Ευάγγελος Τσουκάτος Βιογραφικό Σημείωμα Βιογραφικό Σημείωμα1 Δρ Ευάγγελος Τσουκάτος Επίκουρος Καθηγητής ΤΕΙ Κρήτης Τμήμα Λογιστικής και Χρηματοοικονομικής Στοιχεία Επικοινωνίας Διεύθυνση Επικοινωνίας Διεύθυνση Εργασίας Ρογδιά, ΤΘ 54, &1414, Γάζι Δήμου Μαλεβυζίου e-mail ΤΕΙ Κρήτης, ΣΔΟ, Τμήμα Λογιστικής και Χρηματοοικονομικής, Εσταυρωμένος, 71004, Ηράκλειο Εργασίας: +302810 379605 Κινητό: +306932 304216 Fax: +302810 379625 [email protected] URL http://teicrete.academia.edu/EvangelosTsoukatos Τηλέφωνα Σπουδές 04/2007 10/1978 06/1977 6/1976 1 Διδάκτωρ του Πανεπιστημίου του Lancaster στη Διοικητική Επιστήμη. Διδακτορική Διατριβή Tsoukatos, E. (2007). Customer behaviour, service quality and the effects of culture: A quantitative analysis in Greek insurance, PhD Thesis, Lancaster University Management School. April 2007. Μεταπτυχιακός τίτλος Master of Arts (M.A.) με ειδίκευση «Επιχειρησιακή Έρευνα» από το Τμήμα Διοικητικής Επιστήμης, της Σχολής Διοίκησης του Πανεπιστημίου του Lancaster (LUMS), Μεγάλης Βρετανίας Διπλωματική Διατριβή Tsoukatos, E., (1978). A comparative study of methods for estimating outstanding claims in general insurance – Thesis for the Degree of Master of Arts, Lancaster University Management School Postgraduate Diploma in Operational Research. Lancaster University Management School, Department of Operational Research & Operations Management. Πτυχίο του Τμήματος Μαθηματικών της Φυσικομαθηματικής Σχολής του Αριστοτέλειου Πανεπιστήμιου Θεσσαλονίκης Όλα τα στοιχεία του παρόντος υποστηρίζονται από σχετικά δικαιολογητικά τα οποία είναι στη διάθεσή σας εφόσον ζητηθούν. Σελίδα 1 Ευάγγελος Τσουκάτος Βιογραφικό Σημείωμα Βραβεία-Διακρίσεις Outstanding Paper Award Winner at the Literati Network Awards for Excellence 2011 για τη δημοσίευση: 2011 Tsoukatos, E., Mastrojianni, E. (2010). Key Determinants of Service Quality in Retail Banking, EuroMed Journal of Business, Vol. 5, No. 1, pp. 85100 2009 EuroMed Research Business Institute - Contributor Award for the year 2009 in recognition of extraordinary contribution to the Institute  Winner “Brian Kingsman Prize for best Doctoral Researcher” του Management School του Πανεπιστημίου του Lancaster το συγκεκριμένο πρόγραμμα διδακτορικών σπουδών ήταν στην 11η θέση της Παγκόσμιας Κατάταξης των Financial Times για το έτος 2007 (http://rankings.ft.com/exportranking/global-mba-rankings-2007/pdf) ενώ το 2012 στην 7η (http://rankings.ft.com/exportranking/global-mbarankings-2012/pdf) 2007  Αναγνώριση διδακτορικής διατριβής ως “…. being of high scholarly value” από την Βρετανική Βιβλιοθήκη Συμμετοχή σε Επαγγελματικές Ενώσεις - Πιστοποιήσεις Οικονομικό Επιμελητήριο Ελλάδος Μέλος (Αρ. Μητρώου 0075026/14) Οικονομικό Επιμελητήριο Ελλάδος Άδεια Ασκήσεως 1404075026) Ελληνική Εταιρεία Επιχειρησιακής Έρευνας Πλήρες Μέλος Υπουργείο Ανάπτυξης-Επιτροπή Εκπαίδευσης και Πιστοποίησης Ασφαλιστικών Διαμεσολαβούντων Πιστοποιημένος Εκπαιδευτής Ασφαλιστικών Διαμεσολαβούντων (Αποφάσεις 2/23-6-2004 και 4/26-7-2004) Χρήση Υπολογιστών Οικονομολογικού Επαγγέλματος (Αρ. Αδείας. Πιστοποιημένος Χρήστης Η/Υ από την ECDL Εμπειρία στην Ανώτατη Εκπαίδευση ΤΕΙ Κρήτης Σεπτέμβριος 2013 σήμερα ΣΔΟ – Τμήμα Λογιστικής και Χρηματοοικονομικής, Επίκουρος Καθηγητής – Γνωστικό Αντικείμενο: Μάνατζμεντ Οκτώβριος 2012 – ΣΔΟ – Τμήμα Χρηματοοικονομικής και Ασφαλιστικής, Επίκουρος Σελίδα 2 Ευάγγελος Τσουκάτος Βιογραφικό Σημείωμα Εμπειρία στην Ανώτατη Εκπαίδευση Αύγουστος 2013 Καθηγητής – Γνωστικό Αντικείμενο: Μάνατζμεντ Μάιος 2006 - Οκτώβριος 2012 ΣΔΟ – Τμήμα Χρηματοοικονομικής και Ασφαλιστικής, Παράρτημα Αγίου Νικολάου, Καθηγητής Εφαρμογών, Ειδικότητα «Οικονομολόγος με εξειδίκευση στις εφαρμογές Η/Υ στην Οικονομία και στη Διοίκηση». Φεβρουάριος 1996 έως Μάιος 2006 Εργαστηριακός Συνεργάτης ΤΕΙ Κρήτης (με ωριαία αντιμισθία και επί συμβάσει), Τμήματα: Λογιστικής, Συνεταιριστικών Οργανώσεων και Εκμεταλλεύσεων και Χρηματοοικονομικής και Ασφαλιστικής Συνεργαζόμενο Εκπαιδευτικό Προσωπικό  o “The relationships between corporate diplomacy and sustainability in the frame of globalisation. Evidence from the hotel industry in Greece” University of Nicosia, Cyprus – Business School Οκτώβριος 2012 - σήμερα University of Gloucestershire – Business School Απρίλιος 2012 - σήμερα Διδακτορικό Πρόγραμμα. Επίβλεψη εκπόνησης διδακτορικών διατριβών (στην Αγγλική γλώσσα) με τα ακόλουθα αντικείμενα έρευνας: o “Private Health Insurance as essential ally of Social Health Insurance: Evidence from Greece”  Μεταπτυχιακό Πρόγραμμα ΜΒΑ. Αντικείμενα: “Performance Management” (διδασκαλία στην Αγγλική γλώσσα) και «Μεθοδολογία της Έρευνας» (εξ’ αποστάσεως διδασκαλία στην Ελληνική γλώσσα) Διδακτορικό Πρόγραμμα. Επίβλεψη εκπόνησης διδακτορικής διατριβής (στην Αγγλική γλώσσα) με το ακόλουθο αντικείμενο έρευνας: “Market Volatility and Human behaviour: Antecedents of Small Investors’ Risk taking Profiles” “MSc in Business Economics, Finance and Banking” (Συνδιοργάνωση Portsmouth University Business School και TEI Κρήτης – Τμήμα Χρηματοοικονομικής & Ασφαλιστικής). Οκτώβριος 2007 – Οκτώβριος 2013  Αντικείμενο: “Research Methods” (διδασκαλία στην Αγγλική γλώσσα)  Επίβλεψη διπλωματικών εργασιών με τα ακόλουθα αντικείμενα: o Electronic banking and customer loyalty in Greece, o The Impact of Technology on Service Quality in the Banking Sector, o Service Quality Determinants in Greek Banking; o Service Quality Determinants in e-Banking in Greece; o Credit Crunch Implications on Customers’ Perceptions of Electronic services: Evidence from the Greek Retail Banking Industry o Service Quality Determinants in the Greek banking System o Factors Affecting Investment Risk Tolerance of Individuals: A Behavioral Finance Approach Σελίδα 3 Ευάγγελος Τσουκάτος Βιογραφικό Σημείωμα Εμπειρία στην Ανώτατη Εκπαίδευση Ελληνικό Ανοικτό Πανεπιστήμιο o Factors Affecting Investment Risk Tolerance of Individuals: The Impact of Culture o Performance Evaluation of Service Assessment Instruments in Corporate Banking o Performance Evaluation of Service Assessment Instruments in Retail Banking o Revisiting the Influence of Culture on service Quality Expectations in Financial Services o Gender based barriers in management o Gender role stereotypes and requisite management characteristics: The case of Greece o Managing banking customers’ behavior under acute financial crisis conditions o Small Investors’ financial risk taking attitudes under acute crisis conditions ΜΠΣ «Διοίκηση Επιχειρήσεων - MBA» Επίβλεψη διπλωματικών εργασιών με τα ακόλουθα αντικείμενα: Οκτώβριος 2011 – Οκτώβριος 2012 Lithuanian University of Agriculture, Faculty of Economics and Management/Department of Business Management   Market analysis of the Greek retail banking sector The evaluation system of human resources in ATE bank Μετά από πρόσκληση διδασκαλία του αντικειμένου “Culture’s Effects on Customer Behaviour” σε τελειοφοίτους Προπτυχιακούς και Μεταπτυχιακούς φοιτητές. Οκτώβριος 2008 Επαγγελματική Εμπειρία Οκτώβριος 1997 Εκπαιδευτής, Επιστημονικός Υπεύθυνος Θεματικών Πεδίων και Συντονιέως Απρίλιος 2004 στής Προγραμμάτων Συνεχιζόμενης Κατάρτισης Ιούνιος 1982 έως Συνεταίρος, Διαχειριστής και Διευθύνων Σύμβουλος Εταιρειών Εμπορίας Απρίλιος 2004 και Συντήρησης Υλικού και Λογισμικού Πληροφορικής Αύγουστος 1975 Ασφαλιστικός Σύμβουλος, Interamerican S.A. Αύγουστος 1995 Ερευνητικά Ενδιαφέροντα Management Υπηρεσιών, Ποιότητα Υπηρεσιών, Cross-Cultural Management, Management Χρηματοοικονομικών Υπηρεσιών, Επιχειρηματικότητα. Σελίδα 4 Ευάγγελος Τσουκάτος Βιογραφικό Σημείωμα Μέλος Διεθνών Ερευνητικών Οργανισμών EuroMed Research Business Institute (EMRBI) Emerald Literati Network  Director Operations and Development  Senior Fellow  Chair of the “Cross-Cultural Management” Research Committee Μέλος Συμμετοχή σε Ερευνητικά Προγράμματα Συμμετοχή σε Διεθνή Ερευνητικά Προγράμματα Meaning of Values across Cultures Πολυεθνικό ερευνητικό έργο με σκοπό τη σύγκριση των αξιών σε διάφορες κουλτούρες. Συντονιστής Prof. Simon Dolan, ESADE Business School, Spain (Νοέμβριος 2010 Οκτώβριος 2012) Ερευνητικό Πρόγραμμα “Employability Skills for nonProfessional Occupations (ESPO)”, στα πλαίσια της Δράσης Leonardo Da Vinci Πολυεθνικό ερευνητικό έργο με σκοπό τη σύγκριση των εξελίξεων και των απαιτήσεων σε δεξιότητες σε 20 επαγγέλματα σε 4 χώρες (Γαλλία, Ελλάδα, Ισλανδία και Ιταλία). Το έργο χρηματοδοτήθηκε από το Ευρωπαϊκό πρόγραμμα Leonardo da Vinci το 1998 και ολοκληρώθηκε τον Οκτώβριο του 2000. Η μεθοδολογία βασίσθηκε σε μελέτη 100 επαγγελμάτων στην Ισλανδία το 1995 που σχεδιάσθηκε από την Gerdur G. Oskarsdottir. (01/10/1998 – 31/08/2000) Διεθνές Ερευνητικό Πρόγραμμα VELVITT (Virtual Electronic Learning in Vocational Initial Teachers Training), της δράσης Leonardo da Vinci Επιστημονικός Συντονιστής από 01/07/2003 έως 31/08/2004. Αντικείμενο του προγράμματος ήταν η συγκριτική έρευνα, μεταξύ των χωρών που συμμετέχουν, για τη χρήση εικονικού-ηλεκτρονικού περιβάλλοντος μάθησης στην βασική κατάρτιση εκπαιδευτών επαγγελματικής και τεχνικής εκπαίδευσης. Επιστημονικός υπεύθυνος του προγράμματος από 18/05/2004 έως 28/02/2005. Βασικοί στόχοι του προγράμματος ήταν: Διεθνές Ερευνητικό Πρόγραμμα RIUFICEET της δράσης ALFA- 1. Η σύγκριση των οργανισμών παροχής τεχνολογικής εκπαίδευσης και επαγγελματικής κατάρτισης των χωρών που συμμετέχουν στο πρόγραμμα 2. Ο σχεδιασμός κοινού ερευνητικού πλαισίου για την ανάπτυξη και εναρμόνιση των προγραμμάτων εκπαίδευσης και κατάρτισης 3. Η σύγκριση των μεθόδων αξιολόγησης των προγραμμάτων εκπαίδευσης Σελίδα 5 Ευάγγελος Τσουκάτος Βιογραφικό Σημείωμα Συμμετοχή σε Ερευνητικά Προγράμματα Συμμετοχή σε Εθνικά Ερευνητικά Προγράμματα Αρχιμήδης ΙΙΙ Κέντρο Τεχνολογικής Έρευνας Κρήτης Πρόγραμμα «ΑΡΧΙΜΗΔΗΣ: Ενίσχυση Ερευνητικών Ομάδων στα ΤΕΙ (ΕΕΟΤ)» Κέντρο Τεχνολογικής Έρευνας Κρήτης Γραφείο Διασύνδεσης του ΤΕΙ Κρήτης Συμμετοχή ως ερευνητής στο έργο «Διερεύνηση των Επιδόσεων των Ελληνικών Μεταποιητικών Επιχειρήσεων και της Ανταγωνιστικότητας του». Από 1/9/2012  Επιστημονικός Υπεύθυνος του Προγράμματος «Εκπόνηση Μελέτης Σκοπιμότητας και Βιωσιμότητας Επιχειρήσεων Βασισμένων στις Νέες Μεθόδους-Προϊόντα που έχουν αναπτυχθεί στο πλαίσιο του Ερευνητικού Προγράμματος HEI-NET»  Συμμετοχή στο έργο «Συλλογή, ψηφιοποίηση και τεκμηρίωση υλικού που αφορά στα ιδιαίτερα χαρακτηριστικά του Νομού Λασιθίου στον Πολιτισμό στον Τουρισμό, στο Περιβάλλον και στην Οικονομία: Συλλογή και Τεκμηρίωση Υλικού» (01/07/2006-14/11/2006) Συμμετοχή ως ερευνητής στο έργο «Επιδράσεις της τουριστικής ανάπτυξης στην Οικονομία: Υπόδειγμα οικονομικών & κοινωνικών μεταβολών» του ερευνητικού προγράμματος ΑΡΧΙΜΗΔΗΣ – Ενίσχυση Ερευνητικών Ομάδων στα ΤΕΙ από 01/12/2004 – 31/12/2004. 1. Κύριος Ερευνητής, Τομέας Επιχειρησιακής έρευνας και Στρατηγικής ανάπτυξης. 2. Συμμετοχή στην ερευνητική ομάδα σύνταξης της Μελέτης Σκοπιμότητας & Εφαρμογής του τμήματος Χρηματοοικονομικής & Ασφαλιστικής του ΤΕΙ Κρήτης στον Άγιο Νικόλαο. 1. Εκπόνηση Μελέτης με τίτλο «Αγορά Εργασίας στην Κρήτη και η Θέση του Πτυχιούχου του ΤΕΙ» βασισμένη σε πρωτογενή έρευνα (Ιανουάριος – Φεβρουάριος 2000) 2. Εκπόνηση Μελέτης με τίτλο «Το Προφίλ του Πτυχιούχου του ΤΕΙ Κρήτης» βασισμένη σε πρωτογενή έρευνα (Ιανουάριος – Φεβρουάριος 2000) Ερευνητικές Δημοσιεύσεις – Παρουσιάσεις σε συνέδρια Βιβλία Tsoukatos, E. (2008). Impact of Culture on Services Marketing: A Home Market Perspective, VDM Verlag Publishers, ISBN: 3639117573 (published 24/12/2008) Συλλογικοί Τόμοι Proceedings of the 6th Annual Conference of the EuroMed Academy of Business “Confronting Contemporary Business Challenges through Management Innovation”, Estoril, Cascais, Portugal, 23rd-24th, September 2013 (ISBN: 978-9963-711-16-1). With Demetris Vrontis and Yaakov Weber. (https://www.dropbox.com/s/enk53h6kvqs6u0j/euromed2013%20book%20of%20proceedings-2013-12-06.pdf) Proceedings of the 4th Annual Conference of the EuroMed Academy of Business “Business research Challenges in a Turbulent Era”, 19-22 October, 2011 - Elounda, Crete, Greece (ISBN 978-9963-711-01-7). With Demetris Vrontis, Yaakov Weber, Shlomo Tarba and Hans Rudiger Σελίδα 6 Ευάγγελος Τσουκάτος Βιογραφικό Σημείωμα Ερευνητικές Δημοσιεύσεις – Παρουσιάσεις σε συνέδρια Kaufmann. (http://emab2011.teicrete.gr/index.php/conference-proceedings) Ειδικές Εκδόσεις Διεθνών Επιστημονικών Περιοδικών (peer-reviewed) 1. Cross Cultural Management: An International Journal, ISSN: 1352-7606, Vol. 18 No. 3, Published: 2011, Special Issue: Challenges in cross-cultural research: managerial perspectives on political marketing, negotiations, ethnic discrimination, economic development, and values in multi-cultural contexts Guest editor(s): Evangelos Tsoukatos and Carmen Rodrigues Santos 2. EuroMed Journal of Business, ISSN: 1450-2194, Vol. 6 No. 2, Published: 2011, Special Issue: Current challenges in financial services management Guest editor(s): Evangelos Tsoukatos and Yiannis Dimotikalis Κεφάλαια σε Συλλογικούς Τόμους 1. Tsoukatos, E. (2013), “Gender and Cultural Idiosyncrasies of Perceived Entrepreneurial Personality Traits: An Empirical Study in Greece”, in D. Vrontis, A. Thrassou (eds.), Innovative Business Practices: Prevailing a Turbulent Era, (pp. Cambridge Scholars Publishing 2. Tsoukatos, E. (2010). “Impact of culture on service quality: What we know and what we need to learn”, in H.R. Kaufmann (ed), International Consumer Behavior: A Mosaic of Eclective Perspectives- Handbook on International Consumer Behavior, (pp. 20-36), Access. UK. 3. Papoutsakis, H. and Tsoukatos, E. (2000). “ESPO, Results of 20 Non-Professional Occupations in Greece”, in Oskarsdottir, G.G., Busetta, P., Ginestie, J. and Papoutsakis, H. (Eds), Employability Skills in Non-Professional Occupations: A Four-Country Comparative Research Project, University of Iceland Press, Reykjavik Άρθρα σε Διεθνή Επιστημονικά Περιοδικά (peer-reviewed) 1. Tsoukatos, E. (2014). “Perceptions of Entrepreneurial Personality Traits: Evidence from Greece”, World Review of Entrepreneurship, Management and Sustainable Development, Vol. 10, Nos. 2/3, pp. 179-196 2. Giovanis, A.N. and Tsoukatos, E. (2013) “On the relationships between logistics service deliverables, customer satisfaction and loyalty in industrial supply chains”, J. International Business and Entrepreneurship Development, Vol. 7, No. 1, pp. 63–80. 3. Tsoukatos, E. and Koulentaki, M. (2013), “Effects of satisfaction on service loyalty dimensions”, World Review of Entrepreneurship, Management and Sustainable Development, Vol. 9, No. 2, pp. 276–290. 4. Tsoukatos, E., Koulentaki, M. (2011). “A structural equations approach to assessing alternative service quality metrics within an extended service quality, customer satisfaction, customer loyalty model”, Global Business and Economics Review, Vol. 13, No. 3/4, pp. 222 – 239 5. Tsoukatos, E., Mastrojianni, E. (2010). “Key Determinants of Service Quality in Retail Banking”, EuroMed Journal of Business, Vol. 5, No. 1, pp. 85-100 Outstanding Paper Award Winner at the Literati Network Awards for Excellence 2011 (www.emeraldinsight.com/literati) 6. Tsoukatos, E. (2008). Applying Importance-Performance Analysis to Assess Service Delivery Performance: Evidence from Greek Insurance. EuroMed Journal of Business, Vol. 3, No. 2, pp. 144-162 Σελίδα 7 Ευάγγελος Τσουκάτος Βιογραφικό Σημείωμα Ερευνητικές Δημοσιεύσεις – Παρουσιάσεις σε συνέδρια 7. Tsoukatos, E. (2008). Determinants of customers’ perceptions of electronic services: An Analysis in the Greek banking Industry. International Journal of Management Cases, Vol. 10, No. 3, pp. 180-190 8. Tsoukatos, E. and Rand, G.K. (2007). Cultural Influences on Service Quality and Customer Satisfaction: Evidence from Greek Insurance. Managing Service Quality, Vol. 17, No. 4, pp. 467-485 (Impact Factor: 0.778) 9. Tsoukatos, E. and Rand, G.K. (2006). Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance. Managing Service Quality, Vol. 16, No. 5, pp. 501-519 (Impact Factor: 0.778) 10. Tsoukatos, E., Marwa, S. and Rand, G.K. (2004). Quality improvement in the Greek and Kenyan Insurance Industries. Archives of Economic History, Vol. 16, No. 2, pp. 93-116 11. Tsoukatos, E. (2003). The Private Insurance Industry in Greece, Archives of Economic History, Vol. 15, No. 2, pp. 105-122 12. Tsoukatos, E., Karagiannis, S. (2003). Potential uses of Linear Programming in small enterprises – The case of allocating advertising expenses of a small service company in Crete, Archives of Economic History, Vol. 15, No. 1, pp. 163-178 13. Karagiannis, S. and Tsoukatos, E. (2003). Heritage as an Alternative Tourist Product: The Case of the Spinaloga Islet in Greece. Anatolia: An International Journal of Tourism and Hospitality Research, Vol. 14, No. 2, pp. 161-168 (Research Report) Σε Ελληνικά Επιστημονικά Περιοδικά χωρίς Κριτές 1. Καραγιάννης Σ., Παπαηλίας Θ. και Τσουκάτος Ε. (2003). Βασικές αρχές του Management μιας τουριστικής επιχείρησης, «Έρευνα», Τόμος 38, Τεύχος. 123, σελ. 43-47 2. Τσουκάτος Ε., Έξαρχος Γ., Καραγιάννης Σ. και Παπαηλίας Θ. (2003). Οι οργανωτικές δομές των τουριστικών επιχειρήσεων – Η περίπτωση της Κρήτης, «Έρευνα», Τόμος 39, Τεύχος. 123, σελ. 42-45 3. Καραγιάννης Σ. και Τσουκάτος Ε. (2003). Μηχανισμοί διασφάλισης ποιότητας στα τμήματα υποδοχής ξενοδοχείων: Η περίπτωση της Κρήτης-Μια πρώτη διερεύνηση, «Έρευνα», Τόμος 46, Τεύχος. 130, σελ. 50-53 4. Καραγιάννης Σ. και Τσουκάτος Ε. (2003). Πτυχές Marketing – Management στις τουριστικές επιχειρήσεις, «Έρευνα», Τόμος 47, Τεύχος. 131, σελ. 15-20 5. Τσουκάτος Ε. και Έξαρχος Γ. (2004). Σπιναλόγκα – Από το χθες του πόνου στο σήμερα της ελπίδας: Έρευνα πεδίου τουριστικής αξιοποίησης, «Έρευνα», Τόμος 49, Τεύχος. 133, σελ. 1722 Σε Πρακτικά Συνεδρίων με Κριτές 1. Giovanis, A., Athanasopoulou, P. and Tsoukatos, E. (2013) “Service Fairness, Service Quality and relationship Quality Evaluation Effects on Customer Loyalty”. Proceedings of the 6th Annual EuroMed Conference “Confronting Contemporary Business Challenges through Management Innovation" (pp. 1028-1047), Estoril, Portugal, 23rd and 24th September 2013 2. Vanparia, B. and Tsoukatos, E. (2013) “Comparison of SERVQUAL, SERVPERF, BSQ and BANKQUAL Scales in the Banking Sector”. Proceedings of the 6th Annual EuroMed Conference “Confronting Contemporary Business Challenges through Management Innovation" (pp. 2405-2430), Estoril, Portugal, 23rd and 24th September 2013 Σελίδα 8 Ευάγγελος Τσουκάτος Βιογραφικό Σημείωμα Ερευνητικές Δημοσιεύσεις – Παρουσιάσεις σε συνέδρια 3. Giovanis, A.N., Tsoukatos, E. and Athanasopoulou, P. (2012). “Understanding the Relationships of LSQ, Satisfaction and Loyalty in Manufacturing Supply Chains”, Proceedings of the 5th Annual EuroMed Conference “Building New Business Models for Success through Innovation, Entrepreneurship, Competitiveness and Responsibility" (pp. 727-743), GlionMontreux, Switzerland, 4th - 5th October 2012 4. Tsoukatos, E. and Koulentaki, M. (2011). “Causality of relationships between the dimensions of customer Loyalty in services markets: Evidence from banking”, The 4th Annual EuroMed Conference “Business Research Challenges in a Turbulent Era” (pp. 1949-1963), October 1922, Elounda, Crete, Greece 5. Τσουκάτος Ε., (2007). Πολιτιστικές επιρροές στην εκτίμηση της ποιότητας των υπηρεσιών: Μια ανάλυση στην Ελληνική ασφαλιστική αγορά, Πανελλήνιο Συνέδριο Νέες Τεχνολογίες & Marketing, Ιεράπετρα, 24-25 Μαΐου 2007 6. Tsoukatos E. (2005). Ποιότητα υπηρεσιών – Μηχανισμός ανάπτυξης ανταγωνιστικού πλεονεκτήματος στην Ελληνική ασφαλιστική , Πανελλήνιο Συνέδριο Νέες Τεχνολογίες & Marketing, Ιεράπετρα, 19-20 Μαΐου 2005 7. Papailias T., Karagiannis S. and Tsoukatos E. (2004). The tourism entrepreneur in Crete: An empirical research in Heronisos and a quantitative data analysis, Proceedings of the 9th International Congress “Entrepreneurship, Competitiveness and Growth in South-Eastern Europe, University of Macedonia, Thessaloniki, Greece, 23-25 September 2004 8. Karagiannis S., Tsoukatos E., Fragos C. and Papailias T. (2003). Productivity in Tourism - A case study in Crete, in C. Frangos ed., Proceedings of the 1st International Congress on “Quantitative Methods in Industry and Commerce”, Athens 26-27 May 2003. 9. Tsoukatos E., Karagiannis S. and Papailias T. (2003). Prospects in the Labour Market for the Graduates of the Technological Educational Institute (ATEI) of Crete, in G. Papadourakis ed., Proceedings of the 3d International Conference on “New Horizons in Industry and Education”, Santorini Island, August 2003 10. Karagiannis S., Tsoukatos E. and Papailias T. (2003). Allocating advertising expenses using linear programming and MS-Excel, in P.G. Ipsilantis ed., Proceedings of the 16th National Conference of the Hellenic OR Society – Project Management and Administration, Larissa 2527 September, Vol B’:139 – 144 11. Papoutsakis H.E. and Tsoukatos E.K. (2001). Employability Skills in Non – Professional Occupations (ESPO), in G. Papadourakis ed., Proceedings of the 2nd International Conference on “New Horizons in Industry and Education”, Milos Island, September 2001 Παρουσιάσεις σε Συνέδρια με Κριτές (Abstract Books) 1. Tsoukatos, E. and Giovanis, A. (2013) “Gender Role Stereotypes and Requisite Management Characteristics: Evidence from Greece”. Proceedings of the 6th Annual EuroMed Conference “Confronting Contemporary Business Challenges through Management Innovation" (pp. 2793-2796), Estoril, Portugal, 23rd and 24th September 2013 2. Floros, C., Voulgaris, F. and Tsoukatos, E. (2013) “Efficiency and Profitability: An Application of DEA ro Greek SMEs”. Proceedings of the 6th Annual EuroMed Conference “Confronting Contemporary Business Challenges through Management Innovation" (pp. 27542755), Estoril, Portugal, 23rd and 24th September 2013 12. Tsoukatos, E. (2012). “Gender and cultural stereotypes on entrepreneurial requisite characteristics: An empirical study among business students in Greece.”, Proceedings of the 5th Annual Σελίδα 9 Ευάγγελος Τσουκάτος Βιογραφικό Σημείωμα Ερευνητικές Δημοσιεύσεις – Παρουσιάσεις σε συνέδρια EuroMed Conference “Building New Business Models for Success through Innovation, Entrepreneurship, Competitiveness and Responsibility" (pp. 1889-1891), Glion-Montreux, Switzerland, 4th - 5th October 2012 3. Tsoukatos, E. and Koulentaki, M. (2010), “Comparative evaluation of alternative service quality metrics in banking”, 3d Annual EuroMed Conference, November 4th and 5th 2010, Nicosia, Cyprus. Abstract in Vrontis, D., Weber, Y, Kaufmann, R. and Tarba, S. (2010), Business Developments Across Countries and Cultures, EuroMed Press: Cyprus (ISBN 01-2342256-567-46-8) 4. Koulentaki, M., Tsiotsis, C. and Tsoukatos, E. (2010). “Evaluation of alternative models of Banks’ service performance”. 9th Special Conference of HELORS, May 27 – 29, Technological Educational Institute of Crete, Agios Nikolaos, Greece. 5. Tsoukatos, E. (2009). Antecedents of Small Investors’ Risk Taking Profiles: An Empirical Study, 2nd Annual EuroMed Conference, October 26-28, University of Salerno, Salerno, Italy. Abstract in Vrontis, D., Weber, Y, Kaufmann, R. and Tarba, S. (2009), Managerial and Entrepreneurial Developments in the Mediterranean Area, EuroMed Press: Cyprus (ISBN: 9789963-634-76-7). 6. Tsoukatos, E. (2008). Can Services Markets be Segmented on the Basis of Culture?. 1st Annual EuroMed Conference, European and Mediterranean Trends and Challenges in the 21st Century, November 17-18, 2008, Marseille, France 7. Mastrojiani E. and Tsoukatos E. (2008). Service Quality Determinants in Retail Banking: Evidence from the Greek Banking Industry. 1st Annual EuroMed Conference, European and Mediterranean Trends and Challenges in the 21st Century, November 17-18, 2008, Marseille, France 8. Tsoukatos, E. and Marwa, S. (2004). Diagnosis & Improvement of Service Quality in the Insurance Industries of Greece & Kenya, EURO XX, 20th European Conference on Operational Research OR and the Management of Electronic Services, Rhodes, Greece July 4-7 9. Marwa, S. and Tsoukatos, E. (2004). Traditional Services Transformation: the application of ecommerce in the insurance industry, EURO XX, 20th European Conference on Operational Research OR and the Management of Electronic Services, Rhodes, Greece, July 4-7 Μέλος Συντακτικών Επιτροπών Επιστημονικών Περιοδικών 1. EuroMed Journal of Business, Associate Editor 2. EuroMed Journal of Business, Guest Editor of the Special Issue on “Current Challenges in Financial Services Management” 3. Cross-Cultural Management an International Journal, Guest Editor of the Special Issue on Challenges in cross-cultural research 4. Enterprise Risk Management, Member of the Editorial Team 5. Journal of Management Research, Member of the Editorial Team 6. Revistei MegaByte, Titu Maiorescu University, Romania, Member of the Editorial Board 7. African Journal of Hospitality, Tourism and Leisure, Member of the Editorial Board 8. International Journal of Business Research & Development (IJBRD), Member of the Editorial Board Σελίδα 10 Ευάγγελος Τσουκάτος Βιογραφικό Σημείωμα Μέλος Συντακτικών Επιτροπών Επιστημονικών Περιοδικών 9. Global Economic Observer, Member of the Editorial Board 10. Transnational Marketing Journal, Member of the Editorial Board Μέλος Επιστημονικών Επιτροπών Συνεδρίων  Member of the Scientific and Organizing Committees, Track Organizer and Chair, 7th Annual EuroMed Conference, Kristiansand, Norway, 16th – 19th, September 2014  Member of the Scientific and Organizing Committees, Track Organizer and Chair, 6th Annual EuroMed Conference, Estoril, Cascais, Portugal, 23rd-24th, September 2013  Member of the Scientific and Organizing Committees, Track Organizer and Chair, 5th Annual EuroMed Conference, Glion-Montreux, Switzerland, 4th - 5th October 2012  Conference Chair, Member of the Scientific and Organizing Committees, Track Organizer and Chair (Track 22), 4th Annual EuroMed Conference, Elounda, Crete, Greece, October 19-22, 2011  Track Organizer and Chair: 3rd Annual EuroMed Conference, Nicosia, Cyprus, November 4-5, 2010 (Track 28)  Track Organizer and Chair: 2nd Annual EuroMed Conference, Salerno, Italy, Oct. 26-28 2009 (Track 28)  Track Organizer and Chair: 1st Annual EuroMed Conference “European and Mediterranean Trends and Challenges in the 21st Century”, Marseilles, Nov. 17-18, 2008 (Track 11)  Member of the Scientific and Organizing Committee of the 9th Special Annual EEEE (HELORS) International Conference on “Quantitative Models in the Managerial and Financial Decision Making”, Agios Nikolaos 28 - 29 May 2010. Κριτής σε Διεθνή Επιστημονικά Περιοδικά και Συνέδρια • Sport, Business, Management: an International Journal, Emerald • Journal of Brand Management, Palgrave MacMillan • European Journal of Cross-Cultural Competence and Management, Inderscience • African Journal of Business Management • Benchmarking an International Journal, Emerald • Critical Perspectives of International Business • Enterprise Risk Management • EuroMed Journal of Business, Emerald • European Journal of International Management • Human Resource Management, Wiley • International Journal of Organizational Analysis • Journal of Management Research • The Academy of International Business (UK & Ireland Chapter) 37th Annual Conference, 810 April 2010, “Regionalism and Globalisation” Σελίδα 11 Ευάγγελος Τσουκάτος Βιογραφικό Σημείωμα Κριτής σε Διεθνή Επιστημονικά Περιοδικά και Συνέδρια • The TQM Journal, Emerald • Cross-Cultural Management: An International Journal, Emerald • Journal of Service Management, Emerald • Sport, Business and Management, Emerald • Journal of International Food & Agribusiness Marketing, Taylor and Francis • Thunderbird International Business Review, Wiley • Managing Service Quality, Emerald • 1st Annual EuroMed Conference “European and Mediterranean Trends and Challenges in the 21st Century”, Marseilles, Nov. 17-18, 2008 • 2nd Annual EuroMed Conference, “Managerial and Entrepreneurial Development in the Mediterranean Area”, Salerno, Italy, Oct. 26-28 2009 • 3d Annual EuroMed Conference, “Business Developments Across Countries and Cultures”, Nicosia, Cyprus, November 4-5, 2010 • 4th Annual EuroMed Conference, Elounda, Crete, Greece, October 20-21, 2011 • 5th Annual EuroMed Conference "Building New Business Models for Success through Innovation, Entrepreneurship, Competitiveness and Responsibility", Glion-Montreux, Switzerland, 4th - 5th October 2012 • 10th INFINITI Conference on International Finance, Trinity College Dublin, 11-12 June 2012 • 9th Special Annual EEEE (HELORS) International Conference on “Quantitative Models in the Managerial and Financial Decision Making”, Agios Nikolaos 28 - 29 May 2010. • 11th European Academy of Management Conference, 2011, “Management Culture in 21st Century”, 1-4 June, Tallinn, Estonia Book Reviewing  Kaufmann H.R. (2011). International Consumer Behaviour: A Mosaic of Eclective Perspectives, Access Press UK, ISBN 9780956247131  The COBEREN book (COnsumer BEhaviouR Erasmus Network, an Erasmus Academic Network Lifelong Learning Programme) Συμμετοχή σε Εκπαιδευτικά Προγράμματα Διεθνή Εκπαιδευτικά Προγράμματα Διεθνές Εκπαιδευτικό Consortium “European Leadership – Striving Forward IP” Διεθνές Εκπαιδευτικό Consortium “CrossCultural Management Intensive Program – IP (20122013)” Γενικός Επιστημονικός Συντονιστής του Έργου και Επιστημονικός Υπεύθυνος της Ομάδας Εργασίας του ΤΕΙ Κρήτης Προϋπολογισμός έργου 2013-2014: € 57.621,00. Τόπος Υλοποίησης Ηράκλειο, Κρήτης, 7-18 Ιουλίου 2014 Επιστημονικός Υπεύθυνος της Ομάδας Εργασίας του ΤΕΙ Κρήτης Τόπος Υλοποίησης: Λάρνακα, Κύπρος. Οργανωτής: European University, Cyprus. Σελίδα 12 Ευάγγελος Τσουκάτος Βιογραφικό Σημείωμα Συμμετοχή σε Εκπαιδευτικά Προγράμματα Γενικός Επιστημονικός Συντονιστής του Έργου και Επιστημονικός Υπεύθυνος της Ομάδας Εργασίας του ΤΕΙ Κρήτης Διεθνές Εκπαιδευτικό Consortium “CrossCultural Management Intensive Program” Προϋπολογισμός έργου 2009-2010: € 125.000,00. Τόπος Υλοποίησης Άγιος Νικόλαος Κρήτης. Προϋπολογισμός έργου 2010-2011: € 65.371,35. Τόπος Υλοποίησης Άγιος Νικόλαος Κρήτης. Προϋπολογισμός έργου 2011-2012: € 80.830,00. Τόπος Υλοποίησης Vaasa Φινλανδίας σε συνεργασία με το Vaasa University of Applied Sciences Εθνικά Εκπαιδευτικά Έργα «Πρακτική Άσκηση Σπουδαστών ΤΕΙ Κρήτης» Επιστημονικός Υπεύθυνος του Τμήματος Χρηματοοικονομικής και Ασφαλιστικής (Ιδρυματικός Συντονιστής Προγράμματος Καθ. Κώστας Λουλακάκης, Προϋπολογισμός Τμήματος € 163.000) ΜΟΔΙΠ ΤΕΙ Κρήτης Από 18/01/2010 έως σήμερα. Συμμετοχή στο ΠΕ3-Δημιουργία Πληροφοριακού Συστήματος Γραφείο Διασύνδεσης του ΤΕΙ Κρήτης Από 02/01/2007 – 30/06/2007 Συμμετοχή στην ομάδα εργασίας του ΤΕΙ Κρήτης για τη σύνταξη «Οδηγού Συνεργαζόμενων Επιχειρήσεων» με ανάθεση το κεφάλαιο για το Τμήμα Χρηματοοικονομικής & Ασφαλιστικής ΤΕΙ Κρήτης» ΕΛΚΕ ΤΕΙ Κρήτης Συντονιστής Εκπαίδευσης και Εκπαιδευτής σε σειρά σεμιναρίων που διοργανώνονται από το Τμήμα Χρηματοοικονομικής & Ασφαλιστικής Αγίου Νικολάου, από 19/09/2007 – 19/10/2007, 01/05/2008 – 30/06/2008, 13/10/2008 – 31/10/2008. Επιστημονικός υπεύθυνος υλοποίησης προγραμμάτων ΛΑΕΚ του Ιδρύματος έτους 2007. Τα προγράμματα που υλοποιήθηκαν με επιτυχία ήταν: TEI Κρήτης – ΚΤΕ Κρήτης α) Χρήση Η/Υ στην οργάνωση γραφείου (εισαγωγικές ενότητες) για διοικητικό προσωπικό β) Σεμινάριο διδακτικής, διδακτικής μεθοδολογίας και ψυχοπαιδαγωγικών θεμάτων για έκτακτο εκπαιδευτικό προσωπικό και γ) Σεμινάριο προχωρημένων τεχνολογιών ανάπτυξης ηλεκτρονικού περιεχομένου για έκτακτο εκπαιδευτικό προσωπικό ΚΕΚ ΤΕΙ – Κρήτης, Προγράμματα Συνεχιζόμενης Επαγγελματικής Κατάρτισης ως επιστημονικός υπεύθυνος. «Προγράμματα Προ- Από 03/11/1997 – 22/12/197 «Οργάνωση-Διοίκηση και Λειτουργία Μ.Μ.Ε.» Από 01/09/1997 – 22/12/1997 «Βασικές Αρχές – Νέες Μέθοδοι Management Επιχειρήσεων Συμμετοχή στο έργο «Προγράμματα Προπτυχιακών Σπουδών του ΤΕΙ Σελίδα 13 Ευάγγελος Τσουκάτος Βιογραφικό Σημείωμα Συμμετοχή σε Εκπαιδευτικά Προγράμματα πτυχιακών Σπουδών του ΤΕΙ Κρήτης» Τμήμα Λογιστικής» Κρήτης» - Τμήμα Λογιστικής από 01/10/2003 – 31/12/2003, 10/12/2004 – 10/01/2005 και 10/10/2005 – 28/02/2006 Αντικείμενα Ανάθεσης Υποέργο «Αυτεπιστασία Τμήματος Λογιστικής» στα πλαίσια του ΕΠΕΑΕΚ ΙΙ, ενέργεια 2.2.2.α. και αντικείμενο ανάθεσης: 1. Υλοποίηση έρευνας για το προφίλ του πτυχιούχου του τμήματος. Η έρευνα βασίστηκε στη μεθοδολογία της αντίστοιχης έρευνας για το Γραφείο Διασύνδεσης με τίτλο «Το Προφίλ του Πτυχιούχου του ΤΕΙ Κρήτης» 2. Ανάπτυξη μαθημάτων που είναι σχετικά με την εφαρμογή της πληροφορικής στον τομέα Ποσοτικών Μεθόδων 3. Ανάπτυξη μαθημάτων που είναι σχετικά με την Επιχειρησιακή έρευνα και τη Διοίκηση Ολικής Ποιότητας «Διεύρυνση Τριτοβάθμιας Εκπαίδευσης 2003 – 2006 του ΤΕΙ Κρήτης» του Τμήματος «Χρηματοοικονομικής και Ασφαλιστικής» Συμμετοχή στο έργο «Διεύρυνση Τριτοβάθμιας Εκπαίδευσης 2003 – 2006 του ΤΕΙ Κρήτης» του Τμήματος «Χρηματοοικονομικής και Ασφαλιστικής» Αγίου Νικολάου από 01/12/2004 – 31/01/2005, 10/10/2005-30/11/2005, 08/02/2006-31/03/2006 και 01/07/2007 – 31/08/2007 Αντικείμενα ανάθεσης: 1. Βασικό Στέλεχος της ομάδας εργασίας για τη σύνταξη της μελέτης σκοπιμότητας, ίδρυσης του Τμήματος Χρηματοοικονομικής και Ασφαλιστικής 2. Ανάπτυξη Μαθημάτων στους Τομείς «Ασφαλιστικά» και «Διοίκηση Ποιότητας» 3. Συμμετοχή στο Σύστημα Εσωτερικής Αξιολόγησης «Διεύρυνση Τριτοβάθμιας Εκπαίδευσης 2003 – 2006 του ΤΕΙ Κρήτης» του Τμήματος «Εμπορίας και Διαφήμισης» Συμμετοχή στο έργο «Διεύρυνση Τριτοβάθμιας Εκπαίδευσης 2003 – 2006 του ΤΕΙ Κρήτης» του Τμήματος «Εμπορίας και Διαφήμισης» Ιεράπετρας από 01/04/2004 – 31/08/2004, 01/12/2004 – 28/02/2005 και 10/10/2005 – 30/11/2005. Αντικείμενα ανάθεσης: Ανάπτυξη του Ερευνητικού Εργαστηρίου Επιχειρησιακής Έρευνας και Στρατηγικής Ανάπτυξης». Διεθνής Αναγνώριση Επιστημονικού Έργου (179 γνωστές ετεροαναφορές) Στη δημοσίευση: Tsoukatos, E., Koulentaki, M. (2011). “A structural equations approach to assessing alternative service quality metrics within an extended service quality, customer satisfaction, customer loyalty model”, Global Business and Economics Review, Vol. 13, No. 3/4, pp. 222 – 239 1. Mihai Yiannaki, S. (2013) “Tales of Motives in Bank M&As in Emerging Markets”, Thunderbird International Business Review, Vol. 55, No. 5, pp. 579-592 Στη δημοσίευση: Tsoukatos, E., Mastrojianni, E. (2010). Key Determinants of Service Quality in Retail Banking, EuroMed Journal of Business, 5(1): 85-100 Σελίδα 14 Ευάγγελος Τσουκάτος Βιογραφικό Σημείωμα Διεθνής Αναγνώριση Επιστημονικού Έργου (179 γνωστές ετεροαναφορές) 2. Vanparia B. and Patel V. (2013) “Typology of Service Quality Model of Bank Services : BSQ v/s Bankqual”, Global Journal of Research in Management, Volume 3, Issue 1, pp. 71-94 3. Vazifehdoost H., Akbarpour Z., Mohammadzadeh Rostami J. and Hamdi K. (2013) “Key Determinants of Service Quality and Self-Service Technologies in Iranian Banking”, International Journal of Marketing Studies, Vol. 5, No. 6, pp. 133-150 4. Mihai Yiannaki, S. (2013) “Tales of Motives in Bank M&As in Emerging Markets”, Thunderbird International Business Review, Vol. 55, No. 5, pp. 579-592 5. Vanparia, B. and Vinod, P. (2013) “Typology of Service Quality Model of Bank Services: BSQ v/s BANKQUAL”, Global Journal of Research in Management, Vol. 3, No. 1 6. RADOMIR, L. (2013) “STUDIU PRIVIND CALITATEA PERCEPUTĂ A SERVICIILOR BANCARE ŞI IMPACTUL ACESTEIA ASUPRA CALITĂŢII PERCEPUTE A RELAŢIEI BANCĂ –CLIENT”, TEZEI DE DOCTORAT, UNIVERSITATEA „BABEŞ - BOLYAI” CLUJ – NAPOCA, FACULTATEA DE ŞTIINŢE ECONOMICE ŞI GESTIUNEA AFACERILOR 7. Mariana Pinho de Almeida, Raquel Filipa do Amaral Chambre Meneses Soares Bastos Moutinho, (2013) "In the Shadow of Offshoring: Exploring the providers’ expectations", EuroMed Journal of Business, Vol. 8, No. 1, pp. 8. Lăcrămioara, R. and Nistor, C.V. (2012), “High-Educated Consumer Perceptions of Service Quality: An Assessment of the SSTQUAL Scale in the Romanian Banking Industry”, Procedia Economics and Finance, Vol. 3, 2012, pp. 858-864, 9. Dinh, V, and Pickler, L. (2012), “Examining Service Quality and Customer Satisfaction in the Retail Banking Sector in Vietnam”, Journal of Relationship Marketing, Vol. 11, No. 4, pp. 199-214 10. ECHCHABI Abdelghani, (2012), "Applying Servqual To Banking Services: An Exploratory Study In Morocco", Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 7(1), pages 62-72 11. Christer Strandberg, Olof Wahlberg, Peter Öhman, (2012) "Challenges in serving the mass affluent segment: bank customer perceptions of service quality", Managing Service Quality, Vol. 22 Iss: 4, pp.359 - 385 12. Dinh Thi Thanh Van (2012). “EXAMINING SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE RETAIL BANKING SECTOR IN VIETNAM”, in Stephen A. Goodwin, Kevin G. Celuch, Steven A. Taylor and Janis Dietz (eds), Proceedings of the CONSUMER SATISFACTION, DISSATISFACTION AND COMPLAINING BEHAVIOR CONFERENCE PROCEEDINGS 2012, pp. 91-101, UNIVERSITY of LA VERNE, LA VERNE, CALIFORNIA, JUNE 20 – 24, 2012 13. Bhavesh Vanparia (2012). "An Analysis of Service Quality Formulation and its Measurement in India”, Proceedings of Ninth AIMS International Conference on Management January 1-4, pp. 1073-1087 14. Kambiz Heidarzadeh Hanzaee and Majid Mirvaisi (2011). “Customer Orientation of Service Employees: A Case Study of Iranian Islamic Banking (Based on COSE Model)”, International Journal of Marketing Studies, Vol. 3, No. 4, pp. 132-145 15. Činjarević, M. and Tatić, K. (2011). “Customer Service Quality in the Retail Banking: The case of Bosnia and Herzegovina”, The 5th International Scientific Conference, “Entrepreneurship and Macroeconomic Management: Reflections on the World in Turmoil”, Pula, Croatia, March 24th - 26th, 2011 Στο βιβλιο: Tsoukatos, E. (2008). Impact of Culture on Services Marketing: A Home Market PerΣελίδα 15 Ευάγγελος Τσουκάτος Βιογραφικό Σημείωμα Διεθνής Αναγνώριση Επιστημονικού Έργου (179 γνωστές ετεροαναφορές) spective, VDM Verlag Publishers, ISBN: 3639117573 (published 24/12/2008) 16. Mittal, S., Gera, R., & Singhvi, S. R. (2013). Developing and Testing a Hierarchical Model of Customer Perceived Service Quality for Life Insurance Services. Asia-Pacific Journal of Management Research and Innovation, 9(1), 63-76. Στη δημοσίευση: Tsoukatos, E. (2008). Applying Importance-Performance Analysis to Assess Service Delivery Performance: Evidence from Greek Insurance. EuroMed Journal of Business, 3(2): 144-162 17. Christos Sarmaniotis, Costas Assimakopoulos, Eugenia Papaioannou, (2013) "Successful implementation of CRM in luxury hotels: Determinants and measurements", EuroMed Journal of Business, Vol. 8 Iss: 2 18. Khare, A. and Singh, S. (2010). 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Abdul Rhamat Jumat, Vaughan Coffey, Martin Skitmore, (2012) "Stakeholder service delivery expectations of military facilities management", Built Environment Project and Asset Management, Vol. 2 Iss: 2 30. Ong, W.M. and Nankervis, A. (2012), “Service quality in higher education: Students’ perceptions in Australia and Malaysia”, Review of Integrative Business and Economics Research, Vol. 1, No. 1, pp. 277 – 290 31. Jung-Kee Hong, You-il Lee, (2012) "Determinants of cross-buying intentions in banking services in collectivistic culture", International Journal of Bank Marketing, Vol. 30 Iss: 5, pp.328 - 358 32. Kambiz Heidarzadeh Hanzaee and Adel Raeisi Dehkordi (2012). “Investigating gender's impact on the relationship between generation Y consumer cultural values and service quality expectations”, African Journal of Business Management, Vol. 6, No. 4, pp. 1404-1417 33. Larsen, S., Marnburg, E., Øgaard, T. (2012). “Working onboard - Job perception, organizational commitment and job satisfaction in the cruise sector”, Tourism Management, Vol. 33, No. 3, pp. 592-597 34. Prakash, A. and Mohanty R.P. (2012). “Understanding service quality”, Production Planning & Control, iFirst, pp. 1-16 35. Prakash A., Mohanty R.P., Kumar S. and Kallurkar S.P. (2011). “Validation of multiple-item scale for measuring service quality in life insurance business: structural equation modeling approach”, International Journal of Productivity and Quality Management, Vol. 8, No. 4, pp. 433-458 36. Azizah Rajab, Siti Aishah Panatik, Abdul Rahman, Hamidah Abdul Rahman, Roziana Shaari, Maisarah Saat (2011). “Service Quality in a Research University: A Post-Graduate Perspective”, Procedia - Social and Behavioral Sciences, Vol. 29,pp. 1830-1838 37. REID, V. (2011). “A STUDY OF THE INFLUENCE OF INDIVIDUALLEVEL CULTURAL VALUE ORIENTATION ON THE FORMATION OF SERVICE QUALITY EXPECTATIONS”, Thesis submitted to the University of Nottingham for the degree of Doctor of Philosophy 38. Ishaq, M.I. (2011). “An Empirical Investigation of Customer Satisfaction and Behavioral responses in Pakistani Banking Sector”, Management & Marketing Challenges for the Knowledge Society, Vol. 6, No. 3, pp. 457-470 39. Malik, M. E. and Naeem, B. (2011). “Banking Clients’ Perceived Service Quality and Behavioral Responses”, European Journal of Social Sciences, Vol. 23, No 3, pp. 466- 473 40. Alajmi, S. (2011). “The effect of national culture on service provision”, PhD Thesis, Brunel Business School, http://bura.brunel.ac.uk/handle/2438/5344 41. Sarhan, N. (2011). “The relationship between Middle Eastern tourists’ cultural values, expectations, perceptions, behavioural intentions and gold coast accommodation service Σελίδα 17 Ευάγγελος Τσουκάτος Βιογραφικό Σημείωμα Διεθνής Αναγνώριση Επιστημονικού Έργου (179 γνωστές ετεροαναφορές) quality”, PhD Thesis, School of Management - RMIT University 42. Li, H. and Mäntymäki, M. (2011). “An Empirical Examination of the Relationships between the Dimensions of Culture and E-service Quality Perceptions”, Proceedings of the 24th Bled eConference, eFuture: Creating Solutions for the Individual, Organisations and Society, June 12 - 15, 2011; Bled, Slovenia, pp. 84-101 43. Sadeghi, T. and Farokhian, S. (2011). “Survey to Measure Customer Satisfaction of the Insurance Services in Iran”, Middle East Journal of Scientific Research, Vol. 8, no 3, pp. 620624 44. Larsen, S., Marnburg, E. and Øgaard, T. 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(2009) “Alliance paradox: An empirical study of alliance portfolio effects on customer service quality in the US Airline Industry”, PhD Thesis, University of Central Florida, College of Business Administration, Department of Management (available at: http://etd.fcla.edu/CF/CFE0002505/Zhang_Zhe_200905_PHD.pdf) 60. Selimenkova, M. V. (2008). “Insurance Service and Increase of their Efficiency”, PhD Thesis, Baikal National University of Economics and Law, Irkutsk, Russian Federation (available at http://www.dissercat.com/content/strakhovoe-obsluzhivanie-i-povyshenie-ego-effektivnosti) 61. Saunders, S. G. (2008). Measuring and applying the PAKSERV service quality construct: Evidence from a South African cultural context. Managing Service Quality, 18, 442-456. 62. Query, J.T. (2008). Simultaneous estimation of price and service quality in the US passenger automobile insurance market. 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(2011). “A path analysis of perceived service quality, customer satisfaction, perceived value, and behavioural intentions in Indian retail banking”, International Journal of Financial Services Management, Vol. 5, No, 1, pp. 83 - 105 124. Gusenbauer, B. (2010). “Der Beitrag der Prospect Theory zur Beschreibung und Erklärung von Servicequalitätsurteilen und Kundenzufriedenheit im Kontext von Versicherungsentscheidungen”, Doctoral thesis, WU Vienna University of Economics and Business (http://epub.wu.ac.at/2958/) 125. Zain, M. and Kassim. N. (2010). “Innovations and Continuous Improvements and Their Impact on Firms’ Performance”, International Journal of Social Ecology and Sustainable Development, Vol. 1, No. 4, pp. 32-53 126. Zulfqar, A., Ishfaq, A., Nawaz, M.M., Usman, A. Shaukat, M.Z. and Naveed, A. (2010). “Impact of Service Quality of Short Messaging Service on Customers Retention; an Empirical Study of Cellular Companies of Pakistan”, International Journal of Business and Management, Vol. 5, No. 6, pp. 154-160 http://ccsenet.org/journal/index.php/ijbm/article/view/5495/4962 127. Ishfaq, A., Nawaz, M.M., Usman, A., Shaukat, M.Z, Naveed, A. and ul-Rehman, W. (2010). “A mediation of customer satisfaction relationship between service quality and repurchase intentions for the telecom sector in Pakistan: A case study of university students”, African Journal of Business Management, Vol. 4, No. 16, pp. 3457-3462 128. Ishfaq, A., Nawaz, M.M., Usman, A., Zulfqar, A. and Shaukat, M.Z. (2010). “What Matters the most for SMS Users? Evidence from Telecom Sector of Pakistan”, Proceedings of ICIEBM 2010, Yogyakarta – Indonesia, pp. 133-138 129. Siddiqui, H.M. and Sharma, T.G. 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(2009) “Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China”, International Journal of InΣελίδα 24 Ευάγγελος Τσουκάτος Βιογραφικό Σημείωμα Διεθνής Αναγνώριση Επιστημονικού Έργου (179 γνωστές ετεροαναφορές) formation Management, doi:10.1016/j.ijinfomgt. 2009.10.001 144. Husin, S. (2009) “Human resource management and employee perception of service quality in the Malaysian golf clubs”, PhD Thesis, University Malaya, Faculty of Business and Accountancy (http://dspace.fsktm.um.edu.my/handle/1812/596) 145. Ho, R., Huang, L., Huang, S., Lee, Rosten, A. and Tang, C.S. (2009) “An approach to develop effective customer loyalty programs: The VIP program at T&T Supermarkets Inc”, Managing Service Quality, Vol. 19 No. 6, pp. 702-720 146. Marwa, S.M., Rand, G.K., Keoy, K.H. and Koh, S.C.L. (2009), “Sustaining service excellence in the insurance industry: a Kenyan perspective”, International Journal of Value Chain Management, Vol. 3 No. 3, pp. 288-301 147. Türk, Z. (2009). Denetim Firmalarinin Sunduĝu Hizmet Kalitesi, Müsteri Tatmini ve Sadakati: SERVPERF Ölçeği, Ç.Ü. Sosyal Bilimler Enstitüsü Dergisi, Cilt 18, Sayı 1, 2009, s.399–416 148. Padma, P., Rajendran, C and Prakash Sai, L. (2009). A conceptual framework of service quality in healthcare: Perspectives of Indian patients and their attendants. Benchmarking: An International Journal, 16(2):157-191 149. Kassim, N.M. and Salaheldin, Ι., (2009). Investigating the complex drivers of loyalty in ecommerce settings, Measuring Business Excellence, 13(1):56-71 150. Astuti, S.P., Wilasari, W. and Utami, D.E. (2009), “MENINGKATKAN KUALITAS PELAYANAN DI BANK SYARIAH: Penelitian dengan Fuzzy Servqual dan Dimensi Carter”, Integritas - Jurnal Manajemen Bisnis, Vol. 2, No. 1, pp. 47 – 58 151. Chau, V.S and Kao, Y-Y. (2009). Bridge over troubled water or long and winding road?: Gap-5 in airline service quality performance measures, Managing Service Quality, 19(1):106 – 134 152. Selimenkova, M. V. (2008). “Insurance Service and Increase of their Efficiency”, PhD Thesis, Baikal National University of Economics and Law, Irkutsk, Russian Federation (available at http://www.dissercat.com/content/strakhovoe-obsluzhivanie-i-povyshenie-egoeffektivnosti) 153. Quintal, V. and Phau, I. (2008). A Structural Approach Towards Perceptions and Satisfaction of Revisit Intentions, in Spanjaard, D., Denize, S. and Sharma, N. (eds) Proceedings of the Australia and New Zealand Marketing Academy 2008 Conference, 1-3 December, Sydney Australia, ISBN 186308 144 5 154. Javadein, S. R., Khanlari, A. and Estiri, M. (2008). Customer loyalty in the sport services industry: the role of service quality, customer satisfaction, commitment and trust, International Journal of Human Sciences [Online], 5:2. Available: http://www.insanbilimleri.com 155. Kassim, N.M. and Nor Asiah, A. (2008). Customer Loyalty in e-Commerce Settings: An Empirical Study. Electronic Markets, 18(3):275-290 156. Kassim, N.M. and Salaheldin, Ι. (2008). Antecedents of customer loyalty in an e-commerce setting: an empirical study, Presented in the 2008 Oxford Business & Economics Conference, Oxford, June 22-24. 157. Loyalty Facts (2007). Verzekerd van loyaliteit? Het verband tussen kwaliteit, tevredenheid en behoud (http://www.loyaltyfacts.com/pages/index.asp?soort=categorie&cat=2) 158. Shiu, Y-M. and Yu, T-W. (2007). The Effects of Customer Relationship Programmes on Customer Loyalty in Insurance, Life Insurance Management Institute of the Republic of China (http://www.limi.org.tw/main.php?Page=SA6B2&KeyID=759983815461f60e266202) Στη δημοσίευση: Tsoukatos, E., Marwa, S. and Rand, G.K. (2004). Quality improvement in the Σελίδα 25 Ευάγγελος Τσουκάτος Βιογραφικό Σημείωμα Διεθνής Αναγνώριση Επιστημονικού Έργου (179 γνωστές ετεροαναφορές) Greek and Kenyan Insurance Industries. Archives of Economic History, 16(2): 93-116 1. Bahadori M., Abdi M., Teimourzadeh E., Ayoubian A. and Yaghoubi M. (2013) “Assessment of the Quality of Transport Services at a Military Healthcare Center using SERVQUAL model”, Journal of Military Medicine, Vol. 15, No. 3, pp. 177-183 2. Watoła, A. and Wiśniewska, M. (2013). “EXHIBITIONqual jako narzędzie oceny jakości stoiska wystawienniczego”, Problemy Jakości, 2003, No. 2, pp. 32--37 3. MURUGESAN, R. and THIRUMOORTHI, P. (2012). “SERVICE QUALITY AND ITS IMPACT ON CUSTOMER SATISFACTION TOWARDS LIFE INSURANCE IN DHARMAPURI”, Namex International Journal of Management Research, Vol. 2, No. 2, pp. 219-226 4. Sirajudeen, M. (2012), “Evaluation of service quality and its impact on customer satisfaction a life insurance experience”, International Multidisciplinary Research Journal, Vol. 2, No. 7, pp. 1-7 5. Jajaee, S.M. and Sheikh Ahmad, B.F. (2012), “Evaluating the Relationship between Service Quality and Customer Satisfaction in the Australian Car Insurance Industry”, Proceedings of the 2012 International Conference on Economics, Business Innovation, IPEDR vol.38, pp. 219-233 (2012) © (2012) IACSIT Press, Singapore 6. Ueda, M. (2011). Study on service quality metrics for decision support of MS / OR, Management School (Hokkai-Gakuen University), Vol. 9, No. 1, pp. 15-23 http://hokuga.hgu.jp/dspace/bitstream/123456789/1801/1/UEDA.pdf 7. Sandhu H. S. and Bala N. (2011). “Customers’ Perception towards Service Quality of Life Insurance Corporation of India: A Factor Analytic Approach”, International Journal of Business and Social Science, Vol. 2, No. 18, pp. 219-231 8. Neetu, B., Sandhu, H.S. and Nagpal, N. (2011). “Measuring Life Insurance Service Quality: An Empirical Assessment of SERVQUAL Instrument”, International Business Research Vol. 4, No. 4, pp. 176-190 9. Markovic, S. and Raspor, S. (2010). “Measuring Perceived Service Quality Using SERVQUAL: A Case Study of the Croatian Hotel Industry”, Management (ISSN 1854 4223), Vol. 5, No. 3: 195–209 10. Vera, J.M. and Trujillo, A.L. (2009), “El Papel de la Calidad del Servicio del Restaurante como Antecedente de la Lealtad del Cliente”, Panorama Socioeconómico Año 27, No. 38, pp. 16-30 11. Marwa, S.M. (2007), “Pre-merger Service Quality Audits and the Due Diligence Process: Case of Apollo and Pan Africa Insurance Companies”, The Journal of Academy of Taiwan Business Management Review, Vol. 3 (3), pp. 1-8. Στη δημοσίευση: Tsoukatos, E., Karagiannis, S. (2003). Potential uses of Linear Programming in small enterprises – The case of allocating advertising expenses of a small service company in Crete, Archives of Economic History, 15(1): 163-178 12. Karagiannis, S. and Apostolou, D. (2010). “Regional Tourism Development using Linear Programming and Vector Analysis”, Science Inquiry Journal, Issue II, 1(2010), pp 25-32 13. Karagiannis, S. (2005). Kreta — Absage an den Massentourismus — Förderung des Ökotourismus, Tourism Review, 60(2): 16-20 Σελίδα 26 Ευάγγελος Τσουκάτος Βιογραφικό Σημείωμα Διεθνής Αναγνώριση Επιστημονικού Έργου (179 γνωστές ετεροαναφορές) Στη δημοσίευση: Karagiannis, S. and Tsoukatos, E. (2003). Heritage as an Alternative Tourist Product: The Case of the Spinaloga Islet in Greece, Anatolia: An International Journal of Tourism and Hospitality Research, 14(2): 161-168 (Research Report) 14. Kleidis, M. (2006). Marketing cultural and heritage tourism in Crete, International Conference of Trends, Impacts and Policies on Tourism Development, Hellenic Open University, Heraklion, Crete, GREECE 15-18 June 2006. 15. Karagiannis, S. (2005). Kreta — Absage an den Massentourismus — Förderung des Ökotourismus, Tourism Review, 60(2): 16-20 16. Karagiannis, S. and Apostolou, A. (2004). Knowledge Management in Eco-tourism: A Case Study, in D. Karagiannis and U. Reimer (Eds.), Practical Aspects of Knowledge Management ( pp. 508-521), Lecture Notes in Computer Science Series, Springer-Verlag Berlin Heidelberg Στην Παρουσίαση: Tsoukatos E., Karagiannis S. and Papailias T. (2003). Prospects in the Labour Market for the Graduates of the Technological Educational Institute (ATEI) of Crete, in G. Papadourakis ed., Proceedings of the 3d International Conference on “New Horizons in Industry and Education”, Santorini Island, August 2003 17. G.M. Papadourakis, “New Horizons in Industry and Education: Introduction and conference overview”, {\em career counselling and education strategies}, Industry and Higher Education, pp.81-88, April 2004. Στην Παρουσίαση: Papoutsakis H.E. and Tsoukatos E.K. (2001). Employability Skills in Non – Professional Occupations (ESPO), in G. Papadourakis ed., Proceedings of the 2nd International Conference on “New Horizons in Industry and Education”, Milos Island, September 2001 18. G.M. Papadourakis, “New Horizons in Industry and Education: Introduction and conference overview”, {\em Industry and Higher Education}, Industry and Higher Education, October 2002, pp.277-282.. Στη δημοσίευση: Tsoukatos, Ε. and Exarhos, G. (2004). Spinalonga – From Yesterday of Pain to Today of Hope – A Tourism Development Study, «Research», 49(133): 17-22 (in Greek) 19. Έξαρχος, Γ. και Καραγιάννης, Σ. (2004), Αγροτουρισμός: Μοχλός για την ανάπτυξη της υπαίθρου, Επιστημονικές Εκδόσεις Κέντρου Τεχνολογικών Ερευνών Κρήτης, Θεσσαλονίκη Στη δημοσίευση: Tsoukatos, E., Exarhos, G., Karagiannis, S. and Papailias T. (2003). The organizational structure of tourism enterprises – The case of Crete, «Research», 39(123): 42-45 (in Greek) 20. Έξαρχος, Γ. και Καραγιάννης, Σ. (2004), Αγροτουρισμός: Μοχλός για την ανάπτυξη της υπαίθρου, Επιστημονικές Εκδόσεις Κέντρου Τεχνολογικών Ερευνών Κρήτης, Θεσσαλονίκη Στη δημοσίευση: Karagiannis, S. and Tsoukatos, E. (2003). Quality assurance mechanisms in hotel reception departments. The case of Crete, «Research», 46(130): 50-53 (in Greek) 21. Έξαρχος, Γ. και Καραγιάννης, Σ. (2004), Αγροτουρισμός: Μοχλός για την ανάπτυξη της υπαίθρου, Επιστημονικές Εκδόσεις Κέντρου Τεχνολογικών Ερευνών Κρήτης, Θεσσαλονίκη Σελίδα 27