ICSM 2009


International Conference on Service Management, Orlando, 21-24 May 2009, Chaired by Rajendar K. Garg and M. P. Jaiswal; Deadline 28 Feb

 ARC: Connections: ELMAR: Posting

areas: services: content


Call for Papers

During MAY 21-24, 2009


Conference Co-Chairs:

Rajendar K. Garg, Professor of Marketing, Indiana University of Pennsylvania, USA


M.P. Jaiswal, Professor of Information Management, Management Development Institute, Gurgaon, India

Program Chair: David C. Wyld, Maurin Professor of Management, Southeastern Louisiana University, USA

International Chair: Dr. Parimal Bhagat, Associate Professor of Marketing, Indiana University of Pennsylvania, USA

Europe Chair:

Asia/Pacific Chair: Professor Dejun Cao, Southwestern University of Finance & Economics, Chengdu, China

Industry Co-Chair:

Doctoral Consortium Chair:

Conference Theme, Nature and Scope

The theme of this conference is to bring together professionals from various parts of the world to look at Service Management Issues relating to e-business, e-marketing, e-management area. Service Quality issues relating to part of the the business and their consequent impact on organizational performance would be areas of particular interest. The conference would provide insights on Global Best Business Practices in varied economic environments that would help identify leapfrogging strategies for emerging economies. Papers dealing with all aspects of Online Business and Management are welcome. In particular, papers that explore the multidisciplinary nature of the subject matter are encouraged.

Specifically, the conference will have the following tracks:

  • IT Enabled Services, E-Services, Business Process Outsourcing (BPO) services, etc.
  • E-Business Strategies and Models
  • E-Learning Issues and Strategies
  • E-Marketing Issues and Strategies
  • Supply Chain Management
  • Global Best Business Practices and Change Management
  • Knowledge Management, Networking/Communities of Practice
  • Customer Relationship Management
  • ERP and Service Oriented Architecture (SOA) for better service performance
  • RFID Technology Integration and Applications
  • IT Enabled Services, Business Process Outsourcing (BPO), and Knowledge Process Outsourcing (KPO), etc.
  • Global IT Strategy and Management Innovations
  • E-Commerce and Internet Marketing, EC Strategies, Service Models, and other EC issues
  • Emerging Business Models and Practices
  • Balance Score Card and Performance Measures.
  • E-Learning Issues and Strategies
  • Other issues related to Digital Technology Integration and Applications


Embassy Suites Hotel, International Drive/Convention Center, Orlando, Florida (our conference venue) is an ALL Suite hotel. It is 5 Star Property with all the facilities. GDBS has negotiated an excellent rate of $99 plus taxes (WOW! for a 5-star Suite!!!) with the hotel based on the minimum guarantee of 50 suite rooms per day. If GDBS does not fulfill this commitment, GDBS has to pay for these rooms as a penalty for under-performance of the contract. Therefore, if you stay at Embassy Suites, you will be refunded $50 via a personal check on presentation of the Embassy Suites invoice. This is an extremely wonderful price for a suite anywhere and especially in Orlando. You are encouraged to stay in the hotel as you will not simply not be able to buy a better offer anywhere.

Submission Instructions

Submissions can be made in a number of categories: Completed research papers, case studies, panels and panel/round table discussion papers. Please follow the following guidelines in preparing your submission.

Completed research papers

Typically 3000-5,000 words long (excluding abstract and references)

Case studies

Typically between 3,000 and 5,000 words long

Panel and round table discussion proposals

Typically a 1000 word synopsis of the topic area to be presented. Please identify the panelists to be involved

In preparing your papers, please follow Author Guidelines link. Submission and review process will be handled electronically. Please make your submission as one MSWord or RTF file. Include all figures and tables in relevant places in the text. The title page should indicate the title, author affiliations including telephone, fax and email, in case of multiple authors corresponding author details should be clearly identified. All submissions will be double blind peer reviewed.

Please note that by submitting a paper to this conference, you (the authors) agree and give consent to the publication of the paper in the conference proceedings or in any other form deemed appropriate by GDBS if the paper is accepted by GDBS for presentation at the conference. If the paper is accepted by GDBS, at least one of the author(s) must attend the conference and present the paper. This is a commitment on the part of the authors.

Registration Information

Early (Till March 15) Regular (Till April 15) Late (After April 15)
ALL Delegates** $300 $350 $400

GDBS has negotiated a WOW rate of $99 per night for a "5 Star" One Bedroom Suite at Embassy Suites Hotel and you are encouraged to stay there. You will be refunded $50 if you stay at Embassy Suites Hotel (our conference venue) via a personal check.

International delegates (from outside the United States must make a written commitment to register and attend the conference, if their paper is accepted for the conference presentation.)

(Registration fee covers: registration fee, coffee breaks, conference materials and venue costs for the conference.)

There will be a 50% discount for the International delegate Ph.D. graduate Students on the registration fee. Please send a copy of your student ID along with your registration form.

Registration fee will need to be paid after your paper has been accepted. Please visit the Registration Info page (click on the button on the left panel or here) to get complete information.

Submission Process

All papers (other than authors from India) should be submitted to: GARG@GDBS.ORG AND GARG@IUP.EDU. Please attached the Microsoft WORD file.

All authors from India, please submit your papers to: INDIA@GDBS.ORG

Best or highly selected papers may be considered for publication in the Journal of Digital Business (JDB). JDB is a refereed journal and is listed in Cabell directory. Selection of the papers to be included in JDB will be made at the at the time of the conference.

Tentative Program of the conference:

Thursday, May 21, 2009 6:00 p.m. – 7:00 p.m. Welcome Reception

Friday, May 22, 2009 8:00 a.m. – 9:30 a.m. Inauguration and Key Note Speech
9:30 a.m. – 9:45 a.m. Coffee break
9:45 a.m. – 11:15 a.m. Parallel Sessions – paper presentations
11:30 a.m. – 1:00 p.m. Parallel Sessions – paper presentations
Afternoons and evenings are free for your Orlando activities.

Saturday, May 23, 2009
8:30 a.m. – 10:00 a.m. Parallel Sessions – paper presentations
10:00 a.m. – 10:30 a.m. Coffee Break
10:30 a.m. – 12:00 Noon Parallel Sessions – paper presentations
Afternoons and evenings are free for your Orlando activities.

Sunday, May 24, 2009
8:30 a.m. – 10:00 a.m. Parallel Sessions – paper presentations
10:00 a.m. – 10:30 a.m. Coffee Break
10:30 a.m. – 12:00 Noon Parallel Sessions – Concluding Session!!!

Delegates may want to depart or use the afternoon for Orlando activities.

Conference Concludes!