Call For Papers

Service and experiences for Human-Centric, Sustainable Futures in an AI-enabled Digital age: Imagining Research, Education and Practice

The 20th International Research Symposium on Service Excellence in Management (QUIS20) will be hosted by the Cambridge Service Alliance at the University of Cambridge in Cambridge, UK.

We are at a pivotal inflection point as a society where the advancements of artificial intelligence enabled technology demand that we imagine bold new directions for service research and practice. The 2027 theme, “Service and experiences for Human-Centric, Sustainable Futures in an AI-enabled Digital age: Imagining Research, Education and Practice” invites scholars and practitioners to explore how service research and practice can contribute to shaping human-centric and sustainable futures in an increasingly digital and AI-driven world. But does so in ways that are ethical, sustainable, inclusive, and centred on human flourishing.

QUIS Overview

Since 1988, the QUIS symposium brings together the best interdisciplinary academic research and management practices in a forum to advance the study of service management, service dominant logic, service leadership, customer experience, technology and innovations in service.

Abstract Submission

We invite service scholars and practitioners submissions in either of the two formats below:

  • A 500-word abstract for consideration for presentation at the conference that outlines the relevance and contribution.
  • Special session summary: Interested presenters are invited to prepare a proposal of no more than 500 words for a Special Session. These sessions are intended to foster focused discussion and stimulate new insights around a relevant and novel topic within the service field. We particularly encourage joint industry – research sessions and workshops that focus on the future of service research. We also encourage creative and interactive approaches that engage participants and spark dialogue. Proposals should clearly outline both the topic and the intended session format, highlighting how the session will contribute to advancing service research and practice. Each submission should also identify a Special Session Chair, who will take responsibility for organizing the session and coordinating with the conference committee.

Practitioners are especially encouraged to contribute by sharing case studies, best practices, emerging trends, and recent developments from the service industry. Selected practitioner submissions will also be considered for the Best Practitioner Paper Award.

All submissions will be reviewed by the conference Co-chairs and acceptance will be based on its contributions to theory, research, practice and/or implications for practice for service management. By submitting an abstract, at least one of the authors agrees to attend QUIS20, if the work is accepted. Extended abstracts of up to 10 pages need to be submitted by the deadline for publication in the conference proceedings.

Abstracts may address service-related topics, including but not limited to the topics listed below.

Invited Topics

  • 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

Important Dates

Paper Submissions

  • Opens: 1st November 2026
  • Closing Deadline: 11th December 2026
  • Notification of Acceptance: 31st January 2027 

Registration Dates

  • Opens: ASAP
  • Early-Bird Deadline: 30th March 2027
  • Closing Deadline: 15th May 2027

Other

  • Doctoral Consortium (30th June) - Submission Deadline: 30th April 2027
  • Submission Date for Extended Abstracts etc.: 30th April 2027

Author Guideline

Authors must provide author details and supply a structured abstract following the Online Abstract submission form and using the provided template, including these sub-headings:

  • Purpose of the study
  • Methodology
  • Findings
  • Research limitations/ Implications
  • Originality/ Value
  • Keywords
  • Presentation format (the authors are advised to use an engaging format to create a welcoming space for active and collaborative peer-to-peer learning while conveying the main ideas behind their submission. Some examples of such presentation formats can be found on this website).

We encourage interdisciplinary perspectives grounded in empirical and conceptual, and approaches that advance understanding and practice in these areas. Contributions that address the complex service challenges facing industry and society through the lens of AI are especially welcome.

The submission deadline is 11th December 2026.