Proceedings of 13th Toulon-Verona Conference on “Excellence in Services”
University of Coimbra | 28-29 August 2010
- Index
- Prediction of the Student Success Rate by means of Quality Teaching Survey Variables Applying a Multivariate Adaptive Regression Splines (Mars) Models
Ramiro Martís, Javier Alonso, Carlos Catalán, Ramón Fuentes, Alberto A. Suárez - Key Performance Indicators in Higher Education Institutions – Average Time of Completion a Degree
Margarida Mano, Rodrigo Lourenço - An Evaluation System of the Performance in Italian University Case Study: University of Foggia
Claudio Nigro, Enrica Iannuzzi - Statistical Properties of a New Student Satisfaction Index
Stefano Barone, Eva Lo Franco - Using a Peer and Self Observation Approach to Facilitate the Adoption of Active Learning Methodologies in Engineering Lecture Classes
Bill Williams, Isabel Carvalho - Preincubation and Incubation – Services Aiding Students’ Development
Dariusz Przybył, Łukasz Grudzień - New Methods of Professional Training for Employees in Education
Mirjana Drakulić, Svetlana Jovanović, Nevenka Žarkić-Joksimović, Ratimir Drakulić - Student Entrepreneurship. The Influence of the Education System on the Entrepreneurship of University Graduates
Dariusz Przybył, Łukasz Grudzień - A Content Analysis of European Universities’ Mission Statements
Deogratias Bugandwa Mungu Akonkwa, Robert Leslie Lowe - Value Creation of Formative Offer. Implications for University Governance In Italy
Maria Vincenza Ciasullo, Giulia Monetta - Human Relationships in the Academic Environment. Empirical Evidences from an Italian University
Salvatore La Rosa, Eva Lo Franco - Quality Culture and Quality Assessment in Higher Education – The Experience of University of Minho
Irene Montenegro, Natércia Morais, Isabel M. Santos, José Fernandes, Sérgio M. Santos, Graciete Dias - Valuing University as a Brand
Nevenka Zarkic Joksimovic, Mirjana Vesovic, Iva Joksimovic - Quality Management System in a Portuguese Higher Polytechnic Institute. Difficulties and Potentialities
António Ramos Pires - A One Concept for Measuring Results of Environmental Education for Sustainability: Ecological Footprint
Veljko Jeremić, Sonja Išljamović, Nataša Petrović - Quality Assessment in Higher Education Institutions
Pedro Saraiva, Luís Lourenço, Ana Isabel Carmona Pereira Louro - Accreditation and Quality: An Evaluation Model for PR and Communication Degree Courses in Italy
Emanuele Invernizzi, Stefania Romenti, Silvia Biraghi - Lean Thinking in Higher Education: Using the Push-Pull Model for Online Graduate Courses Serving Mid-Career Professionals
Bob Lahidji, Walter Tucker - Quality in Academic Services of the University of Évora – The Implementation of the Common Assessment Framework Tool
Teresa Nogueiro, Margarida Saraiva - Curriculum Development for Higher Environmental Education in Un Decade of Education for Sustainable Development
Nataša Petrović, Dušan Andrijašević - University Communication Mix and the Role of Social Network Sites. Is Direct Presence of the College Really Desired By Students?
Barbara Aquilani, Alessandro Lovari - Knowledge Management Challenges
Mia Ljungblom, Jacob Hallencreutz, Raine Isaksson - Effect of Gemba-Power and Core-Competence on Activation of Firm
Fumiyoshi Miyashita, Yoshimasa Matsui, Tsutomu Izui - Relationships in Creative Networks: A Comparison between Florence and Paris
Gaetano Aiello, Raffaele Donvito, Silvia Ranfagni - The Economic Impact of Nautical Tourism: An Italian Experience on Lake Garda
Nicola Cobelli, Francesca Simeoni, Marta Ugolini, Vania Vigolo - The Improvement of the Museum Heritage and its Use as a Tourist Resource
Anna Fortunato - Tourism, Cultural Heritage and Transports: Levers of Competitiveness for Achieving an Effective Exploitation of the Territory
Salvatore La Rosa, Graziella Maria Adriana Sanfilippo - Travel Agencies in Alicante, Spain: A Productivity Analysis
Alberto Álvarez-Suárez, Ramón Fuentes - Marketing Museum Networks: Theoretical Considerations and Empirical Evidence
Tonino Pencarelli, Simone Splendiani - Productivity of Travel Agencies in Alicante, Spain: Additional Results
Ramón Fuentes - Quality and the Volunteer Experience: Heritage Training in Tourism
Siobhan Drummond, Michele Cano - Electronic Channels for Small Sized Hotel Businesses: Some Insights from the Italian Case
Simone Guercini, Andrea Runfola, Massimo Rosati - From Industrial Museums to Cultural Industry. An Empirical Exploration of How This Heritage Is Being Safeguarded by the Members Of Museimpresa
Paola Castellani, Chiara Rossato, Laura Ciarmela - Service Science, Management, Engineering and Design and its Suggestions for Destination Management
Luca Carrubbo - Web Communities as Instruments to Improve Museum Services and Communication Activities
Matteo Pessione, Fabio Cassia - Which Quality for System Competitiveness? The “Long tail” Touristic Service Case
Luciano Pilotti, Alessandra Tedeschi-Toschi, Roberta Apa - Quality, Entrepreneurial Orientation and Performance: An Exploratory Study
António Fernandes, Teresa Felgueira, Luís Lourenço - Moderating Effects of Communication Direction on Job Satisfaction and Job Performance: A Factorial ANOVA Technique
Sajid Khattak, Amanat Ali - Job Characteristics and their Implications on the Behaviours and Satisfaction Levels of Call Center Employees: A Study on a Large Telecomunicatios Company
Ana Cristina Pinto de Sá, Patrícia Moura e Sá - Integrated Management Systems – Advantages, Problems and Possibilities
Sten Abrahamsson, Jonas Hansson, Raine Isaksson - Management Systems Integration: A Synergistic Approach
J.P.T. Domingues, P. Sampaio, P.M. Arezes - A Successful Implementation of the Strategy-Focused Excellence In DarouPakhsh Holding (DPH) by Combination of EFQM and BSC
Gholamhossein Farzandi, Mohammad Reza Sakaki, Meisam Saffarinejad - An Analysis of Food Safety Management Systems Certification: The Portuguese Case
Sofia Teixeira, Paulo Sampaio - Create Value by the Interaction between Company and Customer
Antonella Angelini - Estimation of Attribute Importance by Choice Time in a Ranking Task
Stefano Barone, Alberto Lombardo, Pietro Tarantino - An Approach for Adapting Kano’s Theory to Consider the Weighted Degree of Requirements’ Performance
Christian Kern, Sandra Klute, Robert Refflinghaus - On the Effects of the Consumer/Sovereign Ideology
Federico Brunetti - Distances in Public Administrators’ and Elected Officials’ Perspectives on Services Quality: Exploring the Implications for Citizens’ Role in Quality Improvement Processes
Fabio Cassia, Francesca Magno - Alliances and Groupings in the Local Public Transportation Sector. A Preliminary Survey of Strategic Motivations
Alessandro Danovi, Dimitris Karletsos - Quality and Safety Systems as Perceived by Managers: A Case Study in Institutions for Elderly
Glória Antunes, António Pires, Virgílio Machado - Board Compensation in the Italian Public Utilities
Anna Menozzi, Fabrizio Erbetta, Giovanni Fraquelli - A Proposal for the Self-Assessement of a Water Utility Based on the EFQM-Model: The Case of AC, Águas de Coimbra
Maria Telo, Patricia Moura e Sá - Social Policies for Immigrants: Between Territorial Differentiations and to Welfare Local
Anna Fortunato - Customers’ and Frontline Employees’ Views of Service Quality: A Study Applied to a Railway Line
Patrícia Moura e Sá, José Lemos - Early Findings of the Theories of Codesign in the Public Sector: The Gorle Case
Mauro Cavallone - Creativity Management in the Public Sector
Marisa Silva, Margarida Mano, Pedro Andrade Saraiva - Six Sigma Methodologies in Statistical Control Application to Improve Production Performance and Quality in the Pharmaceutical Industry
Ivan De Noni, Andrea Ganzaroli, Luigi Orsi - The Evolving Dynamics of Service Co-Creation in a Viable Systems Perspective
Gaetano M. Golinelli, Sergio Barile, Jim Spohrer, Clara Bassano - Cooperative Model of New Service Development. The Case of Teletext in Serbia
Sanja Marinkovic, Maja Levi Jaksic, Jovana Kojic - Risk Management in SMEs – New Approach and New Tools
Yossi Raanan - Examining Service Quality Dimensions in Fitness Centres
Yvonne Lagrosen, Stefan Lagrosen - BPM and ISO: Friends or Foes?
Ivan Tomašević, Dragana Stojanović, Barbara Simeunović, Milić Radović - A Conceptual Service Quality Map: The Value of a Wide Opened Perspective
Claudio Baccarani, Marta Ugolini, Angelo Bonfanti - An Evaluation of the Quality of Regulatory Review Process for Marketing Pharmaceutical Products in Iran and Its Impact on Patient’s Access to Medicines
Seyed Hamid Mostafavi, Sam Salek, Stuart Walker - Trying to Bridge the Gap between Theory and Practice and Make Safety Recommendations Work Effectively
Enrico Baldantoni, M.G. Allegretti, P. Barelli, L. Flor, C. Franceschini, E. Torri - Quality and Satisfaction in Healthcare Services
Fernanda Vital, Miguel Gonçalves, Luis Lourenço - Organization, Governance and Managerial Control of Public and Private: The Analysis of Organizational Mechanism Maturity
Riccardo Mercurio, Marcello Martinez, Caterina Galdiero, Marina Cerbo, Maria Rosaria Perrini - Study into the Use of Lean in UK National Health Trusts
Michele Cano, Athanassios Kourouklis, Siobhan Drummond, Tendai Shanna - Patient’s Continuity of Care and Liaison Nurse: Two for the Road
Enrico Baldantoni, M.G. Allegretti, P. Barelli, L. Flor, C. Franceschini, A. Guarnier, E. Torri - Quality and Non-Quality in the Health Sector
Sandra Bertezene, Jacques Martin - Web-Communication in Healthcare. A Comparison between an Italian and a U.S. Experience. A Preliminary Study
Annamaria Esposito - The Role of the Ministry of Health in Developing Healthcare Quality
Biserka Simčič, Mircha Poldrugovac - Economic and Social Efficiency in Health Service Provision: Can One Square the Circle?
Teresa Carla Oliveira, Sara Gabriela Alves Diogo - Identifying Critical Innovations in Supply Networks Using System Models – The Case of Wind Power on Gotland
Mathias Cöster, Raine Isaksson - Container Positioning Strategies for Managing the Terminal Storage Areas
Alberto Lombardo, Rossella Burruano - Global Supply Chain Management and Innovation
Malihe Shahidan, Mehrzad Netadj - Increasing the Flexibility of Manual Picking by Using Adjustable Inspection Strategies
Jonas Mathis, Robert Refflinghaus, Daniel Strothotte - Improving Supply Networks – Identifying Drivers for Sustainable Change Using Process Models
Raine Isaksson, Mathias Cöster - The Trade Marketing Boxes: A New Perspective in the Distribution Services Industry
Alberto Marino - Banking Services and the Role of Banks’ Network
Michele Modina, Andrea Quintiliani - Impact of Environmental Management Orientation on Service Quality in Financial Service Sector
Gil Gomes Dos Santos, Gerald Reiner - Evolution from Rigid Maps to Critical Reflexive Mirrors in Management Models
Rafael Espinosa - The Quality of Banking Services as a Competitiveness Factor
Draginja Durić, Dragica Mihajlović