Proceedings of 17^th Toulon-Verona Conference on “Excellence in Services”

Johon Moores University in Liverpool  |  28-29 August 2014

• Index
• Empowering patients by empowering health care organizations: a comparative study
  Carmela Annarumma, Rocco Palumbo, Mauro Cavallone
• Key Success Factors of Implementing Lean Manufacturing and Six Sigma
  Ibrahim Alhuraish, Christian Robledo, Abdessamad Kobi
• An Overview of the Main Strategies and Approaches to CSR
  Sandra Bertezene, David Vallat, Jacques Martin
• Customer Education, Evaluation Skills And Perceived Value: A Theoretical Framework
  Angelo Bonfanti, Federico Brunetti
• Lean Second Time Around: Lessons learned for Higher Education
  Michele Cano, Elizabeth O’Reilly, Athanassios Kourouklis
• Service-Based vs. Goods-Based Positioning of the Offering: Effects on Customer Perceived Value
  Fabio Cassia, Marta Ugolini, Nicola Cobelli, Liz Gill
• The I.T.E.R. Marketing Model: A Proposal for a New Approach to Consumer Behaviour
  Mauro Cavallone
• The Marketing of Public Services: A New Comparative Analysis of Citizens’ Expectations
  Mauro Cavallone
• Lean Thinking Implementation in The Public Healthcare: Results From Italy
  Andrea Chiarini
• The Influence of Green Innovation in Logistics Competitiveness and Sustainability. The DHL Case Study
  Silvia Cosimato, Orlando Troisi
• Sustainability, Social Networks, and Teaching Offer
  Angela Dettori, Ernestina Giudici
• Students Behaving Badly: The Jaystudent
  Jackie Douglas
• Are Ecomuseums and Marketing a Possible Combination?
  Annamaria Esposito
• S-Grouper: A Semantic Approach to Increase Quality Performance by Innovating Information Systems in Healthcare Organizations
  Andrea Francesconi, Roberta Cuel
• An International Study of the Impact of B2C Logistics Service Quality on Shopper Satisfaction and Loyalty
  David B. Grant, Bernd Philipp
• Performance Journey Mapping: Evaluation of a Service Performance Assessment Framework
  Angelika Höber, Elisabeth Pergler, Doris Weitlaner, Hans-Peter Grahsl
• The Proposal of a Model to Build a Museum Network and its Management in a Systemic Perspective in Apulia
  Nicolaia Iaffaldano, Graziella Mariella
• Lean Six Sigma for Cement Processes – CemLean6S
  Raine Isaksson, Neil Taylor
• Local vs. Global Social Couponing Sites: A Study of Merchants’ Satisfaction
  Francesca Magno, Fabio Cassia, Marta Ugolini
• New (BtoC) Systemic Marketing and related Emerging Framework: Contents and Theory from Practice and Literature
  Alberto Marino
• Data Quality Requirements for Services of General Interest: The Case of Water Bills
  Patricia Moura e Sa, Rita Martins
• The Importance of Being Health Literate: An Organizational Health Literacy Approach
  Rocco Palumbo, Carmela Annarumma
• Intercultural Aspect of Customer Management
  Tonino Pencarelli, Linda Gabbianelli
• The Drug Logistics between Efficiency and Safety for Patients: The Experience of an Italian Region
  Roberta Pinna, Pier Paolo Carrus, Fabiana Marras
• An Innovative Testing System for Improving Testing Quality
  Yossi Raanan
• Quality of Life and of Working Life: Conceptions and Research
  Juozas Ruževičius
• Quality Value Orientations
  Juozas Ruževičius
• Promoting the Impact of Research for Society: Quality Management of Research for QOL
  Dalius Serafinas, Rita Vaicekauskaite
• A Management Model for Spanish and Latin American Postgraduate Services
  Alberto A. Suárez, Juan Manuel Marchante, Ramiro Martís, Javier Alonso
• Emerging Competitive Strategies in the Luxury Sector: Exploiting the Mass-Market vs Refocusing on the High-End Segment
  Enrica Pavione, Roberta Pezzetti
• Is the professor still useful in the age of the Internet?
  Claudio Baccarani