October 29 - November 1, 2009 ♦ Honolulu, Hawaii, USA

 

SPONSORED BY:

♦ Shidler College of Business, University of Hawaii at Manoa

♦ The Center for Excellence in Service, Robert H. Smith School of Business, University of Maryland

♦ IBM

♦ Service Research and Innovation Initiative (SRII)

♦ INFORMS

♦ The American Marketing Association

 

FEATURED KEYNOTE SPEAKERS


Robert Morris

Vice President, Services Research

IBM

 

John Seeley Brown

Co-author of The Only Sustainable Advantage

 

Richard W. Oliver

Chief Executive Officer

American Sentinel University

 

W. Brian Arthur

Citibank Professor

Santa Fe Institute


Jim Wolfston

President

CollegeNET, Inc.

 

Stephen L. Vargo

Shidler Distinguished Professor

Professor of Marketing

University of Hawaii at Manoa

 

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CURRENT TOPICS

 ♦ Service Science

♦ Service Marketing

♦ Service-Dominant Logic

♦ Service Innovation

♦ Service Information Technology

♦ Empirical Studies of Service

♦ Theoretical Perspectives on Service

♦ Service Engineering

♦ Globalization

♦ Government Policy

♦ Public Sector

♦ Healthcare Service

♦ E-Government

♦ Trade in Service

♦ Service Design

♦ Service Productivity

♦ Service Operations

♦ Service Human Resources

♦ E-Service

♦ Customer Relationship Management

♦ Other topics in research

 

CONFERENCE COMMITTEE

Co-Chair – Stephen L. Vargo
Shidler Distinguished Professor,
 Professor of Marketing
University of Hawaii at Manoa, USA

Co-Chair – Roland Rust
Distinguished University Professor and
David Bruce Smith Chair in Marketing
Executive Director, Center for Excellence in Service
University of Maryland, USA
Wendy Murphy
Executive Program Manager,
IBM Research, USA

Stephen W. Brown
Edward M. Carson Chair Services Marketing,
Executive Director, Center for Services Leadership Services
Arizona State University, USA

Robin Qiu
Founding Chair, INFORMS Service Science Section
Associate Professor of Information Science
Pennsylvania State University, USA

Raymond P. Fisk
Chair, AMA Services Special Interest Group

Professor and Chair of Marketing

Texas State University - San Marcos, USA

 

 

THE PERFECT CONFERENCE FOR

 ♦ Senior Executives

♦ E-Commerce Managers

♦ Marketing Managers

♦ Service Operations Managers

♦ Customer Satisfaction Managers

♦ Government Policy Makers

♦ Quality Managers

♦ Marketing Researchers

♦ Public Sector and Nonprofit Managers

♦ Retail Managers

♦ Service Academics

♦ CRM Managers

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REGISTRATION INFORMATION

REGISTRATION IS OPEN. Register now at http://guest.cvent.com/EVENTS/Info/Summary.aspx?e=5e9d6c5c-0535-4d47-8322-633956c68682.

 

Included in the conference registration


♦ Thursday evening reception

♦ Friday, Saturday and Sunday morning continental breakfasts; refreshment breaks; lunch on Friday and Saturday

♦ Friday evening networking event

♦ Saturday evening reception and awards dinner

♦ Transportation to all events

♦ Conference materials and admittance to all sessions


 Cancellations Cancellations received prior to September 29, 2009 will not be subject to any penalty. Cancellations received between September 29 and October 28 will be refunded, minus a $100 processing fee. No refunds will be issued after October 28, 2009. Substitutions are allowed at any time, provided that the Shidler College of Business is notified in writing. All requests for refunds must be made in writing.

Contact Dolly Omiya, at domiya@hawaii.edu for any questions.

 Accommodations and Travel  Visit http://www.shidler.hawaii.edu/frontiers for important information regarding online registration, airline and hotel reservations.  Rooms are reserved at the hotels listed below. Be sure to mention the conference code listed below to guarantee you receive the conference rate. Reserve your room early, as there are a limited number of rooms in our block. The last day to reserve a room at the conference rate is September 29.

♦ Sheraton Waikiki - OFFICIAL Conference Hotel
 Rate per night: run of ocean at $189 single/double; additional persons $80 (all figures in USD)
By phone: +1 808-922-4422

By Internet: http://www.starwoodmeeting.com/Book/pcuhfr - no reservation code is required


♦ Sheraton Princess Kaiulani
Rate per night: run of city at $120 single/double; additional persons $60 (USD)
By phone: +1 808-922-5811

By Internet: http://www.starwoodmeeting.com/Book/pcuhfr - no reservation code is required
 

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CONFERENCE SCHEDULE

The complete conference schedule may be found here.  Please note that the schedule is tentative and may be subject to change (with regard to concurrent presentations).

Thursday, October 29, 2009
18:30 - 20:00 Welcome Reception and Registration Sheraton Waikiki Hotel


Friday, October 30, 2009
08:15 Continental Breakfast, Sheraton Waikiki Hotel  
08:45 - 09:00

Welcoming Remarks

  
09:00 - 09:45 PLENARY SESSION 1
“A Smarter Planet needs better Services,” Robert Morris, Vice President, Services Research, IBM, USA 		Sheraton Waikiki Hotel – Maui Room
09:45 - 10:30 PANEL DISCUSSION 1
"A Smarter Planet needs better Services"
Robert Morris (IBM), Walter Ganz (Fraunhofer IAO, Germany), Stephen W. Brown (Arizona State University, USA) 		Sheraton Waikiki Hotel – Maui Room
10:30 - 11:00 Morning Break  
11:00 - 11:45 PLENARY SESSION 2
“The Big Shift – The Emerging Logic of the 21st Century,” John Seeley Brown  		Sheraton Waikiki Hotel – Maui Room
11:45 - 12:30 PANEL DISCUSSION 2
“The Big Shift – The Emerging Logic of the 21st Century,” Panel Discussion John Seeley Brown, Roland Rust (University of Maryland, USA), Charles Colby (Rockbridge Associates, Inc, USA) 		Sheraton Waikiki Hotel – Maui Room
12:30 - 13:30 Lunch  
IBM Student Networking Lunch
Students attending the conference are invited to an IBM sponsored lunch to network with business practitioners and exchange ideas. Details »
RSVP to Carrie Baran at cbaran@rhsmith.umd.edu 		 
13:30 - 14:15 PLENARY SESSION 3
“Education @ the Edge of Chaos,” Richard W. Oliver, Chief Executive Officer, American Sentinel University, USA  		Sheraton Waikiki Hotel – Maui Room
14:15 - 15:00 PANEL DISCUSSION 3
“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) 		Sheraton Waikiki Hotel – Maui Room
15:00 - 15:30 Afternoon Break  
15:30 - 16:15 PLENARY SESSION 4
“Innovation:  Where it Comes From and How to Foster it,” W. Brian Arthur, Citibank Professor, Santa Fe Institute, USA  		Sheraton Waikiki Hotel – Maui Room
16:15 - 17:00 PANEL DISCUSSION 4
“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) 		Sheraton Waikiki Hotel – Maui Room
18:30 Trolleys depart Sheraton Waikiki Hotel for tour of Iolani Palace  
19:00 EVENING NETWORKING EVENT                        
Iolani Palace Barracks 		 


Saturday, October 31, 2009
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

  
08:30 - 09:55 CONCURRENT SESSIONS 1-3
 Sessions are 25 minutes in length, with 5 minute breaks in between each session. There will be 10 concurrent presentations during each session.		  
09:55 - 10:25 Morning Break  
10:25 - 11:50 CONCURRENT SESSIONS 4-6
Sessions are 25 minutes in length, with 5 minute breaks in between each session. There will be 10 concurrent presentations during each session.		  
11:50 - 13:00 Lunch  
12:00 - 13:00 JSR Editorial Review Board Meeting Shidler Faculty Lounge - D207
13:00 - 14:25
CONCURRENT SESSIONS 7-9
Sessions are 25 minutes in length, with 5 minute breaks in between each session. There will be 10 concurrent presentations during each session.		  
14:25 - 14:55 Afternoon Break  
14:55 - 16:20 CONCURRENT SESSIONS 10-12
 Sessions are 25 minutes in length, with 5 minute breaks in between each session. There will be 10 concurrent presentations during each session.		  
16:30 Last bus departs Shidler College of Business to the Sheraton  
18:45 RECEPTION AND AWARDS DINNER
Sheraton Waikiki Hotel - Kauai Room		  

Sunday, November 1, 2009
08:00 Continental Breakfast, Sheraton Princess Kaiulani  
08:30 - 09:15

PLENARY SESSION 5
“Applying a Service Model to Restore Financial Health in Higher Education," Jim Wolfston, President, CollegeNET, Inc., USA

Sheraton Princess Kaiulani - Ainahau Showroom
09:15 - 10:00 PANEL DISCUSSION 5
"Applying a Service Model to Restore Financial Health in Higher Education"
Jim Wolfston (CollegeNET, Inc.), Rod Brodie (University of Auckland, New Zealand), Stephen Kwan (San Jose State University, USA) 		Sheraton Princess Kaiulani - Ainahau Showroom
10:00 - 10:30 Morning Break  
10:30 - 11:15 PLENARY SESSION 6
“Frontiers in Service-Dominant Logic,” Stephen L. Vargo, Shidler Distinguished Professor, Professor of Marketing, University of Hawaii at Manoa, USA 		Sheraton Princess Kaiulani - Ainahau Showroom
11:15 - 12:00 PANEL DISCUSSION 6
“Frontiers in Service-Dominant Logic,” Panel Discussion Stephen L. Vargo (University of Hawaii at Manoa), Anders Gustafsson  (Karlstad University, Sweden), Lia Patricio, (University of Porto, Portugal)		 Sheraton Princess Kaiulani - Ainahau Showroom
12:00 - 12:15/td> Conference Closing  

SIXTEENTH ANNUAL PRE-CONFERENCE CONSORTIUM

October 28-29, 2009, Sheraton Waikiki, Honolulu, Hawaii

Wednesday, October 28, 2009
18:00 - 19:00 Welcome and Networking Event

Thursday, October 29, 2009
08:00 – 17:00 Renowned scholars share their expertise, exchange emerging views through panel discussions and lead interactive research activities with attendees. 
To register go to http://www.shidler.hawaii.edu/Default.aspx?tabid=1238
For additional information about the SERVSIG Doctoral Consortium, visit http://www.servsig.org/consortium2009.html or contact Deanne Brocato at brocato@iastate.edu

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