Verma, R. (2014). A quarter-century focus on improving service quality. Cornell Hospitality Quarterly, 55, 220. doi: 10.1177/1938965514538587 Retrieved [insert date], from Cornell University, School of Hospitality Administration site: http://scholarship.sha.cornell.edu/articles/641/
A Quarter-Century Focus on Improving Service QualityArticles and Chapters
Abstract[Excerpt] The first International Quality in Service Symposium (QUIS) that took place in 1988 in Karlstad, Sweden, represented a particularly important starting point and stimulus for the scientific discussion of service management issues. Since then, service management research has developed significantly, and a specific scientific community has evolved. At several prestigious universities all over the world, service research centers have been established and a growing number of service-related books have been published. Moreover, an increasing number of academic journals with a focus on services are gaining an international reputation.