24th Excellence in Services International Conference

The 24th Excellence in Services International Conference

September 2 and 3, 2021

University of Salerno
Salerno, Italy

Founded by the University of Toulon and the University of Verona in 1998 as “Toulon-Verona Conference”, “Excellence in Services” is the 24th Conference in the series (Toulon 1998; Verona 1999; Derby 2000; Mons 2001; Lisbon 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; Verona 2017; Paris 2018, Thessaloniki 2019, Coimbra 2020 – cancelled). In 2021 delegates are welcome in SALERNO, in stunning and enticing Campania, Italy, for its 24th edition.

Organizational Excellence has established itself the key to success in management for all types of organizations for many years now. This Conference looks at the role of Excellence both from theoretical and practical points of view.

The Conference will include plenary sessions with keynote speakers and specialized parallel sessions.

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 Arash Shahin of the University of Isfahan, Iran

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 (click here). Abstracts should be sent by e-mail by June 12, 2021 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 (click here). The deadline for full paper submission is July 15, 2021

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 Salerno”, Via Giovanni Paolo II, 132, 84084 Fisciano SA, Italy.
The Gala dinner will take place on Thursday 2 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, 2021. Access is free for session attendants without materials and catering services. Please fill in this registration form.

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 Naples airport, or by train. Further useful information will be regularly posted on the Conference website

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 – Western Kentucky University and 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)

Organizing Committee

Maria Vicenza Ciasullo (University of Salerno)
Luca Carrubbo (University of Salerno)
Raffaella Montera (University of Salerno)

Marketing and Communication

Andrea Chiarini – Verona University (Italy)

Organizing Universities and Partner Organizations

  • University of Salerno (Italy)
  • 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