Conference Program

October 2-5, 2008 • Washington, DC, USA

<< All available presentations are in PDF >>

Saturday, October 4, 2008
07:00 Buses will begin to depart Hyatt  
08:00 Continental Breakfast Van Munching Hall
08:30 - 09:15 PLENARY SESSION 3
“Innovation and Organizational Change: Academic Health Centers Respond to an NIH Grand Challenge” Barbara Alving, Director, National Center for Research Resources, National Institutes of Health, USA		 Frank Auditorium, 1524 Van Munching Hall
09:15 - 10:00 PANEL DISCUSSION 3
“Innovation and Organizational Change: Academic Health Centers Respond to an NIH Grand Challenge”
Barbara Alving (National Institutes of Health, USA), Janet McColl-Kennedy (University of Queensland, Australia), Ron Hammerle (Health Resources, Ltd., USA)		 Frank Auditorium,
1524 VMH
10:00 - 10:45 Morning Break  
CONCURRENT SESSIONS 7-9
10:45 - 11:10
Session 7		 C-7-1 “Switching Behavior in a Contractual Service Market,” Jochen Wirtz, National University of Singapore, Singapore, and Jeongwen Chiang, Cheung Kong Graduate School of Business, China 1524 VMH
C-7-2 “What's New with Service Science?,” Wendy Murphy, IBM, USA and Bill Hefley, Carnegie Mellon University, USA
>> Extended Version - What's New in Service Science		 1528 VMH
C-7-3 “Trends and issues in the evolving service innovation policy – three surveys covering the latest developments in the 15 developed countries 2007 - 08,” Jari Kuusisto, Lappeenranta University of Technology, Finland 1330 VMH
C-7-4 “Service Innovation via Information Markets- Utilizing Markets to Assess Service Innovations” Stephan Stathel, FZI – Research Center for Information Technology, Germany and Stefan Luckner and Christof Weinhardt, Universität Karlsruhe, Germany 1333 VMH
C-7-5 “How Memorable a Customer Experience? Evaluating Evoked e-Service Emotions,” Adam Finn and Luming Wang, University of Alberta, Canada 1505 VMH
C-7-6 “Marketing Higher Education from a Services Perspective,” Thomas J. Hayes, Xavier University, USA 1511 VMH
C-7-7 “Adapting Outcome-Driven Innovation Methodology to B2B Services,” Tom E. Johansen, Norwegian Federation of Visual Communication Enterprises, Norway, Per E. Pedersen, University of Agder, Norway, and Herbjørn Nysveen, Norwegian School of Economics and Business Administration, Norway 1520 VMH
C-7-8 “Service Employee Performance: Its Components and Antecedents,” Elaine Wallace, National University of Ireland, Galway, Ireland, and Leslie de Chernatony, University of Birmingham, United Kingdom 1335 VMH
C-7-9 “Optimizing Customer Service Design by applying Computer Modeling,” Akira Kamoshida and Takao Terano, Tokyo Institute of Technology, Japan 1336 VMH
C-7-10 “Examining the Link between Marketing Instruments and Customer Perceptions,” Dominik Georgi, Frankfurt School of Finance & Management, Germany and Sven Tuzovic, Pacific Lutheran University USA 1518 VMH
11:15 - 11:40
Session 8		 C-8-1 “Proof-of-service Mechanism in Service Innovation—A Case Study in Smart Pay Living Lab Project,” Shu-ling Hsiao and Heng-li Yang, National Cheng-Chi University, Taiwan 1524 VMH

C-8-2 “Strategy at the bottom of the pyramid-does QOS matter?,” Sambhu N. Mukherjee, IL&FS India, and Jayanta Chatterjee, Indian Institute of Technology, Kanpur, India

1528 VMH
C-8-3 “If you Love Something, Set it Free? Different Approaches to Governing Firm-hosted Virtual Peer-to-Peer Problem Solving Communities,” Caroline Wiertz, City University London, United Kingdom, and Charla Mathwick, Portland State University, USA, Ko de Ruyter, Maastricht University, The Netherlands, and Benedict G. C. Dellaert, Erasmus University Rotterdam, The Netherlands 1330 VMH
C-8-4 A New Approach to Managing Large IT Services Engagements with a Significant Global Sourcing Component,” Krishna Ratakonda, Daniel V Oppenheim and Yi-Min Chee, IBM Research, USA 1333 VMH
C-8-5 “From Goods-based to Service-based Business Models – Conceptual Foundations, Managerial Challenges and Migration Paths,” Michael Ehret, Freie Universitaet Berlin, Germany, and Olaf Ploetner, European School for Management and Technology, Germany 1505 VMH
C-8-6 “Towards a Generic Design of a Business Service Center,” Fabiana Fournier, Avivit Bercovici, and Amit Fisher, IBM, Israel 1511 VMH
C-8-7 “Managing Follow-up Complaints – The Forgotten Success Factor of Complaint Management: A Case Study from the Energy Services Industry,” Wolfgang Seidel and Katrin Plein, servmark Consulting, Germany, Bernd Stauss, Catholic University Eichstaett-Ingolstadt, Germany, and Juergen Schneider, Techem Energy Services GmbH, Germany 1520 VMH
C-8-8 “Public Service Innovation: the Case of Finland,” Ari-Veikko Anttiroiko and Pekka Valkama, University of Tampere, Finland 1335 VMH
C-8-9 “Double Trouble: New Insights into Customer Evaluations of Preferential Treatment,” Clay M. Voorhees, Roger Calantone and Donald E. Conlon, Michigan State University, USA 1336 VMH
C-8-10 “Designing Ground Aircraft Operation at Large Airport by Simulation,” Yuki Makino, Kazuo Furuta, Shun Nakamura and Taro Kanno, The University of Tokyo, Japan 1518 VMH
11:45 - 12:10
Session 9		 C-9-1 “Customer Rage: Exploring Customer and Employee Perspectives,” Janet R. McColl-Kennedy ,University of Queensland, Australia and Paul Patterson, University of New South Wales, Australia 1524 VMH
C-9-2 “Modeling the Dynamic, Relational Dimensions of Service System for Operational Effectiveness,” Lisa Kreeger and Melissa Cefkin, IBM Research, USA 1528 VMH
C-9-3 “Creating Innovative Service for the Bottom of the Pyramid,” Stefan Michel, Thunderbird, School of Global Management, USA, and Andrew S. Gallan and Stephen W. Brown, Arizona State University, USA 1330 VMH
C-9-4 “Towards a Theory of Service Production,” Alexandra Medina-Borja, University of Puerto Rico at Mayaguez, Puerto Rico, and Kalyan Pasupathy, University of Missouri at Columbia, USA 1333 VMH
C-9-5 “Reframing Innovation with Service-Dominant Logic,” Melissa Archpru Akaka and Stephen L. Vargo, University of Hawaii at Manoa, USA 1505 VMH
C-9-6 “A Mult-level Analysis of Organizational and Individual Determinants of Performance and Satisfaction of Frontline Employees in Service Organizations,” Jagdip Singh, Case Western Reserve University, USA, and Olivia F. Lee, St. Cloud State University, USA 1511 VMH
C-9-7 “Meeting the Challenge of Service Intangibility: Photos Presence in Web Pages and Photo Category as Marketing Tools,” Iris Vilnai-Yavetz and Sigal Tifferet, Ruppin Academic Center, Israel 1520 VMH
C-9-8 “Unconsciously Competent: The Use of Go-to-Market Strategy and Service Marketing Techniques in the Professions,” Silvia Hodges, Emerson College, USA, and Laurie Young, Laurie Young, United Kingdom 1335 VMH
C-9-9 “The Service Model Planning of the Chronic Disease Prevention and Management in Taiwan,” Cheng-Mei Tung, Industrial Technology Research Institute, Taiwan 1336 VMH
C-9-10 “Probabilistic Selling: An Innovative Service Strategy,” Jinhong Xie and Scott Fay, University of Florida, USA 1518 VMH
12:10 - 13:10 Lunch VMH Atrium
Journal of Service Research Editorial Review Board Meeting 1511 VMH
13:10 - 13:55 PLENARY SESSION 4
“What Data Mining Isn't” Chris Volinsky, Director, Statistics Research Department, AT&T Labs-Research, USA 		1524 VMH
13:55 - 14:40 PANEL DISCUSSION 4
“What Data Mining Isn't”
Chris Volinsky (AT&T Labs-Research, USA), Jim Spohrer (IBM Almaden Research, USA), Wolfgang Jank (University of Maryland, USA)		 1524 VMH
14:40 - 15:10 Afternoon Break  
CONCURRENT SESSIONS 10-12
15:10 - 15:35
Session 10		 C-10-1 “Managing Seasonal Congestion,” Steven M. Shugan and Aydin Alptekinoglu, University of Florida, USA 1524 VMH
C-10-2 “An Architecture for Supporting Continuously Dynamic Location-Based Services,” Anand Ranganathan, Eric Bouillet, Mark Feblowitz, Zhen Liu, and Anton Riabov, IBM TJ Watson Research Center, USA 1528 VMH
C-10-3 “Personalizing Customer Service via Email,” Sang-Pil Han, KAIST Business School, South Korea 1330 VMH
C-10-4 “Does Customer Service Make a Difference? An Empirical Study of a Professional Association,” Robert C. Ford and Duncan Dickson, University of Central Florida, USA, and Gery Markova, Wichita State Univeristy, USA 1333 VMH
C-10-5 “The Value Relevance of Service Innovation,” Jochen Becker and Samuel Weinbach, International University in Germany, Germany, and Johannes Ries, COMINVEST Asset Management, Germany 1505 VMH
C-10-6 “Building Customer Relationships through Direct Response: An IMC Investigation of Services vs. Goods Utilization over Time,” Stephen J. Grove and Michael J. Dorsch, Clemson University, USA, and Les Carlson, University of Nebraska, USA 1511 VMH
C-10-7 “The Risks of Providing Full Services,” Fredrik Nordin, Daniel Kindström, Christian Kowalkowski and Jakob Rehme, Linköping University, Sweden 1520 VMH
C-10-8 “In-group versus out-group: the effect of commercial relationship closeness on consumer dispositions toward revenge and forgiveness, a cross cultural perspective,” Haithem Zourrig and Roy Toffoli, University of Quebec in Montreal, Canada, and Jean-Charles Chebat, HEC Montreal, Canada 1335 VMH
C-10-9 “Trust in IT Service Providers: The Connection between Service Operations Effectiveness and Service Marketing Practices,” Anne Massey and Vijay Khatri, Indiana University, USA, and Mitzi Montoya, North Carolina State University, USA 1336 VMH
C-10-10 “Universal Business Language for Services,” Stephen K. Kwan, San José State University, USA, Tim McGrath, Document Engineering Services, USA, and Thomas Lee, The University of Hong Kong, Hong Kong 1518 VMH
15:40 - 16:05
Session 11		 C-11-1 “Segmentation of Lost Customers: Price and Quality Defectors as Target Groups for Managing Customer Retention,” Bernd Stauss, Catholic University Eichstaett-Ingolstadt, Germany and Wolfgang Seidel, Servmark Consulting, Germany 1524 VMH
C-11-2 “Procurement of Knowledge-Intensive Services – A Maturity Model” Andreas Neus, IBM Global Business Services, Germany, and Gerhard Satzger, Karlsruhe Service Research Institute, Germany 1528 VMH
C-11-3 “Are we there yet? A Case Study about the Journey to Effectively Translate Customer Feedback into Service and Product Quality Improvements,” Kristal Ray, Oracle, USA 1330 VMH
C-11-4 “Service Offshoring in India: Location Selection using Analytic Network Process Approach,” Yasser Mahfooz and Mohd Nishat Faisal, Aligarh Muslim University, India 1333 VMH
C-11-5 “Driving Civic Engagement: The Effect of Attitude toward E-Government on Government-to-Citizen Relationships,” Zachary Arens and Janet Wagner, University of Maryland, USA and Sabine Moeller, European Business School, Germany 1505 VMH
C-11-6 “A Discipline Classification System for Service Sciences,” Claudio Pinhanez and Paul Kontogiorgis, IBM Research, USA 1511 VMH
C-11-7 “Leveraging CRM Information Systems in Multi-Channel Service Firms: A Process Virtualization Perspective,” JJ Po-An Hsieh, Hong Kong Polytechnic University, Hong Kong, and Arun Rai Georgia State University, USA 1520 VMH
C-11-8 “Government Policies and Service Firms' Export Performance,” Vinh Lu, Pascale G. Quester and Christopher J. Medlin, University of Adelaide, Australia 1335 VMH
C-11-9 “Service Business Development in Manufacturing Companies: Context, Content and Process,” Guangjie Ren and Mike Gregory, University of Cambridge, United Kingdom 1336 VMH
C-11-10 “Making IT Sourcing Decisions: Enlarging the ‘Make or Buy’ Agenda,” Priscila Ferraz, Domicio Proença, Adriano Proença and Heitor Mansur Caulliraux, Federal University of Rio de Janeiro, Brazil 1518 VMH
16:10 - 16:35
Session 12		 C-12-1 “The Orchestration of Services for Automatic Semantic Image Annotation: Automatic Annotation of Image Parts in IMAGINATION with a High Quality,” Carsten Holtmann, Andreas Walter and Stephan Stathel, FZI Research Center for Information Technologies, Germany and Gabor Nagypal, disy Informationssysteme GmbH, Germany 1524 VMH
C-12-2 “A Framework to Monitor Service Delivery Quality in a Global Service Delivery Environment,” Abhijit Bose and Aliza Heching, IBM TJ Watson Research Center, USA 1528 VMH
C-12-3 “Cross-Cultural Differences in the Effects of Word-of-Mouth in Relational Service Exchange: Empirical Evidence for the Moderating Role of Uncertainty Avoidance from an Eight Country Study,” Jan H. Schumann, Technical University of Munich, Germany, Anne Stringfellow, Thunderbird School of Global Management, USA, Sandra Praxmarer, University of Wollongong, Australia, Vera Blazevic, University of Maastricht, The Netherlands, Fernando Jimenez, Oklahoma State University, USA, Zhilin Yang, City University of Hong Kong, Hong Kong, G. Shainesh, Indian Institute of Management Bangalore, India, and Marcin Komor, University of Economics, Poland 1330 VMH
C-12-4 “Active and Passive Customers in Customer Relationships,” Inger Roos and Anders Gustafsson, Karlstad University, Sweden 1333 VMH
C-12-5 “The Impact of Relationship Marketing Actions on Customer Attitudes and Behavior: Insights from a Large-Scale Field Experiment,” Michael Paul, Thorsten Hennig-Thurau and Georg Puchner, Bauhaus-University of Weimar, Germany 1505 VMH
C-12-6 “Service Science: Interactional or Contributory Expertise?” Michael E. Gorman, University of Virginia, USA 1511 VMH
C-12-7 “Learning from and with Customers in the Development of New Services – A Review of Customer Involvement Methods,” Erik Sundstrom, Bo Edvardsson, Per Kristensson and Peter Magnusson, Karlstad University, Sweden 1520 VMH
C-12-8 “The Royal College of Surgeons Ireland: A Case Study Of Marketing Services Internationally,” Aidan Daly, National University of Ireland, Galway, Ireland, and Michael Horgan, Royal College of Surgeons, Ireland 1335 VMH
C-12-9 “Consumer Addiction to Consumer Communities – Exploring the Underlying Dimensions,” Raymond R. Liu and Werner H. Kunz, University of Massachusetts Boston, USA 1336 VMH
C-12-10 “Reference Price Formation in the Context of Revenue Management,” Alinda Kokkinou and Breffni M. Noone, Pennsylvania State University, USA 1518 VMH
16:45 Buses depart Van Munching Hall to the Hyatt  
18:30 Buses depart Hyatt for Decatur House  
19:30 EVENING NETWORKING EVENT
Lafayette Square, Washington, DC
 Decatur House and Museum