Program
Organizers and contact information
Program
The QUIS 9 symposium takes a broad interdisciplinary and international view of service excellence in management and brings together the best interdisciplinary academic research and management practice from around the world. This is a unique high-level sharing and networking event held every second year. The 2004 symposium June 15-18 is held in Sweden.
During
the 5 plenary and 25 concurrent sessions a total of 90 presentations
are held with presenters from 26 countries. All sessions are held at
Karlstad University.
Reduced price for registrations before April 30.
Don’t wait to register, as the number of participants is limited
to 200.
Program at a glance (pdf)
Detailed program (pdf)
Preliminary Program QUIS 9
Tuesday JUNE 15
REGISTRATION/ RECEPTION AT PLAZA HOTEL
Wednesday JUNE 16
PLENARY SESSION 1
OPENING OF THE SYMPOSIUM
Christopher J Zane, President, Zanes Cycles, Conneticut,
USA
Passion for Creating Lifetime Customers
Valarie Zeithaml, Professor
University of North Carolina at Chapel Hill, USA
Driving Customer Equity
PLENARY SESSION 2
A Parasuraman, Bo Edvardsson and Anders Gustafsson
Professor, University of Miami, USA
Professor and Associate Professor, Karlstad University, Sweden
The Impact of National Culture on Technology Readiness, Adoption
and Use
Aidan Daly, Professor, National University of Ireland,
Galway, Aoifa Duffin, William Irvine, Stephen ORourke and Chris Simpson,
trainee actors, University of Dublin, Ireland
Let’s Improvise!
LUNCH
CONCURRENT SESSION 1-5
CONCURRENT SESSION 6-10
DINNER AT HENNICKEHAMMAR
Thursday JUNE 17
PLENARY SESSION 3
Klaus Chojnacki, CEO, VW Kunden Club GmbH, Wolfsburg,
Germany
The Customer Forum of Volkswagen
Evert Gummesson, Professor, Stockholm University, Sweden
From One-to-One to Many-to-Many Marketing
Michael Hay, Range Concept Developer, IKEA, Sweden
Culture, Co-workers and Customers – the different IKEA Way
CONCURRENT SESSION 11-15
LUNCH
PLENARY SESSION 4
Agnetha Lund, Director, Icebar International, Icehotel,
Jukkasjärvi, Sweden
Icecold Mission in the Experience Economy and Services
Neeli Bendapudi, Associate Professor, The Ohio State
University, USA
B2B Services
CONCURRENT SESSION 16-20
BANQUET AT STADSHOTELLET
Friday JUNE 18
CONCURRENT SESSION 21-25
PLENARY SESSION 5
Christopher Lovelock, Professor, Yale School of Management,
USA
Developing Services for the Bottom of the Economic Pyramid:
A Management Challenge and Research Opportunity
Michael D Johnson, Professor, University of Michigan
Business School, USA
Customer Satisfaction in a Service Economy: Lessons from the National
Barometers
SUMMING UP
LUNCH
Web editor: Linda Rahkola, updated 2004-06-01