The 2017 Frontiers in Service conference was held at the Gabelli School of Business, Fordham University, in New York, June 22-25, 2017. Frontiers in Service is sponsored by the Center for Excellence in Service at the University of Maryland’s Robert H. Smith School of Business, as well as the American Marketing Association, IBM, Informs, and the Journal of Creating Value.
Attendees included 350 service scholars and managers, representing more than 30 countries More than 200 research papers were presented, addressing a wide range of strategic challenges facing service managers, including driving service innovation, digitizing the customer experience, maintaining service quality across multiple customer touchpoints, and creating value for both employees and customers.
A highlight of the conference was a plenary session featuring the Smith School’s Roland Rust, David Bruce Smith Chair in Marketing, and his graduate student, Kalinda Ukanwa, doctoral candidate in marketing, who presented their research on racial discrimination in services.
The 2018 Frontiers in Service conference will be held Sept. 6-9 in Austin, hosted by Texas State University.