International Journal of Management Cases One-stop-shop reform and electronic governance Tourism competitive environment and small business strategies to create competitive advantages. Case of Albania and Macedonia InsuranceSpecial product development: Managing the changesIssue and marketing adoption. The case of Albania and Macedonia Custom’s Administration role on the protection of intelectual properties in Albania: Challenges for a better role Marketing strategies of bread factories in Kosovo Growth strategiesCorporate of food industry in Kosovo governance The concept of effective remedies in the jurisprudence of the European Court of Human Rights;in a historicalSoutheast perspective Europe: in Equal treatment in employment and occupation in terms of important international legal instrumentssearch for transparency Some issues on anticorruptionand legal efcency reform in public administration Media law and digitalization. Legal landscape of media and digitalization. Benefits and challenges. The case of Albania Analysing double taxation: the Albanian case The request for the insolvencyGuest of commercial editors companies in Albania Managers and employees impact in the implementation of the concept of marketing inDarko the healthcare Tipuric sector in the and Republic Veljko of Macedonia Trivun Consumer protection in the European Union and Albania Guest Edited by Liliana Elmazi Volume 1514 Issue Issue 3 3 1 EDITORS Professor Darko Tipuric Graduate School of Economics, University of Zagreb Western Europe [email protected] Professor Barry J. Davies Professor of Marketing, University of Gloucestershire, UK Professor Yan Xu [email protected]. Shanxi University of Finance and Economics [email protected] The Rest of the World Professor Claudio Vignali ASSOCIATE EDITORS Arnold Ziff Chair in Retailing, Leeds Metropolitan University, UK [email protected] Gianpaolo Vignali Manchester Metropolitan University, UK [email protected] EDITORIAL BOARD Dr. Leo Dana Dr. Mirko Palic University of Canterbury, New Zealand Graduate School of Economics, University of Zagreb [email protected] [email protected] Professor Alberto Mattiacci Professor of Retailing and Marketing,The University of Sienna, Italy mattiaccialbunisi.it www.ijmc.org Dr. Hans-Rüdiger Kaufmann University of Nicosia, Cyprus [email protected] www.circleinternational.co.uk Professor Dr. Jürgen Polke Virtual University of Munich, Germany [email protected] ISSN 1741-6264 Professor Carlo A. Pratesi Professor of Retailing Marketing, University of Urbino, Italy International Journal of Management Cases is published by: [email protected] Professor Brenda Sternquist Access Press UK, Professor, International Retail Management, Michigan State 1 Hillside Gardens , University, USA [email protected] Darwen, Dr. Tomasz Wisniewski Lancashire, The University of Szczecin Poland BB3 2NJ [email protected] UK Professor Irena Neganova Ural Sate University, Russia [email protected] Dr Ulrich Scholz Fontys Fachhochschule, Nederlands [email protected] Professor Sanda Renko Graduate School of Economics Zagreb, Croatia [email protected] Professor Lutz Sommer University of Albt, Germany [email protected] Dr. Jantima Banjongprasert Silpakon University, Thailand [email protected] Professor Vitor Ambrosio University of Estoril, Portugal [email protected] Professor Bernd Britzelmaier Pforzeim University, Germany [email protected] Professor Nirmaalya B Biswas Bangalore Management Academy, India [email protected] Professor Ihn Hee Chung Kumoh Institute of Technology, South Korea [email protected] Professor Gianpaolo Basile University of Salerno, Italia [email protected] Professor Carmen Rodriguez Santos Universidad de Leon, Espania [email protected] Professor Dr. Iur. Rainer Schackmar University of Applied Sciences, Schmalkalden, Germany [email protected] Dr. Razaq Raj Leeds Metropolitan University, UK [email protected] Copyright © Access Press UK 2 Contents One-stop-shop reform and electronic governance 4 Argita Malltezi & Flutura Kola-Tafaj Tourism competitive environment and small business strategies to create competitive advantages. Case of Albania and Macedonia 14 Jovan Stojanoski, Zhanina Dapi & Liliana Elmazi Insurance product development: Managing the changes and marketing adoption. The case of Albania and Macedonia 20 Klime Poposki, Zhanina Dapi & Ilir Elmazi Custom’s Administration role on the protection of intelectual properties in Albania: Challenges for a better role 29 Eralda (Methasani) Çani Marketing strategies of bread factories in Kosovo 45 Ejup Fejza Growth strategies of food industry in Kosovo 53 Ejup Fejza The concept of effective remedies in the jurisprudence of the European Court of Human Rights; a historical perspective 61 Evis Alimehmeti Equal treatment in employment and occupation in terms of important international legal instruments 74 Eneida Sema, Ilda Melo, Ilir Rusi & Kestrin Katro Some issues on anticorruption legal reform in public administration 84 Jola Xhafo Media law and digitalization. Legal landscape of media and digitalization. Benefits and challenges. The case of Albania 98 Endira Bushati, Migena Leskoviku & Edi Spaho Analysing double taxation: the Albanian case 109 Genta Tafa (Bungo) The request for the insolvency of commercial companies in Albania 122 Kestrin Katro, Zhaklina Peto & Flutura Kola (Tafaj) Managers and employees impact in the implementation of the concept of marketing in the healthcare sector in the Republic of Macedonia 136 Avni Ismaili Consumer protection in the European Union and Albania 148 Kristina Jance, Edvana Tiri & Stavri Sinjari 3 One-stop-shop reform and electronic governance Argita Malltezi University of Tirana, Albania Flutura Kola-Tafaj University of Tirana, Albania Abstract Electronic governance is a multidimensional concept including, but not limited only in online coordination of the Council of Ministers functions, offering online services from governmental institutions to the public and business community. Up to now the reform has improved services like government to government and government to public, but the real winner of this process is the business sector, where reforms have not only enabled to provide electronic service in important business areas but also expanded the scheme of a sole application or one-stop-shop in different sectors. Keywords: One stop shoreorms , electronic governance, business registration, electronic taces services Electronic Governance and business subjects Reforms applied to facilitate establishment and functioning of business sector are very visible, and as consequence have significantly changed some crucial business aspects in Albania. This paper identifies and illustrates those changes which are considered as most important because of their impact on business operation. Since September 1, 2007 business registration is done through Albanian National Center of Registration based on one stop shop concept. This reform facilitates the whole procedure of business registration, which before that required going to different institutions such as court, tax office, labor inspectorate etc, which was a long time consuming process. Today, this procedure can be done just in the one stop shop within 30 minutes. Before this, business registration application was done only in the court of first instance of Tirana, where all data were registered in Trading Register, and now it can be done in 30 administrative centers of National Center of Registration1. All businesses and enterprises can also take information, download registration forms, conduct electronic researches for their business registration status online. The one stop shop scheme for business registration procedure is implemented, in compliance with the law No. 9723 dated on 03.05.2007, “On the National Center of Registration” and law No 9901 dated on 14.04.2008 “On enterpreneurs and Commercial Companies”. 1 30 National Registration Centers are opened in Tirana - QKR; Tiranë - Municipality; Durrës- Municipality; Elbasan- Municipality; Vlorë – Municipality; Fier – Municipality; Krujë; Rrëshen; Berat; Bulqizë; Gjirokastër- Municipality; Kavajë; Lushnjë; Pogradec- Municipality; Çorovodë; Shkodër- Municipality; Librazhd; Burrel; Bajram Curri; Gramsh; Peshkopi; Tepelenë; Korçë- Municipality; Laç; Lezhë- Municipality; Kukës- Municipality; Ersekë; Përmet; Pukë; Sarandë. 4 For the period September 2007 – April 2011 were registered about 24,706 new companies; these comprise 42.5% of total business companies registered in Tirana (58112). Only in 3 and a half years were registered almost the same number of businesses compared with the number of business registered for 17 years. This fact is an evidence of the big advantage that administrative process has compared with previous process through the courts. National Licensing Center (NLC) is established on June 2009, aiming to replace all lon procedures of licensing application in an one stop shop. Most of the application procedures including information and search for the application status have been replaced with online procedures. Currently, the NLC gives 83 types of licenses, grouped according to predefined areas2, and the old procedures still continue for about 31 types of licenses3. To implement this reform, the following laws have been changed, improved and/or approved: • Law No 10081, dated on 23.02.2009, “For licenses, authorizations and permits in the Republic of Albania”. • Law No. 10137, dated on 11.05.2009, “For some addendums to the current