Palermo: 18th Toulon-Verona Conference "Excellence in Services"

The 18th Toulon-Verona (ICQSS) International Conference on “Excellence in Services” will be hosted by the "Ricerche e Studi Direzionali" in collaboration with the University of Palermo, Italy. It will welcome Prof. J. Antony, Heriot Watt, Edinburgh, Scotland and Prof. Alfonso Vargas, University of Huelva, Spain, as keynote speakers. As Quality Management and Excellence have been established as of paramount importance in Higher Education, Health Care, Local Government, Tourism, Banking, Logistics, the Conference looks at the role of Quality/Excellence, stakeholders, resources, processes, certifications, accreditations and labels, measurement and improvement in such institutions and activities.

Table of Contents

Articles

Claudio Baccarani, Zvi Josman
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Claudio Baccarani, Paolo Vergnani, Angelo Bonfanti
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Sandra Bertezene, Bayart Caroline, David Vallat, Jacques Martin
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Bryan Booker, Walter Tucker
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Gloria Cammarata, Silvia Pennisi, Gianluca Scaccianoce
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Michele Cano
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Pier Paolo Carrus, Fabiana Marras, Roberta Pinna
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Fabio Cassia, Francesca Magno, Marta Ugolini
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Mauro Cavallone, Michele Modina
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Andrea Chiarini
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Maria Vincenza Ciasullo, Matteo Gaeta, Giulia Monetta, Luigi Rarità
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Maria Vincenza Ciasullo, Silvia Cosimato, Orlando Troisi
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Siobhan Drummond
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Vincenzo Formisano, Maria Fedele, Emanuela Antonucci
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Elena Giaretta, Federico Brunetti, Marco Minozzo, Chiara Rossato, Paola Castellani, Claudio Baccarani, Angelo Bonfanti
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Daniele Grechi, Paola Ossola, Enrica Pavione
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Raine Isaksson, Yuji Yamamoto, Rickard Garvare
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Christian Kern, Robert Refflinghaus
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Giulio Maggiore, Alessio Mataluni, Michela Matarazzo, Riccardo Resciniti
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Paolo Mariani, Elisa Rancati, Niccolò Gordini
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Alberto Marino
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Michela Matarazzo, Biagio Merola, Riccardo Resciniti
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David Moyes, Meg Dunn, Jacqueline Douglas
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Ngoc Dung Nguyen, Jacques Martin
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Claudio Nigro, Enrica Iannuzzi, Miriam Petracca
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Claudio Nigro, Enrica Iannuzzi, Miriam Petracca, Sonia Del Vecchio
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Rocco Palumbo, Carmela Annarumma
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Roberto Panizzolo, Alberto Maria de Crescenzo
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Antigoni Papadimitriou, Vasileia Adamidou
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Silvia Pennisi
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Bernd Philipp, David B. Grant
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Yossi Raanan
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Elisa Rancati, Veronica Scuotto, Federica Codignola, Niccolò Gordini
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Marcello Sansone, Annarita Colamatteo
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Alberto Sardi, Patrizia Garengo
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Lorn Sheehan, Alfonso Vargas Sánchez, Angelo Presenza, Tindara Abbate
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Kin Wai Michael SIU, Yi Lin WONG, Mei Seung LAM
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Vania Vigolo, Fabio Cassia
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Doris Weitlaner, Angelika Höber, Patrick Schweighofer, Helmut Aschbacher
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