{"id":766,"date":"2018-07-31T18:36:40","date_gmt":"2018-07-31T16:36:40","guid":{"rendered":"http:\/\/sites.les.univr.it\/eisic\/?p=766"},"modified":"2018-07-31T18:46:49","modified_gmt":"2018-07-31T16:46:49","slug":"16th-tvc-ljubljana-2013","status":"publish","type":"post","link":"https:\/\/sites.les.univr.it\/eisic\/archives\/766","title":{"rendered":"16th TVC (Ljubljana, 2013)"},"content":{"rendered":"

Proceedings of 16th<\/sup>\u00a0Toulon-Verona Conference on “Excellence in Services”<\/span><\/strong><\/h1>\n

University of Ljubljana\u00a0 |\u00a0 29-30 August 2013
\n<\/span><\/strong><\/h3>\n

 <\/p>\n

    \n
  • Index<\/b><\/span><\/li>\n
  • The competencies of nursing staff\u00b4s and their development \u2013 measurement of staff\u00b4s competencies related to international cooperation in four Danish and Finnish hospitals<\/span><\/strong>
    \nOuti Ahonen, Liisa Astala, Dorte Dall-Hansen, Eva Odgaard, Elina Ora-Hyyti\u00e4inen<\/li>\n
  • What kind of primary care for Italy? Juridical and organizational peculiarities of primary care after the Balduzzi reform<\/span><\/strong>
    \nAntonio Alizzi, Maurizio Campagna<\/li>\n
  • Organizational Implications and Value of CRM Initiatives in the Hotel. The Results of an Empirical Analysis<\/span><\/strong>
    \nAntonella Angelini, Maria Zifaro<\/li>\n
  • Technical Efficiency of Education Sector in the EU and OECD Countries: The Case of Tertiary Education<\/span><\/strong>
    \nAleksander Aristovnik<\/li>\n
  • A 5 Senses Perspective to Quality in Hospitals<\/span><\/strong>
    \nClaudio Baccarani, Marta Ugolini<\/li>\n
  • Serious Games: Leverage for Knowledge Management<\/span><\/strong>
    \nCaroline Bayart, Sandra Bertezene, Jacques Martin, David Vallat<\/li>\n
  • Islamic finance services and their application to the Italian financial system<\/span><\/strong>
    \nPaolo Pietro Biancone<\/li>\n
  • Evaluating Quality in Healthcare Organisations: The Experience of the Performance Plan in Lombardy Region<\/span><\/strong>
    \nLuigi Bottone, Andrea Francesconi, Renato Ruffini<\/li>\n
  • Diminishing University (E)Quality by Mandatory Retirement (Higher Education)<\/span><\/strong>
    \nNejc Brezovar<\/li>\n
  • Are rural service firms getting it right? A case-study comparing service quality priorities of providers and users<\/span><\/strong>
    \nMichele Cano, David Moyes<\/li>\n
  • To coupon or not to coupon? A study on perceived effectiveness of social couponing campaigns in the Italian hotel industry<\/span><\/strong>
    \nFabio Cassia, Francesca Magno, Marta Ugolini<\/li>\n
  • Communication as a Key Factor in Banking Customer Relationship<\/span><\/strong>
    \nMauro Cavallone, Michele Modina<\/li>\n
  • Culturally Customized Communication as a Methodological Approach to Overcome the Adaptation vs Standardisation Dilemma<\/span><\/strong>
    \nMauro Cavallone<\/li>\n
  • Transforming Theory into Practice: The Concept and Development of a Service Science Graduate Program<\/span><\/strong>
    \nDario Cavenago, Elisabetta Marafioti, Mattia Martini<\/li>\n
  • Airline Innovation & Sustainability: A Systems Perspective<\/span><\/strong>
    \nPeter Critchley<\/li>\n
  • Decision Making Approach in Measurement of Quality of Service: A Real Application to \u201cCe.M.O.N. Company\u201d<\/span><\/strong>
    \nStefano De Falco, Italo Del Gaudio<\/li>\n
  • Excellence in Health Care Service through Optimization of the his, Healthcare Information System<\/span><\/strong>
    \nStefano De Falco<\/li>\n
  • The Management of a Project for the Improvement of the Services Quality in the Tourism Sector – The Certification Emas\/Ecolabel of a Touristic Structure in the South Italy<\/span><\/strong>
    \nArianna Di Vittorio, Pierluigi Passaro<\/li>\n
  • Disruptive Students within Higher Education<\/span><\/strong>
    \nJackie Douglas, Alex Douglas<\/li>\n
  • Bologna Paradigm in a Portuguese Polytechnic Institute the Case of the Second Cycle<\/span><\/strong>
    \nJoana Duarte, Helena Gon\u00e7alves, Antonio M.R. Pires<\/li>\n
  • Impact of Quality Improvement Instruments on Organizational Learning in Administrative Organizations \u2013 Theoretical and Methodological Approach<\/span><\/strong>
    \nJasmina D\u017eini\u0107<\/li>\n
  • Linking the Principles of Supply Chain Management to Aid and Development: A Case Study – Waters of Ayole\u2019<\/span><\/strong>
    \nMark Edwards, Lee E.J. Styger<\/li>\n
  • Process management, a key issue for organizational competitiveness<\/span><\/strong>
    \nRafael Espinosa<\/li>\n
  • Corporate Brand Communication in Italian Hospitals: Is Time Ripe?<\/span><\/strong>
    \nAnnamaria Esposito<\/li>\n
  • Understanding the Success Factors of Electronic Supply Chain Management among Manufacturing SMEs<\/span><\/strong>
    \nHajar Fatorachian, Malihe Shahidan<\/li>\n
  • Surface Defect Detection Using Gabor Wavelets Characteristics and Neural Network Classifier<\/span><\/strong>
    \n\u017diga Gosar<\/li>\n
  • A Hospital Structure of Pain Medicine to Improve the Patients\u2019 Perceived Quality of Health Care Services: The Experience of the University Hospital \u201cOspedali Riuniti\u201d in Foggia<\/span>
    \nNicolaia Iaffaldano, Antonio Battista<\/li>\n
  • Lean Higher Education and Lean Research<\/span><\/strong>
    \nRaine Isaksson, Christer Kuttainen, Rickard Garvare<\/li>\n
  • Constructing composite environmental indicators<\/span><\/strong>
    \n\u017diga Kotnik, Maja Klun<\/li>\n
  • Public Service Excellence through Participation in Administrative Procedures – Trends and Challenges in Slovenia and EU<\/span><\/strong>
    \nPolonca Kova\u010d, Tina Sever<\/li>\n
  • Social Media Marketing in the Wellness Industry<\/span><\/strong>
    \nStefan Lagrosen, Kerstin Grund\u00e9n<\/li>\n
  • Employee Health in the Wellness Industry<\/span><\/strong>
    \nYvonne Lagrosen, Stefan Lagrosen, Linda Lind<\/li>\n
  • European Standards and Public Administration Reform in the Republic of Serbia<\/span><\/strong>
    \nZoran Lon\u010dar, Dejan Vu\u010deti\u0107<\/li>\n
  • Customer Dissatisfaction in the Financial Industry: The Case of Complaints Management in Italian Banking<\/span><\/strong>
    \nAntonella Malinconico, Assunta Leone, Antonio Lucadamo<\/li>\n
  • Person and Values at the Center of the Firm\u2019s Marketing Activities: Some Reflections on the Ongoing Trends<\/span><\/strong>
    \nAlberto Marino<\/li>\n
  • A Framework for Employee Appraisal in Services. An Experiment in a Vietnamese Bank<\/span><\/strong>
    \nJacques Martin, Nguyen Van Tien<\/li>\n
  • Crowdfunding and Local Governments: A Financial Opportunity for a New Liaison with Citizens<\/span><\/strong>
    \nAngelo Miglietta, Emanuele Parisi, Matteo Pessione, Flavio Servato<\/li>\n
  • Theoretical Challenges of Financing Higher Education in the West Balkans Region<\/span><\/strong>
    \nMilo\u0161 Milosavljevi\u0107, Sla\u0111ana Benkovi\u0107<\/li>\n
  • Isomorphism and Decoupling in the Dynamics of Governance of Italian University<\/span><\/strong>
    \nClaudio Nigro, Enrica Iannuzzi, Flora Cortese, Miriam Petracca<\/li>\n
  • Evaluating the Effects on Sustainability and Performance of Acute Care Hospital Beds Reduction: A Dynamic Model<\/span><\/strong>
    \nStefano Olgiati, Alessandro Danovi, Giorgio Magon, Oliviero Rinaldi, Daniele Piacentini, Daniele Giuseppe Dozzo, Giancarlo Cesana<\/li>\n
  • Quality Indicators for Success and Excellence of Franchisee Network<\/span><\/strong>
    \nPaola Orlandini, Cinzia Vallone, Federica Doni, Raffaella Cecchetti<\/li>\n
  • Strategic Planning and Benchmarking Perceptions and Concerns from Public and Private Western Balkan Universities<\/span><\/strong>
    \nAntigoni Papadimitriou<\/li>\n
  • Efficiency Levels of Public Sector Units \u2013 Empirical Analysis for Local Jurisdictions in Slovenia<\/span><\/strong>
    \nPrimo\u017e Pevcin<\/li>\n
  • Profile of Use of Information about Quality Related Costs<\/span><\/strong>
    \nAnt\u00f3nio Ramos Pires, Jorge Casas Novas, Aida Coelho, Margarida Saraiva<\/li>\n
  • An Innovative Testing System for Improving Testing Quality<\/span><\/strong>
    \nYossi Raanan<\/li>\n
  • Aggregation and Innovation in Rural Tourism: Tourist Destination of the \u201cHundred Country Houses\u201d<\/span><\/strong>
    \nVito Roberto Santamato, Nicolaia Iaffaldano, Nicola Micucci<\/li>\n
  • Quality System Certification in Institutions of Social Responses<\/span><\/strong>
    \nBoguslawa Sardinha, Susana Lucas, Ot\u00edlia Dias, Ant\u00f3nio Ramos Pires<\/li>\n
  • Monitoring and Measuring the Efficiency of Health Care: The Comparison of Health Care Efficiency in the Selected EU Member States<\/span><\/strong>
    \nStanka Setnikar Cankar, Veronika Petkov\u0161ek<\/li>\n
  • Reporting on New Healthcare Quality Indicators: Supporting Improvement or Misleading Users?<\/span><\/strong>
    \nBiserka Sim\u010di\u010d, Mircha Poldrugovac<\/li>\n
  • An Identification of the Current Constraints of Knowledge Business Modelling as a Strategic Decision Making Tool<\/span><\/strong>
    \nLee E.J. Styger<\/li>\n
  • Italian Universities and Excellence. A Mottled Approach<\/span><\/strong>
    \nFabio Taiariol<\/li>\n
  • Service Quality Kaizen Blitz: The Road to Improving Customer Satisfaction<\/span><\/strong>
    \nRobert Teehan, Walter Tucker<\/li>\n
  • \u201cAlbergo Diffuso\u201d and Customer Satisfaction: A Quality Services Analysis<\/span><\/strong>
    \nCinzia Vallone, Valerio Veglio<\/li>\n
  • The Network Theory and the Learning Task. Formative Processes for the Value Creation in a Global Economy<\/span><\/strong>
    \nRaffaella Vallone<\/li>\n
  • Loyalty and Switching Behavior among Corporate Energy Customers: A Study in the Italian Context<\/span><\/strong>
    \nVania Vigolo, Fabio Cassia<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"

    Proceedings of 16th\u00a0Toulon-Verona Conference on “Excellence in Services” University of Ljubljana\u00a0 |\u00a0 29-30 August 2013   Index The competencies of nursing staff\u00b4s and their development \u2013 measurement of staff\u00b4s competencies…<\/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-766","post","type-post","status-publish","format-standard","hentry","category-conference"],"_links":{"self":[{"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/posts\/766","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=766"}],"version-history":[{"count":2,"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/posts\/766\/revisions"}],"predecessor-version":[{"id":769,"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/posts\/766\/revisions\/769"}],"wp:attachment":[{"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/media?parent=766"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/categories?post=766"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/tags?post=766"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}