ÂÜÀòÉç¹ÙÍø

 : : : Posting

: : content

---

18th Annual Frontiers in Service Conference
October 29 — November 1, 2009 | Honolulu, Hawaii, USA

FULL PROGRAM
Official Web site:

SPONSORED BY:

Shidler College of Business
University of Hawaii at Manoa, USA

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

IBM Research, USA

CIBER, Shidler College of Business,
University of Hawaii at Manoa, USA

Service Research & Innovation Initiative

The ÂÜÀòÉç¹ÙÍø

INFORMS

FEATURED KEYNOTE SPEAKERS

W. Brian Arthur
Citibank Professor
Santa Fe Institute

John Seely Brown
Co-author of The Only Sustainable Advantage

Robert Morris
Vice President, Services Research
IBM

Richard W. Oliver
Chief Executive Officer
American Sentinel University

Jim Wolfston
President
CollegeNET, Inc.

Stephen L. Vargo
Shidler Distinguished Professor
Professor of Marketing
University of Hawaii at Manoa

CURRENT TOPICS

• Service Science
• Service Marketing
• Service-Dominant Logic
• 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

CONFERENCE COMMITTEE

Co-Chair – Stephen L. Vargo
Shidler Distinguished Professor
Professor of Marketing
University of Hawaii at Manoa, USA

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

Wendy Murphy
Executive Program Manager
IBM Research, USA

Stephen W. Brown
Edward M. Carson Chair in Services Marketing
Executive Director, Center for Services Leadership
Arizona State University, USA

Robin Qiu
Founding Chair, INFORMS Service Science Section
Associate Professor of Information Science,
Pennsylvania State University, USA

Raymond P. Fisk
Chair, ÂÜÀòÉç¹ÙÍø Services Special Interest Group
Professor and Chair of Marketing,
Texas State University – San Marcos, USA

BEST PRACTITIONER JUDGING COMMITTEE

P. K. Kannan, University of Maryland
Doug Morse, Services Transformation and Innovation Group, LLC
Paul Maglio, IBM
Charles Colby, Rockbridge Associates, Inc.

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 networking event
• Saturday evening reception and awards dinner
• Transportation to all events
• Conference materials and admittance to all sessions

CANCELLATIONS: Cancellations received prior to September 29, 2009 will not be subject to any penalty. Cancellations received between September 29 and October 28 will be refunded, minus a $100 processing fee. No refunds will be issued after October 28, 2009. Substitutions are allowed at any time, provided that the Shidler College of Business is notified in writing. All requests for refunds must be made in writing.

Contact Dolly Omiya, at domiya@hawaii.edu for any questions.

ACCOMODATIONS 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 . 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 29.

Sheraton Waikiki – OFFICIAL Conference Hotel
Rate per night: run of ocean at $189 single/double; additional persons $80 (all figures in USD)
By phone: +1 808-922-4422 By Internet: – no reservation code is required

Sheraton Princess Kaiulani
Rate per night: run of city at $120 single/double; additional persons $60 (USD)
By phone: +1 808-922-5811 By Internet: – no reservation code is required

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 29

18:30 – 20:00
Welcome Reception and Registration
Sheraton Waikiki Hotel, Hawaii

FRIDAY, OCTOBER 30

08:15 Continental breakfast, Sheraton Waikiki Hotel, Hawaii

08:45-09:00 Welcoming Remarks

PLENARY SESSION 1
(Sheraton Waikiki Hotel, Maui Room)

09:00-09:45 “A Smarter Planet needs better Services,” Robert Morris, Vice President, Services Research, IBM, USA

09:45-10:30 “A Smarter Planet needs better Services” Panel Discussion
Panel: Robert Morris (IBM), Walter Ganz (Fraunhofer IAO, Germany), Stephen W. Brown (Arizona State University, USA)

10:30 – 11:00 Morning Break

PLENARY SESSION 2
(Sheraton Waikiki Hotel, Maui Room)

11:00 – 11:45 “The Big Shift – The Emerging Logic of the 21st Century,” John Seely Brown

11:45 – 12:30 “The Big Shift – The Emerging Logic of the 21st Century” Panel Discussion
Panel: John Seely Brown, Roland Rust (University of Maryland, USA), Charles Colby (Rockbridge Associates, Inc, USA)

12:30 – 13:30 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 SESSION 3
(Sheraton Waikiki Hotel, Maui Room)

13:30-14:15 “Education @ the Edge of Chaos,” Richard W. Oliver, Chief Executive Officer, American Sentinel University, USA

14:15-15:00 “Education @ the Edge of Chaos” Panel Discussion
Panel: Richard W. Oliver (American Sentinel University), David Bowen (Thunderbird School of Global Management, USA), Jim Spohrer (IBM, USA)

15:00 – 15:30 Afternoon Break

PLENARY SESSION 4
(Sheraton Waikiki Hotel, Maui Room)
15:30 – 16:15
“Innovation: Where it Comes From and How to Foster it,” W. Brian Arthur, Citibank Professor, Santa Fe Institute, USA

16:15 – 17:00 “Innovation: Where it Comes From and How to Foster it” Panel Discussion
Panel: W. Brian Arthur (Santa Fe Institute), Irene Ng (University of Exeter, United Kingdom), Steven Shugan (University of Florida, USA)

18:30 Trolleys depart Sheraton Waikiki Hotel for tour of Iolani Palace

19:00 EVENING NETWORKING EVENT Iolani Palace Barracks

SATURDAY, OCTOBER 31

07:30 Buses will begin to depart Sheraton Waikiki and will shuttle back and forth throughout the day
08:00 Continental breakfast, Shidler College of Business

CONCURRENT SESSIONS 1-3

08:30 – 09:55 Sessions are 25 minutes in length, with 5 minute breaks in between each session. There will be 11 concurrent presentations during each session.

09:55 – 10:25 Morning Break

CONCURRENT SESSIONS 4-6

10:25 – 11:50 Sessions are 25 minutes in length, with 5 minute breaks in between each session. There will be 10 concurrent presentations during each session.

11:50 – 13:00 Lunch

JSR Editorial Review Board Meeting

CONCURRENT SESSIONS 7-9

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

14:25 – 14:55 Afternoon Break

CONCURRENT SESSIONS 10-12

14:55 – 16:20 Sessions are 25 minutes in length, with 5 minute breaks in between each session. There will be 10 concurrent presentations during each session.

16:30 Last bus departs Shidler College of Business to the Sheraton

18:45 RECEPTION AND AWARDS DINNER
Sheraton Waikiki Hotel – Kauai Room

SUNDAY, NOVEMBER 1

08:00 Continental breakfast, Sheraton Princess Kaiulani

PLENARY SESSIONS 5-6
(Sheraton Princess Kaiulani – Ainahau Showroom)

08:30-09:15 “Applying a Service Model to Restore Financial Health in Higher Education," Jim Wolfston, President, CollegeNET, Inc., USA

09:15-10:00 “Applying a Service Model to Restore Financial Health in Higher Education” Panel Discussion
Panel: Jim Wolfston (CollegeNET, Inc.), Rod Brodie (University of Auckland, New Zealand), Stephen Kwan (San Jose State University, USA)

10:00 – 10:30 Morning Break

10:30-11:15 “Frontiers in Service-Dominant Logic,” Stephen L. Vargo, Shidler Distinguished Professor, Professor of Marketing, University of Hawaii at Manoa, USA

11:15-12:00 “Frontiers in Service-Dominant Logic” Panel Discussion
Panel: Stephen L. Vargo (University of Hawaii at Manoa), Lia Patricio, (University of Porto, Portugal), Anders Gustafsson (Karlstad University)

12:00-12:15 Conference Closing

SIXTEENTH ANNUAL PRE-CONFERENCE CONSORTIUM

October 28 – 29, 2009, Sheraton Waikiki, Honolulu, Hawaii

Wednesday, October 28
Welcome and Networking Event

Thursday, October 29
08:00 – 17:00 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 Deanne Brocato at brocato@iastate.edu

---