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The 7th Naples Forum on Service
FORUM PROGRAM
Monday 6th September 2021 |
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9.00-15.00 |
Doctorial workshop - Villa Orlandi, Anacapri |
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Keynote presentation |
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Professor Paul Maglio: “Developing Service Science” |
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Professor Marialuisa Saviano: “Systems Thinking for Service Research & Management” |
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Professor Stephen L. Vargo: “Service-Dominant Logic” |
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Research proposals and vide-presentations from the PhD students |
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6-8 pm |
Welcome and Registration - Villa Orlandi, Anacapri |
Tuesday 7th September 2021 |
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9 am |
Registration - Villa Orlandi, Anacapri |
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9.30 am |
Plenary Session - Room Grotta Azzurra |
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Francesco Polese - Service Research: Contributions from The Naples Forum on Service Evert Gummesson - Insights for Service Research Cristina Mele - Service Research: what's ahead? Onlife experiences & phygital contexts |
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10.30-11.15 am |
Steve Vargo – Service-Dominant Logic |
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11.15-11.45 am |
Coffee break |
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11.45-12.45 am |
Parallel Sessions |
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Room Grotta Azzurra |
Room I Faraglioni |
Room Marina Grande |
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Session n.1 |
Session n.2 |
Session n.3 |
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Ruiz-Alba José L., Quero María J., López-Tenorio Pablo J. - Institutions and customer experience: the role of interfunctional coordination | Ciasullo Maria V., Montera Raffaella, Douglas Alexander - Unveiling value co-creation within the digital servitization business models: Empirical evidence from B2B industrial firms | Cozzolino Alessandra, Calabrese Mario, Massaroni Enrico - Logistics service providers offering specialized fine-art logistics solutions: case study analysis | |
Kaartemo Valtteri, Davidian Ken, Eerme Tõnis - Building legitimacy in the early stages of emergence and institutionalization of service ecosystems | Schmidt Rainer, Zimmermann Alfred, Moehring Michael, Keller Barbara, Alt Rainer - Value Co-Creation on Assistant Platforms | Van Strien Jeroen, Sahhar Yasin, van Fenema Paul C. - Ready to Pair? Understanding Pre-negotiation Supplier Engagement in the Context of Performance-Based Contracting | |
Sebastiani Roberta, Anzivino Alessia - Institutions and actors’ interactions in the new normal era | Edvardsson Bo, Tronvoll Bård - Servitization challenges in transforming service ecosystems: An empirical analysis of firms’ responses and a conceptual framework | Malik Radoslaw - Service Offshoring: Current Issues and New Research Directions | |
12.45-1.45 pm |
Lunch Break |
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1.45-2.45 pm |
Parallel Sessions |
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Room Grotta Azzurra |
Room I Faraglioni |
Room Marina Grande |
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Session n.4 |
Session n.5 |
Session n.6 |
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Testa Mario, Santini Cristina, Caraher Martin - The evolution of the Circular Economy applied to Food Loss and Waste issue: the Spiral Economy 4.0 perspective | Koskela-huotari Kaisa, Carrubbo Luca, Toli Angeliki M. - Towards dynamic decision-making in service organizations: insights from systems thinking | Diaz-Mendez Montserrat, Zamora-Ramos Moisés, Quero-Gervilla María J., Chamorro-Mera Antonio - Higher education (HE) service pollution: attempting against its sustainability | |
Ungaro Veronica, Di Pietro Laura, Renzi Maria F., Guglielmetti Mugion Roberta, Pasca Maria G. - Transformative Service Research: a systematic literature review | Shoji Masato, Taguchi Takachi - Investigation on Structure of Service Ecosystem: Japanese Enthusiasts studies from Serviceology | Bassano Clara, Leitner Christine, Ganz Walter, Satterfield Debra, Piciocchi Paolo, Spohrer James C. - Insights from T-Shaped Professional (T-SP) Model to support human-machine interaction | |
Helkkula Anu, Arnould Eric - The Interplay of Market Ontologies and Sustainable Development Goals | Ben Letaifa Soumaya, Edvardsson Bo - Towards an Intra-Ecosystem perspective for Value Co-creation: How Resources are integrated within and across Ecosystems? | Tossavainen Päivi - The T-shaped professionals’ education strategies for service innovation | |
2.45-3.30 pm |
Plenary Session - Room Grotta Azzurra |
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Jaquie Pels - Change of Era - Era of Changes |
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3.30-4.00 pm |
Coffee break |
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4.00-5.00 pm |
Parallel Sessions |
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Room Grotta Azzurra |
Room I Faraglioni |
Room Marina Grande |
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Session n.7 |
Session n.8 |
Session n.9 |
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Taillard Marie, Schau Hope - Institutional Work on Platform Business Models | Rancati Gaia, Barraza Jorge - The Effect of Sales Assistant-Customer Interaction on Immersion inside Retail Stores | Cavacece Ylenia, Russo Giuseppe - Healthcare innovation: digitisation and citizen participation for service improvement | |
Masè Stefania, Minina Alisa, Smith Jamie - How Digital Services Are Reshaping the Dating Practice: An Institutional Theory Perspective on the Digital Dating Service Ecosystem | Watanabe Kentaro - Avatar-mediated service encounter and its impact after COVID-19 | Masucci Armando, Megaro Antonietta - Artificial Intelligence as a driver to enable Healthcare Service Ecosystem viability | |
Quero María J., Díaz-Méndez Montserrat, Gummesson Evert - Balanced Centricity: deinstitutionalizing the arts sector. The case of Patreon open platform | Ranieri Angelo, Russo Spena Tiziana, Tregua Marco, Mele Cristina - Conversational agents to enact value propositions for an intimate, intelligent, and seamless experience | Marzullo Maria Luisa, Di Bernardo Irene, Russo Spena Tiziana, Mele Cristina - The use of smart technologies to facilitate patient engagement in healthcare services: the Medicinae case study | |
Ruggiero Andrea - Digital therapeutics in healthcare ecosystem: a systematic literature review | |||
5.00-5.45 pm |
Plenary Session - Room Grotta Azzurra |
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Lerzan Aksoy, Tim Keiningham - Competing on Experience: Choosing between Frictionless and Memorable |
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8 pm |
DINNER - Restaurant Al Caprì, Via Roma 38 |
Wednesday 8th September 2021 |
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9.00-10.00 am |
Plenary Session - Room Grotta Azzurra |
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Steve Vargo, Hans Kjellberg, Kaisa Koskela-Huotari, Suvi Nenonen, Linda Peters, Francesco Polese, Debora Sarno, Claudia Vaughan - Reflections on Emergence in marketing |
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10.00 - 11.00 am |
Parallel Sessions |
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Room Grotta Azzurra |
Room I Faraglioni |
Room Marina Grande |
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Session n.10 |
Session n.11 |
Session n.12 |
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Storbacka Kaj, Jaakkola Elina, Nenonen Suvi, Alexander Matthew - Conceptualizing Actor Engagement Management | Bulawa Nicole, Jacob Frank - More Than a Snapshot: Dynamic Value-in-Use Emergence in E-Services | Gummerus Johanna, O’Loughlin Deirdre, Kelleher Carol - Ambiguous Loss and Value Co-Destruction in Fragmented Service Systems | |
Kleinaltenkamp Michael, Conduit Jodie, Plewa Carolin, Karpen Ingo O., Jaakkola Elina - Collective Engagement towards Social Purpose | Lappalainen Inka, Aromaa Susanna - Emerging data-driven service innovation and ecosystem in the construction phase of the smart building | Hogg Johannes, Werner Kim, Griese Kai Michael- Conceptualizing dynamic and phenomenological value co-creation in event management | |
Frosch Markus, Warg Markus - Leading with Context: Impacts from IAD Framework, Service Science and Service-Dominant Logic | Meierhofer Juerg, Heitz Christoph, Hannich Frank - Optimizing service value creation with smart, connected products | Razmdoost Kamran, Alinaghian Leila, Kutsch Elmar - Practice Disruption in Service Ecosystems: The Case of K2 2008 Disaster | |
11.00-11.30 pm |
Coffe Break |
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11.30 am-1.15 pm |
Plenary Session - Room Grotta Azzurra |
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11.30 am-12.15 pm |
Anders Gustafsson – ‘Service research priorities’ |
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12.15-1.15 pm |
Jochen Wirtz, Werner Kunz, Nicole Hartley, James Tarbit – ‘Corporate Digital Responsibility at the Dawn of the Digital Service Revolution’ |
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1.15-2.15 pm |
Lunch Break |
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2.15-3.35 pm |
Parallel Sessions |
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Room Grotta Azzurra |
Room I Faraglioni |
Room Marina Grande |
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Session n.13 |
Session n.14 |
Session n.15 |
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Loebler Helge - The meaning-ladenness of value in Service-Dominant Logic | Feddema Kim, Harrigan Paul, Koskela-Huotari Kaisa - Understanding the ‘resourceness’ of wildlife as a commodity – An institutional, service ecosystem perspective of the exotic pet trade | Andreassen Tor, Del Vacchio Erica - AI and Emotions: a literature review | |
Ruggiero Andrea, Laddaga Cesare, Dela Vacchio Erica – Actors’ roles in service robotics ecosystem | |||
Ahlemeyer Kai - The Active Customer in Value Co-Creation Processes: The Importance for Companies Using the Example of Energy Cooperatives | Siddike Md Abul Kalam, Akaishi Rei - Anatomy of value co-creation: case of local goverments in Japan for covid-19 responses | Morande Swapnil - Optimizing circadian rhythm for well-being: Value co-creation using Machine Learning | |
Shulga Lenna, Busser James A. - Co-Creation: The More We Contribute – The More We Value | Holmqvist Jonas, Royer Jade - Expanding Value Co-Creation: Value-in-Context in Confucian Cultures | Greco Fabio, Di Bernardo Irene – Silver Starters | |
Dehling Sebastian- The role of resource asymmetry in coordinating value processes | Sahhar Yasin, Loohuis Raymond, Henseler Jörg - Illuminating experience’s inception and evolvement: an auto hermeneutic phenomenological inquiry | Bozic Maja, Moretta Tartaglione Andrea - Scanning of the retail environment in forecasting activities | |
3.35-4.00 pm |
Coffee break |
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4.00-5.00 pm |
Parallel Sessions |
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Room Grotta Azzurra |
Room I Faraglioni |
Room Marina Grande |
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Session n.16 |
Session n.17 |
Session n.18 |
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Schau Hope J., Akaka Melissa A., Luri Ignacio - Codifying Brand Practices in Service Encounters | Keller Barbara, Möhring Michael, Carrubbo Luca, Caputo Francesco, Schmidt Rainer - Identifying patterns in Big Data Analytics to enhance value co-creation | Loia Francesca, Basile Vincenzo, Capobianco Nunzia, Vona Roberto - A service ecosystems perspective on decommissioning of offshore platforms: highlights by the italian context | |
Braz Becker Larissa C., Helkkula Anu, Karpen Ingo, Kleinaltenkamp Michael, Jaakkola Elina, Nuutinen Maaria - From the individual to the collective: conceptualizing the collective actor experience | Paavola Lauri - Algorithmic technologies in organizing food supply | Moretta Tartaglione Andrea, Granata Giuseppe, Cavacece Ylenia - Complexity in systems thinking and dynamic capabilities framework | |
Pasca Maria G., Guglielmetti Mugion Roberta, Di Pietro Laura, Renzi Maria F. - Gamification and service quality to incentivize shared micro-mobility services in Italy. An empirical study | Christ-Brendemühl Sonja, Schaarschmidt Mario - Fairness Perceptions of Customer Participation in Augmented Reality-Enabled Online Services | Saviano Marialuisa, Perillo Claudia - From Hospital to Home: Service and Systems thinking for effective, efficient and sustainable healthcare | |
5.00-6.30 pm |
Plenary Session - Room Grotta Azzurra |
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5.00-5.45 pm |
Jim Spohrer - Service Systems at the Dawn of the AI Era: Service Innovation Roadmaps and Responsible Entities Learning |
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5.45-6.30 pm |
W Brian Arthur - Complexity economics |
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8 pm |
GALA DINNER - Restaurant Da Gelsomina, Via Migliara 72 |
Thursday 9th September 2021 |
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9.00-10.00 am |
Parallel Sessions |
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Room Grotta Azzurra |
Room I Faraglioni |
Room Marina Grande |
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Session n.19 |
Session n.20 |
Session n.21 |
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Fehrer Julia, Mullen Molly, Morreale Fabio, Lythberg Billie, Newth Jamie, Wieland Heiko - Decentralized autonomous organizations (DAOs) for value cocreation in the arts | Badinelli Ralph- Intelligent agents and ecostructuring decisions in service journeys | Quero María J., Ventura Rafael, Martínez-Martínez Sofía L. - The mediating role of Univerity-Industry linkages for value co-creation in Engaged Universities | |
Fujikawa Yoshinori, Sishiyama Kohei, Oue Shingo, Suzuki Satoko - Humans and machines in the emergence of service ecosystems: Addressing false dichotomy by embracing paradox | Walletzký Leonard, Carrubbo Luca, Buhnova Barbora, Bayarsaikhan Odonchimeg - Conceptual model of Smart Services. How to understand the structure of services in Smart City | Angrisani Maria Rosalba, Dell'Anno Davide Hockaday Tom - Shaping the Scope and Features of an Innovation Community Through a Multiple Case Study | |
Erica del Vacchio, Tiziana Russo Spena, Cristina Mele - Blockchain technology and Service Ecosystem: a focus on Agri-food business | Botti Antonio, Grimaldi Mara - Managing emergency through resilience: reinterpreting smart cities as service ecosystems view | Ciasullo Maria V., Capolupo Nicola, Romeo Emilia - Developing a Microsoft Teams usability index in Higher Education Organizations: a Service-Dominant Logic orientation | |
10.00-10.45 am |
Plenary Session - Room Grotta Azzurra |
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Suvi Nenonen, Kaj Storbacka - Market-shaping: Highlights of recent research |
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10.45-11.15 pm |
Coffe Break |
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2.15-3.35 pm |
Parallel Sessions |
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Session n.22 |
Session n.23 |
Session n.24 |
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Polese Francesco, Visvizi Anna, Troisi Orlando, Grimaldi Mara - Digitalizing value co-creation: how artificial intelligence redefines human-computer interactions in service ecosystems | Siddike Md Abul Kalam, Hidaka Kazuyoshi, - The role of informal institution in bop economy: a service-dominant logic view | Schmidt Rainer, Dacko Scott, Moehring Michael, Keller Barbara, Zimmermann Alfred - AI-based Value Co-Creation in Tourism | |
Tuominen Tiina, Mele Cristina, Edvardsson Bo, Reynoso Javier - The role of smart technology in shaping value co-creation routines. A study of service ecosystem change | Vestertė Jurga, Skačkauskienė Ilona - Towards a decision support framework for service modularisation | Schmudde Ulrich, Sorensson Anna - Co-creating value net for shadow destinations in Sweden | |
As’ad Nabila, Patrício Lia - Managing Contradictions between “Business as Usual” and Transition Dynamics in Service Ecosystems | Salgado Maricela, Marcos Esperanza, Vara Juan M., De Castro Valeria, Martin-Peña Maria L. - Service Design Methodologies. A Systematic Literature Review | D’Auria Anna, Bifulco Francesco - Smart fruition of archaeological heritage: evidence from great cultural attractors | |
Katsifaraki Georgia - Strategizing in service ecosystems: A Service-Dominant driven, value-based platform | Di Bernardo Irene, Spano Maria, Mele Cristina, Russo Spena Tiziana - Customer Journey: A Bibliometric Review and Future Research Agenda | Gargiulo Roberta, Carignani Francesco, Bifulco Francesco - Social robots in the cultural heritage experience | |
12.35-1.30 pm |
Plenary Session - Room Grotta Azzurra |
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Steve Vargo, Jaqueline, Pels, Suvi Nenonen, Kaj Storbacka, Francesco Polese, Cristina Mele - Closing session |
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1.30 pm |
Luch Break |