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 2-4
Date: Friday, 19/Jul/2019
10:30am
-
10:55am
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

11:00am
-
11:25am
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

11:30am
-
11:55am
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

3:15pm
-
3:40pm
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

3:45pm
-
4:10pm
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

4:15pm
-
4:40pm
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

4:45pm
-
5:10pm
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

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

11:00am
-
11:25am
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

11:30am
-
11:55am
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

3:15pm
-
3:40pm
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

3:45pm
-
4:10pm
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

4:15pm
-
4:40pm
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

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


 
Contact and Legal Notice · Contact Address:
Privacy Statement · Conference: Frontiers 2019
Conference Software - ConfTool Pro 2.6.129
© 2001 - 2019 by Dr. H. Weinreich, Hamburg, Germany