International scientific conferences play an important role within this dynamic development and serve as forums for information exchange and building scientific networks. One of the most renowned and prominent of these scientific events in the field of services management is the "e;Quality in Service (QUIS)"e; bi-annual conference series which is hosted alternately in Europe and North America. The eleventh QUIS conference took place in Germany for the first time and was hosted by the Chair of Services Management of the Catholic University Eichstaett-Ingolstadt in co-operation with Volkswagen After Sales and the Volkswagen AutoUni in June 2009 in the city of Wolfsburg. More than 200 participants from over 30 countries presented their research in up to nine concurrent sessions and took part in workshops and panel dis-cussions. All papers in this e-book demonstrate the high quality of the presentations at QUIS 11 and give valuable stimuli for further research.

International scientific conferences play an important role within this dynamic development and serve as forums for information exchange and building scientific networks. One of the most renowned and prominent of these scientific events in the field of services management is the "e;Quality in Service (QUIS)"e; bi-annual conference series which is hosted alternately in Europe and North America. The eleventh QUIS conference took place in Germany for the first time and was hosted by the Chair of Services Management of the Catholic University Eichstaett-Ingolstadt in co-operation with Volkswagen After Sales and the Volkswagen AutoUni in June 2009 in the city of Wolfsburg. More than 200 participants from over 30 countries presented their research in up to nine concurrent sessions and took part in workshops and panel dis-cussions. All papers in this e-book demonstrate the high quality of the presentations at QUIS 11 and give valuable stimuli for further research.