QMOD 2016: Final Program

21st September 2016, Wednesday

12:00- QMOD-ICQSS Registration,
17:00 Conference Centre
12:30-
13:30
Light Lunch
Room 1:
Conference Opening
Jens J. Dahlgaard, Prof., Conference Founder, General Chair, Linköping University, Sweden
13:30-
Su Mi Dahlgaard-Park, Prof., Conference Founder, General Chair, Lund University, Sweden
14:00
Mario Panizza, Prof., Rector, University of Roma Tre, Italy
Maria Francesca Renzi, Prof., Local Chair. Deputy Rector, University of Roma Tre, Italy
Bruno Notarnicola, Prof., AISME Chairman, Italy
Room 1:
Plenary Session 1
”New perspective of Quality Innovation”
14:00-
Sung Hyun Park, Professor
15:00
President, Social Responsibility & Management Quality Institute, South Korea
Marianna Sigala, Professor
Co-Editor of Journal of Service Theory and Practice, University of South Australia
15:00-
15:30
Coffee Break
Room 2 Room 6 Room 7 Room 18 Room 19 Room 20 Room 21
15:30- Impacts of
Sustainability, Quality Motivation, Lean
17:00 Service Leadership, Quality
Quality and Management Continuous &
Parallel Quality I Sustainability, Approaches/
Innovation I Systems I Improvement, Business
Sessions 1 HRM I Technology
(JCP session) Satisfaction I Excellence

17:30-
20:00
Welcome Reception

22nd September 2016, Thursday

Room 1:
Plenary Session 2
”The success of «Made in Italy»: global challenges and constraints”
Marco Frey, Professor
9:30-
Sustainability Management Research Group, Sant’Anna School, Pisa, Italy
11:00
Gianluca Brozzetti, CEO
CEO Buccellati Group (Luxury Sector), Milan
Giorgio Marini, Manager
Operational Excellence Division of ABOCA SpA
11:00-
11:30
Coffee Break
11:30- Room 2 Room 6 Room 7 Room 18 Room 19 Room 20 Room 21
Sustainability, Motivation, Quality
13:00 Quality Quality in Service &
Quality and Continuous Service Quality Theories,
Parallel Management Higher Product
Innovation II Improvement, II Methods,
Sessions 2 Systems II Education I Innovation I
(JCP session) Satisfaction II Tools I
 13:00-
14:00
Lunch
14:00- Room 2 Room 6 Room 7 Room 18 Room 19 Room 20 Room 21
Sustainability, Motivation, Quality
15:30 Quality Quality in Service &
Quality and Continuous Service Quality Theories,
Parallel Management Higher Product
Innovation III Improvement III Methods,
Sessions 3 Systems III Education II Innovation II
(JCP session) Satisfaction III Tools II
15:30-
16:00
Coffee Break
16:00- Room 2 Room 6 Room 7 Room 18 Room 19 Room 20 Room 21
Sustainability, Sustainability, Quality
17:45 Reliability and Quality in Service &
Quality and CSR, Service Quality Theories,
Parallel Operations Higher Product
Innovation IV Complaint IV Methods and
Sessions 4 Management I Education III Innovation III
(JCP session) Management I Tools III
19:30-
24:00
Gala Dinner

23rd September 2016, Friday

Room 1:
Plenary Session 3
”Building a Culture of Sustainability: Drivers and Constrains”
Lozano Rodrigo, Ass. Professor
9:30- Editor-in-Chief of the Journal of Cleaner Production
11:00 the Copernicus Institute of Sustainable Development, Utrecht University
Bo Edvardsson, Professor
Director CTF-Service Research Center, vice Rector, Karlstad University Sweden
Luca Ruini, Vice President
Health, Safety, Environment & Energy, Barilla G.R.F.lli
11:00-
11:30
Coffee Break
Room 2 Room 6 Room 7 Room 18 Room 19 Room 20 Room 20
11:30- Quality M.
Sustainability, Reliability and Sustainability,
13:00 Quality of life, Service & Framework
Quality and Operations CSR,
Parallel Healthcare I Quality of Product
Innovation V Management Complaint M. R&D, NPD,
Sessions 5 work Innovation IV
(JCP session) II II Strategy
13:00-
14:00
Lunch
14:00- Room 2 Room 6 Room 7 Room 18 Room 19
Sustainability,
15:30 Management
Quality CSR,
Parallel Systems and Healthcare II Six Sigma
Culture Complaint M.
Sessions 6 Integration
III
15:30-
16:00
Coffee Break
16:00- Room 1:
17:00
Closing Best paper Awards and QMOD 2017 Announcement
Session
 21st September 2016, Wednesday (12:00-17:00)

13:30-14:00 - Room 1: Conference Opening

Jens J. Dahlgaard, Prof., Conference Founder, General Chair, Linköping University, Sweden
Su Mi Dahlgaard-Park, Prof., Conference Founder, General Chair, Lund University, Sweden
Mario Panizza, Prof., Rector, University of Roma Tre, Italy
Maria Francesca Renzi, Prof., Local Chair, Deputy Rector, University of Roma Tre, Italy
Bruno Notarnicola, Prof., AISME Chairman, Italy

14:00-15:00 - Room 1: Plenary Session 1 ”New perspectives of Quality Innovation”

Session Chair: Prof. Su Mi Dahlgaard-Park, Lund University, Sweden

Sung Hyun Park, Prof. President,
Social Responsibility & Management Quality Institute, Korea
Marianna Sigala, Prof.
Co-Editor of Journal of Service Theory and Practice, University of South Australia

15:00-15:30 Coffee Break

15:30-17:00 Parallel Sessions 1

1.1 Room 2: Sustainability, Quality and Innovation I (15:30 – 17:00)

Session Chair: Prof. Su Mi Dahlgaard-Park, Sweden & Prof. Roberta Salomone, Italy
To integrate different management systems or to develop one integrated
Franco Maria Barbini, Michela
management system? Insights from the Italian waste management
Marchiori, Italy
companies
Roberta Guglielmetti Mugion, Martina
Toni, Hendry Raharjo, Laura Di Pietro, Linkage between urban public transport quality and sustainable mobility
Samuel Petros Sebhatu, Italy
Mikael Johnson, Asa Ronnback, Bo
Business Excellence Models that Sustain and Innovate Business
Enquist, Sweden
Samuel Petros Sebhatu, Bo Enquist,
ISO 26000 and Beyond
Sweden

1.2 Room 6: Quality Management Systems I (15:30 – 17:00)

Session Chair: Prof. Adam Hamrol, Poland

Cecilia Silvestri, Alessandro Ruggieri,
The relationship between motivation and competitive advantage in
Michela Piccarozzi, Alessandra
accredited ISO 9001:2008 firms. A case study
Stefanoni, Italy
Turning internal audits into business audits that drive business relevant
Jan Lenning, Ida Gremyr, Sweden
improvements
Patricia Moura e Sa, Rui Lourenco, Linking performance evaluation systems to quality assessment models: the
Susana Bras Veloso, Portugal case of the Portuguese directorates-generals
Hartmut Holzmueller, Sandra Klute
Improving the Selection of International Distribution Partners by Using
Wenig, Svenja Rebsch, Robert
Quality Management Methods
Refflinghaus, Germany
1.3 Room 7 : Motivation, Continuous Improvement, Satisfaction I (15:30 – 17:00)

Session Chair: Associate Prof. Louise Boulter, UK

Francesca Simeoni, Marta Maria Using tourist survey data to plan the rejuvenation of a tourism destination.
Ugolini, Fabio Cassia, Italy The case of Sirmione
Graziela Dos Santos Bento, Caroline The Critical Incident Technique (CIT) and Penalty-Reward Contrast Analysis
Milbratz Thaíse, Barbara K. Volles, (PRCA) applied to online reviews on TripAdvisor: Evaluation of satisfaction of
Daniela Ferrari, Gerson Tontini, Brazil hotel customers
Anna Kasperek, Aleksandra Socha,
Customer satisfaction survey of rail passenger services
Poland
Federica Murmura, Laura Bravi, Savino Service quality in fitness centers: perception and propensity to use of the
Tamburiello, Italy young Italians

1.4 Room 18: Service Quality I (15:30 – 17:00)

Session Chair: Prof. Michael Brusch, Germany

Zhen He, Yang Xiaoxi, Zhang Min, Zhang Measuring Service Quality in Telematics Service: Development and Validation
Guohua, China of Multidimensional TeleSevQ Scale
Bonnie Poksinska Bozena, Peter Measuring quality in elderly care: Possibilities and Limitations of the Vignette
Cronemyr, Sweden Method
Maria Gianni, Katerina Gotzamani, Multiple perspectives on integrated management systems and corporate
George Tsiotras, Greece sustainability performance
A Quality Management Approach to Guide the Executive Management Team
Chi-Kuang Chen, Lidia Reyes, Taiwan
through Product/Service Innovation Process

1.5 Room 19: Leadership, Sustainability, HRM I (15:30 – 17:00)

Session Chair: Prof. Stefan Lagrosen, Sweden

Terje Slåtten, Gudbrand Lien, Arne
Fredheim, Marius Tuverud Gangnes, Enabling Relationship Learning in Intrafirm Professional Service Teams
Norway
Anne Martesen, Denmark Top management's attention as a motivational process for or as an
evaluation activity of the marketing function and its performance
Pasquale Vetta, Italy Community Investment initiatives: a practical study on their thematic and
geographical distribution in the Oil & Gas sector
George Nisha, Aamna Ashraf, Hamza Factors Affecting Leadership Style in Academia
Zubaid Malik, Syed Usman Shahid,
Pakistan

1.6 Room 20: Impacts of quality Approaches, IT Technology (15:30 – 17:00)

Session Chair: Prof. Ilias Santouridis, Greece

Gilberto Santos, Enrique Mandado, Technological and Quality Differences between North and South European
Portugal Countries
Christian Esser, Robert Refflinghaus,
Requirements validation using virtual prototypes to optimize product quality
Germany
Yonghee Kim, Youngju Park, Jeongil A Study on Adoption of IoT Smart Home Service: Based on Value-Based
Choi, South Korea Adoption Model
Danish Rizwan Qaiser, Ramzan The Impact of Service Quality and Service Value on Customer Satisfaction
Muhammad, Pakistan through Customer bonding: An Evidence from telecommunication Sector

1.7 Room 21: Lean & Business Excellence (15:30 – 17:00)

Session Chair: Prof. Angelos Pantouvakis, Greece
Business Excellence with Customer Service in World Class – A Swedish Case
Mia Ljungblom, Sweden
Study of Lean in a Supermarket
Christopher D. Milner, Christine Welch, Towards Organizational Excellence - An Interactive Framework for Sustaining
UK a Culture of Continuous Improvement
Manuel Suarrez Barrasa, Francisco
Rodríguez-González, Karla María A Kaizen approach for Public Health Care: A qualitative study in México
Alvarado Ramírez, Mexico
Decheng Wen, Xiao Chen, Xiaojing Sun, The Impact of Government Brand-Building Promotion on Enterprise Financial
China Performance: Evidence from China

17:30 - 20:00 WELCOME RECEPTION: Basilica of St. Paul outside the Walls
 22nd September 2016, Thursday (09:30-17:45)

09:30-11:00 - Room 1: Plenary Session 2 ”The success of «Made in Italy»: global challenges and constraints”

Session Chair: Prof. Jens J. Dahlgaard-Park, Linköping University, Sweden

Marco Frey, Professor,

Sustainability Management Research Group, Sant’Anna School, Pisa, Italy
Gianluca Brozzetti, CEO,
CEO Buccellati Group (Luxury Sector), Milan
Giorgio Marini, Manager,
Operational Excellence Division of ABOCA SpA

11:00-11:30 Coffee Break

11:30-13:00 Parallel Sessions 2

2.1 Room 2: Sustainability, Quality and Innovation II (11:30-13:00)

Session Chair: Prof. Jens Jorn Dahlgaard, Sweden & Prof. Bostjan Gomiscek, Dubai
Michael Brusch, Katrin Baumert, Paula Product Development Based on Design Attributes: An Empirical Analysis of
Kastner, Germany Perceptions and Influences
Recycling aluminum: a key factor towards new metal industry circular
Vera Amicarelli, Giovanni La Gioia, Italy
economy
Marta Ormazabal, Vanessa Prieto- Spanish SMEs Sustainability: Challenges and opportunities of the Circular
Sandoval, Carmen Jaca, Spain Economy
The Development of innovative products, services, and product/service
Ernestina Giudici, Angela Dettori, Italy combinations and the continuous improvement of product/service Quality to
achieve Sustainability
Conception of integrated model of products generation and technology
Gilberto Santos & Enrique Mandado,
management process, namely for application in Southern European
Portugal
Countries

2.2 Room 6: Quality Management Systems II (11:30-13:00)

Session Chair: Prof. Chi-Kuang Chen, Taiwan

Piotr Rogala, Poland Some ethics-related problems in internal quality auditing
Kanon Ruamchat, Natcha
Integration framework of ISO 9001:2015 and Joint Inspection Group (JIG)
Thawesaengkulthai, Chaipong
standard for improving aviation fuel quality management
Pongpanich, Thailand
Christoffer Rybski, Roland J Jochem,
Empirical Study on Status of Preparation for ISO 9001:2015
Laura Homma, Germany
Inga Lapina, Majia Kavosa, Karlis
The Evaluation of Certification in the Field of Energy Construction in Latvia
Brinkis, Latvia

2.3 Room 7: Motivation, Continuous Improvement, Satisfaction II (11:30-13:00)

Session Chair: Prof. Gerson Tontini, Brazil

Torben Hansen, Lars Grønholdt, Anne Trust in customer satisfaction formation: A study of retail banking in two
Martensen, Alexander Jossiassen, national markets
Denmark
Roberta Guglielmetti Mugion, Hendry
Raharjo, Laura Di Pietro, Martina Toni, Exploring the role of trust in e-tourism services
Italy
Eleni Koutsothanassi, Nancy Bouranta, The relationship between Service Features and Customer Loyalty in the
Evangelos Psomas, Greece Greek Banking Sector
Patricia Moura e Sa, Marlene Paula A typology of customer-to-customer interaction and its implications for
Castro Amorim, Portugal excellence in service provision

2.4 Room 18: Service Quality II (11:30-13:00)

Session Chair: Prof. Maria Claudia Lucchetti, Italy

Angelos Pantouvakis, Maria Exploring the role of the human talent in the Total Quality Management –
Karakasnaki, Greece Performance relationship
A. Lleo, E. Viles, Spain Strengthening employees´ commitment to continuous improvement through
D. Jurburg, Uruguay middle managers´ behaviours
Jeeradist Thongchai, Airline service quality improvement with the beyond passengers’ expectation
Thailand implementation
Stefan Peplowsky, Christian Richter,
Sebastian Jacobitz, Ralph Woll, Individuality - a challenge for production and quality
Germany

2.5 Room 19: Quality Theories, Methods and Tools I (11:30-13:00)

Session Chair: Prof. Sung Hyun Park, South Korea

Impact of CRM practices on Customer Satisfaction and the
Ilias Santouridis, Androniki Vekari,
mediating role of Relationship Quality: Case of Greek mobile telephony
Greece
market
Flaminia Musella, Roberta Guglielmetti
Reconciling internal and external satisfaction through probabilistic graphical
Mugion, Laura Di Pietro, Italy
models: an empirical study
Hendry Raharjo, Sweden
Application of fuzzy inference systems built from data for quality and service
Gábor Árva, Tamás Jónás, Hungary
management purpose
Wan Seon Shin, Boong Soon Hwang, Designing Quality Scorecard System Based on Cost of Quality (COQ)
South Korea

2.6 Room 20: Quality in Higher Education I (11:30-13:00)

Session Chair: Associate Prof. Kristen Snyder, Sweden

Feedback of student course evaluation measurements to the budgeting
Bálint Bedzsula, János Kövesi, Hungary
process of a faculty - a case study
Rita Csőke, Zsuzsanna Eszter Tóth, “Better than what?” The evolution of service quality concept in higher
Hungary education
Zsuzsanna Eszter Tóth, Gábor Árva, Peer review of teaching at Budapest University of Technology and Economics
Andor György, Hungary - Faculty of Economic and Social Sciences
Rita Csőke, Zsuzsanna Eszter Tóth, “Whose life is it, anyway?” Student strategies reflecting changes in Hungarian
Hungary higher education

2.7 Room 21: Service & Product Innovation I (11:30-13:00)

Session Chair: Prof. Gilberto Santos, Portugal

Tomislav Baković, Ines Dužević, Josip Identifying key components of radical innovation culture and their impact on
Mikulić, Croatia product innovativeness
Kana Sugimoto, Shin'ya Nagasawa, Applying luxury strategy to brands in different segments: A case study and
Japan implications of Chanel
Elisabetta Savelli, Federica Murmura,
Laura Bravi, Lolita Liberatore, Nicola Food habits and attitudes towards food quality among young people
Casolani, Italy
Lucio Cappelli, Fabrizio D'Ascenzo, Luisa
Consumer attitude towards the products "Made in Italy". An empirical
Natale, Francesca Rossetti, Roberto
investigation
Ruggeri, Domenico Vistocco, Italy

13:00-14:00 Lunch

14:00-15:30 Parallel Sessions 3

3.1 Room 2: Sustainability, Quality and Innovation III (14:00-15:30)

Session Chair: Prof. Marco Frey, Italy & Prof. Roberta Salomone, Italy
Alfonso Hernandez-Vivanco, P. Cruz- Quality Innovation, Innovation Quality and Integration of Management
Cázares, M. Bernardo, Spain Systems for pursuing sustainability
Angelos Pantouvakis, Maria The moderating effect of human talent on quality systems and pursue of
Karakasnaki, Greece excellence: evidence from the transport companies
Gianni Maria, Katerina Gotzamani,
Integrated management systems, corporate sustainability and innovation
George Tsiotras, Greece
Green Involvement in Workplace: A Strategy for Quality Green Involvement
Flevy Lasrado, Dubai, Arif Mail, UK
From UAEs Organizations Perspective
Federica Murmura, Lolita Liberatore, Evaluation of Italian companies’ perception about ISO 14001 and EMAS III:
Laura Bravi, Nicola Casolani, Italy motivations, benefits and barriers

3.2 Room 6: Quality Management Systems III (14:00-15:30)

Session Chair: Prof. Ralf Woll, Germany

ISO 9001:2015 – A questionable reform. What should the implementing
Juhani Antilla, Kari Jussila, Finland
organizations understand and do?
Louise Boulter, Rochus Troger, Marcus
Ensuring, Assuring & Insuring Responsible Business Practices: ISO 9001:2015
Long, UK
Masaaki Kaneko, Yoshinori Lizuka, A Strategic Approach to Quality Management System Design for Sustained
Japan Success
Piotr Kafel, Alexandra Simon,
The reasons for decertification of ISO 9001. Financial aspects
Poland

3.3 Room 7: Motivation, Continuous Improvement, Satisfaction III (14:00-15:30)

Session Chair: Associate Professor Anne Martensen, Denmark

Maria Fredriksson, Anette Oxenswärdh,
Learning sustainability in Organizational Context
Sweden
"Involve me, I’ll understand: The importance of reasonable accommodation
Michela Marchiori, Lucia Marchegiani,
and communication in the employment of people with intellectual disabilities
Costanza Nosi, Italy
in hotels."
Stefan Peplowsky, Christian Richter,
Sebastian Jacobitz, Ralph Woll, Individuality - a challenge for production and quality
Germany
Bard Tronvoll, Ola Haampland,
Music Digital Streaming. The Formation of Listening Experience
Norway
3.4 Room 18: Service Quality III (14:00-15:30)

Session Chair: Associate Prof. Katerina Gotzamani, Greece

The world, me and quality. Conceptualization of the fundamental concepts of
Anttila Juhani, Kari Jussila, Finland
quality
Amna Javed, Youji Kohda, Hisashi Value Propositions for Cascading Service Transactions. A Case Study of
Masuda, Japan Islamic Banking
Hana Pakaiova, Stefan Markulik, Anna
Risk Management as a Common Aspect of Management Systems
Nagyova, Slovakia
Is Innovation the Future of Quality Management? Searching for signs of
Johan Lilja, David Hansen, Daniel
quality and innovation management merging in current practices and
Richardsson, Johan Fredrikson, Sweden
concepts

3.5 Room 19: Quality Theories, Methods and Tools II (14:00-15:30)

Session Chair: Prof. Robert Refflinghaus, Germany

Kaizen in Public Service. A case study in a Public Environmental Organization
Manuel F.Suárez-Barraza, Mexico
in Mexico
Pernilla Ingelsson, Therese Kahm, Lean from first-line managers’ perspective – assuredness about the effects of
Sweden Lean as a driving force for sustainable change.
Evangelos Psomas, Mary Tasiou, Fotis Assessing Lean adoption in public service organizations. Evidence from
Vouzas, Greece Greece
Chang Wook Kang, Muhammad Babar
Statistical Approach for Evaluation of Quality Inspection Skill
Ramzan, South Korea

3.6 Room 20: Quality in Higher Education II (14:00-15:30)

Session Chair: Prof. Inga Lapina, Latvia

Anette Oxenswärdh,
Teachers' Collective learning for more reliable assessment
Sweden
Ingrid Tano, Liselott Lyck,
Building Quality Culture in Higher Education
Sweden
Stefan Lagrosen,
Quality through accreditation
Sweden
Bo Bergman,
Quality challenges of a university: Knowledge triangle in practice
Sweden

3.7 Room 21: Service & Product Innovation II (14:00-15:30)

Session Chair: Prof. Zhen He, China

Martina Toni, Giovanni Mattia, Maria What makes the Sharing Economy a disruptive innovation? An analysis of
Francesca Renzi, Italy users’ perceptions in the accommodation sector
Serena Flammini, Ilaria Massa,
Giuseppe Campagna, Olimpia Martucci, Innovative Platforms in the Telecommunication Industry: a Value Creation
Gabriella Arcese, Maria Claudia Perspective in a Large Corporation
Lucchetti, Italy
Carolina Camén, Helene Lidestam,
Do contracts restrict service innovations?
Sweden
Hannes Göbel, Sweden, Xavier Leal,
Designing Platforms Leveraging Service Innovation
UK
 15:30-16:00 Coffee Break

16:00-17:45 Parallel Sessions 4

4.1 Room 2: Sustainability, Quality and Innovation IV (16:00-17:45)

Session Chair: Prof. Maria Francesca Renzi, Italy & Prof. Su Mi Dahlgaard-Park, Sweden
Emilia Lomonaca, Barbara Cafarelli, Analysis of consumers’ perception of quality and sustainability of the organic
Caterina Tricase, Italy food products
António Ramos Pires, María de la Cruz
Environmental Management Systems: Impact of Motivation and Barriers on
del Río Rama, Margarida Saraiva, José
the Perceived Benefits
Álvarez García, Spain
Carmen Jaca, Vanessa Prieto, Olaia
Consumer organizations for sustainability awareness
Etxeberria, Marta Ormazabal, Spain
Giovanni Mondello, Roberta Salomone, Environmental impact of Tuscan “Pecorino” cheese: using Life Cycle
Elena Neri, Nicoletta Patrizi, Simone Assessment for planning continuous improvement strategies in a
Bastianoni, Franceso Lanuzza, Italy sustainability perspective

4.2 Room 6: Reliability and Operations management I (16:00-17:45)

Session Chair: Prof. Chang Wook Kang, South Korea

Field reliability modeling based on two-dimensional warranty data with
Dai Anshu, He Shuguan, Zhen He, China
censoring times
Yoo-Jung Kim, Jong-Un Won, Sang Chan
Application of IoT for the Maintaining Rolling Stocks
Park, South Korea
Robin Tuertmann, Bjorn Falk, Robert Conceptual Modelling of the Failure Management Process in the Production
Schmitt, Henrik Gloeckner, Germany Industry
Adnan Aktepe, Ali Uslu, Süleyman Location selection for post-disaster service supply with fuzzy hybrid multi-
ERSÖZc, Turkey criteria decision making models

4.3 Room 7: Sustainability, CSR, Complaint M. I (16:00-17:45)

Session Chair: Associate Prof. Zsuzsanna Eszter Tóth, Hungary

Tatiana Salimova, Yulia Palkina, Ludmila
Focus on sustainability and stakeholders in management prac-tices:
Birukova, Natalia Vatolkina, Russian
exploiting potential of self-assessment
Federation
Enrico Massaroni, Alessandra Cozzolino, Cross-collaborative supply chains: How logistics services contribute to social
Ewa Wankowicz, Italy responsibility
Sustainability certification and hospitality management. An enquiry on the
Gavino Balata, Giovanni Mandras,
Sardinian coastal hotels’ approach and criticalities towards the EU Ecolabel
Alessio Tola, Giovanni M. Ruggiu, Italy
Certification
Giovanni Mondello, Elena Nori, Roberta
The environmental burden of cheese production: an LCA study of Tuscan
Salomone, Nicoletta Patrizi, Simone
"Pecorino"
Bastianone, Francesco Lanuzza, Italy

4.4 Room 18: Service Quality IV (16:00-17:45)

Session Chair: Associate Prof. Ingela Bäckström, Sweden

Delić, Bojana Milić, Uglješa Marjanović, Fostering learning organization through authentic leadership and employees’
Srđan Vulanović, Dragoljub Šević, Serbia affective commitment
Kristina Zgodavova, P. Palfy, Andrea
Quality Culture: Insight into International Organizations in Slovakia
Sütoová, Slovakia
Apostolos Rafailidis, Panagiotis
The mediating role of quality on the relationship between organizational
Trivellas, Panagiotis Polychroniou,
culture, ambidexterity and innovation performance
Greece
Muhammad Asif, Saudi Arabia
Exploring the Antecedents of Ambidexterity: A Taxonomic Approach
Muhammad Usman Awan, Pakistan

4.5 Room 19: Quality Theories, Methods and Tools III (16:00-17:45)

Session Chair: Prof. Lars Grønholdt, Denmark

Peter Cronemyr, Ingela Backstrom, Asa A tool for measuring Quality Culture
Ronnback, Sweden
Promporn Wangwacharakul, Bonnie Using Anchoring Vignettes for Studying Quality Management in an
Poksinska, Sweden International Settings
Raine Isaksson, Sweden TQM from theory to practice. The ideal knowledge transfer process
Flevy Lasrado, Boštjan Gomišček,
Steps on the way to Business Excellence: Experience of UAE Organizations
Dubai

4.6 Room 20: Quality in Higher Education III (16:00-17:45)

Session Chair: Prof. Terje Slåtten, Norway

Frederic Marimon, Marta Mas-
Machuca, Jasmina Berbegal-Mirabent, Assessing the overall perceived quality of the undergraduate students
Joseph Ilach, Spain
Anita Straujuma, Inga Lapina, Elina The role of Regulatory Compliance Governance in Strategic Management of
Sarkane, Modris Ozolins, Latvia Higher Education and Research Institutions
Stensaker Bjørn, Norway
Improving talent management at Budapest University of Technology and
Bálint Bedzsula, János Kövesi, Hungary
Economics
Saliha Anwar, Mohammad Usman
Development of Service Quality Scale: Online Higher Education
Awan, Pakistan

4.7 Room 21: Service & Product Innovation III (16:00-17:45)

Session Chair: Prof. Heejun Park, South Korea

Kristen Snyder, Christer Hedlund,
Storytelling as a co-creative process to build cultures of quality, innovation
Pernilla Ingelsson, Ingela Backstrom,
and sustainability
Sweden
Ola Pilerot, Hannes Gobel, Designing a Digital Service Platform in Context – What matters?
Sweden
Kristina Zgodavova, Andrea Sütoová,
Understanding Quality Assurance in Open Innovation Environment
Slovakia
Beatrice Monique Rich, Christine
Product Audits - Why we don´t ask the customers?
Goldmann, Ralf Woll, Germany

19:30 - 24:00 GALA DINNER: Open Colonna

 23rd September 2016, Friday (09:30-17:00)

09:30-11:10 - Room 1: Plenary Session 3 ”Building a culture of sustainability: drivers and constrains”

Session Chair: Prof. Bruno Notarnicola, AISME Chairman, Italy

Rodrigo Lozano, Ass. Prof.,
Copernicus Institute of Sustainable Development, Utrecht Univ., Belgium
Bo Edvardsson, Prof.,
Director CTF-Service Research Center, vice Rector, Karlstad University, Sweden
Luca Ruini, Vice President,
Health, Safety, Environment & Energy, Barilla G.R.F.lli

11:00-11:30 Coffee Break

11:30-13:00 Parallel Sessions 5

5.1 Room 2: Sustainability, Quality and Innovation V (11:30-13:00)

Session Chair: Prof. Su Mi Dahlgaard-Park, Sweden & Prof. Maria Francesca Renzi, Italy
Eleanor Doyle, Stephen McCarthy, A Quality-based Pathway to Sustainability – One Route via Compliance-
Damien McGovern, Irland Innovation
Striving for benefits of sustainability from the interactivity of quality and
Juhani Anttila, Kari Jussila, Finland
innovation
Logistics service providers’ good practices for sustainable supply chain
Alessandra Cozzolino, Ewa Wankowicz,
management. An empirical study on the adoption of the fourth generation of
Enrico Massaroni, Italy
sustainability reporting guidelines
A Framework for Process Based System Change towards Sustainable
Raine Isaksson, Sweden
Development

5.2 Room 6: Reliability and Operations management II (11:30-13:00)

Session Chair: Prof. Bo Bergman, Sweden

Melda Bagsasi, Adnan Aktepe, Fuzzy Optimistic and Pesimistic Evaluation Model in Quality Function
Suleyman ERSÖZc, Turkey Deployment (QFD) and Applicaton
Robin Tuertmann, Maximilian
Ruessmann, Malte Schroeder,
Failure Management as a Service in the Production Industry
Alexander Linder, Robert Schmitt,
Germany
Study on the process capability index and control chart of the skew-normal
Lv Jie, Wen Decheng, China
distribution: Based on the tail distribution characteristics
Florian Vincent Haase, Adrian Dierl,
Development of an experiment for impedance measurement of structured
Anna Sophia Henke, Ralph Woll, Ennes
sandwich sheet metals by using a full factorial multi-stage approach
Sarrady, Germany

5.3 Room 7: Sustainability, CSR, Complaint M. II (11:30-13:00)

Session Chair: Associate Prof. Patricia Moura e Sá, Portugal
Valeria Costantini, Francesco Crespi, Eco-innovation, sustainable supply chains and environmental performances
Giovanni Marin, Elena Paglialunga, Italy in the European Union industries
Raine Isaksson, Rickard Garvare,
The ideal process of engineering education and CDIO
Gunnar Dahlin, Sweden
Mariusz Bryke, Adam Hamrol, Beta Developing Human Lean Green tool as an instrument of measuring a
Starzynska, Poland sustainable organization development
Boštjan Gomišček, Flevy Lasrado, Dubai
Organizational Performance of UAE Organizations in the Light of Sustainable
Damjan Maletic, Matjaz Maletic,
Quality Management
Slovenia

5.4 Room 18: Healthcare I (11:30-13:00)

Session Chair: Associate Prof. Bonnie Poksinska, Sweden

Annika Nordin, Ann-Christine
Andersson, Boel Andersson Gäre, Emergent Program theories of a National Quality Register
Sweden
Rita Dénes, Judit Uzonyi-Kecskés, The application of data envelopment analysis in healthcare: performance
Tamás Koltai, Hungary evaluation of rehabilitation departments in Hungary
Rita Veronika Dénes, Zsuzsanna Eszter Importance of quality indicators in measuring service quality of healthcare in
Tóth, Hungary case of rehabilitation of musculoskeletal diseases
Haizhe Jin, Masahiko Munechika,
Research on Sustainable Method of Medical Service Quality Based on Error
Masataka Sano, Chisato Kajihara,
Cases
Masaaki Kaneko, Fu Guo, China

5.5 Room 19: Quality of Life, Quality of Work (11:30-13:00)

Session Chair: Associate Professor Christopher D. Milner, UK

Brillo João, Simon Dolan, Kristine Marin Values-based Strategy Coaching Map: A tool for mapping and scorecarding
Kawamura, Brazil strategic business goals for creating a sustainable innovation culture
Yvonne Lagrosen, Stefan Lagrosen, A healthier working life – the importance of work-integrated learning and
Sweden physical exercise
Insu Cho, Su Mi Dahlgaard-Park, Heejun The Impacts of Organizational Justice and Psychological Resilience on
Park, South Korea Employee Commitment to change in M&A context
Pernilla Ingelsson, Ingela Backstrom,
Monitoring co-worker health and Lean culture development
Sweden

5.6 Room 20: Service & Product Innovation IV (11:30-13:00)

Session Chair: Prof. Shinya Nagasawa, Japan

Xavier Leal, UK, Hannes Göbel,
Barriers Hampering Exchange in the Knowledge Triangle
Sweden
Ovidiu Bielefeld, Hendrik Dransfeld,
Development of an innovative Approach for complex, causally determined
Nadine Shlueter, Petra Winzer, Soroush
Failure Chains
Yazdanmadad, Germany
SPID: the Italian way for innovation in public administration and open
Andrea Rocchi, Olimpia Martucci, Italy
government
Kana Sugimoto, Shin'ya Nagasawa, Value Innovation of Traditional Craft Products: Implications from Case
Japan Studies

5.7 Room 21: Quality Management Frameworks for R&D, NPD and Strategy (14:00-15:30)

Session Chair: Prof. Bo Edvardsson, Sweden

Jae Wook Yoon, Korea Quality Management Frameworks for Research and Development
Cagri Bulut & Secil Pelin Aka, Turkey New Product Development Success and Strategic Orientations
Sergiu Stefan NICOLAESCU, Horatiu Organizational Leadership through effective KPI selection - a strategic KM
Constantin PALADE, Constantin-Manuel
approach for Automotive R&D centers
Hila & Claudiu Vasile KIFOR, Romania
Drivers for collaboration systems to increase innovativeness, diversity and
Ulrika Harlin & Martina Berglund
future competence provision in industry
Mubashir Uzma, Rafi Ayesha Arooj,
Relationship between Gratitude and Quality of Academic Achievement at
Mahmood Hassan Khawar, Baig Ashraf
Postgraduate Level
Mirza Musharraf, Sarwar Bilal, Pakistan

13:00-14:00 Lunch

14:00-15:30 Parallel Sessions 6

6.1 Room 2: Management Systems and Integration I (14:00-15:30)

Session Chair: Prof. Decheng Wen, China

Ren Yingxue, Zhen He, Luning Pieternel,
Explore challenges in the Chinese food safety control system
China
Srdan Vulanovic, Mila Delić, Vladan
Radlovački, Bato Kamberović, Ivan Risk based design of integrated management systems
Beker, Serbia
Imants Meiris, Janis Mazais, Inga Effect of Management System Integration on Company Performance in
Lapina, Latvia Energy Industry of Latvia
Madiha Adnan, Muhammad Usman
Sarwar, Saima Afzal, Saiqa Raziq, Impact of Quality of Working Life (QWL) on the IT Sector
Pakistan

6.2 Room 6: Quality Culture (14:00-15:30)

Session Chair: Prof. Kristina Zgodavová, Slovakia

Ingela Bäckström, Peter Cronemyr, Åsa What values are included in a Quality Culture? – A theoretical and practical
Rönnbäck, Sweden collaboration
Dimitrios Kafetzopoulos, Katerina A Conceptual Framework of Quality Management, Innovation and Business
Gotzamani, Evangelos Psomas, Greece Performance
Inga Lapina, Krista Grike, Latvia Concept of Organizational Culture: Development and Related Aspects
An Investigation into the Moderating Role of National Culture in the
Naseem M. Rafee Abdulla, Dubai, UAE
Relationship Between Corporate Social Responsibility and Service Quality
Outcomes: The UAE Experience

6.3 Room 7: Sustainability, CSR, Complaint M. III (14:00-15:30)

Session Chair: Associate Prof. Raine Isaksson, Sweden

Bruno Notarnicola, Giuseppe Tassielli,
Environmental And Economic Life Cycle Assessment of cherry Production In
Pietro Renzulli, Gabriella Arcese, Rosa
Southern Italy
Di Capua, Italy
Nadine Schlüter, Benedikt Sommerhoff,
Development of a Sustainable Job Clustering Model for Quality Professions
Germany
The Circles of Sustainability for Evaluation of Sharing Economy Business
Daunoriene Asta, Lithuania
Models Sustainability Level
Stefan Peplowsky, Louis Pueschel, What customers want? - Development of a software-based method to
Ralph Woll, Germany evaluate subjective requirement on the example of motorcycles

6.4 Room 18: Healthcare II (14:00-15:30)

Session Chair: Prof. Bo Enquist, Sweden

Xiong Jingjing, He Zhen, Yujia Deng, Quality management practices and their impact on public hospital
Min Zhang, China performance
Preparations for testing a conceptual model for measuring process maturity
Dahlin Gunnar, Sweden
in healthcare
Jonas Bostrom, Johan Lilja, Helene Cultural Impact of Applying User Involvement for Improving Healthcare
Hillborg, Sweden Quality
Zuber, M. Shaikh, Alaa Mohammed Al Critical analysis of patient and family education standards in jci accreditation
Qaidi, Saudi Arabia and Cbahi for hospitals

6.5 Room 19: Six Sigma I (14:00-15:30)

Session Chair: Associate Prof. Peter Cronemyr, Sweden

A comparative study of Critical Success and Failure Factors in Six Sigma
Yujia Deng, Zhen He, Jiju Antony, Ka-Yin
implementation: Some evidence from mainland and Hong Kong-Macau
Chau, China
regions of China
Francesco De Seta, Laura Di Pietro,
Paola Di Stefano, Andrea Grammatico,
Service Quality Model and Six Sigma integration for service improvement.
Tiziana De Santo, Maria Francesca
The case of Medtronic Regional Clinical Center
Renzi, Roberta Guglielmetti Mugion,
Italy
Jane Worlitz, Felix Noack, Ralph Woll,
How to identify a suitable Six Sigma rollout strategy
Germany
Samia Najeeb, Baber Saleem, Farhana Using Six Sigma to Understand High Dropout Rate of Female Students in
Bashir, Khalida Mehmood, Pakistan Undergraduate Program

15:30-16:00 Coffee Break

16:00-17:00 - Room 1: Closing Session

Su Mi Dahlgaard-Park, Jens J. Dahlgaard & Maria Francesca Renzi

Best Paper Selections and Awards

QMOD 2017 Announcement