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Curriculum Vitae Dr Evangelos Tsoukatos Assistant Professor, TEI of Crete – Department of Finance and Insurance Contact Details Work Address TEI of Crete, Department of Finance and Insurance, P.O.Box 128, 72100, Agios Nikolaos, Greece Home Address Rogdia, POB 54, 71414, Gazi, Municipality of Malevizi, Crete, Greece Phone Contac Work: +30 28410 91202 Home: +30 2810 841128 Mobile: +30 6932 304216 Fax: +30 28410 82879 e-mail [email protected] URL http://teicrete.academia.edu/EvangelosTsoukatos Education July 2003 to July 2007 Ph.D. in Management Science, Lancaster University Management School, Department of Management Science October 1977 to Oc- tober 1978 M.Sc. in Operational Research. Lancaster University Management School, Department of Operational Research & Operations Man- agement. October 1976 to June 1977 Postgraduate Diploma in Operational Research. Lancaster Uni- versity Management School, Department of Operational Research & Operations Management. October 1971 to June 1976 B.Sc. in Mathematics. “Aristotelion” University of Thessalonica

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Page 1: Curriculum Vitae - A3ES · 2013-01-21 · Lecturer, TEI of Crete, Department of Accounting October 1997 to April 2004 Trainer, Scientific Coordinator and Organizer of Vocational Training

CCuurrrriiccuulluumm VViittaaee

Dr Evangelos Tsoukatos Assistant Professor, TEI of Crete – Department of Finance and Insurance

Contact Details

Work AddressTEI of Crete, Department of Finance and Insurance, P.O.Box 128, 72100, Agios Nikolaos, Greece

Home AddressRogdia, POB 54, 71414, Gazi, Municipality of Malevizi, Crete, Greece

Phone Contac

Work: +30 28410 91202 Home: +30 2810 841128 Mobile: +30 6932 304216 Fax: +30 28410 82879

e-mail [email protected]

URL http://teicrete.academia.edu/EvangelosTsoukatos

Education

July 2003 to July 2007

Ph.D. in Management Science, Lancaster University Management School, Department of Management Science

October 1977 to Oc-tober 1978

M.Sc. in Operational Research. Lancaster University Management School, Department of Operational Research & Operations Man-agement.

October 1976 to June 1977

Postgraduate Diploma in Operational Research. Lancaster Uni-versity Management School, Department of Operational Research & Operations Management.

October 1971 to June 1976

B.Sc. in Mathematics. “Aristotelion” University of Thessalonica

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Tsoukatos Κ .Evangelos Curriculum Vitae

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Awards - Distinctions

2007

Winner of the Lancaster University Management School 2007 Brian Kingsman prize for best doctoral researcher.

PhD Thesis recognized by the British Library as “…. being of high scholarly value”

2009 EuroMed Research Business Institute Contributor Award for

the year 2009 “in recognition of extraordinary contribution to the Institute”

2011

Outstanding Paper Award Winner at the Literati Network Awards for Excellence for the publication:

Tsoukatos, E., Mastrojianni, E. (2010). “Key Determinants of Service Quality in Retail Banking”, EuroMed Journal of Busi-ness, Vol. 5, No. 1, pp. 85-100

Professional Membership

Economic Chamber of Greece

Member (Reg. No.0075026/14)

Hellenic O.R. Society Full Member

Professional Accreditation

Economic Chamber of Greece

Registered Financial Professional (Reg. No. 1404075026)

National Accreditation Center for Continuing

Vocational Training

Registered Trainer of Continuing Vocational Training (Reg. No. 703076)

Employment

Since July 2012Assistant Professor in Management, TEI of Crete, Department of Fi-nance and Insurance

May 2006 to July 2012 Lecturer, TEI of Crete, Department of Finance and Insurance

Since February 2012 Visiting Fellow, Gloucester University Management School (PhD

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Employment

Supervision)

Since October 2011 Visiting Lecturer, Hellenic Open University – MBA programme

Since October 2007Visiting Lecturer, MSc in Business Economics, Finance and Banking, Portsmouth University – Management School

February 1996 to May 2006

Lecturer, TEI of Crete, Department of Accounting

October 1997 to April 2004

Trainer, Scientific Coordinator and Organizer of Vocational Training Programs

June 1982 to April 2004

Partner, Administrator and Chief Executive Officer of Information Technology companies

August 1975 to August 1995

Private Insurance Consultant, Interamerican S.A.

Teaching Experience

May 2006 - todayLecturer/Assistant Professor, Technological Educational Institute of Crete, Department of Finance and Insurance

October 2007 – todayLecturer, Dissertation Tutoring. MSc in Business Economics, Finance and Banking, Portsmouth University, department of Economics (joint-ly delivered with Technological Educational Institute of Crete).

October 2008Visiting Lecturer - Lithuanian University of Agriculture, Faculty of Economics and Management/Department of Business Management

February 1996 to May 2005

Visiting Lecturer, Technological Educational Institute of Crete, de-partments of: Accounting, Cooperative Organizations, Finance and Insurance

October 1997 to April 2004

Coordinator and Trainer in Vocational Training Programmes

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Research Interests and Participation in Research Programs

Current Research Interests

Services Management, Service Quality, Customer Behaviour, Culture’s effects on Service Quality Perceptions and Customers’ Behaviour

Research Positions

1. EuroMed Research Business Institute, Associate Research Fellow

2. EuroMed Research Business Institute, Executive Research Committee Member

3. Department of Finance and Insurance, Research Support Unit Member

4. Centre for Technological Research – Crete, Main Researcher at the Operational Research and Regional Development Division

Dissertations/Theses Tutoring

Doctoral Research (Gloucester Management School)

Georgia Mouzoura, Stock Market Volatility and Human Behavior: Antecedents of Small Investors’ Risk Taking Profiles

MBA Dissertations (Hellenic Open University)

Charalampos Diamantidis, Market Analysis of the Greek Retail Banking Sector

Anna Keskilidou, The evaluation system of human resources in ATE bank

MSc Dissertations (MSc in Business Economics, Finance and Banking)

Maria Mastoraki, Electronic banking and customer loyalty in Greece

Maria Maravgaki, The Impact of Technology on Service Quality in the Banking Sec-tor

Evmorfia Mastrojianni, Service Quality Determinants in Greek Banking

Eleni Minadaki, Service Quality Determinants in E-Banking in Greece

Konstantinos Acheilas, Credit Crunch Implications on Customers’ Perceptions of Electronic services: Evidence from the Greek Retail Banking Industry

Evgenia Mylonaki, How demographic characteristics and cultural values affect in-vestment risk tolerance of individuals

Xenia Vasalou, Factors affecting investment risk tolerance of individuals: the im-pact of culture

Maria Koulentaki, Evaluation of Banking – specific Service Performance Metrics

Maria Vasilaki, Revisiting the Influence of Culture on Service Expectations in Fi-nancial Services

Despina Klimatsida, Gender based barriers in management

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Evi Plaiti, Gender role stereotypes and requisite management characteristics: The case of Greece

Agapi Vathianaki, “Managing banking customers’ behavior under acute financial crisis conditions”

Manos Fanourakis, “Small Investors’ Financial Risk Taking Attitudes acute financial crisis conditions”

Participation in Research Programmes

2010 – today International Research

Programme “Meaning of Values in the Public Sec-

tor Across Cultures”

Coordinator of the Greek Working Group

Programme led by the Institute of Labor Studies (IEL) at ESADE Business School, Barcelona, Spain. Research is focused on analyzing:

Meaning of values across cultures/countries Relationships between values and personal characteristics

(gender, age, education, religiosness, etc.) Differences between subcultures across countries.

Centre for Technological Research, Crete

1. Coordinator and Principal Investigator of the study: "Feasi-bility and sustainability of Businesses based on new meth-ods and products developed under the HEI-NET Research Programme”

2. Participation in the project: "Collection, digitalization and documentation of material relating to the particular char-acteristics of Lasithi in Culture, Tourism, Environment and Economy: Collection and Documentation of Material" (01/07/2006-14/11/2006)

3. Participation in the research team for the “Feasibility Study and Implementation Study for the new Department of Fi-nance and Insurance, of TEI of Crete in Agios Nikolaos”. (2003)

Pedagogical Institute of Greece- School Career

Guidance Division

Coordinator and Principal Investigator of the following studies in Lasithi (2006):

1. “Business Perspectives of high school graduates in-Lasithi”

2. “Employment opportunities in Lasithi”

3. “Employment opportunities of persons with disabilities in Lasithi”

Actions 3.1., 3.2. and 3.3., Measure 2.4: “Vocational guidance and liaison with the Labour Market"/ Step 2.4.1: “Counseling and Career Guidance"/ Acts 2.4.1.a: “Aiding Counseling and Career Guidance Structures” / Title: Upgrading KESYP - GRASEP

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Research Interests and Participation in Research Programs

1998 – 2000, “Employa-bility Skills for non Pro-

fessional Occupations (ESPO)”, under the Leo-

nardo Da Vinci EU ac-tion.

Member of the Greek working party.

Multinational research project that was designed to compare trends and skill requirements related to 20 occupations in 4 countries (France, Greece, Iceland and Italy). The project was financed by the European Programme Leonardo da Vinci. The methodology was based on a study of 100 occupations held in 1995, in Iceland by Gerdur G. Oskarsdottir. (10/01/1998 to 08/31/2000

2003 – 2004, VELVITT (Virtual Electronic

Learning in Vocational Initial Teachers Train-

ing), under the Leonardo Da Vinci EU action.

National Coordinator (Greece) from 01/07/2003 to 31/08/2004.

Aim of the project was to comparatively examine the use of vir-tual e-learning environment in basic teacher training vocational and technical education across the participating countries,

2004 – 2005, Multina-tional Research Program

RIUFICEET, under the ALFA EU action.-

National Coordinator (Greece) from 18/05/2004 to 28/02/2005. Main aims of the project were:

1. To compare technology education and vocational training organizations across participating countries

2. To design a joint research framework for the development and harmonization of education and training

3. To compare training evaluation methods

2004, “Archimedes” Na-tional Research Program

“Economic effects of tourist development: A

framework of economic and social changes”

Member of the research team.

Technological Educa-tional Institute of Crete –

Career Services Unit

1. Study on the "Labour Market in Crete and the position of the TEI Graduate" based on primary data (January-February 2000)

2. Study on "The Profile of TEI Graduate" based on primary data (January-February 2000)

Research Proposals Currently Under Evaluation

Dates Title Funding Role Budget

2012-2014 Value Reengineering and Innovation in the Public Sector (VARIPS)

ENPI CBCMED

Coordinator € 899.870,00

2012-2014 Youth Cultural Creativity Development with ICT tools (YOU CREATE)

ENPI CBCMED

TEI of Crete research team coordinator

€ 1.250.000,00

2012-2014 Pertinent DSS Modelling of Water Management in the Mediterranean Sea Basin

ENPI CBCMED

EMRBI re-search team coordinator

€ 1.264.435,00

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Participation in Educational Programmes

International Programmes

“Cross-Cultural Management Intensive Program”

General Programme Coordinator and Coordinator of the TEI of Crete working group (http://ccmip.teicrete.gr/. The programme is 100% funded by Erasmus LLP – IKY.

Budget:

2009 – 2010: € 125,005.75 2010 – 2011: € 80,543.50 2011 – 2012: € 80.830,00

Partner Institutions: Country Institution

Croatia University of Rijeka

Cyprus University of Nicosia

European University

Finland Vaasa University of Applied Sciences

Germany Albstadt-Sigmaringen University

Greece TEI of Crete (Coordinating Institution)

Lithuania Vilnius University

Portugal Porto Polytechnic Institute

University of Minho

Slovak Republic Slovak University of Agriculture

Spain ESADE

University of Leon

UK

Salford Business School

Leeds Metropolitan University

University College London

National Programmes

2010 – 2013 Technological Education-al Institute of Crete – Stu-

dents’ Practicum Pro-gramme

Programme Coordinator for the Department of Finance and Insurance budget € 168.000,00)

Insurance Intermediaries’ Seminars, organized by

the department of Finance and Insurance of TEI of

Crete

Educational coordinator and trainer. 19/09/2007 to 19/10/2007, 01/05/2008 to 30/06/2008, 13/10/2008 to 31/10/2008.

Centre for Technological Research, Crete

2007. Coordinator of vocational programmes delivered to TEI of Crete’s employees as follows:

a) Computer use in office organization

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Participation in Educational Programmes

b) Teaching methodology and counseling seminar

c) Advanced technologies for developing e-content

TEI of Crete, Agios Niko-laos Campus

2005. Participation in the study group for drafting the pro-posed new department entitled "Business Planning and In-formation Systems"

TEI of Crete, Under Graduate Studies’ Pro-

gramme – Department of Accounting

Participation in the programme. 01/10/2003 to 31/12/2003, 10/12/2004 to 10/01/2005 and 10/10/2005 to 28/02/2006

1. Implementation of research for establishing the profile of the department’s graduate

2. Developed modules relevant to the application of IT in Quantitative Methods

3. Developed Operational Research and TQM modules

Expansion of Higher Edu-cation 2003 – 2006, TEI of Crete, Department of Finance and Insurance

01/12/2004 to 31/01/2005, 10/10/2005 to 30/11/2005, 08/02/2006 to 31/03/2006 and 01/07/2007 to 31/08/2007.

1. Participation in the working group implementing the fea-sibility study for establishing the Department of Finance and Insurance

2. Developed “Insurance” and "Quality Management" mod-ules

3. Participation in the Internal Evaluation System

Expansion of Higher Edu-cation 2003 – 2006, TEI of Crete, Department of

Marketing and Advertis-ing

01/04/2004 to 31/08/2004, 01/12/2004 to 28/02/2005 and 10/10/2005 to 30/11/2005.

Developed the Operational Research and Regional devel-opment Research Lab

TEI of Crete, Vocational Training Programmes

03/11/1997 to 22/12/1997 “SMEs Organization and Man-agement”, Coordinator

01/09/1997 to 22/12/1997 “Business Management Essentials and Methods”, Coordinator

Publications

Books

Tsoukatos, E. (2009). Impact of Culture on Services Marketing: A Home Market Perspective, VDM Verlag Publishers, ISBN: 3639117573

PhD Thesis

Tsoukatos, E. (2007). Customer behaviour, service quality and the effects of culture: A quanti-tative analysis in Greek insurance, PhD Thesis, Lancaster University Management School. April 2007.

Book Chapters

1. Tsoukatos, E. (2012), “Gender and Cultural Idiosyncrasies of Perceived Entrepreneurial Personality Traits: An Empirical Study in Greece”, in D. Vrontis, A. Thrassou (eds.), Inno-vative Business Practices: Prevailing a Turbulent Era, Cambridge Scholars Publishing

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Publications (Forthcoming)

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 Ec-lective Perspectives- Handbook on International Consumer Behavior, (pp. 20-36), Access. UK.

3. Papoutsakis, H. and Tsoukatos, E. (2000). ESPO, Results of 20 Non-Professional Occupa-tions in Greece, in Oskarsdottir, G.G., Busetta, P., Ginestie, J. and Papoutsakis, H. (Eds), Employability Skills in Non-Professional Occupations: A Four-Country Comparative Re-search Project, University of Iceland Press, Reykjavik

Edited Books

Proceedings of the 4th Annual Conference of the EuroMed Academy of Business “Business re-search 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 Kaufmann, (http://emab2011.teicrete.gr/index.php/conference-proceedings)

Edited Journal Special Issues

1. Cross Cultural Management: An International Journal, ISSN: 1352-7606, Vol. 18 No. 3, Published: 2011, p263, Special Issue: Challenges in cross-cultural research: managerial perspectives on political marketing, negotiations, ethnic discrimination, economic de-velopment, 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

Papers in Peer-Reviewed Journals

1. Giovanis, A.N. and Tsoukatos, E. (2012), “On the relationships between logistics service de-liverables, customer satisfaction and loyalty in industrial supply chains”, Journal for In-ternational Business and Entrepreneurship Development, Forthcoming

2. Tsoukatos, E., Koulentaki, M. (2012). “Direct and indirect effects of satisfaction on ser-vice loyalty dimensions”, World Review of Entrepreneurship, Management and Sustaina-ble Development, Forthcoming

3. Tsoukatos, E., Koulentaki, M. (2011). “A structural equations approach to assessing alter-native 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

4. Tsoukatos, E., Mastrojianni, E. (2010). Key Determinants of Service Quality in Retail Banking, EuroMed Journal of Business, Vol. 5, No. 1, pp. 85-100

5. Tsoukatos, E. (2008). Applying Importance-Performance Analysis to Assess Service De-livery Performance: Evidence from Greek Insurance. EuroMed Journal of Business, Vol. 3, No. 2, pp. 144-162

6. 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, (http://www.ijmc.org.uk/IJMC%20Issue%2010.3.pdf )

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Publications 7. Tsoukatos, E. and Rand, G.K. (2007). Cultural Influences on Service Quality and Custom-

er Satisfaction: Evidence from Greek Insurance. Managing Service Quality, Vol. 17, No. 4, pp. 467-485

8. Tsoukatos, E. and Rand, G.K. (2006). Path analysis of perceived service quality, satisfac-tion and loyalty in Greek insurance. Managing Service Quality, Vol. 16, No. 5, pp. 501-519

9. 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

10. Tsoukatos, E. (2003). The Private Insurance Industry in Greece, Archives of Economic History, Vol. 15, No. 2, pp. 105-122

11. Tsoukatos, E., Karagiannis, S. (2003). Potential uses of Linear Programming in small en-terprises – The case of allocating advertising expenses of a small service company in Crete, Archives of Economic History, Vol. 15, No. 1, pp. 163-178

12. 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)

Non Peer-Reviewed Papers

1. 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)

2. Karagiannis, S., Papailias T. and Tsoukatos, E. (2003). Management Principals of a Tour-ism Enterprise, «Research», 38(123):43-47 (in Greek)

3. 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)

4. Karagiannis, S. and Tsoukatos, E. (2003). Quality assurance mechanisms in hotel recep-tion departments. The case of Crete, «Research», 46(130):50-53 (in Greek)

5. Karagiannis, S. and Tsoukatos, E. (2003). Marketing – Management issues in tourism en-terprises, «Research», 47(131):15-20 (in Greek)

Peer-Reviewed Presentations in Conference Proceedings

1. Tsoukatos, E. (2012). “Gender and cultural stereotypes on entrepreneurial requisite charac-teristics: An empirical study among business students in Greece.”, accepted for presenta-tion in 5th Annual EuroMed Conference “Building New Business Models for Success through Innovation, Entrepreneurship, Competitiveness and Responsibility", Glion-Montreux, Switzerland, 4th - 5th October 2012

2. Giovanis, A.N. and Tsoukatos, E. (2012). “Understanding the Relationships of LSQ, Satis-faction and Loyalty in Manufacturing Supply Chains”, accepted for presentation in 5th An-nual EuroMed Conference “Building New Business Models for Success through Innova-tion, Entrepreneurship, Competitiveness and Responsibility", Glion-Montreux, Switzer-land, 4th - 5th October 2012

3. Tsoukatos, E. and Koulentaki, M. (2011). “Causality of relationships between the dimen-sions of customer Loyalty in services markets: Evidence from banking”, The 4th Annual EuroMed Conference “Business Research Challenges in a Turbulent Era”, October 19-22, Elounda, Crete, Greece

4. 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

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Publications International Congress “Entrepreneurship, Competitiveness and Growth in South-Eastern Europe, University of Macedonia, Thessaloniki, Greece, 23-25 September 2004

5. 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.

6. 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. Papadoura-kis ed., Proceedings of the 3d International Conference on “New Horizons in Industry and Education”, Santorini Island, August 2003

7. Karagiannis S., Tsoukatos E. and Papailias T. (2003). Allocating advertising expenses us-ing linear programming and MS-Excel, in P.G. Ipsilantis ed., Proceedings of the 16th Na-tional Conference of the Hellenic OR Society – Project Management and Administration, Larissa 25-27 September, Vol B’:139 – 144

8. Papoutsakis H.E. and Tsoukatos E.K. (2001). Employability Skills in Non – Professional Occupations (ESPO), in G. Papadourakis ed., Proceedings of the 2nd International Confer-ence on “New Horizons in Industry and Education”, Milos Island, September 2001

Peer-Reviewed Conference Presentations (in Abstract Books)

1. 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 01-234-2256-567-46-8)

2. Koulentaki, M., Tsiotsis, C. and Tsoukatos, E. (2010). “Evaluation of alternative models of Banks’ service performance”. 9th Special Conference of HELORS, May 27 – 29, Techno-logical Educational Institute of Crete, Agios Nikolaos, Greece.

3. 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: 978-9963-634-76-7).

4. 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

5. 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

6. Tsoukatos, E. and Marwa, S. (2004). Diagnosis & Improvement of Service Quality in the Insurance Industries of Greece & Kenya, EURO XX, 20th European Conference on Opera-tional Research OR and the Management of Electronic Services, Rhodes, Greece July 4-7

7. Marwa, S. and Tsoukatos, E. (2004). Traditional Services Transformation: the application of ecommerce in the insurance industry, EURO XX, 20th European Conference on Opera-tional Research OR and the Management of Electronic Services, Rhodes, Greece, July 4-7

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Editorial Experience

1. EuroMed Journal of Business, Member of the Editorial Board

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 Edito-rial Board

Membership in Conference Committees

Member of the Scientific and Organizing Committees, Track Organizer and Chair, 5th An-nual EuroMed Conference "Building New Business Models for Success through Innovation, Entrepreneurship, Competitiveness and Responsibility", Glion-Montreux, Switzerland, 4th - 5th October 2012

Conference Chair, Member of the Scientific and Organizing Committees, Track Organizer and Chair, 4th Annual EuroMed Conference, Elounda, Crete, Greece, October 20-21, 2011

Track Organizer and Chair: 3d Annual EuroMed Conference, Nicosia, Cyprus, November 4-5, 2010

Track Organizer and Chair: 2nd Annual EuroMed Conference, Salerno, Italy, Oct. 26-28 2009

Track Organizer and Chair: 1st Annual EuroMed Conference “European and Mediterrane-an Trends and Challenges in the 21st Century”, Marseilles, Nov. 17-18, 2008

DR.A.T.T.E., 2010 International Conference on Tourism and Hospitality Management, member of Research Programme Review Committee

Member of the Scientific and Organizing Committee of the 9th Special Annual EEEE (HELORS) International Conference on “Quantitative Models in the Managerial and Fi-nancial Decision Making”, Agios Nikolaos 28 - 29 May 2010.

Membership in International Research Bodies

1. EuroMed Research Business Institute (EMRBI)

Chair of the “Cross-Cultural Management” Research Committee (http://www.emrbi.com/main.asp?sel_nav1=173&sel_nav2=120&cat=site &submenu=sub6&sel_header=Cross-Cultural%20Management)

Chair of the “International Management” Research Group (http://www.emrbi.com/main.asp?sel_nav1=173&sel_nav2=143&cat=

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Membership in International Research Bodies

site&submenu=sub6&sel_header=International%20Management)

2. European Retail Academy (ERA) (http://www.european-retail-academy.org/page.php?page=members)

3. Emerald Literati Network

4. CIRCLE, Centre for International Research in Consumers Location and their Environments

Refereeing

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

International Journal of Organizational Analysis

Journal of Management Research

The Academy of International Business (UK & Ireland Chapter) 37th Annual Con-ference, 8-10 April 2010, “Regionalism and Globalisation”

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

1st Annual EuroMed Conference “European and Mediterranean Trends and Chal-lenges 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

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Refereeing

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 Aca-demic Network Lifelong Learning Programme)

Known Citations (131 in total)

To the peer-reviewed paper:

Tsoukatos, E., Mastrojianni, E. (2010). Key Determinants of Service Quality in Retail Bank-ing, EuroMed Journal of Business, Vol. 5, No. 1, pp. 85-100

1. ECHCHABI Abdelghani, (2012), "Applying Servqual To Banking Services: An Explorato-ry Study In Morocco", Studies in Business and Economics, Lucian Blaga University of Si-biu, Faculty of Economic Sciences, vol. 7(1), pages 62-72

2. Christer Strandberg, Olof Wahlberg, Peter Öhman, (2012) "Challenges in serving the mass affluent segment: bank customer perceptions of service quality", Managing Service Quali-ty, Vol. 22 Iss: 4, pp.359 - 385

3. 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

4. Bhavesh Vanparia (2012). "An Analysis of Service Quality Formulation and its Measure-ment in India», Proceedings of Ninth AIMS International Conference on Management Jan-uary 1-4, pp. 1073-1087

5. Kambiz Heidarzadeh Hanzaee and Majid Mirvaisi (2011). “Customer Orientation of Ser-vice Employees: A Case Study of Iranian Islamic Banking (Based on COSE Model)”, In-ternational Journal of Marketing Studies, Vol. 3, No. 4, pp. 132-145

6. Činjarević, M. and Tatić, K. (2011). “Customer Service Quality in the Retail Banking: The case of Bosnia and Herzegovina”, The 5th International Scientific Conference, “Entrepre-neurship and Macroeconomic Management: Reflections on the World in Turmoil”, Pula, Croatia, March 24th - 26th, 2011

To the peer-reviewed paper:

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

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Known Citations (131 in total)

7. Khare, A. and Singh, S. (2010). Antecedents to Indian customers’ attitude towards online insurance services, International Journal of Business Competition and Growth, 1(1): 19-30

8. Sachdeva, D., Mittal, R-K. and Solanki, R-B. (2010). Employee opinion of human resource practices in Indian knowledge process outsourcing companies, International Journal of In-dian Culture and Business Management, 3(4): 363-383

To the peer reviewed presentation:

Mastrojiani E. and Tsoukatos E. (2008). Service Quality Determinants in Retail Banking: Evi-dence from the Greek Banking Industry. 1st Annual EuroMed Conference, European and Med-iterranean Trends and Challenges in the 21st Century, November 17-18, 2008, Marseille, France

9. Filiz, Z., Yilmaz, V. and Yagizer, C. (2010). “BELEDİYELERDE HİZMET KALİTESİNİN SERVQUALANALİZİ İLE ÖLÇÜMÜ: ESKİŞEHİR BELEDİYELERİNDE BİR UYGULAMA”, Anadolu University Journal of Social Scienc-es, Vol. 10, No. 3, pp. 59–76

To the peer-reviewed paper:

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

10. Ong, W.M. and Nankervis, A. (2012), “Service quality in higher education: Students’ per-ceptions in Australia and Malaysia”, Review of Integrative Business and Economics Re-search, Vol. 1, No. 1, pp. 277 – 290

11. 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

12. Kambiz Heidarzadeh Hanzaee and Adel Raeisi Dehkordi (2012). “Investigating gender's impact on the relationship between generation Y consumer cultural values and service qual-ity expectations”, African Journal of Business Management, Vol. 6, No. 4, pp. 1404-1417

13. Larsen, S., Marnburg, E., Øgaard, T. (2012). “Working onboard - Job perception, organiza-tional commitment and job satisfaction in the cruise sector”, Tourism Management, Vol. 33, No. 3, pp. 592-597

14. Prakash, A. and Mohanty R.P. (2012). “Understanding service quality”, Production Plan-ning & Control, iFirst, pp. 1-16

15. 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 mod-eling approach”, International Journal of Productivity and Quality Management, Vol. 8, No. 4, pp. 433-458

16. 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

17. 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

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Known Citations (131 in total)

Doctor of Philosophy

18. 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

19. Malik, M. E. and Naeem, B. (2011). “Banking Clients’ Perceived Service Quality and Be-havioral Responses”, European Journal of Social Sciences, Vol. 23, No 3, pp. 466- 473

20. Alajmi, S. (2011). “The effect of national culture on service provision”, PhD Thesis, Brunel Business School, http://bura.brunel.ac.uk/handle/2438/5344

21. Sarhan, N. (2011). “The relationship between Middle Eastern tourists’ cultural values, expectations, perceptions, behavioural intentions and gold coast accommodation service quality”, PhD Thesis, School of Management - RMIT University

22. 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

23. 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. 620-624

24. Larsen, S., Marnburg, E. and Øgaard, T. (2011). “Working onboard e Job perception, organizational commitment and job satisfaction in the cruise sector”, Tourism Management, xxx (2011), pp. 1-6, http://dx.doi.org/10.1016/j.tourman.2011.06.014

25. Kumbhar, V. M. (2011). “Customers’ Satisfaction in ATM Service: An Empirical Evidence from Public and Private Sector Banks in India”, Management research and Practice, Vol. 3, No. 2, pp: 24-35

26. Tsiligiris, V. (2011). “EDUQUAL: Measuring cultural influence on students’ expectations and perceptions in Cross Border Higher Education”, HEIR Conference 2011, 4th Annual UK and Ireland Institutional Research Conference, Kingston University London, 16/17 June 2011

27. Alajmi, S. (2011). “The effect of national culture on service provision”, PhD Thesis, Brunel Business School, http://bura.brunel.ac.uk/handle/2438/5344

28. Etgar, M. and Fuchs, G. (2011). “Does Ethnic/Cultural Dissimilarity Affect Perceptions of Service Quality?”, Services Marketing Quarterly, Vol. , No. 2, pp. 113 - 128

29. Alrubaiee, L. and Alkaa'ida, F. (2011). “The Mediating Effect of Patient Satisfaction in the Patients' Perceptions of Healthcare Quality – Patient Trust Relationship”, International Journal of Marketing Studies, Vol. 3, No. 1, pp. 103 – 127

30. Groseecker, T.C.F. (2010). “The impact of culture, expertise and demographics on the level of importance internal customers assign to different internal service quality dimensions”, DBA Thesis, Grenoble Ecole de Management, Doctoral School

31. Jayasundara, C., Ngulube, P. and Minishi-Majanja, M.K. (2010). “Using focus groups to investigate service quality determinants for customer satisfaction in selected university libraries in Sri Lanka”, South African Journal of Libraries and Information Science, Vol. 76, No 2, pp. 118-128

32. Yaghi, D. (2010). “A customised scale for measuring retail service quality in a college

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Known Citations (131 in total)

shop: a context specific approach”, DBA Thesis, Northumbria University (http://hdl.handle.net/10145/118069)

33. Sit, W-Y., Ooi, K-B., Loke, S-P. and Han, G.T.W. (2011). “TQM and service quality: a survey of commercial banking industry in Malaysia”, International Journal of Services, Economics and Management, Vol. 3, No. 1, pp. 78-91

34. Singh, G., Pathak, R.D and Naz, R. (2010). “Public service delivery in Fiji, Solomon Islands and Papua New Guinea: analysing quality in public services”, International Journal of Services and Standards, Vol. 6, No 2, pp. 170-193

35. Keswani, S. and Chaturvedi, M. (2009). “Impact of Customer’s Awareness on Their Satisfaction: A Study on E-Banking in Gwalior City”, SIES Journal of Management, Vol.6(2): 81-93

36. Jayasundara, C. C., (2009). Developing a model for predicting customer satisfaction in relation to service quality in university libraries in Sri Lanka, PhD Thesis, University of South Africa, Information Science (available at: http://hdl.handle.net/10500/3194)

37. Dash, S., Bruning, E. and Acharya, M. (2009). The effect of power distance and individualism on service quality expectations in banking: A two-country individual- and national-cultural comparison, International Journal of Bank Marketing, 27(5): 336 – 358

38. Etgar, M. and Fuchs, G. (2009). Why and how service quality perceptions impact consumer responses, Managing Service Quality, 19(4): 474 - 485

39. Zhang, Z. (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)

40. Selimenkova, M. V. (2008). “Insurance Service and Increase of their Efficiency”, PhD Thesis, Baikal National University of Economics and Law, Irkutsk, Russian Federation (http://www.dissercat.com/content/strakhovoe-obsluzhivanie-i-povyshenie-ego-effektivnosti)

41. 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.

42. Query, J.T. (2008). ”Simultaneous estimation of price and service quality in the US passenger automobile insurance market”, Pravartak – The Journal of Insurance and Risk Management, National Insurance Academy, Pune, India:3(4):51-65

43. Kueh, K. and Voon, B-H. (2007). ”Culture and service quality expectations: Evidence from Generation Y consumers in Malaysia”, Managing Service Quality, 17(6);656-680

44. Sibley, R.E. (2007). ”Combining attitudinal and transaction-specific measures in latent constructs”, Innovative Marketing, 3(4):41-50.

To the peer-reviewed paper:

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

45. Rambusch, R.V. (2012), “Determinanten der internen Kundenzufriedenheit mit dem Con-trollerbereich– Konzeptualisierung, Operationalisierung und Messung”, Interne Kunden-zufriedenheit mit dem Controllerbereich, Book Series: Advanced Texts in Physics, Vol. 43, Publisher: Gabler Verlag, pp. 197-315

46. Razavi, S.M., Safari, H., Hessam, S. and Vandchali, H.R. (2012), “How Customer Satisfac-

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Known Citations (131 in total)

tion, Corporate Image and Customer Loyalty are Related?” European Journal of Scientific Research, Vol.78 No.4, pp.588-596

47. Norizan Kassim, Nor Asiah Abdullah, (2010),"The effect of perceived service quality di-mensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cul-tural analysis", Asia Pacific Journal of Marketing and Logistics, Vol. 22 Iss: 3, pp. 351 – 371

48. Kazan, H., Ergülen, A. and Çoruhlu, N. (2012), “BANKA ÇAĞRI MERKEZLERİNDE BEKLEME VE MÜŞTERİ İLİŞKİLER YÖNETİMİ: BİR KAMU BANKASI UYGULAMASI”, Afyon Kocatepe Üniversitesi, İİBF Dergisi, Vol. 14, No. 1, pp. 251-268

49. REHMAN, N. and AFSAR, B. (2012). “RELATIONSHIP AMONG CORPORATE IMAGE, INTANGIBLE PERCEIVED QUALITY, CHOOSING, HABIT AND CUSTOMER LOYALTY”, Management and Marketing, Vol. 10, No, 1, pp. 183-197

50. Razzaque A.I.R and Ramzan, M. (2011), “Examining the links between employee and cus-tomer variables of service profit chain: A case of Pakistani banks”, Australian Journal of Basic and Applied Sciences, Vol. 5, No. 11, pp. 1634-1645

51. Chaichi, K. (2012), “Impact of staff training on customer satisfaction in travel agencies in Klang valley Malaysia”, European Journal of Social Sciences, Vol. 29, No. 2, pp. 270-282

52. Voon, B.H. (2012) “Role of Service Environment for Restaurants: The Youth Customers’ Perspective”, Procedia - Social and Behavioral Sciences, Vol. 38, pp. 388–395

53. Hanzaee K.H. and Nasimi, M.A. (2012) “Path Analysis of Perceived Service Quality, Satis-faction and Loyalty in the Banking Industry of Iran”, Research Journal of Applied Scienc-es, Engineering and Technology, Vol. 4, No. 10, pp. 1351-1358

54. Mouakket, S. and Al-hawari. M.A. (2012) “Examining the antecedents of e-loyalty inten-tion in an online reservation environment”, The Journal of High Technology Management Research, Vol. 23, No. 1, pp. 46-57

55. Chaichi, K. (2012) "Impact of Staff Training On Customer Satisfaction in Travel Agencies in Klang Valley Malaysia”, European Journal of Social Sciences, Vol.29, No.2, pp. 270-282

56. Shing, G.L., Koh, K. and Nathan, R.J. (2012), “Service Quality Dimensions and Tourist Satisfaction towards Melaka Hotels”, International Journal of Economics and Management Engineering (IJEME), Vol. 2 No. 1, pp. 26 - 32

57. Sumarto, P.H., Purwanto, E. and Khrisna, D. (2012). “Antecedents of Trust and Its Impact on Loyalty: An Empirical Study on E-Commerce's Customer in Surabaya”, International Journal of Information and Communication Technology Research, Vol. 2, No. 2, pp. 122-128

58. Mokhilis, S. (2012). Municipal Service Quality in Southern Thailand: An Empirical Inves-tigation of Customer Perceptions”, International Journal of Research in Commerce, IT & Management, Vol. 2, No 1, pp. 30-35

59. Akroush, M.N. and Abu ELSamen, A. A. (2012). “An empirical investigation of the medi-ating role of relationship marketing skills on the relationship between customer satisfaction and customer loyalty”, International Journal of Internet Marketing and Advertising, Vol. 7, No 1, pp 1-30

60. Malik, M.E., Naeem, B. and Arif, Z. (2011). “Impact of perceived service quality on bank-ing customer’s loyalty”, Interdisciplinary Journal of Contemporary research in Business,

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Known Citations (131 in total)

Vol. 3, No 8, pp. 637-645

61. Malik, M.E., Naeem, B. and Arif, Z. (2011). “How do service quality perceptions contrib-ute in satisfying banking customers”, Interdisciplinary Journal of Contemporary research in Business, Vol. 3, No 8, pp. 646-653

62. Estrella Díaz, David Martín-Consuegra and Águeda Esteban (2011). “Consumer loyalty in mobile telephony”, African Journal of Business Management, Vol. 5, No. 33, pp.12715-127272

63. Amjad A. Abu-ELSamen, Mamoun N. Akroush, Fayez M. Al-Khawaldeh, Motteh S. Al-Shibly, (2011) "Towards an integrated model of customer service skills and customer loyal-ty: The mediating role of customer satisfaction", International Journal of Commerce and Management, Vol. 21 Iss: 4, pp.349 - 380

64. Salman Alajmi (2011). “THE EFFECT OF NATIONAL CULTURE ON SERVICE PROVISION”, Thesis submitted for the degree of Doctor of Philosophy, School of Business and Management Brunel University

65. Ishfaq A., Shaukat, M.Z., Nawaz, M.M., Naveed, A. and Usman, A. (2011). “Determinants of the Satisfaction and Repurchase Intentions of Users of Short Messenger Services (SMAS): A Study in the Telecom Sector of Pakistan”, International Journal of Manage-ment, Vol. 28, No. 3 (part 1). Pp. 763-772

66. Krishna, A., Dangayach, G. S. and Rakesh, J. (2011) “Service recovery: Literature review and research issues”, Journal of Service Science Research, Vol. 3, No. 1, pp. 71-121

67. Gera, R. (2011) "Modelling the service antecedents of favourable and unfavourable behav-iour intentions in life insurance services in India: An SEM study", International Journal of Quality and Service Sciences, Vol. 3 Iss: 2, pp.225 - 242

68. Gera, R. (2011). “Modelling the antecedents of behavioural outcomes in Indian life insur-ance services: a SEM approach”, International Journal of Business Innovation and Re-search, Vol. 5, No. 5, pp. 526 - 545

69. Baksi, A.K. and Parida, B.B. (2011). “Impact of service quality and customer satisfaction on repurchase intention”, International Journal of Research in Commerce, IT & Manage-ment, Vol. 1, No. 4, pp. 80-85

70. Sadeghi, T. and Farokhian, S. (2011). “Survey to Measure Customer Satisfaction of the In-surance Services in Iran”, Middle East Journal of Scientific Research, Vol. 8, no 3, pp. 620-624

71. Voon, B-H. (2011). "Service Environment of Restaurants: Findings from the youth custom-ers”, Journal of ASIAN Behavioural Studies, Vol. 1, No. 2, pp. 45-56

72. Gera, R. (2011). "Modelling the service antecedents of favourable and unfavourable behav-iour intentions in life insurance services in India: An SEM study", International Journal of Quality and Service Sciences, Vol. 3 Iss: 2, pp.225 - 242

73. BLEŠIŠ, I., IVKOV-DŢIGURSKI, A., STANKOV, U., STAMENKOVIŠ, I. and BRADIŠ, M. (2011), “Research of Expected and Perceived Service Quality in Hotel Management”, Revista de Turism, Vol 11, pp. 5-13 (http://www.revistadeturism.ro/component/option,com_docman/task,cat_view/gid,35/Itemid,32/lang,english/)

74. Abu-El Samen, Α.Α. and Akroush, M.N. (2011). “Path analysis of the consequences of cus-tomer service skills: an exploratory study in Jordan”, International Journal of Services and

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Known Citations (131 in total)

Standards, Vol. 7, No. 1, pp. 50-77

75. Karatepe, O.M. (2011). “Service Quality, Customer Satisfaction and Loyalty: The Moderat-ing Role of Gender”, Journal of Business Economics and Management, Vol. 12, No. 2, pp. 278 - 300

76. Li-Hua, L., Chun-Ting, L. and Jinn-Tyan, L. (2011). “The moderating effects of switching costs and inertia on the customer satisfaction-retention link: auto liability insurance service in Taiwan”, Insurance Markets and Companies: Analyses and Actuarial Computations, Vol. 2, No. 1, pp. 69-78

77. Gusenbauer, B. (2010). Der Beitrag der Prospect Theory zur Beschreibung und Erklärung von Servicequalitätsurteilen und Kundenzufriedenheit im Kontext von Versicherung-sentscheidungen. Doctoral thesis, WU Vienna University of Economics and Business.

78. ÇİLİNGİR, Z., YILDIZ, S. and KURTULDU, H.S. (2010). “KULAKTAN KULAĞA İLETİŞİM: ALIŞVERİŞ MERKEZİ MÜŞTERİLERİ ÜZERİNDE BİR PİLOT ÇALIŞMA” Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, Cilt: 24, Sayı: 3, pp. 95-115

79. Gera, R. (2011). “A path analysis of perceived service quality, customer satisfaction, per-ceived value, and behavioural intentions in Indian retail banking”, International Journal of Financial Services Management, Vol. 5, No, 1, pp. 83 - 105

80. Gusenbauer, B. (2010). “Der Beitrag der Prospect Theory zur Beschreibung und Erklärung von Servicequalitätsurteilen und Kundenzufriedenheit im Kontext von Versicherungs-entscheidungen”, Doctoral thesis, WU Vienna University of Economics and Business (http://epub.wu.ac.at/2958/)

81. 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

82. 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 Empir-ical Study of Cellular Companies of Pakistan”, International Journal of Business and Man-agement, Vol. 5, No. 6, pp. 154-160 http://ccsenet.org/journal/index.php/ijbm/article/view/5495/4962

83. 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 re-purchase 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

84. 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

85. Siddiqui, H.M. and Sharma, T.G. (2010). “Analyzing customer satisfaction with service quality in life insurance services”, Journal of Targeting, Measurement and Analysis for Marketing advance online publication, Vol. 18, No. 3-4, pp. 221-238

86. Su, W-P., Liu, C-T. and Hsieh, S-H. (2010). “The Relationships among Convenience, Rela-tionship Inertia, Satisfaction and Customer Loyalty: Evidence from Taiwan’s Motor-Insurance Industry”, Journal of Risk Management Vol.12 No.2, pp. 185-210

87. Quintal, A.V. and Polczynski, A. (2010). “Factors influencing tourists’ revisit intentions”,

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Asia Pacific Journal of Marketing and Logistics, Vol. 22 No. 4, pp. 554-578

88. Feiz, D., Maleki, M. and Zargar, S.M. (2010). “Measuring Service Quality:Iran Railway”, SCMS Journal of Indian Management, Vol. 3 Iss. 3, pp. 68-88http://dspace.scmsgroup.org/handle/10562/1504

89. Noone, A., 2010. “Is there a relationship between Aaker's Brand Equity Management mod-el and repurchasing of commercial grade exercise equipment in the Australian fitness in-dustry?”, DBA Thesis, Swinburne University of Technology, Faculty of Business and En-terprise. (http://researchbank.swinburne.edu.au/vital/access/manager/Repository/swin:18878?query=Siva+Muthaly)

90. Norizan K. and Nor Asiah A. (2010) "The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis", Asia Pacific Journal of Marketing and Logistics, Vol. 22 Iss: 3, pp.351 - 371

91. Abdullrahim, N. (2010). Service Quality of English Islamic Banks, PhD thesis, Bourne-mouth University, Business School.

92. Ishfaq, A., Nawaz, M.M., Usman, A., Shaukat, M.Z., Ahmad, N. and Iqbal, H. (2010). Im-pact of Service Quality on Customers Satisfaction: Empirical evidence from telecom sector of Pakistan, Interdisciplinary Journal of Contemporary Research in Business, Vol. 1, No. 22, pp 98-113

93. Kassim, N.M. and Zan, M. (2010) “Service Quality: Gaps in the College of Business”, Ser-vices Marketing Quarterly, Vol. 31, No. 2, pp. 235 – 252

94. Kurtuldu, H.S., Yildiz, S. and Çilingir, Z. (2010). The Role of Aesthetic Factors on Online Marketing: An Application on Newswires, Dumlupinar University Journal of Social Sci-ences, Vol. 26, No. 2, pp. 1-11

95. Roostika, R., (2009). “The role of customer value within the service quality, customer satis-faction and behavioural intentions relationships: an empirical examination in the Indone-sian higher education sector”, PhD Thesis, Swinburne University of Technology, Faculty of Business and Enterprise. (http://researchbank.swinburne.edu.au/vital/access/manager/Repository/swin:17710?start=16&query=Siva+Muthaly)

96. Liao, S.H., Chung, Y.C. and Widowati, R. (2009). “The relationships among brand image, brand trust, and online word-of-mouth: an example of online gaming”, Proceedings of the 2009 IEEE International Conference on Industrial Engineering and Engineering Manage-ment, pp. 2207-2211 (DOI 10.1109/IEEM.2009.5373094)

97. Blešić, I., Romelić, J. and Garača, V. (2009) “Ispitivanje očekivanog i percepiranog kvaliteta usluge u hotelima Zapadnomoravske banjske zone”, Glasnik Srpskog geografskog društva, Vol. 89, Br. 1, str. 103-114

98. Septin Puji Astuti, Wiwik Wilasari and Datien Eriska Utami (2009) “Meningkatkan Kuali-tas Pelayanan di Bank Syariah”, Integritas - Jurnal Manajemen Bisnis, Vol. 2, No. 1, pp. 47 – 58 (http://arwana007.files.wordpress.com/2008/10/indartono-2009-integritas-vo-2-no-1-isi.pdf)

99. Deng, Z., Lu, Y., Wei, Κ-Κ and Zhang, J. (2009) “Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China”, International Journal of Information Management, doi:10.1016/j.ijinfomgt. 2009.10.001

100. Husin, S. (2009) “Human resource management and employee perception of service quality in the Malaysian golf clubs”, PhD Thesis, University Malaya, Faculty of Business

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Known Citations (131 in total)

and Accountancy (http://dspace.fsktm.um.edu.my/handle/1812/596)

101. 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

102. Marwa, S.M., Rand, G.K., Keoy, K.H. and Koh, S.C.L. (2009), “Sustaining service ex-cellence in the insurance industry: a Kenyan perspective”, International Journal of Value Chain Management, Vol. 3 No. 3, pp. 288-301

103. 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

104. 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

105. Kassim, N.M. and Salaheldin, Ι., (2009). Investigating the complex drivers of loyalty in e-commerce settings, Measuring Business Excellence, 13(1):56-71

106. 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

107. 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

108. 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)

109. Quintal, V. and Phau, I. (2008). A Structural Approach Towards Perceptions and Satis-faction 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

110. Javadein, S. R., Khanlari, A. and Estiri, M. (2008). Customer loyalty in the sport ser-vices industry: the role of service quality, customer satisfaction, commitment and trust, In-ternational Journal of Human Sciences [Online], 5:2. Available: http://www.insanbilimleri.com

111. Kassim, N.M. and Nor Asiah, A. (2008). Customer Loyalty in e-Commerce Settings: An Empirical Study. Electronic Markets, 18(3):275-290

112. 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.

113. Loyalty Facts (2007). Verzekerd van loyaliteit? Het verband tussen kwaliteit, tevredenheid en behoud (http://www.loyaltyfacts.com/pages/index.asp?soort=categorie&cat=2)

114. 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)

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Known Citations (131 in total)

To the peer-reviewed paper:

Tsoukatos, E., Marwa, S. and Rand, G.K. (2004). Quality improvement in the Greek and Ken-yan Insurance Industries. Archives of Economic History, Vol. 16, No. 2, pp. 93-116

115. Jajaee, S.M. and Sheikh Ahmad, B.F. (2012), “Evaluating the Relationship between Service Quality and Customer Satisfaction in the Australian Car Insurance Industry”, Pro-ceedings of the 2012 International Conference on Economics, Business Innovation, IPEDR vol.38, pp. 219-233 (2012) © (2012) IACSIT Press, Singapore

116. Ueda, M. (2011). Study on service quality metrics for decision support of MS / OR, Management School (Hokkai-Gakuen University), Vol. 9, No. 1, pp. 15-23http://hokuga.hgu.jp/dspace/bitstream/123456789/1801/1/UEDA.pdf

117. 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

118. Bala N., Sandhu, H.S. and Nagpal, N. (2011). “Measuring Life Insurance Service Qual-ity: An Empirical Assessment of SERVQUAL Instrument”, International Business Re-search Vol. 4, No. 4, pp. 176-190

119. 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

120. Vera, J.M. and Trujillo, A.L. (2009), “El Papel de la Calidad del Servicio del Restau-rante como Antecedente de la Lealtad del Cliente”, Panorama Socioeconómico Año 27, No. 38, pp. 16-30

121. Marwa, S.M. (2007), “Pre-merger Service Quality Audits and the Due Diligence Pro-cess: Case of Apollo and Pan Africa Insurance Companies”, The Journal of Academy of Taiwan Business Management Review, Vol. 3 (3), pp. 1-8.

To the peer-review paper:

Tsoukatos, E., Karagiannis, S. (2003). Potential uses of Linear Programming in small enter-prises – The case of allocating advertising expenses of a small service company in Crete, Ar-chives of Economic History, Vol. 15, No. 1, pp. 163-178

122. Karagiannis, S. (2005). Kreta — Absage an den Massentourismus — Förderung des Ökotourismus, Tourism Review, 60(2): 16-20

123. Karagiannis, S. and Apostolou, D. (2010). “Regional Tourism Development using Lin-ear Programming and Vector Analysis”, Science Inquiry Journal, Issue II, 1(2010), pp 25-32

To the peer-reviewed paper:

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 Hos-pitality Research, Vol. 14 No. 2, pp. 161-168 (Research Report)

124. Kleidis, M. (2006). Marketing cultural and heritage tourism in Crete, International Con-ference of Trends, Impacts and Policies on Tourism Development, Hellenic Open Universi-ty, Heraklion, Crete, GREECE 15-18 June 2006.

125. Karagiannis, S. (2005). Kreta — Absage an den Massentourismus — Förderung des

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Known Citations (131 in total)

Ökotourismus, Tourism Review, 60(2): 16-20

126. 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 Man-agement ( pp. 508-521), Lecture Notes in Computer Science Series, Springer-Verlag Berlin Heidelberg

To the presentation in conference proceedings:

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

127. G.M. Papadourakis, “New Horizons in Industry and Education: Introduction and con-ference overview”, {\em career counselling and education strategies}, Industry and Higher Education, pp.81-88, April 2004.

To the presentation in conference proceedings:

Papoutsakis H.E. and Tsoukatos E.K. (2001). Employability Skills in Non – Professional Oc-cupations (ESPO), in G. Papadourakis ed., Proceedings of the 2nd International Conference on “New Horizons in Industry and Education”, Milos Island, September 2001

128. G.M. Papadourakis, “New Horizons in Industry and Education: Introduction and con-ference overview”, {\em Industry and Higher Education}, Industry and Higher Education, October 2002, pp.277-282..

To the non peer-reviewed paper:

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)

129. Έξαρχος, Γ. και Καραγιάννης, Σ. (2004), Αγροτουρισμός: Μοχλός για την ανάπτυξη της υπαίθρου, Επιστημονικές Εκδόσεις Κέντρου Τεχνολογικών Ερευνών Κρήτης, Θεσσα-λονίκη

To the non peer-reviewed paper:

Tsoukatos, E., Exarhos, G., Karagiannis, S. and Papailias T. (2003). The organizational struc-ture of tourism enterprises – The case of Crete, «Research», 39(123): 42-45 (in Greek)

130. Έξαρχος, Γ. και Καραγιάννης, Σ. (2004), Αγροτουρισμός: Μοχλός για την ανάπτυξη της υπαίθρου, Επιστημονικές Εκδόσεις Κέντρου Τεχνολογικών Ερευνών Κρήτης, Θεσσα-λονίκη

To the non peer-reviewed paper:

Karagiannis, S. and Tsoukatos, E. (2003). Quality assurance mechanisms in hotel reception departments. The case of Crete, «Research», 46(130): 50-53 (in Greek)

131. Έξαρχος, Γ. και Καραγιάννης, Σ. (2004), Αγροτουρισμός: Μοχλός για την ανάπτυξη της υπαίθρου, Επιστημονικές Εκδόσεις Κέντρου Τεχνολογικών Ερευνών Κρήτης, Θεσσα-λονίκη