Forum detailed program

 


   

 


 

 

The 7th Naples Forum on Service

FORUM PROGRAM

Monday 6th September 2021

9.00-15.00

Doctorial workshop - Villa Orlandi, Anacapri

Keynote presentation

Professor Paul Maglio: “Developing Service Science”

Professor Marialuisa Saviano: “Systems Thinking for Service Research & Management”

Professor Stephen L. Vargo: “Service-Dominant Logic”

Research proposals and vide-presentations from the PhD students

 

6-8 pm

Welcome and Registration - Villa Orlandi, Anacapri


Tuesday 7th September 2021

9 am

Registration - Villa Orlandi, Anacapri

9.30 am

Plenary Session - Room Grotta Azzurra

 

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

10.30-11.15 am

Steve Vargo – Service-Dominant Logic

11.15-11.45 am

Coffee break

11.45-12.45 am

Parallel Sessions

Room Grotta Azzurra

Room I Faraglioni

Room Marina Grande

Session n.1
Institutions
Chair: Marco Tregua

Session n.2
Servitization
Chair: Maria Ciasullo

Session n.3
Service Ecosystem
Chair: Mara Grimaldi

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

1.45-2.45 pm

Parallel Sessions

Room Grotta Azzurra

Room I Faraglioni

Room Marina Grande

Session n.4
Transformative Service Research
Chair: Irene di Bernardo

Session n.5
Service Systems
Chair: Luca Carrubbo

Session n.6
Higher Education
Chair: Mara Grimaldi

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

 

Jaquie Pels - Change of Era - Era of Changes

3.30-4.00 pm

Coffee break

4.00-5.00 pm

Parallel Sessions

Room Grotta Azzurra

Room I Faraglioni

Room Marina Grande

Session n.7
Institutional work
Chair: Debora Sarno

Session n.8
Value & Smart Technoloy
Chair: Marco Tregua

Session n.9
Healthcare in service research
Chair: Maria Luisa Marzullo

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

 

Lerzan Aksoy, Tim Keiningham - Competing on Experience: Choosing between Frictionless and Memorable

8 pm

DINNER - Restaurant Al Caprì, Via Roma 38


Wednesday 8th September 2021

9.00-10.00 am

Plenary Session - Room Grotta Azzurra

 

Steve Vargo, Hans Kjellberg, Kaisa Koskela-Huotari, Suvi Nenonen, Linda Peters, Francesco Polese, Debora Sarno, Claudia Vaughan - Reflections on Emergence in marketing

10.00 - 11.00 am

Parallel Sessions

Room Grotta Azzurra

Room I Faraglioni

Room Marina Grande

Session n.10
Actor engagement
Chair: Andrea Ruggier

Session n.11
Smart Services
Chair: Luca Carrubbo

Session n.12
Negative value co-creation
Chair: Orlando Troisi

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

11.30 am-1.15 pm

Plenary Session - Room Grotta Azzurra

11.30 am-12.15 pm

Anders Gustafsson – ‘Service research priorities’

12.15-1.15 pm

Jochen Wirtz, Werner Kunz, Nicole Hartley, James Tarbit – ‘Corporate Digital Responsibility at the Dawn of the Digital Service Revolution’

1.15-2.15 pm

Lunch Break

2.15-3.35 pm

Parallel Sessions

Room Grotta Azzurra

Room I Faraglioni

Room Marina Grande

Session n.13
Resource & Co-creation
Chair: Antonietta Megaro

Session n.14
Value co-creation
Chair: Marco Tregua

Session n.15
Service Research
Chair: Irene Di Bernardo

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

4.00-5.00 pm

Parallel Sessions

Room Grotta Azzurra

Room I Faraglioni

Room Marina Grande

Session n.16
Institutions
Chair: Irene Di Bernardo

Session n.17
Big data & value co-creation
Chair: Luca Carrubbo

Session n.18
System thinking
Chair: Antonietta Megaro

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

5.00-5.45 pm

Jim Spohrer - Service Systems at the Dawn of the AI Era: Service Innovation Roadmaps and Responsible Entities Learning

5.45-6.30 pm

W Brian Arthur - Complexity economics

8 pm

GALA DINNER - Restaurant Da Gelsomina, Via Migliara 72


Thursday 9th September 2021

9.00-10.00 am

Parallel Sessions

Room Grotta Azzurra

Room I Faraglioni

Room Marina Grande

Session n.19
Service & Technologies
Chair: Erica del Vacchio

Session n.20
Smart Systems
Chair: Antonio Botti

Session n.21
Service Innovation & Higher Education
Chair: Orlando Troisi

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

 

Suvi Nenonen, Kaj Storbacka - Market-shaping: Highlights of recent research

10.45-11.15 pm

Coffe Break

2.15-3.35 pm

Parallel Sessions

Session n.22
Service ecosystem
Chair: Mara Grimaldi

Session n.23
Service Research
Chair: Fabio Greco

Session n.24
Value creation
Chair: Marco Tregua

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

 

Steve Vargo, Jaqueline, Pels, Suvi Nenonen, Kaj Storbacka, Francesco Polese, Cristina Mele - Closing session

1.30 pm

Luch Break