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Call for Papers ISES Global Conference on Service Excellence 2014, Singapore, 22-23 July 2014
Deadline for submission: 31 March 2014

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 22-23 July 2014, 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.

Call For Papers

ISES would like to invite researchers and practitioners from every functional domain to present their research at the academic proceedings at IGCSE 2014. Some of the themes include:

1. Globalisation of service companies
2. Customer behaviour, culture, and service marketing
3. New technology, service challenges and opportunities
   • Social media and services
   • Mobile usage and services
   • Big data in service industries
4. Service operations
   • Service quality
   • Service productivity
5. Organisational behaviour and human resource management in service industry
6. Government policy and roles in service development
7. Service innovation
   • Knowledge management in services
   • Defining a new world of service
8. Required and new skills into the future of service

Submission of Papers

All authors who wish to present their papers at the ISES Global Conference on Service Excellence 2014: The Future of Service, are required to submit the following documents:

1. an article title page (Click here to download)
2. a main article consisting of 500-1000 words (Click here to download)

The submissions are to be submitted via email to isesconference@smu.edu.sg by 31 March 2014.

The presenting authors are required to prepare a 20-minute presentation of their accepted papers followed by a 10-minute discussion with other participants.

Authors will be informed if their paper has been selected for presentation by 15 June 2014.

Accepted papers would only be published in the conference proceedings on the condition that at least one of the authors will register and present the paper at the conference.

For more information about the academic proceedings of the ISES Global Conference on Service Excellence, go to

Important Dates

• 31 March 2014 Submission Deadline of Completed Papers
• 15 June 2014 Notification of Acceptance
• 30 June 2014 Closing Deadline for Registration and Payment
• 22 – 23 July 2014 Conference

List of Distinguished Keynote Speakers

Professor P.K. Kannan
Professor of Marketing
University of Maryland, USA

Professor Fred Y. Philips
Program Chair, Professor of Technology & Society
The State University of New York at Stony Brook, Korea

Professor Brak Libai
Professor of Marketing
Arison School of Business, Interdisciplinary Center, Israel

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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