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ISES Global Conference on Service Excellence 2011 (Singapore, Singapore)

The ISES Global Conference on Service Excellence is an annual conference organized by the Institute of Service Excellence at the Singapore Management University (ISES). The conference, which will be held from 13-15 July 2011, will bring together highly accomplished practitioners and thought leaders to share their insights and latest research papers to academics and business leaders from around-the-world.

ISES Global Conference on Service Excellence (13-15 July)
Call For Papers

(Singapore, Singapore)

The Singapore Management University (SMU), Lee Kong Chian School of Business (LKCSB) and Institute of Service Excellence (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:

   1) Incremental and Radical Innovation in Service Design and Delivery,
   2) Designing and Assessing Service Metrics: Customer and Operational Perspectives,
   3) Managing Diversity in Service Design and Delivery,
   4) Designing and Delivering Services in Hyper Growth Markets,
   5) Cross Cultural Nuances in Service Delivery within Asia,
   6) Financial Perspectives on Services: ROI and Beyond,
   7) Service Design and Delivery By Government and Other Non-Profit Organizations: Beyond Profits
       and towards Societal Outcomes,
   8) Services and Social Media: Challenges and Opportunities,
   9) 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.

The selection committee will identify 20 best papers from all accepted papers for the Academic Proceedings. The presenting academic authors of these 20 best papers will receive complimentary accommodation at the Raffles Hotel Singapore for their stay in Singapore during the Conference.

 

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 long.

The abstracts are due by 9 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 and 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 by 6 June 2011.

For more information about the academic proceedings of the ISES Global Conference on Service Excellence, go to www.smu.edu.sg/centres/ises/igcse2011/academicproceedings.

 

List of Distinguished Keynote Speakers

Professor Bernd Skiera Chair of Electronic Commerce Faculty of Economics and Business Administration, Johann Wolfgang Goethe University

Professor Howard Thomas Dean of the Lee Kong Chian School of Business Singapore Management University

Professor Jagdish Sheth Charles H. Kellstadt Professor of Marketing Goizueta Business School, Emory University

Professor Jan-Benedict Steenkamp Knox Massey Distinguished Professor of Marketing and Area Chair of Marketing Kenan-Flagler Business School, University of North Carolina

Professor Rajendra Srivastava Provost and Deputy President (Academic Affairs) Professor of Marketing Singapore Management University

Professor Roland Rust Distinguished University Professor David Bruce Smith Chair in Marketing Executive Director of Center for Excellence in Service Executive Director of Center for Complexity in Business Robert H. Smith School of Business, University of Maryland

Professor Valarie Zeithaml David S. Van Pelt Family Distinguished Professor of Marketing Kenan-Flagler Business School, University of North Carolina

Professor V. Kumar Richard and Susan Lenny Distinguished Chair Professor in Marketing Executive Director of the Center for Excellence in Brand and Customer Management Director of the PhD. Program in Marketing Georgia State University

 

Important dates

Proceedings Abstract submissions by: Monday 9 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

 

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ÂÜÀòÉç¹ÙÍøt the Institute of Service Excellence at SMU
The Institute of Service Excellence at SMU 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 organizations. Working in close collaboration and consultation with government agencies, business leaders and academia, the Institute of Service Excellence at SMU champions service excellence through an integrated approach that encompasses research and thought leadership, industry engagement, and benchmarking.

 

 

 

   

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