Coimbra: 13th Toulon-Verona Conference "Excellence in Services"

The 13th Toulon-Verona Conference was hosted by the University of Coimbra, Portugal in 2010. The conference welcomed the world famous Dr. Tito Conti, designer of the EFQM model and Prof. Pedro Saraiva of Portugal who paid homage to the late Prof. Gopal Kanji who largely contributed to the development and success of the Conference.

Table of Contents

Articles

Ramiro Martís, Javier Alonso, Carlos Catalán, Ramón Fuentes, Alberto A. Suárez
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Margarida Mano, Rodrigo Lourenço
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Claudio Nigro, Enrica Iannuzzi
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Stefano Barone, Eva Lo Franco
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Bill Williams, Isabel Carvalho
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Dariusz Przybył, Łukasz Grudzień
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Mirjana Drakulić, Svetlana Jovanović, Nevenka Žarkić-Joksimović, Ratimir Drakulić
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Dariusz Przybył, Łukasz Grudzień
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Deogratias Bugandwa Mungu Akonkwa, Robert Leslie Lowe
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Maria Vincenza Ciasullo, Giulia Monetta
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Salvatore La Rosa, Eva Lo Franco
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Irene Montenegro, Natércia Morais, Isabel M. Santos, José Fernandes, Sérgio M. Santos, Graciete Dias
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Nevenka Zarkic Joksimovic, Mirjana Vesovic, Iva Joksimovic
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António Ramos Pires
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Veljko Jeremić, Sonja Išljamović, Nataša Petrović
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Pedro Saraiva, Luís Lourenço, Ana Isabel Carmona Pereira Louro
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Emanuele Invernizzi, Stefania Romenti, Silvia Biraghi
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Bob Lahidji, Walter Tucker
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Teresa Nogueiro, Margarida Saraiva
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Nataša Petrović, Dušan Andrijašević
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Barbara Aquilani, Alessandro Lovari
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Mia Ljungblom, Jacob Hallencreutz, Raine Isaksson
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Fumiyoshi Miyashita, Yoshimasa Matsui, Tsutomu Izui
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Gaetano Aiello, Raffaele Donvito, Silvia Ranfagni
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Nicola Cobelli, Francesca Simeoni, Marta Ugolini, Vania Vigolo
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Anna Fortunato
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Salvatore La Rosa, Graziella Maria Adriana Sanfilippo
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Alberto Álvarez-Suárez, Ramón Fuentes
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Tonino Pencarelli, Simone Splendiani
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Ramón Fuentes
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Siobhan Drummond, Michele Cano
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Simone Guercini, Andrea Runfola, Massimo Rosati
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Paola Castellani, Chiara Rossato, Laura Ciarmela
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Luca Carrubbo
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Matteo Pessione, Fabio Cassia
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Luciano Pilotti, Alessandra Tedeschi-Toschi, Roberta Apa
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António Fernandes, Teresa Felgueira, Luís Lourenço
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M. Sajid Khattak, Amanat Ali
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Ana Cristina Pinto de Sá, Patrícia Moura e Sá
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Sten Abrahamsson, Jonas Hansson, Raine Isaksson
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J.P.T. Domingues, P. Sampaio, P.M. Arezes
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Gholamhossein Farzandi, Mohammad Reza Sakaki, Meisam Saffarinejad
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Sofia Teixeira, Paulo Sampaio
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Antonella Angelini
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Stefano Barone, Alberto Lombardo, Pietro Tarantino
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Christian Kern, Sandra Klute, Robert Refflinghaus
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Federico Brunetti
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Fabio Cassia, Francesca Magno
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Alessandro Danovi, Dimitris Karletsos
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Glória Antunes, António Pires, Virgílio Machado
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Anna Menozzi, Fabrizio Erbetta, Giovanni Fraquelli
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Maria Telo, Patricia Moura e Sá
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Anna Fortunato
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Patrícia Moura e Sá, José Lemos
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Mauro Cavallone
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Marisa Silva, Margarida Mano, Pedro Andrade Saraiva
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Ivan De Noni, Andrea Ganzaroli, Luigi Orsi
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Gaetano M. Golinelli, Sergio Barile, Jim Spohrer, Clara Bassano
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Sanja Marinkovic, Maja Levi Jaksic, Jovana Kojic
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Yossi Raanan
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Yvonne Lagrosen, Stefan Lagrosen
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Ivan Tomašević, Dragana Stojanović, Barbara Simeunović, Milić Radović
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Claudio Baccarani, Marta Ugolini, Angelo Bonfanti
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Seyed Hamid Mostafavi, Sam Salek, Stuart Walker
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Enrico Baldantoni, M.G. Allegretti, P. Barelli, L. Flor, C. Franceschini, E. Torri
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Fernanda Vital, Miguel Gonçalves, Luis Lourenço
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Riccardo Mercurio, Marcello Martinez, Caterina Galdiero, Marina Cerbo, Maria Rosaria Perrini
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Michele Cano, Athanassios Kourouklis, Siobhan Drummond, Tendai Shanna
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Enrico Baldantoni, M.G. Allegretti, P. Barelli, L. Flor, C. Franceschini, A. Guarnier, E. Torri
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Sandra Bertezene, Jacques Martin
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Annamaria Esposito
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Biserka Simčič, Mircha Poldrugovac
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Teresa Carla Oliveira, Sara Gabriela Alves Diogo
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Mathias Cöster, Raine Isaksson
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Alberto Lombardo, Rossella Burruano
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Malihe Shahidan, Mehrzad Netadj
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Jonas Mathis, Robert Refflinghaus, Daniel Strothotte
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Raine Isaksson, Mathias Cöster
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Alberto Marino
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Michele Modina, Andrea Quintiliani
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Gil Gomes Dos Santos, Gerald Reiner
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Rafael Espinosa
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Draginja Durić, Dragica Mihajlović
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