Hot Topics in Service Research II


Featuring Gianfranco Walsh, Thomas L. Baker and Alexander E. Reppel, Manchester, UK, 3 Dec 2010

 ARC: Connections: ELMAR: Posting

areas: services: event

The CRIS Research Centre at Manchester Business School is pleased to invite you to:


1.00-5.00pm on December 3rd 2010 Manchester Business School, MBS West, Lecture Theatre 2.42
The University of Manchester, England

One of currently most talked about articles is Ostrom et al. (2010) “Moving Forward and Making a Difference: Research Priorities for the Science of Service” in the Journal of Service Research. Enlarging on this theme, renowned service researchers who have a strong reputation in the service field will present their views on the Hot Topics in Service Research before discussion and debate with the audience. This promises to be a lively and thought-provoking event with contributions from many aspects of contemporary service research in the US, Europe and the UK.

Professor Dr. Gianfranco Walsh is Professor of Marketing at the University of Koblenz-Landau in Germany. He is also a Visiting Professor at the University of Strathclyde. Professor Walsh’s research interests include marketing and management. He has published his research in numerous scholarly journals, including the Academy of Management Journal, Journal of the Academy of Marketing Science, International Journal of Electronic Commerce, Journal of Advertising, Journal of Business Research, European Journal of Marketing, and the Journal of Marketing Management.

The title of Gianfranco’s presentation is: Customers as Social Stressors – an Analysis of Service Employees’ Quitting Intention

Dr. Thomas L. Baker is an Associate Professor of Marketing in the Department of Marketing at Clemson University. His research interests are primarily in the area of Services Marketing and Social Media. Dr. Baker’s research has been published in leading journals including the Journal of Marketing, Journal of Retailing, and Journal of the Academy of Marketing Science. Dr. Baker was recently President of the Society for Marketing Advances and Chair of the Services Marketing Special Interest Group (SERVSIG) of the American Marketing Association.

The title of Tom’s presentation is: “The Future is Social – Exploring the Impact of Social Media on (Service) Marketing”

Dr Alexander E. Reppel is Lecturer (Assistant Professor) in Marketing at Royal Holloway, University of London. His main research interests are in relationship marketing in consumer markets, marketing ethics, and consumer data management practices. Alexander is also involved in the development of innovative online research methods, such as interviewer- and non-interviewer-based online laddering techniques. He has published in journals such as the European Journal of Marketing, Industrial Marketing Management, Journal of Marketing Management, International Journal of Service Industry Management, Journal of Business and Industrial Marketing, among others.

The title of Alex’s presentation is: O Brave New (Online Services) World: Shedding Light on The Darker Side of Digital Consumer Identity.

The event will also feature a presentation by insurethebox that examines the early emergence of a radical service innovation that has the potential to change existing business models and consumer behaviour dramatically.

This event is free but please register your interest by emailing as soon as possible.

See campus map for travel directions:

A taxi from Manchester Piccadilly station will cost around £5, but there is also a bus service from across the road from the taxi rank.

All the hotels below are within walking distance or a short taxi ride from the venue.

Around £56 per night

Manchester Ancoats
Oldham Street

Manchester Blackfriars
Blackfriars Street

Around £61 per night

IBIS Manchester Charles Street

IBIS Manchester City Centre Portland Street

Premier Inn
Around £66 per night.

The following hotels are listed in the website below:

Manchester City Centre (Portland Street)
Manchester City Centre (GMEX)
Manchester City Centre (Deansgate Locks)
Manchester City Centre (MEN Arena)


Arora Manchester Hotel

Around £84 per night
Princess Street

Manchester Portland Thistle

Portland Street
Around £91 per night

Jury’s Inn hotel Manchester

Great Bridgewater Street
Around £93 per night

Ramada Manchester Piccadilly

Portland Street
From £102 per night

Malmaison Manchester

From £145 per night