... to build the proposed assessment scale. In Section 3 , the replication study and resulting scales adoption methodology and psychometric properties are presented and evaluated through a sample of public hospital personnel from Campania, Italy. Section 4 and Section 5 presents the results and discusses...

... on-campus accommodation service quality conducted in Italy. The study contributes to enrich the service quality literature, confirming both that the sum of the quality of individual elements is not as the overall satisfaction and the outcome intention of positive WOM depends not only on service quality...

... Relationship) on patient's Experiential Satisfaction is assessed. Design/methodology/approach 259 structured interviews were performed with patients in private and public hospitals across Italy. The research methodology is based in testing mediation and moderation effects of the selected variables...

... actual online purchasing of wine in South Africa and Italy. Design/methodology/approach Two questionnaire-based surveys were conducted, yielding a sample of 190 consumers in South Africa and 179 in Italy. Data were analyzed through several techniques including t-tests, principal component...

...Maria Vincenza Ciasullo; Orlando Troisi Purpose The purpose of this paper is to study how a small to medium‐size enterprise (SME) in Campania (Italy) integrated sustainability into its corporate strategy, and how its sustainable corporate strategies reflect on intangible assets. Design...

... priorities and programs for service quality improvement. In particular, the following disadvantages have been identified: © Emerald Group Publishing Limited 2011 Public services Co‐production Citizen orientation Citizens Italy Customer service quality The evolution of the role...

... asymmetry. Design/methodology/approach The method adopted is a case study, preceded by a rapid theoretical focus on the role of communication in a model for service quality (SERVQUAL). The case study refers to the Stroke Process at the Sacro Cuore Don Calabria Hospital in Negrar (Verona, Italy). Stroke...

... difficulties in TPM application. Even if, in past years, the situation has been improving, the link with tradition is still strong and therefore there is no great disposition for techniques that request workers’ involvement. Total productive maintenance Ceramics industry Italy Total productive...