Thursday, 14th June

Thursday
17:00 - 18:00
Registration
Venue
La Grande Arche - IESEG School of Management GB45
Thursday
18:00 - 20:00
Welcome Reception
Venue
La Grande Arche - IESEG School of Management GB44

Friday, 15th June

Friday
08:00 - 08:30
Coffee Break & Registration
Venue
GB45
Friday
08:30 - 10:15
Welcome and Plenary Session I: Improving Service Experiences through Digitalization and Big Data
Venue
GR11
Friday
10:15 - 10:45
Coffee Break
Venue
GB45
Friday
10:45 - 12:15
Chaired By:
Anne Schmitz
Venue
GB17
10:45
The feasibility of virtual doctor appointments in a nutshell
» Anne Schmitz (Universidad Autónoma de Madrid), Ana M. Díaz-Martín (Universidad Autónoma de Madrid), María-Jesús Yagüe-Guillén (Universidad Autónoma de Madrid)
Friday
10:45 - 12:15
Chaired By:
Ilaria Dalla Pozza
Venue
GR01
10:45
Distance Frontline Employee - Customer Relationships: Towards a new Concept of Proximity in the Banking and Insurance Industries
» Ilaria Dalla Pozza (IPAG Business School)
Friday
10:45 - 12:15
Chaired By:
Jonas Holmqvist
Venue
GB16
10:45
Antecedents and Measurement of Industrial Service Excellence in Manufacturing Companies
» Christian Stadlmann (Upper Austrian University of Applied Science), Doris Ehrlinger (Upper Austrian University of Applied Science), Anna Biedersberger (University of Passau), David Tempelmayr (Upper Austrian University of Applied Science), Stefan Mang (University of Passau), Margarethe Überwimmer (Upper Austrian University of Applied Science)
11:15
An Approach to Elaborate Implicit Customer Service Needs for B2B IT Services Offerings
» Nikhil Zope (Tata Consultancy Services), Doji Lokku (Tata Consultancy Services), Anand Kumar (Tata Consultancy Services), Jose Kumar Reddypogu (Tata Consultancy Services)
11:45
Who is the Real Value Facilitator? Facilitating value creation in business networks
» Jonas Holmqvist (KEDGE BUSINESS SCHOOL), Aurélien Timbre (Celso), Christian Kowalkowski (Linköping University), Christian Grönroos (Hanken School of Economics)
Friday
10:45 - 12:15
Chaired By:
Alex Bolinger
Venue
GB15
10:45
How service deal popularity and star rating influence quality expectation toward online service deals
» Karen Kao (The University of Adelaide), Sally Rao Hill (The University of Adelaide), Indrit Troshani (The University of Adelaide), Simon Kao (Fu Jen Catholic University)
11:15
The outcome of surface acting: emotional dissonance or self-serving attribution?
» Dana yagil (The University of Haifa)
11:45
Server Crying, Explanations, and Customer Tipping Behavior
» Alex Bolinger (Idaho State University), Tyler Burch (Idaho State University)
Friday
10:45 - 12:15
Chaired By:
Teresa Fernandes
Venue
GB18
10:45
Expanding the Customer Engagement Concept: The Role of Spiritual Engagement
» Kieran D. Tierney (Royal Melbourne Institute of Technology), Ingo O. Karpen (Royal Melbourne Institute of Technology), Jodie Conduit (University of Adelaide)
11:15
Exploring the Practice of Collaborative Consumption
» Hugo Guyader (Linköping University)
11:45
Customer Engagement in Social Network Brand Communities: Drivers and Impact On Brand Loyalty
» Teresa Fernandes (University of Porto), Ana Castro (University of Porto)
Friday
10:45 - 12:15
Chaired By:
Sheila Malone
Venue
GB19
10:45
On the definition of customer experience: Repacking old concepts?
» Larissa Carine Braz Becker (University of Turku)
11:15
Creating positive emotional customer experience in luxury hotels
» Szu-Hsin Wu (Dublin City University), Yuhui Gao (Dublin City University)
11:45
Understanding the Customer Experience in Luxury Services: The Case of Ethical Tourism
» Sheila Malone (Lancaster University), Caroline Tynan (University of Nottingham), Sally Mckechnie (University of Nottingham)
Friday
10:45 - 12:15
Chaired By:
Hannah Snyder
Venue
GR02
10:45
Consumer Misbehavior in a Veterinary Service Setting
» Daina Nicolaou (University of Cyprus), Christos Theoris (Warwick Business School)
11:15
The Haters Gonna Hate – Towards a Better Understanding of Consumer Roles in Online Bullying
» Jan Breitsohl (Kent University), Werner Kunz (University of Massachusetts Boston)
11:45
The truth, the whole truth and nothing but the truth? Customer lies in the service encounter
» Hannah Snyder (BI - Norwegian School of Business), Lars Witell (Linköping University), Anders Gustafsson (Service Research Center, Karlstad University), Janet R. McColl-Kennedy (University of Queensland)
Friday
10:45 - 12:15
Chaired By:
Linda Nasr
Venue
GR03
10:45
Challenges and Approaches for Product-Service-Transformation of SMEs
» Jürg Meierhofer (ZHAW Zurich University of Applied Sciences)
11:15
Alexa – What's on my shopping list? Investigating consumer perceptions of voice-controlled devices
» Sven Tuzovic (Queensland University of Technology), Stefanie Paluch (RWTH Aachen University)
11:45
Frontline Technology Infusion: Conceptual Archetypes and a Future Research Agenda
» Arne De Keyser (EDHEC Business School), Sarah Köcher (TU Dortmund University), Linda Nasr (Texas State University), Jay Kandampully (Ohio State University)
Friday
10:45 - 12:45
Chaired By:
Paul Patterson
Venue
GR07
10:45
The effects of passive innovation resistance on healthcare users: An analysis of the influencing factors
» Joshua K Salawu (University of Namur), Wafa Hammedi (University of Namur), Annick Castiaux (University of Namur), Mohammad Nejad (Fordham university)
11:15
Does Dr. Google Help? Patients' Online Health Information Search
» Marta Lara-Quintanilla (HEC - Liege (University of Liege)), Zelal Ates (TH Köln - Cologne University of Technology, Arts and Sciences), Lola C. Duque (University Carlos III of Madrid), Jan H. Schumann (University of Passau), Marion Büttgen (University of Hohenheim)
11:45
The Impact of Communications Style on Client Psychological Comfort in Healthcare Services
» Paul Patterson (School of Marketing, UNSW Sydney), Rawi Roongruangsee (Faculty of Business Administration, Chiang Mai University)
Friday
10:45 - 12:15
Chaired By:
Sertan Kabadayi
Venue
GR08
10:45
Value Co-Destruction Consequences of Contextualized Interactions Between Online and Offline Deviant Behaviors: An Ecosystemic View
» Loïc Plé (IÉSEG School of Management), Catherine Demangeot (IÉSEG School of Management)
11:15
A Scaling Up Framework for Innovative Service Ecosystems: Lessons from Eataly and KidZania
» Laura Di Pietro (Department of Business Study - University of Roma Tre), Bo Edvardsson (Service Research Center, Karlstad University), Javier Reynoso (EGADE Business School - Tecnológico de Monterrey), maria francesca renzi (Department of Business Studies - University of Roma Tre), Martina Toni (Department of Business Studies - University of Roma Tre), Roberta Guglielmetti Mugion (Department of Business Studies - University of Roma Tre)
11:45
Delving into the role of different resources for value creation in the internal market
» Achilleas Boukis (University of Sussex), Sertan Kabadayi (Fordham university)
Friday
10:45 - 12:15
Chaired By:
Terres Mellina
Venue
GB20
10:45
Service solutions in professional services – a study of law firms in Poland
» Marek Gnusowski (Poznan University of Economics and Business), Kristina Heinonen (Hanken), Johanna Frösén (Hanken School of Economics)
11:15
So close yet so far? The impact of mobile app usage on psychological distance
» Christoph Schmitz (LMU Munich), Silke Bartsch (Ludwig-Maximilians-University Munich)
11:45
The importance of colors on trust: how colors influence on service mobile applications?
» Mellina Terres (Federal University of Health Sciences of Porto Alegre), Leonardo Nicolao (Universidade Federal do Rio Grande do Sul), Márcia Herter (Escola Superior de Propaganda e Marketing - ESPM), Diego Costa Pinto (Universidade Nova de Lisboa)
Friday
12:15 - 13:30
Lunch
Venue
GB44
Friday
12:15 - 13:30
Editorial Board Meeting Journal of Service Theory and Practice
Venue
GB20
Friday
13:30 - 15:00
Chaired By:
Rebekah Russell-Bennett
Venue
GR01
13:30
Service Thinking: Perspectives and Applications
» Rebekah Russell-Bennett (Queensland University of Technology), Josephine Previte (University of Queensland), Ray Fisk (Texas State University), Linda Nasr (Texas State University), Sidney Anderson (Texas State University), Steven Rayburn (Texas State University)
Friday
13:30 - 15:00
2B
SERVSIG Best Dissertation Award
Venue
GB17
13:30
Friday
13:30 - 15:00
Chaired By:
Ritva Höykinpuro
Venue
GB16
13:30
Customer Experience (CX) Analytics: Big Data Approach to Analyse CX Data
» Mohamed Zaki (University of Cambridge)
14:00
Service-oriented Data Analytics: Connecting Data Analytics to Value Creation through Service Design
» Chiehyeon Lim (UNIST), Kwang-jae Kim (POSTECH), Min-jun Kim (Samsung Electronics), Ki-hun Kim (POSTECH), Paul Maglio (University of California, Merced)
14:30
Service work is no longer where it used to be: Challanges to service-related HRM and service leadership
» Ritva Höykinpuro (Unviversity of Tampere, Faculty of Management)
Friday
13:30 - 15:00
Chaired By:
Javier Reynoso
Venue
GB15
13:30
Intellectual capital and its relation to employee innovative behavior: consumer value co-creation behavior as a moderator
» chin shiu Huang (College of Management, Yuan Ze University/Innovation Center of Lion Travel Co. LTD), TZU-AN LIN (College of Management, Yuan Ze University), Cindy Yunhsin Chou (College of Management, Yuan Ze University)
14:00
Mitigating the Risks of Co-Creation by Integrating Empathy and Lived Experience in Service Design
» Anna-Sophie Oertzen (Maastricht University), Josina Vink (Service Research Center, Karlstad University)
14:30
Social Capital and Value Co-Creation at the Base of the Pyramid
» Ana Valdes-Loyola (Tecnologico de Monterrey, EGADE Business School), Carlos Brambila Paz (Tecnologico de Monterrey), Javier Reynoso (Tecnologico de Monterrey, EGADE Business School), Bo Edvardsson (Service Research Center, Karlstad University)
Friday
13:30 - 15:00
Chaired By:
Lerzan Aksoy
Venue
GB19
13:30
Trapped in a service encounter – Exploring customer lock-in perceptions during negative service experiences
» Sabine Fliess (University of Hagen), Maarten Volkers (University of Hagen)
14:00
The Digital Selling Experience: Consumer-to-Consumer E-Commerce
» Mika Yrjölä (University of Tampere), Hannu Saarijärvi (University of Tampere), Oskari Paakki (University of Tampere)
14:30
Pump Up the Volume: Understanding the Drivers of Word-of-Mouth Volume Across Industries
» Timothy Keiningham (St. John's University), Roland Rust (University of Maryland), Bart Larivière (Ghent University), Lerzan Aksoy (Fordham university), luke williams (Qualtrics)
Friday
13:30 - 15:00
Chaired By:
Elina Jaakkola
Venue
GB18
13:30
Negatively-Valenced Customer Engagement in the Healthcare Context: The Construct, Antecedents, and Moderators
» Niloofar Borghei Razavi (Henley Business School), Cristiana Lages (Henley Business School), Rodrigo Perez Vega (Henley Business School)
14:00
Exploring Customer Engagement Marketing (CEM) and its impact on Customer Engagement Behaviour (CEB)
» Esraa Karam (University of Strathclyde), Matthew Alexander (University of Strathclyde)
14:30
How does engagement affect customer journeys and experience?
» Elina Jaakkola (University of Turku), Matthew Alexander (University of Strathclyde)
Friday
13:30 - 15:00
Chaired By:
Carolina Camén
Venue
GR08
13:30
Enabling transformative service encounters: Insights from inclusive arts workshops for people living with dementia
» Pablo Escarate-Sanchez (University of Edinburgh Business School), Stephen Osborne (University of Edinburgh Business School)
14:00
Conceptual Advancements of a Transformative Social Service Research Framework
» Joerg Finsterwalder (University of Canterbury), Jeff Foote (ESR), Graeme Nicholas (ESR), Annabel Taylor (CQUniversity), Maria Hepi (ESR), Virginia Baker (ESR), Natasha Dayal (University of Canterbury)
14:30
Implementation of a quality model in public care procurement: challenges and opportunities
» Sara Dahlin (Chalmers University of Technology), Carolina Camén (CTF - Karlstad University)
Friday
13:30 - 15:00
Chaired By:
Liliana Bove
Venue
GR02
13:30
Dysfunctional customer behavior, employee stress, and employee turnover: The moderating effects of employee embeddedness and cultural value orientation
» Taeshikg Gong (Hanyang University ERICA)
14:00
LINKING EMPLOYEE AND CUSTOMER ENGAGEMENT BEHAVIORS IN SERVICE ENCOUNTERS: THE MEDIATION OF RELATIONAL ENERGY AND INTERACTION QUALITY
» J. Chris Lin (National Taiwan University), Chih-Ying Chu (National Taiwan University), Haw-Yi Liang (National Taiwan University)
14:30
Distress, Casual Attributions and Coping: Explaining Aggression towards Health Care Workers
» Liliana Bove (The University of Melbourne), Simon Pervan (La Trobe University)
Friday
13:30 - 16:00
Chaired By:
Yuan Hong
Venue
GR03
13:30
understanding The intersection Between Exchange Norms and Donation Requests
» Efua Obeng (Howard University), Samuel Petros Sebhatu (Se)
14:00
The Interaction Effect of Norm Violation Type and Group Categorization on Consumer Reactions to Other-Customer Misbehavior in Service Industry
» Chloe Y. QIU (The Chinese University of Hong Kong), Lisa C. Wan (The Chinese University of Hong Kong)
14:30
The Impact of Changes to Tipping Norms at the Organizational Frontline: A Comparison of Pre-service and Post-service Tipping
» Sara Hanson (University of Richmond), Nathan Warren (University of Oregon), Hong Yuan (University of Oregon)
Friday
13:30 - 15:00
Chaired By:
Cansu Yildirim
Venue
GR07
13:30
Redefining the Service Triad for Sharing Services
» Sooyun Kim (Yonsei University), Sunmee Choi (Yonsei University)
14:00
The impact of services supply chain orientation on perceived industrial service quality: an empirical analysis
» Oznur Yurt (University of Roehampton), Tuncdan Baltacioglu (Istanbul Okan University), Ebru Aglamaz (Adnan Menderes University)
14:30
Multi-Agent Service Failure Classification: Service Supply Chain Perspective
» Cansu Yıldırım (Dokuz Eylül University), Bengü Oflac (Izmir University of Economics)
Friday
15:00 - 15:30
Coffee Break
Venue
GB45
Friday
15:30 - 17:00
Chaired By:
Werner Kunz
Venue
GR01
15:30
Brave New World: Robots in the Service Front Line
» Werner Kunz (University of Massachusetts Boston), Jochen Wirtz (National University of Singapore), Paul Patterson (UNSW Sydney), Thorsten Gruber (Loughborough University), Vinh Lu (Australian National University), Stefanie Paluch (RWTH Aachen), Antje Martins (University of Queensland)
Friday
15:30 - 17:00
Chaired By:
Aron O'Cass
Venue
GB16
15:30
Brand Publicity and Consumer Sentiment in Online Reviews
» Jacob Mickelsson (Hanken School of Economics), Joep Van Haren (Maastricht University), Roland Wenmeckers (Maastricht University), Jos Lemmink (Maastricht University), Kristina Heinonen (Hanken School of Economics)
16:00
Omni-channel communication in cultural services
» Roberta Gargiulo (University Federico II of Naples - DEMI), Cristina C. Amitrano (University Federico II of Naples - DEMI), Francesco Bifulco (University Federico II of Naples - DEMI)
16:30
A multilevel study of service brand building: Unpacking employee brand building behaviors
» Aron O'Cass (Macquarie University), Vida Siahtiri (Macquarie University)
Friday
15:30 - 17:30
Chaired By:
Carolin Plewa
Venue
GB19
15:30
An Exploration on the Mechanism of Co-creation Experience: An Empirical Study in Wedding Service
» lishan xie (Business school of Sun Yat-sen University), Dongmei Li (Hang Seng Management College), Xiaoyun Han (Business school of Sun Yat-sen University)
16:00
Managing attributions of gratitude-generating encounters
» Paolo Antonetti (Queen Mary University of London), Sebastian Forkmann (University of Alabama), Thomas Baker (University of Alabama), Kristy Reynolds (University of Alabama)
16:30
The interplay of value-in-use and trust in the service provider
» Carolin Plewa (The University of Adelaide), Jillian C. Sweeney (The University of Western Australia)
Friday
15:30 - 17:00
Chaired By:
Silke Bartsch
Venue
GB18
15:30
Business Model Innovation and Value-creation: The Platform Way
» Tor W. Andreassen (NHH Norwegian School of Economics), Line Lervik-Olsen (BI - Norwegian School of Business), Hannah Snyder (BI - Norwegian School of Business), Jillian C. Sweeney (The University of Western Australia), Yves Van Vaerenbergh (KU Leuven), Allard van Riel (Radboud University)
16:00
The Role of Digital Platform E-Services in Chinese Cinema Industry
» Ben Liu (Quinnipiac University), Xing Wan (Nanjing University of Finance and Economics), Nianxin Wang (Jiangsu University of Science and Technology)
16:30
The Effect of Service Interface on Individuals' Exercise Adherence
» Silke Bartsch (Ludwig-Maximilians-University Munich), Yingzi Xu (Auckland University of Technology)
Friday
15:30 - 17:00
Chaired By:
Gys-Walt van Egdom
Venue
GB17
15:30
Informing Resource Integration in Service Dominant Logic with Motivation Theory
» Rolf Findsrud (Inland Norway University of Applied Sciences), Bård Tronvoll (Inland Norway University of Applied Sciences), Bo Edvardsson (Service Research Center, Karlstad University)
16:00
Detecting Spurious Moderation Effect in Service Research: An Information-Theoretic Approach and ModLR SPSS Macro
» Ahmad Daryanto (Lancaster University)
16:30
Applying Machine Translation in Sentiment Analysis: the Case of Chinese Reviews on TripAdvisor
» Gys-Walt van Egdom (Zuyd University Maastricht), Mark Pluymaekers (Zuyd University Maastricht), Zilla Dooge (Zuyd University Maastricht)
Friday
15:30 - 17:00
Chaired By:
Olivier Furrer
Venue
GB15
15:30
SERVICE EMPLOYEE GESTURES AS DEEP ACTING EVIDENCE
» Tali Seger-Guttmann (Ruppin Academic Center), Hana Medler-liraz (College of Tel-Aviv-Yaffo Tel Aviv)
16:00
Evidence for Three Role Behaviors for Frontline Service Employees
» Phiangdao Chaoluck (University of Adelaide), Christopher J. Medlin (University of Adelaide), Jodie Conduit (University of Adelaide)
16:30
Frontline Employee Friendliness: an Exploratory Investigation in the Service Industry
» Melanie Boninsegni (University of Fribourg), Olivier Furrer (University of Fribourg)
Friday
15:30 - 17:00
Chaired By:
Matthew Alexander
Venue
GR03
15:30
"Buy-it-yourself": Should the retailing industry support do-it-yourself practices?
» Zakia Obaidalahe (ESSCA School of Management), Nadia Steils (IAE University of Lille)
16:00
Delivering integrated and customised service experiences within a heterogeneous cultural organisation
» Jane Johnstone (University of Strathclyde), Matthew Alexander (University of Strathclyde), Derek Bryce (University of Strathclyde)
16:30
Transforming mundane experiences: exploring customer well-being of the commuting journey
» Mimi Liana Abu (University of Strathclyde), Matthew Alexander (University of Strathclyde), Juliette Wilson (University of Strathclyde)
Friday
15:30 - 17:00
Chaired By:
Carol Azab
Venue
GR07
15:30
How Do Customers React Under Service Failures? The Roles of the Two Dimensions of Brand Perception - Warmth and Competence
» Shannon X. Yi (The Chinese University of Hong Kong), Chloe Y. QIU (The Chinese University of Hong Kong), Lisa C. Wan (The Chinese University of Hong Kong)
16:00
A Comprehensive Classification of Services Failures Based on Intentionality and Duration of Failures
» Amin Nazifi (University of Strathclyde), Dahlia El-Manstrly (University of Edinburgh)
16:30
This Customer has an accent! Would (s)he be treated differently?
» Carol Azab (Stetson University), Jonas Holmqvist (Ked)
Friday
15:30 - 17:00
Chaired By:
Mark Rosenbaum
Venue
GR08
15:30
Value Co-creation in Non-Clinical Cancer Centre
» Qian Wang (University of Edinburgh), Dahlia El-Manstrly (University of Edinburgh)
16:00
Gamified Work and the effect on Front Line Employees Experience
» Wafa Hammedi (University of Namur), Thomas Leclercq (catholic university of Louvain), Ingrid PONCIN (catholic university of Louvain)
16:30
Service in 2050: Design for Service Inclusion
» Ray Fisk (Texas State University), Alison Dean (University of Newcastle Australia), Alison Joubert (University of Queensland), Linda Nasr (Texas State University), Josephine Previte (University of Queensland), Nichola Robertson (University of Queensland), Mark Rosenbaum (University of South Carolina)
Friday
15:30 - 17:00
Chaired By:
Rebecca Russel-Bennett
Venue
GR02
15:30
The emergence of consumer experience in transformative consumer journeys
» Larissa Carine Braz Becker (University of Turku), Elina Jaakkola (University of Turku)
16:00
Leveraging Design Innovation for an approach to address 'Bottom of the Pyramid' market segment
» Doji Lokku (Tata Consultancy Services), Anand Kumar (Tata Consultancy Services), Jose Kumar Reddypogu (Tata Consultancy Services), Nikhil Zope (Tata Consultancy Services)
16:30
The Transformative Service Paradox: Technology as a tool to assist wellbeing
» Rebekah Russell-Bennett (Queensland University of Technology), Kate Letheren (Queensland University of Technology), Rory Mulcahy (University of the Sunshine Coast), Uwe Dulleck (Queensland University of Technology)
Friday
15:30 - 17:00
Chaired By:
Gauri Laud
Venue
GB20
How sophisticated servicescape can reduce negative feelings when a failure occur?
» Mellina Terres (Federal University of Health Sciences of Porto Alegre), Márcia Herter (Escola Superior de Propaganda e Marketing - ESPM), Diego Costa Pinto (Universidade Nova de Lisboa), Jose Afonso Mazzon (University of Sao Paulo)
An Investigation of the Antecedents of Customer Co-creation and Co-production in Health Services
» Rodoula H. Tsiotsou (University of Macedonia)
Service System Well-being: Conceptualising a Macro-Level Concept
» Gauri Laud (University of Tasmania), Cheryl Leo (Murdoch University), Cindy Yunhsin Chou (Yuan Ze)
Friday
19:00 - 23:55
Gala Dinner
Venue
Musée des arts forains

Saturday, 16th June

Saturday
08:00 - 09:00
Editorial Board Meeting Journal of Services Marketing
Venue
GB15
Saturday
08:30 - 09:00
Coffee Break
Venue
GB45
Saturday
09:00 - 10:30
Chaired By:
Elisabeth Bruggen
Venue
GR01
09:00
Money Matters: Consumer Financial Well Being Today and Tomorrow
» Elisabeth Bruggen (Maastricht University), Sertan Kabadayi (Fordham university)
Saturday
09:00 - 10:30
Chaired By:
Lina Xiong
Venue
GB16
09:00
Drivers of consumer engagement in brand identity co-creation
» Catherine Da Silveira (Universidade Nova de Lisboa), Claudia Simoes (University of Minho)
09:30
Co-opetition and the co-creation of brands: An exploratory study
» Linda Robinson (RMIT University)
10:00
The role of brand community for service organization employees
» Lina Xiong (Colorado State University), Ceridwyn King (Temple University)
Saturday
09:00 - 10:30
Chaired By:
Martin Paul Fritze
Venue
GB17
09:00
Patterns of Servitization in Manufacturing – Substitutability of Goods and Services with Customer Relationships
» Tamao Miura (Kwansei Gakuin University, Institute of Business and Accounting), Shoji Yamamoto (Kwansei Gakuin University, Institute of Business and Accounting)
09:30
Co-Creating Offerings: A Maturity Model
» Anna-Sophie Oertzen (Maastricht University)
10:00
Servitization – The Holy Grail? Considering The Strategic Dark Sides of Servitization
» Martin Paul Fritze (University of Cologne), Florian Urmetzer (University of Cambridge), Michael Leyer (University of Rostock), Andy Neely (University of Cambridge)
Saturday
09:00 - 10:30
Chaired By:
Marion Büttgen
Venue
GB18
09:00
When is Customer Participation Alone Insufficient?
» Stephanie Dellande (Menlo College)
09:30
Coping with Customer Participation through Improvisation
» Jessica Vredenburg (Auckland University of Technology), Simon Bell (University of Melbourne), Evan Polman (University of Wisconsin-Madison)
10:00
Reducing Customer Participation Stress in Financial Services
» Stephanie Haager (University of Hohenheim), Janina Garbas (University of Passau), Marion Büttgen (University of Hohenheim), Jan H. Schumann (University of Passau), Zelal Ates (TH Köln - Cologne University of Technology, Arts and Sciences)
Saturday
09:00 - 10:30
Chaired By:
Loic Plé
Venue
GR07
09:00
Integrating Service Design multidisciplinary perspectives to support the Service Innovation process
» Maíra Prestes Joly (University of Porto, Politecnico di Milano), Jorge Grenha Teixeira (University of Porto), Lia Patrício (University of Porto), Daniela Sangiorgi (Politecnico di Milano)
09:30
Service Innovation in a Triadic Business-To-Business Network
» chavi chen (IÉSEG School of Management), Xia Zhu (Keele Management School), Loïc Plé (IÉSEG School of Management)
Saturday
09:00 - 10:30
Chaired By:
Pascal Güntürkün
Venue
GB20
09:00
Unfair online review: A third party view of illegitimate and abusive complaint
» Jiraporn Surachartkumtonkun (Griffith University), Debra Grace (Griffith University), Mitchell Ross (Griffith University)
09:30
Dare to Share: Stimulating Electronic Word-of-Mouth after Service Recovery in the Hotel Industry
» Hilde Hanegreefs (Zuyd University Maastricht), Mark Pluymaekers (Zuyd University Maastricht), Merel Donkers (Zuyd University Maastricht), Frida Joustra (Zuyd University Maastricht), Celesta Van Der Laan (Zuyd University Maastricht), Willemijn Odekerken (Zuyd University Maastricht), Jasmijn Stenzler (Zuyd University Maastricht), Martijn Zengerink (Zuyd University Maastricht)
10:00
WHEN CONSUMER LOVE STRIKES BACK: THE EFFECTS OF ONLINE COMPLAINT HANDLING AND RELATIONSHIP-STRENGTH ON CUSTOMER REVENGE
» Wolfgang Weitzl (University of Vienna), clemens hutzinger (Private University Seeburg Castle), Pascal Güntürkün (Vienna University of Economics and Business), Sabine Einwiller (University of Vienna)
Saturday
09:00 - 10:30
Chaired By:
Arni Halldorsson
Venue
GR02
09:00
How Do Process Flow Times Matter in Emergency Departments? The Differential Effects on Productivity and Patient Experience
» Jeff Smith (Virginia Commonwealth University), Jeff Shockley (Virginia Commonwealth University), Sidney Anderson (Texas State University)
09:30
Supply chain management as a transformative service
» Nitipon Tansakul (Japan Advanced Institute of Science and Technology (JAIST)), Suthathip Suanmali (Sirindhorn International Institute of Technology (SIIT), Thammasat University), Kunio Shirahada (Japan Advanced Institute of Science and Technology (JAIST))
10:00
Dynamic Capabilities for Improving Service Offerings through Utilization of Customer Satisfaction Information
» Andrea Birch-Jensen (Chalmers University of Technology), Ida Gremyr (Chalmers University of Technology), Arni Halldorsson (Chalmers University of Technology)
Saturday
09:00 - 10:30
Chaired By:
Mekhail Mustak
Venue
GR03
09:00
Gender differences in the customer response to retail loyalty cards: Findings from supermarkets in the UK
» Akiko Ueno (Middlesex University), Piyush Sharma (Curtin University)
09:30
THE UNIQUENESS ROLE OF RELATIONSHIP MARKETING IN SMALL SERVICE BUSINESSES
» Tali Seger-Guttmann (Ruppin Academic Center), Shaked Gilboa (Ruppin Academic Center)
10:00
WHAT IF I MAKE THE WRONG DECISION? THE ROLE OF ANTICIPATED REGRET IN SWITCHING BARRIER BASED CUSTOMER RETENTION
» J. Chris Lin (National Taiwan University), Chih-Ying Chu (National Taiwan University), Haw-Yi Liang (National Taiwan University)
Saturday
09:00 - 10:30
Chaired By:
Frédéric Ponsignon
Venue
GB19
09:00
Great oaks from little acorns grow: Tracing the scientific evolution of customer experience research using a science mapping approach
» Stefan Dyck (University of Hagen)
09:30
The CX Scale: Towards a Holistic Measurement of Customer Experiences along the Customer Journey
» Markus Gahler (University of Augsburg), Michael Paul (University of Augsburg), Jan F. Klein (Tilburg University)
10:00
Development and validation of a measurement scale for the experience capability construct
» Frédéric Ponsignon (KEDGE BUSINESS SCHOOL), Jeff Smith (Virginia Commonwealth University), Andi Smart (University of Exeter)
Saturday
09:00 - 10:30
Chaired By:
Leena Aarikka-Stenroos
Venue
GR08
09:00
Tough but not terrific: when value is destroyed in men's preventative health services
» Jacquie McGraw (Queensland University of Technology), Rebekah Russell-Bennett (Queensland University of Technology), Katherine M. White (Queensland University of Technology)
09:30
The Global Refugee Crisis: How Can Transformative Service Researchers Help?
» Linda Nasr (Texas State University), Ray Fisk (Texas State University)
10:00
What constitutes patient experience and journey in pediatric health services? Contrasting doctors and caregivers perceptions
» Lauri Litovuo (Tampere University of Technology), Elina Jaakkola (University of Turku), Leena Aarikka-Stenroos (Tampere University of Technology), Johanna Kaipio (Aalto University), Nina Karisalmi (Aalto University), Marko Nieminen (Aalto University)
Saturday
10:30 - 11:00
Coffee Break
Venue
GB45
Saturday
11:00 - 12:30
Chaired By:
Heiko Gebauer
Venue
GR01
11:00
Growing services in base-of-the-pyramid markets
» Heiko Gebauer (Linköping University), Javier Reynoso (EGADE Business School – Tecnologico de Monterrey), Karla Cabrera (EGADE Business School - Tecnológico de Monterrey), ana valdes (EGADE Business School - Tecnológico de Monterrey), Simon Joncourt (eawag)
Saturday
11:00 - 12:30
Chaired By:
Bo Edvardsson
Venue
GB16
11:00
B2B Customers' Data Disclosure Concerns Regarding Smart Service Adoption: A Qualitative Approach
» Corinna Winkler (University of Passau), Curd-Georg Eggert (University of Passau), Jan H. Schumann (University of Passau)
11:30
Aesthetics of Interaction and Value Co-Creation between User and Smart Service Artefact: Investigating the Moderating Effect of Emotion
» Cecilia Lee (Royal College of Art)
12:00
SMART RESOURCE INTEGRATION
» Maria Colurcio (University Magna Graecia of Catanzaro), Bo Edvardsson (Service Research Center, Karlstad University), Stella Carè (University Magna Graecia of Catanzaro), Alberto Pastore (University of Rome La Sapienza)
Saturday
11:00 - 14:00
Chaired By:
Martina Gallarza
Venue
GB17
11:00
Using Social Constructivism to theorize the influence of culture in quality tourism service experiences
» Lynn Beckles (University of the West Indies)
11:30
Developing smart tourism services: a co-creation framework
» Marianna Sigala (University of South Australia)
12:00
Operationalization and interdependence of perceived value: a comprehensive second order model for hospitality services
» Martina Gallarza (Valencia University), Francisco Arteaga (Catholic University of Valencia), Irene GIL SAURA (Valencia University)
Saturday
11:00 - 12:30
Chaired By:
Nathalie Demoulin
Venue
GB18
11:00
Embodied customer experience in group fitness
» Tiina-Kaisa Kuuru (University of Tampere), Elina Närvänen (University of Tampere)
11:30
Less Than Ordinary – Quantifying the Influence of Every-Day Experiences On Consumers' Buying Behavior
» Phil Klaus (International University of Monaco - INSEEC Research Center), Volker Kuppelwieser (NEOMA Business School)
12:00
Seamless Customer Experience: the construct, Antecedents and Outcomes
» Helen Cocco (IÉSEG School of Management), Nathalie Demoulin (IÉSEG School of Management)
Saturday
11:00 - 12:30
Chaired By:
Ranaweera Chatura
Venue
GB19
11:00
A Cross-National Service Strategy to Deal with Product Returns: The Role of Return Policies and Institutional Environment
» Jana Gäthke (Catholic University of Eichstätt-Ingolstadt), Katja Gelbrich (Catholic University of Eichstätt-Ingolstadt)
11:30
A reconceptualization of social ties for the Post-Service Sharing of Information
» Kalyani Menon (Wilfrid Laurier University, Lazaridis School of Business), Chatura Ranaweera (Wilfrid Laurier University, Lazaridis School of Business)
Saturday
11:00 - 12:30
Chaired By:
Stan Maklan
Venue
GB20
11:00
An exploratory study into the occurrence of emotional contagion after a service failure among Twitter users who are unfamiliar with each other
» Svenja Widdershoven (Zuyd University Maastricht), Mark Pluymaekers (Zuyd University Maastricht), Josée Bloemer (Radboud University Nijmegen), Paul Sinclair (University of Regina), Haithem Zourrig (Kent State University)
11:30
How Potential Customers Respond to Service Recovery Strategies
» Elisa Chan (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland), Lisa C. Wan (The Chinese University of Hong Kong), Maggie Y. Chu (Hong Kong Open University)
12:00
Revisiting CSR in service failures: A cause-dependent buffer
» Paolo Antonetti (Queen Mary University of London), Benedetta Crisafulli (Cranfield University), Stan Maklan (Cranfield University)
Saturday
11:00 - 12:30
Chaired By:
Per Skålén
Venue
GR02
11:00
How do Intermediaries Enable Open Service Innovation?
» Krithika Randhawa (University of Technology Sydney), Ralf Wilden (University of Newcastle Australia), Siggi Gudergan (University of Newcastle Australia)
11:30
Service providers as entrepreneurs of co-creation assets
» Michael Ehret (Nottingham Trent University), Jochen Wirtz (National University of Singapore)
12:00
Service innovation in the Swedish music industry
» Per Skålén (Service Research Center, Karlstad University)
Saturday
11:00 - 12:30
Chaired By:
Hongwei He
Venue
GR03
11:00
Is Discretionary Preferential Treatment Bad to Nonbeneficiaries? The Emotional Pathways of Envy and Boundary Conditions
» kimmy chan (Hong Kong Baptist University), Chi Kin (Bennett) Yim (University of Hong Kong), Taeshik Gong (Hanyang University)
11:30
Customer-Employee Rapport: A Dyadic Perspective in Multi-Channel Service Settings
» Mohamed Maher Hammad (University of Liverpool), Treasa Kearney (University of Liverpool), chris raddats (University of Liverpool)
12:00
Self-determination and service performance: the roles of service adaptiveness and openness to experience
» Weiyue Wang (University of Birmingham), Hongwei He (University of Manchester), Sunil Sahadev (University of Salford), Wei Song (Coventry University)
Saturday
11:00 - 12:30
Chaired By:
Athinodoros Chronis
Venue
GR07
11:00
Can situational factors affect shop assistants' competences to get customer satisfaction?
» Raul Perez (University of Zaragoza), LAURA LUCIA-PALACIOS (University of Zaragoza), Yolanda Polo-redondo (University of Zaragoza)
11:30
Understanding the Value Process in Service
» Jonas Holmqvist (KEDGE BUSINESS SCHOOL), Christian Grönroos (Hanken School of Economics), Luca Visconti (ESCP Europe), Blandine Guais (KEDGE BUSINESS SCHOOL), Aurélie Kessous (Aix-Marseille Université, CERGAM)
12:00
Embodied Staging and the Making of a Tourist Servicescape
» Athinodoros Chronis (California State University, Stanislaus)
Saturday
11:00 - 12:30
Chaired By:
German Ramirez Contreras
Venue
GR08
11:00
Designing Transformative Health Services at the Base of the Pyramid
» Ilma Nur Chowdhury (University of Manchester), Linda Nasr (Texas State University)
11:30
Transforming consumers financial wellbeing through gamified customer value
» Rory Mulcahy (University of the Sunshine Coast), Rebekah Russell-Bennett (Queensland University of Technology), Dawn Iacobucci (Vanderbilt University)
12:00
The (Transformative) Temporary Third Place
» Mark Rosenbaum (University of South Carolina), Kathy (Kawon) Kim (University of South Carolina), German Contreras Ramirez (Externado University), Augusto Rodriguez Orejula (University del Valle), Joohyung Park (University of South Carolina)
Saturday
12:30 - 13:45
Lunch
Venue
GB44
Saturday
12:30 - 13:45
Editorial Board Meeting Journal Of Service Management
Venue
GB15
Saturday
13:45 - 15:00
Plenary Session II: Priorities in service Research
Saturday
15:00 - 15:30
Coffee Break
Venue
GB45
Saturday
15:30 - 17:00
Chaired By:
Dominik Georgi
Venue
GB16
15:30
Design of transaction based business process services using value viewpoint
» Anand Kumar (Tata Consultancy Services), Doji Lokku (Tata Consultancy Services), Jose Kumar Reddypogu (Tata Consultancy Services), Nikhil Zope (Tata Consultancy Services)
16:00
How Consultants Can Shape Project Outcomes Before Things Get Started: The Role of Fit Between Offer Positioning and Contextual Factors for Project Performance
» Daniel Maar (PSB Paris School of Business), Dirk Totzek (University of Passau)
16:30
Development and implementation of value propositions: a toolbox
» Adrienne Schäfer (University of Applied Sciences and Arts of Lucerne - School of Business), Dominik Georgi (University of Applied Sciences and Arts of Lucerne - School of Business)
Saturday
15:30 - 18:00
Chaired By:
Aidan Daly
Venue
GB19
15:30
Customer activity in everyday use of social and healthcare services
» Ulla Särkikangas (University of Helsinki)
16:00
Exploring the Implications of Augmented Reality-based Services in the Pre-purchase Stage of Online Tourism
» Tseng-Lung Huang (College of Management, Yuan Ze University), Chia Yun Hsieh (College of Management, Yuan Ze University), Meng-Yi Lin (College of Management, Yuan Ze University)
16:30
Applications of Forum Theatre to Service Interactions
» Aidan Daly (National College of Ireland), Ray Fisk (Texas State University)
Saturday
15:30 - 17:00
Chaired By:
Valtteri Kaartemo
Venue
GB18
15:30
Chatting with my robot-chef: Contact levels, social interaction, and the service workers of the future
» Kate Letheren (Queensland University of Technology), Jolanda Jetten (University of Queensland), Jonathan Roberts (Queensland University of Technology), Jared Donovan (Queensland University of Technology)
16:00
Artificial Intelligence (AI) and Robotics: the case of the Holobotics Experience in Retail
» marialuisa marzullo (Università Federico II di Napoli), Cristina Mele (Università Federico II di Napoli), Tiziana Russo Spena (Università Federico II di Napoli)
16:30
Artificial Intelligence in Service Research
» Valtteri Kaartemo (University of Turku)
Saturday
15:30 - 17:00
Chaired By:
Paul Harrigan
Venue
GR03
15:30
Giving and receiving eWOM in altruistic services: the role of customer value
» Rebekah Russell-Bennett (Queensland University of Technology), Josephine Previte (University of Queensland), Rory Mulcahy (University of Sunshine Coast)
16:00
The impact of consumers' feature use for online complaining on their wellbeing
» Yean Shan Beh (University of Auckland), Laszlo Sajtos (University of Auckland)
16:30
Two-way institutional acculturation and identity co-creation in social media
» Momoko Fujita (The University of Western Australia), Paul Harrigan (The University of Western Australia), Geoffrey Soutar (The University of Western Australia)
Saturday
15:30 - 17:00
Chaired By:
Ingo O. Karpen
Venue
GB17
15:30
The Impact of Work Contextual Variables on the Creativity of Frontline Service Employees
» Chen-Ya Wang (National Tsing Hua University), Weimin Chiu (National Tsing Hua University)
16:00
Frontline employees as participants in service innovation
» Marit Engen (Service Research Center, Karlstad University)
16:30
Innovation in Online Communities: Conditions for Customer Creativity and Participation
» Gauri Laud (University of Tasmania), Ingo O. Karpen (Royal Melbourne Institute of Technology), Jodie Conduit (University of Adelaide)
Saturday
15:30 - 17:00
Chaired By:
Jim Salas
Venue
GR02
15:30
Services and the Aging Brain
» John Bateson (Cass Business Schoo, City University)
16:00
Understanding need for customer assistance: measuring the personal differences that trigger customer assistance request
» Marion SANGLE-FERRIERE (ESCP Europe), Ben Voyer (ESCP Europe)
16:30
Comparable Purchase Deviations How Customer Learning in a Committed Firm Relationship Impacts Longitudinal Upgrading
» Jim Salas (Pepperdine University), Chadwick Miller (Washington State University), Laszlo Sajtos (The University of Auckland)
Saturday
15:30 - 17:00
Chaired By:
Yelena Tsarenko
Venue
GB20
15:30
The Effect of Captivity on Customers' Service Quality Perception, Dissatisfaction, and Word-of-Mouth
» Olivier Furrer (University of Fribourg)
16:00
Failed Service Relationships: The Trajectory of Consumer Emotions
» Sylvia Long-Tolbert (Carey Business School, Johns Hopkins University)
16:30
You are supposed to help me: Transgressed customers' evaluations of help from service provider and third-party customer following service failure
» Ting Hin Ho (Monash University), Dewi Tojib (Monash University), Yelena Tsarenko (Monash University)
Saturday
15:30 - 17:00
Chaired By:
Jens Poeppelbuss
Venue
GR07
15:30
Challenging the Cognitive Privacy Calculus: Affective Reactions in Consumers' Privacy-Related Decision Making
» Margarita Bidler (University of Passau), Jan H. Schumann (University of Passau), Thomas Widjaja (University of Passau)
16:00
The Impact of Negatively-valenced Influencing Behavior
» Jaylan Azer (Edinburgh Napier University), Matthew Alexander (University of Strathclyde)
16:30
The fragmentation of a service ecosystem – A grounded theory study of the German wind power industry
» Hannes Parbs (University of Bremen), Jens Poeppelbuss (Ruhr-Universität Bochum)
Saturday
15:30 - 17:00
Chaired By:
Stephane Thion
Venue
GR08
15:30
Value Co-Creation in Triadic Service Settings: An Empirical Analysis in the Context of Services for Animal Companions
» Gertrud Schmitz (University of Duisburg-Essen), Jennifer Hendricks (University of Duisburg-Essen)
16:00
The resistance to value co-creation in a service system: The case of Syrian refugees in Turkey
» Sertan Kabadayi (Fordham university)
16:30
Why do consumers engage in value (co-)creation? An empirical study
» Stephane Thion (Université Toulouse 1 Capitole)
Saturday
19:00 - 23:00
Dinner (stand-up buffet) at the Eiffel Tower
Venue
Eiffel Tower