The 18th international research symposium on service excellence in management was attended by the CSO of ARMIS Benelux. 

The 18th International Research Symposium on Service Excellence in Management (QUIS18) took place June 20-23, 2023 at VinUniversity in Hanoi, Vietnam. The main theme of the conference focused on "Re-imagining service to improve human life and society" and featured interventions from experts from around the world.  

 
Since 1988, the QUIS symposium has brought together the best interdisciplinary academic research and management practices in a forum that aims to advance the study of service management, service-dominant logic, service leadership, customer experience, technology, and service innovation.  

On June 22, Jorge Sousa, ARMIS Benelux CSO, presented the paper “Impact of the relational motive to co-create on service quality”, which develops a mathematical simulation model that explains when and how the development of relationships between teams involved in service delivery affects service quality. 
 

For Jorge Sousa this "was a great experience to be at Quis18, to participate in the reflection on new and innovative practices aimed at service management, to apply technology to services and to promote this very sector".