Thursday, 14th June |
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Thursday
17:00 - 18:00
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Registration
Venue
La Grande Arche - IESEG School of Management GB45
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Thursday
18:00 - 20:00
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Welcome Reception
Venue
La Grande Arche - IESEG School of Management GB44
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Friday, 15th June |
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Friday
08:00 - 08:30
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Coffee Break & Registration
Venue
GB45
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Friday
08:30 - 10:15
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Welcome and Plenary Session I: Improving Service Experiences through Digitalization and Big Data
Venue
GR11
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Friday
10:15 - 10:45
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Coffee Break
Venue
GB45
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Friday
10:45 - 12:15
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Chaired By:
Anne Schmitz
Venue
GB17
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10:45
The feasibility of virtual doctor appointments in a nutshell
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Friday
10:45 - 12:15
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Chaired By:
Ilaria Dalla Pozza
Venue
GR01
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10:45
Distance Frontline Employee - Customer Relationships: Towards a new Concept of Proximity in the Banking and Insurance Industries
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Friday
10:45 - 12:15
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Chaired By:
Jonas Holmqvist
Venue
GB16
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10:45
Antecedents and Measurement of Industrial Service Excellence in Manufacturing Companies
11:15
An Approach to Elaborate Implicit Customer Service Needs for B2B IT Services Offerings
11:45
Who is the Real Value Facilitator? Facilitating value creation in business networks
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Friday
10:45 - 12:15
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Chaired By:
Alex Bolinger
Venue
GB15
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10:45
How service deal popularity and star rating influence quality expectation toward online service deals
11:15
The outcome of surface acting: emotional dissonance or self-serving attribution?
11:45
Server Crying, Explanations, and Customer Tipping Behavior
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Friday
10:45 - 12:15
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Chaired By:
Teresa Fernandes
Venue
GB18
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10:45
Expanding the Customer Engagement Concept: The Role of Spiritual Engagement
11:15
Exploring the Practice of Collaborative Consumption
11:45
Customer Engagement in Social Network Brand Communities: Drivers and Impact On Brand Loyalty
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Friday
10:45 - 12:15
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Chaired By:
Sheila Malone
Venue
GB19
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10:45
On the definition of customer experience: Repacking old concepts?
11:15
Creating positive emotional customer experience in luxury hotels
11:45
Understanding the Customer Experience in Luxury Services: The Case of Ethical Tourism
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Friday
10:45 - 12:15
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Chaired By:
Hannah Snyder
Venue
GR02
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10:45
Consumer Misbehavior in a Veterinary Service Setting
11:15
The Haters Gonna Hate – Towards a Better Understanding of Consumer Roles in Online Bullying
11:45
The truth, the whole truth and nothing but the truth? Customer lies in the service encounter
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Friday
10:45 - 12:15
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Chaired By:
Linda Nasr
Venue
GR03
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10:45
Challenges and Approaches for Product-Service-Transformation of SMEs
11:15
Alexa – What's on my shopping list? Investigating consumer perceptions of voice-controlled devices
11:45
Frontline Technology Infusion: Conceptual Archetypes and a Future Research Agenda
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Friday
10:45 - 12:45
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Chaired By:
Paul Patterson
Venue
GR07
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10:45
The effects of passive innovation resistance on healthcare users: An analysis of the influencing factors
11:15
Does Dr. Google Help? Patients' Online Health Information Search
11:45
The Impact of Communications Style on Client Psychological Comfort in Healthcare Services
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Friday
10:45 - 12:15
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Chaired By:
Sertan Kabadayi
Venue
GR08
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10:45
Value Co-Destruction Consequences of Contextualized Interactions Between Online and Offline Deviant Behaviors: An Ecosystemic View
11:15
A Scaling Up Framework for Innovative Service Ecosystems: Lessons from Eataly and KidZania
11:45
Delving into the role of different resources for value creation in the internal market
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Friday
10:45 - 12:15
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Chaired By:
Terres Mellina
Venue
GB20
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10:45
Service solutions in professional services – a study of law firms in Poland
11:15
So close yet so far? The impact of mobile app usage on psychological distance
11:45
The importance of colors on trust: how colors influence on service mobile applications?
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Friday
12:15 - 13:30
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Lunch
Venue
GB44
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Friday
12:15 - 13:30
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Editorial Board Meeting Journal of Service Theory and Practice
Venue
GB20
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Friday
13:30 - 15:00
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Chaired By:
Rebekah Russell-Bennett
Venue
GR01
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13:30
Service Thinking: Perspectives and Applications
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Friday
13:30 - 15:00
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2B
SERVSIG Best Dissertation Award
Venue
GB17
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13:30
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Thomas Baker
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Friday
13:30 - 15:00
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Chaired By:
Ritva Höykinpuro
Venue
GB16
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13:30
Customer Experience (CX) Analytics: Big Data Approach to Analyse CX Data
14:00
Service-oriented Data Analytics: Connecting Data Analytics to Value Creation through Service Design
14:30
Service work is no longer where it used to be: Challanges to service-related HRM and service leadership
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Friday
13:30 - 15:00
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Chaired By:
Javier Reynoso
Venue
GB15
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13:30
Intellectual capital and its relation to employee innovative behavior: consumer value co-creation behavior as a moderator
14:00
Mitigating the Risks of Co-Creation by Integrating Empathy and Lived Experience in Service Design
14:30
Social Capital and Value Co-Creation at the Base of the Pyramid
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Friday
13:30 - 15:00
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Chaired By:
Lerzan Aksoy
Venue
GB19
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13:30
Trapped in a service encounter – Exploring customer lock-in perceptions during negative service experiences
14:00
The Digital Selling Experience: Consumer-to-Consumer E-Commerce
14:30
Pump Up the Volume: Understanding the Drivers of Word-of-Mouth Volume Across Industries
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Friday
13:30 - 15:00
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Chaired By:
Elina Jaakkola
Venue
GB18
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13:30
Negatively-Valenced Customer Engagement in the Healthcare Context: The Construct, Antecedents, and Moderators
14:00
Exploring Customer Engagement Marketing (CEM) and its impact on Customer Engagement Behaviour (CEB)
14:30
How does engagement affect customer journeys and experience?
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Friday
13:30 - 15:00
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Chaired By:
Carolina Camén
Venue
GR08
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13:30
Enabling transformative service encounters: Insights from inclusive arts workshops for people living with dementia
14:00
Conceptual Advancements of a Transformative Social Service Research Framework
14:30
Implementation of a quality model in public care procurement: challenges and opportunities
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Friday
13:30 - 15:00
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Chaired By:
Liliana Bove
Venue
GR02
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13:30
Dysfunctional customer behavior, employee stress, and employee turnover: The moderating effects of employee embeddedness and cultural value orientation
14:00
LINKING EMPLOYEE AND CUSTOMER ENGAGEMENT BEHAVIORS IN SERVICE ENCOUNTERS: THE MEDIATION OF RELATIONAL ENERGY AND INTERACTION QUALITY
14:30
Distress, Casual Attributions and Coping: Explaining Aggression towards Health Care Workers
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Friday
13:30 - 16:00
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Chaired By:
Yuan Hong
Venue
GR03
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13:30
understanding The intersection Between Exchange Norms and Donation Requests
14:00
The Interaction Effect of Norm Violation Type and Group Categorization on Consumer Reactions to Other-Customer Misbehavior in Service Industry
14:30
The Impact of Changes to Tipping Norms at the Organizational Frontline: A Comparison of Pre-service and Post-service Tipping
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Friday
13:30 - 15:00
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Chaired By:
Cansu Yildirim
Venue
GR07
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13:30
Redefining the Service Triad for Sharing Services
14:00
The impact of services supply chain orientation on perceived industrial service quality: an empirical analysis
14:30
Multi-Agent Service Failure Classification: Service Supply Chain Perspective
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Friday
15:00 - 15:30
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Coffee Break
Venue
GB45
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Friday
15:30 - 17:00
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Chaired By:
Werner Kunz
Venue
GR01
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15:30
Brave New World: Robots in the Service Front Line
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Friday
15:30 - 17:00
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Chaired By:
Aron O'Cass
Venue
GB16
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15:30
Brand Publicity and Consumer Sentiment in Online Reviews
16:00
Omni-channel communication in cultural services
16:30
A multilevel study of service brand building: Unpacking employee brand building behaviors
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Friday
15:30 - 17:30
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Chaired By:
Carolin Plewa
Venue
GB19
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15:30
An Exploration on the Mechanism of Co-creation Experience: An Empirical Study in Wedding Service
16:00
Managing attributions of gratitude-generating encounters
16:30
The interplay of value-in-use and trust in the service provider
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Friday
15:30 - 17:00
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Chaired By:
Silke Bartsch
Venue
GB18
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15:30
Business Model Innovation and Value-creation: The Platform Way
16:00
The Role of Digital Platform E-Services in Chinese Cinema Industry
16:30
The Effect of Service Interface on Individuals' Exercise Adherence
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Friday
15:30 - 17:00
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Chaired By:
Gys-Walt van Egdom
Venue
GB17
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15:30
Informing Resource Integration in Service Dominant Logic with Motivation Theory
16:00
Detecting Spurious Moderation Effect in Service Research: An Information-Theoretic Approach and ModLR SPSS Macro
16:30
Applying Machine Translation in Sentiment Analysis: the Case of Chinese Reviews on TripAdvisor
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Friday
15:30 - 17:00
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Chaired By:
Olivier Furrer
Venue
GB15
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15:30
SERVICE EMPLOYEE GESTURES AS DEEP ACTING EVIDENCE
16:00
Evidence for Three Role Behaviors for Frontline Service Employees
16:30
Frontline Employee Friendliness: an Exploratory Investigation in the Service Industry
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Friday
15:30 - 17:00
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Chaired By:
Matthew Alexander
Venue
GR03
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15:30
"Buy-it-yourself": Should the retailing industry support do-it-yourself practices?
16:00
Delivering integrated and customised service experiences within a heterogeneous cultural organisation
16:30
Transforming mundane experiences: exploring customer well-being of the commuting journey
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Friday
15:30 - 17:00
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Chaired By:
Carol Azab
Venue
GR07
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15:30
How Do Customers React Under Service Failures? The Roles of the Two Dimensions of Brand Perception - Warmth and Competence
16:00
A Comprehensive Classification of Services Failures Based on Intentionality and Duration of Failures
16:30
This Customer has an accent! Would (s)he be treated differently?
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Friday
15:30 - 17:00
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Chaired By:
Mark Rosenbaum
Venue
GR08
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15:30
Value Co-creation in Non-Clinical Cancer Centre
16:00
Gamified Work and the effect on Front Line Employees Experience
16:30
Service in 2050: Design for Service Inclusion
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Friday
15:30 - 17:00
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Chaired By:
Rebecca Russel-Bennett
Venue
GR02
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15:30
The emergence of consumer experience in transformative consumer journeys
16:00
Leveraging Design Innovation for an approach to address 'Bottom of the Pyramid' market segment
16:30
The Transformative Service Paradox: Technology as a tool to assist wellbeing
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Friday
15:30 - 17:00
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Chaired By:
Gauri Laud
Venue
GB20
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How sophisticated servicescape can reduce negative feelings when a failure occur?
An Investigation of the Antecedents of Customer Co-creation and Co-production in Health Services
Service System Well-being: Conceptualising a Macro-Level Concept
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Friday
19:00 - 23:55
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Gala Dinner
Venue
Musée des arts forains
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Saturday, 16th June
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Saturday
08:00 - 09:00
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Editorial Board Meeting Journal of Services Marketing
Venue
GB15
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Saturday
08:30 - 09:00
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Coffee Break
Venue
GB45
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Saturday
09:00 - 10:30
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Chaired By:
Elisabeth Bruggen
Venue
GR01
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09:00
Money Matters: Consumer Financial Well Being Today and Tomorrow
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Saturday
09:00 - 10:30
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Chaired By:
Lina Xiong
Venue
GB16
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09:00
Drivers of consumer engagement in brand identity co-creation
09:30
Co-opetition and the co-creation of brands: An exploratory study
10:00
The role of brand community for service organization employees
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Saturday
09:00 - 10:30
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Chaired By:
Martin Paul Fritze
Venue
GB17
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09:00
Patterns of Servitization in Manufacturing – Substitutability of Goods and Services with Customer Relationships
09:30
Co-Creating Offerings: A Maturity Model
10:00
Servitization – The Holy Grail? Considering The Strategic Dark Sides of Servitization
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Saturday
09:00 - 10:30
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Chaired By:
Marion Büttgen
Venue
GB18
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09:00
When is Customer Participation Alone Insufficient?
09:30
Coping with Customer Participation through Improvisation
10:00
Reducing Customer Participation Stress in Financial Services
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Saturday
09:00 - 10:30
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Chaired By:
Loic Plé
Venue
GR07
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09:00
Integrating Service Design multidisciplinary perspectives to support the Service Innovation process
09:30
Service Innovation in a Triadic Business-To-Business Network
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Saturday
09:00 - 10:30
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Chaired By:
Pascal Güntürkün
Venue
GB20
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09:00
Unfair online review: A third party view of illegitimate and abusive complaint
09:30
Dare to Share: Stimulating Electronic Word-of-Mouth after Service Recovery in the Hotel Industry
10:00
WHEN CONSUMER LOVE STRIKES BACK: THE EFFECTS OF ONLINE COMPLAINT HANDLING AND RELATIONSHIP-STRENGTH ON CUSTOMER REVENGE
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Saturday
09:00 - 10:30
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Chaired By:
Arni Halldorsson
Venue
GR02
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09:00
How Do Process Flow Times Matter in Emergency Departments? The Differential Effects on Productivity and Patient Experience
09:30
Supply chain management as a transformative service
10:00
Dynamic Capabilities for Improving Service Offerings through Utilization of Customer Satisfaction Information
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Saturday
09:00 - 10:30
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Chaired By:
Mekhail Mustak
Venue
GR03
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09:00
Gender differences in the customer response to retail loyalty cards: Findings from supermarkets in the UK
09:30
THE UNIQUENESS ROLE OF RELATIONSHIP MARKETING IN SMALL SERVICE BUSINESSES
10:00
WHAT IF I MAKE THE WRONG DECISION? THE ROLE OF ANTICIPATED REGRET IN SWITCHING BARRIER BASED CUSTOMER RETENTION
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Saturday
09:00 - 10:30
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Chaired By:
Frédéric Ponsignon
Venue
GB19
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09:00
Great oaks from little acorns grow: Tracing the scientific evolution of customer experience research using a science mapping approach
09:30
The CX Scale: Towards a Holistic Measurement of Customer Experiences along the Customer Journey
10:00
Development and validation of a measurement scale for the experience capability construct
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Saturday
09:00 - 10:30
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Chaired By:
Leena Aarikka-Stenroos
Venue
GR08
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09:00
Tough but not terrific: when value is destroyed in men's preventative health services
09:30
The Global Refugee Crisis: How Can Transformative Service Researchers Help?
10:00
What constitutes patient experience and journey in pediatric health services? Contrasting doctors and caregivers perceptions
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Saturday
10:30 - 11:00
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Coffee Break
Venue
GB45
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Saturday
11:00 - 12:30
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Chaired By:
Heiko Gebauer
Venue
GR01
|
11:00
Growing services in base-of-the-pyramid markets
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Saturday
11:00 - 12:30
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Chaired By:
Bo Edvardsson
Venue
GB16
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11:00
B2B Customers' Data Disclosure Concerns Regarding Smart Service Adoption: A Qualitative Approach
11:30
Aesthetics of Interaction and Value Co-Creation between User and Smart Service Artefact: Investigating the Moderating Effect of Emotion
12:00
SMART RESOURCE INTEGRATION
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Saturday
11:00 - 14:00
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Chaired By:
Martina Gallarza
Venue
GB17
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11:00
Using Social Constructivism to theorize the influence of culture in quality tourism service experiences
11:30
Developing smart tourism services: a co-creation framework
12:00
Operationalization and interdependence of perceived value: a comprehensive second order model for hospitality services
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Saturday
11:00 - 12:30
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Chaired By:
Nathalie Demoulin
Venue
GB18
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11:00
Embodied customer experience in group fitness
11:30
Less Than Ordinary – Quantifying the Influence of Every-Day Experiences On Consumers' Buying Behavior
12:00
Seamless Customer Experience: the construct, Antecedents and Outcomes
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Saturday
11:00 - 12:30
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Chaired By:
Ranaweera Chatura
Venue
GB19
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11:00
A Cross-National Service Strategy to Deal with Product Returns: The Role of Return Policies and Institutional Environment
11:30
A reconceptualization of social ties for the Post-Service Sharing of Information
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Saturday
11:00 - 12:30
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Chaired By:
Stan Maklan
Venue
GB20
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11:00
An exploratory study into the occurrence of emotional contagion after a service failure among Twitter users who are unfamiliar with each other
11:30
How Potential Customers Respond to Service Recovery Strategies
12:00
Revisiting CSR in service failures: A cause-dependent buffer
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Saturday
11:00 - 12:30
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Chaired By:
Per Skålén
Venue
GR02
|
11:00
How do Intermediaries Enable Open Service Innovation?
11:30
Service providers as entrepreneurs of co-creation assets
12:00
Service innovation in the Swedish music industry
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Saturday
11:00 - 12:30
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Chaired By:
Hongwei He
Venue
GR03
|
11:00
Is Discretionary Preferential Treatment Bad to Nonbeneficiaries? The Emotional Pathways of Envy and Boundary Conditions
11:30
Customer-Employee Rapport: A Dyadic Perspective in Multi-Channel Service Settings
12:00
Self-determination and service performance: the roles of service adaptiveness and openness to experience
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Saturday
11:00 - 12:30
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Chaired By:
Athinodoros Chronis
Venue
GR07
|
11:00
Can situational factors affect shop assistants' competences to get customer satisfaction?
11:30
Understanding the Value Process in Service
12:00
Embodied Staging and the Making of a Tourist Servicescape
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Saturday
11:00 - 12:30
|
Chaired By:
German Ramirez Contreras
Venue
GR08
|
11:00
Designing Transformative Health Services at the Base of the Pyramid
11:30
Transforming consumers financial wellbeing through gamified customer value
12:00
The (Transformative) Temporary Third Place
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Saturday
12:30 - 13:45
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Lunch
Venue
GB44
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Saturday
12:30 - 13:45
|
Editorial Board Meeting Journal Of Service Management
Venue
GB15
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Saturday
13:45 - 15:00
|
Plenary Session II: Priorities in service Research
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Saturday
15:00 - 15:30
|
Coffee Break
Venue
GB45
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Saturday
15:30 - 17:00
|
Chaired By:
Dominik Georgi
Venue
GB16
|
15:30
Design of transaction based business process services using value viewpoint
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
16:30
Development and implementation of value propositions: a toolbox
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Saturday
15:30 - 18:00
|
Chaired By:
Aidan Daly
Venue
GB19
|
15:30
Customer activity in everyday use of social and healthcare services
16:00
Exploring the Implications of Augmented Reality-based Services in the Pre-purchase Stage of Online Tourism
16:30
Applications of Forum Theatre to Service Interactions
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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
16:00
Artificial Intelligence (AI) and Robotics: the case of the Holobotics Experience in Retail
16:30
Artificial Intelligence in Service Research
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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
16:00
The impact of consumers' feature use for online complaining on their wellbeing
16:30
Two-way institutional acculturation and identity co-creation in social media
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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
16:00
Frontline employees as participants in service innovation
16:30
Innovation in Online Communities: Conditions for Customer Creativity and Participation
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Saturday
15:30 - 17:00
|
Chaired By:
Jim Salas
Venue
GR02
|
15:30
Services and the Aging Brain
16:00
Understanding need for customer assistance: measuring the personal differences that trigger customer assistance request
16:30
Comparable Purchase Deviations How Customer Learning in a Committed Firm Relationship Impacts Longitudinal Upgrading
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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
16:00
Failed Service Relationships: The Trajectory of Consumer Emotions
16:30
You are supposed to help me: Transgressed customers' evaluations of help from service provider and third-party customer following service failure
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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
16:00
The Impact of Negatively-valenced Influencing Behavior
16:30
The fragmentation of a service ecosystem – A grounded theory study of the German wind power industry
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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
16:00
The resistance to value co-creation in a service system: The case of Syrian refugees in Turkey
16:30
Why do consumers engage in value (co-)creation? An empirical study
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Saturday
19:00 - 23:00
|
Dinner (stand-up buffet) at the Eiffel Tower
Venue
Eiffel Tower
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