10th Toulon-Verona (ICQSS) Conference “Excellence in Services”

10th Toulon-Verona (ICQSS) Conference “Excellence in Services”

03 - 04 September 2007


The 10th Toulon-Verona Conference was hosted by Aristotle University in Thessaloniki, Greece, in 2007 and welcomed Prof. E.S. Savas of Baruch College/CUNY, New York, USA, Prof. Don Westerheijden, CHEPS/University of Twende, The Netherlands and Prof. Jens J. Dahlgaard, University of Linköking, Sweden.

As Quality Management and Excellence have been established as of paramount importance in Higher Education, Health Care, Local Government, Tourism, Banking, Logistics, the Conference looks at the role of Quality/Excellence, stakeholders, resources, processes, certifications, accreditations and labels, measurement and improvement in such institutions and activities.
The conference will include plenary sessions with keynote speakers and specialized parallel sessions. An international committee will select the best papers, including PhD papers, that will be published in different Journals after the conference.

The conference participants
Academics, researchers, managers, administrators, support staff in Higher Education, Health Care, Local Government, Tourism, Banking, Logistics, Statistics.

The venue

This conference will be based at Aristotle University, Department of Economics in Thessaloniki, Greece. www.econ.auth.gr.

Call for papers

The conference has eight areas of focus:

1. Higher Education
2. Health Care
3. Local Government and public services
4. Tourism and Leisure
5. Global logistics.

Examples of discussion topics in the scope of the six specific areas are the following:

Higher Education Institutions
Organisational culture. People’s motivation and involvement. Performance measurement and improvement. Customer focus (students, parents, employers and other stakeholders). National quality assurance systems and other quality management models. Students’ evaluation and other stakeholders’ satisfaction.

Health Care Institutions
Organisational culture. People’s motivation and involvement. Performance measurement and improvement. Customer focus (patients, families, employees and other stakeholders). Accreditation systems. Patient satisfaction. Patient safety.

Local Government and public services
Delivery of administrative Services. Efficiency of public administrations. Innovation and new technologies in the production of services in the public sector. Professional training and continuing education. Citizen satisfaction.

Tourism and Leisure
What quality for tourism and leisure? What organizations for tourism and leisure? Satisfaction surveys and measurement. Training and coaching for tourism and leisure activities.

Global logistics
Supply chain. Process control. Resource management. Eco-systems.

Papers can deal with both theoretical and methodological approaches to quality and excellence, implementation, and case studies. All submissions must be written in English, official language of the Conference.
Abstracts of no more than 200 words should be sent by e-mail by 31 May 2005 at the latest to:
All abstracts will be acknowledged and authors will be notified of the reviewers' comments by return of mail.
At least one of the authors has to be in Florence to present the paper.
The deadline for full paper submission is 10 July 2006.
For further information, contact: jma.martin@univ.tln.fr.

Jacques Martin, Université du Sud Toulon-Var, BP 20132, 83957 La Garde cedex, France. Phone +33 494 14 27 15 or +33 608 63 49 97. Fax +33 494 14 21 26.

The full delegate fee is 400€ (Master/PhD Students: 150€), covering access to all daytime conference sessions, conference proceedings, lunches and refreshments on 3 and 4 September and the gala dinner on 3 September evening.
The gala dinner will take place at the Prokumaia Restaurant by the sea on Thessaloniki bay. Price of gala dinner for accompanying persons: 45 Euro. Fee payable in Euro (or equivalent in another currency) by cheque or bank transfer to:
ESOE, CREDIT AGRICOLE, La Garde, Var, France Account number: 43502801989, IBAN: FR76 1910 6000 0843 5028 0198 931, BANK IDENTIFIER CODE (BIC): AGRIFRPP891.
 For registration form and information, contact: martin@univ-tln.fr.

The venue can be reached through Florence airport or railway station, Pisa airport (< 1 hour by train), Bologna airport (1 hour by train).
Further useful information will be regularly posted on the Conference website.

Due to an international commercial fair in Thessaloniki at the end of the first week of September, it is imperative that hotel reservations are made (and flights booked), with a deposit, by the end of May at the latest.

       Download the accommodation sheet

       Download the programme

Conference    |    Thessaloniki


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