La Londe Conference 2020

16th International Research Conference in Service Management

La Londe les Maures, France, June 2-5, 2020

COVID-19 : Currently we have the opportunity to wait to cancel the seminar. La Londe seminar is quite small, it involves a single location which is currently enough flexible to wait to understand how things evolve.

Thus, we are not cancelling the seminar right now, and offer you a long-term reservation deadline. 

We will get back to you in a month or so, and will make a final decision then, based on the situation in France and in your respective countries.




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 2020 marks the 16th 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. There are only two competitive sessions occurring at the same time and participants spend more time discussing the paper than presenting it. Each author has 45 minutes (full paper submission) or 15 minutes (extended abstract submission) to present the paper and to lead a discussion with the audience. At each session, both academics and professionals participate in debates, dialogs, and formal presentations. Many participants have established new networks or rejuvenated old ones to exchange ideas and knowledge. Friendliness and informality are part of the tradition of the event, greatly enhanced by the beautiful setting in a Mediterranean seashore environment. In addition to the rich intellectual exchange, the conference provides a visit to the magnificent and the car-free Porquerolles Island.


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Founder & President


Aix-Marseille Graduate School of Management - IAE

Scientific Committee

Human Resources Track

Marketing Track

Operations Management Track




Northern Illinois University

KU Leuven

Lancaster University Management School

Organizing Committee


Sylvie LLOSA


Lionel NICOD


IAE Lyon School of Management
Aix-Marseille Graduate School of Management – IAE

IUT Aix-Marseille, Aix-Marseille Université

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:


  • Assessing and/or improving the customer experience
  • AI applications and robotics in service and the service encounter
  • Customer participation in service innovation
  • Customer relationship management in service
  • Social influences in the service experience
  • Fostering customer engagement
  • Service across the globe
  • Service and its potential to enhance consumer lives
  • Collaborative service and the sharing economy
  • Service Design, Role of the customer and Service delivery system
  • Service capacity
  • Service Innovation and NSD
  • Integrating new technologies into service delivery systems
  • Service networks and Network management
  • Service network, alliances, outsourcing
  • Services and the public sector
  • B-to-B services and Service management in manufacturing
  • Services and economic trend
  • Service-focused Human Resource Management (HRM) systems
  • Service climate and culture
  • Service strategy and competitive advantage
  • Cross-cultural issues in service
  • Service leadership
  • Service-profit chain
  • Evolving roles of service employees
  • Disadvantaged and contingent service workers




Authors can choose between two submission format:

1. The extended submission format is a full paper.

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.  For the references style, please refer to

Each author has 45 minutes to present the paper (20 minutes) and to lead a discussion (25 minutes) with the audience. The feed back is then deep and really useful for the authors. Once the paper based on the extented full format is accepted, authors are free to choose whether to publish on the conference website the entire manuscript or only an extended abstract to avoid future journals publication problems.

2. The normal submission format is an extended abstract.

Manuscripts are to be no longer than 5 pages, typed 1.5 line spacing in Times New Roman size 12, whithout including Tables, Figures and References, 

Each author has 15 minutes to present the paper (7 minutes) and to lead a discussion (8 minutes) with the audience.

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-15-11-2020.doc       or           LAMDA-15-11-2020.rtf

Subsequent version of the papers (if modifications are made) will be sent with the revision date, (e.g. LAMDA-rev-21-01-2020.doc) thereby avoiding all possible confusion in the final version.


Contributions must be uploaded before February 9th, 2020 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.


La Londe, an unforgettable location on the French Riviera

Travel Information

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

The conference starts on Tuesady, June 2nd at 6 p.m. with a get together and a warm-up session. Participants may check-in on Tuesday, June 2, 2020 at any time, but rooms are available after 4:00pm. Those wishing to arrive before Tuesday should contact Martial PIAT 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.
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):

Registration and Booking

  • Participant rate: 900 euros
  • PhD student rate: 750 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): 550 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

Pre-Registration is open

Click HERE to pre-register