20th Excellence in Services International Conference

September 7-8, 2017

University of Verona, Verona (Italy)


Scope of the Conference

Academics, researchers, managers, administrators, support staff in the areas of focus of the Conference have submited theoretical contributions, empirical analyses, experiences, case studies or reflections aimed to quality and excellence in services. All submissions are 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. Bosse Edvardsson

Karlstad University, Sweden,




Paolo Braguzzi

DAVINES limited company



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 format Emerald. Abstracts should be sent by e-mail by April 30, 2017 at the latest to: All abstracts will be acknowledged and authors will be notified of the reviewers’ comments.

Papers have to follow the guidelines. 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’s exclusion from the Conference Proceedings Book.


Conference venue

The Conference taken place at the “Polo Universitario Santa Marta“, University of Verona, Via Cantarane 24, 37129 Verona (Italy).
The Gala dinner taken place at Cantina Rocca Sveva on Thursday September 7 in Verona city.


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 through Verona, Milano Malpensa or Linate, Milano Orio al Serio (Bergamo), Bologna, Venice International Airports and Verona Railway Station.


The Scientific Committee

Claudio Baccarani – Verona University (Italy)
Alan Brown – Edith Cowan University (Australia)
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
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
  • Fabio Cassia
  • Paola Castellani
  • Nicola Cobelli
  • Elena Giaretta
  • Chiara Rossato
  • Francesca Simeoni
  • Federico Testa
  • Marta Ugolini
  • Vania Vigolo


Contact information

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


The TQM presentation


The partners of the Conference


Final programme


Registration form


Call for papers




   shopper provided by ALISEA sponsor