JAGSOM Hosts International Conference on Service Excellence “Convergence 2020”

Bengaluru: Jagdish Sheth School of Management (formerly known as IFIM Business School), the leading management school with AICTE, NBA and AACSB accreditation has recently been ranked in global QS World University Rankings organised “Convergence 2020”. It is an international conference focused on service excellence. The event was hosted virtually on 18th and 19th of December. Revolving around the theme of “Winning through Service Excellence: Theory and Practice”, Convergence 2020 saw participation from eminent academicians, researchers, and practitioners from across the world.

With this two-day conference, JAGSOM aimed to present a forum for sharing knowledge, stimulating fresh ideas, research as well as applicable solutions on service excellence in this new era of technology, especially in an emerging economy such as India. It focused on key aspects of the service sector, such as design and innovation, quality and productivity, co-creating services with customers, access-based services in a sharing economy, and bringing the convergence of technology and services to the forefront. The sessions lined up in the conference also provide an opportunity to deliberate on real-time solutions to the challenges faced by various industries functioning in the service arena.

Speaking about the conference, Prof. Parasuraman, Pro-Vice-Chancellor of Vijaybhoomi University, says, “Convergence 2020 is the inaugural international event being hosted by the newly named Jagdish Sheth School of Management (JAGSOM). Focusing on the timely theme of service excellence, it includes keynote addresses and panel discussions by some of the leading service scholars from around the world, in addition to paper presentations by service researchers. It promises to offer important new insights for academics as well as practitioners.”

Convergence 2020 highlighted the service sector through enriching case studies, research paper presentations, addresses and panel discussions. It will also delve deeper into the innovations designed to enhance the effectiveness of the overall service sector and showcase the societal impact it is set to create. The keynote speakers presented conceptual and empirical papers on a broad variety of issues pertaining to service excellence. Further, selected high-quality papers will be considered for publication in the Journal of Service Management (an “A” category journal in the ABDC classification) with a fast track review.


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