{"id":326,"date":"2018-07-22T22:32:49","date_gmt":"2018-07-22T20:32:49","guid":{"rendered":"http:\/\/sites.les.univr.it\/eisic\/?p=326"},"modified":"2018-07-29T17:50:24","modified_gmt":"2018-07-29T15:50:24","slug":"conference-proceedings-of-the-20th-excellence-in-services-international-conference-verona","status":"publish","type":"post","link":"https:\/\/sites.les.univr.it\/eisic\/archives\/326","title":{"rendered":"20th EISIC (Verona 2017)"},"content":{"rendered":"<h1><strong><span style=\"color: #d67d19;\">Proceedings of 20<sup>th<\/sup>\u00a0Excellence in Services International Conference<\/span><\/strong><\/h1>\n<h3><strong><span style=\"color: #d67d19;\">University of Verona<\/span><\/strong><strong><span style=\"color: #d67d19;\">|\u00a0<\/span><\/strong><strong style=\"font-size: 16px;\"><span style=\"color: #d67d19;\">6-7 September 201<\/span><\/strong><strong style=\"font-size: 16px;\"><span style=\"color: #d67d19;\">7<\/span><\/strong><\/h3>\n<p>&nbsp;<\/p>\n<ul>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/Proceedings-EISIC-2017.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Index<\/strong><\/span><\/a><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Abrate-Menozzi.pdf\" target=\"_blank\" rel=\"noopener\"><strong><span style=\"color: #346782;\">Value co-creation in the video game industry<\/span><\/strong><\/a><br \/>\n<em>Graziano Abrate, Anna Menozzi<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Angelini-Carmignani.pdf\" target=\"_blank\" rel=\"noopener\"><strong><span style=\"color: #346782;\">The consumer experience of aesthetic medicine services<\/span><\/strong><\/a><br \/>\n<em>Antonella Angelini, Giulia Gosnell Carmignani<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Baccarani-Brunetti-Rossato.pdf\" target=\"_blank\" rel=\"noopener\"><strong><span style=\"color: #346782;\">Exploring the dark side of the firm: Arts and aphorisms in management education and development<\/span><\/strong><\/a><br \/>\n<em>Claudio Baccarani, Federico Brunetti, Chiara Rossato<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Baldassarre-Ricciardi-Campo.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Tourism consumption and opportunity for the territory: Exploring the case of Matera, 2019 European Capital of Culture<\/strong><\/span><\/a><br \/>\n<em>Fabrizio Baldassarre, Francesca Ricciardi, Raffaele Campo<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Baratta-Cassia-Vigolo-Ugolini.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>City Image. Comparing residents\u2019 and tourists\u2019 perceived image of Verona<\/strong><\/span><\/a><br \/>\n<em>Rossella Baratta, Fabio Cassia, Vania Vigolo, Marta Ugolini<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Bertezene-Bayart-Vallat-Martin.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Determining factors of a CSR strategy: The case of French socio-medical establishments<\/strong><\/span><\/a><br \/>\n<em>Sandra Bertezene, Caroline Bayart, David Vallat, Jacques Martin<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Botti-Grimaldi-Monda-Troisi-Vesci.pdf\" target=\"_blank\" rel=\"noopener\"><strong><span style=\"color: #346782;\">Universityscape: The relevance of environmental factors in student\u2019s perception<\/span><\/strong><\/a><br \/>\n<em>Antonio Botti, Mara Grimaldi, Antonella Monda, Orlando Troisi, Massimiliano Vesci<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Bullini-Orlandi-Fraticelli-Negri.pdf\"><strong><span style=\"color: #346782;\">Crisis Management on Social Media: A framework<\/span><\/strong><\/a><br \/>\n<em>Ludovico Bullini Orlandi, Fabio Fraticelli, Francesca Negri<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Buratti-Parola-Satta.pdf\" target=\"_blank\" rel=\"noopener\"><strong><span style=\"color: #346782;\">The use of social media marketing in B2B services: A look at some \u201cconservative\u201d industries<\/span><\/strong><\/a><br \/>\n<em>Nicoletta Buratti, Francesco Parola, Giovanni Satta<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Cano-Viza-Kourouklis.pdf\" target=\"_blank\" rel=\"noopener\"><strong><span style=\"color: #346782;\">Critical success factors for implementing continuous improvement approaches within public sector organisations<\/span><\/strong><\/a><br \/>\n<em>Michele Cano, Evdoxia Viza, Athanassios Kourouklis<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Car\u00e8-Colurcio.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>When the Community gets Smart. Looking at the IoT as value co-creation construct<\/strong><\/span><\/a><br \/>\n<em>Stella Car\u00e8, Maria Colurcio<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Castellani-Berton.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Fake news and corporate reputation: What strategies do companies adopt against false information in the media?<\/strong><\/span><\/a><br \/>\n<em>Paola Castellani, Marina Berton<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Cavallone.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>The role of collaboration in the internationalization of a niche product: The case of \u201cMoscato di Scanzo\u201d wine<\/strong><\/span><\/a><br \/>\n<em>Mauro Cavallone<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Chiarini-Chrerrafi.pdf\" target=\"_blank\" rel=\"noopener\"><strong><span style=\"color: #346782;\">Improving patient satisfaction using lean manufacturing tools. Case studies from Italy<\/span><\/strong><\/a><br \/>\n<em>Andrea Chiarini, Anass Cherrafi<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Ciasullo-Maione-Torre-Troisi.pdf\" target=\"_blank\" rel=\"noopener\"><strong><span style=\"color: #346782;\">The growth of carpooling: Insights from a social media investigation<\/span><\/strong><\/a><br \/>\n<em>Maria Vincenza Ciasullo, Gennaro Maione, Carlo Torre, Orlando Troisi<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Cobelli-Bonfanti-Cubico-Favretto.pdf\" target=\"_blank\" rel=\"noopener\"><strong><span style=\"color: #346782;\">The impact of e-service quality and information quality on perceived value in career guidance e-services for students<\/span><\/strong><\/a><br \/>\n<em>Nicola Cobelli, Angelo Bonfanti, Serena Cubico, Giuseppe Favretto<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Dalakis-Yfantidou-Papaioannou-Costa.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Travel behavior and the type of holiday they choose in Greece<\/strong><\/span><\/a><br \/>\n<em>Antonios Dalakis, Georgia Yfantidou, Alkistis Papaioannou, George Costa<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-De-Crescenzo-Pichler.pdf\"><strong><span style=\"color: #346782;\">Platforms business model in the Italian civic crowdfunding market: An empirical analysis<\/span><\/strong><\/a><br \/>\n<em>Veronica De Crescenzo, Flavio Pichler<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Douglas-Douglas-Muturi-Ochieng.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>An exploratory study of critical success factors for SMEs in Kenya<\/strong><\/span><\/a><br \/>\n<em>Jacqueline Douglas, Alexander Douglas, David Muturi, Jackie Ochieng<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Edwards-Ross-Styger.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>A pilot study into mapping atypical supply networks<\/strong><\/span><\/a><br \/>\n<em>Mark Edwards, Pauline J. Ross, Lee E.J. Styger<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Elba-Ciappei-Rialti-Zollo.pdf\"><span style=\"color: #346782;\"><strong>Evaluating the quality and effectiveness of regional healthcare systems: A non-parametric analysis of ISTAT health for all data<\/strong><\/span><\/a><br \/>\n<em>Filippo Elba, Cristiano Ciappei, Riccardo Rialti, Lamberto Zollo<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Formisano-Fedele-Calabrese.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Materiality matrix: A comparison between relevant indicators for banks and stakeholder<\/strong><\/span><\/a><br \/>\n<em>Vincenzo Formisano, Maria Fedele, Mario Calabrese<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Frau-Cabiddu-Lombardo-Moi.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Practice theory and value co-creation: An assessment model<\/strong><\/span><\/a><br \/>\n<em>Moreno Frau, Francesca Cabiddu, Sebastiano Lombardo, Ludovica Moi<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Galeone-Sebastiani.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Transformative service research in the hospitality industry: The case of the \u201cAlbergo Diffuso\u201d<\/strong><\/span><\/a><br \/>\n<em>Annalisa Galeone, Roberta Sebastiani<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Giaretta-Rossato-E-Raza.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Jugaad and innovation: Which links?<\/strong><\/span><\/a><br \/>\n<em>Elena Giaretta, Chiara Rossato, Syed Shan-E-Raza<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Giudic-Dettori-Caboni.pdf\" target=\"_blank\" rel=\"noopener\"><strong><span style=\"color: #346782;\">Neurotourism: Futuristic perspective or today\u2019s reality?<\/span><\/strong><\/a><br \/>\n<em>Ernestina Giudici, Angela Dettori, Federica Caboni<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Ieva-Ziliani.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>The interplay between customer experience and customer loyalty: Which touchpoints matter?<\/strong><\/span><\/a><br \/>\n<em>Marco Ieva, Cristina Ziliani<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Isaksson.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Assessing sustainability reports based on Quality Management principles \u2013 a preliminary review<\/strong><\/span><\/a><br \/>\n<em>Raine Isaksson<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Kern-Refflinghaus-Klute-Wenig.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Q-KEY2 &#8211; an educational game for improving employees\u2019 quality awareness<\/strong><\/span><\/a><br \/>\nChristian Kern, Robert Refflinghaus, Sandra Klute-Wenig<\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Kiauta-Rahelic-Jovanovic.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Management of organisational energy supported by QM system -the case of CCE<\/strong><\/span><\/a><br \/>\n<em>Marko Kiauta, Ivan Raheli\u0107, Jure Jovanovi\u0107<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Li-Pira-Cabigiosu-Campagnolo.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>How much do firms imitate each other? The role of external search strategies in KIBS firms<\/strong><\/span><\/a><br \/>\n<em>Stefano Li Pira, Anna Cabigiosu, Diego Campagnolo<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Limata.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Assessing social impact through theory of change in voluntourism<\/strong><\/span><\/a><br \/>\n<em>Plinio Limata<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Madhushani.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>\u201cLet\u2019s preserve the spirit of sport\u201d: Preventive approaches of using performance enhancing drugs among national level athletes in Sri Lanka<\/strong><\/span><\/a><br \/>\n<em>A.A.L. Madhushani<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Magno-Cassia-Ugolini.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Factors influencing prices on accommodation sharing platforms: The effects of host\u2019s experience and market demand<\/strong><\/span><\/a><br \/>\n<em>Francesca Magno, Fabio Cassia, Marta Ugolini<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Magno-Dossena.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Mega-events\u2019 medium-term effects on host communities: The role of community pride<\/strong><\/span><\/a><br \/>\n<em>Francesca Magno, Giovanna Dossena<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Manna-Ciasullo-Cosimato-Palumbo.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Education level and income attainment inequalities: A service ecosystem perspective<\/strong><\/span><\/a><br \/>\n<em>Rosalba Manna, Maria Vincenza Ciasullo, Silvia Cosimato, Rocco Palumbo<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Marino.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Re-categorization and possible innovative, primary Systemic entire Marketing Re-articulations in Western btob services\u2019 firms<\/strong><\/span><\/a><br \/>\n<em>Alberto Marino<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Martin.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Who\u2019s afraid of Virginia Woolf?<\/strong><\/span><\/a><br \/>\n<em>Jacques M.A. Martin<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Mauri-Minazzi-Vannacci.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>The determinants of managerial responses to hotel guests\u2019 reviews: An exploratory study in the city of Milan<\/strong><\/span><\/a><br \/>\nAurelio G. Mauri, Roberta Minazzi, Roberta Minazzi, Benedetta Vannacci, Benedetta Vannacci<\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Moretta-Tartaglione-Cavacece-Russo.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>The excellence of patient-centred healthcare: investigating the links between satisfaction, co-creation and empowerment<\/strong><\/span><\/a><br \/>\n<em>Andrea Moretta Tartaglione, Ylenia Cavacece, Giuseppe Russo<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Moura-e-S\u00e0-Cunha.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Understanding the determinants of customer loyalty in swimming pools<\/strong><\/span><\/a><br \/>\n<em>Patr\u00edcia Moura e S\u00e1, Patr\u00edcia Cunha<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Norgren-Leinfland-Planander.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Developing a preliminary model of healthcare matching as a service. Usefulness and barriers<\/strong><\/span><\/a><br \/>\n<em>Lars Nordgren, Catharina Wingner Leifland, Agneta Planander<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Paiola.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Digitalization and servitization: Opportunities and challenges for Italian SMES<\/strong><\/span><\/a><br \/>\n<em>Marco Paiola<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Palumbo-Annarumma-Musella-Adinolfi.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Realizing excellence in health care: The relationship between health literacy, self-efficacy, awareness and health services\u2019 use<\/strong><\/span><\/a><br \/>\n<em>Rocco Palumbo, Carmela Annarumma, Marco Musella, Paola Adinolfi<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Papadimitriou.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Toulon-Verona Conference Excellence in Services 2008-2016: Primary highlights of the best papers<\/strong><\/span><\/a><br \/>\n<em>Antigoni Papadimitriou<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Papaioannou-Kriemadis-Yfantidou-Patrikiou-Avgerinou.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Customer-oriented strategy in Greek sport business sector: The case of the sport enterprise \u201cHolmes place Glyfada\u201d<\/strong><\/span><\/a><br \/>\nAlkistis Papaioannou, Thanos Kriemadis, Georgia Yfantidou, Aikaterini Patrikiou, Vasiliki Avgerinou<\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Pellicelli-Bollani-Borgo.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Customer satisfaction surveys also intended to gain information on the enterprise core business enlargement. A case history in banking services<\/strong><\/span><\/a><br \/>\n<em>Anna Claudia Pellicelli, Luigi Bollani, Enrico Borgo<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Piccarozzi-Abbate-Aquilani.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Do platforms contribute to value co-creation processes? Insights from a Service-Dominant logic perspective<\/strong><\/span><\/a><br \/>\nMichela Piccarozzi, Tindara Abbate, Barbara Aquilani<\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Pimentel-Piras.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>The impact of EFQM awards on organizational management<\/strong><\/span><\/a><br \/>\n<em>Lu\u00eds Pimentel, Ant\u00f3nio Ramos Pires<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Pinna-Carrus-Musso-Cicotto.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>The student-university identification and its impacts on the students\u2019 extra role behaviours. An empirical investigation<\/strong><\/span><\/a><br \/>\n<em>Roberta Pinna, Pier Paolo Carrus, Marta Musso, Gianfranco Cicotto<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Raanan.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Reengineering higher education &#8211; can it be done?<\/strong><\/span><\/a><br \/>\n<em>Yossi Raanan<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Richardson-McGowan-Styger.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Heutagogy &#8211; An updated approach to Masters Education<\/strong><\/span><\/a><br \/>\n<em>Lauren P. Richardson, Carol G. McGowan, Lee E. J. Styger<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Sallaku-Vigolo-Testa.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Social media communication in water utilities<\/strong><\/span><\/a><br \/>\n<em>Rezarta Sallaku, Vania Vigolo, Federico Testa<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Silvestri-Piccarozzi-Aquilani-Ruggieri.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>How quality cues and attributes affect consumer quality perception in traditional food? An analysis on grated Parmigiano Reggiano cheese<\/strong><\/span><\/a><br \/>\n<em>Cecilia Silvestri, Michela Piccarozzi, Barbara Aquilani, Alessandro Ruggieri<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Simone-Arcuri-La-Sala.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Be vicarious: The challenge for project management in the service economy<\/strong><\/span><\/a><br \/>\n<em>Cristina Simone, Marco Arcuri, Antonio La Sala<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Tokarchuk-Maurer.pdf\" target=\"_blank\" rel=\"noopener\"><strong><span style=\"color: #346782;\">Vacation satisfaction and vacationists\u2019 quality of life<\/span><\/strong><\/a><br \/>\n<em>Oksana Tokarchuk, Oswin Maurer<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Traboulsi-Frau-Cabiddu.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Perceived experience value within digital museums transformation: The case of active senior visitors<\/strong><\/span><\/a><br \/>\n<em>Christelle Traboulsi, Moreno Frau, Francesca Cabiddu<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Trotta-Garengo.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>A co-word analysis on Human Resource Management literature: The role of technological innovation from 2007-2017<\/strong><\/span><\/a><br \/>\n<em>Dennis Trotta, Patrizia Garengo<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Vargas-S\u00e0nchez-Perano.pdf\" target=\"_blank\" rel=\"noopener\"><strong><span style=\"color: #346782;\">Halal tourism and new generations: The Indonesian case<\/span><\/strong><\/a><br \/>\n<em>Alfonso Vargas-S\u00e1nchez, Mirko Perano<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Vigolo-Simeoni-Cassia-Ugolini.pdf\" target=\"_blank\" rel=\"noopener\"><strong><span style=\"color: #346782;\">Older tourists\u2019 travel motivations and overall satisfaction at the destination: The case of Sirmione<\/span><\/strong><\/a><br \/>\n<em>Vania Vigolo, Francesca Simeoni, Fabio Cassia, Marta Ugolini<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Vollero-Palazzo-Siano-Sardanelli.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Communicating CSR for legitimacy: A comparison between service and product companies<\/strong><\/span><\/a><br \/>\n<em>Agostino Vollero, Maria Palazzo, Alfonso Siano, Domenico Sardanelli<\/em><\/li>\n<li><a href=\"https:\/\/sites.les.univr.it\/eisic\/wp-content\/uploads\/2018\/07\/20-EISIC-Yfantidou-Spyridopoulou-Papaioannou-Balaska.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #346782;\"><strong>Service innovation in hotels for people with disabilities<\/strong><\/span><\/a><br \/>\n<em>Georgia Yfantidou, Eleni Spyridopoulou, Alkistis Papaioannou, Panagiota Balaska<\/em><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Proceedings of 20th\u00a0Excellence in Services International Conference University of Verona|\u00a06-7 September 2017 &nbsp; Index Value co-creation in the video game industry Graziano Abrate, Anna Menozzi The consumer experience of aesthetic&hellip;<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[],"class_list":["post-326","post","type-post","status-publish","format-standard","hentry","category-conference"],"_links":{"self":[{"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/posts\/326","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/comments?post=326"}],"version-history":[{"count":26,"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/posts\/326\/revisions"}],"predecessor-version":[{"id":748,"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/posts\/326\/revisions\/748"}],"wp:attachment":[{"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/media?parent=326"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/categories?post=326"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/tags?post=326"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}