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6th Annual Conference of the

EuroMed Academy of Business

Confronting Contemporary Business Challenges

through Management Innovation

Edited by: Demetris Vrontis,

Yaakov Weber,

Evangelos Tsoukatos

Published by: EuroMed Press

6th EuroMed Conference of the

EuroMed Academy of Business

CONFERENCE READINGS BOOK PROCEEDINGS

September 23rd-24th, 2013 Estoril, Cascais, Portugal

Confronting Contemporary Business Challenges

through Management Innovation

Copyright ©

The materials published in this Readings Book may be reproduced for instructional and non-

commercial use. Any use for commercial purposes must have the prior approval of the

Executive Board of the EuroMed Research Business Institute (EMRBI).

All full papers and abstracts submitted to the EMRBI Conference are subject to a peer

reviewing process, using subject specialists selected because of their expert knowledge in the

specific areas.

ISBN: 978-9963-711-16-1 Published by: EuroMed Press

6th Annual EuroMed Conference of the EuroMed Academy of Business 3

FOREWORD

The Annual Conference of the EuroMed Academy of Business aims to

provide a unique international forum to facilitate the exchange of cutting-

edge information through multidisciplinary presentations on examining and

building new theory and business models for success through management

innovation.

It is acknowledged that the conference has established itself as one of the

major conferences of its kind in the EuroMed region, in terms of size, quality

of content, and standing of attendees. Many of the papers presented

contribute significantly to the business knowledge base.

The conference attracts hundreds of leading scholars from leading universities

and principal executives and politicians from all over the world with the

participation or intervention of Presidents, Prime Ministers, Ministers, Company

CEOs, Presidents of Chambers, and other leading figures.

This year the conference attracted over 250 people from over 65 countries.

Academics, practitioners, researchers and Doctoral students throughout the

world submitted original papers for conference presentation and for

publication in this Book. All papers and abstracts were double blind

reviewed. The result of these efforts produced empirical, conceptual and

methodological papers and abstracts involving all functional areas of

business. Confronting Contemporary Business ISBN: 978-9963-711-16-1 Challenges Through Management Innovation


ACKNOWLEDGEMENT

Many people and organizations are responsible for the successful outcome of

the 6th Annual Conference of the EuroMed Academy of Business.

Special thanks go to the Conference Chair Professor Vitor Ambrosio, the

Conference Organising Committee and the Faculty of Estoril Higher Institute

for Tourism and Hotel Studies, in Portugal, for accomplishing an excellent

job.

It is acknowledged that a successful conference could not be possible without

the special co-operation and care of the Track Chairs and Reviewers for

reviewing the many papers that were submitted to this conference. Special

thanks to the Session Chairs and Paper Discussants for taking the extra time

to make this conference a real success.

The last but not the least important acknowledgment goes to all those who

submitted and presented their work at the conference. Their valuable research

has highly contributed to the continuous success of the conference. Confronting Contemporary Business ISBN: 978-9963-711-16-1 Challenges Through Management Innovation


TABLE OF PAPERS

ANALYZING BASIC COMPONENTS OF PRODUCTION COST IN GREEK SHEEP AND GOAT FARMS ............................................................................................................... 26

Aggelopoulos, S.1; Tsiouni, M.2; Pavloudi, A.3; Chioteris, C.4 .........................................................26 FACTORS INFLUENCING THE DECISION-MAKING PROCESS OF THE NEW WINE CONSUMERS ................................................................................................................ 40

Agnoli, Lara1; Capitello, Roberta2; Begalli, Diego3.......................................................................40 EUROMED FEMALE MANAGEMENT DECISIONS ........................................................ 53

Alonso Almeida, María del Mar1; Bremser,Kerstin2 .....................................................................53 THE INTERRALATED EFFECTS OF CULTURE AND RELATIONSHIP QUALITY ON THE RELATIONS BETWEEN PORTUGUESE EXPORTERS AND ANGOLAN DISTRIBUTORS. .. 65

Alves, Gisela Maria Maia1; Correia de Barros, António2; Raposo, Mário Lino Barata3 ............................65 PARTNER SELECTION IN CO-OPETITION: A THREE STEP MODEL .............................. 92

Alves, João1; Meneses, Raquel2 ..............................................................................................92 CORPORATE FINANCIAL DISTRESS AND BANKRUPTCY: A COMPARATIVE ANALYSIS IN FRANCE, ITALY AND SPAIN ..................................................................................107

Amendola, Alessandra 1; Restaino, Marialuisa2; Sensini, Luca3 ..................................................... 107 SPANISH SAVINGS BANKS: AN ANALYSIS OF THEIR PERFORMANCE ......................121

Bachiller, Patricia1; Lasa, Francisco-de-Borja2 .......................................................................... 121 COMPENSATION-BASED SKILLS DEVELOPMENT APPLIED TO MANUFACTURING EMPLOYEES: A CASE STUDY IN QUEBEC....................................................................130

Beaupré, Daniel ............................................................................................................. 130 TOWARD A LUXURY BRAND DEFINATION ................................................................143

Becker, Kip1; Nobre, Helena2 .............................................................................................. 143 AN INTEGRATIVE APPROACH OF ONLINE TRUST ANTECEDENTS AND CONSEQUENCES ON PURCHASE INTENTION ...........................................................158

Ben Mansour, Kaouther1; Kooli, Kaouher2; Utama, Rizky3 .......................................................... 158 GENERATIONAL DIFFERENCES AND EMPLOYER BRANDING SEGMENTATION ......175

Bendaravičienė, Rita1; Krikštolaitis, Ričardas2; Bakanauskienė, Irena3 ............................................. 175 COMPARING THE PERFORMANCE OF FAMILY CONTROLLED BUSINESSES AND NON- FAMILY CONTROLLED BUSINESSES DURING THE CRISIS IN ITALY ..........................197

Bertoldi, Bernardo1; Branca, Stefano2; Giachino, Chiara3 ............................................................. 197 ONLINE LABORATORY FOR LEARNING ACCOUNTING IN PRACTICE – AN IDEA AND IMPLEMENTATION .....................................................................................................211

Białek Jaworska, Anna1; Gabryelczyk,Renata2 ......................................................................... 211

Confronting Contemporary Business ISBN: 978-9963-711-16-1 Challenges Through Management Innovation

6th Annual EuroMed Conference of the EuroMed Academy of Business 6 COMPARISON OF POLISH AND BULGARIAN PREFERENCES OF TEACHING TOOLS IN THE ACCOUNTING FIELD AND THEIR DETERMINANTS ...........................................230

Białek Jaworska, Anna1; Yaneva, Dafina2; Żukowski, Marek3 ....................................................... 230 DIFFERENCE IN VALUATION AS AT THE BALANCE SHEET DATE USED BY THE NEWCONNECT LISTED COMPANIES ..........................................................................251

Białek Jaworska, Anna1; Yaneva, Dafina2; Drązikowska, Katarzyna3 ............................................... 251 THE PRINCIPLE OF KNOWLEDGE MANAGEMENT AND THE NEW MODEL OF THE ORGANIZATION IN THE KNOWLEDGE-BASED ECONOMY .......................................268

Bică, Gheorghe1; Constantinescu, Mădălina2; Baltă, Corneliu3 ...................................................... 268 ARE CONSUMERS OF HEALTHY FOOD ECOLOGY MINDED AS CONSUMERS OF HEALTHIER FOOD IN ISRAEL? ....................................................................................287

Bijaoui, Ilan1; Dayanzada, Dana2; Vdee, Hadar3 ....................................................................... 287 ENTREPRENEURSHIP AND "CLUSTERIZATION PROCESS" IN THE TOURISM AND AGRICULTURE SECTOR ..............................................................................................299

Bijaoui, Ilan1; Regev, David2 .............................................................................................. 299 CONCEPTUALIZING, VISUALIZING AND MEASURING CORRUPTION, STATE CAPTURE AND THEIR IMPACT IN ITALY. ..................................................................319

Borgonovi, E.1; Esposito, P.2 .............................................................................................. 319 THE IMPACT OF LACK OF COOPERATION BETWEEN MUNICIPALITIES AND ACADEMIC ORGANIZATIONS ON ECONOMIC DEVELOPMENT IN SLOVAKIA ........353

Borseková, Kamila; Petríková, Katarína2; Vaňová, Anna ............................................................. 353 “THEORETICAL FRAMEWORK ON PUBLIC PRIVATE PARTNERSHIP AND SERVICE CONCESSION ARRANGEMENT, BEFORE AND AFTER IFRIC 12 ADOPTION. A RESEARCH NOTE: EVIDENCE IN SUBSTANCE FROM ITALY” ....................................372

Braja, E.M.1; Campra, M.2; Esposito, P.3; Ricci, P.4 .................................................................. 372 FACING A FINANCIAL CRISIS – THE CASE OF SPANISH RESTAURANTS ..................412

Bremser, Kerstin1; Alonso-Almeida, María del Mar2 .................................................................. 412 THE APPROACH OF FAMILY BUSINESSES IN THE LUXURY INDUSTRY .....................422

Bresciani, Stefano1; Bertoldi, Bernardo2; Giachino, Chiara3; Ferraris, Alberto4 ................................... 422 THE INTERNATIONALIZATION OF R&D ACTIVITIES TO ASIAN DEVELOPING COUNTRIES .................................................................................................................434

Bresciani, Stefano1; Thrassou, Alkis2; Vrontis, Demetris3 ............................................................ 434 COST OF EQUITY CAPITAL IN PRIVATE COMPANIES ................................................445

Britzelmaier, Bernd1; Schlegel, Dennis2; Vardanyan, Lilit3 .......................................................... 445 MECHANISMS OF (DE)CERTIFICATION: UNDERSTANDING HOW CONFLICTS UNFOLD IN ORGANIZATIONS ...................................................................................472

Brodeur , Louis-François ................................................................................................... 472 Confronting Contemporary Business ISBN: 978-9963-711-16-1 Challenges Through Management Innovation

6th Annual EuroMed Conference of the EuroMed Academy of Business 7 INTEGRATION OF FASTER PLATFORM INTO EDUCATION PROCESS OF ECONOMIC INFORMATION SYSTEMS ............................................................................................496

Bucko, Jozef1; Vejačka, Martin2 ........................................................................................... 496 THE EMERGENCE OF HRM TOOLS IN R&D PROJECTS AT COMPETITIVENESS CLUSTERS: ANALYSIS AND INSIGHTS IN THE LIGHT OF ACTOR-NETWORK THEORY 508

Calamel, L.1; Sanseau P. Y.2 ............................................................................................... 508 CARBON DISCLOSURE SCORE AS A PROXY OF CORPORATE ENVIRONMENTAL PROACTIVITY: A CROSS-CULTURAL ANALYSIS .........................................................523

Calza, Francesco1; Cannavale, Chiara2; Tutore, Ilaria3 ................................................................ 523 THE RELATIONSHIP BETWEEN CORPORATE GOVERNANCE AND BUSINESS MODEL CHOICE IN FAMILY FIRMS: IS THERE A MISSING LINK IN FAMILY BUSINESS STUDIES? 538

Casprini, Elena1; D’Antone, Simona2; Paranque, Bernard3; Pucci, Tommaso4; Zanni, Lorenzo5 .............. 538 THE ROLE OF ART IN LUXURY MANAGEMENT .........................................................554

Chailan, Claude ............................................................................................................. 554 THE GOVERNANCE OF ‘COLLECTIVE’ STRATEGIES FOR INTERNATIONALIZATION: SMALL BUSINESSES IN THE ITALIAN WINE SECTOR .................................................560

Ciasullo, Maria1; Festa, Giuseppe2 ....................................................................................... 560 THE IMPACT OF FACEBOOK PRESENCE ON BRAND IMAGE .....................................579

Coelho, Joana1; Nobre, Helena2; Becker, Kip3 ........................................................................... 579 BRANDING OF SUSTAINABLE CLOTHING .................................................................594

Coleman, Bethany; D’Souza, Clare ....................................................................................... 594 THE INTERNATIONALIZATION STRATEGIES OF ITALIAN COMPANIES IN INDIA ...609

Cortili, Massimo1; Pisoni, Alessia2; Onetti, Alberto3 .................................................................. 609 HEALTH LEAN MANAGEMENT AND CLINICAL RISK MANAGEMENT: A SYSTEMATIC LITERATURE REVIEW ..................................................................................................626

Crema, Maria1; Verbano, Chiara2 ........................................................................................ 626 CAN COOPETITION BE A WINNING STRATEGY FOR SMALL FRUITS PRODUCTION COMPANIES IN SICILY? ..............................................................................................641

Crescimanno, Maria1; Farruggia, Domenico2; Galati, Antonino3; Schimmenti, Emanuele4; Siggia, Dario5 .. 641 COMPETITIVENESS OF ITALIAN WINES ON THE NTERNATIONAL MARKET ...........653

Crescimanno, Maria1; Galati, Antonino2 ................................................................................ 653 MANAGEMENT ACCOUNTING CHANGES TOWARD RISK MANAGEMENT. IMPLICATIONS FOR MANAGEMENT ACCOUNTANTS ..............................................672

Culasso, Francesca1; Broccardo, Laura2; Manzi, Luca Maria3; Truant, Elisa4 .................................... 672 FAMILY ITALIAN LISTED FIRMS: COMPARISON IN PERFORMANCES AND IDENTIFICATION OF TWO MAIN CONFIGURATIONS ................................................701 Confronting Contemporary Business ISBN: 978-9963-711-16-1 Challenges Through Management Innovation


Culasso, Francesca1; Manzi, Luca Maria2; Broccardo, Laura3; Giacosa, Elisa4 .................................... 701 RELATIONSHIP QUALITY DRIVES AND OUTCOMES: A SYSTEMATIC LITERATURE REVIEW APPROACH ...................................................................................................731

Cunha, Namércio1; Loureiro, Sandra Maria Correia2; Rego, Arménio3............................................. 731 MEASURING CUSTOMER PERCEPTION AND SATISFACTION IN INTERNET BANKING, SCALE DEVELOPMENT AND VALIDATION ................................................................759

Datta, Saroj K. 1; Sukanya, Kundu2 ...................................................................................... 759 UNAUTHORISED BUILDING AND FINANCIAL RECOVERY OF URBAN AREAS: EVIDENCES FROM CASERTA AREA ............................................................................783

De Biase, Claudia1; Forte, Fabiana2 ...................................................................................... 783 ENTREPRENEURSHIP, VENTURE CAPITAL, AND THE VALUATION OF FIRMS IN MATURITY STAGE .......................................................................................................799

Delgado, Madalena1; Pereira, Renato2; Dias, Álvaro3 ................................................................ 799 THE CHALLENGE OF ENGAGING ORGANIZATIONAL DIVERSITY IN DIVIDED SOCIETIES: THE CASE OF ETHNICALLY MIXED NURSES' TEAMS ..............................816

Desivilya Syna, Helena1; Raz, Michal2 .................................................................................. 816 A BUSINESS STRATEGY DEVELOPMENT FRAMEWORK FOR SMES ............................835

Elshamly, A.B.M1; Davies, Barry2; GEAR, Tony3; Verschueren, R.B.4 ............................................ 835 “BACK TO THE FUTURE: THE VIRTUAL MUSEALIZATION IN PUBLIC MANAGEMENT. A RESEARCH NOTE FROM ITALY” ..............................................................................857

Esposito, P ................................................................................................................... 857 PPP AND PUBLIC WORKS LAW IN FRANCE ...............................................................868

Evangelatou, Konstantina1; Maniatis, Antonios2 ; Manoliadis, Odysseas3 ........................................ 868 PORTUGUESE FIRM’S MOTIVATIONS AND DECISION FACTORS TO PARTICIPATE IN INTERNATIONAL TRADE FAIRS .................................................................................880

Freitas Santos, Jose1; Mendonça da Silva, Pedro Bruno2 .............................................................. 880 EVALUATING THE GUIMARÃES 2012 EUROPEAN CAPITAL OF CULTURE (ECOC): A TOURIST PERCEPTION APPROACH ............................................................................902

Freitas Santos, Jose 1; Vareiro, Laurentina 2 ; Remoaldo, Paula 3 ; Cadima Ribeiro, J. 4 .......................... 902 UNDERSTANDING THE HRM – PERFORMANCE LINK IN PROFESSIONAL ERVICE FIRMS: A MULTI-LEVEL PERSPECTIVE ........................................................................923

Fu, Na1; Flood, Patrick2 .................................................................................................... 923 THE DYNAMIC OF WINE SUPPLY AND PRICE FORMATION IN CHIANTI CLASSICO DENOMINATION ........................................................................................................932

Gaeta, Davide1; Corsinovi, Paola2 ........................................................................................ 932 AN ANALYSIS OF WORK COST IN COMPANIES LISTED ON THE FTSE MIB ...............947

Giacosa, Elisa1; Giovando, Guido2 ........................................................................................ 947


6th Annual EuroMed Conference of the EuroMed Academy of Business 9 A MODEL OF EFFECTIVE RECOVERY FOR ITALIAN COMPANIES TO OVERCOME THE FINANCIAL CRISIS ......................................................................................................968

Giacosa, Elisa1; Mazzoleni, Alberto2 ..................................................................................... 968 SERVICE FAIRNESS, SERVICE QUALITY AND RELATIONSHIP QUALITY EVALUATION EFFECTS ON CUSTOMER LOYALTY .......................................................................... 1000

Giovanis, Apostolos1; Athanasopoulou, Pinelopi2; Tsoukatos, Evangelos3 ........................................1000 FROM OFFSHORE OUTSOURCING PROVIDER TO OWN BRAND MANUFACTURER: AN EXPLORATORY APPROACH USING RESULTS FROM THE PORTUGUESE FOOTWEAR INDUSTRY ................................................................................................................. 1019

Gomes, Paulo1; Meneses, Raquel2 .......................................................................................1019 CROWDSOURCING FOR DUBAI APPAREL NDUSTRY- - MIRAGE OR A REALITY? ... 1038

Grandhi, Balakrishna1; Singh, Jyothsna Appaiah2; Gupta, Mani3; Kaur, Jasveen4; Seth, Rahul5 ..............1038 A GROUNDED THEORY OF PERPETUAL RATIFYING. PUTTING LIFELONG LEARNING STRATEGIES INTO PRACTICE FOR BUSINESS COMPETITIVENESS ........................... 1053

Green, Jan ...................................................................................................................1053 VARIANCES ANALYSIS OF THE FREE CASH FLOWS TO FIRM AND ITS IMPACT ON THE FINANCIAL STRUCTURE. SPARE PARTS MANUFACTURERS IN THE ITALIAN AUTOMOTIVE INDEPENDENT AFTER MARKET IN THE 2008-2011 PERIOD. ............. 1067

Guelfi, Silvano ..............................................................................................................1067 ORGANISATIONAL CULTURE AND THE VALUE PRIORITISATION OF A FIRM’S INTELLECTUAL CAPITAL: TOWARDS A CONCEPTUAL FRAMEWORK ................... 1087

Gupta, Uma1; Massa, Nathaniel P.2; Azzopardi, Joseph 2 ...........................................................1087 SOCIAL ASPECTS OF CORPORATE GOVERNANCE ................................................... 1100

Kachala, T. M.1; Berezina, O. Y.2 ........................................................................................1100 HERITAGE PPP LAW AND MANAGEMENT .............................................................. 1114

Kalogirou, Sofia1 Maniatis, Antonios2 .................................................................................1114 KNOWLEDGE-INTENSIVE STRATEGIES IN LOW-TECH SECTORS DURING THE CRISIS: THE CASE OF THE GREEK WOOD AND FURNITURE SECTOR .................................. 1126

Karagouni, Glykeria1; Tsakanikas, Aggelos2 ...........................................................................1126 PRODUCTION TECHNOLOGIES AND INNOVATION IN KNOWLEDGE-INTENSIVE LOW-TECH VENTURES: EVIDENCE FROM THE GREEK WOOD AND FURNITURE INDUSTRY ................................................................................................................. 1148

Karagouni, Glykeria1; Caloghirou, Yannis2 ............................................................................1148 UNIVERSITY- INDUSTRY COLLABORATION A THEORETICAL FRAMEWORK ......... 1166

Khodabandehloo, Akbar ...................................................................................................1166 NETWORKING FOR REGIONAL DEVELOPMENT: A CASE STUDY ............................ 1180

Khodabandehloo, Akbar ...................................................................................................1180 Confronting Contemporary Business ISBN: 978-9963-711-16-1 Challenges Through Management Innovation

6th Annual EuroMed Conference of the EuroMed Academy of Business 10 THE ADOPTION, APPLICATION AND IMPACT OF SOCIAL MEDIA IN FASHION MARKETING .............................................................................................................. 1196

Kontu, Hanna1; Vecchi, Alessandra2 ....................................................................................1196 MEDIATING IMPACT OF “TRUST” IN THE RELATIONSHIP BETWEEN E-SERVICE QUALITY & CUSTOMER SATISFACTION IN THE CONTEXT OF INTERNET BANKING 1206

Kundu, Sukanya ...........................................................................................................1206 METRO CASH & CARRY UKRAINE: CHANGING HR STRATEGY IN LINE WITH BUSINESS STRATEGY ................................................................................................ 1227

Kurdes, Nataliia ............................................................................................................1227 EMPIRICAL STUDY FINDINGS OF FOREIGN LANGUAGE ADAPTATION OF THE INDIAN BUSINESS PROCESSING AGENTS AND EFFECTIVE COMMUNICATION AT A TRANSNATIONAL WORK PLACE ............................................................................. 1234

Kyriakidou, Niki1; Stewart, Jim2; Bobade, Anita P.3 ..................................................................1234 MARKETING AND ORGANIZATIONAL LEARNING – EXPLORING THE CONNECTIONS 1248

Lagrosen, Stefan ............................................................................................................1248 THE ROLE OF CULTURAL AND SOCIAL NORMS ON INTRAPRENEURSHIP IN LITHUANIA ............................................................................................................... 1261

Laužikas, Mindaugas1; Vaiginienė, Erika2; Rosinaitė, Vikinta3; Miliūtė, Aistė4; Batulevičiūtė,

Skaistė5 ;Dailydaitė, Simona6 ............................................................................................1261 MERGERS AND ACQUISITIONS WERE NOT A SOLUTION TO THE LIQUIDITY AND CAPITAL REQUIREMENTS OF GREEK BANKING SECTOR ........................................ 1283

Liargovas, Panagiotis1; Repousis, Spyridon2...........................................................................1283 ANALYSING RISKS ASSOCIATED WITH EXTERNAL QUALITY ASSESSMENT IN HIGHER EDUCATION: A CASE STUDY ON ROMANIAN HIGHER EDUCATION SYSTEM 1292

Lisievici, Petru .............................................................................................................1292 CORPORATE SOCIAL RESPONSIBILITY AND STAKEHOLDER STRATEGIES: THE IMPACT IN RISK MANAGEMENT .............................................................................. 1300

Lizarzaburu, Edmundo R.* ...............................................................................................1300 Z – ALTMAN REVIEW. THE CASE OF BEVERAGE COMPANY IN LATAM ................. 1313

Lizarzaburu, Edmundo R.1; Berggrun, Luis2; Ostos, Jhony3 ........................................................1313 EXPLORING THE ANTECEDENTS OF BRAND EQUITY IN SERVICE INDUSTRY ........ 1336

Loureiro, Sandra Maria Correia1; Filipe, Yesica2; Pires, Ana Regina3 .............................................1336 INVESTIGATING THE IMPACT OF INTERNET USAGE AND ACCEPTANCE ON ACTIVE AGEING AMONG OLDER ADULTS ............................................................................ 1350

Macedo, Isabel Maria1; Pinho, José Carlos2; Liao, Mei-Na3 .........................................................1350 Confronting Contemporary Business ISBN: 978-9963-711-16-1 Challenges Through Management Innovation

6th Annual EuroMed Conference of the EuroMed Academy of Business 11 CORPORATE GOVERNANCE OF NON-PROFIT ORGANIZATIONS- THEORY AND PRACTICE .................................................................................................................. 1359

Malý, Milan1; Kubíček, Aleš2 ............................................................................................1359 TEMPORALITY IN INTERGENERATIONAL TRANSITION: A PROCESS CASE STUDY OF A SMALL BUSINESS ................................................................................................... 1372

Mari, Carlo1; Meglio, Olimpia2 ..........................................................................................1372 RESEARCHING SOCIAL PRACTICES FOR UNDERSTANDING CONSUMPTION ........ 1383

Mari, Carlo..................................................................................................................1383 ORGANIZATIONAL INNOVATION IMPLEMENTATION THROUGH INTER-FIRM NETWORKS ............................................................................................................... 1394

Martin-Rios, Carlos .......................................................................................................1394 THE SUN CUBE STAKEHOLDER MANAGEMENT SYSTEM FOR M&A DEALS IN PMI (POST-MERGER MANAGEMENT) .............................................................................. 1408

Martirosyan, Emil1; Vashakmadze, Teimuraz2 ........................................................................1408 INCOME RETURN VS CAPITAL APPRAISAL: A TEST ON THE ITALIAN REAL ESTATE FUNDS ....................................................................................................................... 1418

Mattarocci, Gianluca1; Siligardos, Georgios2 ..........................................................................1418 THE VENTURE CAPITALIST-ENTREPRENEUR RELATIONSHIP. EVIDENCE FROM ITALY......................................................................................................................... 1434

Meglio, Olimpia1; Rossi, Matteo2; Capasso, Arturo3 .................................................................1434 EXPLORING THE IMPLICATION OF JUNGIAN NOTION OF ORGANIZATIONAL PSYCHE: FACEBOOK AS A LIVING ORGANISM ........................................................ 1447

Minulescu, Mihaela .......................................................................................................1447 LINKING ENTREPRENEURIAL ORIENTATION TO EXPORT PERFORMANCE: THE ROLE OF INTANGIBLE RESOURCES AND DYNAMIC CAPABILITIES .................................. 1456

Monteiro, Albertina Paula1; Soares, Ana Maria2; Lima Rua, Orlando3 ...........................................1456 MEASURING SERVICE QUALITY, BRAND IMAGE, PERCEIVED VALUE, CUSTOMERS’ SATISFACTION AND BEHAVIOURAL INTENTIONS IN THE HOTEL INDUSTRY: A STUDY OF THE HOTELS IN THE NORTH OF PORTUGAL .......................................... 1470

Monteiro, Albertina Paula1; Veloso, Cláudia Miranda2 ..............................................................1470 MANAGING INTERNATIONAL BUSINESS CONSTRAINTS THROUGH CORPORATE DIPLOMACY: AN ILLUSTRATIVE CASE STUDY ........................................................ 1485

Monteiro, Rui Manuel Ribeiro1; Raquel Filipa do Amaral Chambre de Meneses Soares Bastos Moutinho2 .. 1485 THE MANAGING AND STAGING OF FOOTBALL MATCHES IN THE ENGLISH PROFESSIONAL FOOTBALL INDUSTRY: AN EVENT LIFECYCLE APPROACH .......... 1501

Moore, Neil1; Stokes, Peter2 ..............................................................................................1501 MANAGERIAL APPROACH TO CULTURAL PPP ....................................................... 1524

Moschogianni, Meropi1; Gratsani, Athina2 ............................................................................1524 Confronting Contemporary Business ISBN: 978-9963-711-16-1 Challenges Through Management Innovation

6th Annual EuroMed Conference of the EuroMed Academy of Business 12 STICKY BEHAVIOR OF SELLING, GENERAL, AND ADMINISTRATIVE COSTS AND EARNINGS MANAGEMENT PRACTICES: AN INTERNATIONAL COMPARATIVE PERSPECTIVE ............................................................................................................ 1537

Naoum, Vassilios - Christos ..............................................................................................1537 DESIRABLE CODE OF CORPORATE GOVERNANCE FOR NON-LISTED COMPANIES – AN EXPERIENCE FROM PAKISTAN ........................................................................... 1549

Nazar, Mahreen1; Nishat, Mohammed2 ................................................................................1549 INVOLVEMENT OF ENTERPRISES AND SECTORS OF ECONOMY IN THE DESIGNING AND IMPLEMENTATION OF THE NATIONAL QUALIFICATIONS FRAMEWORK: EXPERIENCE OF LITHUANIA .................................................................................... 1563

Nazelskis, Eugenijus1; Tūtlys,Vidmantas2 .............................................................................1563 AN INTUITIONISTIC FUZZY APPROACH FOR AUTOMATIC EVALUATION AND COMPARISON OF ONLINE TEST ANSWERS .............................................................. 1598

Netov, Nikolay Chudomirov1; Tisheva, Diana2 ........................................................................1598 MULTISKILLING IN THE HOSPITALITY INDUSTRY IN SOUTH AFRICA AND ADJACENT COUNTRIES ............................................................................................ 1608

Nicolaides, Angelo .........................................................................................................1608 PPP AND CULTURAL SPONSORSHIP LAW AND MANAGEMENT ............................ 1642

Nikolopoulou, Marina1 Maniatis, Antonios2 .........................................................................1642 GREEN WOODEN FURNITURE. DETERMINATION OF MARKET TRENDS AND TENDENCIES IN GREECE AND CYPRUS DURING ECONOMIC CRISIS ...................... 1653

Papadopoulos, Ioannis 1; Karagouni, Glykeria 2; Trigkas, Marios 3; Beltsiou, Zoi 4 .............................1653 MARKETING PUBLIC RELATIONS: A CASE STUDY IN THE ADVERTISING SECTOR IN CYPRUS ..................................................................................................................... 1671

Papasolomou, Ioanna1; Melanthiou, Yioula2; Sabova, Majka .......................................................1671 HUMAN RESOURCE MANAGEMENT: ‘CONTENT’, ‘PROCESSES’, OR ‘PERCEPTIONS’? 1688

Pavlou, Fotis ................................................................................................................1688 E-COMMERCE AND MOBILE COMMERCE FOR FASHION BUSINESS........................ 1699

Pereira, Maria Madalena Rocha1; Martins, Paulo Gabriel Correia2; Miguel, Rui Alberto Lopes3; Trindade,

Isabel Maria Goncalves4; Lucas, Jose Mendes5 ........................................................................1699 PATTERN-FINDING IN QUALITATIVE DATA - A 17 STEPS PROCEDURE OF MAKING DATA ANALYSABLE ................................................................................................. 1718

Philipson, Sarah ............................................................................................................1718 PRIMARY HEALTH CARE SERVICES EVALUATION IN GREECE ............................... 1735

Pierrakos, George1; Kyriakidou, Niki2; Yfantopoulos, John3; Goula, Aspasia1; Giovannis, Apostolos1; Latsou,

Dimitra1; Sarris, Markos1 ................................................................................................1735


6th Annual EuroMed Conference of the EuroMed Academy of Business 13 A STUDY ON ANTECEDENTS AND IMPACTS OF ENGAGEMENT AND PARTICIPATION IN BRAND COMMUNITIES IN PORTUGAL ................................................................ 1749

Pires, Ana Regina1; Loureiro, Sandra Maria Correia2 ................................................................1749 SUSTAINABLE WINE CONSUMER: MYTH OR REALITY? ........................................... 1768

Pomarici, Eugenio1; Vecchio, Riccardo2 ................................................................................1768 CRAFT BEER: A CONSUMER PREFERENCE AND SWITCHING PERSPECTIVE ........... 1781

Poponi, Stefano1; Secondi, Luca2; Aquilani, Barbara3 ................................................................1781 ROLE OF TAXATION IN INVESTMENTS ALLOCATION DECISIONS: USING A GRAVITY APPROACH FOR EXPLORING BILATERAL FDI INTO THE EU ................................... 1807

Raudonen, Svetlana........................................................................................................1807 THE IMPACT OF CHINESE FOREIGN DIRECT INVESTMENT IN SWITZERLAND ...... 1830

Rios-Morales, Ruth; Brennan, Louis; Schweizer, Max ...............................................................1830 BIOTECHNOLOGICAL MERGERS AND ACQUISITIONS: AN OVERVIEW .................. 1851

Rossi, Matteo1; Vrontis, Demetris2; Thrassou, Alkis3 ................................................................1851 ON THE CONSISTENCY AND LINEARITY OF ASSOCIATIONS BETWEEN NATIONAL CULTURAL DIMENSIONS AND ENTREPRENURIAL INTENTIONS RATES ................ 1863

Rotem, Shneor ..............................................................................................................1863 MANAGING TEAM PERFORMANCE: DISINGENUOUS OR JUST PLAIN STUPID! ...... 1869

Rowland, Caroline1; Scott, Peter2 .......................................................................................1869 LESSONS FROM THE PAST: LIGHTS AND SHADOWS OF PUBLIC-PRIVATE PARTNERSHIP IN THE ITALIAN HEALTHCARE SECTOR ......................................... 1888

Russo, Salvatore ............................................................................................................1888 CLUSTERS – A KEY ELEMENT OF REGIONAL DEVELOPMENT IN ROMANIA .......... 1912

Sabău, Cosmin ..............................................................................................................1912 IMPACT CAPITAL FOR SUSTAINABLE DEVELOPMENT IN THE MEDITERRANEAN REGION ..................................................................................................................... 1927

Saltini, Tommaso...........................................................................................................1927 SUPPORTING PROGRAMS TO DEVELOP IMPACT CAPITAL IN THE MEDITERRANEAN REGION ..................................................................................................................... 1945

Saltini, Tommaso...........................................................................................................1945 INSIGHTS ON ITALIAN AND INDIAN HEALTH CARE SYSTEMS FROM VSA PERSPECTIVE ............................................................................................................ 1967

Saviano, Marialuisa1; Parida, Ratri2; Caputo, Francesco3; Datta, Saroj Kumar4 ................................1967 ARE PUBLIC PRIVATE PARTNERSHIPS WORTHWHILE? ........................................... 1985

Schein, Andrew ............................................................................................................1985 THE MAIN EFFECTS OF GREEN HARVESTING ON THE SICILIAN WINE COOPERATIVES ......................................................................................................... 1999



Schimmenti, Emanuele1; Crescimanno, Maria2; Borsellino, Valeria3; Galati, Antonino4; Pisano, Gaetano5 .. 1999 THE CONTRIBUTION OF WEB COMMUNICATION TO AGRI-FOOD SMES’ COMPETITIVENESS. A COMPARISON BETWEEN ITALIAN- AND ENGLISH-LANGUAGE WEBSITES. .................................................................................................................. 2015

Scorrano, Paola1; Maizza, Amedeo2; Rosato, Pierfelice3; Gravili, Silvia4 ..........................................2015 THE IMPACT OF CONSUMER LOYALTY ON THE COMPETITIVENESS AND SUSTAINABILITY OF PRIVATE LABELS. .................................................................... 2030

Serra, Elizabeth de Magalhães1; Amorim, Carla Sofia Fonseca 2; Del Rio, Maria Luisa 3 .......................2030 COMPETITIVE ENVIRONMENT AND THE ADOPTION OF CUSTOMER-ORIENTATION BEHAVIOUR: AN EMPIRICAL STUDY. ....................................................................... 2039

Serra , Elizabeth de Magalhães1; Machado, Simão Nuno2; Gonzalez , Jose Antonio Varela3 ...................2039 CAN A SOCIAL NETWORK MARKETING STRATEGY BENEFIT SMALL AND MEDIUM ENTERPRISES? ........................................................................................................... 2049

Silva, Daniela1; Nobre, Helena2; Becker, Kip3 .........................................................................2049 PERCEPTUAL ANTECEDENTS OF VOICE TO VOICE SERVICE ENCOUNTERS AND ITS IMPACT ON CUSTOMER LOYALTY: EVIDENCE FROM A SOUTH ASIAN COUNTRY 2065

Sirisena, Amila Buddhika .................................................................................................2065 ANTECEDENTS AND CONSEQUENCES OF SURROGATE ADVERTISING – AN EMPIRICAL STUDY IN INDIA .................................................................................... 2076

Soumi, Paul1; Datta, Saroj Kumar2 .....................................................................................2076 INNOVATION AND SME GROWTH: THE CASE OF PALESTINE ................................ 2097

Sultan, Suhail Sami .......................................................................................................2097 CLOUD COMPUTING AND THE WEB: THEIR POTENTIAL DISRUPTION OF THE DIGITAL AND EDUCATION DIVIDE ......................................................................... 2110

Sultan, Nabil ...............................................................................................................2110 EXPLORING ORGANIZATION’S CHANGE CAPABILITY ........................................... 2130

Swetlik, Ralf1; Sanchez Bengoa, Dolores2 ..............................................................................2130 FACTORS INFLUENCING FUND RAISING: AN EMPIRICAL STUDY ON ITALIAN STARTUPS.................................................................................................................. 2146

Talaia, Marco1; Pisoni, Alessia2; Onetti, Alberto3 ....................................................................2146 IS THE GLOBE MODEL USEFUL FOR CROSS-CULTURAL LEADERSHIP RESEARCH? 2164

Teodósio, João Paulo Correia1; Robalo, António da Silva2 ...........................................................2164 EMERGING IMPLICATIONS OF THE DEREGULATION OF THE PHARMACY RETAIL SECTOR IN GREECE: THE PHARMACISTS’ PERSPECTIVE ......................................... 2181

Theodoridis, Constantinos1; Priporas, Costantinos-Vasilios2........................................................2181 ORGANISATIONAL SEQUESTERING OF WORKPLACE BULLYING: ADDING INSULT TO INJURY ....................................................................................................................... 2195

Thirlwall, Alison ...........................................................................................................2195 Confronting Contemporary Business ISBN: 978-9963-711-16-1 Challenges Through Management Innovation

6th Annual EuroMed Conference of the EuroMed Academy of Business 15 MUTUAL RELATIONSHIP OF WINE INDUSTRY VS. WINE TOURISM; THE ISRAELI PERSPECTIVE ............................................................................................................ 2211

Tirosh, Nathan .............................................................................................................2211 WORK-FAMILY BALANCE IN CHILDCARE CENTERS: IS SUPPORT RELATED TO PARTICIPATORY MANAGEMENT? ........................................................................... 2230

Tremblay, Diane-Gabrielle ................................................................................................2230 RANGELANDS AND REGIONAL DEVELOPMENT: A BIBLIOGRAPHIC APPROACH . 2243

Tsiantikoudis, S1;Arabatzis, G2; Aggelopoulos, S3 ....................................................................2243 COMPARISON OF IFRS AND SLOVAK ACCOUNTING REGULATIONS IN THE AREA OF ACCOUNTING AND RECOGNITION OF NONCURRENT ASSETS.............................. 2252

Tušan, Radoslav1; Bánociová, Anna2; Buleca, Ján3 ...................................................................2252 SIGNIFICANCE OF QUALITY DIMENSIONS IN TOURISM SERVICES AND THEIR IMPACT ON CUSTOMER DECISION-MAKING PROCESS ........................................... 2268

Vajčnerová, Ida1; Ryglová, Kateřina2 ...................................................................................2268 GREEK BANKS’ INTERNATIONAL BEHAVIOUR IN S.E.E. COUNTRIES: BUSINESS COMMITMENT AND POLITICAL DIMENSIONS ........................................................ 2281

Vasiliadis, Labros1; Panta, Maria2 .......................................................................................2281 CHINESE ACQUISITIONS AND THEIR IMPACT ON THE MADE IN ITALY LUXURY SECTOR – ................................................................................................................... 2295

Vecchi, Alessandra .........................................................................................................2295 ANALYZING THE REQUIREMENTS OF AN ON-LINE ACCOUNTING PLATFORM IN GREECE: THE VIEWS OF DIFFERENT USER GROUPS ................................................. 2310

Venieris, George1; Cohen, Sandra2; Vlismas, Orestes3; Naoum, Vassilios-Christos4; Karatzimas, Sotiris5 ...2310 WHEN WINE MEETS TERRITORY: THE ITALIAN SCENARIO .................................... 2322

Vrontis, Demetris1;Viassone, Milena2 ..................................................................................2322 THE INTERNATIONALISATION OF CHINESE FIRMS: BRAND, ENTRY MODE, AND COUNTRY OF ORIGIN OPTIONS ............................................................................... 2334

Wilson, Ian ..................................................................................................................2334 COLLABORATION COMPETENCE DEVELOPMENT: THE CASE OF BIONIC, LTD ..... 2350

Yeromenko, Galyna ........................................................................................................2350 A COMPARISON BETWEEN THE PERCEPTIONS OF THE IDEAL LEADER FOR COLOMBIANS AND CHILEANS USING THE LEADERSHIP PRACTICES INVENTORY OF KOUZES AND POSNER .............................................................................................. 2365

Zárate, Rodrigo1; Matviuk,Sergio2 ......................................................................................2365 EXPLORING THE ROLE OF TRUST IN BUSINESS RELATIONSHIP WITHIN THE CHINESE SHIPBUILDING INDUSTRY ........................................................................................ 2370

Zhou, Jiangfan1; Sanchez Bengoa, Dolores2 ............................................................................2370 WEB TECHNOLOGY AND BUYERS’ PROFILES .......................................................... 2382 Confronting Contemporary Business ISBN: 978-9963-711-16-1 Challenges Through Management Innovation


Zurawicki, Leon ............................................................................................................2382



TABLE OF ABSTRACTS

FACTORS AFFECTING INNOVATION IN THE HOTEL INDUSTRY ............................ 2391

Afonso, Victor1; Carvalh, Luísa2 .........................................................................................2391 A REVIEW OF BOYCOTTS AND BRAND LOYALTY IN INTERNATIONAL MARKETING 2392

Al Serhan, Omar1; Sirkeci, Ibrahim2 ....................................................................................2392 LITERARY PORTRAITS OF LISBON: IMAGE AND PROMOTION OF A TOURIST DESTINATION ........................................................................................................... 2393

Ambrόsio, Vitor1; Matos, Graça2 ........................................................................................2393 MOBILE MARKETING AND SO-LO-MO CONVERGENCE: THE NEW TRENDS IN MARKETING .............................................................................................................. 2396

Amirkhanpour, Monaliz ..................................................................................................2396 COMPREHENSIVE APPROACH TO CRISES MANAGEMENT ..................................... 2398

Balta, Corneliu1; Bica, Gheorghe2; Rosioru, Nicoleta Diana3 ........................................................2398 POLITICAL AND MILITARY ACTION FRAME OF THE EUROPEAN UNION WITHIN THE CRISES MANAGEMENT ............................................................................................. 2402

Balta, Corneliu1; Bica, Gheorghe2; Stanca, Costel3 ....................................................................2402 MANAGING THE CRISIS IN THE EUROPEAN UNION ............................................... 2407

Balta, Corneliu1; Stanca, Costel2 ........................................................................................2407 NEGOTIATORS' ATTITUDES TOWARD FORMAL CONTRACTS: A SEVEN-COUNTRY ANALYSIS .................................................................................................................. 2413

Banai, Moshe1; Stefanidis, Abraham2; Schınzel, Ursula3; Shetach, Ana4..........................................2413 ESTABLISHING A SUSTAINABLE GROWTH FOR A SME ........................................... 2414

Bertoldi, Bernardo1; Branca, Stefano2 ...................................................................................2414 STATE OF ART ABOUT THE TRADITIONAL, UNIDIRECTIONAL INTERRELATION AMONG CONSUMPTION PATTERN AND SOCIETAL AND CORPORATE DEVELOPMENT ......................................................................................................... 2416

Bondrea, Aurelian1; Costea, Carmen-Eugenia2 ........................................................................2416 CHALLENGES FOR EXECUTIVE RECRUITMENT IN THE LIGHT OF THE WAR FOR TALENT IN GERMANY .............................................................................................. 2420

Buttenberg, Katharina .....................................................................................................2420 PROFITABLE INDEX ON TOURISM PROMOTION ON MADEIRA – A FINANCIAL MODEL ...................................................................................................................... 2423

Camacho, Élvio José Sousa1; Coelho, Maria Manuela M. S Sarmento2 ............................................2423 BUSINESS MODEL FOR ASSEMBLE IT YOURSELF FURNITURE RETAILERS –A DEVELOPING ECONOMY PERSPECTIVE ................................................................... 2424

Chandrasekhar, Natarajan 1; Ostheimer, Bernard2 ...................................................................2424 Confronting Contemporary Business ISBN: 978-9963-711-16-1 Challenges Through Management Innovation

6th Annual EuroMed Conference of the EuroMed Academy of Business 18 SOCIAL DISCOURSES TOWARD HEALTHY EATING: EVIDENCE FROM ROMANIA .. 2425

Chrysochou, Polymeros; Festila, Aleksandra ...........................................................................2425 SOCIAL MEDIA, PREDICTIVE ANALYTICS, AND TOURISM ...................................... 2427

Claster, William1; Pardo, Phillip2; Cooper, Malcolm3 ................................................................2427 MANAGEMENT ACCOUNTING SYSTEMS AND SMES: EXPLORING THE EFFECTS OF THE FINANCIAL CRISIS IN GREECE .......................................................................... 2430

Cohen, Sandra1; Karatzimas, Sotiris2; Naoum, Vassilios-Christos3 ................................................2430 EXPLORING THE DETERMINANTS OF MARKETING INNOVATIVE BEHAVIOURS IN WINE SMES: AN EXPLORATIVE CASE STUDY IN THE APULIAN WINE BUSINESS. ... 2433

Contò Francesco1; Fiore Mariantonietta2; Santini, Cristina3; Silvestri Raffaele4 .................................2433 ACCOUNTABILITY AND DISCOURSE: IDENTITY CONSTRUCTION OF ‘ÁGUAS DE PORTUGAL, S.A.’ ....................................................................................................... 2434

Costa, Luís1; Menezes, Carlos2; Oliveira, Lídia3 ......................................................................2434 AN INTEGRATED APPROACH TO VALUE BASED INNOVATION ENVIRONMENT CREATED BY CROSS SECTOR STAKEHOLDERS INTERACTION ................................ 2436

Czarczyńska, Anna ........................................................................................................2436 AIRLINE SERVICE QUALITY IN SOUTH AFRICA AND MALAYSIA - AN INTERNATIONAL CUSTOMER EXPERIENCE APPROACH ........................................ 2440

De Jager, Johan1; Van Zyl, D.2; Bin Dahari, Z.3 ......................................................................2440 TRAVELING TO RISKY DESTINATION: THE MEDIATING EFFECTS OF RISK PERCEPTIONS * ......................................................................................................... 2443

Desivilya Syna, Helena1;Teitler Regev, Sharon2; Shahrabani, Shosh3 .............................................2443 WHY POSITIVE FEEDBACK FOR FUTURE ORGANIZATIONS STRATEGY DESIGN? ... 2446

Doval, Elena1; Negulescu, Oriana2 ......................................................................................2446 BIO-ECONOMY AND BIOECONOMICS. WHAT HAS SOCIAL MARKETING TO DO WITH? ........................................................................................................................ 2449

Epure, Manuela ............................................................................................................2449 EXAMINING THE ROLE OF TRUST IN USER PERCEPTIONS OF QUALITYAND SATISFACTION IN THE PUBLIC SECTOR: EMPIRICAL EVIDENCE FROM THE HEALTH SECTOR ..................................................................................................................... 2453

Esquerdo, Teresa Josefina1; Macedo, Isabel Maria2; Pinho, José Carlos3 ...........................................2453 CHILDREN’S CONSUMER SOCIALIZATION: THE ROLE OF MARKETING ................ 2455

Estrela Rui1; Pereira, Francisco Costa2; Bruno, Jorge 3 ..............................................................2455 THE INNOVATION BASED ON DYNAMIC CAPABILITIES ......................................... 2457

Flores, Alejandro ...........................................................................................................2457 ORGANIZATIONAL CHANGE AND INTERCULTURAL MANAGEMENT INTO THE MERGER AND ACQUISITIONS PROCESSES ............................................................... 2458



Flores, Alejandro1; Bremser, Kerstin2 ...................................................................................2458 EFFICIENCY AND PROFITABILITY: AN APPLICATION OF DEA TO GREEK SMES .... 2459

Floros, Christos1; Voulgaris, Fotini2; Tsoukatos, Evangelos3 ........................................................2459 TOURIST DESTINATION IMAGE: A STUDY ON LISBON’S DESTINATION IMAGE ..... 2461

Fontes Falcão, Pedro 1; Santos, Dulce2 ..................................................................................2461 WHEN WEST MEETS EAST: COMPARING THE USE OF HIGH PERFORMANCE WORK SYSTEMS BETWEEN IRISH AND CHINESE PROFESSIONAL SERVICE FIRMS ............ 2464

Fu, Na1; Flood, Patrick2; Bosak, Janine3; Qinhai Ma4; Yang Liu5; Yang Zhang6; ...............................2464 CANONICAL CORRELATION ANALYSIS AS A CONFIRMATORY METHOD OF PRINCIPAL COMPONENTS ANALYSIS. APPLICATION TO FINANCIAL INFORMATION 2468

Garcia-Gallego, Ana1; Mures-Quintana, Maria-Jesus2; Vallejo-Pascual, M. Eva3...............................2468 WINESUCCESS® FRAMEWORK: AN EMPIRICAL ASSESSEMENT IN THE FAMILY WINERIES OF CYPRUS ............................................................................................... 2471

Georgiou, Thoukis..........................................................................................................2471 THE PORTUGUESE NATIONAL HEALTH SERVICE AND THE IMPLEMENTED ACCOUNTING STANDARDS: THE PROBLEMATIC OF CONSOLIDATED FINANCIAL STATEMENTS ............................................................................................................ 2475

Gomes, Delfina1; Oliveira, Lídia2; Pedro, Mota e Costa3; Soares, Teresa4 .........................................2475 ORGANISATIONAL JUSTICE IN INTERNATIONAL MERGERS AND ACQUISITIONS: THE IMPACT OF PROCEDURAL AND INTERACTIONAL JUSTICE ON EMPLOYEE COMMITMENT. ......................................................................................................... 2477

Gomes, Emanuel1; Mellahi, Kamel2; Harvey, Amy3; Sahadev, Sunil4 .............................................2477 NARCISSISM AND CREATIVITY OVER TIME: TOWARD A DYNAMIC MODEL OF GROUP CREATIVITY.................................................................................................. 2487

Gonçalo, Jack1; Krause, Verena2 .........................................................................................2487 CONSUMING THE CITY, SPACES OF CONSUMPTION: COMMODIFYING AND AESTHETICISING CARDIFF’S EVERYDAY LIFE ......................................................... 2490

Gonçalves, Ana .............................................................................................................2490 CYPRUS OPTIMAL NATURAL GAS WEALTH MANAGEMENT MODEL. GOVERNMENT PRODUCTION CONSUMPTION (GPC) ....................................................................... 2493

Homayoon, Morvarid......................................................................................................2493 NORMS AND NON-CLASSICAL NEGATIONS ........................................................... 2496

Iliescu, Gabriel1; Kabbara, Teo2 ..........................................................................................2496 BEYOND THE LIMITS OF CRISIS ................................................................................ 2501

Ionescu, Eduard1; Costea, Carmen2 .....................................................................................2501 IDEA EXPLOITATION AND VALUE APPROPRIATION: THE EXPERIMENTAL LAB ... 2507

Iscaro, Valentina1; Castaldi,Laura2 ......................................................................................2507 Confronting Contemporary Business ISBN: 978-9963-711-16-1 Challenges Through Management Innovation

6th Annual EuroMed Conference of the EuroMed Academy of Business 20 ROMANIAN INTERNATIONAL MIGRATION AND SUSTAINABLE DEVELOPMENT IN RURAL SENDING AREAS: MIGRANT INVESTMENTS IN HOUSES ............................ 2510

Jacob Larionescu, Andra1; Ciotoiu, Iuliana2 ...........................................................................2510 LOSING QUALITY ON THE WAY FROM THE MEADOW TO THE CONSUMER’S PLATE 2517

Kaufmann, Hans Ruediger1; Strata, Sonny2; Domenighini, Cecilia3; Novak, Magdalena4; Kessler, Kathleen5 2517

SOCIAL ENTERPRISES: PANACEA FOR CRISIS SITUATIONS AND CHANGE? .......... 2522

Kaufmann, Hans Ruediger1; Polycarpou, Marina2; Auphan, Aude-Marie3 ......................................2522 HOW TO ACHIEVE PERFORMANCE EXCELLENCE: THE CASE OF COCOMAT, WINNER OF THE EFQM EXCELLENCE AWARD ........................................................ 2526

Kriemadis,Thanos1; Papaioannou, Alkistis2; Kourtesopoulou, Anna3..............................................2526 IMAGES FROM LITERATURE AND THE ARTS IN CONSTRUCTING GASTRONOMIC CULTURAL TOURISM ................................................................................................ 2530

Leitão, Isilda ................................................................................................................2530 INNOVATIVE APPROACHES IN ROMANIA EDUCATION SYSTEM - ELEARNING SOLUTION PROVIDED BY SIVECO ............................................................................ 2532

Luminita, Pistol1; Ungureanu, Adrian2 ................................................................................2532 BIO-ECONOMY: TRANSITION FROM THE ECONOMIC PARADIGM TO THE NEW GLOBAL ECONOMY .................................................................................................. 2535

Maria Ramona, Chivu1; Dragoș Gabriel, Popescu2; Rodica, Dragomiroiu3 .......................................2535 THE IMPORTANCE OF THE BRAND IN THE PORTUGUESE MOULD INDUSTRY ...... 2537

Medina, Catarina1; Estrela, Rui2 ........................................................................................2537 SOCIAL NETWORKING SITES: WORKPLACE IMPACT .............................................. 2539

Melanthiou, Yioula1; Anastasiou, Nicos2 ..............................................................................2539 CORPORATE RECRUITING: E-RECRUITMENT IN CYPRUS ........................................ 2541

Melanthiou, Yioula1; Contantinou, Eleni2 ............................................................................2541 INTEREST RATES VS. INCOME TAX IN WEALTH CREATION OR WEALTH DESTRUCTION .......................................................................................................... 2543

Mihai Yiannaki, Simona ..................................................................................................2543 THE POLITICAL ECONOMY OF THE PUBLIC-PRIVATE PARTNERSHIPS ACCOUNTING 2547

Moscariello, Nicola1; Cinque, Ettore2 ...................................................................................2547 INTERACTIONS BETWEEN THE VOLATILITY OF FINANCIAL MARKETS AND INVESTORS’ BEHAVIOUR .......................................................................................... 2550

Mouzoura, Georgia ........................................................................................................2550 LEADERSHIP FOR 21ST CENTURY: TOWARDS A TRANSCENDENT FRAMEWORK .. 2553



Mukerji, Debu ..............................................................................................................2553 A MATRIX OF INVESTMENTS IN SOCIAL RESPONSIBILITY AND SUSTAINABILITY . 2561

Negulescu, Oriana1;Doval, Elena2; ......................................................................................2561 INFORMATION TECHNOLOGY AS AN ENABLER IN PRODUCE WASTAGE OVOIDANCE ............................................................................................................. 2564

Ostheimer, Bernhard1; Chandrasekhar, Natarajan2 ...................................................................2564 EFQM EXCELLENCE MODEL AS A BASIS FOR SELF-ASSESSMENT: A STUDY OF ELECTROMECHANICAL SECTOR IN TURKEY .......................................................... 2565

Özmen, Özgür1; Demir, Ahmet2; Özel, Semih3 .......................................................................2565 AN ANALYSIS OF HUMAN RESOURCE EMPOWERMENT: A CASE STUDY IN THE HEALTH CARE SECTOR ............................................................................................ 2569

Papaioannou, Alkistis1; Kriemadis,Thanos2; Kourtesopoulou, Anna3; Kolovos, Petros4; Gkouzou, Maria5 ..2569 INNOVATIVE MARKETING STRATEGIES IN FAMILY OWNED BUSINESSES: A WORK IN PROGRESS FRAMEWORK TO INTEGRATE SOCIAL MEDIA ....................................... 2572

Pardo, Phillip1; Tajeddini, Kayhan2 .....................................................................................2572 GOVERNMENT - ACADEMY DIFFERENT APPROACHES TO TECHNOLOGY TRANSFER 2575

Porath, Amiram1; Ramos , Isabel2; Rahman, Hakikur3 ...............................................................2575 IS THAT THE DIASPORA CAN BE A NETWORK OF INFLUENCE IN THE CREATION OF BUSINESS IN ITS COUNTRY OF ORIGIN ? CASE OF THE LAO DIASPORA. ................ 2580

Pravong, Souchinda .......................................................................................................2580 HORIZONTAL MERGERS AND ACQUISITIONS: HOW WINNERS AND LOSERS DIFFER: A MARKETING PERSPECTIVE ................................................................................... 2583

Rahman, Mahabubur1; Lambkin, Mary2 ...............................................................................2583 A CAUSAL MODEL OF THE INTERNATIONALIZATION OF SMES AND OF THE TRANSMEDITERRANEAN: THE CASE OF MOROCCAN SMES .................................. 2594

Ramadan, Maarouf1; Levratto, Nadine2 ...............................................................................2594 INNOVATION THROUGH INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) IN ROMANIAN EDUCATION ............................................................................ 2599

Rascu-Pistol, Silvia1; Varga Ungureanu, Anca2 .....................................................................2599 FOREIGN DIRECT INVESTMENT AS A MEANS OF ECONOMIC DEVELOPMENT ...... 2603

Rios-Morales, Ruth; Brennan, L.; Schweizer, M.; Flores, A. ........................................................2603 THE IMPACT OF INTERNATIONAL INVESTMENT AGREEMENTS ON FOREIGN DIRECT INVESTMENT: THE SWISS EXPERIENCE .................................................................... 2605

Rios-Morales, Ruth; Schweizer, M.; Gamberger, D.; Ursprung, D ................................................2605 FACTORS IMPACTING CUSTOMERS’ FOOD AND GROCERY RETAIL FORMAT CHOICE IN PAKISTAN ............................................................................................................ 2607

Rotem, Shneor1; Shujaat, Ali2 ............................................................................................2607 Confronting Contemporary Business ISBN: 978-9963-711-16-1 Challenges Through Management Innovation

6th Annual EuroMed Conference of the EuroMed Academy of Business 22 EXPLORING THE INTERRELATIONS BETWEEN CODES OF CONDUCT AND FINANCIAL PERFORMANCE: EVIDENCE FROM GREECE ......................................... 2613

Roumeliotis, Michael1; Kyriakogkonas, Panagiotis2 ..................................................................2613 A QUALITY MODEL FOR INTEGRATED HEALTHCARE IN POLAND ........................ 2616

Rudawska, Iga ..............................................................................................................2616 THE IMPLEMENTATION OF FORMAL AND INFORMAL HRM PRACTICES BY MIDDLE- MANAGERS IN THE PUBLIC SECTOR: THE CASE OF CYPRUS .................................. 2621

Sakka, Georgia ..............................................................................................................2621 SOCIAL RESPONSIBILITY AS DRIVER OF COMPETITIVE SUCCESS IN SMES IN THE REGION OF EXTREMADURA ..................................................................................... 2625

Sánchez-Hernández, M. Isabel1; Gallardo-Vázquez, Dolores2 .......................................................2625 AN EXAMINATION OF HUMAN RESOURCE EMPOWERMENT APPLIED TO THE PUBLIC SECTOR: THE CASE OF GREEK RESEARCH CENTERS .................................. 2628

Sarri, Stavroula1; Kriemadis,Thanos2; Papaioannou, Alkistis3 .....................................................2628 SERVICE QUALITY IN THE REAL ESTATE INDUSTRY IN SOUTH AFRICA ................ 2632

Serfontein, Mariska1; Drotsky, Tonie2; De Jager, Johan3 .............................................................2632 CREATIVE ADVERTISING, CLASSICAL LEARNING AND PRODUCT IMAGE ............ 2636

Shuv-Ami, Avichai1; Shuv-Ami, Sivan2 ...............................................................................2636 FANS’ BRAND COMMITMENT TO THEIR FOOTBALL TEAM .................................... 2639

Shuv-Ami, Avichai ........................................................................................................2639 THE IMPACT OF THE FINANCIAL CRISIS AND AUSTERITY IN A LOCAL HOSPITAL: THE CASE OF ANTIBIOTICS CONSUMPTION AND ITS COSTS .................................. 2642

Silva, Anabela1; Oliveira, Lídia2; Gomes, Delfina3; Caria, Ana Alexandra4 ......................................2642 ACHIEVING QUALITY AND EFFICIENCY BY IMPROVING PHYSICIAN MEDICATION ORDER ENTRY IN THE HOSPITAL SETTING ............................................................. 2644

Silva Martins, Anabela1; Macedo, Isabel Maria2; Silva, Joana Isabel3 .............................................2644 THE ECOTOURISM EXPERIENCE AN EXPLORATORY STUDY IN A TUNISIAN CONTEXT 2647

Smaoui, Fatma1; Ben Ali, Amira2 .......................................................................................2647 A REVIEW OF THE CURRENT SITUATION OF GENDER DIVERSE CORPORATE BOARDS AND THE IMPACT OF MORE DIVERSITY .................................................................. 2651

Snorrason, Jón Snorri .....................................................................................................2651 THE INTRODUCTION OF ACCRUAL ACCOUNTING IN THE ITALIAN PUBLIC SECTOR: THE ‘EXCEPTIONAL’ ACCOUNTING TREATMENT FOR FINANCE LEASE ................ 2654

Sorrentino, Marco .........................................................................................................2654 THE WORKPLACE MOBBING: THE NEGOTIATED CODES OF CONDUCT AS EFFECTIVE CONTRAST AGENTS ............................................................................... 2658



Spanò, Isabella ..............................................................................................................2658 THE BALANCE SHEET AS A MODEL FOR SELF-ASSESSMENT AND PERSONAL BRANDING ................................................................................................................ 2661

Stavroulakis, Peter J.1; Fountzoula, Zoe E.2; Pantaleon, Aneza A.3 ................................................2661 CONCEPTUALIZING A NEW MODEL OF SOCIAL INNOVATION IN ONLINE ENVIRONMENT ......................................................................................................... 2664

Țâmpu, Diana Larisa1; Libardea, Laura2; Cerchez, Adela3 ...........................................................2664 ABNORMAL INVESTOR RESPONSE TO THE INDEX EFFECT FOR DAILY AND INTRADAY DATA ...................................................................................................... 2668

Tavor, Tchai ................................................................................................................2668 INCREASING ECONOMIC NEED SATISFACTION ON THE PUBLIC SOCIAL SOFTWARE PLATFORM FACEBOOK – INSIGHTS FROM THE AIRPORT INDUSTRY ..................... 2669

Tenge, Marion ..............................................................................................................2669 THE DETERMINANTS OF E-GOVERNANCE AND HOW TO ESTABLISH A SUCCESSFUL RELATIONSHIP WITH CITIZEN ................................................................................. 2673

Toma, Mihaela1; Balint, Antoniu Ovidiu2; Ionescu, Adrian3 .......................................................2673 GENDER ROLE STEREOTYPES AND REQUISITE MANAGEMENT CHARACTERISTICS: EVIDENCE FROM GREECE ........................................................................................ 2677

Tsoukatos, Evangelos1; Giovanis, Apostolos2 ..........................................................................2677 DELIBERATE LEARNING MECHANISMS AND ALLIANCE MANAGEMENT CAPABILITY: A PILOT STUDY ................................................................................... 2681

Turi, Claudio1; Castaldi, Laura2 .........................................................................................2681 SUSTAINING BUSINESS EXCELLENCE IN UNCERTAINTY ........................................ 2684

Van der Wiele, Ton1; Van Iwaarden, Jos2; Eldridge ,Steve3; Williams, Roger4 ...................................2684 THE IMPACT OF ‘CREATIVITY’ ON STUDENT EMPLOYABILITY* ............................. 2688

Varnava Marouchou, Despina1; Mihai Yiannaki, Simona2 ..........................................................2688 AN INSIGHT INTO THE RATIONALITY OF ECONOMIC ENTITIES: EMERGING FROM CRISES WITH NEW APPROACHES TO SOCIAL SCIENCES......................................... 2692

Vasile, Adrian1; Mihoreanu, Larisa2; Bondrea, Aurelian3 ...........................................................2692 THE CONTEMPORARY “HOMMO ECONOMICUS”: DEFINING WELLBEING AT THE CROSSROADS OF ECONOMIC GROWTH AND BUSINESS ETHICS ............................ 2697

Viciu, Tania Georgia1; Mihoreanu, Larisa2; Goran, Laura3 .........................................................2697 CREATING A BUSINESS COMPETITIVENESS INDEX: AN APPLICATION TO GREEK MANUFACTURING FIRMS ........................................................................................ 2702

Voulgaris, Fotini1; Lemonakis,Christos2 ................................................................................2702 DETERMINANTS OF USER ADOPTION OF E-GOVERNMENT SERVICES AND THE ROLE OF CITIZEN SERVICE CENTRES (CSCS), IN GREECE. ................................................. 2704

Voutinioti, Anastasia ......................................................................................................2704 Confronting Contemporary Business ISBN: 978-9963-711-16-1 Challenges Through Management Innovation

6th Annual EuroMed Conference of the EuroMed Academy of Business 24 THE HYBRIDIZATION OF HRM PRACTICES WITHIN MNCS: SHIFTING FROM RECEPTIVE TO LEARNING SUBSIDIARIES ................................................................ 2707

Yahiaoui, Dorra1; Chebbi, Hela2 .........................................................................................2707 "SOME CUSTOMERS THINK THE SERVICE INCLUDES ME" – SEXUAL HARASSMENT BY CUSTOMERS TOWARDS WOMEN SERVICE PROVIDERS ........................................... 2710

Yassour Borochowitz, Dalit ..............................................................................................2710 LINKING PSYCHOLOGICAL CONTRACT VIOLATIONS TO CONSUMER SATISFACTION: WHAT MATTERS? ........................................................................... 2713

Zhao, Xin1; Fu, Na2; Schalk, René3 .....................................................................................2713



BOOK OF CONFERENCE PROCEEDINGS



PRIMARY HEALTH CARE SERVICES EVALUATION IN GREECE

Pierrakos, George1; Kyriakidou, Niki2; Yfantopoulos, John3; Goula, Aspasia1;

Giovannis, Apostolos1; Latsou, Dimitra1; Sarris, Markos1

1Technological Institution of Athens

2Leeds Metropolitan University

3National and Kapodestrian University of Athens

ABSTRACT

Importance – The concept of patient satisfaction has received significant attention

internationally since 1990s (Hamilton et al. 2013; Schoenfelder, T.; Klewer, J. and

Kugler, J. 2011;Thomas, et al. 2006; Speigth, 2005; Bredart, 2001; Rahmqvis,

2001;Williams, 1994) mainly in three key areas of research: a) expectations of the

services, b) personal preferences, and finally c) realities of the care received.

The purpose of this study is based on a funded project conducted by the Department of

Health Economics of the Technological Institute of Athens funded European Social

Fund (E.S.F) Ministry of Education, Lifelong Learning and Religious Affairs 2012-2015.

It is to identify key determinants of patient satisfaction in Greece. The primary health

care in Greece (Noula , et al. 2007), is still lacking behind targets and expectations.

Issues like long waiting lists, poor medical and nursing service, and high expectations

of patients are consider to be ones of the most important factors that result in negative

influence on satisfaction (Tountas et al. 2005; Niakas and Mylonakis, 2005;

Papagianopoulou et al. 2008; Pierrakos and Tomaras, 2009).

By taking the above issues into consideration, the scope of this study is to develop a

comprehensive conceptual method for measuring the satisfaction experienced of the

offered Primary Health Care (PHC) services in Greece.

Design/methodology/approach – The aim of this study was to develop a

comprehensive conceptual method for measuring the satisfaction experienced of the

offered Primary Health Care (PHC) services in Greece, based on a survey of 500 self-

administered questionnaires by random sampling distributed in five hospitals

throughout the Attica region during the period of April 2013 to July 2013 to which

areas of care actually influences overall satisfaction response. Patients stated satisfied

with medical care and nursing care. However, the level of satisfaction was found quite

Confronting Contemporary Business ISBN: 978-9963-711-16-1 Challenges Through

Management Innovation


low in administrative services as also in facilities. The non-parametric test by Kruskall

Wallis, showed that the improvement in the patient's health was statistically significant

in the overall satisfaction of health care (p≤ 0.001), as was also the satisfaction with

medical (p≤ 0.004) and nursing care (p≤ 0.014).

Practical implications – Results of the present study have implications for health providers

aiming at improving the service quality and quality of care.

Keywords: Primary Health Care, Services, healthcare quality, public health, Greece.

1.0 INTRODUCTION

The purpose of this study is based on a funded project conducted by the Department of

Health Economics of the Technological Institute of Athens funded European Social Fund

(E.S.F) Ministry of Education, Lifelong Learning and Religious Affairs 2012-2015. It is aimed

to identify key determinants of patient satisfaction in Greece. The primary health care in

Greece (Noula , et al. 2007), is still lacking behind targets and expectations. Issues like long

waiting lists, poor medical and nursing service, and high expectations of patients are consider

to be ones of the most important factors that result in negative influence on satisfaction

(Tountas et al. 2005; Niakas and Mylonakis, 2005; Papagianopoulou et al. 2008; Pierrakos and

Tomaras, 2009).

By taking the above issues into consideration, the scope of this study is to develop a

comprehensive conceptual method for measuring the satisfaction experienced of the offered

Primary Health Care (PHC) services in Greece. As such, the first session of this paper in

progress is dual: first, to provide an historical review of research conducted in the area of

patient satisfaction and specifically on patients’ evaluation of the health services and secondly

to outline and further discuss some key dimensions of patient satisfaction. The remaining of

the paper, focuses on patient satisfaction of primary health care in Greece, its main aims and

objectives of the project, as well as preliminary findings of the project.




2.0 PATIENT SATISFACTION: AN HISTORICAL REVIEW OF THE CONCEPT

The concept of patient satisfaction has been under investigation since 1900. In the beginning

of medical science, interest was focused mainly on the treatment of the patient or the relief of

their pain. However, in the early 20th century a new concept was introduced to the scientific

community concerning the evaluation of not only of the outcome of the illness but also of the

care provided. This evaluation resulted in the recognition of the patients rights (Williams,

1994) and the introduction of the evaluation of the provided services by the patient also

described as patients satisfaction (Thomas, et al. 2006). However, as Gilber and Velloutsou

argue (2006), the subjective affective component of the patient satisfaction construct makes its

measurement “probably a hopeless quest” and its study is largely flawed as it has lacked

precision, at the expense of exact science, with many researchers having undertaken studies

of a purely exploratory nature.

Indeed, according to Donabedian (1988), the quality of the provided services has a complex

impact on patients care provided and is determined by the following organizational

parameters: structure, processes and outcome. According to the study:

Structure: concerns two main levels: a) the individual level which regards the quality of

health professionals and b) the hospital level which regards the quality of facilities and

medical equipment. In general, structure concerns the features and provision of health

services; low structure, nevertheless, does not necessarily mean low quality of health services.

Procedures: refer mainly to information to the patient during, before and after care. It

concerns all actions carried out for the provision of services to the patient.

Results: concern the final subjective evaluation of the patient for the services provided

regardless of the clinical outcome. It is also a key means of evaluation of health service.

Regarding the historical development of the evaluation of health services, in 1982 Linder-Pelz

found out that patient satisfaction was based on the positive evaluations of distinct

dimensions of the health care. The researcher set five key dimensions in order to determine

satisfaction: a) Expectations, b) Value c) Entitlements, d) Occurrences, e) Interpersonal

comparisons.

In addition, Ware et al. (1983: 254) research identified that: ‘’estimates of satisfaction are

intentionally subjective and attempt to conceive a more personal evaluation, which cannot be

formed through a simple observation of care. Subjectivity is the only power of the satisfaction

measurement tools.’’




Further research by Meterko et al (1990) argue that the dimensions based on which

satisfaction should be assessed are the reception of patients, care by medical and nursing staff

on a daily basis, hospital environment and administrative issues relating to hospital cost and

discharge procedures. Greeneich et al, (1992), have also explored the determinant on patients

satisfaction and concluded on the following factors: a) nursing personality characteristics, b)

nursing caring, c) nursing proficiency, d) environment and e) expectations.

Speigth (2005) also reported that patient satisfaction is the result of the comparison between

the provided care and patients’ expectations. Similar is the definition by Bredart (2001) who

states that patient satisfaction is the personal perception of the patients of the care provided to

them. Indeed, research conducted by the Picker Institute Europe (2002) reveals that the degree

of patient satisfaction from health care services depends primarily on the expectations

of the services, the patient’s personal preferences, and finally the actual care received.

To add value to the above concepts and results- despite the fact that they are a good measure

of health services evaluation- some quality standards for measuring health services have been

developed such as:

a) The minimum level under which the quality of health services should meet in order to

achieve required standards,

b) The average level; it is the acceptable level of services provided. Although the majority of

organizations fall in this level, it requires improvements, and

c) The ideal level which is the primary objective of any health system and organization.

2.1.Dimensions of Patient Satisfaction

The hierarchical model of satisfaction (Dagger et al., 2007) argues that patients perceive

quality in 4 dimensions: interpersonal quality through interpersonal relationships between

the patient and the provider of health services, technical quality where the effect referred to in

perceived by the patient outcome, environmental quality of the facilities and the atmosphere

in the space and administrative quality on waiting time functions etc. 6th Annual EuroMed

Conference of the EuroMed Academy of Business 1739

More contemporary studies (i.e. Chang et al., 2013; Hamilton et al. 2013; Schoenfelder, T.;

Klewer, J. and Kugler, J. 2011;) argue that patient satisfaction, patient participation in the

process of diagnosis, and patient participation in treatment decision-making may have a

significant impact on hospital loyalty.




Parasuraman et al., (1988), have shown that users of health services use almost the same

assessment criteria regardless of the type of health care provided. As a result, it is worth

mentioning the criteria by which patients evaluate the quality of health services. As there is a

large number of criteria we will identify the most important ones:

Socio-economic status: According to Henschke, et al., 2013), cultural, demographic, and

psychological factors influence on satisfaction (With regards to patients’ income, current

literature argues that higher income is associated with greater satisfaction and better

communication with doctors (Bertakis, et al. 1991) while people with lower incomes have

stated more problems during their stay in hospitals (Rogut et al. 1996).

Health condition of the patient: Satisfaction is irrelevant to people with chronic illnesses,

although the preferences of these patients vary according to their health status. The study of

Crow et al. (2002) showed that the patients who are more satisfied are those with good health

than those suffering from a chronic illness.

Selection of the service provider: According to a survey by Crow (2003) the choice of the

service provider by the patient is associated with high satisfaction with the health system.

Patients who receive health services from a provider they have chosen and pay after the visit

are more satisfied than those who are forced to visit a particular entity without having a

choice.

3.0 PATIENT SATISFACTION WITHIN THE PRIMARY HEALTH CARE (PHC) IN GREECE

Primary Health Care in Greece (Noula et al., 2007), is still underperforming despite the efforts

that have been made over the last decade. It is important to support research efforts towards

the formulation of proposals for the development of policies which will upgrade the offered

services, especially in the regional level. The demand for public, free health services,

particularly primary health Care Services in Greece increases exponentially, following the

reduction of income and loss of insurance coverage of households (Benos, 2012). In Greece,




Public Hospitals and Outpatient Departments are the main provider of primary health

services especially in urban areas.

More contemporary studies indicate that access to the secretariat services creates negative

patient satisfaction. The waiting list, often encountered in urban public hospitals in Greece,

has negative influence on satisfaction and hence creates dissatisfaction (Tountas et al. 2005).

However, the majority of outpatients show understanding about the waiting list when they

know the reason about the delays (Niakas and Mylonakis, 2005). The attitude and interest of

the nursing staff about the prediction of a disease and the reassurance of the patient plays an

important role in outpatients satisfaction. Research measuring satisfaction with health care

services in an Athens paediatric hospital showed that improvement in infrastructure is the

most important for health services users (Papagianopoulou et al. 2008). Another research

concerning the Role of Patient Satisfaction in the Development of Health Care Services

Marketing showed that people in Athens hospitals for outpatients services had high

expectations of health services (Pierrakos and Tomaras, 2009).

3.1. Aims and Objectives of the study

In line with the prevailing theories this research project (Archimedes) also argues that

members of local communities should be co-shapers of services in primary care. Therefore, it

is very important to produce a health need assessment methodology for the appropriate

services and secondly to established a methodology of patient satisfaction evaluation for

those services (Pierrakos G., 2008).

Therefore, the main objective of this research is to produce methodological tools to:

Firstly, evaluate patient satisfaction (users from the Outpatient Department of Public

Hospitals) via patient satisfaction rates, in order to assess the clinical care and services

provided to patients.

Secondly, identify the needs of the population with regards to primary health care provided

by the local community. As result, Municipalities will be able to develop and offer those

health services that will be of value to citizens.




The contribution of this study is to develop a conceptual framework to evaluate patient

satisfaction relating to health care services. The ultimate goal is to develop a methodology of

evaluating / measuring patient satisfaction and a Standard Operating Procedure document to

be used by managers of local health authorities. This study is also aimed at Primary Health

Care Units staff as it will provide valuable know-how on patient satisfaction in relation to the

quality of services provided.

The assessment of satisfaction with health services is dynamic, multidisciplinary and based

on the hierarchical model of satisfaction (Dagger et al 2007).The research hypothesis problems

seeking this research are:

a) How do patients evaluate the Primary health service users in Outpatient Departments?

b) What extent these services would improve their health status

c) What extent the different patients would pay more money in order to get a better health the

specific question is “would you be willing to pay ten Euros per visit in order in an

anticipation of better health?”

4.0 RESEARCH METHODOLOGY

This working paper presents the first strand of its research strategy: evaluation of patient

satisfaction. In this survey closed-ended questionnaires are used primarily based on following

key areas:

Medical Care evaluation

Nursing Care evaluation

Administrative Services evaluation

Facilities of Outpatients evaluation

Time and Attendance Service

Cost of Service

Overview outpatient services

Future Use of Services



The approach of the research field in the sense of the localization of the reference population

provides the opportunity to identify the differences / peculiarities of local socio-economic and

socio-cultural characteristics, also using a structured methodology that ensures the reliability

and validity of the measurements during the process of collecting, processing and analysis of

data.

4.1. Design of the Sampling Method in quantitative research

In order to assess the patient satisfaction from the outpatients services in Athens Greece the

research focus on the group of patients who visited the outpatient departments of public

hospitals demand for primary health care.

Since, however, the available time and cost of the investigation, it was necessary to add a

further criterion of accessibility for the researchers. Therefore, population research is a group

of patients, users of primary health care public hospitals in Attica. 22% of public hospitals

located in the capital region. (NSSG, 2009).

The research team had to decide which hospitals in Attica (accessible population) would

constitute the research sample. Conducting research in all 25 public hospitals in Attica was

impossible in the time you place the sub-project. For this reason, proceeded to the sample of

hospitals with the creation of the sampling frame.

The sampling method used was the stratified random sampling. The sample of the study are

outpatients from 8 Hospitals. Four of them are specific disease hospitals and other are general

hospitals. The sampling ratio was 1:5 and the response rate was 60% (497 out of 800

questionnaires distributed).

5.0 Preliminary results and discussion

This section discussed the pilot study (40 questionnaires) for the purpose of this working

paper and on behalf of the Division of Quality Assurance Health of the Ministry of Greece. A

Cronbach analysis to assess the internal consistency of the questions showed reliability

Medical Care evaluation 0.901, Nursing Care evaluation 0.960, administrative 0.924 and the

facilities of Outpatients 0.933 facilities.

It was conducted a correlation analysis between 4 dimensions of satisfaction using the

coefficient Spearman. According to the results all the dimensions correlated positively with

each other in significant level 0.01 (table 1).



Table 1 : Correlation between 4 dimensions of patient satisfaction.

Medical

Care

Nursing Care Administrative

services

Facilities of

hospital

Medical Care 1,000

Nursing Care 0,745** 1,000

Administrative services 0,631** 0,729** 1,000

Facilities of hospital 0,554** 0,623** 0,771** 1,000

**. Correlation is significant at the 0.01 level (2-tailed).

In addition, the patients were satisfied with health care both before the test (4.3 ± 0.7) and

after that (4.5 ±0.7). Specifically, the patients stated very satisfied with medical care and

nursing care (4.5 ±0.5 and 4.4 ± 0.7 respectively). Low decrease in satisfaction found in

administrative services as also in facilities of hospital (4 ±0.7 and 3.7 ± 0,7 respectively).

We investigated the differences between improving health of patients and the overall

satisfaction and the four dimensions of satisfaction. Specifically, the non parametric test

Kruskall Wallis H, showed that the improve the patient's health influence statistically

significant the overall satisfaction of health care (p≤ 0,001), as also the satisfaction from

medical (p≤ 0,004) and nursing care (p≤ 0,014).

The majority of patients (40,6%) stated that the general health was moderate, while in question

«evaluation of care from outpatient basis to improve your health» the majority (45,7%) answered

very good. There was a difference between these means (p≤ 0.001) , t = - 4.773 C.I. -1.58 - -0.63,

using the t-test.



There was a need to establish the communalities of each question of four factors, so the multi

factor analysis was used. Four models of factor analysis were undertaken for the final result

concerning medical care (overall KMO= 0,827), nursing care (overall KMO= 0,890),

administrative services (overall KMO= 0,756) and facilities of hospital (overall KMO= 0,754).

From the fourth models the most important factors are:

Concerning medical care: the instructions on the kind of lifestyle (advice for

treatment, nutrition etc) and communication they have with physician.

Concerning nursing care: support to their families and interest of nurses in

addressing their health problems.

Concerning administrative services: the ability to keep their waiting time to

minimum and fast admittance procedures.

Concerning facilities of the outpatient department: the cleanliness of the premises

and room temperature.

Conclusion

According to the above results patient satisfaction is a complex concept that is related to

patient's needs and it seems that it is associated with the availability of services (ie

administrative services), the natural environment (cleanliness of the premises and room

temperature). Moreover, patient satisfaction is related with the doctor’s competence and the

interpersonal relationships between the staff and the patient. As it clearly comes from the

results care from the medical and nursing staff is very important for patients as well as

services to the relatives accompanying the patient, explanation of the medical practice and

advice for treatment, nutrition etc.



Direct use of Primary Health Care services

Evaluate the services of Medical Care:

The time available for physicians to examine

The accuracy of the information which the doctor gives

you about your illness

Instructions for medications you should take

Instructions on the kind of lifestyle you should follow

Behaviour of physicians

Communication you have had with their doctors

The confidence your doctor gives you (about your life)

The interest of physicians in addressing your

health problems

Evaluate the services of Nursing Care

Willingness of nurses to address your health

problems

Nurses’ support to your family and your environment

Behaviour of nurses

Communication you had with the nurses

The confidence Nurse gives you (about your life)

Support provided by nurses to help you deal with

your problems

The speed with which they performed their duties

The interest of nurses in addressing your health

problems

Evaluate Administrative Services

Admittance procedures

Discharge procedures

The speed with which the administrative staff

perform their duties

The conduct of the administrative staff

Ability to keep your waiting time to a minimum

Consistency in compliance with the

appointment for your examination

The interest of the administrative staff in the

smooth implementation of procedure

Communication you had with the

administrative staff

Evaluate the facilities of Outpatients

The cleanliness of the premises

Cleanliness in toilets

Comfort in waiting rooms

Adequacy of premises

Room temperature

The ambient spaces

Facilitate access for people with disabilities

Time and Attendance Service

Time between telephone contact and the date

of appointment

Time you took from your home to get to the

hospital

Standby time of the scheduled appointment

time until you saw your doctor

Cost of Service

Outpatient ticket examination is high

Participation in the cost of the tests is

high

would you be willing to pay ten Euros

per visit if you believed that you would

have better health?

Confronting Contemporary Business ISBN: 978-9963-711-16-1

Challenges Through Management Innovation


Ease of your orientation (signs, direction lines,

signalling)

Responsiveness of opening hours to your needs

Overview outpatient services

The financial costs paid

Improve your health

Your satisfaction with the services after your

examination

Your satisfaction you expect to have before your

examination

Future Use of Services

Would you like to re-visit the same

outpatient?

Would you recommend the same to other

outpatient clinics visited?

Would you prefer to visit private

outpatients?



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