Proceedings of 20^th Excellence in Services International Conference

University of Verona| 6-7 September 2017

• Index
• Value co-creation in the video game industry
  Graziano Abrate, Anna Menozzi
• The consumer experience of aesthetic medicine services
  Antonella Angelini, Giulia Gosnell Carmignani
• Exploring the dark side of the firm: Arts and aphorisms in management education and development
  Claudio Baccarani, Federico Brunetti, Chiara Rossato
• Tourism consumption and opportunity for the territory: Exploring the case of Matera, 2019 European Capital of Culture
  Fabrizio Baldassarre, Francesca Ricciardi, Raffaele Campo
• City Image. Comparing residents’ and tourists’ perceived image of Verona
  Rossella Baratta, Fabio Cassia, Vania Vigolo, Marta Ugolini
• Determining factors of a CSR strategy: The case of French socio-medical establishments
  Sandra Bertezene, Caroline Bayart, David Vallat, Jacques Martin
• Universityscape: The relevance of environmental factors in student’s perception
  Antonio Botti, Mara Grimaldi, Antonella Monda, Orlando Troisi, Massimiliano Vesci
• Crisis Management on Social Media: A framework
  Ludovico Bullini Orlandi, Fabio Fraticelli, Francesca Negri
• The use of social media marketing in B2B services: A look at some “conservative” industries
  Nicoletta Buratti, Francesco Parola, Giovanni Satta
• Critical success factors for implementing continuous improvement approaches within public sector organisations
  Michele Cano, Evdoxia Viza, Athanassios Kourouklis
• When the Community gets Smart. Looking at the IoT as value co-creation construct
  Stella Carè, Maria Colurcio
• Fake news and corporate reputation: What strategies do companies adopt against false information in the media?
  Paola Castellani, Marina Berton
• The role of collaboration in the internationalization of a niche product: The case of “Moscato di Scanzo” wine
  Mauro Cavallone
• Improving patient satisfaction using lean manufacturing tools. Case studies from Italy
  Andrea Chiarini, Anass Cherrafi
• The growth of carpooling: Insights from a social media investigation
  Maria Vincenza Ciasullo, Gennaro Maione, Carlo Torre, Orlando Troisi
• The impact of e-service quality and information quality on perceived value in career guidance e-services for students
  Nicola Cobelli, Angelo Bonfanti, Serena Cubico, Giuseppe Favretto
• Travel behavior and the type of holiday they choose in Greece
  Antonios Dalakis, Georgia Yfantidou, Alkistis Papaioannou, George Costa
• Platforms business model in the Italian civic crowdfunding market: An empirical analysis
  Veronica De Crescenzo, Flavio Pichler
• An exploratory study of critical success factors for SMEs in Kenya
  Jacqueline Douglas, Alexander Douglas, David Muturi, Jackie Ochieng
• A pilot study into mapping atypical supply networks
  Mark Edwards, Pauline J. Ross, Lee E.J. Styger
• Evaluating the quality and effectiveness of regional healthcare systems: A non-parametric analysis of ISTAT health for all data
  Filippo Elba, Cristiano Ciappei, Riccardo Rialti, Lamberto Zollo
• Materiality matrix: A comparison between relevant indicators for banks and stakeholder
  Vincenzo Formisano, Maria Fedele, Mario Calabrese
• Practice theory and value co-creation: An assessment model
  Moreno Frau, Francesca Cabiddu, Sebastiano Lombardo, Ludovica Moi
• Transformative service research in the hospitality industry: The case of the “Albergo Diffuso”
  Annalisa Galeone, Roberta Sebastiani
• Jugaad and innovation: Which links?
  Elena Giaretta, Chiara Rossato, Syed Shan-E-Raza
• Neurotourism: Futuristic perspective or today’s reality?
  Ernestina Giudici, Angela Dettori, Federica Caboni
• The interplay between customer experience and customer loyalty: Which touchpoints matter?
  Marco Ieva, Cristina Ziliani
• Assessing sustainability reports based on Quality Management principles – a preliminary review
  Raine Isaksson
• Q-KEY2 – an educational game for improving employees’ quality awareness
  Christian Kern, Robert Refflinghaus, Sandra Klute-Wenig
• Management of organisational energy supported by QM system -the case of CCE
  Marko Kiauta, Ivan Rahelić, Jure Jovanović
• How much do firms imitate each other? The role of external search strategies in KIBS firms
  Stefano Li Pira, Anna Cabigiosu, Diego Campagnolo
• Assessing social impact through theory of change in voluntourism
  Plinio Limata
• “Let’s preserve the spirit of sport”: Preventive approaches of using performance enhancing drugs among national level athletes in Sri Lanka
  A.A.L. Madhushani
• Factors influencing prices on accommodation sharing platforms: The effects of host’s experience and market demand
  Francesca Magno, Fabio Cassia, Marta Ugolini
• Mega-events’ medium-term effects on host communities: The role of community pride
  Francesca Magno, Giovanna Dossena
• Education level and income attainment inequalities: A service ecosystem perspective
  Rosalba Manna, Maria Vincenza Ciasullo, Silvia Cosimato, Rocco Palumbo
• Re-categorization and possible innovative, primary Systemic entire Marketing Re-articulations in Western btob services’ firms
  Alberto Marino
• Who’s afraid of Virginia Woolf?
  Jacques M.A. Martin
• The determinants of managerial responses to hotel guests’ reviews: An exploratory study in the city of Milan
  Aurelio G. Mauri, Roberta Minazzi, Roberta Minazzi, Benedetta Vannacci, Benedetta Vannacci
• The excellence of patient-centred healthcare: investigating the links between satisfaction, co-creation and empowerment
  Andrea Moretta Tartaglione, Ylenia Cavacece, Giuseppe Russo
• Understanding the determinants of customer loyalty in swimming pools
  Patrícia Moura e Sá, Patrícia Cunha
• Developing a preliminary model of healthcare matching as a service. Usefulness and barriers
  Lars Nordgren, Catharina Wingner Leifland, Agneta Planander
• Digitalization and servitization: Opportunities and challenges for Italian SMES
  Marco Paiola
• Realizing excellence in health care: The relationship between health literacy, self-efficacy, awareness and health services’ use
  Rocco Palumbo, Carmela Annarumma, Marco Musella, Paola Adinolfi
• Toulon-Verona Conference Excellence in Services 2008-2016: Primary highlights of the best papers
  Antigoni Papadimitriou
• Customer-oriented strategy in Greek sport business sector: The case of the sport enterprise “Holmes place Glyfada”
  Alkistis Papaioannou, Thanos Kriemadis, Georgia Yfantidou, Aikaterini Patrikiou, Vasiliki Avgerinou
• Customer satisfaction surveys also intended to gain information on the enterprise core business enlargement. A case history in banking services
  Anna Claudia Pellicelli, Luigi Bollani, Enrico Borgo
• Do platforms contribute to value co-creation processes? Insights from a Service-Dominant logic perspective
  Michela Piccarozzi, Tindara Abbate, Barbara Aquilani
• The impact of EFQM awards on organizational management
  Luís Pimentel, António Ramos Pires
• The student-university identification and its impacts on the students’ extra role behaviours. An empirical investigation
  Roberta Pinna, Pier Paolo Carrus, Marta Musso, Gianfranco Cicotto
• Reengineering higher education – can it be done?
  Yossi Raanan
• Heutagogy – An updated approach to Masters Education
  Lauren P. Richardson, Carol G. McGowan, Lee E. J. Styger
• Social media communication in water utilities
  Rezarta Sallaku, Vania Vigolo, Federico Testa
• How quality cues and attributes affect consumer quality perception in traditional food? An analysis on grated Parmigiano Reggiano cheese
  Cecilia Silvestri, Michela Piccarozzi, Barbara Aquilani, Alessandro Ruggieri
• Be vicarious: The challenge for project management in the service economy
  Cristina Simone, Marco Arcuri, Antonio La Sala
• Vacation satisfaction and vacationists’ quality of life
  Oksana Tokarchuk, Oswin Maurer
• Perceived experience value within digital museums transformation: The case of active senior visitors
  Christelle Traboulsi, Moreno Frau, Francesca Cabiddu
• A co-word analysis on Human Resource Management literature: The role of technological innovation from 2007-2017
  Dennis Trotta, Patrizia Garengo
• Halal tourism and new generations: The Indonesian case
  Alfonso Vargas-Sánchez, Mirko Perano
• Older tourists’ travel motivations and overall satisfaction at the destination: The case of Sirmione
  Vania Vigolo, Francesca Simeoni, Fabio Cassia, Marta Ugolini
• Communicating CSR for legitimacy: A comparison between service and product companies
  Agostino Vollero, Maria Palazzo, Alfonso Siano, Domenico Sardanelli
• Service innovation in hotels for people with disabilities
  Georgia Yfantidou, Eleni Spyridopoulou, Alkistis Papaioannou, Panagiota Balaska