Issues

Special Issue: Selected papers from 16th Toulon-Verona Excellence in Services Conference. Guest Editors: Jacques Martin, Alexander Douglas, Claudio Baccarani

Guest editorial

Claudio Baccarani and Jacques Martin
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Social media marketing in the wellness industry

Stefan Olof Lagrosen; Kerstin Grundén
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A five-senses perspective to quality in hospitals

Marta Maria Ugolini; Chiara Rossato; Claudio Baccarani
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SMEs’ switching behavior in the natural gas market

Vania Vigolo; Fabio Cassia
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Efficiency levels of sub-national governments: a comparison of SFA and DEA estimations

Primož Pevcin
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Strategic planning and benchmarking organizational routines of universities in the Western Balkans

Antigoni Papadimitriou
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Serious games: leverage for knowledge management

Caroline Bayart; Sandra Bertezene; David Vallat; Jacques Martin
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