ISES 2011
Introduction
Institute of Service Excellence, Global Conference on Service Excellence 2011, Singapore, 13-15 Jul 2011; Deadline 2 May
: : : Posting
: : call
SMU
Singapore Management University
Institute of Service Excellence
Singapore is the Conference venue
ISES Global Conference on Service Excellence 2011
Singapore, 13 – 15 July 2011
Call For Papers
The Lee Kong Chian School of Business (LKCSB) and Institute of Service Excellence at the Singapore Management University (ISES) would like to invite researchers and practitioners from every functional domain to present their research on the following issues of service design and delivery at the academic proceedings of the ISES Global Conference on Service Excellence 2011:
- Incremental and Radical Innovation in Service Design and Delivery,
- Designing and Assessing Service Metrics: Customer and Operational Perspectives,
- Managing Diversity in Service Design and Delivery,
- Designing and Delivering Services in Hyper Growth Markets,
- Cross Cultural Nuances in Service Delivery within Asia,
- Financial Perspectives on Services: ROI and Beyond,
- Service Design and Delivery By Government and Other Non-Profit Organizations: Beyond Profits and towards Societal Outcomes,
- Services and Social Media: Challenges and Opportunities,
- Leveraging Technology for Service Design and Delivery.
Presentations on other topics revolving around 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 also welcome.
Submission of Abstracts
The abstracts should include the following details:
- Title, name(s), affiliation(s) and email address(es) of author(s),
- Name of presenting author.
Abstracts of your paper should be a minimum of 3 pages.
The abstracts are due by 2 May 2011 and have to be submitted via email to isespapers@smu.edu.sg.
The abstracts will be reviewed for presentation at the academic proceedings and chosen authors will be informed of acceptance through email by 16 May 2011.
The presenting authors are required to prepare a 20-minute presentation of their accepted papers followed by a 15-minute discussion with other participants. The presentation of accepted papers will be scheduled on 13 and 14 July 2011 and presenters will be notified in advance of their allocated presentation timeslot.
For inclusion in the program, each presenting author is required to register for the academic proceedings by 30 May 2011.
The registration fee will be reimbursed to academic authors of accepted papers who attend the academic proceedings including authors who are not presenting.
Submitted abstracts will be published in the academic proceedings. Authors of accepted papers can decide to publish either a full paper or a detailed abstract in the academic proceedings. These will be due by 6 June 2011.
For more information about the academic proceedings of the ISES Global Conference on Service Excellence, go to
.
Distinguished Keynote Speakers
- Professor Jagdish Sheth, Emory University
- Professor Valarie Zeithaml, University of North Carolina
- Professor Roland Rust, University of Maryland
- Professor Bernd Skiera, Johann Wolfgang Goethe University
- Professor Jan-Benedict Steenkamp, University of North Carolina
- Professor V. Kumar, Georgia State University
- Professor Rajendra Srivastava Singapore Management University
- Professor Howard Thomas, Singapore Management University
Important dates
Proceedings Abstract submissions by: Monday 2 May 2011
Notification of acceptance of abstract by: Monday 16 May 2011
Registration of Presenting Authors by: Monday 30 May 2011
Full paper submissions by: Monday 6 June 2011
Academic Proceedings: Wednesday 13 July and Thursday 14 July 2011