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QUIS 2014

QUIS 2014


The 14th International Research Symposium on Service Excellence in ManagementTheme: Collaborative Innovations in the Network Environment June 18-21, 2015Shanghai, ChinaJune 18, at Center for Service Marketing and Management (CSMM), Fudan UniversityJune 19-21, at China Europe International Business School (CEIBS)


Co-organized by

Prof. Xiande Zhao, Center for Innovations in Supply Chain and Services, China Europe International Business School (CEIBS), Shanghai, China

Prof. Xiu Cheng Fan, Center for Service Marketing and Management, Fudan University, Shanghai, China

Bo, EdvardssonCTF, Service Research Center, Karlstad University, Sweden

Mary Jo Bitner, Center for Services Leadership, W. P. Carey School of Business, Arizona State University, USA

Rohit Verma, School of Hotel Administration, Cornell University, USA



The symposium takes a broad interdisciplinary and international view of service excellence in management. The topics are representative but not exclusive.

· Platform based strategies and innovations

· Service operations management

· Customer experience

· Service outsourcing

· Customer satisfaction and loyalty

· Service pricing and revenue management

· Healthcare service

· Service productivity enhancement

· Hospitality service

· Service quality & performance management

· Human resource management service

· Service recovery & complaint management

· New service development

· Service science, management & engineering

· Not-for-profit and government service

· Service strategy

· Service business model

· Service supply chains

· Service ecosystem

· Services in manufacturing companies

· Service for the bottom of the pyramid

· Social media & interactive service channels

· Service innovation

· Technology & e-service

· Service leadership and culture

· Theoretical perspectives on service

· Service dominant logic

· Transformative service

· Service marketing & customer management

· Other topics related to service



Researchers and practitioners are invited to submit anabstract describing their rigorous work for consideration for presentation at QUIS14 in Shanghai, China, June 19-21, 2015. 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 contributions to theory, research and/or implications for practice for service management. By submitting an abstract, at least one of the authors agrees to attend QUIS14 if the work is accepted.Authors of accepted abstracts will have the option of submitting an extended abstract (1000 words) or a complete paper (maximum 10 pages). Only complete papers have the chance to win the Best Paper Award, which will be presented during the conference and a special issue with selected papers from QUIS14 will be published in Journal of Service Management, Cornell Hospitality Quarterly, and Journal of Service Theory and Practice.(formerly Managing Service Quality)