Verona: Excellence in Services International Conference

The 20th Excellence in Services International Conference (formerly Toulon-Verona Conference) was hosted by the University of Verona (Italy). The conference included plenary sessions with the two following keynote speakers: Bosse Edvardsson, Karlstad University (Sweden) about “A service-dominant logic lens on Innovation”, and Paolo Braguzzi, CEO of Davines limited company about “Framing service innovation: the case of a loyalty program”. Conference proceedings include 62 papers concerning the 11 following areas of focus: banking, consumer-customer behavior, health care, higher education, logistics, public service, quality and e-services, quality and SMEs, sport, theory and methodology, tourism.

Table of Contents

Articles

Graziano Abrate, Anna Menozzi
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Antonella Angelini, Giulia Gosnell Carmignani
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Claudio Baccarani, Federico Brunetti, Chiara Rossato
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Fabrizio Baldassarre, Francesca Ricciardi, Raffaele Campo
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Rossella Baratta, Fabio Cassia, Vania Vigolo, Marta Ugolini
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Sandra Bertezene, Caroline Bayart, David Vallat, Jacques Martin
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Antonio Botti, Mara Grimaldi, Antonella Monda, Orlando Troisi, Massimiliano Vesci
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Ludovico Bullini Orlandi, Fabio Fraticelli, Francesca Negri
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Nicoletta Buratti, Francesco Parola, Giovanni Satta
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Michele Cano, Evdoxia Viza, Athanassios Kourouklis
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Stella Carè, Maria Colurcio
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Paola Castellani, Marina Berton
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Mauro Cavallone
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Andrea Chiarini, Anass Cherrafi
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Maria Vincenza Ciasullo, Gennaro Maione, Carlo Torre, Orlando Troisi
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Nicola Cobelli, Angelo Bonfanti, Serena Cubico, Giuseppe Favretto
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Antonios Dalakis, Georgia Yfantidou, Alkistis Papaioannou, George Costa
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Veronica De Crescenzo, Flavio Pichler
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Jacqueline Douglas, Alexander Douglas, David Muturi, Jackie Ochieng
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Mark Edwards, Pauline J. Ross, Lee E.J. Styger
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Filippo Elba, Cristiano Ciappei, Riccardo Rialti, Lamberto Zollo
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Vincenzo Formisano, Maria Fedele, Mario Calabrese
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Moreno Frau, Francesca Cabiddu, Sebastiano Lombardo, Ludovica Moi
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Annalisa Galeone, Roberta Sebastiani
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Elena Giaretta, Chiara Rossato, Syed Shan-E-Raza
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Ernestina Giudici, Angela Dettori, Federica Caboni
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Marco Ieva, Cristina Ziliani
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Raine Isaksson
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Christian Kern, Robert Refflinghaus, Sandra Klute-Wenig
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Marko Kiauta, Ivan Rahelić, Jure Jovanović
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Stefano Li Pira, Anna Cabigiosu, Diego Campagnolo
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Plinio Limata
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A A L Madhushani
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Francesca Magno, Fabio Cassia, Marta Ugolini
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Francesca Magno, Giovanna Dossena
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Rosalba Manna, Maria Vincenza Ciasullo, Silvia Cosimato, Rocco Palumbo
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Alberto Marino
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Jacques M.A. Martin
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Aurelio G. Mauri, Roberta Minazzi, Roberta Minazzi, Benedetta Vannacci, Benedetta Vannacci
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Andrea Moretta Tartaglione, Ylenia Cavacece, Giuseppe Russo
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Patrícia Moura e Sá, Patrícia Cunha
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Lars Nordgren, Catharina Wingner Leifland, Agneta Planander
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Marco Paiola
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Rocco Palumbo, Carmela Annarumma, Marco Musella, Paola Adinolfi
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Antigoni Papadimitriou
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Alkistis Papaioannou, Thanos Kriemadis, Georgia Yfantidou, Aikaterini Patrikiou, Vasiliki Avgerinou
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Anna Claudia Pellicelli, Luigi Bollani, Enrico Borgo
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Michela Piccarozzi, Tindara Abbate, Barbara Aquilani
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Luís Pimentel, António Ramos Pires
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Roberta Pinna, Pier Paolo Carrus, Marta Musso, Gianfranco Cicotto
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Yossi Raanan
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Lauren P Richardson, Carol G McGowan, Lee E J Styger
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Rezarta Sallaku, Vania Vigolo, Federico Testa
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Cecilia Silvestri, Michela Piccarozzi, Barbara Aquilani, Alessandro Ruggieri
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Cristina Simone, Marco Arcuri, Antonio La Sala
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Oksana Tokarchuk, Oswin Maurer
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Christelle Traboulsi, Moreno Frau, Francesca Cabiddu
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Dennis Trotta, Patrizia Garengo
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Alfonso Vargas-Sánchez, Mirko Perano
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Vania Vigolo, Francesca Simeoni, Fabio Cassia, Marta Ugolini
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Agostino Vollero, Maria Palazzo, Alfonso Siano, Domenico Sardanelli
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Georgia Yfantidou, Eleni Spyridopoulou, Alkistis Papaioannou, Panagiota Balaska
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