The 24th Excellence in Services International Conference - EISIC Conference



Since 1998, born as Toulon–Verona Conference on Higher Education and in the 2017, on the occasion of its 20th anniversary renamed "Excellence In Services international Conference" (website:, the Conference has welcomed around 2,000 delegates and key-note speakers from more than 30 different countries in the world and more than 1,500 papers have been presented. The Conference has been hosted by different universities in Europe and beyond. The 24TH "Excellence in Services International Conference" was hosted at the University of Salerno, Italy, on 2-3 September 2021. On this occasion, 55 papers were presented and discussed. Taking into account the scope of the Conference, mainly based both on the theoretical development and the practical application related to service organizations, two main issues have been addressed. One one side, in the wake of the recession in the past decade and the concurrence of continuous socio-economic changes, further stressed by the Covid-19 outbreak, organizations, and in particular service ones, have to deal with the challenge of emerging and future uncertainty, unpredictability, and business complexity. On the other side, the role of digital technologies and digital transformation have been addressed in affecting the emergence of new socio-economic dynamics. In this fast changing scenario, service organizations need to comply with emerging dinamycs that affect strategical, tactical and operational issues for viable business management.

The aim of this special issue is to collect high-quality papers addressing and contributing to the debate about the main criticalities of the quality management in the light of the emerging and inter-related socio-economic transformations. The main areas under analysis will be healthcare, education, tourism, small and medium service companies and related systems, institutions and organizations.

Papers submitted to this TQM special issue will have to explore and provide new knowledge about the opportunities, issues and challenges that service organizations and systems have to face in order to improve business viability. Then, this issue welcomes manuscripts able to propose both new managerial practices and theoretical models that could add value to practitioners and academics.

Potential topics include, but are not limited to:

  • Total Quality Service
  • Service innovation
  • User/customer experience in digitalized context
  • Artificial Intelligence and digital services
  • Customer satisfaction
  • Digital Servitization
  • Innovation and entrepreneurship in services
  • Service complexity

Manuscript submission and review process

In preparing of manuscripts, authors are expected to follow the TQM author guidelines, that can be found here. All submissions to be made via the TQM Journal ScholarOne manuscript submission portal, located at:

All papers should be submitted in English. Non-native English speakers are urged to have their manuscript proofread prior to submission. Manuscripts should not have been previously published or be under consideration by other journals. All submissions will be screened by the guest editors, and if they fit to the topics and have sufficient quality, they will be sent out to a team of reviewers to undergo the usual double-blind peer review process.

The deadline of submission is 15th January 2022.

The publication of this special issue is expected in July 2022.

For any queries regarding submission, please contact the special issue guest editors via email.

Special issue guest editors

Maria Vincenza Ciasullo, University of Salerno, Salerno, Italy
[email protected]

Claudio Baccarani, University of Verona, Verona, Italy

[email protected]

Federico Brunetti, University of Verona, Verona, Italy

[email protected]

Jacques Martin, University of Toulon, Toulon, France

[email protected]