21st Excellence in Services International Conference

August 30 and 31, 2018

CNAM, Paris (France)

Welcome to the 21st 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, official language of the Conference.

Areas of focus

  • Education
  • Health care
  • Local government and public services
  • Tourism and leisure
  • Financial and banking services
  • Transport and logistics
  • Theory and methodology in services
  • Cases and experiences in services
  • Statistics for excellence measurement
  • Servitization for value creation
  • Information and communication technology
  • Professional services
  • Innovation and entrepreneurship in services


Keynote speakers



Prof. Dana Johnson

Michigan Technological University, USA




Gaëtan Dartevelle

CEO Greenloop



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, 2018 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, 2018.

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 “Conservatoire National des Arts et Métiers”, 292 Rue St Martin, 75003 Paris.

The Gala dinner will take place on Thursday August 30 at Restaurant ‘Le Cirque’, 141 rue St Martin, 75004 Paris (opposite “Centre Georges Pompidou”).


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, 2018. Access is free 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



The venue can be reached from everywhere in the world by air, Charles de Gaulle, Orly, Beauvais airports or train.


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
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

Angelo Bonfanti – Verona University (Italy)

Organizing Universities and Partner Organizations

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


Organizing Committee (CNAM)

Prof. Sandra Bertezene, Management of Health Services
Prof. Madina Rival, Director of Research Laboratory LIRSA
Mireille Cahuzacq, Event Communication
Alice Navarro, Event Manager


Contact information

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


Presentation of Dana Johnson


Homage to Claudio Baccarani


Full programme


Some hotels in the vicinity of Le CNAM


Registration form


Paper format


Abstract template


Call for papers


Photo Gallery

August 30, 2018

Plenary session
Parallel sessions
Visit to Le Cnam
Gala dinner and awards
Homage to Claudio Baccarani

Best paper of 20th EISIC 

Best referee of The TQM Journal
Best paper of the TQM Journal (year 2017)

August 31, 2018

Parallel sessions
Plenary session
Closing and next conference