Proceedings of 16th Toulon-Verona Conference on “Excellence in Services”
University of Ljubljana | 29-30 August 2013
- Index
- The competencies of nursing staff´s and their development – measurement of staff´s competencies related to international cooperation in four Danish and Finnish hospitals
Outi Ahonen, Liisa Astala, Dorte Dall-Hansen, Eva Odgaard, Elina Ora-Hyytiäinen - What kind of primary care for Italy? Juridical and organizational peculiarities of primary care after the Balduzzi reform
Antonio Alizzi, Maurizio Campagna - Organizational Implications and Value of CRM Initiatives in the Hotel. The Results of an Empirical Analysis
Antonella Angelini, Maria Zifaro - Technical Efficiency of Education Sector in the EU and OECD Countries: The Case of Tertiary Education
Aleksander Aristovnik - A 5 Senses Perspective to Quality in Hospitals
Claudio Baccarani, Marta Ugolini - Serious Games: Leverage for Knowledge Management
Caroline Bayart, Sandra Bertezene, Jacques Martin, David Vallat - Islamic finance services and their application to the Italian financial system
Paolo Pietro Biancone - Evaluating Quality in Healthcare Organisations: The Experience of the Performance Plan in Lombardy Region
Luigi Bottone, Andrea Francesconi, Renato Ruffini - Diminishing University (E)Quality by Mandatory Retirement (Higher Education)
Nejc Brezovar - Are rural service firms getting it right? A case-study comparing service quality priorities of providers and users
Michele Cano, David Moyes - To coupon or not to coupon? A study on perceived effectiveness of social couponing campaigns in the Italian hotel industry
Fabio Cassia, Francesca Magno, Marta Ugolini - Communication as a Key Factor in Banking Customer Relationship
Mauro Cavallone, Michele Modina - Culturally Customized Communication as a Methodological Approach to Overcome the Adaptation vs Standardisation Dilemma
Mauro Cavallone - Transforming Theory into Practice: The Concept and Development of a Service Science Graduate Program
Dario Cavenago, Elisabetta Marafioti, Mattia Martini - Airline Innovation & Sustainability: A Systems Perspective
Peter Critchley - Decision Making Approach in Measurement of Quality of Service: A Real Application to “Ce.M.O.N. Company”
Stefano De Falco, Italo Del Gaudio - Excellence in Health Care Service through Optimization of the his, Healthcare Information System
Stefano De Falco - The Management of a Project for the Improvement of the Services Quality in the Tourism Sector – The Certification Emas/Ecolabel of a Touristic Structure in the South Italy
Arianna Di Vittorio, Pierluigi Passaro - Disruptive Students within Higher Education
Jackie Douglas, Alex Douglas - Bologna Paradigm in a Portuguese Polytechnic Institute the Case of the Second Cycle
Joana Duarte, Helena Gonçalves, Antonio M.R. Pires - Impact of Quality Improvement Instruments on Organizational Learning in Administrative Organizations – Theoretical and Methodological Approach
Jasmina Džinić - Linking the Principles of Supply Chain Management to Aid and Development: A Case Study – Waters of Ayole’
Mark Edwards, Lee E.J. Styger - Process management, a key issue for organizational competitiveness
Rafael Espinosa - Corporate Brand Communication in Italian Hospitals: Is Time Ripe?
Annamaria Esposito - Understanding the Success Factors of Electronic Supply Chain Management among Manufacturing SMEs
Hajar Fatorachian, Malihe Shahidan - Surface Defect Detection Using Gabor Wavelets Characteristics and Neural Network Classifier
Žiga Gosar - A Hospital Structure of Pain Medicine to Improve the Patients’ Perceived Quality of Health Care Services: The Experience of the University Hospital “Ospedali Riuniti” in Foggia
Nicolaia Iaffaldano, Antonio Battista - Lean Higher Education and Lean Research
Raine Isaksson, Christer Kuttainen, Rickard Garvare - Constructing composite environmental indicators
Žiga Kotnik, Maja Klun - Public Service Excellence through Participation in Administrative Procedures – Trends and Challenges in Slovenia and EU
Polonca Kovač, Tina Sever - Social Media Marketing in the Wellness Industry
Stefan Lagrosen, Kerstin Grundén - Employee Health in the Wellness Industry
Yvonne Lagrosen, Stefan Lagrosen, Linda Lind - European Standards and Public Administration Reform in the Republic of Serbia
Zoran Lončar, Dejan Vučetić - Customer Dissatisfaction in the Financial Industry: The Case of Complaints Management in Italian Banking
Antonella Malinconico, Assunta Leone, Antonio Lucadamo - Person and Values at the Center of the Firm’s Marketing Activities: Some Reflections on the Ongoing Trends
Alberto Marino - A Framework for Employee Appraisal in Services. An Experiment in a Vietnamese Bank
Jacques Martin, Nguyen Van Tien - Crowdfunding and Local Governments: A Financial Opportunity for a New Liaison with Citizens
Angelo Miglietta, Emanuele Parisi, Matteo Pessione, Flavio Servato - Theoretical Challenges of Financing Higher Education in the West Balkans Region
Miloš Milosavljević, Slađana Benković - Isomorphism and Decoupling in the Dynamics of Governance of Italian University
Claudio Nigro, Enrica Iannuzzi, Flora Cortese, Miriam Petracca - Evaluating the Effects on Sustainability and Performance of Acute Care Hospital Beds Reduction: A Dynamic Model
Stefano Olgiati, Alessandro Danovi, Giorgio Magon, Oliviero Rinaldi, Daniele Piacentini, Daniele Giuseppe Dozzo, Giancarlo Cesana - Quality Indicators for Success and Excellence of Franchisee Network
Paola Orlandini, Cinzia Vallone, Federica Doni, Raffaella Cecchetti - Strategic Planning and Benchmarking Perceptions and Concerns from Public and Private Western Balkan Universities
Antigoni Papadimitriou - Efficiency Levels of Public Sector Units – Empirical Analysis for Local Jurisdictions in Slovenia
Primož Pevcin - Profile of Use of Information about Quality Related Costs
António Ramos Pires, Jorge Casas Novas, Aida Coelho, Margarida Saraiva - An Innovative Testing System for Improving Testing Quality
Yossi Raanan - Aggregation and Innovation in Rural Tourism: Tourist Destination of the “Hundred Country Houses”
Vito Roberto Santamato, Nicolaia Iaffaldano, Nicola Micucci - Quality System Certification in Institutions of Social Responses
Boguslawa Sardinha, Susana Lucas, Otília Dias, António Ramos Pires - Monitoring and Measuring the Efficiency of Health Care: The Comparison of Health Care Efficiency in the Selected EU Member States
Stanka Setnikar Cankar, Veronika Petkovšek - Reporting on New Healthcare Quality Indicators: Supporting Improvement or Misleading Users?
Biserka Simčič, Mircha Poldrugovac - An Identification of the Current Constraints of Knowledge Business Modelling as a Strategic Decision Making Tool
Lee E.J. Styger - Italian Universities and Excellence. A Mottled Approach
Fabio Taiariol - Service Quality Kaizen Blitz: The Road to Improving Customer Satisfaction
Robert Teehan, Walter Tucker - “Albergo Diffuso” and Customer Satisfaction: A Quality Services Analysis
Cinzia Vallone, Valerio Veglio - The Network Theory and the Learning Task. Formative Processes for the Value Creation in a Global Economy
Raffaella Vallone - Loyalty and Switching Behavior among Corporate Energy Customers: A Study in the Italian Context
Vania Vigolo, Fabio Cassia