Dear Colleagues and Researchers
We are pleased to announce that the Call for Papers is now open for the 20th International Research Symposium on Service Excellence in Management (QUIS20) and we would welcome your submissions.
QUIS20 will be taking place at the University of Cambridge in Cambridge, UK and will be hosted by the Cambridge Service Alliance, taking place from 30th June – 3rd July 2027.
The theme for this year’s conference is Service and Experiences for Human-Centric, Sustainable Futures in an AI-enabled Digital Age: Imagining Research, Education and Practice.
We welcome submissions addressing the following key topics (but not limited to):
– Artificial intelligence (AI) and service
– Sustainable service design and operations
– Service education with AI
– Customer experience and journeys
– Digitalization in service
– Service design
– Service robots
– Customer relationship management
– Business to business services
– Service operations
– Servitization
– Ethical service
– Transformative service
– Service ecosystems and value co-creation
– Customer value creation
– AI driven business model innovation
– Service innovation
– Service marketing
– Human centric service
– Technology in service
– Employee engagement and enablement
– Service policy and governance
We invite submissions in two formats:
1. 500-Word Abstract: For consideration for presentation at the conference, outlining the relevance and contribution of the work.
2. Special Session Summary: A proposal of up to 500 words for special sessions, interactive workshops, or joint industry-research discussions.
Authors must provide author details and supply a structured abstract including these sub-headings:
- Purpose of the study
- Methodology
- Findings
- Research limitations / Implications
- Originality / Value
- Keywords
- Presentation format
Practitioners are especially encouraged to contribute case studies, best practices, and emerging trends. Selected practitioner submissions will be considered for the Best Practitioner Paper Award.
Please submit your submissions to Charlotte Jenkins at quis20-enquiries@eng.cam.ac.uk using the Subject: QUIS20_Abstract Submission_[Abstract Title]_[Your Full Name]
Deadline: 30th November 2026
Doctoral Consortium (Wednesday 30th June 2027)
Information about this event and who can attend etc. can be found here.
In order to be prepared to participate to the Doctoral Consortium, you must submit a document including (1) a one-page resume, and (2) a one-page non-technical summary of your thesis research. Writing a non-technical summary will be helpful for you to talk to potential employers, your peers and the panellists about your research.
Please submit your submissions to Charlotte Jenkins at quis20-enquiries@eng.cam.ac.uk using the Subject: QUIS20_Doctoral Consortium Submission_[Abstract Title]_[Your Full Name]
Deadline: 30th April 2027
For further details of this conference, please visit the conference website here and the LinkedIn Page here (please note that this will be regularly updated to reflect the latest information).
We look forward to receiving your submissions and welcoming you to Cambridge!
Yours faithfully,
The QUIS20 Organising Committee
Important Dates for Conference
- Submissions Open: Early September 2026
- Submission Deadline: 30th November 2026
- Notification of Acceptance: 1st February 2027 (Please note that each accepted paper requires at least one unique co-author to register and attend the conference)
- Early-Bird Registration Deadline: 30th March 2027
- Doctoral Consortium (30th June) – Submission Deadline: 30th April 2027
- Submission Date for Extended Abstracts etc.: 30th April 2027
