti A., Brunetti F., Castellani P.
• Improving the quality of services at the University of Oviedo
  Suárez A.A., Albañil P., Alonso J., Martís R., Catalán C., Pascual M.G.

---

14^th Toulon-Verona (ICQSS) Conference “Excellence in Services” at Alicante (2011)

• The creation of sustainable value in SMEs: a case study
  Ciasullo M, Troisi O.
• Co-Innovation in Creative Intensive Business Services: The Role of Clients in Advertising Agencies’ Innovation Processes
  Masiello B., Marasco A., Izzo F.
• Schools Self-Assessment: A Study on the Levels of Stakeholders’ Involvement in the Process
  Moura e Sá P., Maia I.
• Tourism Enterprises and Sustainable Tourism: Empirical Evidence from the Province of Pesaro Urbino
  Splendiani S., Pencarelli T., Dini M.
• Teaching Innovation Projects Associated with the Introduction of the new Information Technologies (ICTS) Improve Expected Educational Results: The Case of Engineering Studies at the University of Oviedo
  Suárez A., Pascual M., Alonso J., Fuentes R., Catalán C., Martís R.
• Approaches for Reducing Medical Errors and Increasing Patient Safety: TRM, Quality and 5QS Method
  Zineldin M., Zineldin J., Vasicheva V.

---

13^th Toulon-Verona (ICQSS) Conference “Excellence in Services” at Coimbra (2010)

• Which Quality for System Competitiveness? The “Long-Tail” Touristic Service Case
  Pilotti L., Tedeschi-Toschi A., Apa R.
• From Industrial Museums to Cultural Industry. An Empirical Exploration of how this Heritage is being Safeguarded by the Members of Museimpresa
  Castellani P., Rossato C., Ciarmela L.
• Alliances and Groupings in the Local Public Transportation Sector: A Preliminary Survey of Strategic Motivations
  Danovi A., Karletsos D.
• Board Compensation in the Italian Public Utilities
  Menozzi A., Erbetta F., Fraquelli G.
• Distances in Public Administrators’ and Elected Officials’ Perspectives on Services Quality: Exploring the Implications for Citizens’ Role in Quality Improvement Processes
  Cassia Fabio, Magno F.

---

12^th Toulon-Verona (ICQSS) Conference “Excellence in Services” at Verona (2009)

• A Set of Statistical Techniques to Implement Continuous Improvement: Outcomes of a Citizen’s Satisfaction Survey
  Cappelli L., Guglielmetti R., Mattia G., Merli R., Renzi M.F.
• Emerging Concepts for Implementing Strategy
  Cocks G.
• Market Orientation and Adoption of Quality Management Tools in Greek Universities
  Papadimitriou A., Westerheijden D.
• New Enterprise Models: Trial Runs of “Capitalism with a Human Face”
  Brunetti F.

---

11^th Toulon-Verona Conference “Excellence in Services” at Florence (2008)

• The Application of Quality Function Deployment in Service Quality Management
  Andronikidis A., Georgiou A.C., Gotzamani K., Kamvisi K.
• Process Improvement Measures in Social Area Organizations: A Study in Institutions for Elderly: Survey Preliminary Results
  Antunes G., Pires A., Machado V.
• Mastering Performance through Quality and Networking: The Example of French Social and Medical Establishments
  Bertezene S., Martin J.
• Comparing Critical Incident Technique and Survey Questionnaires as a Means of Collecting Student Feedback
  Douglas J., McClelland R., Sudbury L., Davies J.
• Organisational Culture, Job Satisfaction and Higher Education Service Quality: The Case of Technological Educational Institute of Larissa
  Trivellas P., Dargenidou D.