23rd Excellence In Services International Conference

September 3 and 4, 2020

University of Coimbra
Faculty of Economics
Coimbra, Portugal


Welcome to the 23rd Excellence in Services International Conference!
Known in the past as Toulon-Verona Conference, the Conference was rebranded in 2017 for its 20th anniversary 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.

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 at quality and excellence in services.

All submissions must be written in English, the 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 and banking 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 (ICT)
12. Professional services
13. Innovation and entrepreneurship in services

Keynote speakers

The “Excellence in Services International Conference” will welcome Professor Dwayne Gremler of Bowling Green State University, Ohio, USA, and a speaker from Portugal.

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 with the opportunity of publication in the cooperating journals:

The TQM Journal of the Emerald Group

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 Abstract template (chick here). Abstracts should be sent by e-mail by April 30, 2020 at the latest to All abstracts will be acknowledged and authors will be notified of the reviewers’ comments.

Papers have to follow the Paper format (chick here). The deadline for full paper submission is June 30, 2020.

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’s exclusion from the Conference Proceedings Book.

Conference venue

The Conference will take place at “the University of Coimbra”, Centro Cultural Dom Dinis, Largo Marquês de Pombal, Coimbra, Portugal.
The Gala dinner will take place on Thursday 3 September.

Costs and registration

The delegate fee is 350 € (200 € for Master/PhD Students and CNAM affiliates), covering access to all daytime Conference sessions, Conference proceedings, lunches, refreshments, and gala dinner.
Special offer: The fee is reduced to 300 € (150 € for Master/PhD Students) if payment is made before June 30, 2020. Access is free for session attendants without materials and catering services.

Fee payable in Euro (or equivalent in another currency) by 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


The venue can be reached by air from Lisbon or Porto airports, then by train to Coimbra.

The Scientific Committee

Jacques Martin – ESOE (President of the Scientific Committee)
Sandra Bertezene – Le CNAM (France)
Alan Brown – Edith Cowan University (Australia)
Federico Brunetti – Verona University (Italy)
Amnon Caspi – Bar-Ilan University (Israel)
Michele Cano – University of West of Scotland (UK)
Alex Douglas – The TQM Journal
Patricia Moura é Sa – University of Coimbra (Portugal)
Antigoni Papadimitriou – John Hopkins University (USA)
Stanislav Karapetrovic – Alberta University (Canada), The TQM Journal
Alfonso Vargas Sánchez – Huelva University (Spain)

The Conference Founders

Claudio Baccarani – Verona University (Italy)
Michel Weill † – University of Toulon (France)

Marketing and Communication

Andrea Chiarini – Verona University (Italy)

Organizing Universities and Partner Organizations

  • University of Coimbra, Faculty of Economics
  • ESOE
  • Verona University (Italy)
  • Emerald Publishing
  • Fondazione CUEIM (Consorzio Universitario di Economia Industriale e Manageriale)

Contact information

Jacques Martin, ESOE, 30 Impasse Fleurie, 83130 La Garde, France
+33 608 63 49 97

Registration form 

Paper format
Abstract template