2018

10th SERVSIG Conference

Opportunities for Services in a

Challenging World

June 14 – June 16, 2018

Paris

Organized by Hosted by

WELCOME TO THE 10TH SERVSIG CONFERENCE

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Dear colleagues,

We are proud to host the 10th SERVSIG conference, taking

place at IÉSEG School of Management’s Paris campus,

situated within the Grande Arche of La Défense, in sight of the

Arc de Triomphe. This will be a festive conference edition in

which both the 25th anniversary of SERVSIG and the 10th

SERVSIG conference will be celebrated.

We are excited to present this program of papers and

events to you this week. It includes two plenary sessions and

63 concurrent sessions, among which there are seven special

sessions and a SERVSIG Best Dissertation Award session.

During the welcome session, Ray Fisk, Professor and Chair of

the Department of Marketing, at Texas State University, founder

of the AMA Service Special Interest Group (SERVSIG) will

present a communication entitled “Celebrating SERVSIG’s 25th

Year and 10th SERVSIG Conference: A History”. Topics of our

plenary sessions are “Improving service experiences through

digitalization and big data” and “Priorities in service research”

which will be moderated by Professors Werner Kunz, Associate

Professor of Marketing at the University of Massachusetts

Boston, SERVSIG board member and Lerzan Aksoy, Professor

of Marketing at Fordham University, co-Chair of SERVSIG.

In addition to these two special sessions, the conference will

also give participants the opportunity to exchange ideas about

themes, such as customer experience, customer engagement,

value co-creation, customer misbehavior, big data in services,

technology in services, service operation management and

supply chains, new analytical approaches in service research.

Furthermore, the SERVSIG 2018 conference offers the

opportunity to authors to submit their papers for publication in

special issues of Journal of Service Management (JOSM) and

Journal of Service Theory and Practice (JSTP). We are grateful

to Bart Larivière, professor at Ghent University and co-chair of

SERVSIG for coordinating these special issues.

The SERVSIG 2018 conference makes a special point of

ensuring that delegates do not leave without having had a taste

of some of what the host city offers. We hope you will take time

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before and/or after the Conference to enjoy Paris. Our social

events will be held on Friday at the ‘Musée des Arts Forains’

(the Fairground Arts Museum) for the Award diner and will

culminate with Saturday night’s closing walking dinner at the

first floor of the Eiffel Tower where participants will enjoy a

wonderful view of Paris.

None of this would have been possible without the

enthusiasm and dedication of the SERVSIG board. We

particularly want to thank the co-chairs of SERVSIG Bart

Larivière and Lerzan Askoy as well as other board members,

more precisely, Ray Fisk, Werner Kunz and Lisa Brüggen for

their guidance along the conference preparation. We thank

them all very much.

Bienvenue à toutes et à tous !

On behalf of the conference committee

Nathalie Demoulin

SERVSIG 2018 Conference Chair

IÉSEG School of Management

France

CONFERENCE COMMITTEE

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CONFERENCE COMMITTEE

Nathalie Demoulin, Ph.D., HDR

Associate Professor of Marketing,

IÉSEG School of Management

Conference Chair, Scientific and organizing

committee

Elke Cabooter, Ph.D

Assistant Professor of Marketing

IÉSEG School of Management

Scientific committee

Ruben Chumpitaz, Ph.D., HDR

Full Professor of Marketing,

IÉSEG School of Management

Scientific committee

Mekhail Mustak, Ph.D

Post-Doctoral Researcher

IÉSEG School of Management

Scientific committee

Nicholas Paparoidamis, Ph.D., HDR

Full Professor of Marketing,

NEOMA Business School

Scientific committee

Céline Le Suün

Local Conference Coordinator,

IÉSEG School of Management

Organizing committee

SERVSIG BOARD MEMBERS

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SERVSIG BOARD MEMBERS

Bart Larivière, Co-Chair

Ghent University

Lerzan Aksoy, Co-Chair

Fordham University

Ray Fisk, Legacy Officer &

SERVSIG Conference Curator

Texas State University – San

Marcos

Werner Kunz, Communication &

Community Development Officer

University of Massachusetts

Lisa Brüggen, Officer for Europe

Maastricht University

Yany Gregoire, Co-Mentoring

Officer

HEC Montreal

SERVSIG BOARD MEMBERS

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Martin Mende, Programs Officer & Officer

for the Americas

Florida State University

Linda Nasr, Electronic Media Officer

Texas State University – San Marcos.

Tom Chen, Officer for Australasia

Newcastle University

Ming-Hui Huang, Officer for Asia

National Taiwan University

Sertan Kabadayi, Treasurer Fordham University Stephanie Noble, Co-Mentoring Officer University of Tennessee

TRACK CHAIRS

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2018 SERVSIG CONFERENCE

TRACK CHAIRS

Plenary Session: Improving Service Experience through

Digitalization and Big Data

Werner Kunz, University of Massachusetts Boston, United States

Special Session I: The Feasibility of Virtual Doctor

Appointments in a Nutshell

Anne Schmitz, Universidad Autónoma de Madrid, Spain

Special Session II: Distance Frontline Employee – Customer

Relationships: Towards a new Concept of Proximity in the

Banking and Insurance Industries

Dalla Pozza Ilaria, IPAG Business School, France

B2B – Services Networks

Jonas Holmqvist, KEDGE Business School, France

Consumer Behavior in Services I

Alex Bolinger, Idaho State University, United States

Customer Engagement I,

Teresa Fernandes, University of Porto, Portugal

Customer Experience I

Sheila Malone, Lancaster University, United Kingdom

Customer MisBehavior

Hannah Snyder, BI - Norwegian School of Business, Norway

Big Data Enabled Services

Linda Nasr, Texas State University, United States

Healthcare Service

Paul Patterson, School of Marketing, UNSW Sydney, Australia

Service Dominant Logic Sertan Kabadayi, Fordham University, United states

TRACK CHAIRS

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Service solutions and mobile applications Mellina Terres, Federal University of Health Sciences of Porto Alegre, Brazil Special Session: Service Thinking: Perspectives and Applications Russell-Bennett Rebekah, Queensland University of Technology, Australia SERVSIG Best Dissertation Award Thomas Baker, University of Alabama, United States Big Data - Customer Experience Höykinpuro Ritva, Unviversity of Tampere, Faculty of Management, Finland

Value Co-creation I Javier Reynoso, EGADE Business School – Tecnologico de Monterrey, Mexico Customer Experience II Lerzan Aksoy, Fordham University, United States Customer Engagement II Elina Jaakkola, University of Turku, Finland Public and Non-Profit Services Carolina Camén, Chalmers University of Technology - Karlstad University, Sweden Service Employees I Liliana Bove, The University of Melbourne, Australia Norms in Services Hong Yuan, University of Oregon, United States Service Operation Management and Supply Chains I Cansu Yildirim, Dokuz Eylül University, Turkey Special session. Special Session: Brave New World: Robots in the Service Front Line Werner Kunz, University of Massachusetts Boston, United States

TRACK CHAIRS

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Branding and Service Communications I Aron O'Cass, Macquarie University, Australia Customer Experience in Services I Carolin Plewa, The University of Adelaide, Australia Digital Services - Platform Services Silke Bartsch, Ludwig-Maximilians-University Munich, Germany New Analytical Approaches in Service Research I Gys-Walt van Egdom, Zuyd University Maastricht, Netherlands Service Empoyees II Olivier Furrer, University of Fribourg, Switzerland Service Experience Matthew Alexander, University of Strathclyde, United Kingdom Service Failure and Recovery I Carol Azab, Stetson University, United States Transformative and Health Services I Mark Rosenbaum, University of South Carolina, United States Transformation in Services Rebecca Russel-Bennett, Queensland University of Technology, Australia Customer Experience and Value Gauri Laud, University of Tasmania, Australia Special session. Money Matters: Consumer Financial Well Being Today and Tomorrow Elisabeth Bruggen, Maastricht University, Netherlands Branding and Service Communication II Lina Xiong, Colorado State University, United States New Analytical Approaches in Service Research II Martin Paul Fritze, University of Cologne, Germany Customer Participation Marion Büttgen, University of Hohenheim, Germany

TRACK CHAIRS

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Service Design and Service Innovation Loic Plé, IÉSEG School of Management, France Service Failure and Recovery II Pascal Güntürkün, Vienna University of Economics and Business, Austria Service Operation Management and Supply Chains II Arni Halldorsson, Chalmers University of Technology, Sweden Service Relationships I J.Chris Lin, National Taiwan University, Taiwan Customer Experience II Frédéric Ponsignon, KEDGE Business School, France Transformative and Health Services II Leena Aarikka-Stenroos, Tampere University of Technology, Finland Special Session. Growing Services in base-of-the pyramid markets Heiko Gebauer, Linköping University, Switzerland Big Data Smart Services Bo Edvardsson, Service Research Center – Karlstad University, Sweden Tourism Services Martina Gallarza, Valencia University, Spain Customer Experience IV Nathalie Demoulin, IÉSEG School of Management, France Post-Purchase Phase Chatura Ranaweera, Wilfrid Laurier University, Lazaridis School of Business, Canada Service Failure and Recovery III Stan Maklan, Cranfield University, United Kingdom Service Innovation - Customer Experience Per Skålén, Service Research Center, Karlstad University, Sweden

TRACK CHAIRS

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Service Relationships II Hongwei He, University of Manchester, United Kingdom Serviscape and Service Environments Athinodoros Chronis, California State University, Stanislaus, United States Transformative and Health Services III German Ramirez Contreras, Externado University, Colombia Plenary Session: Priorities in Service Research. Lerzan Aksoy, Fordham University, United States Customer Experience in Service II Aiden Daly, National College of Ireland, Ireland Digital Services - Artificial Intelligence Valtteri Kaartemo, University of Turku, Finland Digital Services - Social Media Paul Harrigan, The University of Western Australia, Australia Service Innovation - An Organizational View Ingo O. Karpen, Royal Melbourne Institute of Technology, Australia Consumer Behavior in Services II Jim Salas, Pepperdine University, United States Service Failure and Recovery IV Yelena Tsarenko, Monash University, Australia Service Networks and Systems Jens Poeppelbuss, Ruhr-Universität Bochum, Germany Value Co-Creation II Stephane Thion, Université Toulouse 1 Capitole, France

THURSDAY, 17:00 – 18:00

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DAILY HIGHLIGHTS • Thursday, June 14, 2018 17:00 Registration, La Grande Arche Reception

GB45

18:00 – 20:00 Welcome Reception La Grande Arche

GB44

FRIDAY, 08:30 – 10:15

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DAILY HIGHLIGHTS • Friday, June 15, 2018

08:00 – 17:00 Registration, La Grande Arche Reception

GB45

08:30 – 10:15 Welcome + Plenary Session: Improving

Service Experience through Digitalization and Big Data

GR11

10:15 – 10:45 Coffee Break

GB45

10:45 – 12:15 Sessions 1A to 1K

12:15 – 13:30 Lunch Break

GB44

12:15 – 13:30 Editorial Board meeting: Journal of

Service Theory and Practice GR20 (invite only)

13:30 – 15:00 Sessions 2A to 2J

15:00 – 15:30 Coffee Break

GB45

15:30 – 17:00 Sessions 3A to 3K

19:00 – 01:00 Gala Dinner: Musée des Arts Forains

Friday, June 15, 08:30 - 10:15

Welcome Speakers: Nathalie Demoulin, Associate Professor IESEG School of Management, SERVSIG 2018 conference chair Jean-Philippe Ammeux, General Director of IESEG School of Management. Ray Fisk, Professor and Chair of the Department of Marketing, at Texas State University, founder of the AMA Services Marketing Special Interest Group (SERVSIG) will present a paper entitled “Celebrating SERVSIG’s 25th Year and 10th SERVSIG

Conference: A History”

FRIDAY, 08:30 – 10:15

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Plenary Session: Improving Service Experience through Digitalization and Big Data. Room: GR11 Session Chair: Werner Kunz, University of Massachusetts

Boston, United States

CEOs around the globe list managing customer experience as one of their top priorities. Digitalization and big data have opened up the opportunities to better understand the customers and create superior experiences through improved personalization, faster response time, higher engagement and enhanced targeted marketing practices. In this plenary session, both industry experts and academics will shed light on how digitalization and big data can improve service experiences, and discuss the possibilities of research in this novel field. Speakers: Arne De Keyser, EDHEC Business School, France Peter Ruchatz, CEO Meteo group, Brussels, Belgium Marianna Sigala, University of South Australia, Australia Biographies of the Speakers: Arne De Keyser is assistant Professor of Marketing at EDHEC Business School. Prior to joining EDHEC, he was member of the Center for Service Intelligence (Ghent University – Belgium) and a visiting researcher at Boston College (USA). His research focuses on customer experience, service management and multichannel marketing management. Amongst others, his research has been published in the International Journal of Research in Marketing, Journal of Business Research, Journal of Service Management and Journal of Service Theory and Practice and was awarded with multiple recognitions, including the SERVSIG Best Dissertation Award. Peter Ruchatz currently serves as MeteoGroup's Chief product and marketing officer, building out the product portfolio and driving the positioning and marketing of the world's largest vendor of advanced Applications and Data around weather. Peter has over 20 years’ experience in B2B technology product management and marketing from international leadership positions in the Software and IT- Industry. Peter joined MeteoGroup from Veeam software, where he was CMO positioning the brand for an enterprise audience and accelerating digital demand generation helping double the

FRIDAY, 08:30 – 10:15

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business to $600M within 3 years. Prior to Veeam, he was VP Marketing at Salesforce.com and held product and marketing leadership roles at Microsoft for the business applications division. Earlier in his career, he served as Gft.com’s software division head. He also held strategic management-consulting roles at the Boston Consulting Group. Marianna Sigala is Professor of Tourism and Director of the Centre for Tourism & Leisure Management at the University of South Australia. She is a well-published authority in the fields of information technologies and service management in tourism and hospitality. She has professional experience in the tourism sector, while she has also contributed to numerous international research projects including projects for the EU and the Council of Europe. She is currently the co-editor of the Journal of Service Theory & Practice and the Editor-In-Chief of the Journal of Hospitality & Tourism Management. In 2016, she received the prestigious EuroCHRIE Presidents’ Award for her lifetime achievements to tourism and hospitality education.

FRIDAY, 10:45 – 12:15

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Friday, June 15, 10:45 - 12:15

Session 1A. Special Session I: The Feasibility of Virtual Doctor Appointments in a Nutshell Room: GB17 Session Chair: Anne Schmitz, Universidad Autónoma de

Madrid, Spain

The Feasibility of Virtual Doctor Appointments in a Nutshell Anna Schmitz, Universidad Autónoma de Madrid, Spain Ana M. Díaz-Martín, Universidad Autónoma de Madrid, Spain María-Jesús Yagüe-Guillén, Universidad Autónoma de Madrid, Spain

Session 1B. Special Session II: Distance Frontline Employee -

Customer Relationships: Towards a new Concept of

Proximity in the Banking and Insurance Industries

Room: GR01 Session Chair: Dalla Pozza Ilaria, IPAG Business School,

France

Distance Frontline Employee - Customer Relationships: Towards a new Concept of Proximity in the Banking and Insurance Industries Dalla Pozza Ilaria, IPAG Business School, France Raphael Krivine, Director of Customer Relations & New Projects at AXA Banque, France Karim Zemouli, Director of Innovation & Customer Experience at Natixis Assurances (BPCE Group), France

FRIDAY, 10:45 – 12:15

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Session 1C. B2B – Services Networks Room: GB16 Session Chair: Jonas Holmqvist, KEDGE Business School,

France

Antecedents and Measurement of Industrial Service

Excellence in Manufacturing Companies

Christian Stadlmann, Upper Austrian University of Applied Science, Austria Doris Ehrlinger, Upper Austrian University of Applied Science, Austria Anna Biedersberger, University of Passau, Germany David Tempelmayr, Upper Austrian University of Applied Science, Austria Stefan Mang, University of Passau, Germany Margarethe Überwimmer, Upper Austrian University of Applied Science, Austria

Cross- An Approach to Elaborate Implicit Customer

Service Needs for B2B IT Services Offerings

João Nikhil Zope, Tata Consultancy Services, India Doji Lokku, Tata Consultancy Services, India Anand Kumar, Tata Consultancy Services, India Jose Kumar Reddypogu, Tata Consultancy Services, India

Who is the Real Value Facilitator? Facilitating value

creation in business networks

Jonas Holmqvist, KEDGE Business School, France Aurélien Timbre, Celso, France Christian Kowalkowski, Linköping University, Sweden Christian Grönroos, Hanken School of Economics, Finland

FRIDAY, 10:45 – 12:15

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Session 1D. Consumer Behavior in Services I Room: GB15 Session Chair: Alex Bolinger, Idaho State University, United

States

How service deal popularity and star rating

influence quality expectation toward online service

deals

Karen Kao, The University of Adelaide, Australia Sally Rao Hill, The University of Adelaide, Australia Indrit Troshani, The University of Adelaide, Australia Simon Kao, Fu Jen Catholic University, Taiwan

The outcome of surface acting: emotional dissonance or

self-serving attribution?

Dana Yagil, The University of Haifa, Israel

Server Crying, Explanations, and Customer Tipping Behavior

Alex Bolinger, Idaho State University, United States Tyler Burch, Idaho State University, United States

FRIDAY, 10:45 – 12:15

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Session 1E. Customer Engagement I Room: GB18 Session Chair: Teresa Fernandes, University of Porto, Portugal

Expanding the Customer Engagement Concept: The Role

of Spiritual Engagement

Kieran D. Tierney, Royal Melbourne Institute of Technology, Australia Ingo O. Karpen, Royal Melbourne Institute of Technology, Australia Jodie Conduit, University of Adelaide, Australia

Exploring the Practice of Collaborative Consumption Hugo Guyader, Linköping University, Sweden

Customer Engagement in Social Network Brand

Communities: Drivers and Impact On Brand Loyalty

Teresa Fernandes, University of Porto, Portugal Ana Castro, University of Porto, Portugal

FRIDAY, 10:45 – 12:15

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Session 1F. Customer Experience I Room: GB19 Session Chair: Sheila Malone, Lancaster University, United

Kingdom

On the definition of customer experience: Repacking old concepts? Larissa Carine Braz Becker, University of Turku, Finland

Creating positive emotional customer experience in luxury hotels Szu-Hsin Wu, Dublin City University, Ireland Yuhui Gao, Dublin City University, Ireland

Understanding the Customer Experience in Luxury Services: The Case of Ethical Tourism Sheila Malone, Lancaster University, United Kingdom Caroline Tynan, University of Nottingham, United Kingdom Sally Mckechnie, University of Nottingham, United Kingdom

FRIDAY, 10:45 – 12:15

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Session 1G. Customer MisBehavior Room: GR02 Session Chair: Hannah Snyder, BI - Norwegian School of

Business, Norway

Consumer Misbehavior in a Veterinary Service Setting Daina Nicolaou, University of Cyprus, Cyprus Christos Theoris, Warwick Business School, United Kingdom

The Haters Gonna Hate – Towards a Better Understanding

of Consumer Roles in Online Bullying

Jan Breitsohl, Kent University, United Kingdom Werner Kunz, University of Massachusetts Boston, United States

The truth, the whole truth and nothing but the truth?

Customer lies in the service encounter

Hannah Snyder, BI - Norwegian School of Business, Norway Lars Witell, Linköping University, Sweden Anders Gustafsson, Service Research Center - Karlstad University, Sweden Janet R. McColl- Kennedy, University of Queensland, Australia

FRIDAY, 10:45 – 12:15

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Session 1H. Big Data Enabled Services Room: GR03 Session Chair: Linda Nasr, Texas State University, United

States

Challenges and Approaches for Product-Service-

Transformation of SMEs

Jürg Meierhofer, ZHAW Zurich University of Applied Sciences, Switzerland

Alexa – What’s on my shopping list? Investigating

consumer perceptions of voice-controlled devices

Sven Tuzovic, Queensland University of Technology, Australia Stefanie Paluch, RWTH Aachen University, Germany

Frontline Technology Infusion: Conceptual

Archetypes and a Future Research Agenda

Arne De Keyser, EDHEC Business School, France Sarah Köcher, TU Dortmund University, Germany Linda Nasr, Texas State University, United States Jay Kandampully, Ohio State University, United States

FRIDAY, 10:45 – 12:15

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Session 1I. Healthcare Service Room: GR07 Session Chair: Paul Patterson, School of Marketing, UNSW

Sydney, Australia

The effects of passive innovation resistance on healthcare

users: An analysis of the influencing factors.

Joshua K Salawu, University of Namur, Belgium Wafa Hammedi, University of Namur, Belgium Annick Castiaux, University of Namur, Belgium Mohammad Nejad, Fordham University, United States

Does Dr. Google Help? Patients’ Online Health Information Search Marta Lara-Quintanilla, HEC - Liege (University of Liege), Belgium Zelal Ates, TH Köln – Cologne University of Technology, Arts and Sciences, Germany Lola C. Duque, University Carlos III of Madrid, Spain Jan H. Schumann, University of Passau, Germany Marion Büttgen, University of Hohenheim, Germany

The Impact of Communications Style on Client Psychological Comfort in Healthcare Services Paul Patterson, School of Marketing, UNSW Sydney, Australia Rawi Roongruangsee, Faculty of Business Administration, Chiang Mai University,Thailand

FRIDAY, 10:45 – 12:15

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Session 1J. Service Dominant Logic Room: GR08 Session Chair: Sertan Kabadayi, Fordham University, United

States

Value Co-Destruction Consequences of Contextualized

Interactions Between Online and Offline Deviant

Behaviors: An Ecosystemic View

Loïc Plé, IÉSEG School of Management, France Catherine Demangeot, IÉSEG School of Management, France

A Scaling Up Framework for Innovative Service

Ecosystems: Lessons from Eataly and KidZania

Laura Di Pietro, Department of Business Studies - University of Roma Tre, Italy Bo Edvardsson, Service Research Center – Karlstad University, Sweden Javier Reynoso, EGADE Business School – Tecnologico de Monterrey, Mexico Maria Francesca Renzi, Department of Business Studies - University of Roma Tre, Italy Martina Toni, Department of Business Studies - University of Roma Tre, Italy Roberta Guglielmetti Mugion, Department of Business Studies - University of Roma Tre, Italy

Delving into the role of different resources for value

creation in the internal market

Achilleas Boukis, University of Sussex, United Kingdom Sertan Kabadayi, Fordham University, United states

FRIDAY, 10:45 – 12:15

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Session 1K. Service solutions and mobile applications Room: GB20 Session Chair: Mellina Terres, Federal University of Health

Sciences of Porto Alegre, Brazil

Service solutions in professional services – a study of law

firms in Poland

Marek Gnusowski, Poznan University of Economics and Business, Poland Kristina Heinonen, Poznan University of Economics and Business, Poland Johanna Frösén, Hanken, Finland

So close yet so far? The impact of mobile app usage on

psychological distance

Christoph Schmitz, Ludwig-Maximilians-University Munich, Germany Silke Bartsch, Ludwig-Maximilians-University Munich, Germany

The importance of colors on trust: how colors influence on

service mobile applications?

Mellina Terres, Federal University of Health Sciences of Porto Alegre, Brazil Leonardo Nicolao, Universidade Federal do Rio Grande do Sul, Brazil Márcia Herter, Escola Superior de Propaganda e Marketing – ESPM, Brazil Diego Costa Pinto, Universidade Nova de Lisboa, Portugal

FRIDAY, 13:30 – 15:00

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Friday, June 15, 12:15 - 13:30

Lunch Room: GB44

Friday, June 15, 13:30 - 15:00

Session 2A. Special Session: Service Thinking: Perspectives and Applications Room: GR01 Session Chair: Russell-Bennett Rebekah, Queensland

University of Technology, Australia

Service Thinking: Perspectives and Applications Rebekah Russell-Bennett, Queensland University of Technology, United States Josephine Previte, University of Queensland, Australia Ray Fisk, Texas State University, United States Linda Nasr, Texas State University, United States Sidney Anderson, Texas State University, United States Steven Rayburn, Texas State University, United States

FRIDAY, 13:30 – 15:00

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Session 2B. SERVSIG Best Dissertation Award Room: GB17 Session Chair: Thomas Baker, University of Alabama, United

States

New perspectives on customer experience in service recovery Leonhard Mandl, Catholic University of Eichstaett – Ingolstadt, Germany The Abercrombie & Fitch Effect: The Impact of Physical Dominance on Male Customers’ Status-Signaling Tobias Otterbring, Karlstad University, Sweden

Essays on the engagement mechanisms in the value co-creation process: the case of gamification Thomas Leclerq, Louvain School of Management, Belgium

FRIDAY, 13:30 – 15:00

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Session 2C. Big Data - Customer Experience Room: GB16 Session Chair: Ritva Höykinpuro, Unviversity of Tampere,

Faculty of Management, Finland

Customer Experience (CX) Analytics: Big Data Approach to Analyse CX Data Mohamed Zaki, University of Cambridge, United Kingdom

Service-oriented Data Analytics: Connecting Data

Analytics to Value Creation through Service Design

Chiehyeon Lim, UNIST, Republic of Korea Kwang-jae Kim, UNIST, Republic of Korea Min-jun Kim, Samsung Electronics, Republic of Korea Ki-hun Kim, POSTECH, Republic of Korea Paul Maglio, University of California, Merced, United States

Service work is no longer where it used to be: Challanges

to service- related HRM and service leadership

Ritva Höykinpuro, Unviversity of Tampere, Finland

FRIDAY, 13:30 – 15:00

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Session 2D. Value Co-creation I Room: GB15 Session Chair: Javier Reynoso, EGADE Business School –

Tecnologico de Monterrey, Mexico

Intellectual capital and its relation to employee

innovative behavior: consumer value co-creation

behavior as a moderator

Chin shiu Huang, College of Management, Yuan Ze University/Innovation Center of Lion Travel Co. LTD, Taiwan TZU-AN LIN, College of Management, Yuan Ze University, Taiwan Cindy Yunhsin Chou, College of Management, Yuan Ze University, Taiwan Mitigating the Risks of Co-Creation by Integrating Empathy and Lived Experience in Service Design Anna-Sophie Oertzen, Maastricht University, Netherlands Josina Vink, Service Research Center, Karlstad University, Sweden

Social Capital and Value Co-Creation at the Base of the Pyramid Ana Valdes-Loyola, Tecnologico de Monterrey, EGADE Business School, Mexico Carlos Brambila Paz, Tecnologico de Monterrey, Mexico Javier Reynoso, EGADE Business School – Tecnologico de Monterrey, Mexico Bo Edvardsson, Service Research Center – Karlstad University, Sweden

FRIDAY, 13:30 – 15:00

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Session 2E. Customer Experience II Room: GB19 Session Chair: Lerzan Aksoy, Fordham University, United

States

Trapped in a service encounter – Exploring customer lock-

in perceptions during negative service experiences

Sabine Fliess, University of Hagen, Germany Maarten Volkers, University of Hagen, Germany

The Digital Selling Experience: Consumer-to-Consumer E-Commerce Mika Yrjölä, University of Tampere, Finland Hannu Saarijärvi, University of Tampere, Finland Oskari Paakki, University of Tampere, Finland

Pump Up the Volume: Understanding the Drivers of Word-of-Mouth Volume Across Industries Timothy Keiningham, St. John's University, United States Roland Rust, University of Maryland, United States Bart Larivière, Ghent Univeristy, Belgium Lerzan Aksoy, Fordham University, United States Luke Williams, Qualtrics, United States

FRIDAY, 13:30 – 15:00

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Session 2F. Customer Engagement II Room: GB18 Session Chair: Elina Jaakkola, University of Turku, Finland

Negatively-Valenced Customer Engagement in the

Healthcare Context: The Construct, Antecedents, and

Moderators (work-in-progress)

Niloofar Borghei Razavi, Henley Business School, United Kingdom Cristiana Lages, Henley Business School, United Kingdom Rodrigo Perez Vega, Henley Business School, United Kingdom

Exploring Customer Engagement Marketing (CEM) and its

impact on Customer Engagement Behaviour (CEB)

Esraa Karam, University of Strathclyde, United Kingdom Matthew Alexander, University of Strathclyde, United Kingdom

How does engagement affect customer journeys and experience? Elina Jaakkola, University of Turku, Finland Matthew Alexander, University of Strathclyde, United Kingdom

FRIDAY, 13:30 – 15:00

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Session 2G. Public and Non-Profit Services

Room: GR08 Session Chair: Carolina Camén, Chalmers University of

Technology - Karlstad University, Sweden

Enabling transformative service encounters: Insights from

inclusive arts workshops for people living with dementia

Pablo Escarate-Sanchez, University of Edinburgh Business School, United Kingdom Stephen Osborne, University of Edinburgh Business School, United Kingdom

Conceptual Advancements of a Transformative Social

Service Research Framework

Joerg Finsterwalder, University of Canterbury, New Zealand Jeff Foote, ESR, New Zealand Graeme Nicholas, ESR, New Zealand Annabel Taylor, CQUniversity, Australia Maria Hepi, ESR, New Zealand Virginia Baker, ESR, New Zealand Natasha Dayal, University of Canterbury, New Zealand

Implementation of a quality model in public care

procurement: challenges and opportunities

Sara Dahlin, Chalmers University of Technology, Sweden Carolina Camén, Chalmers University of Technology - Karlstad University, Sweden

FRIDAY, 13:30 – 15:00

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Session 2H. Service Employees I Room: GR02 Session Chair: Liliana Bove, The University of Melbourne,

Australia

Dysfunctional customer behavior, employee stress,

and employee turnover: The moderating effects of

employee embeddedness and cultural value

orientation

Taeshikg Gong, Hanyang University ERICA, Republic of Korea

Linking Employee and Customer Engagement in Service

Encounters: The Mediation of Relational Energy and

Interaction Quality

J. Chris Lin, National Taiwan University, Taiwan Chih-Ying Chu, National Taiwan University, Taiwan Haw-Yi Liang, National Taiwan University, Taiwan

Distress, Casual Attributions and Coping: Explaining

Aggression towards Health Care Workers

Liliana Bove, The University of Melbourne, Australia Simon Pervan, La Trobe University, Australia

FRIDAY, 13:30 – 15:00

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Session 2I. Norms in Services Room: GR03 Session Chair: Hong Yuan, University of Oregon, United States

Understanding The intersection Between Exchange Norms

and Donation Requests

Efua Obeng, Howard University, United States Samuel Petros Sebhatu, Karlstad University, Sweden

The Interaction Effect of Norm Violation Type and Group

Categorization on Consumer Reactions to Other-Customer

Misbehavior in Service Industry

Chloe Y. QIU, The Chinese University of Hong Kong, Hong Kong Lisa C. Wan, The Chinese University of Hong Kong, Hong Kong

The Impact of Changes to Tipping Norms at the

Organizational Frontline: A Comparison of Pre-

service and Post-service Tipping

Sara Hanson, University of Richmond, United States Nathan Warren, University of Oregon, United States Hong Yuan, University of Oregon, United States

FRIDAY, 13:30 – 15:00

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Session 2J. Service Operation Management and Supply Chains I Room: GR07 Session Chair: Cansu Yildirim, Dokuz Eylül University, Turkey

Redefining the Service Triad for Sharing Services Sooyun Kim, Yonsei University, Republic of Korea Sunmee Choi, Yonsei University, Republic of Korea

The impact of services supply chain orientation on

perceived industrial service quality: an empirical analysis

Oznur Yurt, University of Roehampton, United Kingdom Tuncdan Baltacioglu, Istanbul Okan University, Turkey Ebru Aglamaz, Adnan Menderes University, Turkey

Multi-Agent Service Failure Classification: Service Supply

Chain Perspective

Cansu Yıldırım, Dokuz Eylül University, Turkey Bengü Oflac, Izmir University of Economics, Turkey

FRIDAY, 15:30 – 17:00

37

Friday, June 15, 15:00 - 15:30

Coffee Break Room: GB45

Friday, June 15, 15:30 - 17:00

Session 3A. Special session. Special Session: Brave New

World: Robots in the Service Front Line

Room: GR01 Session Chair: Werner Kunz, University of Massachusetts

Boston, United States

Brave New World: Robots in the Service Front Line Werner Kunz, University of Massachusetts Boston, United States Jochen Wirtz, National University of Singapore, Singapore Paul Patterson, School of Marketing, UNSW Sydney, Australia Thorsten Gruber, Loughborough University, United Kingdom Vinh Lu, Australian National University, Australia Stefanie Paluch, RWTH Aachen, Germany Antje Martins, University of Queensland, Australia

FRIDAY, 15:30 – 17:00

38

Session 3B. Branding and Service Communications I Room: GB16 Session Chair: Aron O'Cass, Macquarie University, Australia

Brand Publicity and Consumer Sentiment in Online Reviews Jacob Mickelsson, Hanken School of Economics, Finland Joep Van Haren, Maastricht University, Netherlands Roland Wenmeckers, Maastricht University, Netherlands Jos Lemmink, Maastricht University, Netherlands Kristina Heinonen, Hanken School of Economics, Finland

Omni-channel communication in cultural services Roberta Gargiulo, University Federico II of Naples – DEMI, Italy Cristina C. Amitrano, University Federico II of Naples – DEMI, Italy Francesco Bifulco, University Federico II of Naples – DEMI, Italy

A multilevel study of service brand building: Unpacking

employee brand building behaviors

Aron O'Cass, Macquarie University, Australia Vida Siahtiri, Macquarie University, Australia

FRIDAY, 15:30 – 17:00

39

Session 3C. Customer Experience in Services I Room: GB19 Session Chair: Carolin Plewa, The University of Adelaide,

Australia

An Exploration on the Mechanism of Co-creation

Experience: An Empirical Study in Wedding Service

Lishan Xie, Business school of Sun Yat-sen University, China Dongmei Li, Hang Seng Management College, Hong Kong Xiaoyun Han, Business school of Sun Yat-sen University, China

Managing attributions of gratitude-generating encounters Paolo Antonetti, Queen Mary University of London, United Kingdom Sebastian Forkmann, University of Alabama, United States Thomas Baker, University of Alabama, United States Kristy Reynolds, University of Alabama, United States

The interplay of value-in-use and trust in the service provider

Carolin Plewa, The University of Adelaide, Australia Jillian C. Sweeney, The University of Western Australia, Australia

FRIDAY, 15:30 – 17:00

40

Session 3D. Digital Services - Platform Services Room: GB18 Session Chair: Silke Bartsch, Ludwig-Maximilians-University

Munich, Germany

Business Model Innovation and Value-creation: The Platform Way Tor W. Andreassen, NHH Norwegian School of Economics, Norway Line Lervik-Olsen, Norwegian School of Business, Norway Hannah Snyder, BI - Norwegian School of Business, Norway Jillian C. Sweeney, The University of Western Australia, Australia Yves Van Vaerenbergh, Catholiq University of Leuven, Belgium Allard van Riel, Radboud University, Netherlands

The Role of Digital Platform E-Services in Chinese Cinema Industry Ben Liu, Quinnipiac University, United States Xing Wan, Nanjing University of Finance and Economics, China Nianxin Wang, Jiangsu University of Science and Technology, China

The Effect of Service Interface on Individuals' Exercise Adherence

Silke Bartsch, Ludwig-Maximilians-University Munich, Germany

Yingzi Xu, Auckland University of Technology, New Zealand

FRIDAY, 15:30 – 17:00

41

Session 3E. New Analytical Approaches in Service Research I Room: GB17 Session Chair: Gys-Walt van Egdom, Zuyd University

Maastricht, Netherlands

Informing Resource Integration in Service Dominant Logic

with Motivation Theory

Rolf Findsrud, Inland Norway University of Applied Sciences, Norway Bård Tronvoll, Inland Norway University of Applied Sciences, Norway Bo Edvardsson, Service Research Center – Karlstad University, Sweden

Detecting Spurious Moderation Effect in Service Research:

An Information-Theoretic Approach and ModLR SPSS

Macro

Ahmad Daryanto, Lancaster University, United Kingdom

Applying Machine Translation in Sentiment Analysis: the

Case of Chinese Reviews on TripAdvisor

Gys-Walt van Egdom, Zuyd University Maastricht, Netherlands

Mark Pluymaekers, Zuyd University Maastricht, Netherlands

Zilla Dooge, Zuyd University Maastricht, Netherlands

FRIDAY, 15:30 – 17:00

42

Session 3F. Service Empoyees II Room: GB15 Session Chair: Olivier Furrer, University of Fribourg, Switzerland

Service Employee Gestures as Deep Acting Evidence Tali Seger-Guttmann, Ruppin Academic Center, Israel Hana Medler-liraz, College of Tel-Aviv-Yaffo Tel Aviv, Israel

Evidence for Three Role Behaviors for Frontline Service Employees Phiangdao Chaoluck, University of Adelaide, Australia Christopher J. Medlin, University of Adelaide, Australia Jodie Conduit, University of Adelaide, Australia

Frontline Employee Friendliness: an Exploratory

Investigation in the Service Industry

Melanie Boninsegni, University of Fribourg, Switzerland Olivier Furrer, University of Fribourg, Switzerland

FRIDAY, 15:30 – 17:00

43

Session 3G. Service Experience Room: GR03 Session Chair: Matthew Alexander, University of Strathclyde,

United Kingdom

"Buy-it-yourself": Should the retailing industry support do-

it-yourself practices?

Zakia Obaidalahe, ESSCA School of Management, France Nadia Steils, IAE University of Lille, France

Delivering integrated and customised service

experiences within a heterogeneous cultural

organisation

Jane Johnstone, University of Strathclyde, United Kingdom Matthew Alexander, University of Strathclyde, United Kingdom Derek Bryce, University of Strathclyde, United Kingdom

Transforming mundane experiences: exploring customer

well-being of the commuting journey

Mimi Liana Abu, University of Strathclyde, United Kingdom Matthew Alexander, University of Strathclyde, United Kingdom Juliette Wilson, University of Strathclyde, United Kingdom

FRIDAY, 15:30 – 17:00

44

Session 3H. Service Failure and Recovery I Room: GR07 Session Chair: Carol Azab, Stetson University, United States

How Do Customers React Under Service Failures? The

Roles of the Two Dimensions of Brand Perception -

Warmth and Competence

Shannon X. Yi, The Chinese University of Hong Kong, Hong Kong Chloe Y. QIU, The Chinese University of Hong Kong, Hong Kong Lisa C. Wan, The Chinese University of Hong Kong, Hong Kong

A Comprehensive Classification of Services Failures

Based on Intentionality and Duration of Failures

Amin Nazifi, University of Strathclyde, United Kingdom Dahlia El-Manstrly, University of Edinburgh, United Kingdom

This Customer has an accent! Would (s)he be treated differently?

Carol Azab, Stetson University, United States

Jonas Holmqvist, KEDGE Business School, France

FRIDAY, 15:30 – 17:00

45

Session 3I. Transformative and Health Services I Room: GR08 Session Chair: Mark Rosenbaum, University of South Carolina,

United States

Value Co-creation in Non-Clinical Cancer Centre Qian Wang, University of Edinburgh, United Kingdom Dahlia El-Manstrly, University of Edinburgh, United Kingdom

Gamified Work and the effect on Front Line Employees Experience Wafa Hammedi, University of Namur, Belgium Thomas Leclercq, Catholic university of Louvain, Belgium Ingrid Poncin, Catholic university of Louvain, Belgium

Service in 2050: Design for Service Inclusion Ray Fisk, Texas State University, United States Alison Dean, University of Newcastle Australia, Australia Alison Joubert, University of Queensland, Australia Linda Nasr, Texas State University, United States Josephine Previte, University of Queensland, Australia Nichola Robertson, University of Queensland, Australia Mark Rosenbaum, University of South Carolina, United States

FRIDAY, 15:30 – 17:00

46

Session 3J. Transformation in Services Room: GR02 Session Chair: Rebecca Russel-Bennett, Queensland University

of Technology, Australia

The emergence of consumer experience in

transformative consumer journeys

Larissa Carine Braz Becker, University of Turku, Finland Elina Jaakkola, University of Turku, Finland

Leveraging Design Innovation for an approach to address

‘Bottom of the Pyramid’ market segment

Doji Lokku, Tata Consultancy Services, India Anand Kumar, Tata Consultancy Services, India Jose Kumar Reddypogu, Tata Consultancy Services, India Nikhil Zope, Tata Consultancy Services, India

The Transformative Service Paradox: Technology as a tool

to assist wellbeing

Rebekah Russell-Bennett, Queensland University of Technology, Australia Kate Letheren, Queensland University of Technology, Australia Rory Mulcahy, University of the Sunshine Coast, Australia Uwe Dulleck, Queensland University of Technology, Australia

FRIDAY, 15:30 – 17:00

47

Session 3K. Customer Experience and Value Room: GB20 Session Chair: Gauri Laud, University of Tasmania, Australia

How sophisticated servicescape can reduce negative

feelings when a failure occur?

Mellina Terres, Federal University of Health Sciences of Porto Alegre, Brazil Márcia Herter, Escola Superior de Propaganda e Marketing – ESPM, Brazil Diego Costa Pinto, Universidade Nova de Lisboa, Portugal Jose Afonso Mazzon, University of Sao Paulo, Brazil

An Investigation of the Antecedents of Customer Co-

creation and Co- production in Health Services

Rodoula H. Tsiotsou, University of Macedonia, Greece

Service System Well-being: Conceptualising a Macro-Level Concept Gauri Laud, University of Tasmania, Australia Cheryl Leo, Murdoch University, Australia Cindy Yunhsin Chou, Yuan Ze University, Taiwan

FRIDAY, 19:00 – 01:00

48

Friday, June 15, 19:00 - 01:00

Gala Dinner Musée des Arts Forains

SATURDAY, 08:30 – 09:00 PM

49

DAILY HIGHLIGHTS • Saturday, June 16, 2018

08:00 – 09:00 Editorial Board meeting: Journal of

Services Marketing GR20 (invite only)

08:30 – 09:00 Coffee Break

GB45

09:00 – 10:30 Sessions 4A to 4J

10:30 – 11:00 Coffee Break

GB45

11:00 – 12:30 Sessions 5A to 5J

12:30 – 13:45 Lunch Break

GB44

12:30 – 13:45 Editorial Board meeting: Journal of

Service Management GR20 (invite only)

13:45 – 15:00 Plenary Session: Priorities in Service

Research GR11

15:00 – 15:30 Coffee Break

GB45

15:30 – 17:00 Sessions 6A to 6I

19:00 – 23:00 Closing cocktail: Eiffel Tower

Saturday, June 16, 08:30 - 09:00

Coffee Break Room: GB45

SATURDAY, 09:00 – 10:30

50

Saturday, June 16, 09:00 - 10:30

Session 4A. Special session. Money Matters: Consumer Financial Well Being Today and Tomorrow Room: GR01 Session Chair: Elisabeth Bruggen, Maastricht University,

Netherlands

Money Matters: Consumer Financial Well Being Today and

Tomorrow

Elisabeth Bruggen, Maastricht University, Netherlands Sertan Kabadayi, Fordham University, United States

SATURDAY, 09:00 – 10:30

51

Session 4B. Branding and Service Communication II Room: GB16 Session Chair: Lina Xiong, Colorado State University, United

States

Drivers of consumer engagement in brand identity co-creation Catherine Da Silveira, Universidade Nova de Lisboa, Portugal Claudia Simoes, University of Minho, Portugal

Co-opetition and the co-creation of brands: An exploratory study Linda Robinson, RMIT University, Australia The role of brand community for service organization employees Lina Xiong, Colorado State University, United States Ceridwyn King, Temple University, United States

SATURDAY, 09:00 – 10:30

52

Session 4C.New Analytical Approaches in Service Research II Room: GB17 Session Chair: Martin Paul Fritze, University of Cologne,

Germany

Patterns of Servitization in Manufacturing – Substitutability

of Goods and Services with Customer Relationships

Tamao Miura, Kwansei Gakuin University, Institute of Business and Accounting, Japan Shoji Yamamoto, Kwansei Gakuin University, Institute of Business and Accounting, Japan

Co-Creating Offerings: A Maturity Model Anna-Sophie Oertzen, Maastricht University, Netherlands

Servitization – The Holy Grail? Considering The Strategic

Dark Sides of Servitization

Martin Paul Fritze, University of Cologne, Germany Florian Urmetzer, University of Cambridge, United Kingdom Michael Leyer, University of Rostock, Germany Andy Neely, University of Cambridge, United Kingdom

SATURDAY, 09:00 – 10:30

53

Session 4D. Customer Participation Room: GB18 Session Chair: Marion Büttgen, University of Hohenheim,

Germany

When is Customer Participation Alone Insufficient? Stephanie Dellande, Menlo College, United States

Coping with Customer Participation through Improvisation Jessica Vredenburg, Auckland University of Technology, New Zealand Simon Bell, University of Melbourne, Australia Evan Polman, University of Wisconsin-Madison, United States

Reducing Customer Participation Stress in Financial Services Stephanie Haager, University of Hohenheim, Germany Janina Garbas, University of Passau, Germany Marion Büttgen, University of Hohenheim, Germany Jan H. Schumann, University of Passau, Germany Zelal Ates, TH Köln – Cologne University of Technology, Arts and Sciences, Germany

SATURDAY, 09:00 – 10:30

54

Session 4E. Service Design and Service Innovation Room: GR07 Session Chair: Loic Plé, IÉSEG School of Management, France

Integrating Service Design multidisciplinary perspectives to support the Service Innovation process Maíra Prestes Joly, University of Porto, Politecnico di Milano, Portugal-Italy Jorge Grenha Teixeira, University of Porto, Portugal Lia Patrício, University of Porto, Portugal Daniela Sangiorgi, Politecnico di Milano, Italy

Service Innovation in a Triadic Business-To-Business Network Chavi Chen, IÉSEG School of Management, France Xia Zhu, Keele Management School, United Kingdom Loïc Plé, IÉSEG School of Management, France

SATURDAY, 09:00 – 10:30

55

Session 4F. Service Failure and Recovery II Room: GB20 Session Chair: Pascal Güntürkün, Vienna University of

Economics and Business, Austria

Unfair online review: A third party view of illegitimate and

abusive complaint

Jiraporn Surachartkumtonkun, Griffith University, Australia Debra Grace, Griffith University, Australia Mitchell Ross, Griffith University, Australia

Dare to Share: Stimulating Electronic Word-of-Mouth after

Service Recovery in the Hotel Industry

Hilde Hanegreefs, Zuyd University Maastricht, Netherlands Mark Pluymaekers, Zuyd University Maastricht, Netherlands Merel Donkers, Zuyd University Maastricht, Netherlands Frida Joustra, Zuyd University Maastricht, Netherlands Celesta Van Der Laan, Zuyd University Maastricht, Netherlands Willemijn Odekerken, Zuyd University Maastricht, Netherlands Jasmijn Stenzler, Zuyd University Maastricht, Netherlands Martijn Zengerink, Zuyd University Maastricht, Netherlands

When Consumer Love Strikes Back: The Effects of Online

Complaint Handling and Relationship Strength on

Customer Revenge

Wolfgang Weitzl, University of Vienna, Austria Clemens Hutzinger, Private University Seeburg Castle, Austria Pascal Güntürkün, Vienna University of Economics and Business, Austria Sabine Einwiller, University of Vienna, Austria

SATURDAY, 09:00 – 10:30

56

Session 4G. Service Operation Management and Supply Chains II Room: GR02 Session Chair: Arni Halldorsson, Chalmers University of

Technology, Sweden

How Do Process Flow Times Matter in Emergency Departments? The Differential Effects on Productivity and Patient Experience Jeff Smith, Virginia Commonwealth University, United States Jeff Shockley, Virginia Commonwealth University, United States Sidney Anderson, Texas State University, United States Supply chain management as a transformative service Nitipon Tansakul, Japan Advanced Institute of Science and Technology (JAIST), Japan Suthathip Suanmali, Sirindhorn International Institute of Technology (SIIT), Thammasat University, Thailand Kunio Shirahada, Japan Advanced Institute of Science and Technology (JAIST), Japan Dynamic Capabilities for Improving Service Offerings through Utilization of Customer Satisfaction Information Andrea Birch-Jensen, Chalmers University of Technology, Sweden Ida Gremyr, Chalmers University of Technology, Sweden Arni Halldorsson, Chalmers University of Technology, Sweden

SATURDAY, 09:00 – 10:30

57

Session 4H. Service Relationships I Room: GR03 Session Chair: J.Chris Lin, National Taiwan University, Taiwan

Gender differences in the customer response to retail

loyalty cards: Findings from supermarkets in the UK

Akiko Ueno, Middlesex University, United Kingdom Piyush Sharma, Curtin University, Australia

The Uniqueness Role of Relationship Marketing in Small

Service Businesses

Tali Seger-Guttmann, Ruppin Academic Center, Israel Shaked Gilboa, Ruppin Academic Center, Israel Online Reputation Scale Development: A Customer Perspective Chebli Youness, University of Grenoble Alpes, France Pierre Valette-Florence, University of Grenoble Alpes, France What if I make the Wrong Decision? The Role of Anticipated Regret in Switching Barrier Based Customer Retention J. Chris Lin, National Taiwan University, Taiwan Chih-Ying Chu, National Taiwan University, Taiwan Haw-Yi Liang, National Taiwan University, Taiwan

SATURDAY, 09:00 – 10:30

58

Session 4I. Customer Experience II Room: GB19 Session Chair: Frédéric Ponsignon, KEDGE Business School,

France

Great oaks from little acorns grow: Tracing the scientific

evolution of customer experience research using a science

mapping approach

Stefan Dyck, University of Hagen, Germany

The CX Scale: Towards a Holistic Measurement of

Customer Experiences along the Customer Journey

Markus Gahler, University of Augsburg, Germany Michael Paul, University of Augsburg, Germany Jan F. Klein, Tilburg University, Netherlands

Development and validation of a measurement scale for

the experience capability construct

Frédéric Ponsignon, KEDGE Business School, France Jeff Smith, Virginia Commonwealth University, United States Andi Smart, University of Exeter, United Kingdom

SATURDAY, 09:00 – 10:30

59

Session 4J. Transformative and Health Services II Room: GR08 Session Chair: Leena Aarikka-Stenroos, Tampere University

of Technology, Finland

Tough but not terrific: when value is destroyed in men’s

preventative health services

Jacquie McGraw, Queensland University of Technology, Australia Rebekah Russell-Bennett, Queensland University of Technology, Australia Katherine M. White, Queensland University of Technology, Australia

The Global Refugee Crisis: How Can Transformative

Service Researchers Help?

Linda Nasr, Texas State University, United States

Ray Fisk, Texas State University, United States

What constitutes patient experience and journey in

pediatric health services? Contrasting doctors and

caregivers perceptions

Lauri Litovuo, Tampere University of Technology, Finland Elina Jaakkola, University of Turku, Finland Leena Aarikka-Stenroos, Tampere University of Technology, Finland Johanna Kaipio, Aalto University, Finland Nina Karisalmi, Aalto University, Finland Marko Nieminen, Aalto University, Finland

SATURDAY, 11:00 – 12:30

60

Saturday, June 16, 10:30 - 11:00

Coffee Break Room: GB45

Saturday, June 16, 11:00 - 12:30

Session 5A. Special Session. Growing Services in

base-of-the pyramid markets

Room: GR01 Session Chair: Heiko Gebauer, Linköping University, Switzerland

Growing services in base-of-the-pyramid markets Heiko Gebauer, Linköping University, Switzerland Javier Reynoso, EGADE Business School – Tecnologico de Monterrey, Mexico Karla Cabrera, EGADE Business School – Tecnologico de Monterrey, Mexico Ana Valdes, EGADE Business School – Tecnologico de Monterrey, Mexico Simon Joncourt, EAWAG, Switzerland

SATURDAY, 11:00 – 12:30

61

Session 5B. Big Data Smart Services Room: GB16 Session Chair: Bo Edvardsson, Service Research Center –

Karlstad University, Sweden

B2B Customers’ Data Disclosure Concerns Regarding

Smart Service Adoption: A Qualitative Approach

Corinna Winkler, University of Passau, Germany Curd-Georg Eggert, University of Passau, Germany Jan H. Schumann, University of Passau, Germany

Aesthetics of Interaction and Value Co-Creation between

User and Smart Service Artefact: Investigating the

Moderating Effect of Emotion

Cecilia Lee, Royal College of Art, United Kingdom

Smart Resource Integration Maria Colurcio, University Magna Graecia of Catanzaro, Italy Bo Edvardsson, Service Research Center - Karlstad University, Sweden Stella Carè, University Magna Graecia of Catanzaro, Italy Alberto Pastore, University of Rome La Sapienza, Italy

SATURDAY, 11:00 – 12:30

62

Session 5C. Tourism Services Room: GB17 Session Chair: Martina Gallarza, Valencia University, Spain

Using Social Constructivism to theorize the influence of culture in quality tourism service experiences Lynn Beckles, University of the West Indies, Fiji

Developing smart tourism services: a co-creation framework Marianna Sigala, University of South Australia, Australia

Operationalization and interdependence of perceived value: a comprehensive second order model for hospitality services Martina Gallarza, Valencia University, Spain Francisco Arteaga, Catholic University of Valencia, Spain Irene Gil Saura, Valencia University, Spain

SATURDAY, 11:00 – 12:30

63

Session 5D. Customer Experience IV Room: GB18 Session Chair: Nathalie Demoulin, IÉSEG School of

Management, France

Embodied customer experience in group fitness Tiina-Kaisa Kuuru, University of Tampere, Finland Elina Närvänen, University of Tampere, Finland

Less Than Ordinary – Quantifying the Influence of Every-

Day Experiences On Consumers‘ Buying Behavior

Phil Klaus, International University of Monaco - INSEEC Research Center, Monaco Volker Kuppelwieser, NEOMA Business School, France

Seamless Customer Experience: the construct,

Antecedents and Outcomes

Helen Cocco, IÉSEG School of Management, France Nathalie Demoulin, IÉSEG School of Management, France

SATURDAY, 11:00 – 12:30

64

Session 5E. Post-Purchase Phase Room: GB19 Session Chair: Chatura Ranaweera, Wilfrid Laurier University,

Lazaridis School of Business, Canada

A Cross-National Service Strategy to Deal with Product Returns: The Role of Return Policies and Institutional Environment Jana Gäthke, Catholic University of Eichstätt-Ingolstdt, Germany Katja Gelbrich, Catholic University of Eichstätt-Ingolstdt, Germany

A reconceptualization of social ties for the Post-Service

Sharing of Information

Kalyani Menon, Wilfrid Laurier University, Lazaridis School of Business, Canada Chatura Ranaweera, Wilfrid Laurier University, Lazaridis School of Business, Canada

SATURDAY, 11:00 – 12:30

65

Session 5F. Service Failure and Recovery III Room: GB20 Session Chair: Stan Maklan., Cranfield University, United

Kingdom

An exploratory study into the occurrence of emotional

contagion after a service failure among Twitter users who

are unfamiliar with each other

Svenja Widdershoven, Zuyd University Maastricht, Netherlands Mark Pluymaekers, Zuyd University Maastricht, Netherlands Josée Bloemer, Radboud University Nijmegen, Netherlands Paul Sinclair, University of Regina, Canada Haithem Zourrig, Kent State University, United States

How Potential Customers Respond to Service Recovery Strategies Elisa Chan, Ecole hoterliere de Lausanne, Switzerland Lisa C. Wan, The Chinese University of Hong Kong, Hong Kong Maggie Y. Chu, Hong Kong Open University, Hong Kong

Revisiting CSR in service failures: A cause-dependent buffer Paolo Antonetti, Queen Mary University of London, United Kingdom Benedetta Crisafulli, Cranfield University, United Kingdom Stan Maklan, Cranfield University, United Kingdom

SATURDAY, 11:00 – 12:30

66

Session 5G. Service Innovation - Customer Experience Room: GR02 Session Chair: Per Skålén, Service Research Center,

Karlstad University, Sweden

How do Intermediaries Enable Open Service Innovation? Krithika Randhawa, University of Technology Sydney, Australia Ralf Wilden, University of Newcastle Australia, Australia Siggi Gudergan, University of Newcastle Australia, Australia

Service providers as entrepreneurs of co-creation assets. Michael Ehret, Nottingham Trent University, United Kingdom Jochen Wirtz, National University of Singapore, Singapore

Service innovation in the Swedish music industry

Per Skålén, Service Research Center, Karlstad University, Sweden

SATURDAY, 11:00 – 12:30

67

Session 5H. Service Relationships II Room: GR03 Session Chair: Hongwei He, University of Manchester, United

Kingdom

Is Discretionary Preferential Treatment Bad to

Nonbeneficiaries? The Emotional Pathways of Envy

and Boundary Conditions

Kimmy Chan, Hong Kong Baptist University, Hong Kong Chi Kin (Bennett) Yim, University of Hong Kong, Hong Kong Taeshik Gong, Hanyang University ERICA, Republic of Korea

Customer-Employee Rapport: A Dyadic Perspective in

Multi-Channel Service Settings

Mohamed Maher Hammad, University of Liverpool, United Kingdom Treasa Kearney, University of Liverpool, United Kingdom Chris Raddats, University of Liverpool, United Kingdom

Self-determination and service performance: the

roles of service adaptiveness and openness to

experience

Weiyue Wang, University of Birmingham, United Kingdom Hongwei He, University of Manchester, United Kingdom Sunil Sahadev, University of Salford, United Kingdom Wei Song, Coventry University, United Kingdom

SATURDAY, 11:00 – 12:30

68

Session 5I. Serviscape and Service Environments Room: GR07 Session Chair: Athinodoros Chronis, California State University,

Stanislaus, United States

Can situational factors affect shop assistants’

competences to get customer satisfaction?

Raul Perez, University of Zaragoza Laura Lucia-Palacios, University of Zaragoza Yolanda Polo-redondo, University of Zaragoza, Spain Understanding the Value Process in Service Jonas Holmqvist, KEDGE Business School, France Christian Grönroos, Hanken School of Economics, Finland Luca Visconti, ESCP Europe, France Blandine Guais, KEDGE Business School, France Aurélie Kessous, Aix-Marseille Université, CERGAM, France

Embodied Staging and the Making of a Tourist Servicescape

Athinodoros Chronis, California State University, Stanislaus, United States

SATURDAY, 11:00 – 12:30

69

Session 5J. Transformative and Health Services III Room: GR08 Session Chair: German Ramirez Contreras, Externado

University, Colombia

Designing Transformative Health Services at the Base of the Pyramid Ilma Nur Chowdhury, University of Manchester, United Kingdom Linda Nasr, Texas State University, United States

Transforming consumers financial wellbeing through gamified customer value Rory Mulcahy, University of the Sunshine Coast, Australia Rebekah Russell-Bennett, Queensland University of Technology, Australia Dawn Iacobucci, Vanderbilt University, United States

The (Transformative) Temporary Third Place

Mark Rosenbaum, University of South Carolina, United States Kathy (Kawon) Kim, University of South Carolina, United States German Ramirez Contreras, Externado University, Colombia Augusto Rodriguez Orejula, University del Valle, Colombia Joohyung Park, University of South Carolina, United States

SATURDAY, 13:45 – 15:00

70

Saturday, June 16, 12:30 – 13:45

Lunch Room: GB44

Saturday, June 16, 13:45 – 15:00

Plenary Session: Priorities in Service Research. Room: GR11 Session Chair: Lerzan Aksoy, Fordham University, United States

In this second plenary session, renowned academics and practitioners will share their thoughts on the urgent issues that service researchers need to address. Hélène Duneigre, Sikaar Keita and Loïc Guilloux, three veteran practitioners, will share insights from their industry experiences, and Professor Michael Brady and Professor Rebekah Russell-Bennett will provide suggestion based on their long research and editorial backgrounds. Speakers:

Hélène Duneigre, Independent Consultant, France

Loic Guilloux, General Manager Digital Marketing France at

Arvato CRM

Michael (Mike) Brady, Florida State University, USA

Rebekah Russell-Bennett, Queensland University of Technology,

Australia

Sikaar Keita, Oracle Marketing Cloud, France

Biographies of the Speakers: Hélène Duneigre is currently an independent consultant &

facilitator in customer experience, innovation and marketing. Until

2014, when she was a Vice President at American Express Cards

France. She spent 30 years with French and international

companies, in B2C and B2B marketing, for products as well as

services, and complex projects management. She successfully

developed and launched the innovative payment cobrand cards

with Air France and KLM.

For the past 3 years, Hélène has been involved in InnoCherche, a

non-profit monitoring usages evolution and its impact on

SATURDAY, 13:45 – 15:00

71

businesses to help top executives deal with digital disruption.

There, Hélène ran the Open Innovation Think Tank and is a

member of the board. As a consultant, project coach and instructor,

she supports large and small companies’ projects around

innovation and customer experience, and firmly believes that no

change can succeed without people embarkment. Hélène also

believes strongly in collective intelligence benefits and enjoys

missions run in collaboration with her TOPS Consult peers.

Loïc Guilloux is the General Manager, Digital Marketing France at

Arvato CRM, a leading B2B service company and a division of

Bertelsmann Group. With his teams, he is in charge of constantly

developing, adapting and bringing to market the portfolio of digital

solutions, with a special focus on retail, media and entertainment,

healthcare and FMCG customers. This covers subscription and

end-to-end loyalty programs, multichannel campaign activities, e-

commerce platforms, data intelligence/big data services, DMP and

Unique Consumer Repositories or prevention/patient programs

that are specific to the healthcare sector.

A graduate of EDHEC Business School, he started his career at

Procter and Gamble, with growing responsibilities in Sales and

Trade Marketing for all divisions, then joined Pepsico to be in

charge of all European Retail Customers, then joined Prisma

Media, #1 Magazine company in France where he was in charge

of global circulation and marketing, before becoming Head of the

Women Magazines division, Prisma’s leading segment. He then

was appointed Deputy General Manager of the group, in charge of

diversification on top of his other responsibilities. In his various

assignments there, he successfully initiated the significant online

presence and power of his print brands, as well as fully transformed

the organization of his editorial teams to enable them to agnosticly

publish for print, online or video.

Michael (Mike) Brady is the Carl DeSantis Professor and chair,

Department of Marketing, at Florida State University. He is also an

affiliated faculty member or honorary professor at The University of

Maryland, Arizona State University, The University of Washington,

and the University of Queensland, Australia. Mike’s primary

research interest lies at the intersection of customers and

SATURDAY, 13:45 – 15:00

72

employees in frontline service transactions. He has published

articles in many top scholarly journals, including Journal of

Marketing, Journal of Consumer Research, Journal of Service

Research, Journal of Retailing, Journal of the Academy of

Marketing Science, International Journal of Research in Marketing,

and many other outlets.

His research articles have been cited over 16,000 times to date, his

2000 article in the Journal of Retailing is one of the most

downloaded articles of all time in Science Direct, and his 2001

article in the Journal of Marketing was ranked the fifth most

influential article for future research in services marketing. Mike’s

work has also been covered in the popular press, such as MSNBC,

U.S. News, the Chicago Tribune, and Tampa Bay Times. Mike is a

past president of the American Marketing Association’s Academic

Council and an Associate Editor for the Journal of the Academy of

Marketing Science. He is the current Editor-in-Chief of Journal of

Service Research, which has the fourth-highest impact factor of all

business journals.

Rebekah Russell-Bennett has an international reputation for

research and industry relevance in the application of Service

Thinking to Social Problems. She has worked on more than 30 real

world problems ranging from alcohol consumption, chronic

disease, water usage, electricity use, public transport and diet and

applied service thinking. She is immediate past National President

of the Australian Association of Social Marketing (the peak industry

body for social marketing in Australia). Rebekah is also a leading

educator in the field of marketing and is responsible for the

development of the award-winning QUTopia role-play simulation at

QUT.

Her research interests include social marketing and behavior

change, technology and behavioral economics. Rebekah is the co-

editor for the Journal of Services Marketing and has published over

200 peer-reviewed articles with more than 65 journal articles in

including Journal of Business Research, Psychology and

Marketing, Journal of Service Theory and Practice, European

Journal of Marketing, Journal of Marketing Management, Industrial

Marketing Management, Journal of Brand Management, Journal of

SATURDAY, 13:45 – 15:00

73

Product and Brand Management, Journal of Services Marketing,

Health Marketing Quarterly, Consumer Satisfaction, Dissatisfaction

and Complaining Behavior.

Sikaar Keita is Presales Consultant for Oracle Marketing Cloud.

He has been working for over 8 years in the digital industry at

various level, from Quality Acceptance Tester to Scrum Product

Owner at Dixons and Meetic (Match.com). He is working with

worldwide B2C brands – mostly in Retail, Travel and Banking,

helping them in their digital strategies from a software provider

perspective. Presenting, demonstrating and showcasing the

coverage and capabilities of Oracle Marketing Cloud and Oracle

Customer Experience, not only because the solution is great but

because “I am fighting poor (digital) marketing, dreaming of a world

where: my inboxes ( Email / Messengers … ) only contains

personalized messages talking about topics that matter to me,

the ads I see all around the web are relevant and appropriate (and

not damaging my customer experience) , and brands finally keep

my experience consistent : as a buyer, as a consumer of their

services , and overall as a human being.

SATURDAY, 15:30 – 17:00

74

Saturday, June 16, 15:00 - 15:30

Coffee Break Room: GB45

Saturday, June 16, 15:30 - 17:00

Session 6A. B2B - Service Relationships Room: GB16 Session Chair: Dominik Georgi, University of Applied Sciences

and Arts of Lucerne - School of Business,

Switzerland

Design of transaction based business process services

using value viewpoint

Anand Kumar, Tata Consultancy Services, India Doji Lokku, Tata Consultancy Services, India Jose Kumar Reddypogu, Tata Consultancy Services, India Nikhil Zope, Tata Consultancy Services, India

How Consultants Can Shape Project Outcomes Before

Things Get Started: The Role of Fit Between Offer

Positioning and Contextual Factors for Project

Performance

Daniel Maar, PSB Paris School of Business, France Dirk Totzek, University of Passau, Germany

Development and implementation of value propositions: a toolbox Adrienne Schäfer, University of Applied Sciences and Arts of Lucerne - School of Business, Switzerland Dominik Georgi, University of Applied Sciences and Arts of Lucerne - School of Business, Switzerland

SATURDAY, 15:30 – 17:00

75

Session 6B. Customer Experience in Service II Room: GB19 Session Chair: Aiden Daly, National College of Ireland, Ireland

Customer activity in everyday use of social and healthcare services Ulla Särkikangas, University of Helsinki, Finland

Exploring the Implications of Augmented Reality-based Services in the Pre-purchase Stage of Online Tourism Tseng-Lung Huang, College of Management Yuan Ze University, Taiwan Chia Yun Hsieh, College of Management Yuan Ze University, Taiwan Meng-Yi Lin, College of Management Yuan Ze University, Taiwan

Applications of Forum Theatre to Service Interactions

Aidan Daly, National College of Ireland, Ireland Ray Fisk, Texas State University, United States

SATURDAY, 15:30 – 17:00

76

Session 6C. Digital Services - Artificial Intelligence

Room: GB18 Session Chair: Valtteri Kaartemo, University of Turku, Finland

Chatting with my robot-chef: Contact levels, social

interaction, and the service workers of the future

Kate Letheren, Queensland University of Technology, Australia Jolanda Jetten, University of Queensland, Australia Jonathan Roberts, Queensland University of Technology, Australia Jared Donovan, Queensland University of Technology, Australia

Artificial Intelligence (AI) and Robotics: the case of the

Holobotics Experience in Retail

Marialuisa Marzullo, Università Federico II di Napoli, Italy

Cristina Mele, Università Federico II di Napoli, Italy

Tiziana Russo Spena, Università Federico II di Napoli, Italy

Artificial Intelligence in Service Research

Valtteri Kaartemo, University of Turku, Finland

SATURDAY, 15:30 – 17:00

77

Session 6D. Digital Services - Social Media

Room: GR03 Session Chair: Paul Harrigan, The University of Western

Australia, Australia

Giving and receiving eWOM in altruistic services: the role

of customer value

Rebekah Russell-Bennett, Queensland University of Technology, United States Josephine Previte, University of Queensland, Australia Rory Mulcahy, University of the Sunshine Coast, Australia

The impact of consumers' feature use for online

complaining on their wellbeing

Yean Shan Beh, University of Auckland, New Zealand

Laszlo Sajtos, University of Auckland, New Zealand

Two-way institutional acculturation and identity co-

creation in social media

Momoko Fujita, The University of Western Australia,

Australia

Paul Harrigan, The University of Western Australia, Australia Geoffrey Soutar, The University of Western Australia, Australia

SATURDAY, 15:30 – 17:00

78

Session 6E. Service Innovation - An Organizational View

Room: GB17 Session Chair: Ingo O. Karpen, Royal Melbourne Institute of

Technology, Australia

The Impact of Work Contextual Variables on the Creativity

of Frontline Service Employees

Chen-Ya Wang, National Tsing Hua University, Taiwan Weimin Chiu, National Tsing Hua University, Taiwan

Frontline employees as participants in service innovation

Marit Engen, Service Research Center, Karlstad University, Sweden

Innovation in Online Communities: Conditions for

Customer Creativity and Participation

Gauri Laud, University of Tasmania, Australia Ingo O. Karpen, Royal Melbourne Institute of Technology, Australia Jodie Conduit, University of Adelaide, Australia

SATURDAY, 15:30 – 17:00

79

Session 6F. Consumer Behavior in Services II Room: GR02 Session Chair: Jim Salas, Pepperdine University, United States

Services and the Aging Brain John Bateson, Cass Business School, City University, United Kingdom

Understanding need for customer assistance: measuring the personal differences that trigger customer assistance request

Marion Sangle-Ferriere, ESCP Europe, United Kingdom

Ben Voyer, ESCP Europe, United Kingdom

Comparable Purchase Deviations How Customer Learning

in a Committed Firm Relationship Impacts Longitudinal

Upgrading

Jim Salas, Pepperdine University, United States

Chadwick Miller, Washington State University, United States

Laszlo Sajtos, University of Auckland, New Zealand

SATURDAY, 15:30 – 17:00

80

Session 6G. Service Failure and Recovery IV

Room: GB20 Session Chair: Yelena Tsarenko, Monash University, Australia

The Effect of Captivity on Customers' Service Quality

Perception, Dissatisfaction, and Word-of-Mouth

Olivier Furrer, University of Fribourg, Switzerland

Failed Service Relationships: The Trajectory of Consumer Emotions

Sylvia Long-Tolbert, Carey Business School, Johns Hopkins

University, United States

You are supposed to help me: Transgressed customers' evaluations of help from service provider and third-party customer following service failure

Ting Hin Ho, Monash University, Australia

Dewi Tojib, Monash University, Australia

Yelena Tsarenko, Monash University, Australia

SATURDAY, 15:30 – 17:00

81

Session 6H. Service Networks and Systems

Room: GR07 Session Chair: Jens Poeppelbuss, Ruhr-Universität Bochum,

Germany

Challenging the Cognitive Privacy Calculus: Affective Reactions in Consumers' Privacy-Related Decision Making

Margarita Bidler, University of Passau, Germany

Jan H. Schumann, University of Passau, Germany

Thomas Widjaja, University of Passau, Germany

The Impact of Negatively-valenced Influencing Behavior Jaylan Azer, Edinburgh Napier University, United Kingdom

Matthew Alexander, University of Strathclyde, United Kingdom

The fragmentation of a service ecosystem – A grounded theory study of the German wind power industry

Hannes Parbs, University of Bremen, Germany

Jens Poeppelbuss, Ruhr-Universität Bochum, Germany

SATURDAY, 15:30 – 17:00

82

Session 6I. Value Co-Creation II Room: GR08 Session Chair: Stephane Thion, Université Toulouse 1 Capitole,

France

Value Co-Creation in Triadic Service Settings: An

Empirical Analysis in the Context of Services for Animal

Companions

Gertrud Schmitz, University of Duisburg-Essen, Germany

Jennifer Hendricks, University of Duisburg-Essen, Germany

The resistance to value co-creation in a service system:

The case of Syrian refugees in Turkey

Sertan Kabadayi, Fordham University, United States

Why do consumers engage in value (co-)creation? An empirical study

Stephane Thion, Université Toulouse 1 Capitole, France

SATURDAY, 19:00 – 23:00

83

Saturday, June 16, 19:00 – 23:00

Closing Cocktail: Eiffel Tower

PROGRAM OVERVIEW

84

Th

urs

da

y,

14

th J

un

e

1

7:0

0

Regis

trati

on

La G

rande A

rche -

IESEG

Sch

ool

of

Managem

ent

GB45

1

8:0

0

Welc

om

e R

ecepti

on

La G

rande A

rche -

IESEG

Sch

ool

of

Managem

ent

GB44

10:4

5

Dis

tance F

rontl

ine E

mplo

yee - C

ust

om

er R

ela

tionsh

ips:

Tow

ard

s a n

ew

Concept

of Pro

xim

ity in t

he B

ankin

g a

nd Insu

rance Indust

ries

» I

laria

Da

lla P

ozza

, R

ap

ha

el K

rivin

e,

Ka

rim

Ze

mo

uli

10:4

5

1C

B2B -

Serv

ices

Netw

ork

s

GB16

Cha

ir: Jo

nas H

olm

qvis

t

10:4

5

Ante

cedents

and M

easu

rem

ent of In

dust

rial S

erv

ice E

xcellence in

Manufa

ctu

ring C

om

panie

s

» C

hri

stia

n S

tadlm

an

n,

Do

ris E

hrl

ing

er,

Ann

a B

ied

ers

be

rge

r, D

avid

Te

mp

elm

ayr,

Ste

fan

Ma

ng

, a

nd

Ma

rga

reth

e Ü

be

rwim

me

r

11:1

5

An A

ppro

ach to E

labora

te Im

plicit

Cust

om

er Serv

ice N

eeds fo

r B2B IT

Serv

ices

Off

eri

ngs

» N

ikhil

Zo

pe

, D

oji

Lokku,

An

an

d K

um

ar,

an

d J

ose

Kum

ar

Re

dd

yp

og

u

11:4

5

Who is

the R

eal V

alu

e F

acilit

ato

r? F

acilit

ati

ng v

alu

e c

reati

on in

busi

ness

netw

ork

s

» J

on

as H

olm

qvis

t, A

uré

lien

Tim

bre

, C

hri

stia

n K

ow

alk

ow

ski, a

nd

Ch

ristia

n G

rön

roos

10:4

5

1D

Consu

mer

Behavio

r in

Serv

ices

I

GB15

Ch

air

: A

lex B

olin

ge

r

10:4

5

How

serv

ice d

eal p

opula

rity

and sta

r ra

ting in

fluence q

uality

expecta

tion t

ow

ard

online s

erv

ice d

eals

» K

are

n K

ao

, S

ally

Ra

o H

ill, In

dri

t T

rosha

ni, a

nd

Sim

on

Kao

11:1

5

The o

utc

om

e o

f su

rface a

cti

ng: em

oti

onal d

isso

nance o

r se

lf-s

erv

ing

att

ributi

on?

» D

an

a Y

ag

il

11:4

5 Serv

er

Cry

ing,

Expla

nati

ons,

and C

ust

om

er

Tip

pin

g B

ehavio

r

» A

lex B

olin

ger

and

Tyle

r B

urc

h

10:4

5

1E C

ust

om

er

Engagem

ent

I

GB18

Ch

air

: T

ere

sa

Fe

rna

nde

s

Fri

da

y,

15

th J

un

e

0

8:0

0

Coff

ee B

reak &

Regis

trati

on

GB45

W

elc

om

e a

nd P

lenary

Sess

ion I:

Impro

vin

g S

erv

ice E

xperi

ences th

rough

08:3

0 D

igit

alizati

on a

nd B

ig D

ata

GR11

Ch

air

: W

ern

er

Ku

nz

Sp

ea

ke

rs:

Arn

e D

e K

eyse

r, P

ete

r R

uch

atz

, M

ari

an

na

Sig

ala

10

:15

C

off

ee B

reak

GB45

1A

Specia

l Sess

ion I:

The f

easi

bilit

y o

f V

irtu

al D

octo

r A

ppoin

tments

10

:45

in

a N

uts

hell

GB17

Ch

air

: A

nn

e S

ch

mitz

10:4

5 T

he feasi

bilit

y o

f vir

tual docto

r appoin

tments

in a

nuts

hell

» A

nn

e S

chm

itz,

Ana

M.

Día

z-M

art

ín,

an

d M

arí

a-J

esú

s Y

ag

üe

-Gu

illé

n

1.B

Specia

l Sess

ion II

: D

ista

nce F

rontl

ine E

mplo

yee - C

ust

om

er

Rela

tionsh

ips:

Tow

ard

s a n

ew

Concept of Pro

xim

ity in

the B

ankin

g

10:4

5 R

oom

G

R01

Ch

air

: D

alla

Po

zza

Ila

ria

PROGRAM OVERVIEW

85

10:4

5

Expandin

g the C

ust

om

er Engagem

ent C

oncept:

The R

ole

of Spir

itual

Engagem

ent

» K

iera

n D

. T

iern

ey,

Ing

o O

. K

arp

en

, a

nd J

od

ie C

on

duit

11:1

5 Explo

ring t

he P

racti

ce o

f C

ollabora

tive C

onsu

mpti

on

» H

ug

o G

uya

de

r

11:4

5

Cust

om

er Engagem

ent in

Socia

l Netw

ork

Bra

nd C

om

munit

ies:

Dri

vers

and Im

pact

On B

rand L

oyalt

y

» T

ere

sa

Fe

rnan

des a

nd

An

a C

astr

o

10:4

5

1F C

ust

om

er

Experi

ence I

GB19

Cha

ir:

She

ila M

alo

ne

10:4

5 O

n t

he d

efi

nit

ion o

f cust

om

er

experi

ence:

Repackin

g o

ld c

oncepts

?

» L

arissa

Ca

rin

e B

raz B

ecker

11:1

5 C

reati

ng p

osi

tive e

moti

onal cust

om

er

experi

ence in luxury

hote

ls

» S

zu

-Hsin

Wu a

nd

Yu

hu

i G

ao

U

nders

tandin

g the C

ust

om

er Experi

ence in

Luxury

Serv

ices:

The C

ase

of

11:4

5 Eth

ical T

ouri

sm

» S

he

ila M

alo

ne

, C

aro

line

Tyn

an

, a

nd

Sally

Mcke

ch

nie

10:4

5

1G

Cust

om

er

Mis

Behavio

r

GR02

Cha

ir:

Hann

ah S

nyd

er

10:4

5 C

onsu

mer

Mis

behavio

r in

a V

ete

rinary

Serv

ice S

ett

ing

» D

ain

a N

ico

laou

an

d C

hristo

s T

he

ori

s

11:1

5

The H

ate

rs G

onna H

ate

– T

ow

ard

s a B

ett

er U

nders

tandin

g o

f C

onsu

mer

Role

s in

Online B

ullyin

g

» J

an

Bre

itsoh

l an

d W

ern

er

Kun

z

11:4

5

The tru

th, th

e w

hole

tru

th a

nd n

oth

ing b

ut th

e tru

th? C

ust

om

er lies in

the s

erv

ice e

ncounte

r

» H

an

nah

Sn

yd

er,

La

rs W

ite

ll, A

nd

ers

Gusta

fsso

n, a

nd

Jan

et R

. M

cC

oll-

Ke

nn

ed

y

10:4

5

1H

Big

Data

Enable

d S

erv

ices

GR03

Cha

ir:

Lin

da

Nasr

10:4

5

Challenges and A

ppro

aches fo

r Pro

duct-

Serv

ice-T

ransf

orm

ati

on o

f

SM

Es

» J

ürg

Me

ierh

ofe

r

11:1

5

Ale

xa – W

hat’

s on m

y s

hoppin

g lis

t? Invest

igati

ng c

onsu

mer

perc

epti

ons

of

voic

e-c

ontr

oll

ed d

evic

es

» S

ve

n T

uzo

vic

an

d S

tefa

nie

Pa

luch

11:4

5

Fro

ntl

ine T

ech

nolo

gy Infu

sion:

Conceptu

al

Arc

hety

pes

and a

Futu

re

Rese

arc

h A

genda

» A

rne

De

Ke

yse

r, S

ara

h K

öch

er,

Lin

da N

asr,

an

d J

ay K

an

da

mp

ully

10:4

5

1I H

ealt

hcare

Serv

ice

GR07

Cha

ir:

Pau

l P

att

ers

on

10:4

5

The e

ffects

of pass

ive in

novati

on resi

stance o

n h

ealt

hcare

use

rs: A

n

analy

sis

of

the infl

uencin

g f

acto

rs.

» J

osh

ua

K S

ala

wu

, W

afa

Ham

med

i, A

nn

ick C

astia

ux,

an

d M

oh

am

ma

d

Neja

d

11:1

5

Does

Dr.

Google

Help

? Pati

ents

’ O

nline H

ealt

h Info

rmati

on S

earc

h

» M

art

a L

ara

-Quin

tan

illa

, Z

ela

l Ate

s, L

ola

C. D

uq

ue, Ja

n H

. S

ch

um

an

n,

an

d M

ari

on

Bü

ttg

en

11:4

5

The Im

pact of C

om

munic

ati

ons

Sty

le o

n C

lient Psy

cholo

gic

al C

om

fort

in H

ealt

hcare

Serv

ices

» P

au

l P

att

ers

on a

nd R

aw

i R

oo

ng

ruan

gse

e

10:4

5

1J S

erv

ice D

om

inant

Logic

GR08

Cha

ir:

Se

rta

n K

ab

ada

yi

10:4

5

Valu

e C

o-D

est

ructi

on C

onse

quences of C

onte

xtu

alized In

tera

cti

ons

Betw

een O

nline a

nd O

ffline D

evia

nt Behavio

rs: A

n E

cosy

stem

ic V

iew

» L

oïc

Plé

an

d C

ath

erin

e D

em

an

ge

ot

PROGRAM OVERVIEW

86

11:1

5

A S

caling U

p F

ram

ew

ork

for

Innovati

ve S

erv

ice E

cosy

stem

s: L

ess

ons

from

Eata

ly a

nd K

idZania

» L

au

ra D

i Pie

tro, B

o E

dva

rdsso

n, Ja

vie

r R

eyn

oso

, M

ari

a F

ran

cesca

Re

nzi, M

art

ina

To

ni, a

nd

Ro

bert

a G

ug

lielm

etti M

ug

ion

11:4

5

Delv

ing in

to the role

of dif

fere

nt re

sourc

es fo

r valu

e c

reati

on in

the

inte

rnal m

ark

et

» A

chill

ea

s B

ou

kis

an

d S

ert

an K

ab

ad

ayi

10:4

5

1K

Serv

ice s

olu

tions

and m

obile a

pplicati

ons

GB20

Ch

air

: M

elli

na T

err

es

10:4

5

Serv

ice solu

tions in

pro

fess

ional s

erv

ices – a stu

dy o

f la

w fir

ms in

Pola

nd

» M

are

k G

nu

so

wski, K

ristina

He

ino

ne

n,

an

d J

oha

nn

a F

rösén

11:1

5

So c

lose

yet

so far?

The im

pact

of m

obile a

pp u

sage o

n p

sycholo

gic

al

dis

tance

» C

hri

sto

ph S

chm

itz a

nd

Silk

e B

art

sch

11:4

5

The im

port

ance o

f colo

rs o

n tru

st: how

colo

rs in

fluence o

n serv

ice

mobile a

pplicati

ons?

» M

elli

na

Te

rre

s, L

eon

ard

o N

ico

lao

, M

árc

ia H

ert

er,

an

d D

iego

Co

sta

Pin

to

12:1

5 Lunch

GB44

12:1

5 Edit

ori

al Board

Meeti

ng J

ourn

al of

Serv

ice T

heory

and P

racti

ce

GR20

13:3

0

2A

Specia

l Sess

ion: Serv

ice T

hin

kin

g: Pers

pecti

ves

and A

pplicati

ons

GR01

Ch

air

: R

ussell-

Ben

ne

tt R

eb

eka

h

13:3

0

Serv

ice T

hin

kin

g:

Pers

pecti

ves

and A

pplicati

ons

» R

eb

ekah

Ru

sse

ll-B

en

ne

tt, J

ose

phin

e P

revite, R

ay F

isk, L

inda

Na

sr,

Sid

ne

y A

nde

rson

, an

d S

teven

Ra

yb

urn

13:3

0 2B S

ER

VSIG

Best

Dis

sert

ati

on A

ward

GB17

Ch

air

: T

ho

ma

s B

ake

r

Sp

ea

ke

rs: L

eon

ard

Ma

nd

l, T

ob

ias O

tte

rbrin

g,

Th

om

as L

ecle

rcq

13:3

0

2C

Big

Data

- C

ust

om

er

Experi

ence

GB16

Ch

air

: R

itva

Hö

ykin

pu

ro

13:3

0

Cust

om

er Experi

ence (C

X) A

naly

tics:

Big

Data

Appro

ach to A

naly

se C

X

Data

» M

oh

am

ed

Za

ki

14:0

0

Serv

ice-o

riente

d D

ata

Analy

tics:

Connecti

ng D

ata

Analy

tics to

Valu

e

Cre

ati

on t

hro

ugh S

erv

ice D

esi

gn

» C

hie

hye

on

Lim

, K

wa

ng

-jae

Kim

, M

in-j

un

Kim

, K

i-hu

n K

im, a

nd

Pa

ul

Ma

glio

14:3

0

Serv

ice w

ork

is n

o lo

nger w

here

it u

sed to b

e: C

hallanges to

serv

ice-

rela

ted H

RM

and s

erv

ice leaders

hip

» R

itva

Hö

ykin

pu

ro

13:3

0

2D

Valu

e C

o-C

reati

on I

GB15

Ch

air

: Ja

vie

r R

eyn

oso

13:3

0

Inte

llectu

al c

apit

al a

nd it

s re

lati

on to e

mplo

yee in

novati

ve b

ehavio

r:

consu

mer

valu

e c

o-c

reati

on b

ehavio

r as

a m

odera

tor

» c

hin

sh

iu H

ua

ng

, T

ZU

-AN

LIN

, a

nd

Cin

dy Y

un

hsin

Ch

ou

14:0

0

Mit

igati

ng the R

isks of C

o-C

reati

on b

y In

tegra

ting E

mpath

y a

nd L

ived

Experi

ence in S

erv

ice D

esi

gn

» A

nn

a-S

op

hie

Oe

rtze

n a

nd

Jo

sin

a V

ink

14:3

0

Socia

l C

apit

al and V

alu

e C

o-C

reati

on a

t th

e B

ase

of

the P

yra

mid

» A

na

Va

lde

s-L

oyo

la, C

arlo

s B

ram

bila

Pa

z, Ja

vie

r R

eyn

oso, an

d B

o

Ed

va

rdsso

n

13:3

0

2E C

ust

om

er

Experi

ence II

GB19

Ch

air

: Le

rza

n A

kso

y

PROGRAM OVERVIEW

87

13:3

0

Tra

pped in

a serv

ice e

ncounte

r – Explo

ring c

ust

om

er lo

ck-i

n

perc

epti

ons

du

ring n

egati

ve s

erv

ice e

xperi

ences

» S

ab

ine

Flie

ss a

nd

Ma

art

en

Vo

lke

rs

14:0

0 T

he D

igit

al Sellin

g E

xperi

ence:

Consu

mer-

to-C

onsu

mer

E-C

om

merc

e

» M

ika

Yrj

ölä

, H

an

nu

Sa

ari

järv

i, a

nd

Oska

ri P

aa

kki

14:3

0

Pum

p U

p the V

olu

me: U

nders

tandin

g the D

rivers

of W

ord

-of-

Mouth

Volu

me A

cro

ss In

dust

ries

» T

imo

thy K

ein

ing

ham

, R

ola

nd

Ru

st, B

art

La

riviè

re,

Le

rza

n A

kso

y,

an

d

luke w

illia

ms

13:3

0

2F C

ust

om

er

Engagem

ent

II

GB18

Cha

ir:

Elin

a J

aa

kko

la

13:3

0

Negati

vely

-Vale

nced C

ust

om

er

Engagem

ent

in t

he H

ealt

hcare

Conte

xt:

The C

onst

ruct,

Ante

cedents

, and M

odera

tors

(w

ork

-in-p

rogre

ss)

» N

iloo

far

Bo

rgh

ei R

aza

vi, C

ristian

a L

ag

es,

an

d R

od

rig

o P

ere

z V

eg

a

14:0

0

Explo

ring C

ust

om

er

Engagem

ent M

ark

eti

ng (CEM

) and its

im

pact on

Cust

om

er

Engagem

ent

Behavio

ur (C

EB)

» E

sra

a K

ara

m a

nd

Ma

tth

ew

Ale

xa

nd

er

14:3

0 H

ow

does

engagem

ent

aff

ect

cust

om

er

journ

eys

and e

xperi

ence?

» E

lina

Ja

akkola

an

d M

att

he

w A

lexa

nd

er

13:3

0

2G

Public a

nd N

on-P

rofi

t Serv

ices

GR08

Cha

ir:

Caro

lina

Cam

én

13:3

0

Enabling tra

nsf

orm

ati

ve serv

ice e

ncounte

rs: In

sights

fro

m in

clu

sive a

rts

work

shops

for

people

liv

ing w

ith d

em

enti

a

» P

ab

lo E

sca

rate

-Sa

nch

ez a

nd

Ste

phe

n O

sb

orn

e

14:0

0

Conceptu

al A

dvancem

ents

of a T

ransf

orm

ati

ve S

ocia

l Serv

ice R

ese

arc

h

Fra

mew

ork

» J

oe

rg F

inste

rwa

lde

r, J

eff

Foo

te,

Gra

em

e N

icho

las,

An

na

be

l T

aylo

r,

Ma

ria

He

pi, V

irgin

ia B

ake

r, a

nd

Na

tash

a D

aya

l

14:3

0

Imple

menta

tion o

f a q

uality

model i

n p

ublic c

are

pro

cure

ment:

challenges

and o

pport

unit

ies

» S

ara

Dah

lin a

nd

Caro

lina C

am

én

13:3

0

2H

Serv

ice E

mplo

yees

I

GR02

Cha

ir:

Lili

an

a B

ove

13:3

0

Dysf

uncti

onal

cust

om

er

beh

avio

r, e

mplo

yee s

tress

, and e

mplo

yee

turn

over:

Th

e m

odera

ting

eff

ects

of

em

plo

yee e

mbeddedness

and

cult

ura

l valu

e o

rienta

tion

» T

ae

sh

ikg

Gong

14:0

0

LIN

KIN

G E

MPLO

YEE A

ND

CU

ST

OM

ER

EN

GA

GEM

EN

T B

EH

AV

IOR

S IN

SER

VIC

E E

NC

OU

NT

ER

S: T

HE M

ED

IAT

ION

OF R

ELA

TIO

NA

L E

NER

GY

AN

D IN

TER

AC

TIO

N Q

UA

LIT

Y

» J

. C

hris L

in, C

hih

-Yin

g C

hu

, a

nd

Ha

w-Y

i L

ian

g

14:3

0

Dis

tress

, C

asu

al A

ttri

buti

ons and C

opin

g: Expla

inin

g A

ggre

ssio

n

tow

ard

s H

ealt

h C

are

Work

ers

» L

ilia

na

Bo

ve

an

d S

imo

n P

erv

an

13:3

0

2I N

orm

s in

Serv

ices

GR03

Cha

ir:

Hong

Yu

an

13:3

0

Unders

tandin

g T

he in

ters

ecti

on B

etw

een E

xchange N

orm

s and D

onati

on

Request

s

» E

fua

Obe

ng

an

d S

am

ue

l P

etr

os S

eb

ha

tu

14:0

0

The In

tera

cti

on E

ffect of N

orm

Vio

lati

on T

ype a

nd G

roup C

ate

gori

zati

on

on C

onsu

mer

Reacti

ons

to O

ther-

Cust

om

er

Mis

behavio

r in

Serv

ice

Indust

ry

» C

hlo

e Y

. Q

IU a

nd

Lis

a C

. W

an

14:3

0

The Im

pact

of

Changes

to T

ippin

g N

orm

s at

the O

rganiz

ati

onal

Fro

ntl

ine:

A C

om

pari

son o

f Pre

-serv

ice a

nd P

ost

-serv

ice T

ippin

g

» S

ara

Han

son

, N

ath

an

Warr

en

, a

nd H

on

g Y

ua

n

PROGRAM OVERVIEW

88

13:3

0

2J S

erv

ice O

pera

tion M

anagem

ent

and S

upply

Chain

s I

GR07

Cha

ir:

Cansu

Yild

irim

13:3

0 R

edefi

nin

g t

he S

erv

ice T

riad f

or

Shari

ng S

erv

ices

» S

oo

yu

n K

im a

nd

Sun

me

e C

ho

i

14:0

0

The im

pact of se

rvic

es su

pply

chain

ori

enta

tion o

n p

erc

eiv

ed in

dust

rial

serv

ice q

uality

: an e

mpir

ical analy

sis

» O

zn

ur

Yu

rt,

Tu

ncd

an

Ba

ltacio

glu

, a

nd E

bru

Ag

lam

az

14:3

0

Mult

i-A

gent Serv

ice F

ailure

Cla

ssif

icati

on: Serv

ice S

upply

Chain

Pers

pecti

ve

» C

an

su

Yıld

ırım

an

d B

en

gü

Ofla

c

15:0

0 C

off

ee B

reak

GB45

15:3

0

3A

Specia

l Sess

ion: Bra

ve N

ew

Worl

d: R

obots

in the S

erv

ice F

ront

Lin

e

GR01

Cha

ir: W

ern

er

Ku

nz

15:3

0

Bra

ve N

ew

Worl

d:

Robots

in t

he S

erv

ice F

ront

Lin

e

» W

ern

er K

un

z, Jo

che

n W

irtz

, Pa

ul P

att

ers

on

, T

ho

rste

n G

rube

r, V

inh

Lu

,

Ste

fan

ie P

alu

ch

, a

nd

An

tje

Ma

rtin

s

15:3

0

3B B

randin

g a

nd S

erv

ice C

om

munic

ati

ons

I

GB16

Cha

ir:

Aro

n O

'Cass

15:3

0

Bra

nd P

ublicit

y a

nd C

onsu

mer

Senti

ment

in O

nline R

evie

ws

» J

aco

b M

icke

lsso

n,

Jo

ep

Va

n H

are

n,

Rola

nd

Wenm

ecke

rs, Jo

s

Le

mm

ink,

an

d K

ristin

a H

ein

one

n

16:0

0 O

mni-

channel com

munic

ati

on in c

ult

ura

l se

rvic

es

» R

ob

ert

a G

arg

iulo

, C

ristin

a C

. A

mitra

no

, a

nd F

rancesco B

ifu

lco

16:3

0

A m

ult

ilevel s

tudy o

f se

rvic

e b

rand b

uildin

g: U

npackin

g e

mplo

yee b

rand

buildin

g b

ehavio

rs

» A

ron

O'C

ass a

nd

Vid

a S

iah

tiri

15:3

0

3C

Cust

om

er

Experi

ence in S

erv

ices

I

GB19

Cha

ir:

Caro

lin P

lew

a

15:3

0

An E

xplo

rati

on o

n the M

echanis

m o

f C

o-c

reati

on E

xperi

ence: A

n

Em

pir

ical Stu

dy in W

eddin

g S

erv

ice

» lis

ha

n x

ie,

Don

gm

ei Li, a

nd

Xia

oyu

n H

an

16:0

0

Managin

g a

ttri

buti

ons

of

gra

titu

de-g

enera

ting e

ncounte

rs

» P

ao

lo A

nto

ne

tti, S

eb

astia

n F

ork

ma

nn

, T

ho

mas B

ake

r, a

nd

Kri

sty

Reyn

old

s

16:3

0 T

he inte

rpla

y o

f valu

e-i

n-u

se a

nd t

rust

in t

he s

erv

ice p

rovid

er

» C

aro

lin P

lew

a a

nd

Jill

ian

C. S

we

en

ey

15:3

0

3D

Dig

ital Serv

ices

- Pla

tform

Serv

ices

GB18

Cha

ir:

Silk

e B

art

sch

15:3

0

Busi

ness

Model In

novati

on a

nd V

alu

e-c

reati

on:

The P

latf

orm

Way

» T

or W

. An

dre

asse

n, L

ine

Le

rvik

-Ols

en

, Han

na

h S

nyd

er,

Jill

ian

C.

Sw

ee

ne

y, Y

ve

s V

an

Va

ere

nb

erg

h, an

d A

llard

va

n R

iel

16:0

0 T

he R

ole

of

Dig

ital Pla

tform

E-S

erv

ices

in C

hin

ese

Cin

em

a Indust

ry

» B

en

Liu

, X

ing

Wan

, a

nd N

ian

xin

Wa

ng

16:3

0 T

he E

ffect

of

Serv

ice Inte

rface o

n Indiv

iduals

' Exerc

ise A

dhere

nce

» S

ilke

Ba

rtsch

and

Yin

gzi X

u

15:3

0

3E N

ew

Analy

tical A

ppro

aches

in S

erv

ice R

ese

arc

h I

GB17

Cha

ir:

Gys-W

alt v

an

Egd

om

15:3

0

Info

rmin

g R

eso

urc

e In

tegra

tion in

Serv

ice D

om

inant Logic

wit

h

Moti

vati

on T

heory

» R

olf F

indsru

d,

Bå

rd T

ron

vo

ll, a

nd

Bo E

dva

rdsson

PROGRAM OVERVIEW

89

16:0

0

Dete

cti

ng S

puri

ous M

odera

tion E

ffect in

Serv

ice R

ese

arc

h: A

n

Info

rmati

on-T

heore

tic A

ppro

ach a

nd M

odLR S

PSS M

acro

» A

hm

ad

Da

rya

nto

16:3

0

Apply

ing M

achin

e T

ransl

ati

on in

Senti

ment A

naly

sis:

the C

ase

of

Chin

ese

Revie

ws

on T

ripA

dvis

or

» G

ys-W

alt v

an

Eg

dom

, M

ark

Plu

ym

aeke

rs,

and

Zill

a D

oo

ge

15:3

0

3F S

erv

ice E

mplo

yees

II

GB15

Ch

air

: O

livie

r F

urr

er

15:3

0 SER

VIC

E E

MP

LO

YEE G

EST

UR

ES A

S D

EEP A

CT

ING

EV

IDEN

CE

» T

ali

Se

ge

r-G

utt

ma

nn

an

d H

an

a M

ed

ler-

lira

z

16:0

0 Evid

ence f

or

Thre

e R

ole

Behavio

rs f

or

Fro

ntl

ine S

erv

ice E

mplo

yees

» P

hia

ng

dao

Ch

ao

luck, C

hristo

ph

er

J.

Me

dlin

, a

nd J

od

ie C

on

du

it

16:3

0

Fro

ntl

ine E

mplo

yee F

riendliness

: an E

xplo

rato

ry Invest

igati

on i

n t

he

Serv

ice Indust

ry

» M

ela

nie

Bo

nin

se

gni an

d O

livie

r F

urr

er

15:3

0

3G

Serv

ice E

xperi

ence

GR03

Ch

air

: M

att

he

w A

lexa

nd

er

15:3

0

"Buy-i

t-yours

elf

": S

hould

th

e r

eta

ilin

g i

ndust

ry s

upport

do-i

t-yours

elf

pra

cti

ces?

» Z

akia

Ob

aid

ala

he

and

Na

dia

Ste

ils

16:0

0

Deliveri

ng

inte

gra

ted a

nd c

ust

om

ised s

erv

ice e

xperi

ences

wit

hin

a

hete

rogeneous

cult

ura

l org

anis

ati

on

» J

an

e J

oh

nsto

ne

, M

att

he

w A

lexa

nd

er,

an

d D

ere

k B

ryce

16:3

0

Tra

nsf

orm

ing

mundane e

xperi

ences:

explo

ring c

ust

om

er

well

-bein

g o

f

the c

om

muti

ng j

ourn

ey

» M

imi L

ian

a A

bu,

Ma

tth

ew

Ale

xa

nd

er,

an

d J

ulie

tte

Wils

on

15:3

0

3H

Serv

ice F

ailure

and R

ecovery

I

GR07

Ch

air

: C

aro

l A

za

b

15:3

0

How

Do C

ust

om

ers

React U

nder Serv

ice F

ailure

s? T

he R

ole

s of th

e T

wo

Dim

ensi

ons

of Bra

nd P

erc

epti

on - W

arm

th a

nd C

om

pete

nce

» S

ha

nn

on

X.

Yi, C

hlo

e Y

. Q

IU,

an

d L

isa

C. W

an

16:0

0

A C

om

pre

hensi

ve C

lass

ific

ati

on o

f Serv

ices Failure

s Base

d o

n

Inte

nti

onality

and D

ura

tion o

f Failure

s

» A

min

Na

zifi a

nd

Dah

lia E

l-M

an

str

ly

16:3

0 T

his

Cust

om

er

has

an a

ccent!

Would

(s)

he b

e t

reate

d d

iffe

rentl

y?

» C

aro

l A

za

b a

nd J

on

as H

olm

qvis

t

15:3

0

3I T

ransf

orm

ati

ve a

nd H

ealt

h S

erv

ices

I

GR08

Ch

air

: M

ark

Ro

sen

bau

m

15:3

0 V

alu

e C

o-c

reati

on in N

on-C

linic

al C

ancer

Centr

e

» Q

ian

Wan

g a

nd

Da

hlia

El-

Ma

nstr

ly

16:0

0 G

am

ifie

d W

ork

and t

he e

ffect

on F

ront

Lin

e E

mplo

yees

Experi

ence

» W

afa

Ha

mm

edi, T

ho

mas L

ecle

rcq

, a

nd

In

grid

PO

NC

IN

16:3

0

Serv

ice in 2

050:

Desi

gn f

or

Serv

ice Inclu

sion

» R

ay F

isk, A

liso

n D

ea

n, A

lison J

ou

be

rt, Lin

da

Nasr,

Jose

ph

ine

Pre

vite,

Nic

hola

Ro

be

rtso

n, a

nd

Ma

rk R

ose

nba

um

15:3

0

3J T

ransf

orm

ati

on i

n S

erv

ices

GR02

Ch

air

: R

ebe

cca

Russe

l-B

en

nett

15:3

0

Th

e e

merg

ence o

f consu

mer

experi

ence i

n t

ransf

orm

ati

ve c

onsu

mer

journ

eys

» L

arissa

Ca

rin

e B

raz B

ecker

an

d E

lina

Ja

akko

la

16:0

0

Levera

gin

g D

esi

gn In

novati

on for an a

ppro

ach to a

ddre

ss ‘Bott

om

of th

e

Pyra

mid

’ m

ark

et se

gm

ent

» D

oji

Lo

kku

, A

na

nd

Kum

ar,

Jo

se

Kum

ar

Re

dd

yp

og

u,

an

d N

ikh

il Z

op

e

16:3

0

The T

ransf

orm

ati

ve S

erv

ice P

ara

dox: T

echnolo

gy a

s a tool t

o a

ssis

t

wellbein

g

» R

eb

eka

h R

usse

ll-B

en

ne

tt, K

ate

Le

the

ren

, R

ory

Mu

lca

hy, a

nd

Uw

e

Du

lleck

PROGRAM OVERVIEW

90

15

:30

3K

Cust

om

er

Experi

ence a

nd V

alu

e D

est

ructi

on

GB20

Ch

air

: G

au

ri L

au

d

1

5.30

1 5 : 3 0

How

sophis

ticate

d serv

icesc

ape c

an reduce n

egati

ve feelings w

hen a

failure

occur?

» M

elli

na

Te

rre

s, M

árc

ia H

ert

er,

Die

go C

osta

Pin

to,

an

d J

ose A

fon

so

Ma

zzo

n

16

:00

An Invest

igati

on o

f th

e A

nte

cedents

of

Cust

om

er

Co-c

reati

on a

nd C

o-

pro

ducti

on in H

ealt

h S

erv

ices

» R

od

oula

H.

Tsio

tso

u

16

:30

Serv

ice S

yst

em

Well-b

ein

g:

Conceptu

alisi

ng a

Macro

-Level

Concept

» G

au

ri L

au

d, C

he

ryl Le

o, a

nd C

ind

y Y

un

hsin

Ch

ou

19

:00

G

ala

Din

ner

Musé

e d

es

Art

s Fora

ins

09:3

0

Co-o

peti

tion a

nd t

he c

o-c

reati

on o

f bra

nds:

An e

xplo

rato

ry s

tudy

» L

ind

a R

obin

so

n

10

:00

T

he r

ole

of

bra

nd c

om

munit

y f

or

serv

ice o

rganiz

ati

on e

mplo

yees

» L

ina

Xio

ng

an

d C

erid

wyn

Kin

g

09

:00

4C

New

Analy

tical A

ppro

aches

in S

erv

ice R

ese

arc

h II

GB17

Ch

air

: M

art

in P

aul F

ritz

e

09:0

0

Patt

ern

s of Serv

itiz

ati

on in

Manufa

ctu

ring – S

ubst

ituta

bilit

y o

f G

oods

and S

erv

ices

wit

h C

ust

om

er

Rela

tionsh

ips

» T

am

ao

Miu

ra a

nd

Sh

oji

Ya

ma

mo

to

09:3

0

Co-C

reati

ng O

fferi

ngs:

A M

atu

rity

Model

» A

nn

a-S

op

hie

Oe

rtze

n

10

:00

Serv

itiz

ati

on – T

he H

oly

Gra

il?

Consi

deri

ng T

he S

trate

gic

Dark

Sid

es

of

Serv

itiz

ati

on

» M

art

in P

au

l F

ritz

e,

Flo

ria

n U

rme

tze

r, M

ich

ael L

eye

r, a

nd A

nd

y N

ee

ly

09

:00

4D

Cust

om

er

Part

icip

ati

on

GB18

Ch

air

: M

ari

on

Bü

ttg

en

09:0

0

When is

Cust

om

er

Part

icip

ati

on A

lone Insu

ffic

ient?

» S

tep

ha

nie

De

llan

de

09:3

0

Copin

g w

ith C

ust

om

er

Part

icip

ati

on t

hro

ugh Im

pro

vis

ati

on

» J

essic

a V

red

en

bu

rg,

Sim

on

Be

ll, a

nd

Eva

n P

olm

an

10

:00

Reducin

g C

ust

om

er

Part

icip

ati

on S

tress

in F

inancia

l Serv

ices

» S

tep

ha

nie

Ha

age

r, J

anin

a G

arb

as,

Ma

rio

n B

ütt

ge

n, Ja

n H

. S

ch

um

an

n,

an

d Z

ela

l A

tes

09

:00

4E S

erv

ice D

esi

gn a

nd S

erv

ice Innovati

on

GR07

Ch

air

: Lo

ic P

lé

Sa

turd

ay

, 1

6th

Ju

ne

0

8:0

0

Edit

ori

al

Board

Meeti

ng J

ourn

al of

Serv

ices

Mark

eti

ng

GR20

0

8:3

0

Coff

ee B

reak

GB45

4A

Specia

l Sess

ion:

Money M

att

ers

: C

onsu

mer

Fin

ancia

l W

ell B

ein

g

09

:00

T

oday a

nd T

om

orr

ow

GR01

Ch

air

: E

lisa

be

th B

rugg

en

09:0

0 M

oney M

att

ers

: C

onsu

mer

Fin

ancia

l W

ell B

ein

g T

oday a

nd T

om

orr

ow

» E

lisa

beth

Bru

gg

en a

nd S

ert

an

Ka

bad

ayi

4B B

randin

g a

nd S

erv

ice C

om

munic

ati

on II

09

:00

G

B16

Ch

air

: Lin

a X

iong

09:0

0 D

rivers

of consu

mer

engagem

ent in

bra

nd identi

ty c

o-c

reati

on

» C

ath

erin

e D

a S

ilve

ira

and

Cla

ud

ia S

imo

es

PROGRAM OVERVIEW

91

09:0

0

Inte

gra

ting Serv

ice D

esi

gn m

ult

idis

cip

linary

pers

pecti

ves to

support

the

Serv

ice Innovati

on p

rocess

» M

aír

a P

reste

s J

oly

, Jo

rge

Gre

nh

a T

eix

eir

a, L

ia P

atr

ício

, a

nd D

an

iela

Sa

ng

iorg

i

09:3

0

Serv

ice Innovati

on in a

Tri

adic

Busi

ness

-To-B

usi

ness

Netw

ork

» C

ha

vi C

hen

, X

ia Z

hu,

and

Lo

ïc P

lé

09

:00

4F S

erv

ice F

ailure

and R

ecovery

II

GB20

Cha

ir:

Pasca

l G

üntü

rkü

n

09:0

0

Unfa

ir o

nline revie

w: A

thir

d p

art

y v

iew

of i

llegit

imate

and a

busi

ve

com

pla

int

» J

ira

po

rn S

ura

ch

art

kum

tonkun

, D

eb

ra G

race

, a

nd M

itch

ell

Ross

09:3

0

Dare

to S

hare

: Sti

mula

ting E

lectr

onic

Word

-of-

Mouth

aft

er Serv

ice

Recovery

in t

he H

ote

l In

dust

ry

» H

ilde

Han

eg

ree

fs,

Ma

rk P

luym

aeke

rs,

Me

rel D

on

ke

rs, F

rida

Jou

str

a,

Cele

sta

Va

n D

er

Laa

n, W

ille

mijn

Odeke

rke

n, Ja

sm

ijn S

ten

zle

r, a

nd

Ma

rtijn

Ze

ng

erink

10

:00

WH

EN

CO

NSU

MER

LO

VE S

TR

IKES B

AC

K:

TH

E E

FF

EC

TS O

F O

NLIN

E

CO

MP

LA

INT

HA

ND

LIN

G A

ND

RELA

TIO

NSH

IP-S

TR

EN

GT

H O

N

CU

ST

OM

ER

REV

EN

GE

» W

olfg

ang

Weitzl, C

lem

ens H

utz

ing

er,

Pa

sca

l G

ün

türk

ün

, an

d S

abin

e

Ein

will

er

09

:00

4G

Serv

ice O

pera

tion M

anagem

ent

and S

upply

Chain

s II

GR02

Cha

ir:

Arn

i H

alld

ors

so

n

09:0

0

How

Do P

rocess

Flo

w T

imes M

att

er in

Em

erg

ency D

epart

ments

? T

he

Dif

fere

nti

al Eff

ects

on P

roducti

vit

y a

nd P

ati

ent Experi

ence

» J

eff S

mith

, Je

ff S

hockle

y,

and

Sid

ne

y A

nd

ers

on

09:3

0

Supply

chain

managem

ent

as

a t

ransf

orm

ati

ve s

erv

ice

» N

itip

on

Ta

nsa

kul, S

uth

ath

ip S

ua

nm

ali,

an

d K

unio

Shir

ah

ada

10

:00

Dynam

ic C

apabilit

ies fo

r Im

pro

vin

g S

erv

ice O

fferi

ngs th

rough

Uti

lizati

on o

f C

ust

om

er

Sati

sfacti

on Info

rmati

on

» A

nd

rea

Birch

-Je

nse

n,

Ida

Gre

myr,

and

Arn

i H

alld

ors

so

n

09

:00

4H

Serv

ice R

ela

tionsh

ips

I

GR03

Cha

ir: J.C

hris L

in

09:0

0

Gender dif

fere

nces in

the c

ust

om

er re

sponse

to reta

il lo

yalt

y card

s:

Fin

din

gs

from

superm

ark

ets

in t

he U

K

» A

kik

o U

en

o a

nd

Piy

ush

Sha

rma

09:3

0

TH

E U

NIQ

UEN

ESS R

OLE O

F R

ELA

TIO

NSH

IP M

AR

KET

ING

IN

SM

ALL

SER

VIC

E B

USIN

ESSES

» T

ali

Se

ge

r-G

utt

ma

nn

an

d S

ha

ke

d G

ilboa

10

:00

WH

AT

IF I M

AK

E T

HE W

RO

NG

DEC

ISIO

N? T

HE R

OLE O

F A

NT

ICIP

AT

ED

REG

RET

IN

SW

ITC

HIN

G B

AR

RIE

R B

ASED

CU

ST

OM

ER

RET

EN

TIO

N

» J

. C

hris L

in, C

hih

-Yin

g C

hu

, a

nd

Ha

w-Y

i L

ian

g

09

:00

4I C

ust

om

er

Experi

ence III

GB19

Cha

ir:

Fré

dé

ric P

on

sig

non

09:0

0

Gre

at oaks fr

om

litt

le a

corn

s gro

w: T

racin

g the scie

nti

fic e

volu

tion o

f

cust

om

er experi

ence rese

arc

h u

sing a

scie

nce m

appin

g a

ppro

ach

» S

tefa

n D

yck

09:3

0

The C

X S

cale

: T

ow

ard

s a H

olist

ic M

easu

rem

ent of C

ust

om

er

Experi

ences

alo

ng t

he C

ust

om

er

Journ

ey

» M

ark

us G

ah

ler,

Mic

ha

el P

aul, a

nd

Jan

F.

Kle

in

10

:00

Develo

pm

ent and v

alidati

on o

f a m

easu

rem

ent sc

ale

for th

e e

xperi

ence

capabilit

y c

onst

ruct

» F

rédé

ric P

onsig

no

n, Je

ff S

mith

, an

d A

nd

i S

ma

rt

PROGRAM OVERVIEW

92

09

:00

4J T

ransf

orm

ati

ve a

nd H

ealt

h S

erv

ices

II

GR08

Ch

air

: Le

ena

Aa

rikka

-Ste

nro

os

09:0

0

Tough b

ut not te

rrif

ic: w

hen v

alu

e is

dest

royed in

men’s

pre

venta

tive

healt

h s

erv

ices

» J

acq

uie

McG

raw

, R

eb

eka

h R

ussell-B

en

ne

tt,

and

Ka

the

rine

M. W

hite

09:3

0

The G

lobal R

efu

gee C

risi

s: H

ow

Can T

ransf

orm

ati

ve S

erv

ice

Rese

arc

hers

Help

?

» L

ind

a N

asr

and

Ra

y F

isk

10

:00

What const

itute

s pati

ent experi

ence a

nd journ

ey in

pedia

tric

healt

h

serv

ices?

Contr

ast

ing d

octo

rs a

nd c

are

giv

ers

perc

epti

ons

» L

au

ri L

ito

vu

o, E

lina

Ja

akkola

, L

ee

na

Aa

rikka

-Ste

nro

os, Jo

han

na

Ka

ipio

,

Nin

a K

arisalm

i, a

nd

Ma

rko

Nie

min

en

10:3

0 C

off

ee B

reak

GB45

11:0

0

5A

Specia

l Sess

ion:

Gro

win

g S

erv

ices

in b

ase

-of-

the p

yra

mid

mark

ets

GR01

Ch

air

: H

eik

o G

eb

aue

r

11:0

0

Gro

win

g s

erv

ices

in b

ase

-of-

the-p

yra

mid

mark

ets

» H

eik

o G

eb

au

er,

Ja

vie

r R

eyn

oso

, Ka

rla

Ca

bre

ra, a

na

va

ldes, a

nd

Sim

on

Jo

nco

urt

11:0

0

5B B

ig D

ata

- S

mart

Serv

ices

GB16

Ch

air

: B

o E

dva

rdsso

n

11:0

0

B2B

Cust

om

ers

’ D

ata

Dis

clo

sure

Concern

s R

egard

ing S

mart

Serv

ice

Adopti

on:

A Q

ualita

tive A

ppro

ach

» C

ori

nna

Win

kle

r, C

urd

-Ge

org

Eg

ge

rt,

and

Ja

n H

. S

ch

um

an

n

11:3

0

Aest

heti

cs

of

Inte

racti

on a

nd V

alu

e C

o-C

reati

on b

etw

een U

ser

and

Sm

art

Serv

ice A

rtefa

ct:

Invest

igati

ng the M

odera

ting E

ffect of Em

oti

on

» C

ecili

a L

ee

12

:00

SM

AR

T R

ESO

UR

CE IN

TEG

RA

TIO

N

» M

ari

a C

olu

rcio

, B

o E

dva

rdsso

n,

Ste

lla C

arè

, an

d A

lbe

rto

Pa

sto

re

11:0

0

5C

Touri

sm S

erv

ices

GB17

Ch

air

: M

art

ina

Ga

llarz

a

11:0

0

Usi

ng S

ocia

l Const

ructi

vis

m to theori

ze the in

fluence o

f cult

ure

in

quality

touri

sm s

erv

ice e

xperi

ences

» L

yn

n B

eckle

s

11:3

0 D

evelo

pin

g s

mart

touri

sm s

erv

ices:

a c

o-c

reati

on f

ram

ew

ork

» M

ari

an

na

Sig

ala

12

:00

Opera

tionalizati

on a

nd i

nte

rdependence o

f perc

eiv

ed v

alu

e:

a

com

pre

hensi

ve s

econd o

rder

model fo

r hosp

itality

serv

ices

» M

art

ina

Ga

llarz

a,

Fra

ncis

co A

rte

ag

a, a

nd I

rene

Gil

Sa

ura

11:0

0

5D

Cust

om

er

Experi

ence IV

GB18

Ch

air

: N

ath

alie

Dem

oulin

11:0

0 Em

bodie

d c

ust

om

er

experi

ence in g

roup f

itness

» T

iina

-Ka

isa

Ku

uru

an

d E

lina

Nä

rvä

ne

n

11:3

0

Less

Than O

rdin

ary

– Q

uanti

fyin

g the In

fluence o

f Every

-Day

Experi

ences

On C

onsu

mers

‘ B

uyin

g B

ehavio

r

» P

hil

Kla

us a

nd

Volk

er

Ku

ppelw

iese

r

12

:00

Seam

less

Cust

om

er Experi

ence: t

he const

ruct,

Ante

cedents

and

Outc

om

es

» H

ele

n C

occo

an

d N

ath

alie

De

mo

ulin

11:0

0

5E P

ost

-Purc

hase

Phase

GB19

Ch

air

: C

hatu

ra R

an

aw

ee

ra

11:0

0

A C

ross

-Nati

onal S

erv

ice S

trate

gy to D

eal w

ith P

roduct R

etu

rns:

The

Role

of R

etu

rn P

olicie

s and Inst

ituti

onal Envir

onm

ent

» J

an

a G

äth

ke

an

d K

atja G

elb

rich

PROGRAM OVERVIEW

93

11:3

0

A reconceptu

alizati

on o

f so

cia

l tie

s fo

r th

e P

ost

-Serv

ice S

hari

ng o

f

Info

rmati

on

» K

aly

an

i M

en

on

an

d C

ha

tura

Ran

aw

ee

ra

11:0

0

5F S

erv

ice F

ailure

and R

ecovery

III

GB20

Cha

ir:

Sta

n M

akla

n

11:0

0

An e

xplo

rato

ry stu

dy in

to the o

ccurr

ence o

f em

oti

onal c

onta

gio

n a

fter a

serv

ice failure

am

ong T

wit

ter use

rs w

ho a

re u

nfa

milia

r w

ith e

ach o

ther

» S

ve

nja

Wid

de

rsho

ve

n,

Ma

rk P

luym

aeke

rs,

Jo

sée

Blo

em

er,

Pa

ul

Sin

cla

ir, a

nd

Ha

ithe

m Z

ou

rrig

11:3

0 H

ow

Pote

nti

al C

ust

om

ers

Resp

ond t

o S

erv

ice R

ecovery

Str

ate

gie

s

» E

lisa

Ch

an

, Lis

a C

. W

an,

and

Ma

gg

ie Y

. C

hu

12:0

0 R

evis

itin

g C

SR

in s

erv

ice f

ailure

s: A

cause

-dependent

buff

er

» P

ao

lo A

nto

ne

tti, B

en

ed

ett

a C

risa

fulli

, a

nd

Sta

n M

akla

n

11:0

0

5G

Serv

ice Innovati

on -

Cust

om

er

Experi

ence

GR02

Cha

ir:

Pe

r S

kålé

n

11:0

0 H

ow

do Inte

rmedia

ries

Enable

Open S

erv

ice Innovati

on?

» K

rith

ika R

an

dha

wa

, R

alf W

ilde

n,

an

d S

igg

i G

ud

erg

an

11:3

0 Serv

ice p

rovid

ers

as

entr

epre

neurs

of

co-c

reati

on a

ssets

.

» M

ich

ae

l E

hre

t an

d J

och

en

Wir

tz

12:0

0 Serv

ice innovati

on in t

he S

wedis

h m

usi

c indust

ry

» P

er

Skå

lén

11:0

0

5H

Serv

ice R

ela

tionsh

ips

II

GR03

Cha

ir:

Hong

we

i H

e

11:0

0

Is D

iscre

tionary

Pre

fere

nti

al T

reatm

ent

Bad t

o N

onbenefi

cia

ries?

Th

e

Em

oti

onal Path

ways

of

Envy a

nd B

oundary

Condit

ions

» K

imm

y C

ha

n,

Ch

i K

in (

Be

nne

tt)

Yim

, an

d T

ae

shik

Gon

g

11:3

0

Cust

om

er-

Em

plo

yee R

apport

: A D

yadic

Pers

pecti

ve in

Mult

i-C

hannel

Serv

ice S

ett

ings

» M

oh

am

ed

Ma

he

r H

am

ma

d, T

rea

sa

Ke

arn

ey,

and

Ch

ris R

ad

da

ts

12

:00

Self

-dete

rmin

ati

on a

nd serv

ice p

erf

orm

ance: th

e role

s of se

rvic

e

adapti

veness

and o

penness

to e

xperi

ence

» W

eiy

ue W

ang

, H

ong

we

i H

e, S

un

il S

ah

ade

v,

an

d W

ei S

on

g

11:0

0

5I Serv

iscape a

nd S

erv

ice E

nvir

onm

ents

GR07

Cha

ir:

Ath

inod

oro

s C

hro

nis

11:0

0

Can sit

uati

onal fa

cto

rs a

ffect sh

op a

ssis

tants

’ com

pete

nces

to g

et

cust

om

er

sati

sfacti

on?

» R

au

l P

ere

z,

LA

UR

A L

UC

IA-P

AL

AC

IOS

, a

nd

Yo

land

a P

olo

-re

do

ndo

11:3

0

Unders

tandin

g t

he V

alu

e P

rocess

in S

erv

ice

» J

on

as H

olm

qvis

t, C

hristian

Grö

nro

os,

Luca

Vis

co

nti,

Bla

nd

ine

Gua

is,

an

d A

uré

lie K

essou

s

12

:00

Em

bodie

d S

tagin

g a

nd t

he M

akin

g o

f a T

ouri

st S

erv

icesc

ape

» A

thin

od

oro

s C

hro

nis

11:0

0

5J T

ransf

orm

ati

ve a

nd H

ealt

h S

erv

ices

III

GR08

Cha

ir:

Ge

rma

n R

am

ire

z C

on

tre

ras

11:0

0 D

esi

gnin

g T

ransf

orm

ati

ve H

ealt

h S

erv

ices

at

the B

ase

of

the P

yra

mid

» I

lma

Nu

r C

ho

wd

hu

ry a

nd

Lin

da

Na

sr

T

ransf

orm

ing consu

mers

financia

l wellbein

g thro

ugh gam

ifie

d cust

om

er

11:3

0 valu

e

» R

ory

Mu

lca

hy,

Reb

eka

h R

usse

ll-B

en

ne

tt, a

nd

Da

wn

Iaco

bucci

12

:00

The (

Tra

nsf

orm

ati

ve)

Tem

pora

ry T

hir

d P

lace

» M

ark

Ro

se

nba

um

, K

ath

y (

Ka

wo

n)

Kim

, G

erm

an

Ram

ire

z C

on

tre

ras,

Au

gu

sto

Ro

drig

ue

z O

reju

la,

an

d J

oo

hyu

ng P

ark

12:3

0 Lunch

GB44

PROGRAM OVERVIEW

94

12:3

0 Edit

ori

al Board

Meeti

ng J

ourn

al O

f Serv

ice M

anagem

ent

GB15

13

:45

Ple

nary

Sess

ion II:

Pri

ori

ties

in S

erv

ice R

ese

arc

h

C

hair

: Le

rza

n A

kso

y

S

pe

ake

rs:

Hél

ène

Dun

eigr

e, L

oic

Gui

lloux

, , M

icha

el B

rady

, Reb

ekah

Rus

sell-

Ben

nett,

Sik

aar

Kei

ta

15:0

0 C

off

ee B

reak

GB45

15:3

0

6A

B2B -

Serv

ice R

ela

tionsh

ips

GB16

Ch

air

: D

om

inik

Geo

rgi

15:3

0

Desi

gn o

f tr

ansa

cti

on b

ase

d b

usi

ness

pro

cess

serv

ices

usi

ng v

alu

e

vie

wpoin

t

» A

na

nd

Ku

ma

r, D

oji

Lo

kku

, Jo

se

Kum

ar

Re

dd

yp

og

u,

an

d N

ikh

il Z

op

e

16:0

0

How

Consu

ltants

Can S

hape P

roje

ct

Outc

om

es

Befo

re T

hin

gs

Get

Sta

rted: T

he R

ole

of Fit

Betw

een O

ffer Posi

tionin

g a

nd C

onte

xtu

al

Facto

rs f

or

Pro

ject Perf

orm

ance

» D

an

iel M

aa

r a

nd

Dirk T

otz

ek

16:3

0 D

evelo

pm

ent

and im

ple

menta

tion o

f valu

e p

roposi

tions:

a t

oolb

ox

» A

dri

en

ne

Sch

äfe

r an

d D

om

inik

Geo

rgi

15:3

0

6B C

ust

om

er

Experi

ence i

n S

erv

ice II

GB19

Ch

air

: A

ida

n D

aly

15:3

0 C

ust

om

er

acti

vit

y in e

very

day u

se o

f so

cia

l and h

ealt

hcare

serv

ices

» U

lla S

ärk

ikan

gas

16:0

0

Explo

ring the Im

plicati

ons of A

ugm

ente

d R

eality

-base

d S

erv

ices in

the

Pre

-purc

hase

Sta

ge o

f O

nline T

ouri

sm

» T

se

ng

-Lu

ng

Hua

ng

, C

hia

Yu

n H

sie

h,

an

d M

en

g-Y

i L

in

16:3

0 A

pplicati

ons

of

Foru

m T

heatr

e t

o S

erv

ice Inte

racti

ons

» A

idan

Da

ly a

nd

Ra

y F

isk

15:3

0

6C

Dig

ital Serv

ices

- A

rtif

icia

l In

tellig

ence

GB18

Ch

air

: V

altte

ri K

aa

rte

mo

15:3

0

Chatt

ing w

ith m

y robot-

chef:

Conta

ct le

vels

, socia

l inte

racti

on, a

nd the

serv

ice w

ork

ers

of

the f

utu

re

» K

ate

Le

the

ren

, Jola

nd

a J

ett

en

, Jon

ath

an

Rob

ert

s,

and

Ja

red

Do

no

va

n

16:0

0

Art

ific

ial I

nte

llig

ence (A

I) a

nd R

oboti

cs:

the c

ase

of th

e H

olo

boti

cs

Experi

ence in R

eta

il

» M

ari

alu

isa

Ma

rzu

llo,

Cri

stin

a M

ele

, a

nd

Tiz

ian

a R

usso

Sp

en

a

16:3

0

Art

ific

ial In

tellig

ence i

n S

erv

ice R

ese

arc

h

» V

altte

ri K

aa

rtem

o

Art

ific

ial

Inte

llig

ence i

n S

erv

ice R

ese

arc

h

» V

altte

ri K

aa

rtem

o

15:3

0

6D

Dig

ital Serv

ices

- Socia

l M

edia

GR03

Ch

air

: P

au

l H

arr

iga

n

15:3

0

Giv

ing a

nd receiv

ing e

WO

M in

alt

ruis

tic serv

ices:

the role

of cust

om

er

valu

e

» R

eb

eka

h R

usse

ll-B

en

ne

tt, Jo

se

ph

ine

Pre

vite

, a

nd R

ory

Mu

lcah

y

16:0

0

The im

pact of consu

mers

' featu

re u

se for online c

om

pla

inin

g o

n their

wellbein

g

» Y

ea

n S

ha

n B

eh

an

d L

aszlo

Sa

jtos

16:3

0

Tw

o-w

ay i

nst

ituti

onal

accult

ura

tion a

nd i

denti

ty c

o-c

reati

on in s

ocia

l

media

» M

om

oko

Fujit

a,

Pa

ul H

arr

igan

, a

nd G

eo

ffre

y S

ou

tar

15:3

0

6E S

erv

ice Innovati

on -

An O

rganiz

ati

onal V

iew

GB17

Ch

air

: In

go

O.

Karp

en

PROGRAM OVERVIEW

95

15

:30

The Im

pact of W

ork

Conte

xtu

al V

ari

able

s on the C

reati

vit

y o

f Fro

ntl

ine

Serv

ice E

mplo

yees

» C

he

n-Y

a W

ang

and

Weim

in C

hiu

16

:00

Fro

ntl

ine e

mplo

yees

as

part

icip

ants

in s

erv

ice i

nnovati

on

» M

ari

t E

ng

en

16

:30

Innovati

on in

Online C

om

munit

ies:

Condit

ions fo

r C

ust

om

er C

reati

vit

y

and P

art

icip

ati

on

» G

au

ri L

au

d, In

go

O. K

arp

en

, a

nd

Jo

die

Co

nd

uit

15:3

0

6F C

onsu

mer

Behavio

r in

Serv

ices

II

GR02

Cha

ir: Jim

Sa

las

15

:30

Serv

ices

and t

he A

gin

g B

rain

» J

oh

n B

ate

son

16

:00

Unders

tandin

g n

eed for cust

om

er ass

ista

nce: m

easu

ring the p

ers

onal

dif

fere

nces

that

trig

ger

cust

om

er

ass

ista

nce r

equest

» M

ari

on

SA

NG

LE

-FE

RR

IER

E a

nd

Ben

Vo

ye

r

16

:30

Com

para

ble

Purc

hase

Devia

tions H

ow

Cust

om

er Learn

ing in

a

Com

mit

ted F

irm

Rela

tionsh

ip Im

pacts

Longit

udin

al U

pgra

din

g

» J

im S

ala

s, C

ha

dw

ick M

ille

r, a

nd

La

szlo

Sa

jtos

15:3

0

6G

Serv

ice F

ailure

and R

ecovery

IV

GB20

Cha

ir:

Ye

lena

Tsa

renko

15

:30

The E

ffect of C

apti

vit

y o

n C

ust

om

ers

' Serv

ice Q

uality

Perc

epti

on,

Dis

sati

sfacti

on,

and W

ord

-of-

Mouth

» O

livie

r F

urr

er

16

:00

Failed S

erv

ice R

ela

tionsh

ips:

The T

raje

cto

ry o

f C

onsu

mer

Em

oti

ons

» S

ylv

ia L

ong

-To

lbe

rt

16

:30

You a

re suppose

d to h

elp

me: T

ransg

ress

ed c

ust

om

ers

' evalu

ati

ons

of

help

fro

m serv

ice p

rovid

er and thir

d-p

art

y c

ust

om

er fo

llow

ing serv

ice

failure

» T

ing

Hin

Ho,

Dew

i T

ojib

, an

d Y

ele

na

Tsa

renko

15:3

0

6H

Serv

ice N

etw

ork

s and S

yst

em

s

GR07

Cha

ir: Je

ns P

oep

pelb

uss

15

:30

Challengin

g the C

ognit

ive P

rivacy C

alc

ulu

s: A

ffecti

ve R

eacti

ons in

Consu

mers

' Pri

vacy-R

ela

ted D

ecis

ion M

akin

g

» M

arg

ari

ta B

idle

r, J

an H

. S

chu

ma

nn

, an

d T

ho

ma

s W

idja

ja

16

:00

The Im

pact

of

Negati

vely

-vale

nced Infl

uencin

g B

ehavio

r

» J

ayla

n A

ze

r a

nd

Ma

tth

ew

Ale

xa

nd

er

16

:30

The fr

agm

enta

tion

of a

serv

ice e

cosy

stem

– A

gro

unded theory

stu

dy o

f

the G

erm

an w

ind p

ow

er

indust

ry

» H

an

nes P

arb

s a

nd

Je

ns P

oep

pe

lbu

ss

15:3

0

6I V

alu

e C

o-C

reati

on II

GR08

Cha

ir:

Th

ion S

teph

an

e

15

:30

Valu

e C

o-C

reati

on in

Tri

adic

Serv

ice S

ett

ings:

An E

mpir

ical A

naly

sis in

the C

onte

xt

of

Serv

ices

for

Anim

al C

om

panio

ns

» G

ert

rud

Schm

itz a

nd

Je

nn

ifer

He

nd

ricks

16

:00

The resi

stance to v

alu

e c

o-c

reati

on in

a serv

ice syst

em

: T

he c

ase

of

Syri

an r

efu

gees

in T

urk

ey

» S

ert

an K

ab

ad

ayi

16

:30

Why d

o c

onsu

mers

engage in v

alu

e (

co-)

cre

ati

on?

An e

mpir

ical st

udy

» S

tep

ha

ne

Th

ion

19:0

0 W

alk

ing D

inner

at

the E

iffe

l T

ow

er

Eif

fel

Tow

er

INDEX

96

INDEX

LIST OF PARTICIPANTS

Aarikka-Stenroos, Leena, Tampere University of Technology, Finland

Abu, Mimi Liana, University of Strathclyde, United Kingdom

Aksoy, Lerzan, Fordham university, United States

Alexander, Matthew, University of Strathclyde, United Kingdom

Anderson, Sidney, Tex, United States

Antonetti, Paolo, Queen Mary University of London, United Kingdom

Ates, Zelal, TH Köln - Cologne University of Technology Arts and Sciences, Germany

Azer, Jaylan, Edinburgh Napier University, United Kingdom

Bartsch, Silke, Ludwig-Maximilians-University Munich, Germany

Bateson, John, Cass Business School City University, United Kingdom

Beckles, Lynn, University of the South Pacific, Fiji

Beh, Yean Shan, University of Auckland, New Zealand

Bidler, Margarita, Univer, Germany

Biedersberger, Anna, University of Passau, Germany

Birch-Jensen, Andrea, Chalmers University of Technology, Sweden

Bolinger, Alex, Idaho State University, United States

Boninsegni, Melanie, University of Fribourg, Switzerland

Borghei Razavi, Niloofar, Henley Business School, United Kingdom

Boukis, Achilleas, University of Sussex, United Kingdom

Bove, Liliana, The University of Melbourne, Australia

Braz Becker, Larissa Carine, University of Turku, Finland

Bruggen, Elisabeth, Maastricht University, Netherlands

Büttgen, Marion, University of Hohenheim, Germany

Cabooter, Elke, IÉSEG School of Management, France

Camén, Carolina, CTF - Karlstad University, Sweden

Chan, Elisa, Ecole hoterliere de Lausanne, Switzerland

Choi, Sunmee, Yonsei University, Korea Republic of

Chronis, Athinodoros, California State University Stanislaus, United States

Chu, Chih-Ying, National Taiwan University, Taiwan

Chumpitaz, Ruben, IÉSEG School of Management, France

INDEX

97

Cocco, Helen, IÉSEG School of Management, France

Colurcio, Maria, University Magna Graecia of Catanzaro, Italy

Conduit, Jodie, University of Adelaide, Australia

Dahlin, Sara, Chalmers University of Technology, Sweden

Daly, Aidan, National College of Ireland, Ireland

Daryanto, Anto, Lancaster University, United Kingdom

Dellande, Stephanie, Menlo College, United States

Demoulin, Nathalie, IÉSEG School of Management, France

Di Pietro, Laura, University of Roma Tre, Italy

Duneigre, Hélène, Independent Consultant, France

Dyck, Stefan, University of Hagen, Germany

Edvardsson, Bo, Service Research Center - Karlstad University, Sweden

Eggert, Curd-Georg, University of Passau, Germany

Ehret, Michael, Nottingham Trent University, United Kingdom

Ehrlinger, Doris, Upper Austrian University of Applied Science, Austria

Engen, Marit, Karlstad University, Sweden

Escarate-Sanchez, Pablo, University of Edinburgh Business School, United Kingdom

Fernandes, Teresa, University of Porto, Portugal

Findsrud, Rolf, Inland Norway University of Applied Sciences, Norway

Finsterwalder, Joerg, University of Canterbury, New Zealand

Fisk, Ray, Texas State University, United States

Fritze, Martin Paul, University of Cologne, Germany

Furrer, Olivier, University of Fribourg, Switzerland

Gallarza, Martina, Valencia University, Spain

Garbas, Janina, University of Passau, Germany

Gargiulo, Roberta, University Federico II of Naples - Demi, Italy

Gäthke, Jana, Catholic University of Eichstätt-Ingolstdt, Germany

Georgi, Dominik, University of Applied Sciences and Arts of Lucerne - School of Business, Switzerland

Gnusowski, Marek, Poznan University of Economics and Business, Poland

Gong, Taeshik, Hanyang University, Korea Republic of

Gremyr, Ida, Chalmers University of Technology, Sweden

Guilloux, Loic, General Manager Digital Marketing France at Arvato CRM

Güntürkün, Pascal, Vienna University of Economics and Business, Austria

Guyader, Hugo, Linköping University, Sweden

INDEX

98

Haager, Stephanie, University of Hohenheim, Germany

Halldorsson, Arni, Chalmers University of Technology, Sweden

Hammad, Mohamed Maher, University of Liverpool, United Kingdom

Hammedi, Wafa, University of Namur, Belgium

Han, Xiaoyun, Business school of Sun Yat-sen University, China

Hanegreefs, Hilde, Zuyd University Maastricht, Netherlands

Harrigan, Paul, The University of Western Australia, Australia

He, Hongwei, University of Manchester, United Kingdom

Heinonen, Kristina, Hanken, Finland

Hendricks, Jennifer, University of Duisburg-Essen, Germany

Ho, Ting Hin, Monash University, Australia

Holmqvist, Jonas, Kedge Business School, France

Höykinpuro, Ritva, Unviversity of Tampere Faculty of Management, Finland

Huang, Chin Hsiu, College of Management Yuan Ze University/Innovation Center of Lion Travel Co. LTD, Taiwan

Huang, Tseng-Lung, College of Management Yuan Ze University, Taiwan

Jaakkola, Elina, University of Turku, Finland

Johnstone, Jane, University of Strathclyde, United Kingdom

Joustra, Frida, Zuyd University Maastricht, Netherlands

Kaartemo, Valtteri, University of Turku, Finland

Kabadayi, Sertan, Fordham university, United States

Kandampully, Jay, Ohio State University, United States

Kao, Karen, The University of Adelaide, Australia

Karam, Esraa, University of Strathclyde, United Kingdom

Karpen, Ingo O., Royal Melbourne Institute of Technology, Australia

Keiningham, Timothy, St. John's University, United States

Keita, Sikaar, Oracle Marketing Cloud, France

Kim, Sooyun, Yonsei University, Korea Republic of

Klaus, Phil, International University of Monaco - INSEEC Research Center, Monaco

Köcher, Sarah, TU Dortmund University, Germany

Krivine, Raphael, Director of Customer Relations & New Projects at AXA Banque, France

Kumar, Anand, Tata Consultancy Services, India

Kunz, Werner, University of Massachusetts Boston, United States

Kuuru, Tiina-Kaisa, University of Tampere, Finland

Lages, Cristiana, Henley Business School, United Kingdom

Lara-Quintanilla, Marta, University of Liège, Belgium

INDEX

99

Larivière, Bart, Ghent University, Belgium

Laud, Gauri, University of Tasmania, Australia

Leclercq, Thomas, catholic university of Louvain, Belgium

Lee, Cecilia, Royal College of Art, United Kingdom

Letheren, Kate, Que, Australia

Letheren, Kate, Que, Australia

Lim, Chiehyeon, UNIST, Korea Republic of

Lin, J. Chris, National Taiwan University, Taiwan

Litovuo, Lauri, Tampere University of Technology, Finland

Liu, Ben, Quinnipiac University, United States

Long-Tolbert, Sylvia, Carey Business School Johns Hopkins University, United States

Lu, Vinh, Australian National University, Australia

Maar, Daniel, PSB Paris School of Business, France

Maklan, Stan, Cranfield University, United Kingdom

Malone, Sheila, Lancaster University, United Kingdom

Marzullo, Marialuisa, FEDER, Italy

McGraw, Jacquie, Queensland University of Technology, Australia

Meierhofer, Jürg, ZHAW Zurich University of Applied Sciences, Switzerland

Mickelsson, Jacob, Hanken School of Economics, Finland

Miura, Tamao, Kwansei Gakuin University, Japan

Mustak, Mekhail, IÉSEG School of Management, France

Nasr, Linda, Texas State University, United States

Nazifi, Amin, University of Strathclyde, United Kingdom

Nicolaou, Daina, University of Cyprus, Cyprus

Obaidalahe, Zakia, ESSCA School of Management, France

O'Cass, Aron, Macquarie University, Australia

Odekerken, Willemijn, Zuyd University Maastricht, Netherlands

Oertzen, Anna-Sophie, Maastricht University, Netherlands

Oflac, Bengü, Izmir University of Economics, Turkey

Paluch, Stefanie, RWTH Aachen, Germany

Patrício, Lia, University of Porto, Portugal

Patterson, Paul, UNSW Sydney, Australia

Paul, Michael, University of Augsburg, Germany

Perez, Raul, University of Zaragoza, Spain

Petros Sebhatu, Samuel, Se, Sweden

Plé, Loïc, IÉSEG School of Management, France

Plewa, Carolin, The University of Adelaide, Australia

Pluymaekers, Mark, Zuyd University Maastricht, Netherlands

Poeppelbuss, Jens, Ruhr-Universität Bochum, Germany

INDEX

100

Ponsignon, Frédéric, KEDGE BUSINESS SCHOOL, France

Pozza, Ilaria Dalla, IPAG Business School, France

Prestes Joly, Maíra, University of Porto Politecnico di Milano, Portugal

Previte, Josephine, University of Queensland, Australia

Qiu, Chloe Y., The Chinese, Hong Kong

Ramirez Contreras, German, Externado University, Colombia

Ranaweera, Chatura, Wilfrid Laurier University Lazaridis School of Business, Canada

Randhawa, Krithika, University of Technology Sydney, Australia

Renzi, Maria Francesca, Department of Business Studies - University of Roma Tre, Italy

Reynoso, Javier, GADE Business School - The Monterrey Institute of Technology, Mexico

Robinson, Linda, RMIT University, Australia

Rosenbaum, Mark, University of South Carolina, United States

Ruchatz, Peter,CEO Meteo group, Brussels, Belgium

Russell-Bennett, Rebekah, Queensland University of Technology, Australia

Salas, Jim, Pepperdine University, United States

Salawu, Joshua K, University of Namur, Belgium

Sangle-Ferriere, Marion, ESCP Europe, France

Särkikangas, Ulla, University of Helsinkin, Finland

Schmitz, Anne, Universidad Autónoma de Madrid, Spain

Schmitz, Gertrud, University of Duisburg-Essen, Germany

Schumann, Jan H., University of Passau, Germany

Schumann, Jan H., University of Passau, Germany

Seger-Guttmann, Tali, Ruppin Academic Center, Israel

Siahtiri, Vida, Macquarie University, Australia

Sigala, Marianna, University of South Australia, Australia

Simoes, Claudia, University of Minho, Portugal

Skålén, Per, Service Research Center Karlstad University, Sweden

Snyder, Hannah, BI - Norwegian School of Business, Norway

Steils, Nadia, IAE University of Lille, France

Surachartkumtonkun, Jiraporn, Griffith University, Australia

Sweeney, Jillian C., UWA, Australia

Tansakul, Nitipon, JAIST, Japan

Teixeira, Jorge Grenha, University of Porto, Portugal

Tempelmayr, David, Upper Austrian University of Applied Science, Austria

Terres, Mellina, Federal University of Health Sciences of Porto Alegre, Brazil

Thion, Stephane, Université Toulouse 1 Capitole, France

INDEX

101

Totzek, Dirk, University of Passau, Germany

Tronvoll, Bård, Inland Norway University of Applied Sciences, Norway

Tsarenko, Yelena, Monash University, Australia

Tsiotsou, Rodoula H., University of Macedonia, Greece

Tuzovic, Sven, Queensland University of Technology, Australia

Ueno, Akiko, Middlesex University, United Kingdom

van Egdom, Gys-Walt, Zuyd University Maastricht, Netherlands

Volkers, Maarten, University of Hagen, Germany

Vredenburg, Jessica, Auckland University of Technology, New Zealand

Wan, Lisa C., The Chinese University of Hong Kong, Hong Kong

Wang, Chen-Ya, National Tsing Hua University, Taiwan

Widdershoven, Svenja, Zuyd University Maastricht, Netherlands

Wilden, Ralf, University of Newcastle Australia, Australia

Winkler, Corinna, University of Passau, Germany

Wirtz, Jochen, National University of Singapore, Singapore

Wu, Szu-Hsin, Dublin City University, Ireland

Xie, Lishan, Business school of Sun Yat-sen University, China

Xiong, Lina, Colorado State University, United States

Xu, Yingzi, Auck, New Zealand

Yagil, Dana, The University of Haifa, Israel

Yamamoto, Shoji, Kwansei Gakuin University Institute of Business and Accounting, Japan

Yi, Shannon X., The Chinese University of Hong Kong, Hong Kong

Yıldırım, Cansu, Dokuz Eylül University, Turkey

Yim, Chi Kin (Bennett), University of Hong Kong, Hong Kong

Yrjölä, Mika, University of Tampere, Finland

Yuan, Hong, University of Oregon, United States

Yurt, Oznur, University of Roehampton, United Kingdom

Zaki, Mohamed, University of Cambridge, United Kingdom

Zope, Nikhil, Tata Consultancy Services, India

Zemouli, Karim, Director of Innovation & Customer Experience at Natixis Assurances (BPCE Group), France

SUPPORT

102

THE CONGRESS RECEIVED THE SUPPORT OF

CAMPUS

103

IÉSEG Paris Campus

The conference is held in the premises of IÉSEG School of

Management, Socle de la Grande Arche, 1 Parvis de la Défense,

92044 Paris la Défense, France.

The Paris Campus consists of two buildings of a total of 9,000 m²

(97,000 sq ft), and provides students with 20 lecture halls, 20

classrooms, 3 multimedia rooms and a trading room.

For more information on our Paris campus please visit the following

link:

http://www.ieseg.fr/en/discover-ieseg/tour-the-

campus/paris-campus/

CAMPUS MAP

104

NOTES

105

NOTES

106