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: Thursday, 18/Jul/2019
6:30pm
-
8:30pm
Welcome Reception & Registration
MRB Atrium
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
Date: Saturday, 20/Jul/2019
8:30am
-
9:15am
Keynote 05: Wolfgang Ulaga
HSS Auditorium
 

Monetizing Data: A Roadmap for Mastering Data-Driven Service Growth

Presenter: Wolfgang Ulaga

Authors: Wolfgang Ulaga

9:15am
-
10:00am
Keynote 06: Kapil R. Tuli
HSS Auditorium
 

Transitioning from Social to Social Commerce

Presenter: Kapil R. Tuli

Authors: Kapil R. Tuli

10:00am
-
10:30am
Break
MRB Atrium
10:30am
-
10:55am
08-01: Minna Saunila
Seminar Room 2-1

Chair: Sanjit Kumar Roy

 

Sustainable Business Enabled by Digital Service Innovation

Presenter: Minna Saunila

Authors: Minna Saunila, Juhani Ukko

08-02: Werner Kunz
Seminar Room 2-2

Chair: Tillmann Wagner

 

Do Academia and Business World See Service Technology the Same Way? – A Text-Mining Approach

Presenter: Werner Kunz

Authors: Ruud Wetzels, Jos Lemmink, Werner Kunz, Kristina Heinonen, Martin Wetzels

08-03: Arne De Keyser
Seminar Room 2-3

Chair: Mark S. Rosenbaum

 

Neuroscience in Service Research: An Overview and Discussion of Its Possibilities

Presenter: Arne De Keyser

Authors: Arne De Keyser, Nanouk Verhulst, Anders Gustafsson, Poja Shams, Yves Van Vaerenbergh

08-04: Julia A. Fehrer
Seminar Room 2-4

Chair: Suvi Nenonen

 

Market Shaping through Radical Technological Innovation

Presenter: Julia A. Fehrer

Authors: Julia A. Fehrer, Julia M. Jonas, Suvi Nenonen, Kaj Storbacka, Roderick J. Brodie

08-05: Georgia Katsifaraki
Seminar Room 2-5

Chair: Nancy Wong

 

How May Different Customer (Dis)engagement Behaviours Affect a Firm’s Performance within a Market Ecosystem? A Panel Data Analysis in an e-market Context

Presenter: Georgia Katsifaraki

Authors: Georgia D. Katsifaraki, Marios Theodosiou

08-06: Moshe Davidow
Seminar Room 2-6

Chair: Thomas Reimer

 

Complaint Handling to the Rescue: Customer Centricity From Within

Presenter: Moshe Davidow

Authors: Moshe Davidow

08-07: Kris Lindsey Hall
Seminar Room 3-1

Chair: Mathieu Lajante

 

An Investigation into the Dimensionality and Drivers of the Collaborative Economy from a Service-Dominant Logic Perspective

Presenter: Kris Lindsey Hall

Authors: Kris Lindsey Hall, Thomas Baker

08-08: Tobias Schaefers
Seminar Room 3-2

Chair: Tobias Schaefers

 

Me or We? The Effects of Independent and Interdependent Self-Construal on Access-Based Service Use

Presenter: Tobias Schaefers

Authors: Martin Paul Fritze, Tobias Schaefers

08-09: Elena Malakhatka
Seminar Room 3-3

Chair: Sheilagh Resnick

 

Designing Living Services for Pro-Environmental Behavior in the Building Environment: KTH Live-in-Lab Case Study

Presenter: Elena Malakhatka

Authors: Elena Malakhatka, Per Lundqvist

08-10: Mohamed Zaki
Seminar Room 3-4

Chair: Tuck Siong Chung

 

I Love You and I Won’t Leave You”: Unpacking Customer Loyalty

Presenter: Mohamed Zaki

Authors: Mohamed Zaki, Janet R. McColl-Kennedy, Benjamin Lucas, Dalia Kandil, Andy Neely

08-11: Christine Marie Auer
Seminar Room 3-5

Chair: Mario Giraldo

 

Computational Creativity in Marketing and Service: Applications, Acceptance, and Challenges

Presenter: Christine Marie Auer

Authors: Christine Marie Auer, Silke Bartsch, Daniel Zimmermann

08-12: Anna Louise De Visser-Amundson
Seminar Room 3-7

Chair: Scott G Dacko

 

Nudging as a Strategy to Achieve Cost Effective Service Excellence

Presenter: Anna Louise De Visser-Amundson

Authors: Anna Louise De Visser-Amundson, Mirella Kleijnen

11:00am
-
11:25am
09-01: Khanh B. Q. Le
Seminar Room 2-1

Chair: Sanjit Kumar Roy

 

Conceptualizing the Collaborative Bond Between Employees and Artificial Intelligence in Service

Presenter: Khanh B. Q. Le

Authors: Khanh B. Q. Le, Laszlo Sajtos, Karen V. Fernandez

09-02: Hui-Ying Chang
Seminar Room 2-2

Chair: Tillmann Wagner

 

Enhancing Comfortable and Enjoyable Service Experiences via Augmented Reality

Presenter: Hui-Ying Chang

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

09-03: Mark S. Rosenbaum
Seminar Room 2-3

Chair: Mark S. Rosenbaum

 

A Neuroscientific Perspective of a Shopper’s Response to the Presence of Others in Enclosed Shopping Malls: Exposing the Terror Genie

Presenter: Mark S. Rosenbaum

Authors: Mark S. Rosenbaum, German C. Ramirez, Dahlia El-manstrly

09-04: Suvi Nenonen
Seminar Room 2-4

Chair: Suvi Nenonen

 

Market-Shaping Strategies: Shifting Loci of Exchange and Eliminating Resource Integration Bottlenecks

Presenter: Suvi Nenonen

Authors: Suvi Nenonen, Kaj Storbacka

09-05: Shuping Chen
Seminar Room 2-5

Chair: Nancy Wong

 

What Makes ‘God’ Turn Into‘Devil’? The Effect of Customer Engagement Behavior on Customer Misbehavior——Based on Moral Licensing Theory

Presenter: Shuping Chen

Authors: Shuping Chen, Xiaoyun Han, Shujie Fang

09-06: Thomas Reimer
Seminar Room 2-6

Chair: Thomas Reimer

 

New Dynamics of Customer Complaints on Social Media: Introducing Data Mining Methods

Presenter: Thomas Reimer

Authors: Thomas Reimer, Banu Aysolmaz

09-07: Stacey Robinsons
Seminar Room 3-1

Chair: Mathieu Lajante

 

Authentic or Counterfeit Service? A Framework on the Complexity of AI Enabled Service Encounters

Presenter: Stacey Robinsons

Authors: Stacey Robinsons, Chiara Orsingher, Linda Alkire, Arne De Keyser, Mike Giebelhausen, Nadia Papamichail, Poja Shams, Mohamed Sobhy Ahmed Hassan Temerak

09-08: Qiuying Zheng
Seminar Room 3-2

Chair: Tobias Schaefers

 

I MADE It or I Made IT: The Role of Regulatory Fit in Consumers’ Willingness to Pay for Cocreation Activities

Presenter: Qiuying Zheng

Authors: Yao Tang, Lan Xia, Qiuying Zheng

09-09: Noyan Ilk
Seminar Room 3-3

Chair: Sheilagh Resnick

 

A Text Analytic Approach for Intelligent Customer Routing in Online Service Centers

Presenter: Noyan Ilk

Authors: Noyan Ilk, Guangzhi Shang

09-10: Severin Friedrich Bischof
Seminar Room 3-4

Chair: Tuck Siong Chung

 

Referral Rewards Programs: A Longitudinal Comparison of Customer Generations

Presenter: Severin Friedrich Bischof

Authors: Severin Friedrich Bischof, Marc Linzmajer, Jochen Wirtz

09-11: Nagarajan Venkatachalam
Seminar Room 3-5

Chair: Mario Giraldo

 

Blockchain as a Service (Baas): A Multi-domain Perspective

Presenter: Nagarajan Venkatachalam

Authors: Nagarajan Venkatachalam, Shailesh Palekar

09-12: Dorottya Varga
Seminar Room 3-7

Chair: Scott G Dacko

 

Customers are not Always Good Soldiers: A Meta-Analysis on the Antecedents and Outcomes of Customer-Related Social Stressors

Presenter: Dorottya Varga

Authors: Dorottya Varga, Yves Van Vaerenbergh, Stefanie Possemiers

11:30am
-
11:55am
10-01: Sanjit Kumar Roy [CANCELLED]
Seminar Room 2-1

Chair: Sanjit Kumar Roy

 

Together We Can Deliver: Frontline Employees and Robots Joining Forces

Presenter: Sanjit Kumar Roy

Authors: Gauri Laud, Sanjit Kumar Roy, Chatura Ranaweera, Cheryl Leo, Sima Sedighadeli

10-02: Gerhard Satzger
Seminar Room 2-2

Chair: Tillmann Wagner

 

Not Just Selling Data - How Companies Co-Create Value in Analytics-Based Service Innovation

Presenter: Gerhard Satzger

Authors: Ronny Schüritz, Killian Farrell, Fabian Hunke, Gerhard Satzger

10-03: Susan Stead
Seminar Room 2-3

Chair: Mark S. Rosenbaum

 

Multisensory Customer Service Experiences in New Servicescapes

Presenter: Susan Stead

Authors: Susan Stead, Gaby Odekerken-Schröder, Dominik Mahr

10-04: Jonathan M Beck
Seminar Room 2-4

Chair: Suvi Nenonen

 

Managing the Conversation: Shaping Valence and Online Engagement by Decreasing Customer Effort

Presenter: Jonathan M Beck

Authors: Jonathan M Beck, Clay M Voorhees, Paul W Fombelle, Katherine N Lemon, Ryan Teal

10-05: Nancy Wong
Seminar Room 2-5

Chair: Nancy Wong

 

Prognosis for Financial Health: Diagnosing Consumers’ Vulnerability to Financial Hardship

Presenter: Nancy Wong

Authors: Dee Warmath, Genevieve O'Connor, Nancy Wong, Casey Newmeyer

10-06: Svenja Widdershoven
Seminar Room 2-6

Chair: Thomas Reimer

 

A Friend Laughs at Your Jokes When They're not so Good, and Sympathizes with Your Problems When They're not so Bad. The Effects of Perceived Service Failure Severity, Emotional Contagion Susceptibility and Interpersonal Relationship on Anger and Service Quality Inferences to Service Failure Depiction in Facebook Posts.

Presenter: Svenja Widdershoven

Authors: Svenja Widdershoven, Josée M.M. Bloemer, Mark Pluymaekers

10-07: Mathieu Lajante
Seminar Room 3-1

Chair: Mathieu Lajante

 

Augmented Empathic Capacity: A New Perspective for Raising Prosocial Interactivity and Customer Engagement in the Automated Service Era

Presenter: Mathieu Lajante

Authors: Mathieu Lajante, Philip Jackson

10-08: Ke Chen
Seminar Room 3-2

Chair: Tobias Schaefers

 

How Other Customers Responses to Service Failure Affect Focal Customers’ Complaining Behavior:The Complaint Contagion Effect

Presenter: Ke Chen

Authors: Ke Chen, Jiancun Chen, Zhan Wu

10-09: Sheilagh Resnick
Seminar Room 3-3

Chair: Sheilagh Resnick

 

Exploring the Role of Music on the Online Customer Experience

Presenter: Sheilagh Resnick

Authors: Sheilagh Resnick, Ayane Fujiwara Fujiwara, Abraham Brown, Kim Cassidy

10-10: Tuck Siong Chung
Seminar Room 3-4

Chair: Tuck Siong Chung

 

Who and When Will Consumers Choose Online Versus Offline Platforms: Omni-Channel Customer Service In a Digital Economy

Presenter: Tuck Siong Chung

Authors: Tuck Siong Chung, Sharon Ng, Kim Huat Goh

10-11: Mario Giraldo
Seminar Room 3-5

Chair: Mario Giraldo

 

Revisiting Extended Service Experience Provider Activities: Peak Experiences Providers’ Wellbeing

Presenter: Mario Giraldo

Authors: Mario Giraldo, Oscar Naranjo, Mark Rosenbaum

10-12: Margarita Bidler
Seminar Room 3-7

Chair: Scott G Dacko

 

Aligning the Data Disclosure Process with Customer Benefits: Employing Gamification to Increase Willingness to Disclose Data for Personalized Services

Presenter: Margarita Bidler

Authors: Margarita Bidler, Jan H. Schumann

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).

1:15pm
-
2:00pm
Keynote 07: Ming-Hui Huang
HSS Auditorium
 

The Feeling Economy: Managing Service in the Next Generation of AI

Presenter: Ming-Hui Huang

Authors: Ming-Hui Huang

2:00pm
-
2:45pm
Keynote 08: John Bateson
HSS Auditorium
 

Services Research and the Aging Population:Threat or Opportunity

Presenter: John Bateson

Authors: John Bateson

2:45pm
-
3:15pm
Break
MRB Atrium
3:15pm
-
3:40pm
11-01: Laurens De Gauquier
Seminar Room 2-1

Chair: Judit Simon

 

Exploring the Attitudes of Frontline Employees Towards Humanoid Service Robots in a Retailing Context

Presenter: Laurens De Gauquier

Authors: Laurens De Gauquier, Malaika Brengman, Kim Willems, Nanouk Verhulst, Albert De Beir, Hoang-Long Cao, Bram Vanderborght

11-02: Robert Ciuchita
Seminar Room 2-2

Chair: Robert Ciuchita

 

Keep on Keeping on: A Configurational Approach to Service Innovation Adoption and Continuance

Presenter: Robert Ciuchita

Authors: Robert Ciuchita, Johanna Frösén, Dominik Mahr, Jaakko Aspara, Gaby Odekerken - Schröder, Martin Wetzels

11-03: Caroline Tran
Seminar Room 2-3

Chair: Chia-Lin Lee

 

Alexa, Siri or Google Versus Brand-Specific Voice Persona – Who to Blame or to Credit?

Presenter: Caroline Tran

Authors: Silke Bartsch, Caroline Tran

11-04: Aron O'Cass
Seminar Room 2-4

Chair: Bart Lariviere

 

Maximizing Brand Equity via Ambidextrous Frontline Employees

Presenter: Aron O'Cass

Authors: Vida Siahtiri, Aron O'Cass

11-05: Martin Mende
Seminar Room 2-5

Chair: Paula Dootson

 

When Humanoid Service Robots Can Elicit Compensatory Consumer Responses: An Examination of Moderating Effects

Presenter: Martin Mende

Authors: Martin Mende, Maura Scott, Jenny van Doorn, Ilana Shanks, Dhruv Grewal

11-06: Thijs Johannes Zwienenberg
Seminar Room 2-6

Chair: Velitchka Kaltcheva

 

To Solicit or Not? Exploring the Effects of Soliciting Reviews in the Collaborative Economy on Review Content and Style

Presenter: Thijs Johannes Zwienenberg

Authors: Thijs Johannes Zwienenberg, Tine Faseur, Yves van Vaerenbergh

11-07: Julia Sarah Hagel
Seminar Room 3-1

Chair: Nicole Jasmin Heß

 

The Role of the Nationality of an Automated Social Presence

Presenter: Julia Sarah Hagel

Authors: Julia Sarah Hagel, Katja Gelbrich, Lena Hiermeier

11-08: Sonja Christ-Brendemühl
Seminar Room 3-2

Chair: Stephen Joseph Wilkins

 

Bridging the gap Between Technological Enhancement and Personal Expectations: A 360-Degree View on Technology Deployment in the Restaurant Industry

Presenter: Sonja Christ-Brendemühl

Authors: Sonja Christ-Brendemühl, Mario Schaarschmidt

11-09: Piyush Kumar
Seminar Room 3-3

Chair: Sheilagh Resnick

 

Hub and Rim Strategy: A New Framework for Service Systems in the Age of Technology

Presenter: Piyush Kumar

Authors: Piyush Kumar

11-10: André Haff
Seminar Room 3-4

Chair: Sriram Rajagopalan

 

Putting the Human Touch Back in Self-Service: Exploring Customer Perceptions of Augmented Self-Services at Physical Touchpoints

Presenter: André Haff

Authors: André Haff, Nancy V. Wünderlich

11-11: Sven Tuzovic
Seminar Room 3-5

Chair: Gerhard Satzger

 

Offshoring of Accounting Services: Should I Tell My SME Client?

Presenter: Sven Tuzovic

Authors: Sven Tuzovic, Rebekah Russell-Bennet, Rory Mulcahy

11-12: Jaylan Azer
Seminar Room 3-7

Chair: Jaylan Azer

 

Measuring the Impact of Customers and Noncustomers Influencer Value in Social Networks

Presenter: Jaylan Azer

Authors: Jaylan Azer, Chatura Ranaweera

3:45pm
-
4:10pm
12-01: Steven M Shugan
Seminar Room 2-1

Chair: Judit Simon

 

HealthCare Services: Nonprofit vs For-Profit Competition

Presenter: Steven M Shugan

Authors: Jihwan Moon, Steven M Shugan

12-02: Yu-Shan (Sandy) Huang
Seminar Room 2-2

Chair: Robert Ciuchita

 

The Interactive Effect of the Feature Types and Styles of Robotic Service Providers on Social Cognition of Customers

Presenter: Yu-Shan (Sandy) Huang

Authors: Yu-Shan (Sandy) Huang, Nobuyuki Fukawa, Barry J. Babin

12-03: Nurhafihz Noor
Seminar Room 2-3

Chair: Chia-Lin Lee

 

Investigating the Service Quality of Artificial Intelligence Service Agents

Presenter: Nurhafihz Noor

Authors: Nurhafihz Noor, Sally Rao Hill, Indrit Troshani

12-04: Ting Yu
Seminar Room 2-4

Chair: Bart Lariviere

 

Service–Sales Ambidexterity: Past, Present, and Future

Presenter: Ting Yu

Authors: Ko de Ruyter, Debbie Keeling, Ting Yu

12-05: Martina Caic
Seminar Room 2-5

Chair: Paula Dootson

 

Value of Social Robots in Services: Social Cognition Perspective

Presenter: Martina Caic

Authors: Martina Caic, Dominik Mahr, Gaby Odekerken-Schröder

12-06: Michael Kleinaltenkamp
Seminar Room 2-6

Chair: Velitchka Kaltcheva

 

The Impact of Psychological Ownership on Value in Use and Relational Outcomes in Sharing Economy

Presenter: Michael Kleinaltenkamp

Authors: Michael Kleinaltenkamp, Franziska Storck, Patrick Gumprecht, Jingshu Li

12-07: Anne-Madeleine Kranzbuehler
Seminar Room 3-1

Chair: Nicole Jasmin Heß

 

Outsourcing Your Life to Alexa

Presenter: Anne-Madeleine Kranzbuehler

Authors: Anne-Madeleine Kranzbuehler, Mirella Kleijnen

12-08: Zhongjie Wang
Seminar Room 3-2

Chair: Stephen Joseph Wilkins

 

Personal Service Eco-System and Virtual Personal Assistant: Decentralizing Service Delivery as a User-Centric Paradigm

Presenter: Zhongjie Wang

Authors: Zhongjie Wang, Xiaofei Xu

12-10: Swapnil Murlidhar Morande
Seminar Room 3-4

Chair: Sriram Rajagopalan

 

Agrifood Ecosystem: Exploiting Convergence Between Artificial Intelligence and Blockchain

Presenter: Swapnil Murlidhar Morande

Authors: Adriana Carotenuto, Tiziana Russo Spena, Cristina Mele, Marialuisa Marzullo, Swapnil Murlidhar Morande

12-11: Chen-Ya Wang
Seminar Room 3-5

Chair: Gerhard Satzger

 

Exploring Solo Consumption Experience in Service Settings

Presenter: Chen-Ya Wang

Authors: Chen-Ya Wang, Laurie Wu, Khoa T. Do

12-12: Hsiu-Yuan Tsao
Seminar Room 3-7
 

The Impact of Campaign Personality on the Crowdfunding Project Success

Presenter: Hsiu-Yuan Tsao

Authors: Hsiu-Yuan Tsao, Ching-Chang Lin, Tsai-Hsuan Wu

 
4:15pm
-
4:40pm
13-01: Ahmed Al--Abdin
Seminar Room 2-1

Chair: Judit Simon

 

Service Consumption During Prolonged Conflict: Consumer Resilience, Routine & Rapport

Presenter: Ahmed Al--Abdin

Authors: Treasa Kearney, Ahmed Al--Abdin

13-02: Martin Adam
Seminar Room 2-2

Chair: Robert Ciuchita

 

How Anthropomorphic Design Cues and the Foot-in-the-Door Technique Affect User Compliance with Chatbots in Customer Self-Service

Presenter: Martin Adam

Authors: Martin Adam, Michael Wessel, Alexander Benlian

13-03: Lorena Blasco-Arcas
Seminar Room 2-3

Chair: Chia-Lin Lee

 

Understanding Brand Co-Creation in the Era of AI and Automation

Presenter: Lorena Blasco-Arcas

Authors: Lorena Blasco-Arcas, Claudia Simoes

13-04: Bart Lariviere
Seminar Room 2-4

Chair: Bart Lariviere

 

How to Engage Employees at Organizational Frontlines? A Response Surface Analysis of the Fit/Misfit-Engagement Model

Presenter: Bart Lariviere

Authors: Katrien Verleye, Bart Lariviere

13-05: Miaolei (Liam) Jia
Seminar Room 2-5

Chair: Paula Dootson

 

Robot or Human? The Effect of Robot-versus-Human Caused Service Failure on Firm Evaluation

Presenter: Miaolei (Liam) Jia

Authors: Isabel L. Ding, Miaolei (Liam) Jia

13-06: Pirmin Bastian Bischoff
Seminar Room 2-6

Chair: Velitchka Kaltcheva

 

It’s All About the Content: The Value Proposition’s Role in Selling Solutions

Presenter: Pirmin Bastian Bischoff

Authors: Pirmin Bastian Bischoff, Jens Hogreve

13-07: Nicole Jasmin Heß
Seminar Room 3-1

Chair: Nicole Jasmin Heß

 

Track Me If You Can – A Nuanced Perspective on Consumers’ Value Assessment of Data-Based Insurance Tariffs

Presenter: Nicole Jasmin Heß

Authors: Nicole Jasmin Heß, Verena Rapp, Manfred Schwaiger, Antje Niemann

13-08: Stephen Joseph Wilkins
Seminar Room 3-2

Chair: Stephen Joseph Wilkins

 

Marketing Strategies for Late Entry in a Mature Market

Presenter: Stephen Joseph Wilkins

Authors: Stephen Joseph Wilkins

13-10: Sriram Rajagopalan
Seminar Room 3-4

Chair: Sriram Rajagopalan

 

Sustainable EProcurement

Presenter: Sriram Rajagopalan

Authors: Sriram Rajagopalan, venkataraghavan krishnaswamy

13-11: Huifan Li [CANCELLED]
Seminar Room 3-5

Chair: Gerhard Satzger

 

Will Good Service Attitude Beautify Customers’ Sensory Evaluation? The Moderating Role of Uncertainty

Presenter: Huifan Li

Authors: Huifan Li, Xingyang Lv, Xiucheng Fan

13-12: Jessica Joan Castles
Seminar Room 3-7
 

The Customer Experience in a Primary Standard Breast Augmentation

Presenter: Jessica Joan Castles

Authors: Jessica Joan Castles, Rebekah Russell-Bennett

 
4:45pm
-
5:10pm
14-01: Judit Simon
Seminar Room 2-1

Chair: Judit Simon

 

Tendencies of Health Care Services - Based on the "Community Health Experience Model"

Presenter: Judit Simon

Authors: Judit Simon, Zoltán Lantos

14-03: Chia-Lin Lee
Seminar Room 2-3

Chair: Chia-Lin Lee

 

Consumer Evaluation of Co-branded Services: the Importance of Bundling Effect

Presenter: Chia-Lin Lee

Authors: Chia-Lin Lee

14-05: Paula Dootson
Seminar Room 2-5

Chair: Paula Dootson

 

Stealing from Robots in Service Roles

Presenter: Paula Dootson

Authors: Paula Dootson, Kate Letheren

14-06: Velitchka Kaltcheva
Seminar Room 2-6

Chair: Velitchka Kaltcheva

 

Marginal Upselling: An Empirical Investigation in the Perishable Service Industry

Presenter: Velitchka Kaltcheva

Authors: Aidin Namin, Velitchka Kaltcheva, Dinesh K Gauri

14-12: Franziska Maria Bongers
Seminar Room 3-7
 

Exploring Salesperson Solution Involvement in Business-to-Business Markets

Presenter: Franziska Maria Bongers

Authors: Franziska Maria Bongers, Gloria Kinateder, Jan Hendrik Schumann, Dirk Totzek

 
5:30pm
-
6:15pm
Bus service from conference venue to Singapore River
6:15pm
-
7:30pm
Singapore River Cruise
7:30pm
-
10:00pm
Social Dinner
Asian Civilisations Museum
Date: Sunday, 21/Jul/2019
8:30am
-
9:15am
Keynote 09: Avi Liran
HSS Auditorium
 

Delightful Employee Experiences

Presenter: Avi Liran

Authors: Avi Liran

9:15am
-
10:00am
Keynote 10: Anat Rafaeli
HSS Auditorium
 

Emotion in Service Operations: New Technological Opportunities

Presenter: Anat Rafaeli

Authors: Anat Rafaeli

10:00am
-
10:30am
Break
MRB Atrium
10:30am
-
10:55am
15-02: Peter O'Connor
Seminar Room 2-2

Chair: Peter O'Connor

 

Brandjacking and the Hotel Sector – Fact or Fiction?

Presenter: Peter O'Connor

Authors: Peter O'Connor

15-03: Martin Paul Fritze
Seminar Room 2-3

Chair: Eleonora Pantano

 

Luxury Services

Presenter: Martin Paul Fritze

Authors: Martin Paul Fritze, Jonas Holmqvist, Jochen Wirtz

15-04: Kentaro Watanabe
Seminar Room 2-4
 

Shaping the Global Network for Technology-Assisted Welfare Service Systems

Presenter: Kentaro Watanabe

Authors: Kentaro Watanabe, Marketta Niemelä, Masaaki Mochimaru

15-05: Dee Warmath
Seminar Room 2-5

Chair: Dee Warmath

 

For the Love of the Game: Intrinsic Motivation as a Source of Demand for a Voluntary Need-Based Service

Presenter: Dee Warmath

Authors: Dee Warmath, Susan Myrden, Andrew Winterstein

11:00am
-
11:25am
16-02: Sareeyapon Prasertsri
Seminar Room 2-2

Chair: Peter O'Connor

 

Alliance Orientation and Service Innovation Effect to Business Firm Performance. Case Study of SMEs Hotel in Phitsanulok, Thailand

Presenter: Sareeyapon Prasertsri

Authors: Sareeyapon Prasertsri, Laphasrada Changkaew

16-03: Eleonora Pantano
Seminar Room 2-3

Chair: Eleonora Pantano

 

From Artificial Intelligence to Service Intelligence: Evidence from Luxury Department Stores

Presenter: Eleonora Pantano

Authors: Eleonora Pantano, Nikolaos Stylos

16-05: Johan Högberg
Seminar Room 2-5

Chair: Dee Warmath

 

Gameful Experience Questionnaire: Measuring the Gamefulness of Service Use

Presenter: Johan Högberg

Authors: Johan Högberg, Juho Hamari, Erik Wästlund

 
11:30am
-
12:15pm
Keynote Panel: Paul Jones, Ron Kaufman, Jochen Wirtz
HSS Auditorium
 

Staging a Service Revolution: Turnaround, Innovation & Differentiation

Presenter: Keynote Panel

Authors: Paul Jones, Ron Kaufman, Jochen Wirtz

12:15pm
-
1:15pm
Lunch & End of Conference
MRB Atrium

 
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