QUIS 12: expanding the definition of service excellence and quality in service

Citation

Verma, R. (2012), "QUIS 12: expanding the definition of service excellence and quality in service", Journal of Service Management, Vol. 23 No. 3. https://doi.org/10.1108/josm.2012.08523caa.001

QUIS 12: expanding the definition of service excellence and quality in service

Article Type: Guest editorial From: Journal of Service Management, Volume 23, Issue 3

The first International Quality in Service Symposium (QUIS) that took place in 1988 in Karlstad, Sweden, represents a particularly important starting point and stimulus for the scientific discussion of service management issues. Since then service management research has developed significantly and a specific scientific community has evolved. At several prestigious universities all over the world service research centers have been established and a growing number of service-related books have been published. Moreover, an increasing number of academic journals with a focus on services are gaining an international reputation.

Within this impressive development of service research, the biennial QUIS conference remains one of the most important driving forces. QUIS is a place where researchers present latest empirical insights and share their ideas. It is a forum for an intensive international dialogue not only between academics but also between researchers and executives. QUIS 12 (the 12th International Research Symposium on Service Excellence in Management) hosted by the Center for Hospitality Research, School of Hotel Administration, Cornell University, during June 2-5, 2011 (this conference also encompassed the 2012 annual meeting of the POMS College of Service Operations) attracted over 250 leading researchers and industry executives from more than 30 countries around the world.

This special issue represents selected papers from the QUIS 12 conference that received the highest level of feedback during a multi-stage review process. First, over 200 submitted papers were reviewed by five conference co-chairs (Stephen Brown, Bo Edvardsson, Robert Johnston, Richard Metters, and Rohit Verma). Second, the proceedings co-coordinators (Bo van der Rhee and Liana Victorino) provided a rating of the papers submitted for inclusion within the conference proceedings; third, the papers that received highest-level ratings during the earlier stages were reviewed by two or three scientific committee members (names of the committee members are listed in the acknowledgement below) for consideration for a best paper award; fourth, on the basis of earlier reviews, the authors of 15 articles were invited to submit papers for consideration for publication in this special issue; fifth, each submitted article was further reviewed by one or two additional reviewers. Finally, the accepted papers are included within this special issue.

I would like to thank Jay Kandampully (Editor, Journal of Service Management) for giving me the opportunity to edit this special issue that represents some of the best research presented during the QUIS 12 conference. I would like to sincerely thank my conference co-chairs, scientific committee members, and several members of the conference planning committee who whole-heartedly assisted me through various stages of planning an execution of the QUIS 12 conference and this special issue.

Sincerely

Rohit VermaGuest Editor

Acknowledgements

Conference co-chairs

Stephen Brown, Arizona State University

Bo Edvardsson, Karlstad University

Robert Johnston, University of Warwick

Richard Metters, Texas A&M University

Conference advisors

Michael Johnson, Cornell University

Steve Carvell, Cornell University

Proceedings coordinators

Bo van der Rhee, Nyenrode University

Liana Victorino, University of Victoria

International Scientific Committee

Mark Davis, Bentley University

Inigo Echeveste, Ecole hôtelière de Lausanne

Don Eisenstein, University of Chicago

John Ettlie, Rochester Institute of Technology

Brooke Hollis, Cornell University

Jay Kandampully, Ohio State University

Katherine Lemon, Boston College

Larry Menor, University of Western Ontario

Irene Ng, University of Exeter

Pedro Oliveira, Catholic University of Portugal

Harmen Oppewal, Monash University

A “Parsu” Parasuraman, University of Miami

Elliot Rabinovich, Arizona State University

Aleda Roth, Clemson University

Bruce Tracy, Cornell University

Asoo Vakharia, University of Florida

Don Wardell, University of Utah

Xiande Zhao, Chinese University of Hong Kong