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 2-3
Date: Friday, 19/Jul/2019
10:30am
-
10:55am
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

11:00am
-
11:25am
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

11:30am
-
11:55am
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

3:15pm
-
3:40pm
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

3:45pm
-
4:10pm
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

4:15pm
-
4:40pm
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

4:45pm
-
5:10pm
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

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

11:00am
-
11:25am
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

11:30am
-
11:55am
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

3:15pm
-
3:40pm
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

3:45pm
-
4:10pm
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

4:15pm
-
4:40pm
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

4:45pm
-
5:10pm
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

Date: Sunday, 21/Jul/2019
10:30am
-
10:55am
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

11:00am
-
11:25am
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


 
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