La Londe Conference 2020

Cancellation of the La Londe International Conference in Services, June 2nd – 5th , 2020

Dear colleagues,

We are living through difficult days, confronted with this fearsome, invisible, unpredictable virus. The Coronavirus (COVID-19) epidemic makes any project totally uncertain.

In view of the circumstances (health risks, general containment, closure of universities, hotels, border closures and suspension of international flights, etc.), holding the conference in early June has become impossible.

You are aware of our attachment to and involvement in this conference, which has been further strengthened this year by the departure of its founder, our friend Pierre Eiglier. We have thought long and hard about alternatives.

Rescheduling at a later date proves to be very hypothetical as it would depend on the evolution of the epidemic, regulatory restrictions and the availability or constraints of each individual.

An adapted online conference was also envisaged. However, the spirit of La Londe, this timeless moment, where one takes the time to reflect on the research of a colleague, where one meets new and passionate researchers, where collaborations are established over a meal, where the PhD student can exchange with the renowned professor in all simplicity, where the community comes together to share, create and grow, this spirit of "service" - which is ours - would not have been present with such intensity in an online format.

It is therefore with great sadness that we decide to cancel the 2020 edition of the Londe Conference.

We would like to express our warmest thanks to the members of our scientific committee Bart Larivière, Martin Spring and Mahesh Subramony.  We would like to underline the rigor, the effort, and the benevolence they have shown, and the remarkable comments they have made on the articles.

We would also like to thank the components of our University of Aix-Marseille (IUT d'Aix- Marseille, IAE Aix-Marseille University, CERGAM), and their efficient staff, as well as all those who worked on the organization of this very special event for the service community.

Finally, we would like to thank all the authors who submitted their papers. The absence of the conference does not detract from the scientific value of their manuscripts. The abstracts of the selected papers are available on the proceedings of the 2020 La Londe Conference (click here to download the proceedings). The document also indicates the e-mail addresses of all the authors in order to facilitate exchanges and possible returns.

Dear colleagues, "we will have better days and we will find happy days again". We are already looking forward to meeting you again for our next La Londe Service conference in 2022.

So take care of yourselves, take care of each other. We will be very happy to just be together, soon.

La Londe Service Conference Organizing Committee


Archives :  La Londe Conference 2020

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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