Conference Tracks

TRACK CHAIR
Prof Daniel Prior
Cranfield University, United Kingdom

CO-TRACK CHAIR
Dr Joona Keränen
RMIT University, Australia

B2B Services

1. The challenges of B2B services and how they can be addressed
2. The future of B2B services
3. The role of high touch vs. high tech approaches in B2B services

TRACK CHAIR
Dr Tom Chen
The University of Newcastle, Australia

CO-TRACK CHAIR
Dr Martina Čaić
Maastricht University, Netherlands

Co-creation and value

1. How value is created and/or co-created between the consumer and the organisation
2. Peer-to-peer value co-creation
3. New perspectives on the nature of value
4. Using technology and/or novel approaches to facilitate co-creation

TRACK CHAIR
Prof Kate Daunt
Cardiff University, United Kingdom

CO-TRACK CHAIR
Dr Paula Dootson
Queensland University of Technology, Australia

Consumer (mis)behaviour in services

1. Consumer (mis)behaviour and its influences on services and/or service industries
2. Antecedents and outcomes of consumer (mis)behaviour
3. Unintended consequences of consumer (mis)behaviour

TRACK CHAIR
Prof Dr Phil Klaus
International University of Monaco, Monaco

CO-TRACK CHAIR
Prof Dr Volker Kuppelwieser
NEOMA Business School, France

Customer experience and engagement

1. Changing consumer expectations of what makes a good service experience
2. How to enhance the consumer experience (high tech, high touch, combination, etc)
3. The nature of customer engagement now and into the future
4. How to encourage and increase consumer engagement with services

TRACK CHAIR
Prof Mark Rosenbaum
University of South Carolina, USA

CO-TRACK CHAIR
Prof Dr Gaby Oderkerken
Maastricht University, Netherlands

Innovative service methods

1. New and unique methods for data collection in services contexts
2. The benefits of high touch (e.g. service design) or high tech (e.g. neuromarketing) methods
3. Emerging perspectives on innovative service methods

TRACK CHAIR
Dr Paul Harrigan
The University of Western Australia, Australia

CO-TRACK CHAIR
Dr Rory Mulcahy
University of the Sunshine Coast, Australia

Digital services communication

1. New IMC strategies for services
2. Overcoming the challenges of IMC for services in a digital age
3. Emerging perspectives on the role of IMC for services in the future

TRACK CHAIR
Prof Liliana Bove
University of Melbourne, Australia

CO-TRACK CHAIR
Dr Gauri Laud
University of Tasmania, Australia

Service employees

1. The changing role of service employees
2. Service employee wellbeing
3. Unique ways to tackle the employee-related barriers to service excellence
4. High tech vs. high touch approaches to service employees

TRACK CHAIR
Prof Dr Dominik Mahr
Maastricht University, Netherlands

CO-TRACK CHAIR
Prof Robert Ciuchita
Hanken School of Economics, Helsinki

Service innovation and design

1. Different types of service innovation
2. Practical guides for service innovation
3. How consumers respond to service innovation
4. Agile service innovation and keeping up with the future
5. Service design

TRACK CHAIR
Prof Constanza Bianchi
Universidad Adolfo Ibáñez, Chile

CO-TRACK CHAIR
Dr Charmaine Glavas
Queensland University of Technology, Australia

Service internationalisation

1. Process of internationalisation
2. Pitfalls and opportunities for service internationalisation
3. Service entrepreneurs
4. Antecedents and outcomes of internationalisation in a variety of contexts

TRACK CHAIR
Prof Byron Keating
Queensland University of Technology, Australia

CO-TRACK CHAIR
Dr Christoph Breidbach
University of Queensland, Australia

Service strategy, operations and productivity

1. Emerging service priorities and the strategies that may be used to meet these
2. Strategies to support emerging services
3. Technology as a way to enhance service productivity
4. Increasing service productivity through high touch methods
5. Service operations, front-line employee

TRACK CO-CHAIR
Dr Marjan Aslan
University of Canberra, Australia

TRACK CHAIR
Prof Werner Kunz
University of Massachusetts, USA

CO-TRACK CHAIR
Dr Kate Letheren
Queensland University of Technology, Australia

Service technology

1. Technology for enhancing service engagement, value or experience
2. The application of AI, robotics and connected homes to service
3. Pitfalls and opportunities with leveraging emerging technology for services
4. Consumer responses to emerging technologies in services
5. Digital approaches, Digital communication

TRACK CHAIR
Dr Joy Parkinson
Griffith University, Australia

CO-TRACK CHAIR
Dr Josephine Previte
University of Queensland, Australia

Transformative services marketing and vulnerable consumers

1. Vulnerable and/or bottom of the pyramid consumers
2. Transformative service research
3. Consumer wellbeing through services
4. New perspectives on wellbeing and/or vulnerability