Conference Agenda

Overview and details of the sessions of this conference. Please select a date or location to show only sessions at that day or location. Please select a single session for detailed view (with abstracts and downloads if available).

 
Session Overview
Date: Friday, 19/Jul/2019
8:15am
-
8:30am
Opening Address
HSS Auditorium
8:30am
-
9:15am
Keynote 01: Mun Leong Liew
HSS Auditorium
 

Managing Quality Service in an International Air Hub – The Changi Airport Experience

Presenter: Mun Leong Liew

Authors: Mun Leong Liew

9:15am
-
10:00am
Keynote 02: Campbell Wilson
HSS Auditorium
 

Singapore Airlines’ Digital Transformation Journey

Presenter: Campbell Wilson

Authors: Campbell Wilson

10:00am
-
10:30am
Break
MRB Atrium
10:30am
-
10:55am
01-01: Timothy Keiningham
Seminar Room 2-1

Chair: Adré Schreuder

 

Closed Loop Systems or Running in Circles? The Current State of Enterprise Feedback Management

Presenter: Timothy Keiningham

Authors: Timothy Keiningham, Lerzan Aksoy, Sabine Benoit, Shreekant Joag, Jay Kandampully, An Yan

01-02: Gopi Natarajan
Seminar Room 2-2

Chair: Yit Sean Esther Chong

 

Re-Defining Business Strategy in a Tech-Driven Service Era

Presenter: Gopi Natarajan

Authors: Gopi Natarajan

01-03: Nathalie Demoulin
Seminar Room 2-3

Chair: Christian Brock

 

The Digitalization of Retail Store Through the Integration of Online Store Through Mobile Apps and Interactive Kiosks

Presenter: Nathalie Demoulin

Authors: Nathalie Demoulin, Gwarlann de Kerviler

01-04: Christine Mathies
Seminar Room 2-4

Chair: Christine Mathies

 

Service Recovery is no laughing matter

Presenter: Christine Mathies

Authors: Paul Patterson, Christine Mathies

01-05: Helen Bocking
Seminar Room 2-5

Chair: Dana Yagil

 

Brainwaves and Behaviour: Understanding Digital Social Support Tools and Customer Engagement Behaviour

Presenter: Helen Bocking

Authors: Helen Bocking, Rebekah Russell-Bennett, Kate Letheren

01-06: Maarten Volkers
Seminar Room 2-6

Chair: Rodoula Tsiotsou

 

Fostering 'Mango-Moments‘ – Developing and Evaluating a Health Care Management Tool to Improve Patients’ Experiences Through Small Gestures

Presenter: Maarten Volkers

Authors: Maarten Volkers

01-07: TaeWoo Kim
Seminar Room 3-1

Chair: Bo Edvardsson

 

Cheating on AI

Presenter: TaeWoo Kim

Authors: TaeWoo Kim, Hye Jin Lee, Yoo Sun Kim, Adam Duhachek

01-08: Maura Scott
Seminar Room 3-2

Chair: YeeHeng Tan

 

Communal Financial Orientation as a Platform to Improve Financial Inclusion of Consumers in Banking Deserts

Presenter: Maura Scott

Authors: Martin Mende, Linda Salisbury, Gergana Nenkov, Maura Scott

01-09: Shashi Matta
Seminar Room 3-3

Chair: Tom Chen

 

Emulating Success or Learning from Failure? The Role of Personal Saving Orientation, Implicit Self-Theories, and Peer Persuasion on Financial Behaviors

Presenter: Shashi Matta

Authors: Shashi Matta, Grazia Pia Palmiotti, Natalia Rogova

01-10: Paul Richard Messinger
Seminar Room 3-4

Chair: Paul Richard Messinger

 

Will they Sign? Win Prediction Modeling

Presenter: Paul Richard Messinger

Authors: Aly Megahed, Paul Richard Messinger, Hamid R. Motahari Nezhad

01-11: Kimmy Wa Chan
Seminar Room 3-5

Chair: Hendry Raharjo

 

“You Look So Attractive!”: The Role of Interpersonal Attraction in Driving Customer Citizenship Behavior in Service Coproduction Process

Presenter: Kimmy Wa Chan

Authors: Kimmy Wa Chan, Piyush Sharma

01-12: Ana Kustrak Korper
Seminar Room 3-7

Chair: Leon Gim Lim

 

Capable to Change: Service Design and Dynamic Capabilities in Technology-Driven Firms

Presenter: Ana Kustrak Korper

Authors: Ana Kustrak Korper, Lia Patrício, Stefan Holmlid, Lars Witell

11:00am
-
11:25am
02-01: Adré Schreuder
Seminar Room 2-1

Chair: Adré Schreuder

 

A Contemporary Pragmatic Approach to Customer Centricity – A Case Study in Turning Customer Centric Thinking into Customer Experience Success

Presenter: Adré Schreuder

Authors: Adré Schreuder, Martin van Wyk, Anneli Retief

02-02: Bala Shankar
Seminar Room 2-2

Chair: Yit Sean Esther Chong

 

How can Product Companies Excel in Service?

Presenter: Bala Shankar

Authors: Bala Shankar

02-03: Christopher Kaatz
Seminar Room 2-3

Chair: Christian Brock

 

Customer Experience in Omni-Channel Retailing

Presenter: Christopher Kaatz

Authors: Christian Brock, Christopher Kaatz, Markus Blut, Nhat-Hanh Le

02-04: Muslim Amin
Seminar Room 2-4

Chair: Christine Mathies

 

Service Recovery Performance: The Role of Internal Market and Technology Orientations

Presenter: Muslim Amin

Authors: Samiha Mjahed Hammami, Muslim Amin, Heyam Almoosa

02-05: Dana Yagil
Seminar Room 2-5

Chair: Dana Yagil

 

When Does “We Try Harder” Make a Difference? The Role of Outcome Value and Service Seamlessness in the Relationship of Employee Effort with Customer Satisfaction

Presenter: Dana Yagil

Authors: Dana Yagil, Hana Medler-Liraz

02-06: Ana Claudia Lavaquial
Seminar Room 2-6

Chair: Rodoula Tsiotsou

 

Collaborative Strategies and Tools Enabling Change in the Healthcare Ecosystem: a Brazilian Exploratory Study

Presenter: Ana Claudia Lavaquial

Authors: Ana Claudia Lavaquial, Claudia Araújo

02-07: Bo Edvardsson
Seminar Room 3-1

Chair: Bo Edvardsson

 

The Role of Platforms and New Technologies in the Scaling up of Innovative Service Ecosystems

Presenter: Bo Edvardsson

Authors: Bo Edvardsson, Maria Francesca Renzi, Laura Di Pietro, Javier Reynoso

02-08: Nila Armelia Windasari
Seminar Room 3-2

Chair: YeeHeng Tan

 

Improving Wellbeing Through Technology-Mediated Crowdfunding Platform: Value Congruence as the Main Concept of Transformative Service Research

Presenter: Nila Armelia Windasari

Authors: Nila Armelia Windasari

02-09: Simon Hazée
Seminar Room 3-3

Chair: Tom Chen

 

Why Customers and Peer Service Providers do not Participate in Collaborative Consumption

Presenter: Simon Hazée

Authors: Simon Hazée, Thijs Zwienenberg, Yves Van Vaerenbergh, Tine Faseur

02-10: Sunghoon Kim
Seminar Room 3-4

Chair: Paul Richard Messinger

 

Identifying Segment-Specific Key Drivers from Unstructured Online Service Review Data: Analytics Methodology and Application in Service

Presenter: Sunghoon Kim

Authors: Sunghoon Kim

02-11: Sunmee Choi
Seminar Room 3-5

Chair: Hendry Raharjo

 

The Forgiving will be Forgiven: The Effect of the Provider’s Empathy for a Customer-Cased Failure on the Customer’s Forgiveness for a Provider-Caused Failure

Presenter: Sunmee Choi

Authors: Sunmee Choi, Sooyun Kim

02-12: Michael Ehret
Seminar Room 3-7

Chair: Leon Gim Lim

 

Competitive Advantage in the Service Economy

Presenter: Michael Ehret

Authors: Michael Ehret, Jochen Wirtz

11:30am
-
11:55am
03-01: Carla Carvalho Dias
Seminar Room 2-1

Chair: Adré Schreuder

 

Customer Service from the Inside out – Servant Leadership

Presenter: Carla Carvalho Dias

Authors: Carla Carvalho Dias

03-02: Ajit Mathur
Seminar Room 2-2

Chair: Yit Sean Esther Chong

 

Transforming Organisational Culture in the age of Artificial Intelligence: Implications for Services Industry

Presenter: Ajit Mathur

Authors: Ajit Mathur

03-03: Anne-Sophie Riegger
Seminar Room 2-3

Chair: Christian Brock

 

Experiential Retail for Luxury Brands: Using Non-Traditional Stores to Reach Untapped Customer Segments

Presenter: Anne-Sophie Riegger

Authors: Anne-Sophie Riegger, Jan Klein, Katrin Merfeld, Sven Henkel

03-04: Karen Jones [CANCELLED]
Seminar Room 2-4

Chair: Christine Mathies

 

Understanding Complaining, Service Failure Identification and Service Recovery Systems via Social Media

Presenter: Karen Jones

Authors: K. Jones, A. Lawson, A. Hanlon

03-06: Jacquie Cherie McGraw
Seminar Room 2-6
 

“He’s Too Much of a Man to do That”: The role of Masculine Identities and Self-Conscious Emotions in Men’s Help-Seeking in Preventative Health

Presenter: Jacquie Cherie McGraw

Authors: Jacquie Cherie McGraw, Rebekah Russell-Bennett, Katherine Marie White

03-07: Hannah Sophie Schmitt
Seminar Room 3-1

Chair: Bo Edvardsson

 

Pervasive Computing as a Platform for Service Analytics

Presenter: Hannah Sophie Schmitt

Authors: Hannah Sophie Schmitt, Benjamin J. Lucas, Jos G.A.M. Lemmink

03-08: YeeHeng Tan
Seminar Room 3-2

Chair: YeeHeng Tan

 

Funding Platforms for Digital Content: The Determinants of Persistent Contribution

Presenter: YeeHeng Tan

Authors: YeeHeng Tan, Srinivas K Reddy

03-09: Tom Chen
Seminar Room 3-3

Chair: Tom Chen

 

City Administrations' Facilitation Role in Sharing Participation for Sustainable Shared City Living: A Co-Creation Perspective

Presenter: Tom Chen

Authors: Dominik Georgi, Tom Chen, Matthes Fleck

03-10: Heli Hallikainen
Seminar Room 3-4

Chair: Paul Richard Messinger

 

How the Level of Servitization Influences on Big Data Use in Organizations

Presenter: Heli Hallikainen

Authors: Heli Hallikainen, Tommi Laukkanen

03-11: Hendry Raharjo
Seminar Room 3-5

Chair: Hendry Raharjo

 

Is Technology-Enabled Mobility Service Socially Sustainable? A Look at On-Demand Workforce Well-Being Through Human Needs Theory

Presenter: Hendry Raharjo

Authors: Markus Hartono, Hendry Raharjo, I Made Ronyastra

03-12: Leon Gim Lim
Seminar Room 3-7

Chair: Leon Gim Lim

 

Stakeholder-Specific Outcomes of Airlines Mergers and Acquisitions: Policy Implications from an Empirical Examination

Presenter: Leon Gim Lim

Authors: Leon Gim Lim, Kapil R. Tuli

 
12:00pm
-
1:15pm
Lunch
MRB Atrium
Poster Session
MRB Atrium

Poster Sessions will be held during lunch and teabreaks on Friday (19 July) and Saturday (20 July).

 

The Impact of Customer-Directed Resources on Service Employee’s Customer Service Self Efficacy: An Exploratory Study

Presenter: Bee Leng Seow

Authors: Bee Leng Seow



The Effect of Customer Perceived Justice on Customer Rage in Taiwan. From the Perspective of Cognitive Appraisal Theory.

Presenter: Kohsuan Chang

Authors: Kohsuan Chang



Understanding the Roles of Different Categories of Front Office Staff in Complaints Management: a Role Theory Perspective

Presenter: Dilip Subramanian

Authors: Dilip Subramanian, Fanny Reniou



How to Achieve Service Excellence by Servitization in Manufacturing

Presenter: Tamao Miura

Authors: Tamao Miura, Shoji Yamamoto



When Time Flies – The Role of Passive and Active Innovation Resistance for Discontinuous Usage of Service and Product Innovations

Presenter: Tobias Kraemer

Authors: Tobias Kraemer, Sven Heidenreich, Martin Obschonka, Jan Millemann, Kristina Wittkowski, Tomas Falk



The Relationship Between Customer Engagement Behavior and Firm Promotional Activities in a Loyalty Program

Presenter: Rebecca Jen-Hui Wang

Authors: Rebecca Jen-Hui Wang, Lakshman Krishnamurthi



The Adoption of Technological Innovations in a B2B Context and Its Impact on Firm Performance: Perspective of Ethical Leadership in Services.

Presenter: Nick K. T. Yip

Authors: Woon Leong Lin, Nick K. T. Yip, Jo Ann Ho



Creating Consumers’ Sustainable Relationships with New Mobile Banks

Presenter: Hsin-Yen Wu

Authors: Tseng-Lung Huang, Hui-Ying Chang, Hsin-Yen Wu



Data for Fun: the Role of Hedonic Perception on Disclosure of Personal Data to Mobile Apps

Presenter: Carla Freitas Silveira Netto

Authors: Carla Freitas Silveira Netto, Simoni F Rohden, Marina Lugoch, Natália Englert, Valentina Ortiz Ubal



What Can Big Data and Text Analytics Tell Us About the Relationship Between the Weather and Customers’ Experience of Restaurant Service?

Presenter: Ming-Yi Chen

Authors: Ming-Yi Chen, Hsiu-Yuan Tsao, Chih-Hsin Chuang



Coaching of Poorly Qualified Individuals as a Transformative Service – a Qualitative-Empirical Study

Presenter: Philipp K. Görs

Authors: Philipp K. Görs, Friedemann W. Nerdinger



The Global Mind Monitor: a Tool to Develop Intercultural Competencies of Service Employees

Presenter: Armand Odekerken

Authors: Armand Odekerken, Joris Boonen, Ankie Hoefnagels, Mark Pluymaekers



Self-Ordering Systems and its Impact on Customer Satisfaction in the Food and Beverage Sector: Findings from the Customer Satisfaction Index of Singapore

Presenter: Yongchang Chen

Authors: Yongchang Chen, Bertram Goh



Exploring Factors Affecting Consumer Intention to Participate in Service Recovery

Presenter: Chia-Yi Chen

Authors: Chia-Yi Chen



Competitive Showrooming: Do Consumers’ Moral Considerations Matter?

Presenter: Janina Kleine

Authors: Janina Kleine, Michael Paul



Tourist-To-Tourist (T2T) Interaction and Co-Creation Experiences in Tourism Destination

Presenter: Amjad Shamim

Authors: Amjad Shamim, Subarna Sivapalan, Janfry Sihite, Zulkipli Ghazali



Soul of Service- the Enduring Frontier

Presenter: Emmanuel David

Authors: Emmanuel David, Radha Ganesh Ram, Ravishankar Mani



Assessing the Effectiveness of Host-Guest Interaction on Value Co-Creation: An Empirical Study in the Context of Peer-to-Peer Accommodation

Presenter: Xiaoyi Wu

Authors: Xiaoyi Wu, Xuemin Zhang



Impact of Social Media Marketing Strategy on Accommodation Selection of Sri Lankan Domestic Travellers

Presenter: Chathura Bimali Wijesundara

Authors: Chathura Bimali Wijesundara, Chathurika Probodhini Kularathne, Lalith Sanjaya Thilakarathne



Discovering the Personality Traits of Opinion Leaders in Social Networks

Presenter: Wei-Lun Chang

Authors: Wei-Lun Chang



When Time is Running Out – A Conceptual Approach to Time Pressure in Services

Presenter: Sarina Nenninger

Authors: Sabine Fliess, Sarina Nenninger



How Social Media Can Contribute to Wellbeing Amongst Autists and Their Families – A Study based on Virtual Communities Content

Presenter: Wilian Ramalho Feitosa

Authors: Wilian Ramalho Feitosa



Value Co-Creation Patterns in Multi-Actor Service Interactions: A Framework for Collaborative Consumption Platforms

Presenter: Maren Purrmann

Authors: Maren Purrmann, Nancy V. Wünderlich

 
1:15pm
-
2:00pm
Keynote 03: Pascal Bornet
HSS Auditorium
 

Applying Enterprise Artificial Intelligence to Service

Presenter: Pascal Bornet

Authors: Pascal Bornet

2:00pm
-
2:45pm
Keynote 04: Dave Gledhill
HSS Auditorium
 

Reimagining Banking: Journey of the World’s Best Bank*

Presenter: Dave Gledhill

Authors: Dave Gledhill

2:45pm
-
3:15pm
Break
MRB Atrium
3:15pm
-
3:40pm
04-01: Sidney Anderson
Seminar Room 2-1

Chair: Stefanie Paluch

 

The Impact of Data Analytics on Patient Flow Management and Resource Allocation: A Resource-Based View

Presenter: Sidney Anderson

Authors: Sidney Anderson

04-02: Charles Colby
Seminar Room 2-2

Chair: Bertil A. Brandin

Best Practitioner Presentation Finalist

 

Service Robots: Trends in Acceptance and Factors behind Readiness to Adopt

Presenter: Charles Colby

Authors: Charles Colby, Sunil Mithas, A. Parasuraman

04-03: Linda Alkire
Seminar Room 2-3

Chair: Leonard Lee

 

Bringing about Social Innovation through Service

Presenter: Linda Alkire

Authors: Lerzan Aksoy, Linda Alkire, Sunmee Choi, Peter Kim, Lu Zhang

04-04: Sarah Voigt
Seminar Room 2-4

Chair: Holger Roschk

 

How Complaint Process Recovery Enhances Trust After Double Deviations

Presenter: Sarah Voigt

Authors: Katja Gelbrich, Sarah Voigt, Cristiane Pizzutti dos Santos

04-05: Nanouk Verhulst
Seminar Room 2-5

Chair: Nora Lado

 

Male or Female Frontline Employees? The Impact of Gender Choice on Customers’ Emotions

Presenter: Nanouk Verhulst

Authors: Nanouk Verhulst, Hendrik Slabbinck, Iris Vermeir

04-06: Rodoula Tsiotsou
Seminar Room 2-6
 

What It Takes to Transform Patients into Advocates?

Presenter: Rodoula Tsiotsou

Authors: Rodoula Tsiotsou

04-07: Roderick J Brodie
Seminar Room 3-1

Chair: Roderick J Brodie

 

Increasing Contribution in Service Research: Fresh Thinking about Theorizing

Presenter: Roderick J Brodie

Authors: Roderick J. Brodie, Linda D. Peters

04-08: Marah Blaurock
Seminar Room 3-2

Chair: Ilias Danatzis

 

Artificial Intelligence in Services – Determinants of an Ideal Human-Technology Mix in Service Encounters

Presenter: Marah Blaurock

Authors: Marah Blaurock, Marion Buettgen

04-09: Raymond Fisk
Seminar Room 3-3

Chair: Raymond Fisk

 

ServCollab: Creating Humane Service Systems Through Research Collaborations

Presenter: Raymond Fisk

Authors: Raymond Fisk, Linda Alkire (née Nasr), Laurel Anderson, David Bowen, Thorsten Gruber, Amy Ostrom, Lia Patrício

04-10: Yakov Bart [CANCELLED]
Seminar Room 3-4

Chair: Nevena T. Koukova

 

Smart Timing for Smart Products? Complementor Multihoming in Nascent Platform Markets

Presenter: Yakov Bart

Authors: Senem Aydin, Fernando Suarez, Yakov Bart, Dirk Libaers

04-11: Gregory Raymond Heim
Seminar Room 3-5

Chair: Mario Schaarschmidt

 

Impact of the Value-Based Purchasing Program on Hospital Operations Outcomes: An Econometric Analysis

Presenter: Gregory Raymond Heim

Authors: Seung Jun Lee, Sriram Venkataraman, Gregory R. Heim, Aleda V. Roth, Jon Chilingerian

04-12: Scott G Dacko
Seminar Room 3-7

Chair: Iman Ahmadi

 

The Future of Car-Sharing: Improving the Understanding of Its Adoption Via the Customer Experience Lens

Presenter: Scott G Dacko

Authors: Scott G Dacko, Julia Passenberger

3:45pm
-
4:10pm
05-01: Nicole Hartley
Seminar Room 2-1

Chair: Stefanie Paluch

 

Service Robots and Human-Robot Interaction - The Past, Present and Future: An Interdisciplinary Systematic Scoping Review

Presenter: Nicole Hartley

Authors: Daniela Berg, Nicole Hartley, Linda Alkire

05-02: Akshata Patkar
Seminar Room 2-2

Chair: Bertil A. Brandin

Best Practitioner Presentation Finalist

 

Mapping the National Library Board’s (NLB) Service Transformation Journey to Achieve Service Excellence and be Future-Ready

Presenter: Akshata Patkar

Authors: Akshata Patkar, Yogeeta Dhansukhlal, Cheng Yong Quah, Alicia Yeo, Dr. Narinder Kaur

05-03: Sven Tuzovic
Seminar Room 2-3

Chair: Leonard Lee

 

Smart Services, Smart Factories, Smart Cities, and now Smart Nations: A Research Agenda on Effects of Compulsory Embeddedness

Presenter: Sven Tuzovic

Authors: Sven Tuzovic, Gabriela Beirão

05-04: Mathieu Béal
Seminar Room 2-4

Chair: Holger Roschk

 

The Effects of Relationship Length on Customer Profitability After Service Recovery

Presenter: Mathieu Béal

Authors: Mathieu Béal, William Sabadie, Yany Grégoire

05-05: Maria Akesson
Seminar Room 2-5

Chair: Nora Lado

 

Frontline Employee Test-Driving Roles in Service Practices - a Service Innovation Perspective

Presenter: Maria Akesson

Authors: Maria Akesson, Jenny Karlsson

05-06: Janet R. McColl-Kennedy
Seminar Room 2-6

Chair: Janet R. McColl-Kennedy

 

Modelling Multiparty Choices in Healthcare Using Discrete Choice Experiments

Presenter: Janet R. McColl-Kennedy

Authors: Janet R. McColl-Kennedy, Lilliemay Cheung, Leonard V. Coote

05-07: Hugo Guyader
Seminar Room 3-1

Chair: Roderick J Brodie

 

The Key Role of Communal Identification for Collaborative Consumption Platforms

Presenter: Hugo Guyader

Authors: Hugo Guyader, Lars Witell, Sabine Benoit

05-08: Vanessa Esperance Rodrigues
Seminar Room 3-2

Chair: Ilias Danatzis

 

A Service Design Approach to Developing Resilent Value Networks

Presenter: Vanessa Esperance Rodrigues

Authors: Vanessa Esperance Rodrigues, Stefan Holmlid, Dominik Mahr, Gaby Odekerken-Schröder

05-09: Rebekah Russell-Bennett
Seminar Room 3-3

Chair: Raymond Fisk

 

Conceptualising Service Thinking – Seeking the Virtues of Human Wellbeing

Presenter: Rebekah Russell-Bennett

Authors: Rebekah Russell-Bennett, Raymond Fisk, Linda Alkire, Josephine Previte

05-10: Christoph Breidbach [CANCELLED]
Seminar Room 3-4

Chair: Nevena T. Koukova

 

Why did Uber Fail in China? A Service Science Perspective

Presenter: Christoph Breidbach

Authors: Christoph Breidbach

05-11: Mario Schaarschmidt
Seminar Room 3-5

Chair: Mario Schaarschmidt

 

Customer Integration in Separated Digital Services: Fairness Perceptions and Relational Outcomes

Presenter: Mario Schaarschmidt

Authors: Mario Schaarschmidt, David Dose, Sonja Christ-Brendemühl, Gianfranco Walsh

05-12: Jochen Wirtz
Seminar Room 3-7

Chair: Iman Ahmadi

 

Business Models in the Sharing Economy

Presenter: Jochen Wirtz

Authors: Jochen Wirtz, Makarand Mody, Stephanie Liu, Helen Chun, Kevin So

4:15pm
-
4:40pm
06-01: Daniel Zimmermann
Seminar Room 2-1

Chair: Stefanie Paluch

 

Are we Forever Chasing Rainbows? Measuring the Impact of Telepresence and Complexity of Virtual Reality on Hedonic Adaptation in Service Experiences

Presenter: Daniel Zimmermann

Authors: Daniel Zimmermann

06-02: Kenneth Kwan
Seminar Room 2-2

Chair: Bertil A. Brandin

Best Practitioner Presentation Finalist

 

Creating Optimistic Change in Challenging Times

Presenter: Kenneth Kwan

Authors: Kenneth Kwan

06-03: Hoang-Linh Vu
Seminar Room 2-3

Chair: Leonard Lee

 

A Synthesis of Nine Years of Transformative Service Research (TSR)

Presenter: Hoang-Linh Vu

Authors: Hoang-Linh Vu, Volker Georg Kuppelwieser

06-04: Holger Roschk
Seminar Room 2-4

Chair: Holger Roschk

 

Coalitions, Social Exclusion and Recovery in Trilateral Service Failure Constellations

Presenter: Holger Roschk

Authors: Christina-Franca Feyertag, Holger Roschk, Nilüfer Aydin

06-05: Nora Lado
Seminar Room 2-5

Chair: Nora Lado

 

Dealer Tweets Effect on Customer Engagement: an Application to the Spanish Context

Presenter: Nora Lado

Authors: Manuel Ceballos, Nora Lado, Ángel García-Crespo

06-06: Megan Godwin
Seminar Room 2-6

Chair: Janet R. McColl-Kennedy

 

Women in the Sandwich Generation: The Relationship Between Health Behaviours and Wellbeing

Presenter: Megan Godwin

Authors: Megan Godwin, Rebekah Russell-Bennett, Uwe Dulleck

06-07: Maria Veronica Torres Pena
Seminar Room 3-1

Chair: Roderick J Brodie

 

Orchestrating the Co-creation of Value in P2P Lending Platforms: An Agent-Based Modelling Study

Presenter: Maria Veronica Torres Pena

Authors: Maria Veronica Torres Pena, Christoph F. Breidbach, Andrew Turpin

06-08: Bieke Henkens
Seminar Room 3-2
 

Engaging Customers along the Smart Services Journey - A Network Perspective

Presenter: Bieke Henkens

Authors: Bieke Henkens, Katrien Verleye, Bart Larivière

06-09: Jan F. Klein
Seminar Room 3-3

Chair: Raymond Fisk

 

Buying to Share: How Peer-to-Peer Sharing Promotes Product Purchase

Presenter: Jan F. Klein

Authors: Jan F. Klein, Katrin Merfeld, Mark-Philipp Wilhelms, Tomas Falk, Sven Henkel

06-10: Janina Garbas
Seminar Room 3-4

Chair: Nevena T. Koukova

 

Can We Provide Access to Ownership? How Ownership Perceptions Threaten Product Reconfiguration Services

Presenter: Janina Garbas

Authors: Janina Garbas, Sebastian A. Schubach, Jan H. Schumann, Martin Mende, Maura L. Scott

06-11: King Yin Wong
Seminar Room 3-5

Chair: Mario Schaarschmidt

 

Marketing Travel Experience Through Virtual Reality

Presenter: King Yin Wong

Authors: King Yin Wong, Tsz-Wai Lui

06-12: Frederica Marlene Frank
Seminar Room 3-7

Chair: Iman Ahmadi

 

The Restorative Effect of Automation – Do Automated Driving Technologies Improve Subjective Well-being?

Presenter: Frederica Marlene Frank

Authors: Frederica Marlene Frank, Jens Hogreve

4:45pm
-
5:10pm
07-01: Stefanie Paluch
Seminar Room 2-1

Chair: Stefanie Paluch

 

Does C3PO really understand me? – Extending the Service Robots Acceptance Model

Presenter: Stefanie Paluch

Authors: Stefanie Paluch, Jochen Wirtz, Werner Kunz, Paul Patterson, Thorsten Gruber, Vinh Lu, Anje Martin

07-02: Bertil A. Brandin
Seminar Room 2-2

Chair: Bertil A. Brandin

Best Practitioner Presentation Finalist

 

Influencing in Engineering and Maintenance Services — Winning Practices for Team-Selling as a Process

Presenter: Bertil A. Brandin

Authors: Bertil A. Brandin

07-03: Leonard Lee
Seminar Room 2-3

Chair: Leonard Lee

 

How Culture Affects Innovation Adoption: An Integrative Framework

Presenter: Leonard Lee

Authors: Leonard Lee, Jasper Teow, Yating Wang, Michael Frese

07-04: Tom Baker
Seminar Room 2-4

Chair: Holger Roschk

 

A Preliminary Investigation Into Service Failure and Recovery in a Collaborative Consumption Context

Presenter: Tom Baker

Authors: Tom Baker, Kristina Lindsey-Hall, Christine Ringler

07-05: Rungting Tu
Seminar Room 2-5

Chair: Nora Lado

 

Gamification or Socialization? Which Better Encourages Higher Consumers’ Loyalty

Presenter: Rungting Tu

Authors: Rungting Tu, Wenting Feng, Peishan Hsieh

07-06: Heiko Holz
Seminar Room 2-6

Chair: Janet R. McColl-Kennedy

 

Convenience over Concern - The Value of Application-Based Service Experience

Presenter: Heiko Holz

Authors: Heiko Holz, Stefanie Paluch

07-08: Ilias Danatzis
Seminar Room 3-2

Chair: Ilias Danatzis

 

Developing a Service Taxonomy for Transformative Service Marketing Insights

Presenter: Ilias Danatzis

Authors: Ilias Danatzis

07-10: Nevena T. Koukova
Seminar Room 3-4

Chair: Nevena T. Koukova

 

Solicited Online Product Reviews

Presenter: Nevena T. Koukova

Authors: Nevena T. Koukova, Rebecca Jen-Hui Wang, Keith Botner

07-11: Lucas Lunt
Seminar Room 3-5

Chair: Mario Schaarschmidt

 

Voluntary Stewardship of Service Interventions

Presenter: Lucas Lunt

Authors: Lucas Lunt, Mayukh Dass, Piyush Kumar, Guy Loneragan

07-12: Iman Ahmadi
Seminar Room 3-7

Chair: Iman Ahmadi

 

The Effect of Elevation in Competition on Markets for Credence Goods: An Investigation on the NYC Taxis

Presenter: Iman Ahmadi

Authors: Iman Ahmadi

   
5:15pm
-
5:45pm
Bus service from conference venue to official hotels
5:45pm
-
6:30pm
Time for attendees to freshen up for dinner (bus pick up at 06:30 pm sharp)
6:30pm
-
7:00pm
Bus transfer from official hotels* to Awards dinner venue
7:00pm
-
10:00pm
Awards dinner
Marina Bay Sands

 
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