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2007 Conference Presentations
Plenary
♦ Concurrent
♦ Succeeding
through Service Innovation
Plenary Presentations
Conference Welcome
“Innovating for the New Consumers,” Mark Jones, Leader for
Service Design and Innovation Practice, IDEO, USA
Panel Discussants: Shelley Evenson (Carnegie Mellon University, USA), Bo Edvardsson (Karlstad University, Sweden)
Thanks to
our conference sponsors and contributors:
“Rating Recommendations: The Good, The Bad and The Ugly”
Michel Wedel, PepsiCo Professor of Consumer Science, University of Maryland, USA
Panel Discussants: Wayne Hodgins (Autodesk Inc., USA), Sajeev Varki (University of South Florida, USA)
“Opportunities for Innovation in Technology Services” JB Wood,
President & Chief Executive Officer, Service & Support Professionals
Association (SSPA), Technology Professional Services Association (TPSA),
Association for Services Management International (AFSMI), Service Research
& Innovation Initiative (SRII), Electronics Supply Chain Association (ESCA),
USA
Panel Discussants: Doug Morse (Oracle, USA), Roland Rust (University of Maryland, USA)
“Next Generation Voice of the Customer Programs: Moving from
Customer Listening to Customer Dialogues” Kimarie Matthews, Vice President
of Market Research/Strategy for Online Services, Wells Fargo Bank Internet
Services Group, USA
Panel Discussants: Mary Jo Bitner (Arizona State University, USA), Christof Weinhardt (University of Karlsruhe, Germany)
“Leveraging your IT Investment using Business Intelligence”
Tom Cook, Chief Executive Officer, TCI, USA
Panel Discussants: Brenda
Dietrich (IBM T J Watson Research Center, USA), Rogelio Oliva (Texas A&M University, USA)
“Service
Innovation and Company Profit” Joe Pinto, Senior Vice President for Customer
Advocacy, Cisco Systems, Inc., USA
Panel Discussants: Jim Spohrer (IBM Almaden Research Center, USA), Jochen Wirtz, (National University of Singapore, Singapore)
Conference Close and Final Request for Feedback on Cambridge SSME
Discussion Document http://www.ifm.eng.cam.ac.uk/ssme/
(Nov. 30 is the deadline
for your feedback to be acknowledged in the final white paper that will be
broadly distributed)
back to
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Concurrent Presentations
“The Design Lens: Comparing Different Stakeholder’s Quality
Assessment of Servicescapes,” Mellie Pullman, Portland State University, USA
and Dina Zemke, Cornell University, USA
“Pitching a Big Tent for Service Knowledge: Arguments for a
Pluralistic Approach,” Roger Epworth, University of New England, Australia,
Raymond P. Fisk, Texas State University – San Marcos, USA, and Michael J. Dorsch
and Stephen J. Grove, Clemson University, USA
“Prerequisites for the Transition to Services within the
Manufacturing Business,” Esko Penttinen, Helsinki School of Economics,
Finland
“Exploring Customer Rage in Failed Service Encounters Across
East-West Cultures,” Paul G. Patterson, University of New South Wales,
Australia, Janet McColl-Kennedy, University of Queensland, Australia, Amy K.
Smith, George Washington University, USA and Zhi Li, Fudan University, China
“When Customers Always Co-Create Value, What Do Firms Sell?,”
Stefan Michel, Thunderbird, School of Global Management, USA, Stephen W. Brown,
Arizona State University, USA, and Stephen L. Vargo, University of Hawaii at
Manoa, USA
“Educating Students for the Service Economy: An Undergraduate
Curriculum in Service Systems Engineering,” Leonard J. Bohmann, Dana
Johnson, Kris Mattila, Sheryl Sorby and John Sutherland, Michigan Tech
University, USA
“The Effect of Service Provider Visibility on Consumers,” Anja
Reimer and A. Parasuraman, University of Miami, USA
“Optimal Service Rules in the Presence of Learning and
Forgetting,” Geoff Ryder and Kevin Ross, University of California - Santa
Cruz, USA
“Meeting the Challenges of Service Science Management and
Education in the New York City Area: An Inter-disciplinary Initiative,”
Emmanuelle Vaast, Mohammed Ghriga and Christopher League, Long Island
University, USA, and Craig Nygard, IBM, USA
“Will the Frog Change into a Prince?: Predicting Future Customer
Profitability,” Roland Rust, University of Maryland, USA, V. Kumar,
University of Connecticut, USA, and Rajkumar Venkatesan, University of Virginia,
USA
“Convergence of Advertising and Publicity in Web 2.0,” Dejan
Verèiè, Pristop d.o.o., Slovenia, and Ana Tkalac Verèiè, University of Zagreb,
Croatia
“The Adoption of Technology-Based Customer Complaining,” Tor
W. Andreassen, BI Norwegian School of Management, Norway, Ko de Ruyter and
Sandra Streukens, University of Maastricht, The Netherlands
“Assessing the Impact of Positive Word-of-Mouth on its Sender: An
Experimental Study in the Service Industry,” Sabrina Helm, University of
Witten/Herdecke, Germany and Ina Garnefeld and Andreas Eggert, University of
Paderborrn, Germany
“Service Innovation Using Design Patterns,” Robert J. Glushko,
University of California – Berkeley, USA
“Managing Customer Experiences: Perspectives on the Temporal
Aspects of Service Encounters,” Paulo Rocha e Oliveira, IESE Business
School, Spain, Gabriel Bitran Massachusetts Institute of Technology, USA, and
Juan Carlos Ferrer, Pontificia Universidad Catolica de Chile, Chile
“Comparative Analysis of the Russian IT Services Market.
Scenarios, Tendencies and Recommendations,” Katerina Frolovicheva, IBM EE/A,
Russia Systems and Technology Laboratory, Russia and Tatiana Leonova and Natalia
Altuhova, State University of Management, Russia
“A Study on Referral Reward Programs: Effects of Incentives,
Metaperception and Tie Strength on Recommendation Behavior,” Jochen Wirtz,
and Siok Kuan Tambyah NUS Business School, Singapore, and Patricia Chew, SIM
University, Singapore
“Integrating Management and Engineering Perspectives into Service
Design,” Lia Patrício and João Falcão e Cunha, Faculdade de Engenharia da
Universidade do Porto, Portugal, and Raymond P. Fisk, Texas State University –
San Marcos, USA
“IT-enabled Services in Taiwan,” Raymund J. Lin, Institute for
Information Industry, Taiwan
“Towards a New Understanding of Interactive and
Technology-Mediated Service Scenarios,” Nancy V. Wuenderlich and Florian v.
Wangenheim, Technical University of Munich, Germany
“Getting Over It: A Forgiveness Perspective,” Michael J.
Howley Jr., Drexel University, USA, and Stephen W. Brown and James C. Ward,
Arizona State University, USA
“Use of Customer Rituals by Service Firms with High versus Low
Entrepreneurial Orientation,” Cele Otnes, Behice Ece Ilhan and Atul
Kulkarni, University of Illinois at Urbana-Champaign, USA
“Bringing Services Theory and Methods to Online Service
Applications,” Claudio Pinhanez, IBM TJ Watson Research Center, USA
“The Impact of Service Failure on Customer Trust, Value and
Loyalty in Relational Exchange,” Roderick J. Brodie and Laszlo Sajtos,
University of Auckland, New Zealand, and James Whittome, Research International,
New Zealand
“Developing Operational Understanding Service Quality through a
Simulation Environment,” Rogelio Oliva, Texas A&M University, USA,
Michael Bean, Forio Business Simulation, USA
“The DNA of Service Systems,” Steven Alter, University of San
Francisco, USA
“Component Business Modeling for Effective Enterprise Risk
Management,” Fabiana Fournier and Amit Fisher, IBM Haifa Research Lab,
Israel
“Individual Differences in Perceptions of Service Failure and
Recovery: The Role of Race and Discriminatory Bias,” Thomas L. Baker,
Clemson University, USA and Tracy Meyer, University of North Carolina
Wilmington, USA
“Implications of TOC on TCE Sourcing-based Decision,” Priscila
Ferraz Soares and Heitor Mansur Caulliraux, Federal University of Rio de
Janeiro, Brazil, and Daniel Pacheco Lacerda and Luis Henrique Rodrigues,
UNISINOS University, Brazil
“Virtual Service Delivery Centers,” Ehud D. Karnin and Eugene
Walach, IBM Research, Israel
“Internet as a Tool for Marketing Communication: The Case of
Scientific & Research Institutions in Croatia,” Dubravka Sincic and
Tomislav Coric, University of Zagreb, Croatia
“Services Made in Japan: Challenges for Internationalizing Value
Co-Creation Process,” Yoshinori Fujikawa, Hitotsubashi University, Japan
“The Paradox of Customer Education in Professional Services,” Simon J. Bell and Omar Merlo, University of Cambridge, United Kingdom, and
Andreas B. Eisingerich, University of Southern California, USA
“Service Excellence in Government: A Constituent-Centered Model,” Curtis Clark, IBM Public Sector, USA, Janet Wagner and P.K. Kannan,
University of Maryland, USA, and Sabine Möller, WHU – Otto Beisheim School of
Management, Germany
“Strategic Factors of Service Innovation: Evidence from a 50-cases
Study in Italy,” Marco Paiola, University of Padova, Italy, Roberta
Sebastiani, Università Cattolica Italy, and Enzo Rullani, Università Cà Foscari,
Italy
“How Delightful! Non-Linearity in Relationships between e-Service
Quality, Satisfaction, Delight, and Behavioral Intentions,” Adam Finn,
University of Alberta, Canada
“Designing for Service Systems,” Lindsay Tabas, University of
California - Berkeley, USA
“Global Service Economy: Macro Trends and their Implications,” Christopher Lovelock, Yale University, USA and Jochen Wirtz, National
University of Singapore, Singapore
“The Effects of External Equity on Satisfaction with Service
Recovery: The Moderating Role of Loyalty Program Membership,” Olivier
Morrisson, Université de Lyon III, France and John W. Huppertz, Union Graduate
College, USA
“Servicing for the Future,” Alain Biem, IBM Research, USA
“Service Quality in the Motor Industry in South Africa,” Adele
Berndt, University of Johannesburg, South Africa
“Is there a Country-of-Service Preference Phenomenon?” Shawn
Thelen, Hofstra University, USA, Thomas P. Murphy, Millennium Pharmaceuticals,
USA and Earl D. Honeycutt, Jr., Elon University, USA
“Model-based Business Transformation for Engineering Services,” Moises Cases, Bhyrav Mutnury and Candice Coletrane, IBM, USA and William
Rouse and Douglas Bodner, Georgia Institute of Technology, USA
“Creating Organizational Dynamics for Service Excellence,” Greg Oxton, Consortium for Service Innovation, USA
“Service Supply Chain Outsourcing Contracts Under Information
Asymmetry,” Edieal Pinker and Sameer Hasija, University of Rochester, USA
and Robert Shumsky, Dartmouth College, USA
“Customer Convergence: Patients, Physicians, and Employee Share in
the Experience and Evaluation of Healthcare Quality,” Robert J. Wolosin,
Paul Alexander Clark, and Goran Gavran , Press Ganey Associates, Inc., USA
“Services-Led Industrialization in India: Assessment and Lessons,” Nirvikar Singh, University of California, Santa Cruz, USA
“B2B Offshore Outsourcing Of Services: Buyer-Seller
Relationships,” Wendy L. Tate, University of Tennessee, USA, Lisa M. Ellram,
Colorado State University, USA and Stephen W. Brown, Arizona State University,
USA
“Using Organizational Simulation to Support Service Business
Transformation,” Doug Bodner and William Rouse, Georgia Institute of
Technology, USA and Bhyrav Mutnury, Moises Cases, and Candice Coletrane, IBM,
USA
“Performance and Drivers in the Life Insurance Industry: Evidence
from a Census Study in Thailand,” Mayuree Aryupong, Assumption University,
Thailand and Pipop Udorn, Thammasat University, Thailand
“Service Arts: Broadening the Services Field,” Raymond P.
Fisk, Texas State University - San Marcos, USA, Stephen J. Grove, Clemson
University, USA, Aidan Daly, National University of Ireland, Galway, Ireland,
and Walter Ganz, Fraunhofer Institut IAO, Germany
“Lessons from a Service Innovation in the Consulting
Industry,” Sara Moulton Reger, IBM Research, USA
“The Costs Employees Pay for Encountering Angry Customers,”
Anat Rafaeli, Shy Ravid and Rellie Derfler, Technion - Israel Institute of
Technology, Israel
“Relationship Initiation in Business-to-business Professional
Services,” Bo Edvardsson, Karlstad University, Sweden, Maria
Holmlund-Rytkönen and Tore Strandvik, Hanken, CERS, Finland
“The Hidden Benefit of Complaining: Your Loyal Customers May Be
Your Most Active Complainers,” Sajeev Varki, University of South Florida,
USA and Christy Ashley, Fairfield University, USA
“The Impact of Service Literature on Marketing Research: A
Co-citation Analysis of the Discipline Over Time,” Werner Kunz,
Humboldt-University Berlin, Germany and Jens Hogreve, University of Hagen,
Germany
“Servitization in Manufacturing Companies: A Conceptualization,
Critical Review, and Research Agenda,” Guangjie Ren and Mike Gregory,
University of Cambridge, United Kingdom
“Foundations of Resource-Integration Theory: Toward an S-D Logic
Informed Theory of the Market” Stephen L. Vargo, University of Hawai'i at
Manoa, USA
“ServLab: A Laboratory for Simulating and Testing New Service
Concepts,” Thomas Meiren and Christian van Husen, Fraunhofer Institute for
Industrial Engineering, Germany, and Reuven Karni, Shenkar College of
Engineering and Design, Israel
“'Service Science' for Service Innovation Management,” Akio
Kameoka, Japan Advanced Institute of Science and Technology, Japan and Tetsuro
Fujiwara, Tiffany & Co. Japan, Inc., Japan
“Modeling Productivity and Performance Growth in Labor-based,
Custom Services Firms,” Matthew Denesuk, IBM, USA
“Forecasting Demand in Large Print Shops,” John C. Handley,
Sudhendu Rai and Siddhartha R. Dalal, Xerox Research Center Webster, USA
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