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11th International Forum on The Sciences, Techniques and Art Applied to Marketing

Innovation and Customer Satisfaction
Madrid, Spain, November 25-26, 2010.

Objective and subjects

This Forum is a meeting point among professors, researchers and doctoral students, for the exchange of ideas and experience about Innovation and Customer Satisfaction. The Forum provides an interdisciplinary opportunity on this subject from different areas, such as: higher education, tourism and hospitality, travel, leisure and sport, protected areas and national parks, marketing, management, communication, public organisations, economy, sociology, psychology, etc. Submissions, theoretical or empirical, full competitive papers and working papers, are welcome and should focus on the following:

• Collaboration for innovation
• Managing innovation
• Communication of innovation
• Marketing innovation
• Communication of services
• Measuring innovation
• Creativity & idea generation
• Measuring satisfaction
• Culture in innovation
• Methods & tools for innovation
• Customer relations
• Satisfaction & loyalty
• Importance of service employees
• Satisfaction & value
• Innovation of new products
• Satisfaction indexes
• Innovation training & education
• Satisfaction & quality
• Managing complains & claims
• Service quality

The Forum is also open for contributions related with the marketing area, such as: Brand policy and strategy; Marketing communications; Pricing policy; Consumer behaviour; Marketing ethics; New products; Direct marketing; Marketing and ecological issues; Relationship marketing; Distribution channels; Marketing models and theory; Sales and sales Management; Globalisation of markets; Marketing on the Internet; Services marketing; Industrial marketing; Marketing research; Social marketing; International marketing; Marketing strategy; Travel and tourism marketing.

Guidelines for Contributors of Papers

Full Competitive Papers: Papers must be written in English or Spanish, with a maximum length of 12 pages excluding the title page, single spaced in 10pt Times New Roman, with 2.5 cm. or 1 inch margins. The title page must contain: Title, Author(s), Affiliation(s) and show contact details at the bottom of the page. The first page must carry in its top half the Title of the paper (without the author(s) names), an Abstract in no more than 100 words and a statement that the submission contains original work which has not been presented or published elsewhere. The dissertation text should start in the bottom half of the page. Papers written in Spanish must have both the title and the Abstract written in English and Spanish.

Working Papers: Maximum length of 2 pages excluding the title page, with minimal references. The first page must carry in its top half the title of the paper (Without the author (s) names). The dissertation text should start in the bottom half of this page. The Title, margins and text are as above.

Papers should be sent by e-mail in Microsoft Word for Windows (Version 6 or higher) to: marketeo@ccee.ucm.es. Both accepted competitive papers and working papers will appear, subject to presentation at the Forum, in the Proceedings Book (with ISBN)

Each author is allowed to sign two papers maximum. The number of authors of each paper must not exceed three. Acceptance of a paper means that at least one of the authors must pay the inscription fee and presents the paper at the Forum. The duration of the dissertation will be 20 minutes maximum. Interpreters will provide simultaneous translation from both English to Spanish and Spanish to English. Those wishing to participate in the Forum without presenting a paper will be welcomed.

Venue

Faculty of Economics and Business Sciences
Department of Marketing
Complutense University of Madrid
Campus de Somosaguas
28223 Pozuelo de Alarcón (Madrid)
Spain

Organisation

Chairman: Dr. Enrique Ortega Martínez; Secretary: Dra. Beatriz Rodríguez Herráez; Members: Dr. Enrique Pérez del Campo; Dra. María Puelles Gayo; Dr. Francisco Cobo Quesada; Dra. María Jesús Such Devesa; D. Juan Ignacio Cuadrado Altamira; Dr. Hernán Talledo Flores; Dr. Miguel Llorens Marín.

Review Committee

Papers will be subject to double blind review by a panel of academic experts in the field.

Deadlines

The deadline for submission of papers is October 9th 2010. Acceptance, rejection or suggested modifications of papers will be notified to the authors before October 22th 2010. The registration form and registration fee should be received before November 10th 2010.

Advance Programme

Thursday 25th November, 2010

Registration 09.00- 10.00
Start Forum 10.15- 13.30
Lunch 13.45- 15.00
Conference continuation 15.15- 19.00

Friday 26th November, 2010

Conference continuation 09.00 -13.15
Lunch 13.30 -14.45
Conference continuation 15.00- 19.00
Forum dinner 21.30

Registration Fee

The Forum fee for those presenting papers and for those that wish to simply attend the Forum is 220 Euro. This fee will include the Forum Proceedings, admission to all sessions, lunches, last day dinner and morning and afternoon coffees and refreshments. The fee should be forwarded by bank transfer to: «Fundación General Universidad Complutense», Nº 2038-1735-92 6000401664 (IBAN: ES69 2038 1735 92 6000401664 or BIC/Swift Code: CAHMESMMXXX) mentioning the reference: 11th International Forum. The sender must pay any charges for the transfer.

Hotel Accommodation

Hotel accommodation is not included in the Forum fee, but hotel details with special rates are provided at the website.

General information:
Website:

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