Purpose -Despite the rapid growth and internationalisation of services and financial services in particular, managers realise that to successfully leverage service quality as a global competitive tool, they first need to correctly identify the antecedents of what the international consumer perceives as service quality. This paper aims to examine the differences: in perceptions of service quality; and in the ranking of quality dimension between the bank customers of five Balkan countries: Greece, Bulgaria, Albania, FYROM and Serbia. Design/methodology/approach -Bahia and Nantel proposed a specific scale for measuring perceived service quality in retail banking consisting of six dimensions of service quality: effectiveness and assurance; access; price; tangibles; service portfolio; and reliability. This instrument was used for collecting data in the context of banking services from the five Balkan countries. T-test and factor analysis were employed to answer the research questions. Findings -The results suggest that Greek customers perceived receiving the highest level of service quality. Differences and similarities between the countries were also reported related to the degree of importance attached to the BSQ dimensions of service quality. Practical implications -The results have significant implications for banks in developing operational, marketing and human resource strategies in the Balkan context. Originality/value -The international bank managers need to understand the value of environmental differences between countries in terms of economic development, political situation, socio-cultural system and the level of sector maturity. Accordingly they can emphasise the various dimensions of service quality differently and in addition focus on commonalities to introduce quality initiatives in the Balkans.

If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractThis paper discusses the service quality of Greek banks on the basis of their customers' perceptions, and analyses how gender differences affect customers' perceptions of service quality dimensions such as effectiveness and assurance, access, price, tangibles, service portfolio, and reliability. The results of an empirical study of 1,260 customers of Greek banks generally support the hypothesis that gender affects service quality perceptions and the relative importance attached to various banking service quality dimensions. This paper provides important information for bank managers to use in developing operational, human resource, and marketing strategies, and in targeting those strategies in terms of the gender differences in quality perceptions among their customers.

Purpose -The purpose of this paper is to address entrepreneurial programs offered by Greek higher education institutions (HEIs) to 1639 students in different scientific disciplines at Aristotle University of Thessaloniki (AUTh) and Technical Educational Institution of Thessaloniki (TEITh). The programs were analyzed and it was revealed that there were differences in participation rates, attitudes towards entrepreneurship education and perceptions about required skills between the two genders. Design/methodology/approach -During the developmental phase of the particular entrepreneurship program, an evaluation stage had been predicted, whereby student participants (344 females and 370 males AUTh students and 410 females and 515 males TEITh students) would anonymously fill out questionnaires upon completion of the program, regarding male as opposed to female attitudes and perceptions. Findings -There are higher enrollment rates of males than females. Regarding attitudes towards participation in entrepreneurial educational programs, females demonstrate a stronger interest in acquiring knowledge, developing skills, facing career competition and networking with local business, to a significantly higher degree than their male counterparts. In addition, females rank all skills as of higher significance in successful entrepreneurial activity, assigning lower value only to communication skills, compared to men. The opposite holds for males, who ranked communication skills as of greatest importance among all other skills. Research limitations/implications -This paper provides insight into gender differences regarding male and female involvement in entrepreneurial education and as to their "pre-entrepreneurial" profile and characteristics. It therefore sharpens understanding as to the way in which entrepreneurship education can encourage female participation within the entrepreneurial arena in future. Practical implications -Factors that male and female students consider to be most important in issues of entrepreneurship education are identified, providing a framework for the effective design, quality and delivery of such programs. Originality/value -The present paper constitutes one of the first to examine factors accounting for male and female student participation in entrepreneurship education programs offered by HEIs in the Greek context. The value derived aids the development of curricula tailored to gender distinctive needs and demands.

Purpose -This paper's primary purpose is to emphasize the importance of entrepreneur training regarding creativity and innovation. Their significance and the importance of the latter regarding the development of business and training needs are the research questions of a survey conducted in northern Greece. Design/methodology/approach -The survey, of 116 entrepreneurs, owners of small medium and very small enterprises, investigates awareness, attitudes and perceptions regarding creativity and innovation, for facilitating the design and development of training interventions. Data were collected using modified and extended questionnaires of an analogous tool created for the needs of the TRACTORS project. The questionnaires included both open-ended and closed questions. Descriptive statistics were generated by the analysis of quantitative and qualitative data. Findings -Findings suggest that entrepreneurs/owners and/or managers of micro and small medium enterprises in northern Greece are largely aware of the significance of creativity and innovation, believing that these are positively related to each other and interact in the development of their business. Training intervention is deemed as of great importance, and obstacles concerning financial resources, experience, time, infrastructure and not risk averse, were underlined. Research limitations/implications -Creativity and innovation training interventions for entrepreneurs in terms of process, content, method, duration, trainers etc., is in a fledgling stage and requires further research to determine the "right training intervention mix" serving the needs of the non homogeneous entrepreneurial category. Originality/value -Although entrepreneurship creativity and innovation are viewed as the "creation of the future", little has been done to train entrepreneurs to participate creatively in the innovation economy. The present paper traces these needs.

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