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Excellence in Services 20th International Conference

September 7 and 8, 2017, University of Verona, Italy

Welcome to the 20th Excellence in Services International Conference! Known in the past as Toulon-Verona Conference, this year it comes with a brand new title to highlight Excellence in Services as the peculiar research field of the Conference. Both academics and practitioners are welcome to discuss current issues, exchange information, knowledge and experiences across the various domains of services. Participants will find the opportunity to present their studies in a friendly and informal atmosphere. We invite authors to submit their papers from all relevant areas of focus of the Conference.

About the conference

Founded by the University of Toulon and University of Verona in 1998, “Excellence in Services” is the 20th 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; Liverpool 2014; Palermo 2015; Huelva 2016). In 2017 it goes back to Verona (Italy) for its 20th Anniversary.

As Excellence and Quality Management have been established as of paramount importance in Higher Education, Health Care, Local Government, Tourism, Banking, Insurance, 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.

Keynote speakers

Excellence in Services International Conference will welcome Paolo Braguzzi, DAVINES limited company, as keynote speaker. Additional keynote speakers will be announced soon.

Scope of the Conference

Academics, researchers, managers, administrators, support staff in the areas of focus of the Conference are invited to submit theoretical contributions, empirical analyses, experiences, case studies or reflections aimed to quality and excellence in services. All submissions must be written in English, official language of the Conference. 

Areas of focus:

  1. Education
  2. Health care
  3. Local government and public services
  4. Tourism and leisure
  5. Financial, banking and insurance services
  6. Transport and logistics
  7. Theory and methodology in services
  8. Cases and experiences in services
  9. Statistics for excellence measurement
  10. Servitization for value creation
  11. Information and communication technology
  12. Professional services
  13. Innovation and entrepreneurship in services

Publication opportunities and awards

All submitted papers will be published with an ISBN number in the Conference Proceedings Book, freely available on the Conference website.  Each paper will also be singularly indexed in Google Scholar. After the Conference, the Scientific Committee will select the best papers, including PhD papers.  The best papers will be published in the cooperating journals:

  • The TQM Journal - a special issue of the Journal will be published in 2018 with the Conference’s best papers
  • Sinergie Italian Journal of Management. 


Participants who wish to present their research at the Conference are welcome to send an abstract in word format (.doc or .docx) of no more than 200 words according to the format available on Conference website: Abstracts should be sent by e-mail by April 30, 2017 at the latest to: [email protected].  All abstracts will be acknowledged and authors will be notified of the reviewers’ comments. 

Papers have to follow the guidelines published online. In this regard, a template in word format is available on Conference website. The deadline for full paper submission is June 30, 2017.

Every author (or where there are multiple authors, at least one author) must present their paper during the parallel sessions of the Conference. Failure to do so will result in the paper exclusion from the Conference Proceedings Book.

Conference venue

The Conference will take place at the “Polo Santa Marta”, University of Verona, Via Cantarane 24, 37129 Verona (Italy). The Gala dinner will take place on Thursday September 7 in Verona city.

Costs and registration

The delegate fee is 300 € (150 € for Master/PhD Students), covering access to all daytime Conference sessions, Conference proceedings, lunches, refreshments, and gala dinner (surcharge of 50 € if payment after June 30, 2017). Free access for session attendants without materials and catering services. Fee payable in Euro (or equivalent in another currency) by cheque or bank transfer to: ESOE (European Society for Organizational Excellence)

Bank: CREDIT AGRICOLE, La Garde, Var, France 
Account (IBAN): FR76 1910 6000 0843 5028 0198 931

A registration form is available on the conference website:


The venue can be reached through Verona, Milano Malpensa or Linate, Milano Orio al Serio (Bergamo), Bologna, Venice International Airports and Verona Railway Station. Further useful information will be regularly posted on the Conference website.

Scientific Committee 

Claudio Baccarani Verona University (Italy)
Alan Brown Edith Cowan University (Australia)
Amnon Caspi Bar-Ilan University (Israel)
Michele Cano West of Scotland University (UK)
Alex Douglas The TQM Journal
Stanislav Karapetrovic Alberta University (Canada), The TQM Journal
Jacques Martin Toulon University (France)
Alfonso Vargas Sánchez Huelva University (Spain) 

Organizing Universities and Partner Organizations

  • Toulon University (France)
  • Verona University (Italy)
  • Emerald Publishing 
  • CUEIM (Consorzio Universitario di Economia Industriale e Manageriale) 

Organizing Committee (Verona University)

Federico Brunetti (Coordinator) 

Angelo Bonfanti
Paola Castellani
Elena Giaretta
Francesca Simeoni
Marta Ugolini
Fabio Cassia
Nicola Cobelli
Chiara Rossato
Federico Testa
Vania Vigolo




Contact information

Jacques Martin
ESOE, 30 Impasse Fleurie, 83130 La Garde, France     
Tel. +33 608 63 49 97     
[email protected]

Important dates

Abstract: April 30, 2017
Full paper submission: June 30, 2017