Faculty & Research

Cornell University and the School of Hotel Administration was pleased to welcome over 250 scholars from more than 30 nations for QUIS 12 (the 12th International Research Symposium on Service Excellence in Management), which was hosted by the Center for Hospitality Research on the beautiful Cornell University campus during June 2-5, 2011. The conference also encompassed the annual meeting of the POMS College of Service Operations.

QUIS, which stands for Quality in Service, is held every two years at a different university worldwide, and we considered it an honor to be able to host this top-level conference. On behalf of the conference planning committee I want to personally thank those who presented at this premier trans-disciplinary conference on service excellence. In particular, I want to acknowledge and thank our five keynote speakers: Stuart Greif, vice president and general manager, global travel and hospitality practice, J.D. Power and Associates; Conny Kalcher, vice president, consumer experiences, LEGO Company; Gina Pingitore, chief research officer, J.D. Power and Associates; Sanjay Sarma, professor of mechanical engineering, MIT; and Ted Teng ’79, president and CEO of The Leading Hotels of the World, LTD. Not only did the conference provide an opportunity to discuss latest and rigorous interdisciplinary academic research and study on service management practice, but the timing was excellent for the unfolding summer of New York’s Finger Lakes—a region of great physical beauty and culture.

QUIS 13, scheduled in 2013, returns to the place where the conference series began, Sweden’s Karlstad University.

Rohit Verma
Professor and Executive Director,
The Center for Hospitality Research