We are delighted to welcome you to attend QUIS12 (The 12th International Research Symposium on Service Excellence in Management) which will be hosted by the Center for Hospitality Research, School of Hotel Administration here at the beautiful campus of Cornell University during June 2-5, 2011 (This conference will also encompass the annual meeting of the POMS College of Service Operations). Additional information about the conference can be found at: http://quis12.hotelschool.cornell.edu.

Keynote speakers for this conference include Stuart Greif (Vice-President, J.D. Power and Associates on “Trends in Customer Satisfaction Across Service Industries”), Conny Kalcher (Vice President, LEGO on “Customers’ Role in co-Creating Experiences”), Sanjay Sarma (Professor, MIT on “Evolving Role of RFID in Services”), and Ted Teng (President & CEO, Leading Hotels of the World on “Service Excellence”). Additional information about keynote speakers can be found here: http://www.hotelschool.cornell.edu/research/chr/events/quis/keynote.html.

Call for Papers (Submission Deadline: December  1st, 2010)

Researchers and practitioners are invited to submit an abstract describing their rigorous work for consideration for presentation during the QUIS. Abstracts (maximum 500 words) should be submitted to QUIS12@SHA.CORNELL.EDU by Dec. 1st 2010.

Submission guidelines can be found here: http://www.hotelschool.cornell.edu/research/chr/events/quis/documents/Quis12CallforSubmissions_000.pdf

Acceptance of submissions for presentation will be based on its contribution to theory, research and/or implications for practice of services management. Submissions based on all methodological approaches (analytical, empirical, behavioral, or qualitative) are welcome. Trans‐disciplinary submissions are especially encouraged. By submitting an abstract, at least one of the authors agrees to attend QUIS 12 if the work is accepted. Notification of acceptance will be sent by December 20, 2010. Authors of accepted abstracts will have the option of publishing either an extended abstract (1000 words) or a complete paper (maximum length 10 pages) in the conference proceedings.

A Best Paper Award will be presented during the conference and selected papers from the conference will be invited for consideration for publication in the Journal of Service Management (formerly International Journal of Service Industry Management), Managing Service Quality, and Cornell Hospitality Quarterly.

Quick Links:

Conference Website: http://quis12.hotelschool.cornell.edu
Conference Committee: http://www.hotelschool.cornell.edu/research/chr/events/quis/committee.html
Conference Fees: http://www.hotelschool.cornell.edu/research/chr/events/quis/fees.html
Conference Schedule: http://www.hotelschool.cornell.edu/research/chr/events/quis/program.html
Keynote Speakers: http://www.hotelschool.cornell.edu/research/chr/events/quis/keynote.html
Travel: http://www.hotelschool.cornell.edu/research/chr/events/quis/travel.html
Venue & Accommodations: http://www.hotelschool.cornell.edu/research/chr/events/quis/accommodations.html

Steven Brown, Bo Edwardsson, Robert Johnston, Richerd Metters, and Rohit Verma
(Co-Conference Chairs, QUIS12)

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