ÂÜÀòÉç¹ÙÍø

Service Excellence

Introduction

2nd Annual Global Conference on Service Excellence, 21-23 Jul 2010; Deadline 15 Mar

 : : : Posting

: : content

ISES Global Conference on Service Excellence 2010: Service Innovations – Creating Sustainable Growth

Objective

The Institute of Service Excellence at the Singapore Management University (ISES) is organizing the 2nd annual ISES Global Conference on Service Excellence from July 21 to 23 of 2010. With the successful conclusion of the ISES Inaugural Global Conference on Service Excellence in 2009, the theme for this upcoming conference is "Service Innovations – Creating Sustainable Growth".

As economies emerge from the global recession, businesses find themselves operating in new business environment. Service innovation based on reinterpreting customers’ needs or creating new services gives an added advantage to firms in the transforming business landscape.

The 2nd annual global conference to be held in Singapore at the Singapore Management University, will discuss how service innovation drive change and generate new revenue streams for businesses. The conference will serve as a serious platform for researchers to present conceptual, empirical, and case-based research knowledge as well as the practical implications arising from these latest findings for practicing managers around the world. The conference will bring together academic experts and established practitioners to share their knowledge and experience and will be an excellent opportunity for scholars and practitioners to exchange ideas and engage in collaborative work.

Call for papers

In line with the conference theme, we invite researchers and practitioners from every functional domain to present their research on the following (but is not limited to) issues of service innovation:

  1. Develop and design innovative services and service solutions
  2. Value co-creation in service environments
  3. Financial impact of service innovation
  4. Learning from evolving consumer behavior
  5. Open innovation approach to services
  6. Leveraging technology to develop and deliver new services and solutions
  7. Developing and delivering more affordable services
  8. Building services for the bottom of the pyramid economy
  9. Creating services in emerging markets and transferring knowledge to developed markets
  10. Customer involvement in service innovation in a Web 2.0 world

Other topics such as customer centricity, difference in service between the East and the West, value chain management, service production and delivery for B2B, competition and customer satisfaction are welcome.

Special Sessions

 

  1. Title of session,
  2. Name, organization and email address of session chair,
  3. Statement summarizing the session’s theme,
  4. Abstracts for the papers (abstract for each paper should be 250 to 500 words)
  5. Indicate, “Special Session Proposal” on the subject line of your email.Special sessions are scheduled on 23 July 2010 (Friday), day 3 of the conference. Participants are strongly encouraged to submit proposals for special sessions. Each special session will consist of three or four papers on a single/related theme. Special session proposals should be emailed to Assistant Professor Marcus Lee, Singapore Management University, marclee@smu.edu.sg and isespapers@smu.edu.sg. The proposal for special sessions should include the following details:

The special session proposals should be submitted by March 15, 2010. The authors will be notified of acceptance by email by March 31, 2010.

Abstracts Submission

The abstracts should include the following details:

  1. Title, name(s), affiliation and email address(es) of authors,
  2. Name of presenting author.

Abstracts of your paper should be a minimum of 250 words and a maximum of 500 words.

The abstracts are due by March 15, 2010 and they have to be submitted via email to isespapers@smu.edu.sg.

The abstracts will be reviewed for presentation at the conference and chosen authors will be informed of acceptance through email by March 31, 2010. The presenting authors are required to prepare a 30-minute presentation of their accepted papers followed by discussions (about 15 minutes) with other participants. The presentation of accepted papers will be scheduled on 23 July 2010 and presenters will be notified in advance of their allocated timeslot for presentation.

For inclusion in the program, each presenting author is required to register for the conference by April 15, 2010. The registration fee will be reimbursed to academic authors of accepted papers who attend the conference including authors who are not presenting.

Submitted abstracts will be published in the conference proceedings. Authors of accepted papers can decide to publish either a full paper or a detailed abstract in the conference proceedings. These will be due on May 31, 2010.

Important dates

  • Special Sessions Proposals and Conference Abstract submissions by: March 15, 2010
  • Notification of acceptance of abstract by: March 31, 2010
  • Registration of Presenting Authors by: April 15, 2010
  • Full paper submissions by: May 31, 2010
  • Conference dates: July 21 – July 23, 2010

Registration fee

A registration fee of USD250 for academics will be charged. The registration fee will be waived for academic authors whose submitted papers are accepted for presentation at the conference.

A limited number of fee waivers will be extended to doctoral students in qualified full-time PhD programs. In return, they will be asked to serve as a scribe during the conference. Applicants are required to download the “Registration Fee Waiver Form” from the conference website:

More information

Further information on accommodation, transport and other conference details will be announced in the conference website. For enquiries and clarifications, please contact:

Mr Jack Ho / Ms Lee Peiwen
Tel: +65 6828 0111
Email: iseconference@smu.edu.sg

ÂÜÀòÉç¹ÙÍøt ISES

The Institute of Service Excellence at Singapore Management University is the cornerstone of an initiative to raise Singapore’s service standards and promote a culture of service excellence that spans the full spectrum of industries, the civil service and extends to the most senior levels of organisations.

One aspect of ISES’ role is the benchmark of service performance across companies in the services sector with the annual Customer Satisfaction Index of Singapore (CSISG). The CSISG measures and reports the overall customer satisfaction scores across sectors and subsectors, as well as companies with the largest market shares.

Working in close collaboration and consultation with government agencies and business leaders, the Institute of Service Excellence at SMU champions service excellence through an integrated approach that encompasses research and though leadership, industry engagement, and benchmarking and analysis.