Forum detailed program

 


   

 


 

 

The 10th year Naples Forum on Service

Service Dominant logic, Network & Systems Theory and Service Science

FORUM PROGRAM

Tuesday, 4 June 2019

8.30 - 13.00

Doctorial workshop - Hotel Regina Isabella, Piazza Santa Restituta, 1 - Lacco Ameno, Ischia

Key Notes

Stephen Vargo - Surviving and Managing the Review Process and the role of Conceptual Writing

Paul Maglio - Developing Service Science

Marialuisa Saviano - Systems Thinking and its Contribution to Service Research: The Viable Systems Approach (VSA®)

15.00 - 19.00

Registration - Hotel Regina Isabella, Piazza Santa Restituta, 1 - Lacco Ameno, Ischia

 

19.30 - 21.30

Welcome - Casa Colonica, Negombo, Via San Montano - Lacco Ameno, Ischia


Wednesday, 5 June 2019

08.00

Registration - Hotel Regina Isabella, Piazza Santa Restituta, 1 - Lacco Ameno, Ischia

Plenary Session - Sala Azzurra

Opening Ceremony

8.40 - 9.00

Opening Ceremony -Cristina Mele - University of Naples ‘Federico II’ and Francesco Polese - University of Salerno

9.00 - 9.45

Stephen Vargo, University of Hawaii – ‘Service Dominant logic. An update’

9.45 - 10.30

Jim Spohrer, Director of Cognitive Opentech Group (COG), IBM Almaden Research Centre – ‘Solving Service Science’

10.30 - 11.00

Coffee break

11.00 - 12.00

Parallel Sessions

Sala Azzurra

Sala Pinetina

Sala Agrumi

Sala Regina

Institutions and Co-creation

Service ecosystems

Higher Education

Value co-creation

Chair: Larissa Braz Becker

Chair: Christoph Breidbach

Chair: Montserrat Diaz Mendez

Chair: Rainer Schmidt

Braz Becker, Jaakkola, Vargo
Customers’ responses to institutional complexity in the determination of value

Warg, Zolnowski, Frosch, Weiss
From Product Organization to Platform Organization – Observations of Organizational Development in the Insurance Industry

Diaz-Mendez, Saren, Zamora-Ramos
Higher Education student complaint behavior from the perspective of the Service- Dominant logic

Seino, Jiang, Muramatu, Ohyabu, Zhang
Value co-creation model in the manufacturing industry

Macdonald, Kelleher, Wilson
Value co-creation in collective consumption contexts: integrating practice and experience perspectives

Fischer 
Sustainability and DIY as emerging factors for online service offers

Hasenknopf
Coaching as central element of a new Didactics of Higher Education

Schmidt, Dacko, Keller, Möhring, Zimmermann
Categorizing Value Co-Creation in Service Systems using the Meta-Service Construct

Tierney, Karpen, Westberg
The influence of service employee institutional work on consumer brand-related practices and brand meaning cocreation

Tana, Breidbach, Turpin
Cryptocurrencies and Service Ecosystem Transformation

Zagel, Grimm
Using Modular Method Cards for Competency-Oriented Teaching in Academia

Amitrano, Bifulco
Changing role of suppliers-customers and smart technologies: a systematic review on energy management

12.00 - 13.00

Parallel Sessions

Sala Azzurra

Sala Pinetina

Sala Agrumi

Sala Regina

Service ecosystems

Health and wellbeing

Service and Technologies

Value proposition

Chair: Wojtek Cellary

Chair: Daniela Sangiorgi

Chair: Charles Hofacker

Chair: Marco Ferretti

Trischler, Johnson, Kristensson
How the service ecosystems lens supports valuable user innovations

Spurrell, Araujo, Proudlove
Five Principles to Support Value Based Healthcare

Nuutinen, Valkokar, Malmelin, Nyblom
Beyond Industry 4.0 - seeking for the philosopher's stone

Sorrentino, Del Chiappa, Ferretti, Risitano
The value of perceived servicescape in the leisure cruise experience

Barile, Piciocchi, Saviano, Bassano, Pietronudo, Spohrer
Towards a new logic of value co- creation in the digital age: Doing more and agreeing less

Chen, Dodds, Finsterwalder, Witell, Falter, Garry, Cheung, Snyder, McColl- Kennedy
Psychological Ownership and Co-created Wellbeing

Carotenuto, Ng
The perception of value and worth of personal data: a HAT case study

Del Vecchio, Gargiulo, Bifulco
An omnichannel approach for value proposition

Cellary, Freund, Kwan, Leitner, Spohrer
Advanced Technologies Impact on Service Innovation: A Human-Side of Service Engineering Perspective

Sangiorgi, Carrera, Lucchi
Co-Designing Innovation Labs For Service Ecosystem Change – The case of mental Healthcare Co-Labs

Holmqvist, Alcalá, Bouvier
Towards an Understanding of Value in the Servicescape

Nussipova
The evolution of emerging technologies’ value propositions: the case of AR/VR

13.00 - 14.00

Lunch

13.00 - 14.00

Poster session

Ponsignon, Holmqvist - Experiential value-in-use: The case of Cognac
Ojuri, Pryke, Mills - Don’t make value co-creation ambiguous, social networks simplify it
Ketonen-Oksi - Exploring the importance of value cocreation as a means to develop corporate futures orientation

14.00 - 15.00

Parallel Sessions

Sala Azzurra

Sala Pinetina

Sala Agrumi

Sala Regina

Market shaping Practices

Value in use

Service Ecosystems and Design

Higher Education

Chair: Suvi Nenonen

Chair: Michael Kleinaltenkamp

Chair: Sven Laudien

Chair: Montserrat Diaz-Mendez

Gosling, Richard
Market Practices: Insights into Market Evolution and Market Actor Motivation to Conform

Prohl, Kleinaltenkamp
Value-in-use Management Measures and Effects in Solution Business

Laudien, Clauss, Fibitz
Understanding the Linkage Between (Mass) Customization And Value Architecture Design

Chauhan
Future of University: A Service Science Perspective

Fehrer, Alexander, Conduit, Jaakkola, Plewa
Actor Engagement Practices in Market Shaping

Sahhar, Henseler, Loohuis
How Service Providers Manage the Customer’s Service Value Experience throughout the Customer Journey: A Multiple Ethnographic Study

Mason, Ciani, De Nisco, Napolitano, Oduro
A Segmentation Approach to Country Image. A study on Perception of Italy across seven Emerging Market

Diaz-Mendez, Paredes-Escobar, Quero-Gervilla
Value co- creation in education: analyzing students’ and teachers’ role in the higher education ecosystem through a Service-Dominant Logic approach

Russo Spena, Mele, Pels, Carotenuto
Market Innovation through Blockchain

Hartwig, Jacob
Offering value-in-use: what can a marketer do? A case study research in the field of mobility services

Korper, Holmlid, Patrício
Change in meaning and service innovation: a design research contribution to the S-D logic

Gardner
Leader Recruiting and the T-model

15.00 - 16.00

Parallel Sessions

Sala Azzurra

Sala Pinetina

Sala Agrumi

Sala Regina

Service ecosystems & Design

Institutions and Co-creation

University and Innovation

Value Co-creation and Co-destruction

Chair: Debora Sarno

Chair: Jim Röndell

Chair: Maria Josè Quero-Gervilla

Chair: Dooren Pick

Löbler
Comparing the adaptive capacity of service ecosystem

Razmdoost, Alinaghian
Temporal Nature of Value Cocreation: Institutional Work and Resource Reconfiguration

Quero-Guervilla, Díaz- Méndez, Gummesson
Co- Patenting And Co-Ownership As Drivers For University Business Innovating The case of public universities in Spain

Pick
(Co-)Destruction of value in the bike-sharing industry – Phenomenon and implications for sharing services

Tossavainen, Luojus
Service Logics and Service Design Intertwine in the New Management Competences

Taillard, Muniz, Schau
Co- creation as Institutional Work at Lego

Angrisani
The Social Side of Innovation In The Case of an “Engaged” University Hub

Shukla, Singh
Value Co-creation and Co-destruction in Buyer-Seller Relationships in BOP Service Ecosystems

 

Koskela-Huotari, Vink
Social Structures As Design Materials: The Iceberg Framework Of Service Ecosystem Design

Röndell, Ekman, Jonas, Maglio, Reynolds
Value co- creation through resource integration: The Role of the ‘Institutional Solution Space’

Greco, Tregua, Mele
University-Based Accelerators For Start-Up And Their Impact On The Ecosystem

Möhring, Dacko, Gehrig, Keller, Lutz, Schmidt, Winkler
Reducing value co-destruction in Tourism. An exploration of consumer strategies to detect fake online service reviews

16.00 - 16.30

Coffee Break

16.30 - 17.30

Special session
(16.30 - 18.00)

Parallel Sessions

Sala Azzurra

Sala Pinetina

Sala Agrumi

Sala Regina

The Future of Health

Service and Technologies

Customer Value

Methodological Challenges in Service Research

Chair: Janet McColl Kennedy

Chair: Orlando Troisi

Chair: Luigi Servadio

Chair: Marialuisa Saviano

Reflections by: Janet McColl Kennedy, Cristina Mele, Daniela Sangiorgi, Mark Spurrel, Roberta Massi, Maurizio Venturi, Antonio Greco

Rai
Viable Structures for IT Service Operations Management

Morioka
Customer Experiential Value: Its Antecedents and Outcomes

Panetti, Ferretti, Parmentola, Sabetta
Network structure in an Innovation Ecosystems in service industries.
Evidence from the South of Italy

Abel, Satterfiled
Stigma and Motivation: Using the Divergency Model To Identify Perceived Risk Versus Conformity In Ux Research

Servadio, Mickelsson
Dynamic Customer Ecosystems: A Ritual Perspective

Saviano, Cosimato, Zanda
Co-creating Inter- and Transdisciplinary Knowledge for Sustainability: First Insights for the Cosmetic Industry from a Service & Systems View

Hajinejad, Gauser, Giegler, Koehler
Mor(e)ph: embodying business key figures in a data sculpture

Akaka, Schau
The Role of Global Institutions in Service Ecosystems: Servicescapes as Structures of Common Difference

Formisano, Moretta Tartaglione, Fedele, Cavacece
Service, network, systems and complexity theories in banking management research: bibliometric study

20.00

Dinner, Hotel Regina Isabella, Lacco Ameno


Thursday, 6 June 2019

8.30 - 9.30

Parallel Sessions

Sala Azzurra

Sala Pinetina

Sala Agrumi

Sala Regina

Institutions in Service Ecosystems

Service Platform

Service and Technologies

Service Management

Chair: Ralph Badinelli

Chair: Maria Colurcio

Chair: Daniela Corsaro

Chair: Orlando Troisi

Kleinaltenkamp, Karpen, Kleinaltenkamp
Novel Practice Inception: Exploring the Link between the Causes and Courses of Institutional Change

Caridà, Colurcio, Edvardsson, Melia, Pastore
Exploring The Role Of Service Platforms In Shaping New Service Ecosystems

Di Pietro, Guglielmetti Mugion, Pasca, Toni
Rethinking Cultural and Technology District: from Network of Actors to Service Ecosystem

Schlomann
Everybody’s Darling? Management of Competing Stakeholder Demands

Nariswari, Gayatri, Widjojo
The Self-Adjusting Nature of Service Ecosystems: Exploring the Expansion of a Small- Business Community

Lyons 
Analyzing Social Platforms in Value Co- creation Exchange

Ohyabu, Kuroda, Seino, Zhang
Exploring interplay among consumer engagements with multiple objects

Borghei Razavi, Lages, Perez-Vega
Antecedents and Boundary Conditions of Negatively Valenced Customer Engagement

Badinelli
Emergence Of Co- Creation From Service Ecostructures

Schmidt, Kirchner, Razmerita
A Framework for Assessing Value Co- creation of Enterprise Social Platforms

Corsaro, Sebastiani, Mele
Cognitive technologies as boundary objects in digital place

Zenelaj, Calabrese, Fedele, Hysa
Brand Management from the perspective of S-D logic: How brand is co-created and co- evaluated

9.30 - 10.30

Parallel Sessions

Sala Azzurra

Sala Pinetina

Sala Agrumi

Sala Regina

Market Shaping

Service Ecosystems

Service and Technologies

Food Market

Chair: Heiko Wieland

Chair: Helge Loebler

Chair: Inka Lappalainen

Chair: Jing Zhang

Nenonen, Frow, Payne, Sklyar, Storbacka
The Role of Value Propositions in Market-Shaping Strategies:A Qualitative Comparative Analysis

Kai-Griese, Isensee, Werner, Faats
Developing a conceptual framework for valu co-creation and sustainable festivals: A grounded theory approach

Mele, Russo Spena, Kaartemo, Morande, Marzullo
Artificial Intelligence in healthcare: insights from IBM Watson

Suzuki, Fujikawa, Matsui, Uehara
The Service Context of Meanings and its Dynamicity: The Case of Japanese Restaurant Market in Bangkok

Peters, Frow, Nenonen, Payne, Polese
Viability Conditions and Market Shaping

Holmqvist, Berger
Fram shame to pride:consuming second-hand luxury as a sustainable practice

Neuhüttler, Ganz, Meiren, Woyke
Artificial Intelligence and Service Work: Current state and implications

Zhang, Jiang, Muramatsu, Ohyabu, Seino
Customer Value Creation Activity in Food-related Life

Barbeau, Wieland
Dispelling the Myth of Product-Market Fit

Sabbagh, Marra, Troisi
Applying Blockchain Technology for Service Innovation within the Government Sectors in Italy

Lappalainen
Logistics Robots as an enabler of hospital service system renewal?

Sciarelli, Vona, Greco
Food Consumption attitudes: changes and impact on retail

10.30 - 11.00

Coffee break

11.00 - 12.00

Parallel Sessions

Sala Azzurra

Sala Pinetina

Sala Agrumi

Sala Regina

Health and Wellbeing

Service ecosystems

Service and Entrepreneurship

Resource Integration

Chair: Janet McColl- Kennedy

Chair: Taguchi Takashi

Chair: Maria Francesca Renzi

Chair: Mikael Gidhogen

Sebastiani, Anzivino, Caridà, Melia
Digital-mediated healthcare: defining a new, emerging and valuable service ecosystem

Paavola
Managing change in interfirm networks

Sawatani
Innovation of service system by human- centered design and effectual evolution: Hypothesis development and case verification

Gidhagen
Source-Sensing Ability: A Key To Resource Becoming

McColl-Kennedy, Cheung, Coote
Ongoing Healthcare Customer Journeys: Treatment Choices, Tensions and Trade-offs

Shoji, Inoue, Taguchi
Analysis of Analysis of actor behaviors in Service Ecosystems: Investigation on Local-Oriented Behaviors in Japan

Renzi, Pantouvakis, Sigala, Toni, Zanda
Understanding the impact of peer-to-peer platforms on micro- entrepreneurship engagement in sharing economy. 
Evidence from Italy, Greece and China

Findsrud
Resource perceptivity: A key operant resource in successful service innovation

Mele, Russo Spena, Morande, Marzullo
Innovating healthcare practices: the role of artificial intelligence and internet of medical things

Elgeti, Danatzis, Kleinaltenkamp
Solutions without a problem? Evading unused customer solutions through managing business customer's capabilities

Greco, Capobianco
The effectuation approach. A new point of view for Italian startups companies

Schmidt, Dacko, Keller, Möhring, Zimmermann
A Framework for the Impact of Artificial Intelligence on Value-Co-Creation

12.00 - 13.00

Special session

Parallel Sessions

Sala Azzurra

Sala Pinetina

Sala Agrumi

Sala Regina

Handbook of Service Science

Institutions in Service Ecosystems

Customer journey

Digital Ecosystem

Chair. Jim Spohrer

Chair: Heiko Wieland

Chair: Marco Tregua

Chair: Sven Laudien

Reflections by: Jim Spohrer, Kelly Lions, Paul Maglio, Daniela Sangiorgi, Yuriko Sawatani

Siltaloppi, Wieland
Power, Institutions and Service- Dominant Logic

Amitrano, Mele, Russo Spena, Tregua
How emotions affect millennial customer journey

Laudien, Fibitz
Digital disruption as catalyst of value co-creation: a business model perspective

Hogg
A concept of power in a service ecosystem

Holmqvist, Holmqvist, Wade
How millennials drive market changes

Morande, Marzullo
Leveraging Digital Ecosystem for Service Delivery: A case study on Amazon Inc

Ruiz-Alba, Ayestarán, Guesalaga, Morales Mediano
Interfunctional coordination: the role of institutional arrangements

Litovuo
A tangible method for exploring children’s CX in value networks

Hänninen, Kumar, Smedlund
The More the Merrier? Insights into the Supply-Side of Digital Service Platforms

13.00 - 14.00

Lunch

Plenary Session - Sala Azzurra

MASHIN

14.00 - 14.40

Suvi Nenonen and Kaj Storbacka (University of Auckland Business School, New Zealand) ‘Market Shaping and Innovation (MASHIN). On-going research and future directions’

14.40 - 15.40

Parallel Sessions

Sala Azzurra

Sala Pinetina

Sala Agrumi

Sala Regina

Market Shaping

Service and Technologies

Actor engagement and market shaping

Viable Systems Approach

Chair: Hugh Wilson

Chair: Jurg Meierhofer

Chair: Bard Tronvoll

Chair: Jaqueline Pels

Baker, Brodie, Nenonen
Rapid market shaping through competitor collaboration

Göbel, Cronholm
Empirical Experiences from the Use of Service-Dominant Logic in an IT-project

Anderson, Kieliszewski
A Multi-Disciplinary Approach to Understand the Social Dimension of Service Innovation

Megaro, Carrubbo, Sirianni
Innovation and viability in the retail service ecosystem: nudges from DITRON’s history and evolution

Wilson, Macdonald, Watson
Stakeholder engagement when institutional logics differ: insights from sustainable innovation

Pakkala
Towards Holistic Service-Orientation in Technical Systems Engineering for Digital Services

Gangi, Daniele
Crowdfunding as a Value Co-Creation model: theoretical constructs and empirical evidence

Grimaldi, Pels, Troisi
Conceptualizing Value Co- Creation To Detect Emergence And Ecosystems (Re)Formation: A “Meta” Approach

Martins, Gonçalves
Going against the tide, institutional logics in Service Innovation

Meierhofer, West
Service value creation using a digital twin

Quero-Guervilla, Mele, Ruiz- Alba, Ventura
The Balanced Innovation Model. The case of crowdfunding platforms

Loia, Fulco, Iandolo, Vito
Merging vSa and SS. An ABSA for a Smart Tourism Ecosystem

15.40 - 16.00

Coffee Break

Plenary session - Sala Azzurra

Future service Technologies: are we prepared for the next chapter in service?

16.00 - 17.30

Chair: Werner Kunz

Reflections by: Werner Kunz, Cristina Mele, Daniela Corsaro, Jay Kandampully, Mohamed Zaki, Gianlcua Meardi

20.00

Gala Dinner (Negombo, Via San Montano, Lacco Ameno) with the Best Paper Awards and entertainment


Friday, 7 June 2019

Plenary session - Sala Azzurra

Reflection on 'Emergence: interdisciplinary contribution and insights for Service Research’

8.30 - 9.30

Introduction: Steve Vargo

Reflections by: Kaisa Koskela-Huotari, Suvi Nenonen, Linda Peters, Francesco Polese, Debora Sarno, Kaj Storbacka

9.30 - 10.30

Parallel Sessions

Sala Azzurra

Sala Pinetina

Sala Agrumi

Sala Regina

Service and Technologies

Service Ecosystems

Service Encountes

Smart Ecosystem

Chair: Roberta Sebastiani

Chair: Christopher Breidbach

Chair: Jan Mattsson

Chair: Luca Carrubbo

Kaartemo, Diaz Ruiz, Fehrer
Beyond the Turing Test: Reconceptualizing the Agency of Technology in Service Ecosystems

Torres, Breidbach, Turpin
Orchestrating the Co-creation of Value in Service Platforms: An Agent-based Simulation Study of P2P Lending Platforms

Sahiti, Paton, Veloutsou
Understanding the Value Phenomenon: Presenting a typology of value creation practices- through a Illustrative Case: a Subjective Personal Introspection (SPI)

Barile, Saviano, Di Nauta, Caputo, Lettieri
A systems based interpretative framework for approaching exaptation and bricolage in decision making and value co-creation

Mele, Russo Spena, Tregua, Gargiulo, Laddaga, Ranieri, Ruggiero
Robots as a service: acceptance or resistance?

Lin, Chou
Orchestrating to shape a service ecosystem: An empirical investigation

Azab, Holmqvist
Customer accents and grammar accuracy in service encounters

Monda, Botti, Vesci
The Smart Service Ecosystem: an integrated model to analyze Smart Tourism Ecosystems

Corsaro
Sales Transformation and new paths of value co-creation

Ehret, Olaniyan
Emergence of Service Systems. The case of mobile payment systems in Nigeria

Mattsson, Söderlund
Thinking about a service encounter boosts talking about it

Toli, Murtagh
Studying resource exchange through actor interactions in the smart city service ecosystem, using the service dominant logic

10.30 - 11.00

Coffee break

11.00 - 12.00

Special session

Parallel Sessions

Sala Azzurra

Sala Pinetina

Sala Agrumi

Sala Regina

Culture & Technologies

Digital Transformation

Service and Technologies

Service and Industry 4.0

Chair: Anu Helkkula and Tiziana Russo Spena

Chair: Wojtek Cellary

Chair: Maria Ciasullo

Chair: Christine Leitner

Reflections by: Eric Arnould, Anu Helkkula, Tiziana Russo Spena, Jaqueline Pels

Weiss, Warg, Zolnowski
Building systems of engagement to overcome the challenges of digital transformation

Möhring, Keller
Improvement of Customer- Oriented Production Through New Shared Data Sources

Walletzký, Carrubbo, Ge
Exploring complex service design: Understanding the Diamonds of Context

Tronvoll, Kowalkowski, Skylar, Sörhammar
Digital servitization among service ecosystem actors

Ciasullo, Douglas, Maione, Tronvoll
Elements and trends of service innovation context: an action research to investigate the role of technologies within B2B market

Saviano, Del Giudice, Pironti, Caputo
Open Innovation and Industry 4.0: the new frontiers for value co-creation?

Schmidt, Möhring, Sandkuhl, Zimmermann
Architecting value-oriented digital service – A Service-Dominant Logic perspective

Zaki
Data-Driven Attribution Modeling

Hänninen, Kwan, Mitronen
The Digital Marketplace: A Service Systems Perspective

12.00 - 13.00

Parallel Sessions

Sala Azzurra

Sala Pinetina

Sala Agrumi

Service research

Engagement

Service and Technologies

Chair: Tom Gruen

Chair: Peter Ekman

Chair: Clara Bassano

Gruen, Ehrenthal
Quality criteria and recommendations for conducting service- dominant logic based research

Ekman, Raggio, Röndell, Thompson
Discovering Mediators of Digital Engagement Initiatives in a Business-to-Business (B2B) Context

Pieper
Association Memory: Prototyping and evaluation of a new creativity method in the context of convergent and divergent approaches for application in innovation process

Hidaka, Spohrer
Service Literacy

Kanda
Actor Engagement through Resource Integration with Brands

Schmidt, Dacko, Keller, Möhring, Zimmermann
A framework for the impact of artificial intelligence on value co-creation

Löbler, Brodie
S-D Logic as Normal Science: Changing Research Practices and Explicating Hidden Assumptions

Karam, Alexander, Kumar
The impact of Customer Engagement Marketing (CEM) on the influencing and co-developing engagement behaviours of customers

Auer, Bartsch
Applications, Acceptance, and Challenges of AI for Creative Tasks in Service

13.00 - 14.00

Lunch

Plenary session - Sala Azzurra

Service Dominant Logic

14.00 - 15.00

Kaisa Koskela-Huotari – ‘The Sage Handbook of Service Dominant logic’

Tom Gruen;– ‘Teaching Service Dominant logic’

15.00 - 15.45

Christine Leitner, Cristina Mele, Jaquie Pels, Jim Spohrer, Steve Vargo – ‘Service Research Future Priorities & Challenges’

Plenary session - Sala Azzurra

Greetings from Ischia

15.45 - 16.00

Cristina Mele and Francesco Polese