18th Annual Frontiers in Service Conference Honolulu, Hawaii, USA – October 29 – November 1, 2009 SPONSORED BY ♦ Shidler College of Business at the University of Hawaii at Manoa ♦ The Center for Excellence in Service, Robert H. Smith School of Business University of Maryland ♦ IBM ♦ Center for International Business Education & Research, Shidler College of Business, University of Hawaii at Manoa ♦ Service Research and Innovation Initiative (SRII) ♦ INFORMS ♦ American Marketing Association CONFERENCE SCHEDULE THURSDAY, OCTOBER 29 18:30 – 20:00
Welcome Reception & Registration Sheraton Waikiki Hotel
FRIDAY, OCTOBER 30 08:15 Continental breakfast, Sheraton Waikiki Hotel 08:45 – 09:00 Welcoming Remarks PLENARY SESSION 1 (Sheraton Waikiki Hotel – Maui Room Time
Code
09:00—09:45 P1 09:45—10:30 P1 10:30 – 11:00 11:00 – 11:45 11:45 – 12:30
“A Smarter Planet needs better Services,” Robert Morris, Vice President, Services Research, IBM, USA “A Smarter Planet needs better Services,” Panel Discussion Robert Morris (IBM), Ming-Hui Huang (National Taiwan University, Taiwan), Stephen W. Brown (Arizona State University, USA) Morning Break
P2 P2
12:30 – 13:30 13:30 – 14:15
Session
P3
“The Big Shift – The Emerging Logic of the 21st Century,” John Seely Brown, “The Big Shift – The Emerging Logic of the 21st Century,” Panel Discussion John Seely Brown, Roland Rust (University of Maryland, USA), Charles Colby (Rockbridge Associates, Inc, USA) Lunch IBM Student Lunch “Education @ the Edge of Chaos,” Richard W. Oliver, Chief Executive Officer, American Sentinel University, USA
14:15 – 15:00
P3
15:00 – 15:30 15:30 – 16:15 16:15 – 17:00
“Education @ the Edge of Chaos,” Panel Discussion Richard W. Oliver (American Sentinel University), David Bowen (Thunderbird School of Global Management, USA), Jim Spohrer (IBM, USA) Afternoon Break
P4 P4
“Innovation: Where it Comes From and How to Foster it,” W. Brian Arthur, Citibank Professor, Santa Fe Institute, USA “Innovation: Where it Comes From and How to Foster it,” Panel Discussion W. Brian Arthur (Santa Fe Institute), Irene Ng (University of Exeter, United Kingdom), Steven Shugan (University of Florida, USA)
18:30
Trolleys depart Sheraton Waikiki Hotel for tour of Iolani Palace
19:00
EVENING NETWORKING EVENT Iolani Palace Barracks
SATURDAY, OCTOBER 31 07:30 Buses will begin to depart Sheraton Waikiki and will shuttle back and forth throughout the day 08:00 Continental breakfast, Shidler College of Business CONCURRENT SESSIONS, 1-3 (Shidler College of Business – Breakout Rooms) Session 1
08:30 – 08:55
Code
Room
Session
C-1-1
A101
“Establishing an Industrial Service Research” Jim Spohrer, IBM
A102
“Negotiating the Pricing Maze: Why Do Customers Prefer Simple over Complex Prices?,” Christian Homburg, Melanie Krämer and Dirk Totzek, University of Mannheim, Germany
G102
“Assessing the Value-In-Use of Integrated Product-Service Offerings: A Repertory Grid Approach,” Emma K. Macdonald, Hugh N. Wilson, Veronica Martinez and Amir Toossi, Cranfield University, United Kingdom
C-1-4
C102
“Service Capacity Management through Customer’s Voluntary Change of Behaviors: Role of Customer Incentives,” Sunmee Choi, Yonsei Univeristy, Korea, Sooyeon Kim, Consultant, LG CNS, and Jungsun Han and Hyunjung Koo, Yonsei Univeristy, Korea
C-1-5
G103
“People Services: Manpower as a Service,” Robert Kern, Christian Zirpins and Gerhard Satzger University of Karlsruhe, Germany
D101
“Thanks, But No Thanks: The Impact of Provider Responses to Customer Advice on Customer Advocacy,” Paul Fombelle, Arizona State University, USA, Sterling A. Bone, Brigham Young University, USA, James Ward, Arizona State University, USA, Haila Fine, Wells Fargo, and Katherine N. Lemon, Boston College, USA
D104
“Empowering Service Customers: Are They More Satisfied?” Volker Kuppelwieser and Matthias Gouthier, European Business School International University, Germany and Radoslaw Pidzik, Roland Berger Strategy Consultants, Poland
D106
“Enriching the Service-Dominant Logic from a Value-in-Context Perspective,” Heiko Gebauer, University of St.Gallen, Switzerland, and Mikael Johnson and Bo Enquist, Kalrstad University, Sweden
C-1-2
C-1-3
C-1-6
C-1-7
C-1-8
Session 1 Code C-1-9
C-1-10
08:30 – 08:55 continued Room ROOM CHANGE C101
D204
Session “Aligning the Service Design Strategy,” Tim Coltman, Byron Keating and Pierre Richard, University of Wollongong, Australia “Outsourcing through Different Eyes - Key Success Factors of the Management of a Value Creation Partnership in Customer Care Outsourcing – A Case Study Approach,” Marcel Jedrassczyk, Catholic University EichstaettIngolstadt, Germany and Andreas Pasing, buw Group
G201
C-1-11 Session 2 Code
C-2-1
C-2-2
C-2-3
C-2-4
C-2-5
C-2-6
C-2-7
C-2-8
Service Innovation Practice Finalist sponsored by SRII
“Xerox LDP offering is a simulation-based print production operational framework,” Sudhendu Rai, Cyndi Quan-Trotter, Thomas Scheermesser, Vaughn Lowe, Tom Burke, and Guy Williams, Xerox
09:00-09:25 Room
A101
Session “The Servitization of Manufacturing: A Longitudinal Analysis,” Andy Neely and Ivanka Visnjic, University of Cambridge, United Kingdom
A102
“Improving the Power of Switching Intent to Predict Actual Switching Behavior - A Construal Level Theory Perspective,” Jochen Wirtz and Catherine Yeung, National University of Singapore, Singapore, Jeongwen Chiang, Cheung Kong Graduate School of Business, China, and Yuchen Hung, National University of Singapore, Singapore
G102
“Investigating Retail Sales Operations through Agent-Based In-Store Simulator,” Takao Terano, Ariyuki Kishimoto, Toru Takahashi, and Takashi Yamada Tokyo Institute of Technology, Japan and Masakazu Takahashi, Tsukuba University, Japan
C102
“How does service-dominant logic influence company performance?,” Siegfried Gudergan and Ralf Wilden, University of Technology, Sydney, Australia, and Ian Lings, Queensland University of Technology, Australia
G103
“The Status Seekers: Their Motives and Behaviors in Loyalty Programs,” Bernd Stauss and Jens Zimmermann, Catholic University of Eichstaett-Ingolstadt, Germany
D101
“Developing and Validating a Customer-Based Strategic Service Orientation Measure,” Ingo O. Karpen, University of Melbourne, Australia and Liliana L. Bove, University of Melbourne, Australia and Australian Red Cross Blood Service
D104
“Effects of Social and Temporal Distance on Consumers’ Responses to Peer Recommendations,” Jinhong Xie, University of Florida, USA and Min Zhao, University of Toronto, Canada
D106
“The Future of Software Services: Competition of Web-based and Traditional Software,” Vladimir I. Soloviev and Tatiana N. Leonova, State University of Management, Russia
Session 2 Code
C-2-9
C-2-10
09:00-09:25 continued Room
Session
ROOM CHANGE C101
“Taming the Ecology of Transdisciplinary Services Research: Combining, Strategic, Tactical, and Operational views in Integrative Services Research,” Peter J Wild, University of Cambridge, United Kingdom, Irene Ng,University of Exeter, United Kingdom, and Duncan McFarlane, University of Cambridge, United Kingdom
D204
“Service Value as Collaborative Knowledge Creation” Garyfallos Fragidis and Dimitris Kotzinos, Technological Education Institute of Serres, Greece and Konstantinos Tarabanis, University of Macedonia, Thessaloniki, Greece
G201
C-2-11 Session 3
Service Innovation Practice Finalist sponsored by SRII
“Akamai Support, Consulting, and Training: Nine Package Designs and Evaluations,” Christopher Boone, Javier Garza, and Craig Adams, Akamai
09:30-09:55
Code
Room
Session
C-3-1
A101
“How to Test a Service,” Thomas Meiren and Walter Ganz, Fraunhofer IAO, Germany, and Klaus-Peter Fähnrich, University of Leipzig, Germany
A102
CANCELED “Managing the transition from G-D to S-D logic: an exploration of new strategies and mindsets in Italian clusters,” Enzo Rullani, Venice International University, Italy and Marco Paiola and Roberto Grandinetti, University of Padua, Italy
G102
“One Size Does Not Fit All: Tightly Integrating Cultural Exploration and Understanding into Technology Design & Management,” Jakita O. Thomas and Yolanda Rankin, IBM Almaden Research Center, USA, and T. Jama Ndwe, University of Cape Town, South Africa
C102
“Measuring Service Orientation Levels in Manufacturing,” Javier Reynoso, Alberto Rodriguez and Jose Manuel Sanchez, Monterrey Institute of Technology (ITESM), Mexico
C-3-5
G103
“It’s Not all the Same: A Study of the Changing Nature of Brand Love in Service Relationships,” Sylvia Long-Tolbert and Bashar Gammoh, University of Toledo, USA
C-3-6
D101
“Service System Development: The Metropolis Model,” Hong-Mei Chen and Rick Kazman, University of Hawaii at Manoa, USA
D104
“Service Procurement Auctions under Service Quality Uncertainty,” Steffen Haak, Tobias Conte and Clemens van Dinther, FZI Research Center for Information Technology, Germany
D106
“Entrepreneurism, Creative Destruction and Internationalization of Services: An Urgent Need for Research and Literature Change,” Aidan Daly, National University of Ireland – Galway, Ireland, and Merlin C. Simpson, Pacific Lutheran University, USA
C-3-2
C-3-3
C-3-4
C-3-7
C-3-8
Session 3
09:30-09:55 continued
Code
Room
Session
C-3-9
ROOM CHANGE C101
“Return on Soft-Service Facets: The Role of Operant Resources in Technology Assimilation, and Their Relationship Quality Effects,” Anthony J. deLeon, Techpay / Golden Gate University, USA and Sharmila C. Chatterjee, MIT Sloan School of Management, USA
D204
“The Impact of Organizational Service Orientation on Employee Service Skills,” Ben S. Liu, Quinnipiac University, USA, Sherriff T.K. Luk, Hong Kong Polytechnic University, Hong Kong and Ken Gan Lu, -Greater China Region, Nokia Siemens Networks
C-3-10
G201
C-3-11
Service Innovation Practice Finalist sponsored by SRII
Morning Break
“Guest Feedback in the Hospitality Industry: VOC Systems Approach,” Brad Kesel, Scott Wiman and Orin McCann, VOC Systems, Inc.
09:55 – 10:25
CONCURRENT SESSIONS, 4-6 (Shidler College of Business – Breakout Rooms) Session 4 10:25 – 10:50 Code
Room
Session
C-4-1
A101 best practitioner nominee
“Practical experience with Support Point Analysis in DHL,” Roman Albrecht, DHL IT Services Europe, and Ota Novotny and Jiri Vorisek, University of Economics, Prague
C-4-2
A102
“A Social Construction Approach to Service Logic,” Bo Edvardsson and Bård Tronvoll, Karlstad University, Sweden
G102
“Visual Pinball,” Parichad (Cherry) Kwunyeun, University of Maryland, USA, Nopakoon (Tum) Visitrattakul, Zaracom Technologies, Inc, and Jing (Joyce) Qin and Xiaohui (Stella) Sun, University of Maryland, USA
C102
“Serving Society by Serving Employees,” David J. Hagenbuch, Messiah College, USA, Steven W. Little, Lipscomb University, USA, and Doyle J. Lucas, Anderson University, USA
G103
“Selective Halo Effects: A Field Experiment,” Tracey Dagger, University of Queensland, Australia, Peter Danaher, Melbourne Business School, Australia, Jillian Sweeney, University of Western Australia, Australia, and Janet McCollKennedy, University of Queensland, Australia
C-4-6
D101
“The Impact of Informal and Formal Innovation Management Instruments on the Innovativeness of Hospitals ,” Carsten Schultz and Bettina Zippel-Schultz, Berlin University of Technology, Germany
C-4-7
D104
“Implicit and Explicit Attitudes in Folk Explanations of Digital Piracy,” Steven A. Taylor and Joel Schneider, Illinois State University, USA
C-4-3
C-4-4
C-4-5
Session 4 Code
10:25 – 10:50 continued Room
Session
C-4-8
D106
“Using Multi-dimensional Approach to Explore Consumer Needs for a New Service Development,” Yeonhee Lee, Pohang University of Science and Technology, Korea, Jaeheon Park, Economics & Management Research Laboratory, KT and Jaehun Jeong, Entrue Consulting BU, LG CNS
C-4-9
ROOM CHANGE C101
C-4-10 Session 5 Code
D204
“Customers’ Mixed Emotions of Co-Creation in New Service Development,” Carina Sjödin, Mälardalen University, Sweden, Eva Nilsson, Market and Technology Research Institute, and Per Kristensson Karlstad University, Sweden
10:55 – 11:20 Room A101
C-5-1
“Antecedents of Customer Orientation in Service Exports,” Vinh Nhat Lu, Pascale G. Quester, and Carolin Plewa, University of Adelaide, Australia
best practitioner nominee
Session “A Financial Innovation in Promotion Services: the case of ‘LoyaltyShares’,” Andrea Ordanini, Bocconi University, Italy, and Ellen Philip, Ellen Philip Associates, USA
A102
“Outcome-based Contracts as an Economic Driver for Service-Dominant Logic in Complex Service Systems,” Irene Ng, University of Exeter, United Kingdom
G102
“The Use of SD Logic for Financial Reporting and Equity Valuation: A UK Empirical Study,” Kevin McMeeking, University of Exeter, United Kingdom
C102
“Innovation in Services: A Comparative Study of External Learning Processes in Incremental and Radical Service Innovation,” Henning Dröge and Juan Ramis-Pujol, ESADE Business School, Barcelona, Spain
G103
“Platforms for innovation: Creating replicable product and service components for high-value integrated solutions,” Anna Canato, IESEG, France, Andrew Davies and Annabelle Gawer, Imperial College Business School, United Kingdom, and Rashik Parmar, IBM, United Kingdom
D101
“Facilitators and Barriers of Customer Involvement in Service Innovation,” Catharina von Koskull and Anu Helkkula, Hanken School of Economics, Finland, Minna Pihlström, Carezza Management Consulting Oy
D104
“Non-linear Effects and Longitudinal Satisfaction Measurement using Multilevel Models and Latent Growth Curve Extensions,” Christian Weismayer, Vienna University of Economics and Business Administration, Austria
C-5-8
D106
“Driving Customer Experience for Great Service Design,” Fred Lemke and Hugh Wilson, Cranfield University, United Kingdom and Moira Clark, Henley Business School, United Kingdom
C-5-9
ROOM CHANGE C101
C-5-2
C-5-3
C-5-4
C-5-5
C-5-6
C-5-7
“Multi-Level Service Value Model,” Zhongjie Wang and Xiaofei Xu, Harbin Institute of Technology, China
Session 5 Code
C-5-10 Session 6 Code
10:55 – 11:20 continued Room
Session
D204
“Communal or Exchange: the Impact of Desired Relationship Types on the Interaction Dynamics of Service Encounters,” Rungting Tu, Peking University, China, Daniel Hu, National Chiao Tung University, Taiwan, and Cheryl C. J. Lin and Pikuei Tu, Duke University, USA
11:25 – 11:50 Room A101
C-6-1
C-6-2
best practitioner nominee
A102
Session “Because Customers Want To, Need To, Or Ought To?: A Longitudinal Analysis of the Impact of Commitment on Share-of-Wallet,” Bart Larivière, Ghent University, Belgium, Timothy Keiningham, Ipsos Loyalty, USA, Lerzan Aksoy, Fordham University, USA, and Bruce Cooil, Vanderbilt University, USA “Metrics - the Cost of Relevancy in Research,” Steven M. Shugan and Debanjan (Deb) Mitra, University of Florida, USA
G102
“Open Source Software Services and Software Piracy,” Rajiv Sinha and Raghu Santanam, Arizona State University, USA, and Fernando Machado, Catholic University of Portugal, Portugal
C-6-4
C102
CANCELED “Service Modularisation – A Systematic Approach to Service Growth,” Tuure Tuunanen, Harold Cassab and Leslie Gardner, University of Auckland, New Zealand, and Martin Bastek, Deloitte, Germany
C-6-5
G103
“Designing Information-Intensive Service Systems,” Robert J. Glushko, University of California, Berkeley, USA
D101
“The reluctant value co-creators: Young bank customers and their relation to financial services,” Markus Fellesson and Annika Åberg, Karlstad University, Sweden
D104
“A new dominant logic for marketing? Here it comes,” Tobias Bischkopf, European Business School, Germany
C-6-8
D106
“Getting Stable CSI by Hierarchial Bayes Modeling,” Nobuhiko Terui and Shohei Hasegawa, Tohoku University, Japan, and Kosuke Ogawa, Hosei University, Japan
C-6-9
ROOM CHANGE C101
“When Ignorance become Bliss:Conceptualizing User-Producer Interplay to Accomplish Innovation,” Per Echeverri and Peter R. Magnusson, Karlstad University, Sweden
D204
“Branding Services through Servicescapes: Understanding the role of servicescapes as an identity-building tool for services and perception-shaping tool of customers,” Silvia Hodges, Emerson College, USA, and Samina Gheorghe, Graduate of Emerson College, USA
C-6-3
C-6-6
C-6-7
C-6-10
Lunch
11:50 – 13:00 Shidler College of Business Courtyard
JSR Editorial Review Board Meeting
12:00 – 13:00 Shidler Faculty Lounge – D207
CONCURRENT SESSIONS, 7-9 (Shidler College of Business – Breakout Rooms) Session 7 Code
13:00 – 13:25 Room
Session
A101
“Accelerating Risk Management along Several Dimensions in Complex-IT Engagements,” Rose Williams and Krishna Ratakonda, I.B.M. Thomas J. Watson Research Center, USA
A102
“An Empirical Investigation of Exploration and Exploitation in Product and Market Domains,” Glenn B. Voss, Southern Methodist University, USA and Zannie Giraud Voss, Southern Methodist University, USA and Euromed Management, France
G102
“Is It Smart To Be Nice? Customer Perceptions of the Competence and Warmth of Service Providers Across Three Service Industries,” Shashi Matta, Ohio State University, USA, Michael Brady, Florida State University, USA, Clay Voorhees, Michigan State University, USA, and Izumi Miyazaki and Catherine Smithers, Ohio State University, USA
C-7-4
C102
“Sharing Service Experiences On-line” Alan Wilson, University of Strathclyde Business School, United Kingdom, Hilary Murphy, University of Applied Sciences, Western Switzerland, Switzerland, and Jillian Ney, University of Strathclyde Business School, United Kingdom
C-7-5
G103
“The Creativity of Front-line Employees,” Rita Di Mascio, University of New South Wales, Australia
D101
“The Psychological and Behavioral Ramifications of Providing Customer Delight for the Service Employee,” Donald C. Barnes, Fredonia State University, USA, Nicole Ponder, Mississippi State University, USA, and Christopher Hopkins, Clemson University, USA
C-7-7
D104
“Parameterizing Customer Satisfaction from Structured and Unstructured Data,” Indrajit Bhattacharya, Shantanu Godbole, Ajay Gupta, and Ashish Verma, IBM India Research Lab, India, and Kevin W English, IBM Global Technology Services, USA
C-7-8
D106
“An Analysis of US Trade in Services,” Stephen K. Kwan, San José State University, USA
C-7-9
ROOM CHANGE C101
“Intensification of Relationships throughout Material and Symbolic Benefits,” Carmen Camarero and María-José Garrido, University of Valladolid, Spain
C-7-1
C-7-2
C-7-3
C-7-6
C-7-10
D204
“Cocreating Social Value through Lead User Interactions: Experiencing Innovative Clinical Solutions in Healthcare,” Kyoichi Jim Kijima and Jerome Galbrun, Tokyo Institute of Technology, Japan
Session 8 Code
C-8-1
C-8-2
C-8-3
C-8-4
C-8-5
C-8-6
C-8-7
13:30 – 13:55 Room
Session
A101
“Maintaining Loyalty when Customer have Relationships with Multiple Service Providers,” Laszlo Sajtos and Roderick J. Brodie, University of Auckland, New Zealand, and Kreis Henning, Free University Berlin, Germany
A102
“Proactive versus Reactive Approaches to Generate Customer Knowledge,” Anders Gustafsson, Per Kristensson, and Lars Witell, Karlstad University, Sweden
G102
“The Negative Effects of Irrelevant Retail Changes on Online Shopping Choices,” Robert J. Fisher and Kyle Murray, University of Alberta, Canada, and James Liang, University of Western Ontario, Canada
C102
G103
CANCELED “Quality metrics for Virtualized IT Services on the Cloud,” Karuna Pande Joshi, Anupam Joshi, and Yelena Yesha University of Maryland, Baltimore County, USA
D101
“Measuring Service System Peformance: Calculating Perceived Value from the Stakeholders’ Perspective,” Joel Bethea, Isaac Cheng, Yolanda Rankin, Neil Boyette and Vikas Krishna, IBM, USA
D104
C-8-8
D106
C-8-9
ROOM CHANGE C101
C-8-10 Session 9 Code
C-9-1
C-9-2
C-9-3
“The Effect of Customer Intelligence Capabilities on Firm Performance,” Janny C. Hoekstra and Peter C. Verhoef, University of Groningen, the Netherlands
D204
“Understanding Middle Management Influence on Customer Satisfaction,” Lucio Lescano-Duncan, CAME-Institute, Peru “Assessing Trend Leaders in Retail Business through Dual-directed Recommendation System,” Masakazu Takahashi, University of Tsukuba, GSSM Tsukuba, Ltd, Japan, Kazuhiko Tsuda, University of Tsukuba, Japan, and Takao Terano, Tokyo Institute of Technology, Japan “Service Quality Dimensions & Requirements,” Rajesh Radhakrishnan, IBM, USA “Service Quality in Manufacturing Supply Chains,” Gyan Prakash, ABVIndian Institute of Information Technology and Management, India
14:00 – 14:25 Room
A101
Session “The National Technology Readiness Survey: 10 Years of Trends,” Charles L. Colby, Rockbridge Associates, Inc., USA
A102
“Virtualizing Customer Service Teams: The Role of Virtual Team Efficacy,” Jeroen Schepers and Ad de Jong, Eindhoven University of Technology, The Netherlands, and Ko de Ruyter and Martin Wetzels, Maastricht University, The Netherlands
G102
“Store Revenue Growth and Customer Experience Metrics,” Sharyn RundleThiele, Griffith University, Australia, and Steven Cierpicki, Colmar Brunton Queensland, Australia
Session 9 Code
14:00 – 14:25 continued Room
Session
C102
“From Self-service to Super-service: How to Shift the Boundary between Customer and Provider,” Christopher S. Campbell and Paul P. Maglio, IBM Almaden Services Research, USA, and Mark M. Davis, Bentley University, USA
G103
“The Impact of Customers' Perceived lack of Transparency in Service Relationships,” Sven Tuzovic, Pacific Lutheran University, USA, Karsten Hadwich, University of Hohenheim, Germany, and Dominik Georgi, Frankfurt School of Finance & Management, Germany
C-9-6
D101
“The Practical Challenges of Servitization,” TS Baines and HW Lightfoot, Cranfield University, United Kingdom
C-9-7
D104
“Innovating integrated public services – challenges and obstacles,” Martin Fransson and Johan Quist, Karlstad University, Sweden
C-9-8
D106
“Shaping Public Commuting Activities into Enjoyable Journey: Lessons from Customers’ Experience,” Hubert H.D. Chih, Chi-Yuan Chen, and David Chienliang Kuo, Industrial Technology Research Institute (ITRI), Taiwan
C-9-9
ROOM CHANGE C101
CHANGE “Mobile Services: When Context is Triggering Consumption,” Astrid Dickinger, Modul University, Austria and Mirella Kleijnen, VU University Amsterdam, The Netherlands
D204
“A Performance Benchmarking Study of Telecommunication Services in the Indian Context,” Sajeev Abraham George, S P Jain Institute of Management & Research, India
C-9-4
C-9-5
C-9-10
Afternoon Break
14:25 – 14:55
CONCURRENT SESSIONS, 10-12 (Shidler College of Business – Breakout Rooms) Session 10 Code
C-10-1
C-10-2
C-10-3
C-10-4
14:55 – 15:20 Room
Session
A101
“MARS – International Monitoring of Activities and Research in Services,” Walter Ganz, Rainer Nägele and Anne-Sophie Tombeil, Fraunhofer Institut for Industrial Engineering, Germany
A102
“Customer Equity Reporting – Nice to Have or Rational to Do?,” Tomás Bayón and Jochen Becker, German Graduate School of Management & Law, Germany
G102
“Business Models throughout the Supply Chain – How Different Positions Require Different Service Strategies,” Lars Witell and Nina Löfberg, Karlstad University, Sweden, Stephen Brown, Arizona State University, USA, and Anders Gustafsson, Karlstad University, Sweden
C102
“Balancing the Needs of Customers and Employees Following Service Failure: A Dyadic Psychosocial Approach,” Graham Bradley and Beverley Sparks, Griffith University, Australia, Janet McColl-Kennedy and Nerina Jimmieson, University of Queensland, Australia, and Dieter Zapf, Johannes Wolfgang Goethe University, Germany
Session 10 Code
C-10-5
14:55 – 15:20 conitinued Room
G103
Session “Service Science Research Trends in Japan,” Kazuyoshi Hidaka, Japan Advanced Institute of Science and Technology, Japan
D101
“Innovation that Reinvents Service Business: Three Breakthrough Experimentations in Europe,” Hervé Mathe, ESSEC Business School, Paris, France
D104
“Analytics as a Service,” Jeffrey Kreulen, Scott Spangler, Ying Chen and Cheryl Kieliszewski, IBM Research, USA
C-10-8
D106
“The Imapct of Employee-Brand Engagement on Business Performance,” Narumon Kimpakorn and Suchanphin Suwannaphan, Chiangmai University, Thailand
C-10-9
ROOM CHANGE C101
C-10-6
C-10-7
CANCELED “Web 2.0: Customer feedback through user generated content,” Ton van der Wiele and Jos van Iwaarden, Erasmus University, The Netherlands “Study on Design Optimization for Customer Services of Car Dealer -
C-10-10 Session 11 Code
C-11-1
C-11-2
C-11-3
C-11-4
C-11-5
C-11-6
C-11-7
D204
Development of Multi-Agent Simulator (SCIM) and its field Result for actual car sales service front,” Akira Kamoshida, Takao Terano, Jiang Bin, and Hasnat Elias, Tokyo Institute of Technology, Japan
15:25 – 15:50 Room
A101
Session CHANGE “Successful Service Strategies for coping with Service Characteristics,” Toshiro Hirota, Kansai University, Japan
A102
“’Greenprinting’: Designing Service Delivery Systems for Sustainability” Lia Patrício, University of Porto, Portugal, Raymond P. Fisk, Texas State UniversitySan Marcos, USA, and Stephen J. Grove, Clemson University, USA
G102
“Customer Revenge and Avoidance over Time: Insights about a LoveBecomes-Hate Effect,” Yany Grégoire and Tom Tripp, Washington State University, USA, and Renaud Legoux, HEC-Montreal, Canada
C102
“Waking Up Service-Dominant Logic to the Voice of Production,” Sterling A. Bone and Scott E. Sampson, Brigham Young University, USA, and Larry J. Menor, University of Western Ontario, Canada
G103
“Understanding and Managing Ordinary Users' Ideation Patterns,” Peter R. Magnusson and Per Kristensson, Karlstad University, Sweden, and Christiane Hipp, Brandeburg Technical University Cottbus, Germany
D101
“Customer satisfaction as a determinant for employee satisfaction and retention: A dyadic perspective,” Regina-Viola Frey, Heilbronn Business School, Germany
D104
“The Mediating Effect of Perceived Safety on the Impact of Delays on Behavioral Intentions,” Paulo Rocha e Oliveira, IESE Business School, Spain, Juan Carlos Ferrer, Pontificia Universidad Católica, Chile, and A. Parasuraman, University of Miami, USA
C-11-8 Session 11
D106
CHANGE “Designing a Model of International Business-to-Business Sales Organization for Services,” Elli Pyykkö, Enterprise Simulation Laboratory SimLab, Helsinki University of Technology, Finland
15:25 – 15:50 conitinued
Code
Room
Session
C-11-9
ROOM CHANGE C101
“Why Tourism in Brazil doesn’t take off?,” Ana Akemi Ikeda and Marcos Cortez Campomar, University of São Paulo, Brazil
C-11-10
Session 12 Code
D204
“The Effect of Changes in Physical Evidence on the Perceptions of Service Quality among Patients in a Maternity Unit,” Magriet Holder and Adele Berndt, University of Johannesburg, South Africa
15:55 – 16:20 Room
Session
A101
“The Role of Internet Business Solutions in Determining Small Business Success,” Satyam Priyadarshy and Eric Akunda, Network Solutions, LLC, USA, Charles Colby, Rockbridge Associates, Inc., USA and PK Kannan, University of Maryland, USA
A102
“Consumer Engagement in Service Research: Moving Beyond Involvement, Commitment, and Participation,” Roderick J. Brodie, Ana Ilic and Biljana Juric, University of Auckland, New Zealand
G102
“Incentivizing Service Network Formation – An Approach to Reward Infrastructural Contribution,” Tobias Conte, FZI – Research Center for Information Technology, Germany, Benjamin Blau and Gerhard Satzger, Universität Karlsruhe, Germany, Carsten Holtmann, FZI – Research Center for Information Technology, Germany, and Christof Weinhardt, Universität Karlsruhe, Germany
C102
“Propagating Value Across Time and Space: Exploring Value Co-creation, Displacement and Re-emergence in Service Systems,” Susan U. Stucky, Melissa Cefkin and Ben Shaw, IBM Almaden Research Center, USA
G103
“Explaining Customer Behavior and Value in the Dutch Energy Market,” Sietske M.J. Snoeck, NV Nuon PLB Holding & University of Groningen, The Netherlands and Peter C. Verhoef, University of Groningen, The Netherlands
D101
“Solution Spiraling: An Iterative Approach to Outsourcing Engagement Cost Estimation,” Tobin J. Lehman, IBM Almaden Research Center, USA, Greg Eyres, IBM Engagement Services, and Isaac Councill and James Rhodes, IBM Almaden Research Center, USA
D104
“Multiple Emotional Contagions and its Dynamic Impact on Consumer's Negative Emotion under Service Encounters,” Xiucheng Fan, Fudan University, China, and Jiangang Du, Nankai University, China
C-12-8
D106
“Modelling the Relations between Customer Co-Production and Value CoCreation: A Theory-Building Approach,” Andrea Ordanini and Lia Zarantonello, Bocconi Univiersity, Italy
C-12-9
ROOM CHANGE C101
C-12-1
C-12-2
C-12-3
C-12-4
C-12-5
C-12-6
C-12-7
C-12-10
“Service Infusion in Manufacturing: A Research Landscape,” H W Lightfoot and T S Baines, Cranfield University, United Kingdom “Driving Forces of Innovation Activity in Service Firms,” Chris Storey, Cass Business School, City University, United Kingdom
D204
16:30
Last bus departs Shidler College of Business to the Sheraton
18:45
RECEPTION AND AWARDS DINNER Sheraton Waikiki Hotel – Kauai Room
SUNDAY, OCTOBER 5 08:00 Continental breakfast, Sheraton Princess Kaiulani PLENARY SESSION 5-6 (Sheraton Princess Kaiulani-Ainahau Showroom) Time 08:30— 09:15
Code
Session
P5
“Applying a Service Model to Restore Financial Health in Higher Education” Jim Wolfston, President, CollegeNET, Inc., USA
09:15— 10:00 P5
“Applying a Service Model to Restore Financial Health in Higher Education” Panel Discussion Jim Wolfston (CollegeNET, Inc.), Rod Brodie (University of Auckland, New Zealand), Stephen Kwan (San Jose State University, USA)
10:00 – 10:30
Break
10:30 – 11:15
“Frontiers in Service-Dominant Logic” Stephen L. Vargo, Shidler Distinguished Professor, Professor of Marketing, University of Hawaii at Manoa, USA P6
11:15 – 12:00 P6 12:00 – 12:15
“Frontiers in Service-Dominant Logic” Panel Discussion Stephen L. Vargo (University of Hawaii at Manoa), Lia Patricio, (University of Porto, Portugal), Anders Gustafsson (Karlstad University, Sweden) Conference Closing