18 th Annual Frontiers in Service Conference

18th Annual Frontiers in Service Conference Honolulu, Hawaii, USA – October 29 – November 1, 2009 SPONSORED BY ♦ Shidler College of Business at the Un...
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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