Proceedings of 15th Toulon-Verona Conference on “Excellence in Services”
College of Management Academic Studies in Rishon Lezion | 3-5 September 2012
- Index
- Do you Want to Make an Impact with Quantitative Methods? Make Sure You Generate High InfoQ
Ron S. Kenett - Improving the Quality of Services at the University of Oviedo
Alberto A. Suárez, Pablo Albañil, Javier Alonso, Ramiro Martis, Carlos Catalan, Miguel Pascual - The Quality of a Training Course. A Survey on Determinants
Raffaele Adinolfi, Orlando Troisi - Participatory Communication. A Case Study: Fuori Aula Network, University Of Verona Web-Radio
Claudio Baccarani, Tiziana Cavallo, Alessia Rotta - The Implementation of Learning Methods and Techniques in the Serbian University Classroom
Slađana Benković, Slađana Barjaktarović Rakočević - Lean in Practice: Lessons for Higher Education Institutes
Michele Cano, Athanassios Kourouklis, Siobhan Drummond - Volunteering: Enhancing the Quality of the Student Experience
Siobhan Drummond - Assessing the Quality of University Based on EFQM Model Excellence
Milan Hutyra - Higher Education in Tourism for a More Sustainable and Competitive Sector in Euro-Mediterranean Area
Salvatore Messina, Vito Roberto Santamato, Francesco Redi - An Elaborate New Paradigm for Higher Education
Yossi Raanan - Rationalization and Institutionalization of Work Evaluation Practices. The Case of a Public Hospital
Sandra Bertezene, Benjamin Dubrion, Jacques Martin - The Effect of Non-Work / Work Interface on Physicians’ Care Service
Shirley Shlefer, Ran Lachman - Accreditation of Hospitals in Slovenia: What Does it Reveal?
Biserka Simčič, Mircha Poldrugovac - Social Networks and the Situation of Blood Donation in Poland: A Logistics Perspective
Jacek Szołtysek, Sebastian Twaróg, Martyna Wronka - The Total Quality Approach in Public Administration: Surveys in the 244 Municipalities of the Province of Bergamo
Chiara Casadio - Productivity at SUMA Tax Offices: A Step Further
Ramón Fuentes - Public Services Quality, Citizen Orientation and Austerity Programs: An Empirical Study of Trends and Evolving Practices within Italian Municipalities
Francesca Magno, Fabio Cassia - The Effectiveness of Internal Auditing in Israeli Local Authorities: An Empirical Examination of its Determinants
Gabriel Sayag - The Liberalization of Local Public Service in Italy and the Need for New Competences for a Different Role of the Public Sector
Antonio Alizzi, Federico Testa - Total Quality Research of Tourism Services. Special Case: “Albergo Diffuso”
Paola Orlandini, Cinzia Vallone, Anna De Toni, Raffaella Cecchetti - Sponsorship: A Service that Satisfies Different Stakeholders
Paolo Pietro Biancone, Maura Mattalia - The Last Minute Market Model: An Innovative Service of Efficient Assortment Management in a Sustainability Perspective
Angelo Bonfanti, Federico Brunetti, Paola Castellani - Optimising the Pathway for an Organisational Change Management Program
Graeme Cocks - Aligning Organizational Structure with Strategy, through Business Processes Analysis
Rafael Espinosa, Jorge Parada - Marketing Communication Strategies in Low Cost, Low Price, High Value Service Companies
Annamaria Esposito - “La Città del Gusto e della Salute”: A New Model of Business Incubator Centers in Milan
Alberto Nobolo, Anna De Toni - Managing Online Reputation: The Role of Social Media
Paola B. Floreddu, Francesca Cabiddu - Key Success Factors of Social Services Organizations in the Public Sector
Aldona Frączkiewicz-Wronka, Jacek Szołtysek, Maria Kotas - Six Sigma: Help or Hoax for Quality?
Fausto Galetto - Internal Control in the Function of Raising of Management Quality in Banks
Andrijana Lakićević, Snežana Knežević, Aleksandra Stanković, Veljko Dmitrović - The “ITER” of Systemic Marketing: An Effective Approach for Implementing a Successful Services’ (Consumer-)Persumer Involvement
Alberto Marino - Benefits of Developing Corporate Social Responsibility (CSR) in Israel
Shiri Filberg - Sustainable Advantage for a Rural Family Business; Service Quality, Innovation, Relationship Capital, and Market Orientation
David Moyes - Are Happy Customer Service Representatives More Efficient? The Relationship Between Happiness and Work Performance Among Insurance Company Call Center Representatives
Hadar Shany, Oren Kaplan - An Exploration of Applying Knowledge Based Engineering into a Quality Management Framework – Extending the Quality Triangle for Establishing the first Principles of Knowledge Business Modelling
Lee E.J. Styger - The Application of Supply Chain Analysis to the Evaluation of the Effectiveness of Social Service Organizations
Jacek Szołtysek, Aldona Frączkiewicz-Wronka - Services Branding: Is it a Matter of Gender?
Marta Ugolini, Fabio Cassia, Vania Vigolo