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).

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Session Overview
Seminar Room 2-1
Date: Friday, 19/Jul/2019
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

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

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

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

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

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

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

Date: Saturday, 20/Jul/2019
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

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

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

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

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

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

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


 
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