: 31st October 2020

: 15th November 2020

: 30th November 2020

: 18th - 19th December 2020

Submission of extended abstract

Notification of Acceptance & Feedback from Reviewer

Early Bird Registration

Conference Dates

Winning through Service Excellence:

Theory and Practice


18th - 19th December 2020

IFIM Business School, Bangalore

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About Convergence 2020


The steady growth of the service sector globally and increasing convergence of technology and services have brought to the fore opportunities never before witnessed in the services domain. The increasing maturity of online services along with the advent of new-age companies and business models has transformed the service delivery ecosystem to cater to the needs of a new breed of emerging consumers. Convergence 2020, organized by IFIM Business School, aims to bring researchers and practitioners together to build consensus on what it takes to win in this new, still-evolving era of services. The centrepiece of Convergence 2020 is an international conference focused on service excellence in this exciting new era.


Until recently we (the organizing team) had hoped to run the conference as an in-person event in Bangalore. But given the increasing uncertainties due to the COVID pandemic, we have decided to conduct the  conference virtually during the same dates.


About IFIM Business School

Established in 1995, IFIM Business School, Bangalore, is currently amongst the top 6 Business Schools in India to have been awarded the AACSB accreditation. IFIM is also accredited by National Board of Accreditation (NBA), and South Asian Quality Assurance System (SAQS), and is ISO 9001:2008 certified. Various programmes at IFIM includes (1) PGDM (FT): 2 Year residential Post Graduate Diploma in Management (PGDM) with international super-specializations in Martech, Fintech, Big Data Analytics, Digital Transformation & HR (2) SpecX: With experiential specialisations for new age roles: 2 Year PGDM Marketing and 2 Year PGDM Finance (3) PGDM IB: Dual Degree Pathway Program in association with State University of New York (Albany) and Sydney Business School (UOW) (4) PGDM LFH: A unique learn from home program which brings in the experience of learning from a campus while at home and (5) BBA at Vijaybhoomi University, Greater Mumbai having pathway options with ESCP Europe, ESC Rennes, UOW Australia and SUNY Albany.


Actively engaged in research and consulting, IFIM hosts several Centres of Excellence such as AIM-Parasuraman Centre of Service Excellence and Centre for Consulting in Digital Leadership. IFIM has an elite set of international academic partners including leading institutes such as ESCP-London, Darden Business School (University of Virginia) and McCombs Business School (University of Texas at Austin).


AIM-Parasuraman Centre for Service Excellence


The aspirational vision for the Centre is to serve as a catalyst for bringing together and facilitating interactions among academic scholars, companies, and students (who are would-be managers and/or scholars down the road) with the goal of promoting and nurturing service excellence in multiple areas. This Centre can be envisioned as a three-pillared structure, with the Centre’s vision atop the structure and supported by three interlinked pillars: (a) research scholars from academic institutions, (b) practitioners from various sectors and (c) students being trained at academic institutions.


Conference Patron

Conference Chair


CONVERGENCE 2020 is sponsored by Harvard Business Publishing Education

Venue (on Virtual Platform)


IFIM Business School
8 P & 9 P Kiadb Industrial Area,
Electronics City Phase 1, Electronic City,
Bengaluru, Karnataka 560100.

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