Revisit: Frontiers in Service 2008
Introduction
17th Annual Frontiers in Service Conference, Washington, DC, 2-5 Oct 2008
17th Annual Frontiers in Service Conference
October 25, 2008泭 米 Washington, DC,
FULL PROGRAM
Official Web site:
泭
SPONSORED BY:
The Center for Excellence in Service,
Robert H. Smith School of Business,
University of Maryland,
IBM Research,
Department of Humanities and Social Sciences, National Science Council,
CIBER, Robert H. Smith School of Business,
University of Maryland,
The 蹤獲扦夥厙
INFORMS
FEATURED KEYNOTE SPEAKERS
Joe Doyle
Director, Governors Office of Customer Service,
State of Georgia,
Bob Vastine
President,
Coalition of Service Industries,
Barbara Alving
Director, National Center for Research Resources,
National Institutes of Health,
Chris Volinsky
Director, Statistics Research Department,
AT&T Labs-Research,
David Hashim
Founding Principal and Chief Executive Officer,
Veritas Design Group,
Mark Haselkorn
Professor and Director, Pacific Rim Visualization and Analytics Center, Interdisciplinary Program on Humanitarian Relief,
University of Washington,
CURRENT TOPICS
Service Science
Service Information Technology
Service Innovation
Service Marketing
Empirical Studies of Service
Theoretical Perspectives on Service
Service Engineering
Globalization
Government Policy
Public Sector
Healthcare Service
E-Government
Trade in Service
Service Design
Service Productivity
Service Operations
Service Human Resources
E-Service
Customer Relationship Management
Other topics in research
CONFERENCE COMMITTEE
Co-Chair Roland Rust
Distinguished University Professor, David Bruce Smith Chair in Marketing and Executive Director,
Center for Excellence in Service
University of Maryland,
Co-Chair PK Kannan
Harvey Sanders Associate Professor of Marketing and Director,
Center for Excellence in Service
University of Maryland,
Jim Spohrer
Director Almaden Services Research & Innovation Champion,
IBM Almaden Research Center,
Doreen Conrad
Former Chief, Trade in Services Section
International Trade Centre,
Doug Morse
Managing Principal,
Services Transformation and Innovation Group LLC,
Robin Qiu
Founding Chair, INFORMS Service Science Section
Associate Professor of Information Science, Pennsylvania State University,
Michael Dorsch
Chair, 蹤獲扦夥厙 Services Special Interest Group
Professor of Marketing, Clemson University,
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
REGISTRATION INFORMATION
REGISTRATION IS OPEN. Register now at .
Included in the conference registration
Thursday evening reception
Friday, Saturday and Sunday morning continental breakfasts; 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: Cancellations received prior to September 2, 2008 will not be subject to any penalty. Cancellations received between September 2 and October 1 will be refunded, minus a $100 processing fee. No refunds will be issued after October 1, 2008. Substitutions are allowed at any time, provided that the Center for Excellence in Service is notified in writing. All requests for refunds must be made in writing.
Contact Carrie Baran, at cbaran@rhsmith.umd.edu for any questions.
ACCOMODATIONS AND TRAVEL:泭 Visit for important information regarding online registration, airline and hotel reservations.泭 Rooms are reserved at the hotels listed below. Be sure to mention the conference code listed below to guarantee you receive the conference rate. 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 September 2.
Hyatt Regency Bethesda – OFFICIAL Conference Hotel
$179 – $254 (USD) per night
By phone: (301) 657-1234 – reservation code FISM
By Internet: – no reservation code is required
The Bethesda Court Hotel
$159 (USD) per night
By phone: (301) 656-2100 – reservation code Frontiers
online reservations are not available
CONFERENCE SCHEDULE
The complete conference schedule may be found online at . Please note that the schedule is tentative and may be subject to change (with regard to concurrent presentations).
THURSDAY, OCTOBER 2
18:30 – 20:00
Welcome Reception
Hyatt Regency Bethesda
Terrence Level, Bethesda, Maryland
FRIDAY, OCTOBER 3
06:45 Buses will begin to depart Hyatt
07:45 Continental breakfast, Van Munching Hall, College Park, MD
INTRODUCTORY CEREMONY
08:15 WELCOMING REMARKS
Dean Anand Anandalingam
08:20 International Importance of Service Science
Kazuyoshi Hidaka, Manager of Business Services Research
IBM Tokyo Research Laboratory
PLENARY SESSION 1
(Van Munching Hall)
08:30-09:15 Trail Blazing: ‘s Roadmap to Faster, Friendlier, Easier Customer Service, Joe Doyle, Director, Governors Office of Customer Service, State of Georgia,
09:15-10:00 Trail Blazing: ‘s Roadmap to Faster, Friendlier, Easier Customer Service Panel Discussion
Panel: Joe Doyle (State of ), Mark Cleverley (IBM, ), Ari-Veikko Anttiroiko (University of Tampere, )
10:00 10:45泭泭泭泭 Morning Break
CONCURRENT SESSIONS 1-3
10:45 – 12:10泭泭泭泭 Sessions are 25 minutes in length, with 5 minute breaks in between each session. There will be 10 concurrent presentations during each session.
12:10 13:10 Lunch, Van Munching Hall Atrium
IBM Student Networking Lunch:泭 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 SESSION 2
(Van Munching Hall)
13:10 – 13:55 Negotiating the Liberalization of Trade in Services: Promise and Reality J. Robert (Bob) Vastine, President, Coalition of Service Industries,
13:55 – 14:40 Negotiating the Liberalization of Trade in Services: Promise and Reality Panel Discussion
Panel: Bob Vastine (Coalition of Service Industries), Lucio Lescano (CAME, Per繳), Michel Kostecki (University of Neuch璽tel, )
14:40 15:10 Afternoon Break
CONCURRENT SESSIONS 4-6
15:10 – 16:35泭泭泭泭 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泭 Buses depart Van Munching Hall for the Hyatt
18:45 RECEPTION AND AWARDS DINNER
Sponsored by Department of Humanities and Social Sciences,
National Science泭Council,
Hyatt Regency Bethesda (Crystal Ballroom)
SATURDAY, OCTOBER 4
07:00泭 Buses will begin to depart Hyatt
08:00泭 Continental breakfast, Van Munching Hall, College Park, MD
PLENARY SESSION 3
(Van Munching Hall)
08:30-09:15 Innovation and Organizational Change: Academic Health Centers Respond to泭 an NIH Grand Challenge Barbara Alving, Director, National Center for Research Resources, National Institutes of Health,
09:15-10:00泭 Innovation and Organizational Change: Academic Health Centers Respond to泭 an NIH Grand Challenge Panel Discussion
Panel: Barbara Alving (National Institutes of Health), Janet McColl-Kennedy (University of Queensland, ), Ron Hammerle (Health Resources, Ltd., )
10:00 10:45泭泭泭泭 Morning Break
CONCURRENT SESSIONS 7-9
10:45 – 12:10泭泭泭泭 Sessions are 25 minutes in length, with 5 minute breaks in between each session. There will be 10 concurrent presentations during each session.
12:10 13:10泭 Lunch, Van Munching Hall Atrium
JSR Editorial Review Board Meeting
PLENARY SESSION 4
(Van Munching Hall)
13:10 – 13:55
What Data Mining Isn’t Chris Volinsky, Director, Statistics Research Department, AT&T Labs-Research,
13:55 – 14:40
What Data Mining Isn’t
Panel Discussion
Panel: Chris Volinsky (AT&T Labs-Research), Jim Spohrer (IBM Almaden Research, ), Wolfgang Jank (University of Maryland, )
14:40 15:10 Afternoon Break
CONCURRENT SESSIONS 10-12
15:10 – 16:35泭泭泭泭 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泭 Buses depart Van Munching Hall for the Hyatt
18:00泭 Buses depart Hyatt for Decatur House
19:00泭 EVENING NETWORKING EVENT
Decatur House and Museum
Lafayette Square, Washington, DC
SUNDAY, OCTOBER 5
08:00 Continental breakfast, Hyatt Regency Bethesda
PLENARY SESSIONS 5-6
(Hyatt Regency Bethesda)
08:30-09:15 The Veritas Adventure: Experiences in the Export of Professional Services David Hashim, Founding Principal and Chief Executive Officer, Veritas Design Group,
09:15-10:00 The Veritas Adventure: Experiences in the Export of Professional Services Panel Discussion
Panel: David Hashim (Veritas Design Group), Gaurav Bhalla (TNS, ), Linda Schmid (Independent International Trade Policy & Development Consultant, )
10:00 10:30泭泭泭泭 Morning Break
10:30-11:15 Non-Market Based Service Systems: The Next Service Frontier Mark P. Haselkorn, Professor and Director, Pacific Rim Visualization and Analytics Center, Interdisciplinary Program on Humanitarian Relief, University of Washington,
11:15-12:00 Non-Market Based Service Systems: The Next Service Frontier Panel Discussion
Panel: Mark P. Haselkorn (University of Washington), 泭Ray Fisk (Texas State University-San Marcos, ), Louiqa Raschid, (University of Maryland, )
12:00-12:15泭泭泭泭泭泭 Conference Closing
FIFTEENTH ANNUAL PRE-CONFERENCE CONSORTIUM
October 1 2, 2008
Wednesday, October 1
Welcome and Networking Event
Thursday, October 2
08:00 17:00泭泭泭泭 Renowned scholars share their expertise, exchange emerging views through panel discussions and lead interactive research activities with attendees.
To register go to
For additional information about the SERVSIG Doctoral Consortium, visit or contact Shashi Matta at matta_6@fisher.osu.edu