{"id":775,"date":"2018-07-31T19:23:33","date_gmt":"2018-07-31T17:23:33","guid":{"rendered":"http:\/\/sites.les.univr.it\/eisic\/?p=775"},"modified":"2018-07-31T19:28:58","modified_gmt":"2018-07-31T17:28:58","slug":"13th-tvc-coimbra-2010","status":"publish","type":"post","link":"https:\/\/sites.les.univr.it\/eisic\/archives\/775","title":{"rendered":"13th TVC (Coimbra, 2010)"},"content":{"rendered":"

Proceedings of 13th<\/sup>\u00a0Toulon-Verona Conference on “Excellence in Services”<\/span><\/strong><\/h1>\n

University of Coimbra\u00a0 |\u00a0 28-29 August 2010
\n<\/span><\/strong><\/h3>\n

 <\/p>\n

    \n
  • Index<\/b><\/span><\/li>\n
  • Prediction of the Student Success Rate by means of Quality Teaching Survey Variables Applying a Multivariate Adaptive Regression Splines (Mars) Models<\/span><\/strong>
    \nRamiro Mart\u00eds, Javier Alonso, Carlos Catal\u00e1n, Ram\u00f3n Fuentes, Alberto A. Su\u00e1rez<\/li>\n
  • Key Performance Indicators in Higher Education Institutions – Average Time of Completion a Degree<\/span><\/strong>
    \nMargarida Mano, Rodrigo Louren\u00e7o<\/li>\n
  • An Evaluation System of the Performance in Italian University Case Study: University of Foggia<\/span><\/strong>
    \nClaudio Nigro, Enrica Iannuzzi<\/li>\n
  • Statistical Properties of a New Student Satisfaction Index<\/span><\/strong>
    \nStefano Barone, Eva Lo Franco<\/li>\n
  • Using a Peer and Self Observation Approach to Facilitate the Adoption of Active Learning Methodologies in Engineering Lecture Classes<\/span><\/strong>
    \nBill Williams, Isabel Carvalho<\/li>\n
  • Preincubation and Incubation \u2013 Services Aiding Students\u2019 Development<\/span><\/strong>
    \nDariusz Przyby\u0142, \u0141ukasz Grudzie\u0144<\/li>\n
  • New Methods of Professional Training for Employees in Education<\/span><\/strong>
    \nMirjana Drakuli\u0107, Svetlana Jovanovi\u0107, Nevenka \u017darki\u0107-Joksimovi\u0107, Ratimir Drakuli\u0107<\/li>\n
  • Student Entrepreneurship. The Influence of the Education System on the Entrepreneurship of University Graduates<\/span><\/strong>
    \nDariusz Przyby\u0142, \u0141ukasz Grudzie\u0144<\/li>\n
  • A Content Analysis of European Universities\u2019 Mission Statements<\/span><\/strong>
    \nDeogratias Bugandwa Mungu Akonkwa, Robert Leslie Lowe<\/li>\n
  • Value Creation of Formative Offer. Implications for University Governance In Italy<\/span><\/strong>
    \nMaria Vincenza Ciasullo, Giulia Monetta<\/li>\n
  • Human Relationships in the Academic Environment. Empirical Evidences from an Italian University<\/span><\/strong>
    \nSalvatore La Rosa, Eva Lo Franco<\/li>\n
  • Quality Culture and Quality Assessment in Higher Education \u2013 The Experience of University of Minho<\/span><\/strong>
    \nIrene Montenegro, Nat\u00e9rcia Morais, Isabel M. Santos, Jos\u00e9 Fernandes, S\u00e9rgio M. Santos, Graciete Dias<\/li>\n
  • Valuing University as a Brand<\/span><\/strong>
    \nNevenka Zarkic Joksimovic, Mirjana Vesovic, Iva Joksimovic<\/li>\n
  • Quality Management System in a Portuguese Higher Polytechnic Institute. Difficulties and Potentialities<\/span><\/strong>
    \nAnt\u00f3nio Ramos Pires<\/li>\n
  • A One Concept for Measuring Results of Environmental Education for Sustainability: Ecological Footprint<\/span><\/strong>
    \nVeljko Jeremi\u0107, Sonja I\u0161ljamovi\u0107, Nata\u0161a Petrovi\u0107<\/li>\n
  • Quality Assessment in Higher Education Institutions<\/span><\/strong>
    \nPedro Saraiva, Lu\u00eds Louren\u00e7o, Ana Isabel Carmona Pereira Louro<\/li>\n
  • Accreditation and Quality: An Evaluation Model for PR and Communication Degree Courses in Italy<\/span><\/strong>
    \nEmanuele Invernizzi, Stefania Romenti, Silvia Biraghi<\/li>\n
  • Lean Thinking in Higher Education: Using the Push-Pull Model for Online Graduate Courses Serving Mid-Career Professionals<\/span><\/strong>
    \nBob Lahidji, Walter Tucker<\/li>\n
  • Quality in Academic Services of the University of \u00c9vora \u2013 The Implementation of the Common Assessment Framework Tool<\/span><\/strong>
    \nTeresa Nogueiro, Margarida Saraiva<\/li>\n
  • Curriculum Development for Higher Environmental Education in Un Decade of Education for Sustainable Development<\/strong><\/span>
    \nNata\u0161a Petrovi\u0107, Du\u0161an Andrija\u0161evi\u0107<\/li>\n
  • University Communication Mix and the Role of Social Network Sites. Is Direct Presence of the College Really Desired By Students?<\/span><\/strong>
    \nBarbara Aquilani, Alessandro Lovari<\/li>\n
  • Knowledge Management Challenges<\/span><\/strong>
    \nMia Ljungblom, Jacob Hallencreutz, Raine Isaksson<\/li>\n
  • Effect of Gemba-Power and Core-Competence on Activation of Firm<\/span><\/strong>
    \nFumiyoshi Miyashita, Yoshimasa Matsui, Tsutomu Izui<\/li>\n
  • Relationships in Creative Networks: A Comparison between Florence and Paris<\/span><\/strong>
    \nGaetano Aiello, Raffaele Donvito, Silvia Ranfagni<\/li>\n
  • The Economic Impact of Nautical Tourism: An Italian Experience on Lake Garda<\/span><\/strong>
    \nNicola Cobelli, Francesca Simeoni, Marta Ugolini, Vania Vigolo<\/li>\n
  • The Improvement of the Museum Heritage and its Use as a Tourist Resource<\/span><\/strong>
    \nAnna Fortunato<\/li>\n
  • Tourism, Cultural Heritage and Transports: Levers of Competitiveness for Achieving an Effective Exploitation of the Territory<\/span><\/strong>
    \nSalvatore La Rosa, Graziella Maria Adriana Sanfilippo<\/li>\n
  • Travel Agencies in Alicante, Spain: A Productivity Analysis<\/span><\/strong>
    \nAlberto \u00c1lvarez-Su\u00e1rez, Ram\u00f3n Fuentes<\/li>\n
  • Marketing Museum Networks: Theoretical Considerations and Empirical Evidence<\/span><\/strong>
    \nTonino Pencarelli, Simone Splendiani<\/li>\n
  • Productivity of Travel Agencies in Alicante, Spain: Additional Results<\/span><\/strong>
    \nRam\u00f3n Fuentes<\/li>\n
  • Quality and the Volunteer Experience: Heritage Training in Tourism<\/strong><\/span>
    \nSiobhan Drummond, Michele Cano<\/li>\n
  • Electronic Channels for Small Sized Hotel Businesses: Some Insights from the Italian Case<\/span><\/strong>
    \nSimone Guercini, Andrea Runfola, Massimo Rosati<\/li>\n
  • From Industrial Museums to Cultural Industry. An Empirical Exploration of How This Heritage Is Being Safeguarded by the Members Of Museimpresa<\/span><\/strong>
    \nPaola Castellani, Chiara Rossato, Laura Ciarmela<\/li>\n
  • Service Science, Management, Engineering and Design and its Suggestions for Destination Management<\/span><\/strong>
    \nLuca Carrubbo<\/li>\n
  • Web Communities as Instruments to Improve Museum Services and Communication Activities<\/strong><\/span>
    \nMatteo Pessione, Fabio Cassia<\/li>\n
  • Which Quality for System Competitiveness? The \u201cLong tail\u201d Touristic Service Case<\/strong><\/span>
    \nLuciano Pilotti, Alessandra Tedeschi-Toschi, Roberta Apa<\/li>\n
  • Quality, Entrepreneurial Orientation and Performance: An Exploratory Study<\/span><\/strong>
    \nAnt\u00f3nio Fernandes, Teresa Felgueira, Lu\u00eds Louren\u00e7o<\/li>\n
  • Moderating Effects of Communication Direction on Job Satisfaction and Job Performance: A Factorial ANOVA Technique<\/span><\/strong>
    \nSajid Khattak, Amanat Ali<\/li>\n
  • Job Characteristics and their Implications on the Behaviours and Satisfaction Levels of Call Center Employees: A Study on a Large Telecomunicatios Company<\/span><\/strong>
    \nAna Cristina Pinto de S\u00e1, Patr\u00edcia Moura e S\u00e1<\/li>\n
  • Integrated Management Systems \u2013 Advantages, Problems and Possibilities<\/span><\/strong>
    \nSten Abrahamsson, Jonas Hansson, Raine Isaksson<\/li>\n
  • Management Systems Integration: A Synergistic Approach<\/span><\/strong>
    \nJ.P.T. Domingues, P. Sampaio, P.M. Arezes<\/li>\n
  • A Successful Implementation of the Strategy-Focused Excellence In DarouPakhsh Holding (DPH) by Combination of EFQM and BSC<\/span><\/strong>
    \nGholamhossein Farzandi, Mohammad Reza Sakaki, Meisam Saffarinejad<\/li>\n
  • An Analysis of Food Safety Management Systems Certification: The Portuguese Case<\/span><\/strong>
    \nSofia Teixeira, Paulo Sampaio<\/li>\n
  • Create Value by the Interaction between Company and Customer<\/span><\/strong>
    \nAntonella Angelini<\/li>\n
  • Estimation of Attribute Importance by Choice Time in a Ranking Task<\/span><\/strong>
    \nStefano Barone, Alberto Lombardo, Pietro Tarantino<\/li>\n
  • An Approach for Adapting Kano\u2019s Theory to Consider the Weighted Degree of Requirements\u2019 Performance<\/span><\/strong>
    \nChristian Kern, Sandra Klute, Robert Refflinghaus<\/li>\n
  • On the Effects of the Consumer\/Sovereign Ideology<\/strong><\/span>
    \nFederico Brunetti<\/li>\n
  • Distances in Public Administrators\u2019 and Elected Officials\u2019 Perspectives on Services Quality: Exploring the Implications for Citizens\u2019 Role in Quality Improvement Processes<\/span><\/strong>
    \nFabio Cassia, Francesca Magno<\/li>\n
  • Alliances and Groupings in the Local Public Transportation Sector. A Preliminary Survey of Strategic Motivations<\/span><\/strong>
    \nAlessandro Danovi, Dimitris Karletsos<\/li>\n
  • Quality and Safety Systems as Perceived by Managers: A Case Study in Institutions for Elderly<\/span><\/strong>
    \nGl\u00f3ria Antunes, Ant\u00f3nio Pires, Virg\u00edlio Machado<\/li>\n
  • Board Compensation in the Italian Public Utilities<\/span><\/strong>
    \nAnna Menozzi, Fabrizio Erbetta, Giovanni Fraquelli<\/li>\n
  • A Proposal for the Self-Assessement of a Water Utility Based on the EFQM-Model: The Case of AC, \u00c1guas de Coimbra<\/span><\/strong>
    \nMaria Telo, Patricia Moura e S\u00e1<\/li>\n
  • Social Policies for Immigrants: Between Territorial Differentiations and to Welfare Local<\/span><\/strong>
    \nAnna Fortunato<\/li>\n
  • Customers\u2019 and Frontline Employees\u2019 Views of Service Quality: A Study Applied to a Railway Line<\/span><\/strong>
    \nPatr\u00edcia Moura e S\u00e1, Jos\u00e9 Lemos<\/li>\n
  • Early Findings of the Theories of Codesign in the Public Sector: The Gorle Case<\/span><\/strong>
    \nMauro Cavallone<\/li>\n
  • Creativity Management in the Public Sector<\/span><\/strong>
    \nMarisa Silva, Margarida Mano, Pedro Andrade Saraiva<\/li>\n
  • Six Sigma Methodologies in Statistical Control Application to Improve Production Performance and Quality in the Pharmaceutical Industry<\/span><\/strong>
    \nIvan De Noni, Andrea Ganzaroli, Luigi Orsi<\/li>\n
  • The Evolving Dynamics of Service Co-Creation in a Viable Systems Perspective<\/span><\/strong>
    \nGaetano M. Golinelli, Sergio Barile, Jim Spohrer, Clara Bassano<\/li>\n
  • Cooperative Model of New Service Development. The Case of Teletext in Serbia<\/span><\/strong>
    \nSanja Marinkovic, Maja Levi Jaksic, Jovana Kojic<\/li>\n
  • Risk Management in SMEs \u2013 New Approach and New Tools<\/span><\/strong>
    \nYossi Raanan<\/li>\n
  • Examining Service Quality Dimensions in Fitness Centres<\/span><\/strong>
    \nYvonne Lagrosen, Stefan Lagrosen<\/li>\n
  • BPM and ISO: Friends or Foes?<\/span><\/strong>
    \nIvan Toma\u0161evi\u0107, Dragana Stojanovi\u0107, Barbara Simeunovi\u0107, Mili\u0107 Radovi\u0107<\/li>\n
  • A Conceptual Service Quality Map: The Value of a Wide Opened Perspective<\/span><\/strong>
    \nClaudio Baccarani, Marta Ugolini, Angelo Bonfanti<\/li>\n
  • An Evaluation of the Quality of Regulatory Review Process for Marketing Pharmaceutical Products in Iran and Its Impact on Patient\u2019s Access to Medicines<\/span><\/strong>
    \nSeyed Hamid Mostafavi, Sam Salek, Stuart Walker<\/li>\n
  • Trying to Bridge the Gap between Theory and Practice and Make Safety Recommendations Work Effectively<\/span><\/strong>
    \nEnrico Baldantoni, M.G. Allegretti, P. Barelli, L. Flor, C. Franceschini, E. Torri<\/li>\n
  • Quality and Satisfaction in Healthcare Services<\/span><\/strong>
    \nFernanda Vital, Miguel Gon\u00e7alves, Luis Louren\u00e7o<\/li>\n
  • Organization, Governance and Managerial Control of Public and Private: The Analysis of Organizational Mechanism Maturity<\/span><\/strong>
    \nRiccardo Mercurio, Marcello Martinez, Caterina Galdiero, Marina Cerbo, Maria Rosaria Perrini<\/li>\n
  • Study into the Use of Lean in UK National Health Trusts<\/span><\/strong>
    \nMichele Cano, Athanassios Kourouklis, Siobhan Drummond, Tendai Shanna<\/li>\n
  • Patient\u2019s Continuity of Care and Liaison Nurse: Two for the Road<\/span><\/strong>
    \nEnrico Baldantoni, M.G. Allegretti, P. Barelli, L. Flor, C. Franceschini, A. Guarnier, E. Torri<\/li>\n
  • Quality and Non-Quality in the Health Sector<\/span><\/strong>
    \nSandra Bertezene, Jacques Martin<\/li>\n
  • Web-Communication in Healthcare. A Comparison between an Italian and a U.S. Experience. A Preliminary Study<\/span><\/strong>
    \nAnnamaria Esposito<\/li>\n
  • The Role of the Ministry of Health in Developing Healthcare Quality<\/span><\/strong>
    \nBiserka Sim\u010di\u010d, Mircha Poldrugovac<\/li>\n
  • Economic and Social Efficiency in Health Service Provision: Can One Square the Circle?<\/span><\/strong>
    \nTeresa Carla Oliveira, Sara Gabriela Alves Diogo<\/li>\n
  • Identifying Critical Innovations in Supply Networks Using System Models \u2013 The Case of Wind Power on Gotland<\/span><\/strong>
    \nMathias C\u00f6ster, Raine Isaksson<\/li>\n
  • Container Positioning Strategies for Managing the Terminal Storage Areas<\/span><\/strong>
    \nAlberto Lombardo, Rossella Burruano<\/li>\n
  • Global Supply Chain Management and Innovation<\/span><\/strong>
    \nMalihe Shahidan, Mehrzad Netadj<\/li>\n
  • Increasing the Flexibility of Manual Picking by Using Adjustable Inspection Strategies<\/span><\/strong>
    \nJonas Mathis, Robert Refflinghaus, Daniel Strothotte<\/li>\n
  • Improving Supply Networks \u2013 Identifying Drivers for Sustainable Change Using Process Models<\/span><\/strong>
    \nRaine Isaksson, Mathias C\u00f6ster<\/li>\n
  • The Trade Marketing Boxes: A New Perspective in the Distribution Services Industry<\/span><\/strong>
    \nAlberto Marino<\/li>\n
  • Banking Services and the Role of Banks\u2019 Network<\/span><\/strong>
    \nMichele Modina, Andrea Quintiliani<\/li>\n
  • Impact of Environmental Management Orientation on Service Quality in Financial Service Sector<\/span><\/strong>
    \nGil Gomes Dos Santos, Gerald Reiner<\/li>\n
  • Evolution from Rigid Maps to Critical Reflexive Mirrors in Management Models<\/span><\/strong>
    \nRafael Espinosa<\/li>\n
  • The Quality of Banking Services as a Competitiveness Factor<\/span><\/strong>
    \nDraginja Duri\u0107, Dragica Mihajlovi\u0107<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"

    Proceedings of 13th\u00a0Toulon-Verona Conference on “Excellence in Services” University of Coimbra\u00a0 |\u00a0 28-29 August 2010   Index Prediction of the Student Success Rate by means of Quality Teaching Survey Variables…<\/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-775","post","type-post","status-publish","format-standard","hentry","category-conference"],"_links":{"self":[{"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/posts\/775","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=775"}],"version-history":[{"count":3,"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/posts\/775\/revisions"}],"predecessor-version":[{"id":778,"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/posts\/775\/revisions\/778"}],"wp:attachment":[{"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/media?parent=775"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/categories?post=775"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sites.les.univr.it\/eisic\/wp-json\/wp\/v2\/tags?post=775"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}