ARC: Connections: ELMAR: Posting

19th Annual Frontiers in Service Conference
June 10 — 13, 2010  -  Karlstad, Sweden

FULL PROGRAM
Official Web site: http://www.ctf.kau.se/frontiers2010/index.shtml
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SPONSORED BY:

CTF - Service Research Center, 
Karlstad University, Sweden

The Center for Excellence in Service,
Robert H. Smith School of Business,
University of Maryland, USA

IBM, USA

The American Marketing Association

In cooperation with the INFORMS Service Science Section

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FEATURED KEYNOTE SPEAKERS

David Dinka
Head of Experience Research
Skype, United Kingdom

Bo Femtvik
Director Competence Development
Tetra Pak, Sweden

Christian Grönroos
Professor
Hanken School of Economics, Finland

Ming-Hui Huang 
Professor of Electronic Commerce
National Taiwan University, Taiwan

Jos Lemmink
Dean of the Faculty of Economics and Business Administration
Maastricht University, The Netherlands

Gaby Oderkerken-Schröder
Associate Professor Marketing / Director MSc Programmes
Maastricht University, The Netherlands

Roland Rust
Executive Director, CES & CCB
Distinguished University Professor
David Bruce Smith Chair of Marketing
Robert H. Smith School of Business
University of Maryland, USA

Peder Wallenberg
Architect and Founder of the Swedish Foundation Stiftelsen Carpe Vitam

Featured Plenary Panel on Service Innovation

Moderator: Bo Edvardsson
Professor Director, CTF - Service Research Center
Karlstad University, Sweden

Anders Cajander
Director, Innovation Management 
TeliaSonera, Sweden

Adrienne Schäfer
Lecturer
Lucerne University of Applied Sciences and Arts – School of Business, Switzerland

René Summer 
Director Government and Industry Relations
LM Ericsson, Sweden

Jochen Wirtz
Associate Professor of Marketing 
National University of Singapore, Singapore


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CURRENT TOPICS

• Service Science
• Service Marketing
• Service Innovation
• Service Information
• Technology Empirical Studies of Service 
• Theoretical Perspectives on Service 
• Globalization 
• Government Policy 
• Public Sector 
• Service Human Resources 
• Customer Relationship Management 
• E-Government 
• E-Service 
• Service Engineering 
• Healthcare Service 
• Service Design 
• Service Productivity 
• Service Operations 
• Trade in Service 
• Other topics in service research

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CONFERENCE COMMITTEE

Co-Chair – Bo Edvardsson
Professor
Director, CTF - Service Research Center 
Karlstad University, Sweden

Co-Chair – Anders Gustafsson
Professor
CTF - Service Research Center 
Karlstad University, Sweden

Co-Chair – Roland Rust 
Distinguished University Professor and David Bruce Smith Chair in Marketing 
Executive Director, Center for Excellence in Service 
University of Maryland, USA 

Stefan Nusser
Functional Manager, Almaden Services Research  
IBM Almaden Research Center, USA  

Anat Rafaeli  
Harry Levensfeld Chaired Professor of Industrial Engineering   
Technion Israel Institute of Technology, Israel

Ming-Hui Huang  
Professor of E-Commerce   
National Taiwan University, Taiwan

Ralph Badinelli  
Chair, INFORMS Service Science Section   
Professor of Business Information Technology, 
Virginia Polytechnic Institute and State University, USA 

Thomas L. Baker   
Chair, AMA Services Special Interest Group   
Associate Professor,  
Clemson University, USA  

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BEST PRACTITIONER JUDGING COMMITTEE
Evert Gummesson, Stockholm University, Sweden
Doug Morse, Services Transformation and Innovation Group, LLC
Kaj Storbacka, Vectia Ltd. and Hanken School of Economics, Finland

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THE PERFECT CONFERENCE FOR

•	Senior Executives
•	E-Commerce Managers
•	Marketing Managers
•	Service Operations Managers
•	Customer Satisfaction Managers
•	Government Policy Makers
•	Quality Managers
•	Marketing Researchers
•	Public Sector and Nonprofit Managers
•	Retail Managers
•	Service Academics
•	CRM Managers

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REGISTRATION INFORMATION

REGISTRATION IS OPEN. Register now at http://www1.kau.se/konf/index.lasso?id=1521&to_do=register. 

Included in the conference registration 

•	Thursday evening reception
•	Friday, Saturday and Sunday refreshment breaks; lunch on Friday and Saturday 
•	Friday evening reception and awards dinner 
•	Saturday evening networking event
•	Transportation to all events
•	Conference materials and admittance to all sessions

CANCELLATIONS: Conference cancellations must be done through the Conference Administration at Karlstad University, conference@kau.se. A cancellation processing fee of SEK 800 will be automatically deducted from your refund. No refunds will be made after May 27, 2010. Substitutions are allowed at any time, provided that Karlstad University is notified in writing. All requests for refunds must be made in writing.   

Contact conference@kau.se for any questions.

ACCOMMODATIONS AND TRAVEL:  Hotel and airline reservations should be made on your own - helpful information concerning online registration, hotel reservation information, and airports can be found at http://www.ctf.kau.se/frontiers2010/index.shtml. Reserve your room early, as there are a limited number of rooms in our block. The last day to reserve a room at the conference rate is 27 May.   

We have three hotels offering special room block rates. Each hotel rate includes VAT and breakfast. Please note that arrangements may only be booked via the conference registration Web site. No promotional code is necessary to receive the discounted rate. 

Clarion Plaza Hotel 
Rate per night: 850/1050 (all figures in SEK) 

Elite Stadshotellet Karlstad 
Rate per night: 870/1170 (all figures in SEK)

Best Western Savoy 
Rate per night: 610/810 (all figures in SEK)

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CONFERENCE SCHEDULE

The complete conference schedule may be found online at http://www.rhsmith.umd.edu/ces/program/. Please note that the schedule is tentative and may be subject to change (with regard to concurrent presentations).

THURSDAY, JUNE 10

18:00 - 20:00 
Welcome Reception and Registration
Clarion Plaza Hotel


FRIDAY, JUNE 11

Breakfast provided at hotels

07:45 Transportation from hotels to University

08:15-08:30 Welcoming Remarks
  
PLENARY SESSION 1
(Karlstad University – 1A 305)

08:30-09:10 "Reciprocal Value Creation through Service," 
Christian Grönroos, Professor of Service and Relationship Marketing, Hanken School of Economics, Finland

09:10-09:30 “Reciprocal Value Creation through Service” Panel Discussion
Panel: Christian Grönroos (Hanken School of Economics, Finland), Stephen L. Vargo (University of Hawaii at Manoa, USA) 

09:30 – 10:00 Morning Break

CONCURRENT SESSIONS 1-3

10:00 - 11:30 Sessions are 25 minutes in length, with 5 minute breaks in between each session. There will be 10 concurrent presentations during each session.

11:30 – 12:30  Lunch 

IBM Student Networking Lunch:  Students attending the conference are invited to an IBM sponsored lunch to network with business practitioners and exchange ideas.
 
RSVP required - Contact Carrie Baran at cbaran@rhsmith.umd.edu for details

PLENARY SESSIONS 2-3
(Karlstad University – 1A 305)

12:30 - 13:00 “Perspectives on Service Management” 
Peder Wallenberg, Architect and Founder of the Swedish Foundation Stiftelsen Carpe Vitam
    
13:00-14:30 “Service Innovation” 
Moderator: Bo Edvardsson, Professor and Director, CTF - Service Research Center, Karlstad University, Sweden  

Panelists: Anders Cajander (Director, Innovation Management, TeliaSonera, Sweden), Adrienne Schäfer (Lecturer, Lucerne University of Applied Sciences and Arts – School of Business, Switzerland), René Summer (Director Government and Industry Relations, LM Ericsson, Sweden), Jochen Wirtz (Associate Professor of Marketing, National University of Singapore, Singapore)

14:30 – 15:00 Afternoon Break

CONCURRENT SESSIONS 4-6

15:00 - 16:30 Sessions are 25 minutes in length, with 5 minute breaks in between each session. There will be 10 concurrent presentations during each session.

16:45  Transportation from University to hotels

19:30  RECEPTION AND AWARDS DINNER
Elite Stadshotellet

 
SATURDAY, JUNE 12

Breakfast provided at hotels

08:00  Transportation from hotels to University

PLENARY SESSION 4
(Karlstad University – 1A 305)
08:30 - 09:15
“Experience Research in Practice”
David Dinka, Head of Experience Research, Skype, United Kingdom  

09:15 - 10:00 
“Experience Research in Practice” Panel Discussion
Panel: David Dinka (Skype, United Kingdom), Paul Maglio (IBM, USA), Per Kristensson (Karlstad University, Sweden)

10:00 – 10:30 Morning Break

CONCURRENT SESSIONS 7-9

10:30 - 12:00 Sessions are 25 minutes in length, with 5 minute breaks in between each session. There will be 10 concurrent presentations during each session.

12:00 – 13:00 Lunch 

JSR Editorial Review Board Meeting 

CONCURRENT SESSIONS 10-12

13:00 - 14:30 Sessions are 25 minutes in length, with 5 minute breaks in between each session. There will be 10 concurrent presentations during each session.

14:30 – 15:00 Afternoon Break

PLENARY SESSION 5
(Karlstad University – 1A 305)
15:00 - 15:45
“Service Science Factories: Learning and Collaborating”
Jos Lemmink, Dean of the Faculty of Economics and Business Administration, Maastricht University, The Netherlands, and Gaby Oderkerken-Schröder, Associate Professor Marketing / Director MSc Programmes, Maastricht University, The Netherlands  

15:45 - 16:30 
“Service Science Factories: Learning and Collaborating” Panel Discussion
Panel: Jos Lemmink (Maastricht University, The Netherlands), Gaby Oderkerken-Schröder (Maastricht University, The Netherlands), Risto Rajala (Aalto University, Finland), Florian von Wangenheim (Technische Universitaet Muenchen, Germany), Anders Gustafsson (Karlstad University, Sweden)

16:45  Transportation from University to hotels

18:45  Transportation from hotels to Mariebergsskogen

19:00 EVENING NETWORKING EVENT                         
Terrassen, Mariebergsskogen
Karlstads City Park


SUNDAY, JUNE 13

Breakfast provided at hotels

08:00 Transportation from hotels to University

PLENARY SESSIONS 6-7
(Karlstad University – 1A 305)

08:30-09:15 “Transition from Products to Service – Experiences from Tetra Pak” 
Bo Femtvik, Director Competence Development, Tetra Pak, Sweden

09:15-10:00 “Transition from Products to Service – Experiences from Tetra Pak” Panel Discussion
Panel: Bo Femtvik (Tetra Pak, Sweden), Wolfgang Ulaga (HEC School of Management Paris, France), Mary Jo Bitner (Arizona State University, USA)

10:00 – 10:30     Morning Break

10:30-11:15 “Optimizing Service Productivity”
Roland T. Rust, Distinguished University Professor, David Bruce Smith Chair in Marketing, University of Maryland, USA and Ming-Hui Huang, Professor of Electronic Commerce, National Taiwan University, Taiwan

11:15-12:00 “Optimizing Service Productivity” Panel Discussion
Panel: Roland T. Rust (University of Maryland, USA), Ming-Hui Huang (National Taiwan University, Taiwan), Irene Ng (Cambridge University Health Partners and University of Exeter, United Kingdom), Timothy Keiningham (Ipsos Loyalty, USA)

12:00-12:15       Conference Closing

12:30	Transportation from University to hotels

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SEVENTEENTH ANNUAL PRE-CONFERENCE CONSORTIUM

June 9-10, 2010, Clarion Plaza Hotel, Karlstad, Sweden

Wednesday, June 9
Welcome and Networking Event

Thursday, June 10
08:30 – 17:00     Renowned scholars share their expertise, exchange emerging views through panel discussions and lead interactive research activities with attendees.

To register go to http://www1.kau.se/konf/index.lasso?id=1535&to_do=register

For additional information about the SERVSIG Doctoral Consortium, visit http://www.ctf.kau.se/frontiers2010/servsigdoctoralconsortium.shtml or contact Clay Voorhees at voorhees@bus.msu.edu