AMERICAN MARKETING ASSOCIATION SERVSIG 2012

International Service Research Conference

PRESENTATION:

The next SERVSIG International Service Research Conference will be held on June 7-9, 2012 in Helsinki, Finland, the World Design Capital of 2012. The conference will be hosted by the CERS Centre for Relationship Marketing and Service Management at Hanken School of Economics.

SERVSIG is the name given to the American Marketing Association's Services Marketing Special Interest Group. The SERVSIG International Research Conference is held in a different country every two years.

CONFERENCE THEMES:

Innovative Service Perspectives and Logics

  • Paradigms and approaches in service
  • Service science
  • Conceptual development
  • Service innovation

Service Marketing and Management

  • Service operations and management
  • Service leadership
  • Customer relationship management
  • Globalization of services
  • Service profitability
  • Human resource management in services
  • Technology in Services/ E-services

Sustainability in Service

  • Management of public and non-profit service
  • Service sustainability

Service Design

  • Servicescapes
  • Experiential design
  • Service Engineering

Service Markets and Networks

  • Social networking
  • Service ecosystems and networks

Service Brands and Communications

  • Service innovation and branding
  • Customer service brand relationships
  • Branding in Service business
  • The customer perspective on service brands
  • Service brand communities

Customers in Service -

  • Customer/consumer experiences
  • Customer ecosystems
  • Service quality and value

Methods in Service Research

  • Innovative research methods
  • Service metrics

Business-to-Business Services

  • Service infusion in industrial companies
  • Total business solutions

Health Service

  • Co-creation in health care
  • Value in health service
  • Service processes in health

COMMETEE MEMBERS:

Conference Chair:

  • Kristina Heinonen, Hanken School of Economics, Helsinki, Finland

Conference Co-Chairs:

  • Peter Björk, Hanken School of Economics, Vaasa, Finland
  • Anu Helkkula, Hanken School of Economics, Helsinki, Finland
  • Christian Grönroos, Hanken School of Economics, Helsinki, Finland
  • Maria Holmlund-Rytkönen, Hanken School of Economics, Helsinki, Finland
  • Tore Strandvik, Hanken School of Economics, Helsinki, Finland

International Conference Committee:

  • Steve Baron, University of Liverpool, UK
  • Tom DeWitt, University of Hawaii - Hilo, USA
  • Bo Edvardsson, Karlstad University, Sweden
  • Raymond Fisk, Texas State University, USA
  • Dwayne Gremler, Bowling Green University, USA
  • Lia Patrício, University of Porto, Portugal
  • Javier Reynoso, ITESM, Mexico
  • Jochen Wirtz, National University of Singapore, Singapore

PROGRAMME:

THURSDAY, JUNE 7

18.00 - 20.00 Conference Registration and Welcome Reception
  Hanken School of Economics, Arkadiankatu 22

FRIDAY, JUNE 8 - Hanken School of Economics

08.00 - 8.30 Conference registration, The Foyer
   
  PLENARY SESSIONS
08.30-08.45 Welcome message, Assembly Hall
08.45-09.30 Keynote presentation: Dr. Rafael Ramirez, Assembly Hall
09.30-10.15 Keynote presentation: Speaker to be confirmed, Assembly Hall
10.15-10.45 Coffee-break, The Foyer
   
  PARALLEL SESSIONS
10.45-11.15 Parallel Sessions 1
11.15-11.45 Parallel Sessions 2
11.45-12.15 Parallel Sessions 3
12.30-13.30 Lunch
   
  PARALLEL SESSIONS
13.30-14.00 Parallel Sessions 4
14.00-14.30 Parallel Sessions 5
14.30-15.00 Parallel Sessions 6
15.00-15.30 Coffee break
   
  PARALLEL SESSIONS
15.30-16.00 Parallel Sessions 7
16.00-16.30 Parallel Sessions 8
16.30-17.00 Parallel Sessions 9
   
20.00++ Conference Dinner, Finlandia Hall
   
  Mannerheimintie 13, 00100 Helsinki

SATURDAY, June 9 - Hanken School of Economics

  PLENARY SESSIONS
09.00-09.30 Keynote presentation, 1st Grönroos Service Research Award Winner speech:
 

Professor Evert Gummesson, Assembly Hall

09.30-09.40 Announcement of 2nd Grönroos Service Research Award, Assembly Hall
09.40-10.30 Keynote presentation, Panel Discussion:
 

Professor Raymond Fisk, Professor Christian Grönroos,

 

Dr. Rafael Ramirez, Professor Stephen Vargo;

 

Moderated by Professor Tore Strandvik, Assembly Hall

10.30-11.00 Coffee Break
   
  PARALLEL SESSIONS
11.00-11.30 Parallel Sessions 10
11.30-12.00 Parallel Sessions 11
12.00-12.30 Parallel Sessions 12
12.30-13.45 Lunch, The Foyer
   
  PARALLEL SESSIONS
13.45-14.15 Parallel Sessions 13
14.15-14.45 Parallel Sessions 14
14.45-15.15 Parallel Sessions 15
15.15-15.45 Coffee break
   
  PARALLEL SESSIONS
15.45-16.15 Parallel Sessions 16
16.15-16.45 Parallel Sessions 17
16.45-17.15 Parallel Sessions 18
   
19.00-22.00 Optional Programme: Cruise / Pub Hopping

PAPER SUBMISSION:

  • Deadline for submission of abstracts was Jan 9, 2012.
  • No new abstracts may be submitted to the conference.
  • All accepted abstracts will be published in an electronic book of abstracts with an ISBN number.

REGISTRATION:

  • Registration deadline for presenting authors is April 30.
  • Online registration will be available for others until June 1, 2012.

CONFERENCE LINK: http://www.hanken.fi/public/en/servsig2012