Convergence 2020
Convergence 2020 - Winning through service excellence, Theory and Practice
Important Dates
About Convergence 2020
A steady growth of the service sector globally and increasing convergence of technology and services have brought to the fore opportunities never before witnessed in the services domain. The increasing maturity of online services along with the advent of new-age companies and business models has transformed the service delivery ecosystem to cater to the needs of a new breed of emerging consumers. Convergence 2020, organized by IFIM Business School, aims to bring researchers and practitioners together to build consensus on what it takes to win in this new, still-evolving era of services.
Topics
Service design and innovation, Co-creating services with customers, Service quality and productivity, Internal service quality and employee satisfaction, Access-based services in a sharing economy, Role of ai and technology platforms in delivering services., Service excellence in online vs. offline delivery, Service dominant logic (sdl) and value co-creation, Effective service recovery, Innovative service business models, Role of service excellence in societal wellbeing, Service excellence in public-sector/governmental agenciesCall for Papers
While the overall conference theme is “winning through service excellence,” the conference would welcome submissions of conceptual and empirical papers, case studies, etc., on a broad variety of issues that might relate directly or indirectly to service excellence. Submit extended abstract up to 1000 words and 3 to 5 keywords along with title, author(s) name, affiliation, and email ID. A pre-conference workshop on “Conducting Impactful Research: Opportunities, Challenges, and Strategies” by Prof. K. Sivakumar, College of Business, Lehigh University, U.S.A will also be organised on 28th May afternoon. Selected high quality papers presented at the conference will be published in the Journal of Service Management (“A” journal in the ABDC classification) as a special issue or in a regular issue with fast track review. Two Best Paper awards sponsored by AIM -Parasuraman centre will be conferred to the authors.
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