{"id":772,"date":"2018-07-31T19:13:31","date_gmt":"2018-07-31T17:13:31","guid":{"rendered":"http:\/\/sites.les.univr.it\/eisic\/?p=772"},"modified":"2018-07-31T19:47:25","modified_gmt":"2018-07-31T17:47:25","slug":"14th-tvc-alicante-2011","status":"publish","type":"post","link":"https:\/\/sites.les.univr.it\/eisic\/archives\/772","title":{"rendered":"14th TVC (Alicante, 2011)"},"content":{"rendered":"

Proceedings of 14th<\/sup>\u00a0Toulon-Verona Conference on “Excellence in Services”<\/span><\/strong><\/h1>\n

University of Alicante\u00a0 |\u00a0 1-3 September 2011
\n<\/span><\/strong><\/h3>\n

 <\/p>\n

    \n
  • Index<\/b><\/span><\/li>\n
  • University and Sports: How to Improve the CUS Services?<\/strong><\/span>
    \nTindara Abbate, Angela Alibrandi, Maria Luiza Souca<\/li>\n
  • Integrated Management Systems – Testing a Model for Integration<\/span><\/strong>
    \nSten Abrahamsson, Jonas Hansson, Raine Isaksson<\/li>\n
  • Productivity of Travel Agencies: A Comparative Analysis<\/span><\/strong>
    \nAlberto \u00c1lvarez-Su\u00e1rez, Ram\u00f3n Fuentes<\/li>\n
  • Quality and Evaluation of Teaching in Spanish Universities<\/span><\/strong>
    \nAlvira, M.J. Aguilar, D. Betrisey, F. Blanco, A. Lahera-S\u00e1nchez, C. Mitxelena, C. Vel\u00e1zquez<\/li>\n
  • An Evaluation Model for the Effectiveness of the General Practitioner (GP) in the Italian Health Care System<\/span><\/strong>
    \nChiara Ambaglio, Laura Bottinelli, Enrica Pavione<\/li>\n
  • The Supplier\u2019s Contribution to the Value Co-Creation Process and the Effect on Business Value<\/span><\/strong>
    \nAntonella Angelini<\/li>\n
  • Value Co-Creation through Multi Channels Distributions: The Nike ID Case<\/strong><\/span>
    \nAngioni, F. Cabiddu, M.C. Di Guardo<\/li>\n
  • Improving ISO 9001:2008 with Six Sigma Methodology<\/span><\/strong>
    \nGl\u00f3ria Antunes, Ant\u00f3nio Pires<\/li>\n
  • Developing a Suitable Framework for Appropriate Project Management Application for IT Industry of Pakistan<\/span><\/strong>
    \nKamran Arshad, Tariq Rafique, Azam Ishaque, Asim Nisar<\/li>\n
  • The Need for Customer Education in High People-Density Services: A New Role for Service Providers<\/span><\/strong>
    \nClaudio Baccarani, Federico Brunetti<\/li>\n
  • Waiting Lists in a Public Health Service: A Fact of Life or Time for a Change?<\/span><\/strong>
    \nEnrico Baldantoni, Emanuele Torri<\/li>\n
  • Developing Adaptive E-Learning Portal in Higher Education<\/span><\/strong>
    \nDu\u0161an Bara\u0107, Zorica Bogdanovi\u0107, Aleksandar Mili\u0107, Branislav Jovani\u0107, Bo\u017eidar Radenkovi\u0107<\/li>\n
  • Implementing an Ethical Governance in Homes for the Elderly<\/span><\/strong>
    \nJos\u00e9 Barradas, Paulo Sampaio<\/li>\n
  • Improving the Quality of the Coaching Process for Entrepreneurship: A Study of the Case of France<\/span><\/strong>
    \nSandra Bertezene, Cyrille Ferraton, Jacques Martin, David Vallat<\/li>\n
  • Implementing an Ethical Governance in Homes for the Elderly<\/span><\/strong>
    \nSandra Bertezene, Jacques Martin<\/li>\n
  • Management System and Control Model for Corporate Fraud Accountability (note 1)<\/span><\/strong>
    \nPaolo Pietro Biancone, Marco Bechis, Andrea Serlenga<\/li>\n
  • Management System and Control Model for Corporate Fraud Accountability (note 2)<\/span><\/strong>
    \nPaolo Pietro Biancone, Marco Bechis, Andrea Serlenga<\/li>\n
  • The Mediation as a High Quality Service to Resolve Disputes<\/span><\/strong>
    \nPaolo Pietro Biancone<\/li>\n
  • Lean Management in Healthcare Organizations. New Experiences in Italian Context<\/span><\/strong>
    \nFrancesco Bifulco, Carmen Raimondo<\/li>\n
  • Geomarketing to Support the Strategies of the Gardaland Amusement Park<\/span><\/strong>
    \nAngelo Bonfanti, Paola Castellani, Chiara Rossato<\/li>\n
  • Staying Excellent: Managing Challenges to Excellence<\/span><\/strong>
    \nAlan Brown<\/li>\n
  • A Model for Benchmarking Service Quality: Small Hotels on the Periphery<\/span><\/strong>
    \nMichele Cano, Siobhan Drummond, Athanassios Kourouklis<\/li>\n
  • Evaluation of Continuous Improvement Approaches within the Scottish Manufacturing Sector<\/span><\/strong>
    \nMichele Cano, Abdessamad Kobi<\/li>\n
  • Generic Medicines Non-Adoption: Investigating the Perceptions and Attitudes of Customers and the Role of Health Professionals\u2019 Service Network<\/span><\/strong>
    \nFabio Cassia, Nicola Cobelli, Liz Gill<\/li>\n
  • Customers\u2019 Perception of Banking Services\u2019 Quality: An Empirical Evidence<\/span><\/strong>
    \nMauro Cavallone, Michele Modina<\/li>\n
  • The Creation of Sustainable Value in SMEs. A Case Study<\/span><\/strong>
    \nMaria Vincenza Ciasullo, Orlando Troisi<\/li>\n
  • Identifying Opportunity Gaps in the Quest for Excellence<\/span><\/strong>
    \nGraeme Cocks<\/li>\n
  • Competence Gaps in Company Directors in New Zealand<\/span><\/strong>
    \nGraeme Cocks, Jens Mueller, Coral Ingley, Morina Rennie<\/li>\n
  • Word of Mouth in the Tourism Industry: An Empirical Investigation of Service Experience<\/span><\/strong>
    \nIlenia Confente<\/li>\n
  • The First Implementation in Italy of 112 as Unique Emergency Dial Number (UEN). The Varese Project Managed by AREU<\/span><\/strong>
    \nCristina Corbetta, Gabriele Dassi, Andrea Francesconi, Alberto Zoli<\/li>\n
  • Quality Management at Institutes of Higher Education<\/span><\/strong>
    \nBarbara Covarrubias Venegas, Gudrun Gaedke, Gerald Janous, Stefanie Recker<\/li>\n
  • New Technology for Strategic Management Policy in Small Areas: The \u2018GIS Piedmont Region<\/span><\/strong>
    \nMonica Cugno, Angela Scilla<\/li>\n
  • How Teachers and Students May Work to Build a More Sustainable World<\/span><\/strong>
    \nSilvia Dess\u00ec, Ernestina Giudici<\/li>\n
  • Virtual University Corporation: Key Strategy in Creating Competitive Advantage in Higher Education in Third World Countries<\/span><\/strong>
    \nMilan Z. Dimitrijevic<\/li>\n
  • Data Mining in Medicine: Using Cart for Prediction of Outcome in Septic Patient Treatment<\/span><\/strong>
    \nMarina Dobrota, Milica Bulajic, Zoran Radojicic<\/li>\n
  • Public Administration, Communication Technologies and Crowdsourcing: Opportunity for Social Change<\/span><\/strong>
    \nMirjana Drakuli\u0107, Djordje Krivokapi\u0107, Mina Mirkovic<\/li>\n
  • Insights about Communication Planning in Health Care: An Exploratory Study<\/span><\/strong>
    \nAnnamaria Esposito<\/li>\n
  • Professional Identity and the Psycho-Social Contract: The Ideological Link to Commitment<\/span><\/strong>
    \nJo\u00e3o Fontes da Costa, Teresa Carla Oliveira<\/li>\n
  • Competition in the Organized Retail Market and the Role of Brand: Empirical Evidence in an Italian Town<\/span><\/strong>
    \nGiovanni Fraquelli, Anna Menozzi<\/li>\n
  • Technology and Training in Tourism Economics: A Preliminary Study of the Suitability of Tools<\/span><\/strong>
    \nRam\u00f3n Fuentes Pascual, Adelaida Lillo Ba\u00f1uls, Jos\u00e9 Francisco Perles Ribes<\/li>\n
  • The Assessment of Cultural Experience through Learning Processes: A Model for Individual, Firm and Territory System Viable Competitiveness<\/span><\/strong>
    \nCarmen Gallucci, Piera Bellelli, Giuliana Sacc\u00e0<\/li>\n
  • Method for Screening Sustainability Reports in the Financial Services Industry<\/span><\/strong>
    \nGil Gomes Dos Santos, Dong Han, Gerald Reiner, Kilian Stoffel<\/li>\n
  • Building China\u2019s Rural Healthcare Performance Evaluation System: A Tuscan Perspective<\/span><\/strong>
    \nHao Li<\/li>\n
  • University Support to Regional Development – Process Based Stakeholder Management in Gotland<\/span><\/strong>
    \nRaine Isaksson<\/li>\n
  • The Learning Process of Health Service Procurement<\/span><\/strong>
    \nStefan Lagrosen, Yvonne Lagrosen<\/li>\n
  • Educational Value in Distance and in Campus Education Seen from a Stakeholder Perspective – The Case of Sweden<\/span><\/strong>
    \nMia Ljungblom, Raine Isaksson<\/li>\n
  • Surveys as an Instrument for Evaluating the Educational Process: An Experience in the Tourism Degree of the University of Alicante<\/span><\/strong>
    \nLloret Llinares, R. Evangelio Llorca, M. J. Pastor Alfonso, J. R. Valero Escandell, R. Fuentes Pascual, M. P. Such Climent<\/li>\n
  • Manager\u2019s and Citizen\u2019s Perspective of Positive and Negative Risks for Small Probabilities<\/strong><\/span>
    \nAlberto Lombardo, Stefano Barone<\/li>\n
  • Are Citizens Always Right? Investigating Why Citizens\u2019 Inputs are not Always Beneficial to Public Services Co-Production<\/span><\/strong>
    \nFrancesca Magno, Fabio Cassia<\/li>\n
  • Towards Uniformly Developed Municipalities, a Serbian Perspective<\/span><\/strong>
    \nPredrag Maletic, Marija Kreca, Veljko Jeremic, Aleksandar Djokovic<\/li>\n
  • Alternative Dispute Resolution Techniques Can Work for Better Services? The Case of Italian Banking Industry<\/span><\/strong>
    \nAntonella Malinconico, Chiara Frigerio, Assunta Leone<\/li>\n
  • Implications on the Design and Methodology of a Strategic Planning Process in a University<\/span><\/strong>
    \nMargarida Mano, Fernando Carvalho, Marisa Silva, Filipe Rocha<\/li>\n
  • From Prosumers to Persumers: The Implementation of a Real Involving (Services) Marketing<\/span><\/strong>
    \nAlberto Marino<\/li>\n
  • Organizational Change, Compliance and Management Control Systems: A Survey on Italian Public Utilities<\/span><\/strong>
    \nMarcello Martinez, Mario Pezzillo Iacono, Caterina Galdiero, Riccardo Mercurio<\/li>\n
  • Public-Private Partnerships in the Italian Healthcare Sector: The Analysis of Organizational Forms<\/span><\/strong>
    \nMarcello Martinez, Mario Pezzillo Iacono, Caterina Galdiero, Riccardo Mercurio<\/li>\n
  • Coventry University Business Improvement Training (CUBIT). The Application of Lean Thinking Within the UK University Sector<\/span><\/strong>
    \nSteve Martin, Wendy Garner, Ivan Arokiam, Ian Wilson<\/li>\n
  • Maintaining ISO 9001 Certification. The Case of Vietnam<\/span>
    \nJacques Martin, Nguyen Minh Tuan<\/li>\n
  • Co-Innovation in Creative-Intensive Business Services: The Role of Clients in Advertising Agencies\u2019 Innovation Processes<\/span><\/strong>
    \nBarbara Masiello, Alessandra Marasco, Francesco Izzo<\/li>\n
  • ISO 9001 Certification: The Customers\u2019 Perspective<\/span><\/strong>
    \nDiana Matias, Paulo Sampaio, Ana Cristina Braga<\/li>\n
  • The Impact of Hotel Reviews Posted by Guests on Customers\u2019 Purchase Process and Expectations<\/span><\/strong>
    \nAurelio G. Mauri, Roberta Minazzi<\/li>\n
  • Facilitating network-building services for social innovation: the case of \u201cThe HUB (Milano)\u201d<\/span><\/strong>
    \nAngelo Miglietta, Matteo Pessione, Fabio Cassia<\/li>\n
  • Schools Self-Assessment: A Study on the Levels of Stakeholders\u2019 Involvement in the Process<\/span><\/strong>
    \nPatr\u00edcia Moura e S\u00e1, Isabel Maia<\/li>\n
  • The Development of Customer Relationship Capital by Small Rural Service Firms<\/span><\/strong>
    \nDavid Moyes<\/li>\n
  • Care Services in Community Pharmacies: The Italian Pharmacist\u2019s Perspective<\/span><\/strong>
    \nGiancarlo Nadin, Giulio Cesare Pacenti<\/li>\n
  • The Management of a Project for the Services Quality Improvement in the Tourism Sector – The Emas\/Ecolabel Certification of a Touristic Structure in South Italy<\/strong><\/span>
    \nPierluigi Passaro, Roberto Carella, Lucia Russo<\/li>\n
  • Application of Contemporary Cost Management Concept in Serbian Local Government<\/span><\/strong>
    \nTijana Obradovi\u0107, Veljko Dmitrovi\u0107, Milica Latinovi\u0107<\/li>\n
  • An In-Depth Study of Public Administrations: The Shift from Citizen Relationship Management to Stakeholder Relationship Governance<\/strong><\/span>
    \nMarco Pellicano, Maria V. Ciasullo, Giulia Monetta, Maureen Galvin<\/li>\n
  • Innovative Systems in Italian Tourism. So-Called \u201cExtended\u201d Hotels<\/span><\/strong>
    \nMarco Pellicano, Giulia Monetta<\/li>\n
  • Methodologies for Integrated Quality Assessment in Higher Education Institutions<\/span><\/strong>
    \nAna Isabel Carmona Pereira Louro, Lu\u00eds Louren\u00e7o, Pedro Saraiva<\/li>\n
  • Methodological Improvement for Higher Environmental Education: A Flexible Approach<\/span><\/strong>
    \nNata\u0161a Petrovi\u0107, Mirjana Drakuli\u0107, Sonja I\u0161ljamovi\u0107, Veljko Jeremi\u0107, Ratimir Drakuli\u0107<\/li>\n
  • Higher Education Dropout: Exploratory Study in the Polytechnic Institute of Set\u00fabal<\/span><\/strong>
    \nAnt\u00f3nio Pires, Helena Gon\u00e7alves<\/li>\n
  • Study of the Pressure on Faculty Members Regarding Passing the Students<\/span><\/strong>
    \nAhmed Ali Qureshi, Saima Afzal<\/li>\n
  • Organizational Change & Design for Strategy Deployment<\/span><\/strong>
    \nAnt\u00f3nio Ramos Pires, Ana Rolo Alves<\/li>\n
  • Online Relationships and Dialogue Orientation in the Italian Hospitality Industry<\/span><\/strong>
    \nStefania Romenti, Roberta Minazzi, Grazia Murtarelli<\/li>\n
  • People Management in Welfare Sector. An Empirical Investigation on Job Satisfaction among People-Care Workers in Italy<\/span><\/strong>
    \nDaria Sarti<\/li>\n
  • Efficiency Prediction of a New Participant in the Market on the Example of the Banking Sector in Serbia<\/span><\/strong>
    \nSava Savic, Milica Bulajic, Gordana Savic<\/li>\n
  • Logistic Impact on Food Price<\/span><\/strong>
    \nMalihe Shahidan, Mehrzad Netadj<\/li>\n
  • Towards an Estimate of Adverse Events in Healthcare in Slovenia: Challenges in Implementing a National Survey<\/span><\/strong>
    \nBiserka Sim\u010di\u010d, Mircha Poldrugovac<\/li>\n
  • The Influence of TQM on Employees\u2019 Work-Related Attitudes and Behavior<\/span><\/strong>
    \nVera Silva Carlos, Lu\u00eds Louren\u00e7o, Lu\u00eds Mendes<\/li>\n
  • A New Paradigm for Higher Education<\/span><\/strong>
    \nYossi Raanan<\/li>\n
  • Tourism Enterprises and Sustainable Tourism: Empirical Evidence from the Province of Pesaro Urbino<\/span><\/strong>
    \nSimone Splendiani, Tonino Pencarelli, Mauro Dini<\/li>\n
  • An Analysis of the Restrictions on the Competitive Readiness of Australian Businesses Due to Their Lack of Formal Quality Management Systems<\/span><\/strong>
    \nLee E.J. Styger<\/li>\n
  • Spin-Off for the Management for the Quality and Innovation in the University of Oviedo. Technical Office for Quality and Innovation (TOQi).<\/span><\/strong>
    \nAlberto \u00c1lvarez-Su\u00e1rez, Javier Alonso, Ramiro Mart\u00eds, Pablo Alba\u00f1il, Miguel Pascual<\/li>\n
  • Teaching Innovation Projects Associated with the Introduction of the New Information Technologies (ICTS) Improve Expected Educational Results: The Case of Engineering Studies at the University of Oviedo<\/span><\/strong>
    \nAlberto \u00c1lvarez-Su\u00e1rez, Miguel Angel Pascual, Javier Alonso, Ram\u00f3n Fuentes, Carlos Catal\u00e1n, Ramiro Mart\u00eds<\/li>\n
  • The Relevance of Economic Reasons for Governmental Choices on Renewable Energies in Italy<\/span><\/strong>
    \nFederico Testa, Francesca Simeoni<\/li>\n
  • Creating Value in Higher Education Institutions<\/span><\/strong>
    \nIvan Toma\u0161evi\u0107, Dragana Stojanovi\u0107, Barbara Simeunovi\u0107, Mili\u0107 Radovi\u0107, Bisera Andri\u0107-Gu\u0161avac<\/li>\n
  • What\u2019s in a Name? Quality in the Public Sector after the Great Recession<\/span><\/strong>
    \nWalter Tucker<\/li>\n
  • Elderly and Health Care Services: The Elements Characterizing the Patient Satisfaction<\/span><\/strong>
    \nAlessandra Tzannis, Giancarlo Nadin<\/li>\n
  • Quality and Destination Image: Differences between Visitors and Non-Visitors. An Italian Perspective on South Africa<\/strong><\/span>
    \nVania Vigolo<\/li>\n
  • Business Model Innovation of Complex Service Providers: A Quest for Fit<\/span><\/strong>
    \nIvanka Visnjic, Andy Neely<\/li>\n
  • Mobile Learning and Improvement of Environmental Education<\/strong><\/span>
    \nVladimir Vujin, Nata\u0161a Petrovid, Sonja I\u0161ljamovi\u0107, Drago Vuk, Marjan Senega\u010dnik<\/li>\n
  • Approaches for Reducing Medical Errors and Increasing Patent Safety: TRM, Quality and 5QS Method<\/span><\/strong>
    \nMosad Zineldin, Jonas Zineldin, Valentina Vasicheva<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"

    Proceedings of 14th\u00a0Toulon-Verona Conference on “Excellence in Services” University of Alicante\u00a0 |\u00a0 1-3 September 2011   Index University and Sports: How to Improve the CUS Services? Tindara Abbate, Angela Alibrandi,…<\/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-772","post","type-post","status-publish","format-standard","hentry","category-conference"],"_links":{"self":[{"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/posts\/772","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=772"}],"version-history":[{"count":3,"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/posts\/772\/revisions"}],"predecessor-version":[{"id":780,"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/posts\/772\/revisions\/780"}],"wp:attachment":[{"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/media?parent=772"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/categories?post=772"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/tags?post=772"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}