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Volume 04 Issue 03 (2017)

Volume 04 Issue 03     2017

Apostolos Giovanis

Abstract: The purpose of this study is to propose and empirically validate a model explaining how the loyalty of individual users of online retailing services is formed. In order to achieve this, first, the constructs contributing to online customer loyalty have been identified and subsequently have been operationalized by considering their reflective or formative character. Previous studies in the field of online services leads us to consider transaction quality, represented by e-service quality provided by service providers, and e-relationship quality, reflecting customers e-satisfaction and e-trust from relationship management actions performed by service providers, as main determinants of e-loyalty. On evidence drawn, through a dedicated research instrument, from 485 online customers in Greece, the modelling framework under investigation was empirically validated. The results indicated that e-relationship quality has a direct impact on e-loyalty, and e-service quality also creates e-loyalty partially mediated by e-relationship quality. The proposed model helps to advance the understanding of the creation of loyalty in the online retailing services context.

Lambros Tsourgiannis Despoina Chatzipanagiotou

Abstract: As mosquito born diseases are an important public health problem state, regional and local authorities undertake mosquito and vector control program to face it. This study aims to estimate the cost effectiveness of this program and to identify the factors that might influence the profitability of the citizens due to the vector control programs. . The cost of the mosquito and vector control program is consists of the cost of spraying actions. The benefit for the society of this program is estimated as the elimination of the: medical treatment cost, productivity losses due to illness with full recovery or neuroinvasive illness with residual long term disabilities, death from WNV, expenses reduction for self-protection measures against mosquitoes and losses reduction of tourism enterprises due to mosquitoes. As many Greek regions suffered the first half of the decade from a West Nile Virus outbreak the current study estimated the cost – effectiveness of mosquito control programs based on the Greek experience. The average annual cost of the mosquito and vector control program for the period 2012-2015 reached the 1.4 million euro whilst the average cost per case is estimated to 93,408 euro. Hence the cost benefit analysis indicated that only 16 cases of WNV neuroinvasive disease would need to be prevented to make the cost of the mosquito and vector control program cost effective. Moreover, factors including the regional district citizens live, the number of the children they have, their occupation and education as well as the period the mosquitoes’ problem is more intense are associated with the benefit they have from the operation of vector control program

Vasiliki Amarantou, Stella Kazakopoulou, Prodromos Chatzoglou, Dimitrios Chatzoudes

Abstract: “Resistance to change” has significantly concerned the research community over the last 15 years, since it is proven to be the main failure cause of all change initiatives, especially when it comes to business process reengineering. The present study examines this phenomenon from a managerial point of view, pointing out the main factors affecting resistance to change in the healthcare sector. The survey was conducted in 6 Greek hospitals, 3 of which are University Hospitals, with a total participation of 134 managers. A novelty of the present study is the establishment of a theoretical link between the concepts of “public sector marketing” and “change management”.

George Pierrakos, A Goula, D Latsou, C Platis, M Sarris, S Soulis

Abstract: This study aims to identify the citizens’ needs for Primary Health Care (PHC) and to investigate the potential of local authorities to provide these services in Greece. Method: Data for the quantitative analysis were collected from a random sample of respondents to a designed, self-administered questionnaire from April to August 2013. The sample consisted of 430 citizens from five municipalities. In the qualitative analysis, a semi-structured questionnaire for personal interviews and content analysis was implemented from February to March 2015. Ten out of 430 respondents were chosen to participate in the qualitative analysis. Results: According to the outcomes of the quantitative analysis, respondents suggested activities of public health (75.8%), care for disabled and elderly people (74.3%), prevention and health education (74.3%) and care for patients with long-term disease (65.6%). The willingness to pay local taxes in order to establish a local PHC network was moderate (51.2%). The results of the qualitative analysis showed that the respondents would pay local taxes for PHC services provided by the local authorities, if they were aware of the services’ quality in advance. Conclusion: Respondents believe that local authorities could successfully organize health prevention and health education programmes, and establish home care services for patients with chronic disease. Citizens’ willingness to pay local taxes for PHC services is moderate due to the fact that they are sceptical about the quality of service.

Ourania Vitouladiti

Abstract: In an era where potential tourists seek a refined experience and demand quality through the purchase of a package tour, the role and the duties of the tour leader become more important than ever. Tourists today take for granted the services promised to them via a GPT but they seek or aim for the experience. As experience is a basic resource of tourism, it is easily understood that a person who can facilitate this process, can be a valuable asset.  This paper aims to record, remind and underline the roles, the tasks and the characteristics of the tour leader as a differentiating element of the tour operator’s basic product, the package tour. It will also demonstrate the possible competitive advantage it can offer in the case of homogeneous products. Moreover, by analyzing secondary data it aims to contribute to the enrichment of the limited literature on the subject.