Forum Program

2011 FORUM Program

 

Program (as per 10 June)

Tuesday, 14th June 2011

19.00-21.00

Welcome and Registration - Hotel San Michele - Anacapri

Wednesday, 15th June 2011

08:00

Registration - Villa Orlandi

 

Plenary session Gazebo Auditorium

9.00-9.15

Opening Ceremony - Evert Gummesson - Stockholm University, Cristina Mele - University of Naples "Federico II" and Francesco Polese - University of Cassino.

9.15-10.00

Stephen Vargo, University of Hawai and Robert Lusch, University of Arizona - “Service-Dominant Logic: Looking Ahead".

10.00-10.30

Dianne Fodell, Almaden Research Center, San Jose "Reflections on Service Science research advances"

10.30-11.00

Coffee break


 

11.00-12.40

Parallel Session

Gazebo Auditorium

Red Room

Sea Room

Value co-creation and resource integration

Methodological challenges issues in service research

Web and Community

Chair: Steve Vargo

Chair: Evert Gummesson

Chair: Rod Brodie

Helle
"Scripting practices for mutual gain: Value co-creation in business networks"

Löbler
"Why does service exist? Requisite Variety, Mutualism and the Nature of Service"

Colurcio-Melia-Caridà
"Virtual brand communities to integrate resource and experience"

Lindeman
"Market Agency in Subsistence Contexts"

Karpen-Bove
"Service-Dominant Orientation: Empirical Measurement Model Considerations"

Zagnoli-Radicchi
"The role of sport fan community in value co-creation"

Sebhatu-Edvardsson-Enquist
"Corporate Governance and Corporate Social Responsibility as Resources in Service Dominant Logic for the Creation of a Values Based Service Business-An explorative study of IKEA, Starbucks, H&M and Lego"

Nuutinen-Lappalainen-Airola
"Assessing industrial service culture and capability: three procedures for promoting service business transformation"

Korhonen-Karhu
"Explaining the Evolutionary Development of the Web"

Enz-Lambert
"Are perceptual measurements of value co-creation good enough in business-to-business contexts?"

Wilson-Macdonald-Konus
"Tracking holistic customer experience in real time"

Rainer
"Value-Co-Creation in Cloud-Computing"

Dibley-Clark
"Value Co-Creation in Strategic Partnerships: An Outsourcing Perspective"

Holmqvist-Van Vaerenbergh
"What is the Customer Saying? Service, person and context-related characteristics of service communication"

 


 

12.40-13.40

Lunch

13.40-15.20

Parallel Session

Value co-creation and changing role of suppliers and customers (1)

Service Innovation

Tourism & Leisure

Chair: Ralph Badinelli

Chair: Kaj Storbacka

Chair: Primiano Di Nauta

Sasser-Merz
"Co-creation index: a CCI creativity pathway"

Kuusisto-Riepula
"IIncreasing customer value by service innovation – towards a conceptual framework"

Ciasullo-Carrubbo
"Tourist systems co-creation exchanges:
service research and system thinking insights for destination competitiveness"

Kiane-Camelis-Dano-llosa
"How other customers influence client satisfaction during service delivery"

Sempels-Hoffmann
"The role of value constellation innovation to develop sustainable service systems"

Von Friedrichs
"Service Dominant logic and entrepreneurship as a perspective for regional development"

Hollebeek
"The Customer Engagement/Co-Created Value Interface: An S-D Logic Perspective"

Russo Spena-Mele
"'Co's' in innovating: co-creation within a practice-based view "

Rökman-Moisio
"Musician´s, fans´ and record company´s value co-creation in internet value co-creation and the changing role of suppliers and consumers"

Blasco-Hernandez-Jimenez
"Co-creation processes and engagement: an empirical approach"

Rindell-Strandvik
"How brand communities can contribute to service innovation"

De Nisco-Napolitano-Marino-Mainolfi
"The influence of Tourism Experience on Place-Image Perceptions and Post-visit Attitudes toward Local"

Díaz-méndez
"Value co-creation and university teaching quality: consequences for the european higher education area"

 

Lund
"Leveraging cooperative strategy- the case of sports and arts sponsorship"


 

15.20-15.50

Coffee break

15.50-17.30

Parallel Session

Gazebo Auditorium

Red Room

Sea Room

Customer centricity vs. balanced centricity

Value propositions

Doctoral session

Chair: Ronald Ferguson

Chair: Michael Kleinaltenkamp

Chair: Robert Lusch

Chen
"Extending Service Dominant Logic: Proposition, Lexicon and Framework"

Rintamaki-Mitronen "Customer value propositions and co-creation of service in multi-channel retail contexts"

Primitiva
"The success of service innovations: implications for firms' competitiveness"

Sampson-Menor
"Service-Dominant Logic 2.0: A Balanced Perspective"

Winkler-Staníček "Value Proposition Modelling for Service Innovation"

Särkkä "Exploring co-creation of value within customer-supplier and buyer-supplier relationships"

Jaakkola-Alexander
"Exploring co-creation networks: creating ‘balanced centricity’ within a public transport service system"

Ng-Briscoe "Value, Variety and Viability: Designing For Co‐creation in a Complex System of Direct and Indirect (goods) Service Value Proposition"

Valtteri
"Influence of context in service exchange"

Ravald
"Searching for Balanced Centricity
Learnings from a small business context"

Holttinen "Contextualizing value propositions: examining how consumers experience value propositions in their practices"

Cheung
"Collaborating to co-create value in social networks following a crisis"

18:00

Visit to Dr. Axel Munthe’s home and museum. Cocktail in the Museum Garden


 

Thurday, 16th June 2011

8.30-9.00

Plenary session Gazebo Auditorium

Evert Gummesson - Stockholm University - "How do service research results reach textbooks and classrooms: Now it takes 10-40 years!"

9.00-10.40

Parallel Session

Gazebo Auditorium

Red Room

Sea Room

Value co-creation and changing role of suppliers and customers (2)

Networks and many to many

New challenges for service logic

Chair: Jaqueline Pels

Chair: Irene Ng

Chair: Ralph Badinelli

Cheung-McColl Kennedy
"Customer resource integration during negative events: Lessons from ants"

Julien
"Points Passerelle»: developing a social network to help vulnerable people"

Töhönen-Heiskala- Männistö
"Towards the operationalization of service logic"

Jacob- Rettinger-
"The Role of customer co-production in value creation"

Halinen-Jaakkola
"Value networks in new service development: evidence from a coordinator organization"

Godsiff- Maull
"Operationalising and Managing Variety"

Helkkula-Kelleher
"Experiences and Practices – Challenges and Opportunities for Value Research"

Ferguson-Paulin-Fallu
Value Co-Creations in Network Partnerships: A Service-Dominant Logic View"

Kleinaltenkamp-Kluckert-Geiger
"Acceptance of Standardized Service Contracts"

Sebastiani-Dalli-Montagnini
"How consumers shape the market: ethics and value co-creation"

Hansson-Sorensson
"Driving forces which can lead to the growth in the experience economy"

Cinquini-Tenucci
"Management Accounting for Service: A Research Agenda"

Melia-Caridà-Colurcio "Value co-creation and resource integration in Italian drugs distribution"

Tax-Smith-Chandrashekaran
"Tangled web or tidy knot?
Assessing failure and recovery in a service network"

 


 

10.40-11.00

Coffee break

11.00-12.40

Parallel Session

Value co-creation and changing role of suppliers and customers (3)

Service process and engineering

Value co-creation and ICT

Chair: Helge Löbler

Chair: Diane Fodell

Chair: Tiziana Russo Spena

Polese-Pels-Brodie
"Theoretical underpinning to successful value co-creation"

Baglieri-Zambolin-Resta-Karmarkar
"Positioning service industrialization strategies in the accommodation industry"

Ward-Saren
"SD-Logic in computer mediated environments: identifying resources"

McColl Kennedy-Tombs
"When customer value co-creation diminishes value for other customers deliberately or inadvertently"

Kreuzer-Schäfer-Aschbacher
"The Concept of Service Strategy Scorecard - an Integrated Approach for Lean Service Engineering and Service Improvement: Theoretical framework and implications for Service Science"

Kontos-Kutsikos
"A service classification framework for value co-creation. The case of the Internet of Services"

Lefebvre
"Emergence of value co-destruction in B2B context"

Badinelli
"Fuzzy-control models of service-system engagements"

Napoletano-Pietrosanto-De Santo-Carrubbo
"Knowledge based service systems"

Brodie-Hollebeek-Smith
"Engagement: An important bridging concept for the emerging S-D logic lexicon"

Smith-Maull-Ng-Punter "Transitioning to Service"

Heiskala-Hiekkanen-Korhonen
"The Impact of Information Technology Enabled Services on Value Co-Creation"

Della Corte-Savastano
"Productions of excellence as territory attraction’s factors"

Wieland-Kaartemo
"Complexity by Design"

Lei "How Service System Enable and Direct Co-creation of Value"


 

 

Plenary session Gazebo

12.40-13.20

Robert Lusch, University of Arizona and Stephen Vargo, University of Hawai - “Service-Dominant Logic as a Foundation for a General Theory”

13.20-14.10

Lunch

 

Poster session (during lunch)
Dunque-Maydeu-Olivares "Toward a general framework of consumer satisfaction with public services"
Elo "Co-creation of value in the knowledge and know-how transfer systems in car service business"
Hakanen-Jaakkola "Specifying value creation roles through service concept development in B-to-B networks"
Haugland-Ness-Aarstad "Relationship learning between service firms: The impact of inter-firm and network variables"
Piciocchi-Siano-Confetto-Paduano "Driving Co-Created Value through Local Tourist Service Systems (LTSS) in Tourism Sector"
Shina-Santanam-Baird "Hey! You! Get Off My Cloud: Incumbent vs. Challengers in the Software Services Market"
Shina-Santanam-Baird "Network effects and Piracy".
Wolny-Malgorzata "University industry collaboration: a Viable System Approach analysis in the creative sector"

 

Plenary Session Gazebo

14.10-14.40

Jaqueline Pels, Universidad Torcuato de Tella, "The Service Dominant Logic: The Elusive Strategy for the Underserved in the Emerging Economies"


 

14.40-16.20

Parallel Session

Gazebo Auditorium

Red Room

Sea Room

Market as networks

Business models to manage networks and service system

Services

Chair: McColl Kennedy

Chair: Annika Ravald

Chair: Paolo Stampacchia

Kleinaltenkamp-Chatrath
"Customer-to-customer interaction in service eco-systems – measuring its relative contribution to value-in use and the willingness-to-pay for it in case of sport event provision"

Tronvoll-Edvardsson-Vargo
"Alternative Ontological Foundations for Service System Conceptualization"

Trotta-Iannuzzi-Cavallaro-Dell'Atti
"Banking reputation and CSR: a stakeholder value approach"

Sempels-Hoffmann-Felix
"Integrating tacit knowledge through value co-creation: the case of Pas-de-Calais Habitat"

Tronvoll-Edvardsson-Skålen
"Service System as a foundation for resource integration and value co-creation"

Modina-Cavallone
"An empitical evidence of the effectiveness of a network in improving the quality of banking services"

Occhiocupo
"The value co-creating process: lessons learned from the case of a leading manufacturer"

Spohrer-Piciocchi-Bassano
"Three frameworks for service research: exploring multilevel governance in nested, networked systems"

Reijonsaari-Helkkula-Linna
"Co-creating health"

Rouquet-Goudarzi-Henriquez
"Managing the transfer of logistics services to the consumer: comparison of two cases"

Freiling-Dressel -Laudien
"On the Sluggish Adoption of Total Cost of Ownership Business Models - An SDL Perspective"

Formisano-Russo
"Service logic, value co-creation and networks in banking services"

16.10-16.30

Coffee break


 

16.30-18.10

Parallel Session

Value co-creation and changing role of suppliers and customers (4)

Integration and management of resources and capabilities

The role of network, interaction and relationships

Chair: Steve Vargo

Chair: Robert Lusch

Chair: Michel Paulin

Corsaro-Sebastiani-Snehota
"Business Interaction in S-D Logic"

Easton
"Staffing, Cross-training, and Scheduling with Cross-trained Workers in Extended-hour Service Operations"

Russo Spena-Tregua-Stampacchia
"Shadow cone of strategizing in networks: influence and value creation in co-decisions"

Andersson-Markendahl-Mattsson
"The Role of Artifacts in Shaping Service Markets"

Valjakka-Kansola-Valkokari
"Facilitating factors of value co-creation in B to B relationships"

Aguiari-Di Nauta
"Governing business dynamics in complex contexts"

Storbacka-Nenonen
"On the marketness of markets"

Rindell-Strandvik
"The role of image in S-D logic - Corporate image evolvement in Mergers and Acquisitions"

Ben Letaifa
"An application of ecosystem strategies framework to understand network performance"

Mele-Pels
"Approaches to Theorizing the Market"

Dauner
"Value co-creation in B2B-Marketing through Virtual Resource Integration"

Jyrämä-Hakio-Mattelmäki
"Public service journeys – the introduction of networks and co-design"

20.00

Gala Dinner with entertainment and Awards - Restaurant "Il Faro"


 

Friday, 17th June 2011

 

Plenary Session Gazebo

9.00-9.30

Christian Grönroos, University of Hanken, Finland, “Distribution mechanisms for service"

9.30-11.00

Plenary Session Gazebo

Plenary Session: "Reflection on Dematerialization & Complexity"
Chair - Gaetano Maria Golinelli, University of Rome "La Sapienza"

Panel Discussion:
Evert Gummesson, Stockholm University - "Complexity, network theory, and many-to-many marketing"
Irene Ng, University of Exeter Business School - "'Dematerialization and Rematerialization: the role of Context'"
Ralph Badinelli, University of Virginia Tech - "Scalability, Viability and Multi-agent Systems"
Paolo Magrassi, Innovation Management and IT expert - "The troubled journey of complexity through management and organizational science"
Sergio Barile, University of Rome "La Sapienza" - "Qualifying the concept of systems complexity"

11.00-11.30

Coffee break


 

11.00-12.40

Parallel Session

The Viable system approach

Value proposition and experience of service science

Business relations and social relations

Chair: Ralph Badinelli

Chair: Maria Colurcio

Chair: Roberta Sebastiani

Discussant: Jaqueline Pels

Barile-Montella-Saviano
"Enhancement, Value and Viability of Cultural Heritage. Towards a Service-Based Systems Approach"

Brown
"In My Liverpool Home: Exploring City Residents’ Perceptions Using A Service Systems Approach"

Nadzeika
"The relational impact on service interactions"

Calabrese-Iandolo-Bilotta
"From Requisite Variety to Informative Variety through the Information theory: the management of viable systems"

Kaski-Ojasalo-Toivola
"Service Business Development in Small and Medium-Sized Enterprises (SME): A Case study on methods and tools enhancing SMEs’ transformation to service dominant business logic"

Duque-Gaston Breton-Lado
"What keeps People in Social Virtual Communities? Cognitive, Affective and Conative drivers of loyalty"

Quattrociocchi-Polese
"Between service culture, empathy and ethical behaviour: insights derived from the VSA"

Thomas-Rankin
"Accessing Pre-natal Services: Supporting Women in Rural Kenya"

Murphy
"Ethical Foundations for a Networked, Service Economy"

Vesci-Hysa
"An integrated VSA-many-to-many network analysis of territorial governance "

Tossavainen
"Learning by developing ( : ) service organization in a public sector"

De Chiara
"Social capital and responsible relationships with local system for the value creation in SMEs"

 

Della Corte-Micera-Di Taranto
"Quality in Marketing Systemic Value Co-creation"

Mauro-Cavallaro-Cardamone-Trotta
"Teaching hospitals performance: a stakeholders view"


 

12.40-13.45

Lunch

13.45-14.15

Plenary Session Gazebo

Hakan Hakansson, Norwegian School of Management - "Innovation in interaction"

14.15-15.30

Plenary Session Gazebo

Closing Panel Discussion - "Future Service Research Directions"
Co-Chair: Cristina Mele and Francesco Polese

Panel Discussion:
Bob Lusch, Dianne Fodell, Sergio Barile, Steve Vargo, Evert Gummesson.

2011 FORUM Program