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).

Only Sessions at Location/Venue 
 
 
Session Overview
MRB Atrium
Date: Thursday, 18/Jul/2019
6:30pm
-
8:30pm
Welcome Reception & Registration
MRB Atrium
Date: Friday, 19/Jul/2019
10:00am
-
10:30am
Break
MRB Atrium
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

2:45pm
-
3:15pm
Break
MRB Atrium
Date: Saturday, 20/Jul/2019
10:00am
-
10:30am
Break
MRB Atrium
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).

2:45pm
-
3:15pm
Break
MRB Atrium
Date: Sunday, 21/Jul/2019
10:00am
-
10:30am
Break
MRB Atrium
12:15pm
-
1:15pm
Lunch & End of Conference
MRB Atrium

 
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