Proceedings of 24th Excellence in Services International Conference

Salerno (Italy) | 2-3 September 2021

Alfarsi Ali, Zhuohua Qu: Impact of Change Management on Organisational Excellence in UAE Public Service Organisations

Barile Sergio, Ciasullo Maria Vicenza, Testa Mario: Measuring the impact of Italian corporate training programs. The relevance of socio-economic dimension

Ortiz Maria Belen, Karapetrovic Stanislav: Two examples of Iot-related healthcare worker’s hand hygiene privacy codes

Bertezene Sandra, Martin Jacques : Managing health services according to the ‘Complex Thought’

Binci Daniele, Cerruti Corrado, Masili Giorgia, Kazermagi Niloofar, Paternoster Cristina, Paragano Carmine: Agile Project Management and ambidexterity – A reconciliation of contextual exploration and exploitation

Capolupo Nicola, Romeo Emilia,. De Falco Ciro C : “Does it work?” A case study on Virtual Teams adoption for service delivery during and post Covid-19.

Carignani Francesco, Del Vacchio Erica, Gargiulo Roberta, Laddaga Cesare, Bifulco Francesco: Museums and communication channels: insights from social media choices

Chiarini Andrea, Vannucci Virginia, Brunetti Federico, Bonfanti Angelo: An exploratory analysis on digital services and artificial intelligence in management academic research

Ciasullo Maria Vincenza,  Douglas Alexander, Montera Raffaella: Doing business under stress: The role of big data analytics capability for navigating towards organizational resilience

Cobelli Nicola, Ugolini Marta Maria, Mazzucato Elisa: Improving quality of follow-up services for heart transplant receivers

Corvello Vincenzo, Verteramo Saverino: Antifragility in small and medium service enterprises

Danovi Alessandro, Ubiali Enrico, Passaretti Alessandra, Recchi Sara: Coping with corporate crisis: the role of brand heritage while rethinking a business model. The case of Meridiana airline company”.

De Gennaro Davide, Giampaola Valerio, Piscopo Gabriella Adinolfi Paola: Job design and crafting for quality education in Italian secondary schools

Della Volpe Maddalena, Jaramillo Gutiérrez Alexandra, Gabalán-Coello Jesús: Digital transformation and higher education in Colombia: New skills for few opportunities

Formisano Vincenzo, Fedele Maria, Cavacece Ylenia, Bashirpour Bonab Aysan: Iot as a Driver of Servitization: A Thematic Analysis of the Emergent Literature

Gabbianelli Linda, Pencarelli Tonino: On-campus accommodation service quality and students’ satisfaction: A survey

Gianni Maria,Vandenbrande Willy: The smile of the nurse: Quality for the unpredictable world

Isaksson Raine, Ramanathan Swaminathan, Rosvall Max: Sustainability Opportunity Study – Diagnosing

Karapetrovic Stanislav: ISO 10000 Inter-Augmentation in Two Online Courses

Lindström Carina, Isaksson Raine: Undertanding, defining and measuring educational quality and sustainability in basic education: The case of Gotland, Sweden 

Liu Shuangqi, Ramanathan Swaminathan, Isaksson Raine: Understanding sustainable tourism-building: A case for studying Gotland

Ljungblom Mia, Ramanathan Swaminathan: A case for Developing Lean leadership (DLL) model for long-term organisational sustainability: Helping organisations move from strategic intent to operational action

Magno Francesca, Cassia Fabio: Customer engagement in service innovation: effects on tourism firms’ recovery from Covid-19 crisis

Magno Francesca, Dossena Giovanna: Digital services to improve customer experience. An empirical analysis of the impact of chatbots on customer-brand relationships.

Malinconico Antonella, Virguti Eugenio: Can digital financial reporting really enhance transparency in capital markets? The case of the XBRL Italia ESEF Project for the banking and insurance industries

Martin Jacques, Baccarani Claudio: Artificial Intelligence and management : Dr Jekyll or Mr. Hyde ?

Nigro Claudio, Iannuzzi Enrica, Spallone Sara: Towards a motivational model to understand      the managerial coping with sustainability issues into the university system

Padró Fernando F., Mohsin Ahmed M., Trimmer Karen: Using a Kano-QFD analysis to  understand what makes enrolling at a particular university and attractive prospect: A case study from Australia

Paiola Marco, Grandinetti Roberto, Schiavone Francesco: What you need to succeed with digital service-oriented business models: a configurational analysis of Italian manufacturers

Palumbo Rocco, Cavallone Mauro: Accounting for humans in establishing a digital workplace: insights from the education and health care sectors

Papadimitriou Antigoni,  Schiffecker Sarah: Looking good or doing good? U.S. universities’ response as it relates to their community engagement actions translated to 3 P’s for a “better society” during a crisis

Polese Francesco, Megaro Antonietta, Carrubbo Luca: Conceptualizing service innovation archetypes as antecedents of the healthcare service ecosystem well-being

Pusceddu Gianluca, Moi Ludovica, Cabiddu Francesca : Tourist experience in the post-Covid era: New perspectives

Raanan Yossi: Artificial Intelligence in Higher Education – a Blessing or a Bane?

Ramanathan Swaminathan, Isaksson Raine: Understanding sustainable development: Identifying key reporting reporting challenges

Reischl Christiane, Hatzl Stefanie: Social service engineering for inclusive workplace design

Riva Angelo, Pilotti Luciano: Excellence in the service in not-for-profit organization: a comparison of Médecins San Frontièrs (MSF) and Opera San Francesco per i Poveri of Milano (OSF)

Rosvall Max, Isaksson Raine: Diagnosing Sustainability Opportunities in Swedish Cement and Concrete

Schiavone Francesco, Pietronudo Maria Cristina, Sabetta Annamaria, Ferretti Marco: Total Quality service and service innovation in digital environment

Tommasetti Aurelio, Mazzara Luca, Leoni Giulia, Maione Gennaro: Local governments as service ecosystems: Technology for accountability during the pandemic

Vargas-Sánchez Alfonso, Albendín-Moya Juan José, Chico José Ruiz, Sotomayor González Sebastián: Tourism services and maritime connectivity: The case of Cadiz-Huelva and its resident population’s demand