Thursday, June 16, 2022
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Track 1
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Track 2
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Track 3
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|---|---|---|---|
| 1:00 PM - 5:30 PM | Registration, Coffee and Chat | ||
| 6:00 PM - 8:00 PM | Conference Welcome Reception | ||
|
Track 1
|
Track 2
|
|
|---|---|---|
| 1:00 PM - 5:30 PM | Registration, Coffee and Chat | |
| 6:00 PM - 8:00 PM | Conference Welcome Reception | |
|
Track 3
|
|
|---|---|
| 1:00 PM - 5:30 PM | Registration, Coffee and Chat |
| 6:00 PM - 8:00 PM | Conference Welcome Reception |
|
Track 1
|
|
|---|---|
| 1:00 PM - 5:30 PM | Registration, Coffee and Chat |
| 6:00 PM - 8:00 PM | Conference Welcome Reception |
|
Track 2
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|
|---|---|
| 1:00 PM - 5:30 PM | Registration, Coffee and Chat |
| 6:00 PM - 8:00 PM | Conference Welcome Reception |
|
Track 3
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|
|---|---|
| 1:00 PM - 5:30 PM | Registration, Coffee and Chat |
| 6:00 PM - 8:00 PM | Conference Welcome Reception |
Friday, June 17, 2022
|
Track 1
|
Track 2
|
Track 3
|
|
|---|---|---|---|
| 7:45 AM - 8:15 AM |
Coffee and Registration
|
||
| 8:15 AM - 8:30 AM | Welcome and Opening Address | ||
| 8:30 AM - 9:30 AM | Keynote Address: From goods-services distinctions to service ecosystems: A journey and prologue | ||
|
Concurrent sessions 1 9:30 AM - 11:00 AM |
Customer Experience and Journeys Online | Technology and Services 1 | Customer Actor Engagement 1 |
| 11:00 AM - 11:30 AM |
Break
|
||
|
Concurrent sessions 2 11:30 AM - 1:00 PM |
Service Ecosystems & Institutions Online | Transformative Service Research 2 | Customer Actor Engagement 2 |
| 1:00 PM - 2:00 PM | Editorial Review Board Meeting – Journal of Service Management (JoSM) | ||
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Lunch.
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|||
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Concurrent sessions 3 2:00 PM - 3:30 PM |
Customer (Mis) Behaviour Online | Customer Experience and Journeys 2 | Customer Actor Engagement 3 |
| 3:30 PM - 3:50 PM | |||
| 3:50 PM - 5:20 PM | |||
| 7:00 PM - 11:30 PM | |||
|
Track 4
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Track 5
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Track 6
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|
|---|---|---|---|
| 7:45 AM - 8:15 AM | |||
| 8:15 AM - 8:30 AM | |||
| 8:30 AM - 9:30 AM | |||
|
Concurrent sessions 1 9:30 AM - 11:00 AM |
Service Ecosystems & Institutions 1 | Service Failure and Service Recovery 1 | Service B2B 1 |
| 11:00 AM - 11:30 AM | |||
|
Concurrent sessions 2 11:30 AM - 1:00 PM |
Technology and Services 2 | Customer Experience and Journeys 1 | Special Session: Writing for Impact in Service Research |
| 1:00 PM - 2:00 PM | |||
|
Concurrent sessions 3 2:00 PM - 3:30 PM |
Service Ecosystems & Institutions 2 | Transformative Service Research 3 | Technology and Services 4 |
| 3:30 PM - 3:50 PM | |||
| 3:50 PM - 5:20 PM | |||
| 7:00 PM - 11:30 PM |
|
Track 1
|
Track 2
|
|
|---|---|---|
| 7:45 AM - 8:15 AM |
Coffee and Registration
|
|
| 8:15 AM - 8:30 AM | Welcome and Opening Address | |
| 8:30 AM - 9:30 AM | Keynote Address: From goods-services distinctions to service ecosystems: A journey and prologue | |
|
Concurrent sessions 1 9:30 AM - 11:00 AM |
Customer Experience and Journeys Online | Technology and Services 1 |
| 11:00 AM - 11:30 AM |
Break
|
|
|
Concurrent sessions 2 11:30 AM - 1:00 PM |
Service Ecosystems & Institutions Online | Transformative Service Research 2 |
| 1:00 PM - 2:00 PM | Editorial Review Board Meeting – Journal of Service Management (JoSM) | |
|
Lunch.
|
||
|
Concurrent sessions 3 2:00 PM - 3:30 PM |
Customer (Mis) Behaviour Online | Customer Experience and Journeys 2 |
| 3:30 PM - 3:50 PM | ||
| 3:50 PM - 5:20 PM | ||
| 7:00 PM - 11:30 PM | ||
|
Track 3
|
Track 4
|
|
|---|---|---|
| 7:45 AM - 8:15 AM |
Coffee and Registration
|
|
| 8:15 AM - 8:30 AM | Welcome and Opening Address | |
| 8:30 AM - 9:30 AM | Keynote Address: From goods-services distinctions to service ecosystems: A journey and prologue | |
|
Concurrent sessions 1 9:30 AM - 11:00 AM |
Customer Actor Engagement 1 | Service Ecosystems & Institutions 1 |
| 11:00 AM - 11:30 AM |
Break
|
|
|
Concurrent sessions 2 11:30 AM - 1:00 PM |
Customer Actor Engagement 2 | Technology and Services 2 |
| 1:00 PM - 2:00 PM | Editorial Review Board Meeting – Journal of Service Management (JoSM) | |
|
Lunch.
|
||
|
Concurrent sessions 3 2:00 PM - 3:30 PM |
Customer Actor Engagement 3 | Service Ecosystems & Institutions 2 |
| 3:30 PM - 3:50 PM | ||
| 3:50 PM - 5:20 PM | ||
| 7:00 PM - 11:30 PM |
|
Track 5
|
Track 6
|
|
|---|---|---|
| 7:45 AM - 8:15 AM | ||
| 8:15 AM - 8:30 AM | ||
| 8:30 AM - 9:30 AM | ||
|
Concurrent sessions 1 9:30 AM - 11:00 AM |
Service Failure and Service Recovery 1 | Service B2B 1 |
| 11:00 AM - 11:30 AM | ||
|
Concurrent sessions 2 11:30 AM - 1:00 PM |
Customer Experience and Journeys 1 | Special Session: Writing for Impact in Service Research |
| 1:00 PM - 2:00 PM | ||
|
Concurrent sessions 3 2:00 PM - 3:30 PM |
Transformative Service Research 3 | Technology and Services 4 |
| 3:30 PM - 3:50 PM | ||
| 3:50 PM - 5:20 PM | ||
| 7:00 PM - 11:30 PM |
|
Track 9
|
|
|---|---|
| 7:45 AM - 8:15 AM | |
| 8:15 AM - 8:30 AM | |
| 8:30 AM - 9:30 AM | |
|
Concurrent sessions 1 9:30 AM - 11:00 AM |
Service Design Innovation and Transformation 1 |
| 11:00 AM - 11:30 AM | |
|
Concurrent sessions 2 11:30 AM - 1:00 PM |
Service Employment and Employees 1 |
| 1:00 PM - 2:00 PM | |
|
Concurrent sessions 3 2:00 PM - 3:30 PM |
Technology and Services 5 |
| 3:30 PM - 3:50 PM |
Afternoon Break.
|
| 3:50 PM - 5:20 PM |
Plenary: Serving Refugee Needs and Exploring How Service Researchers Can Help The panellists will share their professional and personal experiences with refugees and refugee needs to help policymakers and organizations create more hospitable service systems. The panel will also discuss how service researchers can help refugees through various collaborations. Professor Ray Fisk, ServCollab and Texas State University Mark Wiggin, UK Welcome Refugees Andres Mora, Caritas Diocese of Salford Mussab Ali, BNY Mellon |
| 7:00 PM - 11:30 PM | Gala Awards Dinner |
|
Track 1
|
|
|---|---|
| 7:45 AM - 8:15 AM |
Coffee and Registration
|
| 8:15 AM - 8:30 AM | Welcome and Opening Address |
| 8:30 AM - 9:30 AM | Keynote Address: From goods-services distinctions to service ecosystems: A journey and prologue |
|
Concurrent sessions 1 9:30 AM - 11:00 AM |
Customer Experience and Journeys Online |
| 11:00 AM - 11:30 AM |
Break
|
|
Concurrent sessions 2 11:30 AM - 1:00 PM |
Service Ecosystems & Institutions Online |
| 1:00 PM - 2:00 PM | Editorial Review Board Meeting – Journal of Service Management (JoSM) |
|
Lunch.
|
|
|
Concurrent sessions 3 2:00 PM - 3:30 PM |
Customer (Mis) Behaviour Online |
| 3:30 PM - 3:50 PM | |
| 3:50 PM - 5:20 PM | |
| 7:00 PM - 11:30 PM |
|
Track 2
|
|
|---|---|
| 7:45 AM - 8:15 AM |
Coffee and Registration
|
| 8:15 AM - 8:30 AM | Welcome and Opening Address |
| 8:30 AM - 9:30 AM | Keynote Address: From goods-services distinctions to service ecosystems: A journey and prologue |
|
Concurrent sessions 1 9:30 AM - 11:00 AM |
Technology and Services 1 |
| 11:00 AM - 11:30 AM |
Break
|
|
Concurrent sessions 2 11:30 AM - 1:00 PM |
Transformative Service Research 2 |
| 1:00 PM - 2:00 PM | Editorial Review Board Meeting – Journal of Service Management (JoSM) |
|
Lunch.
|
|
|
Concurrent sessions 3 2:00 PM - 3:30 PM |
Customer Experience and Journeys 2 |
| 3:30 PM - 3:50 PM | |
| 3:50 PM - 5:20 PM | |
| 7:00 PM - 11:30 PM |
|
Track 3
|
|
|---|---|
| 7:45 AM - 8:15 AM |
Coffee and Registration
|
| 8:15 AM - 8:30 AM | Welcome and Opening Address |
| 8:30 AM - 9:30 AM | Keynote Address: From goods-services distinctions to service ecosystems: A journey and prologue |
|
Concurrent sessions 1 9:30 AM - 11:00 AM |
Customer Actor Engagement 1 |
| 11:00 AM - 11:30 AM |
Break
|
|
Concurrent sessions 2 11:30 AM - 1:00 PM |
Customer Actor Engagement 2 |
| 1:00 PM - 2:00 PM | Editorial Review Board Meeting – Journal of Service Management (JoSM) |
|
Lunch.
|
|
|
Concurrent sessions 3 2:00 PM - 3:30 PM |
Customer Actor Engagement 3 |
| 3:30 PM - 3:50 PM | |
| 3:50 PM - 5:20 PM | |
| 7:00 PM - 11:30 PM |
|
Track 4
|
|
|---|---|
| 7:45 AM - 8:15 AM | |
| 8:15 AM - 8:30 AM | |
| 8:30 AM - 9:30 AM | |
|
Concurrent sessions 1 9:30 AM - 11:00 AM |
Service Ecosystems & Institutions 1 |
| 11:00 AM - 11:30 AM | |
|
Concurrent sessions 2 11:30 AM - 1:00 PM |
Technology and Services 2 |
| 1:00 PM - 2:00 PM | |
|
Concurrent sessions 3 2:00 PM - 3:30 PM |
Service Ecosystems & Institutions 2 |
| 3:30 PM - 3:50 PM | |
| 3:50 PM - 5:20 PM | |
| 7:00 PM - 11:30 PM |
|
Track 5
|
|
|---|---|
| 7:45 AM - 8:15 AM | |
| 8:15 AM - 8:30 AM | |
| 8:30 AM - 9:30 AM | |
|
Concurrent sessions 1 9:30 AM - 11:00 AM |
Service Failure and Service Recovery 1 |
| 11:00 AM - 11:30 AM | |
|
Concurrent sessions 2 11:30 AM - 1:00 PM |
Customer Experience and Journeys 1 |
| 1:00 PM - 2:00 PM | |
|
Concurrent sessions 3 2:00 PM - 3:30 PM |
Transformative Service Research 3 |
| 3:30 PM - 3:50 PM | |
| 3:50 PM - 5:20 PM | |
| 7:00 PM - 11:30 PM |
|
Track 6
|
|
|---|---|
| 7:45 AM - 8:15 AM | |
| 8:15 AM - 8:30 AM | |
| 8:30 AM - 9:30 AM | |
|
Concurrent sessions 1 9:30 AM - 11:00 AM |
Service B2B 1 |
| 11:00 AM - 11:30 AM | |
|
Concurrent sessions 2 11:30 AM - 1:00 PM |
Special Session: Writing for Impact in Service Research |
| 1:00 PM - 2:00 PM | |
|
Concurrent sessions 3 2:00 PM - 3:30 PM |
Technology and Services 4 |
| 3:30 PM - 3:50 PM | |
| 3:50 PM - 5:20 PM | |
| 7:00 PM - 11:30 PM |
|
Track 7
|
|
|---|---|
| 7:45 AM - 8:15 AM | |
| 8:15 AM - 8:30 AM | |
| 8:30 AM - 9:30 AM | |
|
Concurrent sessions 1 9:30 AM - 11:00 AM |
Transformative Service Research 1 |
| 11:00 AM - 11:30 AM | |
|
Concurrent sessions 2 11:30 AM - 1:00 PM |
Service Strategy, Operations, and Productivity 1 |
| 1:00 PM - 2:00 PM | |
|
Concurrent sessions 3 2:00 PM - 3:30 PM |
Special Session: The Practice of Service Ecosystem Design: Approaches and Implications |
| 3:30 PM - 3:50 PM |
Afternoon Break.
|
| 3:50 PM - 5:20 PM |
Plenary: Serving Refugee Needs and Exploring How Service Researchers Can Help The panellists will share their professional and personal experiences with refugees and refugee needs to help policymakers and organizations create more hospitable service systems. The panel will also discuss how service researchers can help refugees through various collaborations. Professor Ray Fisk, ServCollab and Texas State University Mark Wiggin, UK Welcome Refugees Andres Mora, Caritas Diocese of Salford Mussab Ali, BNY Mellon |
| 7:00 PM - 11:30 PM | Gala Awards Dinner |
|
Track 8
|
|
|---|---|
| 7:45 AM - 8:15 AM | |
| 8:15 AM - 8:30 AM | |
| 8:30 AM - 9:30 AM | |
|
Concurrent sessions 1 9:30 AM - 11:00 AM |
ServCollab 1 |
| 11:00 AM - 11:30 AM | |
|
Concurrent sessions 2 11:30 AM - 1:00 PM |
Technology and Services 3 |
| 1:00 PM - 2:00 PM | |
|
Concurrent sessions 3 2:00 PM - 3:30 PM |
Service Design Innovation and Transformation 2 |
| 3:30 PM - 3:50 PM |
Afternoon Break.
|
| 3:50 PM - 5:20 PM |
Plenary: Serving Refugee Needs and Exploring How Service Researchers Can Help The panellists will share their professional and personal experiences with refugees and refugee needs to help policymakers and organizations create more hospitable service systems. The panel will also discuss how service researchers can help refugees through various collaborations. Professor Ray Fisk, ServCollab and Texas State University Mark Wiggin, UK Welcome Refugees Andres Mora, Caritas Diocese of Salford Mussab Ali, BNY Mellon |
| 7:00 PM - 11:30 PM | Gala Awards Dinner |
|
Track 9
|
|
|---|---|
| 7:45 AM - 8:15 AM | |
| 8:15 AM - 8:30 AM | |
| 8:30 AM - 9:30 AM | |
|
Concurrent sessions 1 9:30 AM - 11:00 AM |
Service Design Innovation and Transformation 1 |
| 11:00 AM - 11:30 AM | |
|
Concurrent sessions 2 11:30 AM - 1:00 PM |
Service Employment and Employees 1 |
| 1:00 PM - 2:00 PM | |
|
Concurrent sessions 3 2:00 PM - 3:30 PM |
Technology and Services 5 |
| 3:30 PM - 3:50 PM |
Afternoon Break.
|
| 3:50 PM - 5:20 PM |
Plenary: Serving Refugee Needs and Exploring How Service Researchers Can Help The panellists will share their professional and personal experiences with refugees and refugee needs to help policymakers and organizations create more hospitable service systems. The panel will also discuss how service researchers can help refugees through various collaborations. Professor Ray Fisk, ServCollab and Texas State University Mark Wiggin, UK Welcome Refugees Andres Mora, Caritas Diocese of Salford Mussab Ali, BNY Mellon |
| 7:00 PM - 11:30 PM | Gala Awards Dinner |
Saturday, June 18, 2022
|
Track 4
|
Track 5
|
Track 8
|
|
|---|---|---|---|
| 7:30 AM - 8:30 AM | |||
|
Concurrent sessions 4 8:30 AM - 10:00 AM |
Technology and Services 6 | Customer Experience and Journeys 3 | Special Session: Who do we serve? Reconnecting our work with purpose |
| 10:00 AM - 10:30 AM | |||
|
Concurrent sessions 5 10:30 AM - 12:00 PM |
ServCollab 2 | Customer Experience and Journeys 4 | Transformative Service Research 4 |
| 12:00 PM - 1:00 PM | |||
|
Concurrent sessions 6 1:00 PM - 2:30 PM |
Service Ecosystem and Institutions 3 | Customer Experience and Journeys 5 | Customer (Mis) Behaviour 2 |
| 2:30 PM - 2:50 PM | |||
|
Concurrent sessions 7 2:50 PM - 4:20 PM |
Transformative Service Research 7 | Technology and Services 8 | Service Failure and Service Recovery 2 |
| 4:30 PM - 5:30 PM | |||
| 7:30 PM - 11:00 PM |
|
Track 9
|
|
|---|---|
| 7:30 AM - 8:30 AM | |
|
Concurrent sessions 4 8:30 AM - 10:00 AM |
Special Session: Reducing food waste through Actor Engagement |
| 10:00 AM - 10:30 AM | |
|
Concurrent sessions 5 10:30 AM - 12:00 PM |
Customer Actor Engagement 4 |
| 12:00 PM - 1:00 PM | |
|
Concurrent sessions 6 1:00 PM - 2:30 PM |
Technology and Services 7 |
| 2:30 PM - 2:50 PM | |
|
Concurrent sessions 7 2:50 PM - 4:20 PM |
Customer Actor Engagement 5 |
| 4:30 PM - 5:30 PM | Keynote: Towards more impactful service research: a call for reshaping scholarly practices |
| 7:30 PM - 11:00 PM | Networking Dinner |
|
Track 1
|
Track 2
|
|
|---|---|---|
| 7:30 AM - 8:30 AM | Editorial Review Board Meeting – Journal of Service Theory and Practice (JSTP) | |
|
Concurrent sessions 4 8:30 AM - 10:00 AM |
Transformative Service Research Online | Customer (Mis) Behaviour 1 |
| 10:00 AM - 10:30 AM |
Break.
|
|
|
Concurrent sessions 5 10:30 AM - 12:00 PM |
Technology and Services Online | Service Design Innovation and Transformation 3 |
| 12:00 PM - 1:00 PM | Editorial Review Board Meeting – Journal of Services Marketing | |
|
Lunch
|
||
|
Concurrent sessions 6 1:00 PM - 2:30 PM |
Service Failure and Service Recovery Online | Transformative Service Research 5 |
| 2:30 PM - 2:50 PM |
Afternoon Break
|
|
|
Concurrent sessions 7 2:50 PM - 4:20 PM |
Meet the Editors Werner Kunz: Journal of Service Research Sabine Benoit: Journal of Service Management Mark Rosenbaum: Journal of Services Marketing Chatura Ranaweera: Journal of Service Theory and Practice |
Customer Experience and Journeys 6 |
| 4:30 PM - 5:30 PM | ||
| 7:30 PM - 11:00 PM | ||
|
Track 3
|
Track 4
|
|
|---|---|---|
| 7:30 AM - 8:30 AM | Editorial Review Board Meeting – Journal of Service Theory and Practice (JSTP) | |
|
Concurrent sessions 4 8:30 AM - 10:00 AM |
Special Session: Corporate Digital Responsibility – A New Principal for Service Organization of the future? | Technology and Services 6 |
| 10:00 AM - 10:30 AM |
Break.
|
|
|
Concurrent sessions 5 10:30 AM - 12:00 PM |
Service Employment and Employees 2 | ServCollab 2 |
| 12:00 PM - 1:00 PM | Editorial Review Board Meeting – Journal of Services Marketing | |
|
Lunch
|
||
|
Concurrent sessions 6 1:00 PM - 2:30 PM |
Service B2B 2 | Service Ecosystem and Institutions 3 |
| 2:30 PM - 2:50 PM |
Afternoon Break
|
|
|
Concurrent sessions 7 2:50 PM - 4:20 PM |
Transformative Service Research 6 | Transformative Service Research 7 |
| 4:30 PM - 5:30 PM | ||
| 7:30 PM - 11:00 PM |
|
Track 5
|
Track 8
|
|
|---|---|---|
| 7:30 AM - 8:30 AM | ||
|
Concurrent sessions 4 8:30 AM - 10:00 AM |
Customer Experience and Journeys 3 | Special Session: Who do we serve? Reconnecting our work with purpose |
| 10:00 AM - 10:30 AM | ||
|
Concurrent sessions 5 10:30 AM - 12:00 PM |
Customer Experience and Journeys 4 | Transformative Service Research 4 |
| 12:00 PM - 1:00 PM | ||
|
Concurrent sessions 6 1:00 PM - 2:30 PM |
Customer Experience and Journeys 5 | Customer (Mis) Behaviour 2 |
| 2:30 PM - 2:50 PM | ||
|
Concurrent sessions 7 2:50 PM - 4:20 PM |
Technology and Services 8 | Service Failure and Service Recovery 2 |
| 4:30 PM - 5:30 PM | ||
| 7:30 PM - 11:00 PM |
|
Track 9
|
|
|---|---|
| 7:30 AM - 8:30 AM | |
|
Concurrent sessions 4 8:30 AM - 10:00 AM |
Special Session: Reducing food waste through Actor Engagement |
| 10:00 AM - 10:30 AM | |
|
Concurrent sessions 5 10:30 AM - 12:00 PM |
Customer Actor Engagement 4 |
| 12:00 PM - 1:00 PM | |
|
Concurrent sessions 6 1:00 PM - 2:30 PM |
Technology and Services 7 |
| 2:30 PM - 2:50 PM | |
|
Concurrent sessions 7 2:50 PM - 4:20 PM |
Customer Actor Engagement 5 |
| 4:30 PM - 5:30 PM | Keynote: Towards more impactful service research: a call for reshaping scholarly practices |
| 7:30 PM - 11:00 PM | Networking Dinner |
|
Track 1
|
|
|---|---|
| 7:30 AM - 8:30 AM | Editorial Review Board Meeting – Journal of Service Theory and Practice (JSTP) |
|
Concurrent sessions 4 8:30 AM - 10:00 AM |
Transformative Service Research Online |
| 10:00 AM - 10:30 AM |
Break.
|
|
Concurrent sessions 5 10:30 AM - 12:00 PM |
Technology and Services Online |
| 12:00 PM - 1:00 PM | Editorial Review Board Meeting – Journal of Services Marketing |
|
Lunch
|
|
|
Concurrent sessions 6 1:00 PM - 2:30 PM |
Service Failure and Service Recovery Online |
| 2:30 PM - 2:50 PM |
Afternoon Break
|
|
Concurrent sessions 7 2:50 PM - 4:20 PM |
Meet the Editors Werner Kunz: Journal of Service Research Sabine Benoit: Journal of Service Management Mark Rosenbaum: Journal of Services Marketing Chatura Ranaweera: Journal of Service Theory and Practice |
| 4:30 PM - 5:30 PM | |
| 7:30 PM - 11:00 PM |
|
Track 2
|
|
|---|---|
| 7:30 AM - 8:30 AM | Editorial Review Board Meeting – Journal of Service Theory and Practice (JSTP) |
|
Concurrent sessions 4 8:30 AM - 10:00 AM |
Customer (Mis) Behaviour 1 |
| 10:00 AM - 10:30 AM |
Break.
|
|
Concurrent sessions 5 10:30 AM - 12:00 PM |
Service Design Innovation and Transformation 3 |
| 12:00 PM - 1:00 PM | Editorial Review Board Meeting – Journal of Services Marketing |
|
Lunch
|
|
|
Concurrent sessions 6 1:00 PM - 2:30 PM |
Transformative Service Research 5 |
| 2:30 PM - 2:50 PM |
Afternoon Break
|
|
Concurrent sessions 7 2:50 PM - 4:20 PM |
Customer Experience and Journeys 6 |
| 4:30 PM - 5:30 PM | |
| 7:30 PM - 11:00 PM |
|
Track 3
|
|
|---|---|
| 7:30 AM - 8:30 AM | Editorial Review Board Meeting – Journal of Service Theory and Practice (JSTP) |
|
Concurrent sessions 4 8:30 AM - 10:00 AM |
Special Session: Corporate Digital Responsibility – A New Principal for Service Organization of the future? |
| 10:00 AM - 10:30 AM |
Break.
|
|
Concurrent sessions 5 10:30 AM - 12:00 PM |
Service Employment and Employees 2 |
| 12:00 PM - 1:00 PM | Editorial Review Board Meeting – Journal of Services Marketing |
|
Lunch
|
|
|
Concurrent sessions 6 1:00 PM - 2:30 PM |
Service B2B 2 |
| 2:30 PM - 2:50 PM |
Afternoon Break
|
|
Concurrent sessions 7 2:50 PM - 4:20 PM |
Transformative Service Research 6 |
| 4:30 PM - 5:30 PM | |
| 7:30 PM - 11:00 PM |
|
Track 4
|
|
|---|---|
| 7:30 AM - 8:30 AM | |
|
Concurrent sessions 4 8:30 AM - 10:00 AM |
Technology and Services 6 |
| 10:00 AM - 10:30 AM | |
|
Concurrent sessions 5 10:30 AM - 12:00 PM |
ServCollab 2 |
| 12:00 PM - 1:00 PM | |
|
Concurrent sessions 6 1:00 PM - 2:30 PM |
Service Ecosystem and Institutions 3 |
| 2:30 PM - 2:50 PM | |
|
Concurrent sessions 7 2:50 PM - 4:20 PM |
Transformative Service Research 7 |
| 4:30 PM - 5:30 PM | |
| 7:30 PM - 11:00 PM |
|
Track 5
|
|
|---|---|
| 7:30 AM - 8:30 AM | |
|
Concurrent sessions 4 8:30 AM - 10:00 AM |
Customer Experience and Journeys 3 |
| 10:00 AM - 10:30 AM | |
|
Concurrent sessions 5 10:30 AM - 12:00 PM |
Customer Experience and Journeys 4 |
| 12:00 PM - 1:00 PM | |
|
Concurrent sessions 6 1:00 PM - 2:30 PM |
Customer Experience and Journeys 5 |
| 2:30 PM - 2:50 PM | |
|
Concurrent sessions 7 2:50 PM - 4:20 PM |
Technology and Services 8 |
| 4:30 PM - 5:30 PM | |
| 7:30 PM - 11:00 PM |
|
Track 8
|
|
|---|---|
| 7:30 AM - 8:30 AM | |
|
Concurrent sessions 4 8:30 AM - 10:00 AM |
Special Session: Who do we serve? Reconnecting our work with purpose |
| 10:00 AM - 10:30 AM | |
|
Concurrent sessions 5 10:30 AM - 12:00 PM |
Transformative Service Research 4 |
| 12:00 PM - 1:00 PM | |
|
Concurrent sessions 6 1:00 PM - 2:30 PM |
Customer (Mis) Behaviour 2 |
| 2:30 PM - 2:50 PM | |
|
Concurrent sessions 7 2:50 PM - 4:20 PM |
Service Failure and Service Recovery 2 |
| 4:30 PM - 5:30 PM | |
| 7:30 PM - 11:00 PM |
|
Track 9
|
|
|---|---|
| 7:30 AM - 8:30 AM | |
|
Concurrent sessions 4 8:30 AM - 10:00 AM |
Special Session: Reducing food waste through Actor Engagement |
| 10:00 AM - 10:30 AM | |
|
Concurrent sessions 5 10:30 AM - 12:00 PM |
Customer Actor Engagement 4 |
| 12:00 PM - 1:00 PM | |
|
Concurrent sessions 6 1:00 PM - 2:30 PM |
Technology and Services 7 |
| 2:30 PM - 2:50 PM | |
|
Concurrent sessions 7 2:50 PM - 4:20 PM |
Customer Actor Engagement 5 |
| 4:30 PM - 5:30 PM | Keynote: Towards more impactful service research: a call for reshaping scholarly practices |
| 7:30 PM - 11:00 PM | Networking Dinner |
