Conference Agenda

Session Overview
Seminar Room 2-5
 
Date: Friday, 19/Jul/2019
10:30am
-
10:55am
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

11:00am
-
11:25am
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

3:15pm
-
3:40pm
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

3:45pm
-
4:10pm
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

4:15pm
-
4:40pm
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

4:45pm
-
5:10pm
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


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

11:00am
-
11:25am
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

11:30am
-
11:55am
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

3:15pm
-
3:40pm
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

3:45pm
-
4:10pm
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

4:15pm
-
4:40pm
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

4:45pm
-
5:10pm
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


 
Date: Sunday, 21/Jul/2019
10:30am
-
10:55am
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
16-05: 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