|
Conference Program
October 29 - November 1, 2009 • Honolulu, Hawaii, USA
|
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 |
|
|
CONCURRENT SESSIONS 1-3 |
08:30 -
08:55
Session 1 |
C-1-1 "Establishing an Industrial
Service Research," Jim Spohrer, IBM |
A101 |
C-1-2 “Negotiating the Pricing
Maze: Why Do Customers Prefer Simple over Complex Prices? ” Christian
Homburg, Melanie Krämer and Dirk Totzek, University of Mannheim, Germany
|
A102 |
| C-1-3
“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 |
G102 |
| C-1-4 “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 |
C102 |
| C-1-5
“People Services: Manpower
as a Service,” Robert Kern, Christian Zirpins and Gerhard Satzger,
University of Karlsruhe, Germany |
G103 |
| C-1-6 “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 |
D101 |
| C-1-7 “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 |
D104 |
| C-1-8
“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 |
D106 |
| C-1-9 “Aligning the Service Design
Strategy,” Tim Coltman, Byron Keating and Pierre Richard, University of
Wollongong, Australia
|
C101 |
| C-1-10
“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 Eichstaett-Ingolstadt,
Germany and Andreas Pasing, buw Group |
D204 |
C-1-11
“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
Service Innovation Practice Finalist sponsored by SRII |
G201 |
09:00 - 09:25
Session 2 |
C-2-1 “The Servitization of
Manufacturing: A Longitudinal Analysis,” Andy Neely and Ivanka Visnjic, University of
Cambridge, United Kingdom |
A101 |
|
C-2-2 “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
|
A102 |
| C-2-3 “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 |
G102 |
| C-2-4 “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 |
C102 |
| C-2-5 “The Status Seekers: Their
Motives and Behaviors in Loyalty Programs,” Bernd Stauss and Jens
Zimmermann, Catholic University of Eichstaett-Ingolstadt, Germany |
G103 |
| C-2-6 “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 |
D101 |
| C-2-7 “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 |
D104 |
| C-2-8 “The Future of Software
Services: Competition of Web-based and Traditional Software,” Vladimir
I. Soloviev and Tatiana N. Leonova, State University of Management,
Russia |
D106 |
| C-2-9 “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 |
C101 |
| C-2-10
“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 |
D204 |
C-2-11
“Akamai Support, Consulting, and Training: Nine Package Designs and
Evaluations,” Christopher Boone, Javier Garza and Craig Adams, Akamai
Service Innovation Practice Finalist sponsored by SRII |
G201 |
09:30 - 09:55
Session 3 |
C-3-1 “How to Test a Service,”
Thomas Meiren and Walter Ganz, Fraunhofer IAO, Germany, and Klaus-Peter
Fähnrich, University of Leipzig, Germany |
A101 |
| C-3-2 CANCELED |
A102 |
| C-3-3 “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 |
G102 |
| C-3-4 “Measuring Service
Orientation Levels in Manufacturing,” Javier Reynoso, Alberto Rodriguez
and Jose Manuel Sanchez, Monterrey Institute of Technology (ITESM),
Mexico |
C102 |
| C-3-5 “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 |
G103 |
| C-3-6 “Service System Development:
The Metropolis Model,” Hong-Mei Chen and Rick Kazman, University of
Hawaii at Manoa, USA |
D101 |
| C-3-7 “Service Procurement
Auctions under Service Quality Uncertainty,” Steffen Haak, Tobias Conte
and Clemens van Dinther, FZI Research Center for Information Technology,
Germany |
D104 |
| C-3-8
“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 |
D106 |
| C-3-9
“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
|
C101 |
| C-3-10 “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 |
D204 |
C-3-11
“Guest Feedback in the Hospitality Industry: VOC Systems Approach,” Brad
Kesel, Scott Wiman and Orin McCann, VOC Systems, Inc.
Service Innovation Practice Finalist sponsored by SRII |
G201 |
| 09:55 - 10:25 |
Morning Break |
|
|
CONCURRENT SESSIONS 4-6 |
10:25 - 10:50
Session 4 |
C-4-1
“Practical experience with Support Point Analysis in DHL,” Roman
Albrecht, DHL IT Services Europe, and Ota Novotny and Jiri Vorisek,
University of Economics, Prague
Best Practitioner Nominee |
A101 |
| C-4-2 “A Social Construction
Approach to Service Logic,” Bo Edvardsson and Bård Tronvoll, Karlstad
University, Sweden |
A102 |
| C-4-3 “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 |
G102 |
| C-4-4 “Serving Society by Serving
Employees,” David J. Hagenbuch, Messiah College, USA, Steven W. Little,
Lipscomb University, USA, and Doyle J. Lucas, Anderson University, USA
|
C102 |
| C-4-5 “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 McColl-Kennedy,
University of Queensland, Australia |
G103 |
| C-4-6 “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 |
D101 |
| C-4-7 “Implicit and Explicit
Attitudes in Folk Explanations of Digital Piracy,” Steven A. Taylor and
Joel Schneider, Illinois State University, USA |
D104 |
| C-4-8 “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 |
D106 |
| C-4-9 “Antecedents of Customer
Orientation in Service Exports,” Vinh Nhat Lu, Pascale G. Quester, and
Carolin Plewa, University of Adelaide, Australia
|
C101 |
| C-4-10 “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 |
D204 |
10:55 - 11:20
Session 5 |
C-5-1
“A Financial Innovation in Promotion Services: the case of
‘LoyaltyShares’,” Andrea Ordanini, Bocconi University, Italy, and Ellen
Philip, Ellen Philip Associates, USA
Best Practitioner Nominee |
A101 |
| C-5-2 “Outcome-based Contracts as
an Economic Driver for Service-Dominant Logic in Complex Service
Systems,” Irene Ng, University of Exeter, United Kingdom |
A102 |
| C-5-3 “The Use of SD Logic for
Financial Reporting and Equity Valuation: A UK Empirical Study,” Kevin
McMeeking, University of Exeter, United Kingdom |
G102 |
| C-5-4 “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 |
C102 |
| C-5-5 “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 |
G103 |
| C-5-6 “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 |
D101 |
| C-5-7 “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 |
D104 |
| C-5-8
“Driving Customer Experience
for Great Service Design,” Fred Lemke and Hugh Wilson, Cranfield
University, United Kingdom and Moira Clark, Henley Business School,
United Kingdom |
D106 |
| C-5-9
“Multi-Level Service Value
Model,” Zhongjie Wang and Xiaofei Xu, Harbin Institute of Technology,
China |
C101 |
| C-5-10 “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 |
D204 |
11:25 - 11:50
Session 6 |
C-6-1
“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
Best Practitioner Nominee |
A101 |
| C-6-2 “Metrics - the Cost of
Relevancy in Research,” Steven M. Shugan and Debanjan (Deb) Mitra,
University of Florida, USA |
A102 |
| C-6-3 “Open Source Software
Services and Software Piracy,” Rajiv Sinha and Raghu Santanam, Arizona
State University, USA, and Fernando Machado, Catholic University of
Portugal, Portugal |
G102 |
| C-6-4 CANCELED |
C102 |
| C-6-5
“Designing
Information-Intensive Service Systems,” Robert J. Glushko, University of
California, Berkeley, USA |
G103 |
| C-6-6 “The reluctant value
co-creators: Young bank customers and their relation to financial
services,” Markus Fellesson and Annika Åberg, Karlstad University,
Sweden |
D101 |
| C-6-7 “A new dominant logic for
marketing? Here it comes,” Tobias Bischkopf, European Business School,
Germany |
D104 |
| C-6-8 “Getting Stable CSI by
Hierarchial Bayes Modeling,” Nobuhiko Terui and Shohei Hasegawa, Tohoku
University, Japan, and Kosuke Ogawa, Hosei University, Japan |
D106 |
| C-6-9 “When Ignorance become
Bliss: Conceptualizing User-Producer Interplay to Accomplish
Innovation,” Per Echeverri and Peter R. Magnusson, Karlstad University,
Sweden |
C101 |
| C-6-10 “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 |
D204 |
| 11:50 - 13:00 |
Lunch |
|
| 12:00 - 13:00 |
| JSR Editorial Review Board Meeting
|
Shidler Faculty Lounge - D207 |
|
CONCURRENT SESSIONS 7-9 |
13:00 - 13:25
Session 7 |
C-7-1 “Accelerating Risk
Management along Several Dimensions in Complex-IT Engagements,” Rose
Williams and Krishna Ratakonda, I.B.M. Thomas J. Watson Research Center,
USA
|
A101 |
| C-7-2 “An Empirical Investigation
of Exploration and Exploitation in Product and Market Domains,” Glenn B. Voss and Zannie Giraud Voss,
Southern Methodist University, USA |
A102 |
| C-7-3 “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 |
G102 |
| C-7-4 “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 |
C102 |
| C-7-5 “The Creativity of
Front-line Employees,” Rita Di Mascio, University of New South Wales,
Australia |
G103 |
| C-7-6 “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 |
D101 |
| C-7-7 “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 |
D104 |
| C-7-8 “An Analysis of US Trade in
Services,” Stephen K. Kwan, San José State University, USA |
D106 |
| C-7-9
“Intensification of
Relationships throughout Material and Symbolic Benefits,” Carmen Camarero and María-José Garrido, University of Valladolid, Spain |
C101 |
| C-7-10 “Cocreating Social Value
through Lead User Interactions: Experiencing Innovative Clinical
Solutions in Healthcare,” Kyoichi Jim Kijima and Jerome Galbrun, Tokyo
Institute of Technology, Japan |
D204 |
13:30 - 13:55
Session 8 |
C-8-1 “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 |
A101 |
| C-8-2 “Proactive versus Reactive
Approaches to Generate Customer Knowledge,” Anders Gustafsson, Per
Kristensson, and Lars Witell, Karlstad University, Sweden |
A102 |
| C-8-3 “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 |
G102 |
| C-8-4 “The Effect of Customer
Intelligence Capabilities on Firm Performance,” Janny C. Hoekstra and
Peter C. Verhoef, University of Groningen, the Netherlands |
C102 |
| C-8-5 CANCELED |
G103 |
| C-8-6 “Measuring Service System
Peformance: Calculating Perceived Value from the Stakeholders’
Perspective,” Joel Bethea, Isaac Cheng, Yolanda Rankin, Neil Boyette and
Vikas Krishna, IBM, USA |
D101 |
| C-8-7
“Understanding Middle
Management Influence on Customer Satisfaction,” Lucio Lescano-Duncan,
CAME-Institute, Peru |
D104 |
| C-8-8 “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 |
D106 |
| C-8-9
“Service Quality Dimensions
& Requirements,” Rajesh Radhakrishnan, IBM, USA |
D103 |
| C-8-10 “Service Quality in
Manufacturing Supply Chains,” Gyan Prakash, ABV-Indian Institute of
Information Technology and Management, India |
D204 |
14:00 - 14:25
Session 9 |
C-9-1
“The National Technology
Readiness Survey: 10 Years of Trends,” Charles L. Colby, Rockbridge
Associates, Inc., USA |
A101 |
| C-9-2 “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 |
A102 |
| C-9-3 “Store Revenue Growth and
Customer Experience Metrics,” Sharyn Rundle-Thiele, Griffith
University, Australia, and Steven Cierpicki, Colmar Brunton Queensland,
Australia |
G102 |
| C-9-4 “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 |
C102 |
| C-9-5 “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 |
G103 |
| C-9-6 “The Practical Challenges of
Servitization,” TS Baines and HW Lightfoot, Cranfield University, United
Kingdom |
D101 |
| C-9-7 “Innovating integrated
public services – challenges and obstacles,” Martin Fransson and Johan
Quist, Karlstad University, Sweden |
D104 |
| C-9-8 “Shaping Public Commuting
Activities into Enjoyable Journey: Lessons from Customers’ Experience,”
Hubert H.D. Chih, Chi-Yuan Chen, and David Chien-liang Kuo, Industrial
Technology Research Institute (ITRI), Taiwan |
D106 |
| C-9-9 “Mobile Services: When
Context is Triggering Consumption,” Astrid Dickinger, Modul University,
Austria and Mirella Kleijnen, VU University Amsterdam, The Netherlands |
C101 |
| C-9-10 “A Performance Benchmarking
Study of Telecommunication Services in the Indian Context,” Sajeev
Abraham George, S P Jain Institute of Management & Research, India |
D204 |
| 14:25 - 14:55 |
Afternoon Break |
|
|
CONCURRENT SESSIONS 10-12 |
14:55 - 15:20
Session 10 |
C-10-1 “MARS – International
Monitoring of Activities and Research in Services,” Walter Ganz, Rainer
Nägele and
Anne-Sophie Tombeil, Fraunhofer Institut for Industrial Engineering,
Germany |
A101 |
| C-10-2 “Customer Equity Reporting
– Nice to Have or Rational to Do?,” Tomás Bayón and Jochen Becker,
German Graduate School of Management & Law, Germany |
A102 |
| C-10-3 “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 |
G102 |
| C-10-4
“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 |
C102 |
| C-10-5 “Service Science Research
Trends in Japan,” Kazuyoshi Hidaka, Japan Advanced Institute of Science
and Technology, Japan |
G103 |
| C-10-6 “Innovation that Reinvents
Service Business: Three Breakthrough Experimentations in Europe,” Hervé
Mathe, ESSEC Business School, Paris, France |
D101 |
| C-10-7 “Analytics as a Service,”
Jeffrey Kreulen, Scott Spangler, Ying Chen and Cheryl Kieliszewski, IBM
Research, USA |
D104 |
| C-10-8 “The Impact of
Employee-Brand Engagement on Business Performance,” Narumon Kimpakorn
and Suchanphin Suwannaphan, Chiangmai University, Thailand |
D106 |
| C-10-9 CANCELED |
C101 |
| C-10-10 “Study on Design
Optimization for Customer Services of Car Dealer -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 |
D204 |
15:25 - 15:50
Session 11 |
C-11-1 “Successful Service
Strategies for coping with Service Characteristics,” Toshiro Hirota,
Kansai University, Japan |
A101 |
| C-11-2
“‘Greenprinting’: Designing
Service Delivery Systems for Sustainability” Lia Patrício, University of
Porto, Portugal, Raymond P. Fisk, Texas State University-San Marcos,
USA, and Stephen J. Grove, Clemson University, USA |
A102 |
| C-11-3 “Customer Revenge and
Avoidance over Time: Insights about a Love-Becomes-Hate Effect,” Yany
Grégoire and Tom Tripp, Washington State University, USA, and Renaud
Legoux, HEC-Montreal, Canada |
G102 |
| C-11-4 “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 |
C102 |
| C-11-5 “Understanding and Managing
Ordinary Users' Ideation Patterns,” Peter R. Magnusson and Per
Kristensson, Karlstad University, Sweden, and Christiane Hipp,
Brandeburg Technical University Cottbus, Germany |
G103 |
| C-11-6 “Customer satisfaction as a
determinant for employee satisfaction and retention: A dyadic
perspective,” Regina-Viola Frey,
Heilbronn Business School , Germany |
D101 |
| C-11-7 “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 |
D104 |
| C-11-8 “Designing a Model of
International Business-to-Business Sales Organization for Services,”
Elli Pyykkö, Enterprise Simulation Laboratory SimLab, Helsinki
University of Technology, Finland |
D106 |
| C-11-9 “Why Tourism in Brazil
doesn’t take off?,” Ana Akemi Ikeda and Marcos Cortez Campomar,
University of São Paulo, Brazil |
C101 |
| C-11-10 “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 |
D204 |
15:55 - 16:20
Session 12 |
C-12-1
“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 |
A101 |
| C-12-2
“Consumer Engagement in
Service Research: Moving Beyond Involvement, Commitment, and
Participation,” Roderick J. Brodie, Ana Ilic and Biljana Juric,
University of Auckland, New Zealand |
A102 |
| C-12-3
“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 |
G102 |
| C-12-4 “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 |
C102 |
| C-12-5 “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 |
G103 |
| C-12-6 “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 |
D101 |
| C-12-7 “Multiple Emotional
Contagions and its Dynamic Impact on Consumer's Negative Emotion under
Service Encounters,” Xiucheng Fan, Fuan University, China, and Jiangang
Du, Nankai University, China |
D104 |
| C-12-8 “Modelling the Relations
between Customer Co-Production and Value Co-Creation: A Theory-Building
Approach,” Andrea Ordanini and Lia Zarantonello,
Bocconi Univiersity, Italy |
D106 |
| C-12-9 “Service Infusion in
Manufacturing: A Research Landscape,” H W Lightfoot and T S Baines,
Cranfield University, United Kingdom |
D103 |
| C-12-10 “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 |
|
