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
Seminar Room 2-2
Date: Friday, 19/Jul/2019
10:30am
-
10:55am
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

11:00am
-
11:25am
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

11:30am
-
11:55am
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

3:15pm
-
3:40pm
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

3:45pm
-
4:10pm
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

4:15pm
-
4:40pm
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

4:45pm
-
5:10pm
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

Date: Saturday, 20/Jul/2019
10:30am
-
10:55am
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

11:00am
-
11:25am
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

11:30am
-
11:55am
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

3:15pm
-
3:40pm
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

3:45pm
-
4:10pm
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

4:15pm
-
4:40pm
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

Date: Sunday, 21/Jul/2019
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

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


 
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