The 13th International
Research Symposium
on Service Excellence
in Management
June 10 -13, 2013
Karlstad, Sweden
HOSTED BY
CTF, Service Research Center, Karlstad University, Sweden
IN CONJUNCTION WITH
Center for Services Leadership, W. P. Carey School of
Business, Arizona State University, USA
Warwick Business School, University of Warwick, UK
Center for Hospitality Research, School of Hotel
Administration, Cornell University, USA
ABOUT THE CONFERENCE
QUIS is considered to be the world’s
leading biannual symposium on service
research and brings together the best
interdisciplinary academic research and
management practice. The QUIS symposium
draws attendees from around 35 countries.
We will start with a reception on Monday
evening and sessions and social programs
will continue until Thursday lunch. The
symposium takes a broad interdisciplinary
and international view of service excellence
in management. The topics are representative
but not exclusive themes.
A Best Paper Award will be presented
during the conference and a special issue
with selected papers from QUIS13 will be
published in Journal of Service Management
and Cornell Hospitality Quarterly.
For up-to-date conference information
please visit http://www.kau.se/quis13
QUIS coordinator ingrid.hansson@kau.se
TOPICS
Customer experience
Customer satisfaction and loyalty
Healthcare service
Hospitality service
Human resource management service
New service development and innovation
Not-for-profit and government service
Service leadership and culture
Service logic
Service marketing & customer management
Service operations management
Service outsourcing
Service pricing and revenue management
Service productivity enhancement
Service quality & performance management
Service recovery & complaint management
Service science, management & engineering
Service strategy
Service supply chains
Services in manufacturing companies
Social media & interactive service channels
Technology & e-service
Theoretical perspectives on service
Transformative service
Other topics related to service
SUBMIT AN ABSTRACT
Researchers and practitioners are invited
to submit an abstract describing their
rigorous work for consideration for presentation
at QUIS13 in Karlstad, Sweden, June
10-13, 2013. Each abstract (maximum 500
words) should clearly identify the primary
speaker’s contact information.
All submissions will be reviewed by the
conference co-chairs and acceptance will be
based on its contribution to theory, research
and/or implications for practice for service
management. By submitting an abstract, at
least one of the authors agrees to attend
QUIS13 if the work is accepted.
Please submit your abstract no later than
November 10, 2012 to quis13@kau.se
Notification of acceptance will be sent out
by December 20, 2012. Authors of accepted
abstracts will have the option of submitting
an extended abstract (1000 words) or a
complete paper (maximum 10 pages) by
March 31, 2013.
CONFERENCE CO-CHAIRS
Professor Bo Edvardsson, CTF, Service Research Center, Karlstad University, Sweden
Professor Mary Jo Bitner, Center for Services Leadership, Arizona State University, USA
Professor Robert Johnston, Warwick Business School, University of Warwick, UK
Professor Rohit Verma, Center for Hospitality Research, Cornell University, USA