QUIS Symposium

CTF organizes the biennial QUIS symposium on Service Excellence in Management, which attracts leading researchers, business executives, and public sector managers from all over the world. The first QUIS symposium took place in Sweden 1988. Since then QUIS is held every second year and attracts leading researchers and executives from all over the world.

The pursuit of service excellence is a never-ending quest by organizations seeking to achieve outstanding performance in their fields. Benchmarking one's own approaches against other organizations' best practices and gaining insights from their experiences are powerful means for enhancing results.The objectives of these unique high-level sharing and networking events are to:

  • Promote the continuing improvement of service quality in all economic sectors around the world
  • Gather thought leaders from the international business and academic communities for an open exchange of insights and experiences
  • Share and advance the state of the art in theory and practice through presentation and discussion of scholarly research and successful business strategies
  • Provide a forum for intensive international dialouge between researchers and executives and to offer guidance for future academic study and business practices

QUIS Co-chairs

  • Per Kristensson, CTF, Karlstad University, Sweden
  • Thomas Hollmann, Center for Services Leadership, Arizona State University, USA
  • Rohit Verma, Darla Moore School of Business, University of South Carolina, USA

QUIS International Research Symposiums:

QUIS19 Service Research and Education: A Path to Digital and Sustainable Transformation

3-6 June 2025, Roma Tre University, Rome, Italy

In collaboration with:

Darla Moore School of Business, University of South Carolina, USA
CTF, Service Research Center, Karlstad University, Sweden 
W. P. Carey School of Business, Arizona State University, USA 

Visit the conference website >

QUIS18 Re-imagining service to enhance human life and society

20-23 June, 2023, at College of Business and Management VinUniversity, Hanoi, Vietnam

In collaboration with:

Cornell Institute for Healthy Futures, Cornell University, USA
CTF, Service Research Center, Karlstad University, Sweden 
W. P. Carey School of Business, Arizona State University, USA 

QUIS17 Reimagining Service to Enhance Human Work and Life

12-15 January at Polytechnic University of Valencia (UPV), Valencia, Spain.

In Conjunction with:

  • CTF, Service Research Center, Karlstad University, Sweden 
  • Center for Services Leadership, W. P. Carey School of Business, Arizona State University, USA 
  • Cornell Institute for Healthy Futures, Cornell University, USA
  • Yonsei School of Business, Yonsey Unviersity, South Korea 

QUIS16 Advancing Service Research and Practice

June 10-13, 2019, Karlstad, Sweden

Hosted by: CTF, Service Research Center, Karlstad University, Sweden, in Conjunction with:

  • Center for Services Leadership, Arizona State University, USA 
  • Cornell Institute for Healthy Futures, Cornell University, USA

QUIS15 Service Excellence in Management

June 12-15, 2017, Porto, Portugal

Hosted by: School of Engineering of University of Porto (FEUP), Portugal (Lia Patricio), in Conjunction with:

  • CTF, Service Research Center, Karlstad University, Sweden 
  • Center for Services Leadership, W. P. Carey School of Business, Arizona State University, USA 
  • Center for Hospitality Research, School of Hotel Administration, Cornell University, USA 

QUIS14 Service Excellence in Management: Collaborative Innovations in the Network Environment

June 18-21, 2015, Shanghai, China

Hosted by: Center of Innovations in Supply Chain and Services (CISCS), CEIBS, China Europe International Business School, and Center for Service Marketing and Management, Fudan University, Shanghai, China, in Conjunction with:

  • CTF, Service Research Center, Karlstad University, Sweden 
  • Center for Services Leadership, Arizona State University, USA 
  • School of Hotel Administration, Cornell University, USA 
  • School of Business Administration, South China University of Technology, China

QUIS13 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, Arizona State University, USA 
  • Warwick Business School, University of Warwick, UK 
  • Center for Hospitality Research, School of Hotel Administration, Cornell University, USA 

QUIS12 Service Excellence in Management: Advances in Service Quality, Innovation and Excellence

June 2-5, 2011, Ithaca, New York, USA

Hosted by: Center for Hospitality Research, School of Hotel Administration, Cornell University, USA, in Conjunction with:

  • CTF, Service Research Center, Karlstad University, Sweden 
  • Center for Services Leadership, Arizona State University, USA 
  • Warwick Business School, University of Warwick, UK 

QUIS11 Service Excellence in Management: Moving Forward with Service Quality

June 11-14, 2009, Wolfsburg, Germany

Hosted by: Ingolstadt School of Management, Catholic University of Eichstaett-Ingolstadt, Germany, and Volkswagen AG Aftersales Services, Wolfsburg, Germany, in Conjunction with:

  • CTF, Service Research Center, Karlstad University, Sweden 
  • Center for Services Leadership, Arizona State University, USA 
  • Warwick Business School, University of Warwick, UK 

QUIS10 Service Excellence in Management: Managing Magical Service

June 14-17, 2007, Orlando, Florida, USA

Hosted by: The College of Business Administration, and Rosen College of Hospitality Management, University of Central Florida, Orlando, USA

In Conjunction with:

  • CTF, Service Research Center at Karlstad University, Sweden 
  • Center for Services Leadership, Arizona State University, USA 
  • Warwick Business School, University of Warwick, UK 

QUIS9 Service Excellence in Management: Interdisciplinary Contributions

June 15-18, 2004, Karlstad, Sweden

Hosted by: CTF, Service Research Center at Karlstad University, Sweden 

In Conjunction with:

  • Center for Services Leadership, Arizona State University, USA 
  • Warwick Business School, University of Warwick, UK 

QUIS8 Quality in Service: Crossing Borders

June 11-14, 2002, Victoria, Canada

Hosted by: University of Victoria, Canada, in Conjunction with:

  • CTF, Service Research Center, Karlstad University, Sweden 
  • Center for Services Marketing & Management, Arizona State University, USA 
  • Warwick Business School, University of Warwick, UK 
  • St John’s University, New York, USA 

QUIS7 Service Quality in the New Economy: Interdisciplinary and International Dimensions

June 13-16, 2000, Karlstad, Sweden

Hosted by: CTF, Service Research Center at Karlstad University, Sweden, in Conjunction with:

  • Center for Services Marketing & Management, Arizona State University, USA 
  • Warwick Business School, University of Warwick, UK 
  • St John’s University, New York, USA 

QUIS6 Pursuing Service Excellence: Practices and Insights

June 29-July 2, 1998, Norwalk, Connecticut, USA

Hosted by: St John’s University, New York, USA (Eberhard Scheuing)

In Conjunction with:

  • Service Research Center - CTF, University of Karlstad, Sweden 
  • Center for Services Marketing & Management, Arizona State University, USA 
  • Warwick Business School, University of Warwick, UK 

QUIS5 Advancing Service Quality: A global perspective

June 17-20, 1996, Karlstad, Sweden

Hosted by: Service Research Center – CTF, University of Karlstad, Sweden, in Conjunction with:

  • First Interstate Center for Services Marketing, Arizona State University, USA 
  • Warwick Business School, University of Warwick, UK 
  • St John’s University, New York, USA 

QUIS4 Quality in Services

July 5-8, 1994, GTE Management Development Center in Norwalk, Connecticut, USA

Hosted by: International Service Quality Association, The Business Research Institute, St John’s University, New York, USA, GTE Corporation and Metropolitan Life Insurance Company, in Conjunction with:

  • Service Research Center – CTF, University of Karlstad, Sweden 
  • First Interstate Center for Services Marketing, Arizona State University, USA 

QUIS3 Quality in Services

June 14-17 1992, Karlstad, Sweden

Hosted by: CTF, Service Research Center at Karlstad University, Sweden, in Conjunction with:

  • The International Service Quality Association, ISQA, and St John’s University, New York, USA 
  • European Foundation for Quality Management, EFQM, The Netherlands 

QUIS2 Quality in Services

July 8-11, 1990, Norwalk, Connecticut, USA

Hosted by: St John’s University, New York, USA, in Conjunction with:

  • Service Research Center – CTF, University of Karlstad, Sweden 
  • GTE Corporation, Norwalk, Connecticut, USA

QUIS1 Quality in Services

August 14-17, 1988, Karlstad, Sweden

Hosted by: CTF, Service Research Center at University of Karlstad, Sweden, in Conjunction with:

  • The First Interstate Center for Services Marketing (FICSM), Arizona State University, USA