: 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 Jagdish Sheth School of Management (JAGSoM)

India’s first index of Service Excellence


AIM-Parasuraman Centre for
Service Excellence


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

Jagdish Sheth School of Management (JAGSoM) is amongst the first 6 business schools in India to be awarded the AACSB accreditation. JAGSoM PGDM (Marketing Major) and PGDM (Finance Major) were ranked in the 51+ band and the 101+ band respectively in the QS Business Masters Rankings 2021.

Programs at JAGSoM include


PGDM: 2 Year residential Post Graduate Diploma in Management with the option to major in Marketing, Finance, HRM, Analytics & Digital Business.

  • PGDM (Marketing Major) - For those who wish to pursue a career in Marketing (with option of career tracks in MarTech or Sales & Service).
  • PGDM (Finance Major) - For those who wish to pursue a career in Finance (with option of career tracks in FinTech, Capital Markets or Banking).
  • PGDM (Analytics & Digital Business Major) - For those who wish to pursue a career in Business Analytics.
  • PGDM (HRM Major) - For those who wish to pursue a career in Human Resources Management (with option of career track in HRTech).
  • PGDM (with option of International Immersion) - For those who wish to pursue studies abroad at our international partner institutions.

PGDM Executive: For professionals with work experience with option to attend on-campus sessions during weekends or learn from home (LFH) online.

  • MBA: ‘The Right Brain MBA’ for new age professional roles that require creativity, innovation, design thinking and imagination at our picturesque campus at Karjat, near Mumbai.
  • BBA: A unique residential program with a curriculum that facilitates the process of self-discovery in the initial years and then preparing for a career in business with the benefit of co-learning with MBA participants and mentoring by faculty and industry practitioners.

Actively engaged in research and consulting, JAGSoM hosts several Centers of Excellence such as AIM-Parasuraman Centre of Service Excellence and Vithala Rao Centre for Business Analytics. JAGSoM is led by eminent board with globally acclaimed scholar Padma Bhushan Prof. Jagdish Sheth as the Chairman.

JAGSOM has four distinct anchors that support its overall educational philosophy

  • Grooming T shaped professionals with a unique curriculum aligned to the needs of industry 4.0
  • The program is delivered by domain specialist faculty, with professional experience in the industry.
  • Global connects through partnerships with globally acclaimed business schools preparing for career tracks in new-age areas.
  • Industry-connect programs to groom “Beyond Tomorrow” professionals.

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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