17th Toulon-Verona (ICQSS) Conference “Excellence in Services”

17th Toulon-Verona (ICQSS) Conference “Excellence in Services”

28 - 29 August 2014


The 17th Toulon-Verona (ICQSS) International Conference on “Excellence in Services” was hosted by the John Moores University in Liverpool (UK). It welcomed Dr. Tito Conti and Prof. David Hutchins as guest speakers. Conference proceedings include 30 papers concerning the following six areas of focus: higher education, tourism, organization, theory and methodology, local government, logistics, strategy, health care, customer satisfaction, and human resources.    

International Committee
Claudio Baccarani, Verona, Italy;
Alan Brown, Edith Cowan, Australia;
Amnon Caspi, Bar Ilan - Ruppin, Israel;
Michele Cano, West Scotland, Scotland;
Alex Douglas, Liverpool John Moores, England;
Esteban Fernandez Rico, Oviedo, Spain;
Jacques Martin, Toulon, France.

Keynote speakers
Tito Conti (Italy) and David Hutchins (England).

Organizing Committee
Dawn Fantin
Alison Byrne
Denis Glinister
Jackie Douglas

Important Dates
Deadline for Abstracts: 30 April 2014
Deadline for full paper submission: 30 June 2014

Background to the Conference
This is the 17th conference in the series. (Toulon 1998; Verona 1999; Derby 2000; Mons 2001; Lisboa 2002; Oviedo 2003; Toulon 2004 ; Palermo 2005, Paisley 2006, Thessaloniki 2007, Florence 2008, Verona 2009, Coimbra 2010, Alicante 2011, Rishon Lezion 2012, Ljubljana 2013). In 2014 it takes place in the city of Liverpool, European Capital of Culture 2008, England. 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, which will be published in different Journals after the conference: Sinergie Italian Journal of Management and The TQM Journal.

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 Liverpool John Moores University, sessions will take place at the John Lennon Art and Design Building, Duckinfield Street, Liverpool. Conference website: http://www.ljmu.ac.uk/PRS/17TVC/. Contact (non-academic matters): 17TVC@ljmu.ac.uk; (academic matters) jma.martin@wanadoo.fr.
The Gala Dinner will take place at Anfield Stadium, Home of the Liverpool Football Club.

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. Logistics
7. Theoretical and methodological approaches
8. Statistics for excellence measurement

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 30 April 2014 at the latest to:
All abstracts will be acknowledged and authors will be notified of the reviewers' comments.
At least one of the authors has to be in Ljubljana to present the paper.
The deadline for full paper submission is 30 June 2014.
For further information, contact: jma.martin@wanadoo.fr
Jacques Martin, ESOE, 30 Impasse Fleurie, 83130 La Garde, France.
Phone: +33 608 63 49 97. Fax +33 494 21 98 34


The delegate fee is 420€ (220€ for Master/PhD Students and Liverpool John Moores
University affiliates,), covering access to all daytime conference sessions, conference proceedings, lunches, refreshments, gala dinner. (Surcharge of 50 € if payment after 30 June 2014). Free for session attendants without materials and catering services.

Fee payable in Euro (or equivalent in another currency) by cheque or bank transfer to: ESOE
Bank : CREDIT AGRICOLE, La Garde, Var, France
Account (IBAN): FR76 1910 6000 0843 5028 0198 931, BANK IDENTIFIER CODE/SWIFT: AGRIFRPP891
For registration form and information, contact:


The venue can be reached through Liverpool International Airport, Liverpool Central Railway Station and by car. Further useful information will be regularly posted on the Conference website
Further useful information will be regularly posted on the Conference website.

       Download the programme

Conference    |    Liverpool


© 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