From LEGOS to hotels: leading researchers from 30 countries to attend QUIS12 symposium on service excellence at Cornell University June 2-5
From making LEGOS fun for children to satisfying guests at hotels around the world, 250 leading researchers and customer service executives from 30 different countries will gather for QUIS12: The 12th International Research Symposium on Service Excellence in Management, hosted by Cornell University's Center for Hospitality Research in the School of Hotel Administration, June 2 through 5, at the Statler Hotel on the Cornell campus, Ithaca, N.Y.
The pursuit of service excellence is a never-ending quest by organizations seeking to achieve outstanding performance in their field. The three-day symposium will provide a forum for global dialogue between experts and will feature the presentation of 175 different research papers on service management, service logic, service leadership, customer management, technology in services and delivery of service quality. Among the keynote speakers are:
Conny Kalcher, Vice President, Consumer Experiences, LEGO Company
Kalcher joined the LEGO Company in 1985, and has held key management positions in departments ranging from toys and software to publishing, theme parks, and innovation and marketing. She is currently global leader of Consumer Experiences, ensuring that the company constantly improves the understanding of the LEGO consumer and uses insights to create even better experiences for all LEGO fans.
Gina Pingitore, Chief Research Officer, J.D. Power and Associates
Since joining JDPA in 2002, Pingitore has been responsible for the scientific rigor and oversight of the design and statistical analyses for all of the firm's syndicated and proprietary studies.
Ted Teng, President and Chief Executive Officer, The Leading Hotels of the World
Since 2008, Teng oversees and directs all aspects of business strategy, operations, and performance growth for The Leading Hotels of the World, which represents over 450 predominantly independent hotels worldwide. Teng is a graduate of the Cornell University School of Hotel Administration.
The biennial QUIS symposium first met in Sweden in 1988. This year's event marks the second time the United States has hosted the symposium since 1998.
"It's an honor for Cornell and the School of Hotel Administration to host this conference, " said Rohit Verma, Executive Director of the Center for Hospitality Research at Cornell. "QUIS is a driving force in focusing attention on data-driven service insights. Service quality has been essential for the hospitality industry, but we now know that service principles are essential for businesses of all kinds, ranging from retail to manufacturing."
The symposium will also encompass the annual meeting of the Production and Operations Management Society College of Service Operations - the leading professional society of operations management scholars in the United States.
For more information visit http://www.hotelschool.cornell.edu/research/chr/events/quis
