11th Toulon-Verona (ICQSS) Conference “Excellence in Services”

11th Toulon-Verona (ICQSS) Conference “Excellence in Services”

04 - 05 September 2008


The 11th Toulon-Verona Conference was hosted by the University of Florence, Italy in 2008 and included the new theme of banking services. Prof. Tony Bendell, UK, and Dr. Stefano Nardini, Italy, were invited as keynote speakers.

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

The conference will be based at the University of Florence, Dipartimento di Scienze Aziendali, Via delle Pandette 9, Florence, Italy. www.unifi.it / www.cce.unifi.it.

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. Banking services
6. Theoretical and methodological approaches

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.

Banking services
Customer relationships, customer satisfaction, personnel training, personnel satisfaction, service quality.

Theoretical and methodological approaches
Quality and excellence models, survey methods, measurement, assessment tools.

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. A selection of the best papers will be published in different journals.
Abstracts of no more than 200 words should be sent by e-mail by 23 May 2008  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 11 July 2008.
For further information, contact: jma.martin@univ.tln.fr.

UFR Sc. Economiques et Gestion, Université du Sud Toulon-Var, BP 20132, 83957 La Garde cedex, France. Phone (office) +33 494 14 27 15 or (mobile) +33 608 63 49 97. Fax +33 494 21 98 34.


The delegate fee is 400€ (Master/PhD Students: 150€), covering access to all daytime conference sessions, conference proceedings, lunches and refreshments on 4 and 5 September and the gala dinner on 4 September evening.
The gala dinner will take place in a historical building in the centre of the city of Florence. 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.

See list of recommended hotels, for more hotels contact: Florence Tourist Office: Via Manzoni, 16, 50121 Florence, Italy Tel: +39 055 23320; http:// www.firenzeturismo.it.

Grand Hotel Villa Medici **** Lux
Via Il Prato 42, Ph. +39 055 2381331, Fax. +39 055 2381336, e-mail reservationshvm@sinahotels.it, web www.villamedicihotel.it, single € 250, double € 280

Viva Hotel Laurus al Duomo ****
Via De’ Cerretani 54R, Ph. +39 055 2381752, Fax. +39 055 268308, e-mail laurus@vivahotels.com, web http://laurus.hotelfirenze.com, double 1 p. € 170, double 2p. € 190

Hilton Garden Inn Florence Novoli ****
Via sandro Pertini 2/9, Ph. +39 055 42402001, Fax. +39 055 42402020, email FLRN_RS@hilton.com, web http://hiltongardeninn.hilton.com, single € 97, double € 112

Hotel Kraft ****
Via Solferino 2, Ph. +39 055 284272, Fax. +39 055 2398267, e-mail info@krafthotel.it, web www.krafthotel.it, single € 120, double 1p. € 150, double 2 p. € 160

Hilton Florence Metropole ****
Via del Cavallaccio 1, Ph. +39 055 78711, Fax. +39 055 78718020, web www.florencemetrople.hilton.com, double 1p. € 110, double 2 p. € 125

AC Hotel Firenze ***
Via Luciano Bausi, Ph. +39 055 312011, Fax. +39 055 3120112, e-mail acfirenze@achotels. com, web www.ac-hotels.com, double 1p. € 120, double 2 p. € 145

Viva Hotel Alexander Novoli ***
Viale Guidoni 101, Ph. +39 055 4378951, Fax. +39 055 416618 , e-mail alexander@vivahotels.com, web http://alexander.hotelfirenze.com, single € 78, double 1 p. € 115, double 2 p. € 130

Viva Hotel Fleming Novoli ***
Viale Guidoni 87, Ph. +39 055 4376773, Fax. +39 055 435894, e-mail fleming@vivahotels.com, web http://fleming.hotelfirenze.com, single € 78, double 1p. € 78

Hotel Loggiato dei Serviti ***
Piazza Ss. Annunziata 3, Ph. +39 055 289592, Fax. +39 055 289595, e-mail infor@loggiatodeiservitihotel.it, web www.loggiatodeiservitihotel.it, single € 80, double 1 p. € 95, double 2 p. € 110

Hotel Il Guelfo Bianco ***
Via Cavour 29, Ph. +39 055 288330, Fax. +39 055 295203, e-mail info@ilguelfobianco.it, web www.ilguelfobianco.it, single € 100, double 2 p. € 115

Download the programme
Conference    |    Florence


© 2014 TVC Conference. All Rights Reserved.

We use cookies to improve our website and your experience when using it. Cookies used for the essential operation of the site have already been set. To find out more about the cookies we use and how to delete them, see our Privacy Policy.

I accept cookies from this site