14th Annual Frontiers in Services Conference

Tempe, Arizona – October 6 – 9, 2005
Sponsored by: The Center for Services Leadership, W. P. Carey School of Business, Arizona State University,
The Center for Excellence in Service, Robert H. Smith School of Business, University of Maryland, and the
American Marketing Association

Featured Keynote Speakers

Gary Bridge                Vice President, Internet Solutions Group, Cisco Systems, Inc.

Greg Reid                Senior Vice President and Chief Marketing Officer, Yellow Roadway Corporation

Andrew Whinston                University of Texas

Valarie Zeithaml                University of North Carolina

Robert Cialdini                Arizona State University

Senior Executive Panel

Cheryl Henny                Director, IBM Global Services
       
Steven Church                Senior Vice President, Avnet, Inc.

Cody Phipps                Senior Vice President, United Stationers, Inc.        

David Brady                Vice President, Hill-Rom Corporation


Current Topics

·        Service Marketing
·        Service Operations
·        Service Human Resources
·        Service Information Technology
·        E-Service
·        Customer Relationship Management
·        Service Innovation
·        Other topics in service research


Conference Committee

Included in the conference registration

·        Thursday evening reception
·        Friday, Saturday and Sunday morning coffee and pastries; refreshment breaks; lunch on Friday and Saturday
·        Friday evening reception and awards dinner
·        Saturday evening reception
·        Transportation from hotels to all events
·        Conference materials and admittance to all sessions

Guest Tickets for Evening Functions:

10/7 - Friday Evening Reception and Awards Dinner at Old Main

$55 pp. prior to 9/9/05; $65 pp. after 9/9/05

10/8 - Saturday Evening Reception at the ASU Art Museum

$25 pp. prior to 9/9/05; $35 pp after 9/9/05

Cancellations Cancellations received prior to Friday, September 9, 2005 will not be subject to any penalty.  Cancellations received between September 9 and October 3 will be refunded, minus a $100 processing fee. No refunds will be issued after October 3, 2005.  Substitutions are allowed at any time, provided that the Center for Services Leadership is notified in writing.  All requests for refunds must be made in writing.

Accommodations Rooms are reserved at The Tempe Mission Palms Hotel and The Holiday Inn - Tempe.  Be sure to mention the conference code of "Frontiers in Services Conference" to guarantee you receive the conference rate.  

                                                         The Holiday Inn - Tempe

Reserve your room early, as there are a limited number of rooms in our block.  September 5, 2005 is the last day to reserve a room at the conference rate, provided there are rooms left in our block at that time.

CONFERENCE SCHEDULE                                                                                                  

THURSDAY, OCTOBER 6

6:00 – 8:00 pm        Registration and Reception
                        Tempe Mission Palms Hotel, Courtyard East
                        http://www.missionpalms.com

FRIDAY, OCTOBER 7

Shuttle Bus from Holiday Inn to Tempe Mission Palms – 7:20 and 7:50 am
7:30 am              Beverages and Pastries, Tempe Mission Palms Hotel, Courtyard East

PLENARY SESSIONS
(Tempe Mission Palms Hotel, Palm Ballroom)

8:15 – 8:30 am        Welcome

8:30 – 9:15 am        “New and Better Managed Services”
        Gary Bridge, Vice President, Internet Business Solutions Group,
Cisco Systems, Inc.        

9:15 – 10:00 am        “New and Better Managed Services” Panel Discussion
Panel: Gary Bridge, (Cisco Systems, Inc.), Michel Kostecki, (University of Neuchâtel - Switzerland), Aleda Roth, (University of North Carolina – Chapel Hill)

10:00 – 10:30 am         Break

10:30 am – Noon        “Selling and Delivering Service Solutions”
Moderator: Beth Walker, State Farm Professor of Marketing,
Arizona State University

Panelists: Cheryl Henny, Director, Remote Technical Services,
IBM Global Services
Steven Church, Senior Vice President and Director of Organizational &
Business Development, Avnet, Inc.
Cody Phipps, Senior Vice President, Operations, United Stationers, Inc.
David Brady, Vice President, Services Marketing, Hill-Rom Corporation

Noon – 1:00 pm        Lunch  

1:00 – 1:45 pm        “Deviant Leadership: How to Move a Company in a Different Direction”
        Greg Reid, Senior Vice President and Chief Marketing Officer,
Yellow Roadway Corporation

1:45 – 2:30 pm        “Deviant Leadership: How to Move a Company in a Different Direction” Panel Discussion
Panel: Greg Reid, (Yellow Roadway Corporation), Christian Grönroos, (Hanken Swedish School of Economics - Finland), Leonard Berry, (Texas A & M University)

2:30 – 3:00 pm                Break

3:00 – 3:45 pm        “How the Internet Changes Service”
Andrew Whinston, Hugh Roy Cullen Centennial Chair Professor in Information Systems, University of Texas

3:45 – 4:30 pm        “How the Internet Changes Service” Panel Discussion
Panel: Andrew Whinston, (University of Texas), Xing Pan, (Indiana University), Matthew Meuter, (California State University – Chico)

4:40 pm                 Shuttle Bus back to Holiday Inn

5:45 pm                Shuttle Bus from Tempe Mission Palms and Holiday
                        Inn to dinner

6:00 pm                RECEPTION AND AWARDS DINNER
Historic Old Main, Carson Ballroom, Arizona State University
College Avenue and University Avenue, ASU Tempe Campus
http://www.asu.edu/tour/main/main.html

SATURDAY, OCTOBER 8

Shuttle Bus (or walk) from hotels to ASU, W. P. Carey School of Business – 7:20 and 7:50 am
7:30 am        Beverages and Pastries, W. P. Carey School of Business, Arizona State University
                      College Avenue and Lemon Street, ASU Tempe Campus

CONCURRENT SESSIONS
(W. P. Carey School of Business, Arizona State University)

Session 1        8:15 – 8:45 am
“The Next Generation of Enterprise Support Services,” David Hare, PeopleSoft, Inc.

“Evaluating the Relevance of Service Recovery Performance: A Bayesian Network Assessment and Simulation,” Stefan Michel, Thunderbird, The Garvin School of International Management and Matthew L. Meuter, California State University – Chico

“Critical Service Encounters: A View from the People’s Republic of China,” William T.  Faranda and
Irvine Clarke III, James Madison University

“Guaranteeing Service: Learning from Service Guarantees Found on the Internet,”
Dwayne D. Gremler and Tom DeWitt, Bowling Green State University and Kevin P. Gwinner, Kansas State University

“Purchasing Additional Services in a Customer Loyalty Program: Understanding the Antecedents of Partnership Buying Behavior,” Katherine N. Lemon, Boston College and Florian v. Wangenheim, Universität Dortmund

“Process Architecture for Service Operations: Applying Manufacturing Cell Concepts to Service Settings,” Karen A. Brown, University of Washington, Bothell and Nancy Lea Hyer, Vanderbilt University

“Measuring the ROI of Customer Satisfaction Programs: Methodology, Case Study, and Spreadsheet,” John Chisholm, CustomerSat, Inc.

“Understanding Brand Attitudes in Services,” Siqing Peng and Hean Tat Keh, Peking University

Session 2        8:50 – 9:20 am
“Employee Service Engagement and Customer Satisfaction: Understanding Internal-External Linkages in Service Settings,” Benjamin Schneider, William Macey, and Scott Young, Personnel Research Associates, Inc.

“Customer Profitability over Time in the Presence of Switching Costs,” Barak Libai and Irit Nitzan, Tel Aviv University

“The Impact of Offshoring and Outsourcing CRM Call Center Activities on Critical Customer Outcomes,” Neeraj Bharadwaj, University of Texas at Austin and Anne Roggeveen, Babson College

“Dynamics and Consequences of Compliance, Retention, and Profitability for Adverse Customers:  A Conceptual Framework,” Soumya Sivakumar, Jagdip Singh, and Detelina Marinova, Case Western Reserve University

“Measuring the ‘intended effect’ of Service Performance,” Kim Harris, Steve Baron, and Dominic Elliott, University of Liverpool Management School and Richard Harris, Aquinas College Stockport

“The Drivers and Marketing Implications of Community Citizenship Behavior in Online Communities for Service Delivery,” Caroline Wiertz, Cass Business School London, Ko de Ruyter and Benedict Dellaert, Maastricht University, and Charla Mathwick, Portland State University

“CRM in Indirect Channels: Evaluating the Impact of Channel Partner Actions on Customer Equity,” P.K. Kannan, Peggy Tseng, and Gabriel Biehal, University of Maryland

“Strategic Service Management in Manufacturing Companies,” Katharina Hildenbrand, University of St. Gallen

Session 3        9:25 – 9:55 am
“EDS’ Service Excellence Program – A Case Study,” Chris Ifland and Chryssa Westerlund, EDS

“Involving the Customer in Service Development - An Avenue to Improved Financial Performance,” Anders Gustafsson, Bodil Sandén, and Lars Witell, Karlstad University and Michael D. Johnson, University of Michigan

“Behavioral and Monetary Effects of Capacity Driven (Dis)Services: Why Revenue Management Systems are Due for Change,” Tomás Bayón and Jochen Becker, International University in Germany, and Florian v. Wangenheim, University of Dortmund

“Driving  e-Loyalty and Willingness to Share Information (WSI) in On-line Shopping Experiences,” Francine Espinoza, P.K. Kannan, and Janet Wagner, University of Maryland

“Consumers' Inferences About Service Quality Across Types of Services,” Valerie Folkes and Anja Reimer, University of Southern California

“The Threshold Effect of Utilitarian Value in Co-Production Decisions,” Aric F.  Zion and Thomas Hollmann, Arizona State University

“Primary Emotional Responses, Cognitive Appraisals, and Satisfaction in an High-Intensity Experiential Consumption,” Kurt Matzler and Rita Faullant, University of Klagenfurt and Todd A. Mooradian, College of William and Mary

“Call Center Satisfaction and Customer Retention,” Lerzan Aksoy, KOÇ University, Timothy L. Keiningham and Barry J. Wahren, IPSOS Loyalty, and Tor W. Andreassen, Norwegian School of Management  

Break                9:55 – 10:25 am

Session 4        10:25 – 10:55 am
“Creating Value through Rental and Access instead of Ownership: Exploring the Implications for Service Research and Practice,” Christopher Lovelock, Yale University

“Are They Staying Because They Want To, Need To, or Feel They Ought To?: Using Dominance Analysis to Assess the Relative Importance of Affective, Normative, and Continuance Commitment on Consumer Switching Intentions,” Harvir S. Bansal, Wilfrid Laurier University and Shirley F. Taylor, Queen’s University

“Exploring Customer Rage Spectrum Emotions, Expressions, and Behaviors in Service Failure Encounters:  Customer and Employee Perspectives,” Amy K. Smith, George Washington University and Janet R. McColl-Kennedy, University of Queensland

“Designing Integrated Multi-Channel Service Experiences: The Service Experience Blueprint,” Lia Patrício and João Falcão e Cunha, University of Porto and Raymond P. Fisk, University of New Orleans

“The National Technology Readiness Survey (NTRS): Six Years of Trends on e-Service Beliefs and Behaviors,” Charles L. Colby, Rockbridge Associates, Inc. and A. Parasuraman, University of Miami

“Service Encounter Pace, Goal Attainment and Customer Satisfaction,” Breffni M. Noone and Sheryl E. Kimes, Cornell University and Jochen Wirtz, National University of Singapore

“Deeper Customer Insight: Understanding Today's Complex Shoppers,” Julian J. Chu and Vivek Kapur, IBM Business Consulting Services

“Customer Equity in a Triadic Perspective: Employing Balance Theory to Understand the Dynamics amongst its Drivers,” Line Lervik Olsen and Sangeeta Singh, Norwegian School of Management

Session 5        11:00 – 11:30 am
“The Business Impact of E-Government on Small Firms,” Roland T. Rust and Debora Viana Thompson, University of Maryland and Jeffrey Rhoda, IBM

“The Effects of New Hospital Facilities on Service Providers,” Janet Turner Parish and Leonard L. Berry, Texas A & M University

“Soul of Innovation—Discovering the Basic Rules of Successful Service Innovation,” Guido Siebiera and Juan Ramis, Esade Business School

“An Empirical Investigation of Employee Motivations and Customer Consequences of Service Sweethearting,” Clay M. Voorhees, Michael K. Brady, Michael J. Brusco, and David M. Horowitz, Florida State University

“An Integrated Measurement Approach that Responds to ‘Show Me the Money’ Concerns of C-Level Managers,” Kunal Gupta, Burke, Inc.

“Impact of Brand Attitudes on Consumer’s Evaluation of Service Encounters,” Stephen L. Vargo, University of Maryland

“How Front-line Employees Deliver a Service Guarantee in Interaction with Customers,” Sara Björlin Lidén, Karlstad University

“IT-Based Customer Integration to Foster Reciprocal Knowledge Exchange - The Case of Weblogs,” Christian Coenen, ServiceBarometer AG and Gordon Müller-Seitz, Catholic University Eichstaett-Ingolstadt

Lunch                11:30 am – 12:50 pm
                Memorial Union, Ventana Ballroom

JSR Editorial Board Meeting     11:40 am – 12:40 pm – Memorial Union, Mohave 222
                                        (Invited guests only)

Session 6        12:50 – 1:20 pm
“Using Online Conversations to Study Word-of-Mouth Communication: A Dyadic Analysis of Content,” Tor W. Andreassen and Liv Karin Slåttebrekk, Norwegian School of Management and Sandra Streukens, Maastricht University

“The Lighter Side of Customer Service and Customer Satisfaction 2: A Guided Tour of More Movies and Television Commercials that Illustrate Some of our Sacred Constructs,” Richard Feinberg, Purdue University

“Online Technical Support Communities: Outsourcing Service to Enhance Customer Relationships,” Charla Mathwick, Portland State University, Caroline Wiertz, City University London, and Ko de Ruyter, Maastricht University  
 
“Predicting Repeated Online Demand: An Examination of Physical Distribution Service Quality,” Elliot Rabinovich, Rajiv K. Sinha, and Manus Rungtusanatham, Arizona State University

“Corporate Social Responsibility as a Driving Force for Service Brand Cultivating,” Bo Enquist and Bo Edvardsson, Karlstad University

“Evidence Controlling as a Critical Part of Complaint Management: Uncovering the ‘Dissatisfaction Iceberg,’” Bernd Stauss, Catholic University Eichstaett-Ingolstadt and Wolfgang Seidel, Servmark Consulting

“Assessing the Face Validity of the Underlying Dimensions of a Multi-Dimensional Construct,” Sajeev Varki, University of Rhode Island and Jim Curran, Bryant College

“IT Enabled Service Products – Challenges in Design and Development,” Mike Freitag and Christian van Husen, Fraunhofer Institute for Industrial Engineering

Session 7        1:25 – 1:55 pm
“What Can a Service Logic Offer Marketing Theory?” Christian Grönroos, Hanken Swedish School of Economics,  Finland

“Markstrat-Services,” Tim Matanovich, Market Leaders Group LLC

“A Cross-Cultural Examination of In-Group Bias in Influencing Service Encounter Evaluations,” Paul Patterson, University of New South Wales and Anna S. Mattila, Pennsylvania State University

“ServiceStyle™:  The Next Dimension,” Deborah Cowles, Pamela Kiecker, and Tracy Tuten, Virginia Commonwealth University

“Deepening the Understanding of Switching Paths – Redefining the Influential Trigger,” Inger Roos and Anders Gustafsson, Karlstad University

“The Impact of Theatrical Improvisation on Service Delivery: An Experimental Analysis,” Aidan Daly, National University of Ireland, Galway, Stephen J. Grove and Michael J. Dorsch, Clemson University, and Raymond P. Fisk, University of New Orleans

“Dynamic Service Capabilities: The Conceptualization and Longitudinal Investigation,” Xing Pan, Indiana University and Xueming Luo, University of Texas at Arlington

“Exploring the Concept of Relationship Roots—What is the Role of the Initial State of the Relationship when Understanding Relationship Fading?” Helena Åkerlund, Umeå School of Business and Economics, Sweden

Break                1:55 – 2:25 pm

Session 8        2:25 – 2:55 pm
IBM Sponsored Session: “Perspectives on Service Innovation I – Meanings and Challenges,”  Moderator: Jim Spohrer, IBM Almaden Research Center

“Customer Response to Changes in Services at Varying Levels of Human Interaction,” Maura Scott, Arizona State University and Martin Mende, Catholic University Eichstaett-Ingolstadt

“The Impact of Intercustomer Commercial Social Support and Perceived Cohesion on Behavior,” Mark S. Rosenbaum, University of Hawaii

“Preventing Customer Failures,” Mark Colgate and Steve Tax, University of Victoria

“Performance-Importance Grids versus SERVQUAL,” Richard Spreng, Thomas J. Page, Jr., and Joe Miller, Michigan State University

“The Moderating Role of Involvement and Expertise on the Relationship between the Customer Orientation of Service Providers and Key Service Outcome Constructs,” J. Joseph Cronin, Jr., Florida State University, Thomas L. Baker, University of North Carolina at Wilmington, and Christopher D. Hopkins, Clemson University

“Need for a Client-driven Logic in Services Marketing Modeling: The Example of Perceived Intangibility Affected by the Level of Education,” Frédéric Bielen, Catholic University of Lille and Christophe Sempels, Catholic University of Louvain

“The Effect of Offshore Customer Service on Perceived Service Quality,” Anne Stringfellow, Thunderbird, The Garvin School of International Management

Session 9        3:00 – 3:30 pm
IBM Sponsored Session: “Perspectives on Service Innovation II – Critical Problems,” Moderator: Jim Spohrer, IBM Almaden Research Center

“Service Co-creation in Electronic Services: Antecedents and Performance Consequences,” Vera Blazevic and Ko de Ruyter, Maastricht University, Annouk Lievens, University Antwerp, and Steve Muylle, Vlerick Leuven Gent Management School

“Managing Services for Poor Customers: Insights from the Informal Sector in Mexico,” Javier Reynoso, Daniel Maranto, and Luis García Calderón, EGADE-ITESM

“Complex Variable Pricing at Hotels: A Study of Customer Perceptions and Reactions,” Kristin V. Rohlfs and Sheryl E. Kimes, Cornell University  

“Let’s Make the Best of It: The Role of Peer Commiseration in Creating Positive Consumer Emotions and Behavioral Intentions from Negative Service Experiences,” Carolyn Massiah, Arizona State University and Elisabeth Deutskens, Maastricht University

“Measuring Service Quality in a Network of Connected Service Encounters,” Sandrina Meldau and Manfred Bruhn, University of Basel

“The Marketing Function and the IT Function in Services Management and Delivery,” Charles F. Hofacker, Florida State University and Eileen Bridges, Kent State University

“Tech-Innovations and Loyalty Programs in Hospitality Services:  Do Customers Care?” Rohit Verma and Liana Victorino, University of Utah, Gerhard Plaschka, DePaul University, and Chekitan Dev, Cornell University

Session 10        3:35 – 4:05 pm
IBM Sponsored Session: “Perspectives on Service Innovation III – Research Agenda,” Moderator: Jim Spohrer, IBM Almaden Research Center

“Consumer Claiming Behavior in a Service Recovery Context,” Jochen Wirtz, National University of Singapore

“Exposing the Open Secret:  Investigating the Janus Effect for Customer Contact Employees in Ambiguous Jobs,” Duncan Dickson, Robert C. Ford, and Marshall Schminke, University of Central Florida

“Customer to Customer Emotional Contagion and Counter-contagion in a Social Service Setting,” Janet R. McColl-Kennedy and Alastair Tombs, University of Queensland

“Discrete Negative Emotions and Customer Dissatisfaction Responses: Attributional Approach,” Anna S. Mattila and Hee Jung Ro, Pennsylvania State University

“Understanding Professional Services Outsourcing and Offshoring,”Lisa M. Ellram and Wendy Tate, Arizona State University and Corey Billington, IMD  

“The Expectations and Perceptions of Service Providers and Customers in Cross-Culture Encounters,” Cheryl C.J. Lin, Duke University and Rungting Tu, Peking University    

“Typology of Service Failure and Corresponding Ideal Service Recovery Strategy,” Anirban Chakraborty, Indian Institute of Management Bangalore

4:15 pm        Shuttle Bus (or walk) to hotels

5:45 pm        Shuttle Bus from hotels to ASU Art Museum

6:00 pm        EVENING RECEPTION
ASU Art Museum at The Nelson Fine Arts Center
10th St. and Mill Ave., ASU Tempe Campus (http://www.asu.edu/museums/fa/nelson.htm)
The ASU Art Museum is recognized as one of the Southwest’s most significant contemporary arts institutions.  In addition to serving students and scholars, ASUAM is a central hub for the Phoenix metropolitan area.

SUNDAY, OCTOBER 9

Shuttle Bus from Holiday Inn to Tempe Mission Palms – 7:20 and 7:50 am
7:30 am              Beverages and Pastries, Tempe Mission Palms Hotel, Courtyard East

PLENARY SESSIONS

(Tempe Mission Palms Hotel, Palm Ballroom)


8:15 – 9:00 am         “Customer Metrics: Past, Present, and Future”
                                           Valarie Zeithaml, Roy and Alice H. Richards Bicentennial Professor of
                                Marketing, University of North Carolina

9:00 – 9:45 am        “Customer Metrics: Past, Present, and Future” Panel Discussion
                                                Panel: Valarie Zeithaml, (University of North Carolina), Roland T. Rust,(University of Maryland),
                Ruth Bolton, (Arizona State University)
       
9:45 – 10:15 am               Break

10:15 – 11:00 am        “Building Service Relationships Through the Science of Social Influence”
                                Robert Cialdini, Regents Professor of Psychology, Arizona State University

11:00 – 11:45 am        “Building Service Relationships Through the Science of Social Influence” Panel Discussion
                                Panel: Robert Cialdini , (Arizona State University), Benjamin Schneider,
        (Personnel Research Associates, Inc.), Valerie Folkes, (University of Southern California)    

11:45 am – noon        Conference Closing

TWELFTH  ANNUAL PRE-CONFERENCE CONSORTIUM

“Enlightening Emerging Scholars”

October 5-6, 2005
The Services Doctoral Consortium is organized by the Services Marketing Special Interest Group (SERVSIG) of the American Marketing Association and the Center for Services Leadership at Arizona State University.  It is designed to help doctoral students and new faculty become well informed about services research and productive in their academic careers.  The SERVSIG Consortium provides a unique opportunity for attendees to interact with leading academicians from around the world and to create invaluable contacts with their peers. Attendees also benefit from hearing broad, international perspectives on services research and gaining new insights on historical, contemporary and emerging developments in services research.

Wednesday, October 5
5:00 – 7:00 pm        Welcome Reception and Networking Event
Sponsored by: Center for Services Leadership, ASU
                        Hosted by: Stephen Brown and Mary Jo Bitner, ASU

Thursday, October 6    
8:00 am – 5:00 pm      Renowned scholars share their research expertise,
 actively engage in the exchange of emerging views through panel
 discussions and lead interactive research activities with attendees.

The day-long event, including breakfast, lunch and refreshments, will be held in modern facilities at the W.P. Carey School of Business located on the scenic campus of Arizona State University in Tempe, Arizona. Research presentations will cover various behavioral and managerial topics from marketing and other disciplines, while teaching presentations will offer diverse perspectives on pedagogical exercises, hot topics from leading textbook authors and practical advice from an award-winning teacher of services marketing.    

A HELPING HAND FROM OUR SPONSOR: The Center for Services Leadership at ASU will contribute $50.00 towards the registration for the Services in Frontiers Conference for any doctoral student that registers for the SERVSIG Doctoral Consortium before September 9, 2005.    

To register, go to http://www.wpcarey.asu.edu/csl/SERVSIG-Consortium.cfm. Note: You must complete the registration for the SERVSIG Doctoral Consortium in order to receive the discount toward your registration for the Frontiers in Services Research Conference.  All registrations will be processed electronically.

For additional information about the SERVSIG Doctoral Consortium, visit http://www.servsig.org/consortiumhtm or contact Sylvia Long-Tolbert at sealvie@comcast.net or Felicia Morgan at morganf1@ohio.edu.