La Londe Conference 2018

15th International Research Conference in Service Management

La Londe les Maures, France, June 10-13 2018


The La Londe Conference is a Research seminar organised by IAE Aix-Marseille Graduate School of Management in La Londe les Maures, South of France. IAE Aix-Marseille is one of the leading French public university business schools and is part of Aix-Marseille University, the largest public university in the French-speaking World. IAE Aix-Marseille was the very first school in Europe - in 1979 - to introduce a one-year graduate programme in the field of Services Management.

The first International Research Conference in Service Management was held in 1990, with the aim of overcoming traditional boundaries between disciplines. Year 2018 marks the 15th edition of this conference. By enabling thorough and fruitful exchange between a diverse group of participants, this conference has proven itself successful throughout the years.

The conference has a unique positioning: Two competitive sessions take place at the same time, and each author has 45 minutes to present the paper and to lead a discussion with the audience. Participants spend more time discussing the paper than presenting it. Leading universities from all over the world regularly send researchers who, through their participation, have established new networks or rejuvenated old ones to exchange ideas and knowledge. At each session, both academics and professionals take part in debates, dialogs, and formal presentations. Friendliness and informality are part of the Conference tradition, greatly enhanced by the beautiful setting in a Mediterranean seashore environment. In addition to the rich intellectual exchanges, the conference proposes a visit to the magnificent and the car-free Porquerolles Island.

During the conference, a Best Paper will be announced. The Best Paper and two selected papers will be invited for consideration for publication in the Journal of Service Management (JOSM). 



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Scientific Committee

Marketing Track

Human Resources & Marketing Interactions Track

Strategy and Economics Track

Service Operations Track

Jochen WIRTZ




National University of Singapore

Florida State University,USA

Aix-Marseille Graduate School of Management - IAE, France

Boston College, USA

Organizing Committee


Sylvie LLOSA

Lionel NICOD


IAE Lyon School of Management

Aix-Marseille Graduate School of Management – IAE

IUT Aix-Marseille, Aix-Marseille Université

University of Bologna
Department of Management

Topics of Interest

Submissions are encouraged on the following suggested, but not exclusive, topics:

  • Service network, alliances, outsourcing
  • Globalization of services
  • Productivity improvement
  • Relationship challenge
  • Competitive and strategic analysis
  • Services and the public sector
  • B-to-B services
  • Services and economic trend
  • New Service Development
  • Pricing
  • Managing service in mature industries
  • Service management in manufacturing


  • Customer engagement and the customer service experience
  • Service co-creation
  • Customer-to-customer influence in service experience
  • Customer relationship management
  • Customer involvement in service innovation
  • Customer adoption and use of self-service technologies
  • Customer adoption and interaction with robotics
  • Service recovery and complaint management
  • Assessment and/or improvement of service quality/customer satisfaction
  • Measurement and methodological issues in service research



  • Service design
  • Participation roles and responsibilities in service operations
  • Customer and employee behavior in service operations
  • Sustainability and social impact services
  • Service innovation and NSD
  • Integrating new technologies into service delivery systems
  • Service supply networks
  • Servitization
  • Evaluating service operations performance
  • Knowledge-based services
  • Managing e-services


  • HR practices on employees’ service performance
  • Selection/training/evaluation or rewarding of customer    contact personnel
  • Motivation, compensation, empowerment of customer service employees
  • Cross-cultural issues in service
  • Creation and management of a service climate and culture
  • Leadership and customer service performance
  • Organizational citizenship behaviors on customer satisfaction and loyalty
  • Value cocreation with customers through HR practices




We call for original papers, written in English or in French. However, papers are to be presented in English. Only papers written in English will participate in the Best Paper selection.

Manuscripts are to be no longer than 20 pages, including Tables, Figures and References, typed 1.5 line spacing in Times New Roman size 12.  Please refer to for the references style.
Authors are free to choose whether to publish on the conference website the entire manuscript or only an extended abstract. Each author has 45 minutes to present the paper and to lead a discussion with the audience.

Authors who want to submit an abstract of their research project (in 3 to 5 pages) can participate to the forum session featuring emerging research ideas and work in progress. In this forum session, 10 minutes will be allocated to each paper and discussions will occur during and after the session.

The first page is reserved for the title, full NAME(S) of the author(s) with surnames in CAPITALS, affiliation, e-mail address, full international contact details, and brief abstract of the paper of 150 words.

Your text MUST be sent in WORD (or .RTF) format and be identified as follows:

the NAME of FIRST/MAIN AUTHOR and DATE it is sent : LAMDA-15-11-2018.doc       or           LAMDA-15-11-2018.rtf

Subsequent version of the papers (if modifications are made) will be sent with the revision date, (e.g. LAMDA-rev-21-01-2018.doc) thereby avoiding all possible confusion in the final version.


Contributions must be uploaded before FEBRUARY 12, 2018 to Please indicate to which Track and member of the Scientific Committee the paper should be assigned.
Your manuscript will be acknowledged by email. All submissions will be reviewed by the Scientific Committee and Conference Coordinators.


Authors will be notified Thursday, March 15, 2018

Registration and Booking

  • Participant rate: 850 euros
  • PhD student rate: 700 euros

The conference package covers participation in the conference, proceedings, food and lodging for 3 nights at the Odalys resort.

  • Accompanying person (if sharing accommodation with a fully paying participant): 500 euros
    Does not grant access to the Conference sessions
  • Children under the age of 5 (if sharing accommodation with a fully paying participant): Free of charge

All fees are to be paid in full by April 30, 2018, by Visa or Master Card, bank transfer, check or "bon de commande universitaire".

Registration is open

Click HERE to register

Deadline for registration :  April 30, 2018 

Please note that your registration is only valid after PAYMENT

Cancellations before May 28, 2018 will be reimbursed, with a fee of 250€. All cancellations after this date will not be refunded.



La Londe Conference - IAE Aix-Marseille graduate School of Management  - Chemin de la Quille- Puyricard - CS 30063 - 13089 Aix-en-Provence Cedex 2 - France


La Londe, an unforgettable location on the French Riviera

Travel Information

The conference takes place at: ODALYS Résidence L'Ile d'Or  (ex-Agelonde) - Boulevard de la plage de l'Argentière - Agelonde - 83250 LA LONDE LES MAURES

Participants may check-in on Sunday June 10, 2018 at any time, but rooms are available after 4:00pm. Those wishing to arrive before Sunday should contact Julie Uski-Billieux for information ( We strongly recommend that you arrive at HYERES (or Toulon) railway station or TOULON-HYERES airport, since these are the most convenient and nearest to the residence. Access from Nice or Marseille is possible by rail (but is fairly complicated) or by car via the toll motor-way. The journey takes a good 90 minutes from either city.

By Air

La Londe-les-Maures is 20 kilometres (25 minutes) from Toulon-Hyères Airport with several daily flights to and from Paris Orly airport. It is about 120 kilometres (74.5 miles) from Marseille-Provence, and 160 Kilometres (99.4 miles) from Nice airport, with at least a 90 minute journey from either.

By Train

La Londe-les-Maures is 10 kilometres (10 minutes) from Hyères and 28 kilometres (about 45 minutes driving time) from Toulon railway station (with frequent fast trains (TGV) to and from Paris, Marseille or Nice). It is 160 (99.4 miles) kilometres from Nice and 95 (59 miles) kilometres from Marseilles railway stations. Rail travel information in France is available here : You will need to have an approximate date of departure to obtain information. Payment on line is accepted (NB: tickets are to be withdrawn using the same credit card used for purchase).

To reach the Conference resort from the airport or station

Several possibilities are open to participants to reach the conference resort:

  • Bus: regular bus services from Toulon or Hyères railway stations and Toulon-Hyères airport to the centre of the village of La Londe.
    NB: The village centre is about 3 kilometres from the resort. Be careful if you are arriving late, buses don't run at night.
  • Taxi: The best solution to get to the Odalys Resort.
    Contact Julie Uski-Billieux to book a taxi pickup (Toulon-Hyères, Nice, Marseilles airports or railway stations or La Londe-les-Maures town centre)
    OR you can choose to hire a taxi upon arrival.
    NB: "No-shows" for a booked taxi will be charged the round trip
  • Car rental: you can arrange car rental details before leaving home through all the leading international car rental companies. Rented cars are supplied with GPS on demand (at extra cost). A free car park is provided at the resort.

You can find other detailed information on transport to La Londe on the following website (transport section):