Proceedings of 14th Toulon-Verona Conference on “Excellence in Services”
University of Alicante | 1-3 September 2011
- Index
- University and Sports: How to Improve the CUS Services?
Tindara Abbate, Angela Alibrandi, Maria Luiza Souca - Integrated Management Systems – Testing a Model for Integration
Sten Abrahamsson, Jonas Hansson, Raine Isaksson - Productivity of Travel Agencies: A Comparative Analysis
Alberto Álvarez-Suárez, Ramón Fuentes - Quality and Evaluation of Teaching in Spanish Universities
Alvira, M.J. Aguilar, D. Betrisey, F. Blanco, A. Lahera-Sánchez, C. Mitxelena, C. Velázquez - An Evaluation Model for the Effectiveness of the General Practitioner (GP) in the Italian Health Care System
Chiara Ambaglio, Laura Bottinelli, Enrica Pavione - The Supplier’s Contribution to the Value Co-Creation Process and the Effect on Business Value
Antonella Angelini - Value Co-Creation through Multi Channels Distributions: The Nike ID Case
Angioni, F. Cabiddu, M.C. Di Guardo - Improving ISO 9001:2008 with Six Sigma Methodology
Glória Antunes, António Pires - Developing a Suitable Framework for Appropriate Project Management Application for IT Industry of Pakistan
Kamran Arshad, Tariq Rafique, Azam Ishaque, Asim Nisar - The Need for Customer Education in High People-Density Services: A New Role for Service Providers
Claudio Baccarani, Federico Brunetti - Waiting Lists in a Public Health Service: A Fact of Life or Time for a Change?
Enrico Baldantoni, Emanuele Torri - Developing Adaptive E-Learning Portal in Higher Education
Dušan Barać, Zorica Bogdanović, Aleksandar Milić, Branislav Jovanić, Božidar Radenković - Implementing an Ethical Governance in Homes for the Elderly
José Barradas, Paulo Sampaio - Improving the Quality of the Coaching Process for Entrepreneurship: A Study of the Case of France
Sandra Bertezene, Cyrille Ferraton, Jacques Martin, David Vallat - Implementing an Ethical Governance in Homes for the Elderly
Sandra Bertezene, Jacques Martin - Management System and Control Model for Corporate Fraud Accountability (note 1)
Paolo Pietro Biancone, Marco Bechis, Andrea Serlenga - Management System and Control Model for Corporate Fraud Accountability (note 2)
Paolo Pietro Biancone, Marco Bechis, Andrea Serlenga - The Mediation as a High Quality Service to Resolve Disputes
Paolo Pietro Biancone - Lean Management in Healthcare Organizations. New Experiences in Italian Context
Francesco Bifulco, Carmen Raimondo - Geomarketing to Support the Strategies of the Gardaland Amusement Park
Angelo Bonfanti, Paola Castellani, Chiara Rossato - Staying Excellent: Managing Challenges to Excellence
Alan Brown - A Model for Benchmarking Service Quality: Small Hotels on the Periphery
Michele Cano, Siobhan Drummond, Athanassios Kourouklis - Evaluation of Continuous Improvement Approaches within the Scottish Manufacturing Sector
Michele Cano, Abdessamad Kobi - Generic Medicines Non-Adoption: Investigating the Perceptions and Attitudes of Customers and the Role of Health Professionals’ Service Network
Fabio Cassia, Nicola Cobelli, Liz Gill - Customers’ Perception of Banking Services’ Quality: An Empirical Evidence
Mauro Cavallone, Michele Modina - The Creation of Sustainable Value in SMEs. A Case Study
Maria Vincenza Ciasullo, Orlando Troisi - Identifying Opportunity Gaps in the Quest for Excellence
Graeme Cocks - Competence Gaps in Company Directors in New Zealand
Graeme Cocks, Jens Mueller, Coral Ingley, Morina Rennie - Word of Mouth in the Tourism Industry: An Empirical Investigation of Service Experience
Ilenia Confente - The First Implementation in Italy of 112 as Unique Emergency Dial Number (UEN). The Varese Project Managed by AREU
Cristina Corbetta, Gabriele Dassi, Andrea Francesconi, Alberto Zoli - Quality Management at Institutes of Higher Education
Barbara Covarrubias Venegas, Gudrun Gaedke, Gerald Janous, Stefanie Recker - New Technology for Strategic Management Policy in Small Areas: The ‘GIS Piedmont Region
Monica Cugno, Angela Scilla - How Teachers and Students May Work to Build a More Sustainable World
Silvia Dessì, Ernestina Giudici - Virtual University Corporation: Key Strategy in Creating Competitive Advantage in Higher Education in Third World Countries
Milan Z. Dimitrijevic - Data Mining in Medicine: Using Cart for Prediction of Outcome in Septic Patient Treatment
Marina Dobrota, Milica Bulajic, Zoran Radojicic - Public Administration, Communication Technologies and Crowdsourcing: Opportunity for Social Change
Mirjana Drakulić, Djordje Krivokapić, Mina Mirkovic - Insights about Communication Planning in Health Care: An Exploratory Study
Annamaria Esposito - Professional Identity and the Psycho-Social Contract: The Ideological Link to Commitment
João Fontes da Costa, Teresa Carla Oliveira - Competition in the Organized Retail Market and the Role of Brand: Empirical Evidence in an Italian Town
Giovanni Fraquelli, Anna Menozzi - Technology and Training in Tourism Economics: A Preliminary Study of the Suitability of Tools
Ramón Fuentes Pascual, Adelaida Lillo Bañuls, José Francisco Perles Ribes - The Assessment of Cultural Experience through Learning Processes: A Model for Individual, Firm and Territory System Viable Competitiveness
Carmen Gallucci, Piera Bellelli, Giuliana Saccà - Method for Screening Sustainability Reports in the Financial Services Industry
Gil Gomes Dos Santos, Dong Han, Gerald Reiner, Kilian Stoffel - Building China’s Rural Healthcare Performance Evaluation System: A Tuscan Perspective
Hao Li - University Support to Regional Development – Process Based Stakeholder Management in Gotland
Raine Isaksson - The Learning Process of Health Service Procurement
Stefan Lagrosen, Yvonne Lagrosen - Educational Value in Distance and in Campus Education Seen from a Stakeholder Perspective – The Case of Sweden
Mia Ljungblom, Raine Isaksson - Surveys as an Instrument for Evaluating the Educational Process: An Experience in the Tourism Degree of the University of Alicante
Lloret Llinares, R. Evangelio Llorca, M. J. Pastor Alfonso, J. R. Valero Escandell, R. Fuentes Pascual, M. P. Such Climent - Manager’s and Citizen’s Perspective of Positive and Negative Risks for Small Probabilities
Alberto Lombardo, Stefano Barone - Are Citizens Always Right? Investigating Why Citizens’ Inputs are not Always Beneficial to Public Services Co-Production
Francesca Magno, Fabio Cassia - Towards Uniformly Developed Municipalities, a Serbian Perspective
Predrag Maletic, Marija Kreca, Veljko Jeremic, Aleksandar Djokovic - Alternative Dispute Resolution Techniques Can Work for Better Services? The Case of Italian Banking Industry
Antonella Malinconico, Chiara Frigerio, Assunta Leone - Implications on the Design and Methodology of a Strategic Planning Process in a University
Margarida Mano, Fernando Carvalho, Marisa Silva, Filipe Rocha - From Prosumers to Persumers: The Implementation of a Real Involving (Services) Marketing
Alberto Marino - Organizational Change, Compliance and Management Control Systems: A Survey on Italian Public Utilities
Marcello Martinez, Mario Pezzillo Iacono, Caterina Galdiero, Riccardo Mercurio - Public-Private Partnerships in the Italian Healthcare Sector: The Analysis of Organizational Forms
Marcello Martinez, Mario Pezzillo Iacono, Caterina Galdiero, Riccardo Mercurio - Coventry University Business Improvement Training (CUBIT). The Application of Lean Thinking Within the UK University Sector
Steve Martin, Wendy Garner, Ivan Arokiam, Ian Wilson - Maintaining ISO 9001 Certification. The Case of Vietnam
Jacques Martin, Nguyen Minh Tuan - Co-Innovation in Creative-Intensive Business Services: The Role of Clients in Advertising Agencies’ Innovation Processes
Barbara Masiello, Alessandra Marasco, Francesco Izzo - ISO 9001 Certification: The Customers’ Perspective
Diana Matias, Paulo Sampaio, Ana Cristina Braga - The Impact of Hotel Reviews Posted by Guests on Customers’ Purchase Process and Expectations
Aurelio G. Mauri, Roberta Minazzi - Facilitating network-building services for social innovation: the case of “The HUB (Milano)”
Angelo Miglietta, Matteo Pessione, Fabio Cassia - Schools Self-Assessment: A Study on the Levels of Stakeholders’ Involvement in the Process
Patrícia Moura e Sá, Isabel Maia - The Development of Customer Relationship Capital by Small Rural Service Firms
David Moyes - Care Services in Community Pharmacies: The Italian Pharmacist’s Perspective
Giancarlo Nadin, Giulio Cesare Pacenti - The Management of a Project for the Services Quality Improvement in the Tourism Sector – The Emas/Ecolabel Certification of a Touristic Structure in South Italy
Pierluigi Passaro, Roberto Carella, Lucia Russo - Application of Contemporary Cost Management Concept in Serbian Local Government
Tijana Obradović, Veljko Dmitrović, Milica Latinović - An In-Depth Study of Public Administrations: The Shift from Citizen Relationship Management to Stakeholder Relationship Governance
Marco Pellicano, Maria V. Ciasullo, Giulia Monetta, Maureen Galvin - Innovative Systems in Italian Tourism. So-Called “Extended” Hotels
Marco Pellicano, Giulia Monetta - Methodologies for Integrated Quality Assessment in Higher Education Institutions
Ana Isabel Carmona Pereira Louro, Luís Lourenço, Pedro Saraiva - Methodological Improvement for Higher Environmental Education: A Flexible Approach
Nataša Petrović, Mirjana Drakulić, Sonja Išljamović, Veljko Jeremić, Ratimir Drakulić - Higher Education Dropout: Exploratory Study in the Polytechnic Institute of Setúbal
António Pires, Helena Gonçalves - Study of the Pressure on Faculty Members Regarding Passing the Students
Ahmed Ali Qureshi, Saima Afzal - Organizational Change & Design for Strategy Deployment
António Ramos Pires, Ana Rolo Alves - Online Relationships and Dialogue Orientation in the Italian Hospitality Industry
Stefania Romenti, Roberta Minazzi, Grazia Murtarelli - People Management in Welfare Sector. An Empirical Investigation on Job Satisfaction among People-Care Workers in Italy
Daria Sarti - Efficiency Prediction of a New Participant in the Market on the Example of the Banking Sector in Serbia
Sava Savic, Milica Bulajic, Gordana Savic - Logistic Impact on Food Price
Malihe Shahidan, Mehrzad Netadj - Towards an Estimate of Adverse Events in Healthcare in Slovenia: Challenges in Implementing a National Survey
Biserka Simčič, Mircha Poldrugovac - The Influence of TQM on Employees’ Work-Related Attitudes and Behavior
Vera Silva Carlos, Luís Lourenço, Luís Mendes - A New Paradigm for Higher Education
Yossi Raanan - Tourism Enterprises and Sustainable Tourism: Empirical Evidence from the Province of Pesaro Urbino
Simone Splendiani, Tonino Pencarelli, Mauro Dini - An Analysis of the Restrictions on the Competitive Readiness of Australian Businesses Due to Their Lack of Formal Quality Management Systems
Lee E.J. Styger - Spin-Off for the Management for the Quality and Innovation in the University of Oviedo. Technical Office for Quality and Innovation (TOQi).
Alberto Álvarez-Suárez, Javier Alonso, Ramiro Martís, Pablo Albañil, Miguel Pascual - 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
Alberto Álvarez-Suárez, Miguel Angel Pascual, Javier Alonso, Ramón Fuentes, Carlos Catalán, Ramiro Martís - The Relevance of Economic Reasons for Governmental Choices on Renewable Energies in Italy
Federico Testa, Francesca Simeoni - Creating Value in Higher Education Institutions
Ivan Tomašević, Dragana Stojanović, Barbara Simeunović, Milić Radović, Bisera Andrić-Gušavac - What’s in a Name? Quality in the Public Sector after the Great Recession
Walter Tucker - Elderly and Health Care Services: The Elements Characterizing the Patient Satisfaction
Alessandra Tzannis, Giancarlo Nadin - Quality and Destination Image: Differences between Visitors and Non-Visitors. An Italian Perspective on South Africa
Vania Vigolo - Business Model Innovation of Complex Service Providers: A Quest for Fit
Ivanka Visnjic, Andy Neely - Mobile Learning and Improvement of Environmental Education
Vladimir Vujin, Nataša Petrovid, Sonja Išljamović, Drago Vuk, Marjan Senegačnik - Approaches for Reducing Medical Errors and Increasing Patent Safety: TRM, Quality and 5QS Method
Mosad Zineldin, Jonas Zineldin, Valentina Vasicheva