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Supported by :
10th INTERNATIONAL RESEARCH
SEMINAR IN SERVICE MANAGEMENT
La Londe les Maures, France May 27, 28, 29 & 30, 2008
MARKETING, STRATEGY, ECONOMICS,
OPERATIONS & HUMAN RESOURCES :
INSIGHTS INTO SERVICE ACTIVITIES
Scientific Committee :
Professor Pierre EIGLIER, IAE of Aix en Provence, France
Professor Benjamin SCHNEIDER, Valtera Corp. & University of Maryland, USA
Professor Chris VOSS, London Business School, England
Professor Glenn VOSS, Southern Methodist University (SMU), U.S.A.
Seminar Coordinators :
Sylvie LLOSA*, Kiane GOUDARZI* & Chiara ORSINGHER**
*of the IAE of Aix en Provence, France
** of the University of Bologna, Italy
Deadline for receipt of manuscripts JANUARY 15, 2008
Notification to authors MARCH 1, 2008
INSTITUT D'ADMINISTRATION DES ENTREPRISES
Clos Guiot Puyricard - BP 30063 - 13099 AIX EN PROVENCE CEDEX 02
Administrative Officer : e-mail : rose-mary.calazel@iae-aix.com
GSM : ++33 (0)608 84 16 90 – Phone/Fax : ++33 (0)467 18 99 87
THE 10th INTERNATIONAL RESEARCH SEMINAR
IN SERVICE MANAGEMENT
The first International Research Seminar in Service Management was held in 1990, with the
explicit aim of overcoming traditional boundaries between operations management, human
resources management, economics, strategy and marketing, such intertwined disciplines for
understanding services. 2008 will be the tenth edition of the seminar. By enabling thorough and
fruitful exchange between some hundred or so participants from more than fifteen different
countries, this formula has proved itself.
In each time slot over the entire Seminar there are only two competitive sessions and each
author has forty five minutes to present the paper and to have a constructive discussion with
those attending. Leading universities from all over the world have sent participants – confirmed
researchers or beginners – who, by their active presence, have formed or consolidated an
international network to exchange their findings. At each session, not only academics, but also
experts from outside the academic world, participate in discussion and debates concerning their
professional experience. Each author participates throughout the whole seminar, where
friendliness and informality are part of the tradition, greatly enhanced by the beautiful setting of
the seminar in a Mediterranean seashore environment.
In addition to the rich intellectual exchange both formally (in session) and informally, the
Conference fee takes in a visit to the magnificent, car-free Porquerolles Island and daily
catering, including a special Mediterranean dinner.
The Institut d’Administration des Entreprises (IAE) hosts the Research Seminar. It is one of the
leading public University Business Schools in France. The IAE of Aix-en-Provence was the very
first school in Europe - in 1979 - to introduce a one-year graduate program in the management
of services.
THE 2008 SEMINAR - Call for Papers
The objective of the 2008 International Research Seminar in Service Management is to expand
and improve our understanding of problems related to service activities. In pursuit of this
objective, the Scientific Committee and the Seminar Coordinators seek to bring together
scholars and experts in marketing, operations, human resources management, economics and
strategy.
We are particularly interested once again in interdisciplinary papers, but all empirical and
theoretical papers addressing issues relevant to service businesses are invited for review.
Conference participants interested in presenting their ideas to peers from other disciplines and
in learning from cross-disciplinary discussions and debates are specially encouraged to attend.
Cross-disciplinary interest can be created in many ways, with some examples being :
- by questioning the assumptions or findings of other disciplines ;
- by identifying issues that cut across several disciplines ;
- by introducing new methodologies, concepts and/or research findings to other disciplines.
The Scientific Committee and Seminar Coordinators will evaluate the different submissions with
an eye on maximizing interest to the broadest cross-section of participants.
THE 10th INTERNATIONAL RESEARCH SEMINAR
IN SERVICE MANAGEMENT
Submissions are encouraged on any interdisciplinary topics and on the following
suggested, but not exclusive ones :
ECONOMY AND STRATEGY SERVICE OPERATIONS
Professor Pierre EIGLIER Professor Chris VOSS
- Globalization of services - Network management
- Service network, alliances, outsourcing - Design, management and/or evaluation of :
- Rental/Access services – servicescapes
- Productivity improvement – service guarantees;
- Branding strategy – service recovery systems
- Relationship challenge – self-service systems
- Competitive and strategic analysis - Comparing consumer attitudes towards new
- Services and the public sector technologies and traditional retail services
- Services and economic trend - Integrating new technologies into service delivery
- Service in manufacturing systems
- Pricing - Impact of technology on service design, service
- Concentration, market structures processes and management
- Managing service in mature industries - New service development
- Utilities services - Outsourcing of service
- B to B services - Managing e-services
- Service management in manufacturing
HUMAN RESOURCES CHALLENGES SERVICE MARKETING
Professor Benjamin SCHNEIDER Professor Glenn VOSS
- Team approaches to service delivery - Customer Relationship Management
- Internal service delivery - Assessment and/or improvement of service
- Selection/training/evaluation or rewarding quality/customer satisfaction
of customer contact personnel - Customer evaluation of technology-based
- Motivation, compensation, empowerment delivery systems
of customer service employees - Financial implications of improving service
- Cross-cultural issues in service delivery
- Job design for customer contact workers - Importance of service (relative to product and
- The HRM implications of information price) :
technology applications in service delivery – on perceived value
- Creation and management of a service – on customer loyalty
climate and culture – in end-consumer markets
- The effect of HRM systems on firm’s – in business-to-business markets
performance - Service encounter
- Linking HR practices to customer - Measurement and methodological issues in
satisfaction and organizational services
performance - New Service Development
- Effective service leadership - Customer Involvement in Service Innovation
- State-of-the-art Human Resource - E-service
Management practices - Service recovery models
THE 10th INTERNATIONAL RESEARCH SEMINAR
IN SERVICE MANAGEMENT
PRESENTATION AND SUBMISSION OF PAPERS
The IAE of Aix-en-Provence calls for original papers (of course, authors being free to
publish subsequently their communication in any journal of their choice), written in English
or in French. However, the majority of attendees not being French-speaking, papers are
to be presented in English.
Manuscripts should be no longer than 20 pages, including tables, figures and references,
and typed single-spaced on A4 paper. To help us provide « presentable » proceedings, we
would appreciate use of ARIAL size 12 characters or something very similar. References
are listed alphabetically at the end of the text. The first page is reserved for the title, name
of the author(s), address(es), telephone(s) and e-mail(s) and a brief abstract of the paper
(half page maximum).
Contributions must be sent before JANUARY 15, 2008 by e-mail, to :
- one of the members of the Scientific Committee :
(Pierre.Eiglier@iae-aix.com, bschneider@valtera.com, cvoss@london.edu or gvoss@cox.smu.edu)
chosen by the authors according to the theme of the paper
AND...
- Rosemary Calazel at the IAE (rose-mary.calazel@iae-aix.com) – clearly indicating to which
Member the paper has been sent.
Your text MUST be sent in WORD (or .RTF) format and be identified as
follows :
the NAME of FIRST/MAIN AUTHOR and DATE it is sent :
Lamda-15-11-2007.doc
or
Lamda-15-11-2007.rtf
Subsequent papers (if modifications are made) will be sent with the revision date,
(e.g. Lamda-21-01-2008.doc) thereby avoiding all possible confusion in the final
version.
THE 10th INTERNATIONAL RESEARCH SEMINAR
IN SERVICE MANAGEMENT
SCIENTIFIC COMMITTEE
Professor Professor Emeritus Professor Professor
Pierre EIGLIER Benjamin SCHNEIDER Chris VOSS Glenn VOSS
Professor Senior Research Fellow - Professor Associate Professor
VALTERA
Institut d’Administration des University of Maryland London Business School Southern Methodist
Entreprises University (SMU)
Cox School of Business
(IAE) d'Aix en Provence Marketing Department
Clos Guiot 1363 Caminito Floreo, Regent's Park 304 Fincher
Puyricard BP 3063 6212 Bishop Blvd.
Suite G PO Box 750333
13099 Aix-en-Provence La Jolia – CA 92037 London - NW1 4SA Dallas - TX 75275
Cedex 02
France U.S.A. ENGLAND U.S.A.
Phone: Phone : Phone : Phone :
++33 (0) 467 18 99 87 ++1 858 488 7594 ++44(0)20 7000 8812 ++1 214 768- 2236
GSM ++33 (0) 608 84 16 90
E-mail : E-mail : E-mail : E-mail :
Pierre.Eiglier@iae-aix.com bschneider@valtera.com cvoss@london.edu gvoss@cox.smu.edu
THE 10th INTERNATIONAL RESEARCH SEMINAR
IN SERVICE MANAGEMENT
LOCATION
The Seminar is to be held at the attractive training and resort compound of the
French Telecom called "AGELONDE" (Route de l’Argentière - 83250 LA LONDE LES
MAURES - Phone ++33 (0)494 15 30 95). Located at La Londe les Maures, a small
and attractive village resort on the French Riviera (department of the Var, 26 miles
from Saint-Tropez, 70 miles from Nice, 69 miles from Marseille), it is not far from the
Hyères / Toulon Airport, (which provides several daily flights notably to and from
Paris) and the railway station situated at Toulon. We strongly recommend arrival at
TOULON airport or railway station if possible. AGELONDE is located about 200
meters from the beach. It has a gymnasium and tennis courts. Each participant will
have a separate single room and a number of large studios are available for couples
(first-come-first served basis).
The Seminar starts early on Tuesday evening (May 27th), when a friendly “get
together” is organized to enable old friends to catch up on their latest news and new
acquaintances to get to know each other informally before the actual Seminar gets
under way. The meeting ends mid-afternoon on the Friday after lunch and a short
round-up of the themes presented and discussed.
This event offers lodging for families accompanying participants. However the
number of apartments is limited, so we advise you to reserve as early as possible so
you are not disappointed. There is also the possibility of arriving before and/or
leaving after the conference.
TRANSPORT
You will find detailed information on transportation and a map on the Agelonde Web Site :
http://www.agelonde.com
We strongly suggest that you arrive at TOULON (railway station or airport), since this is the
most convenient and nearest to the campus.
Access from Nice or Marseilles is possible via the toll motor-way and takes a good 90
minutes.
If you require help with special travel arrangements or other information, please contact
Rosemary Calazel by email : rose-mary.calazel@iae-aix.com
THE 10th INTERNATIONAL RESEARCH SEMINAR
IN SERVICE MANAGEMENT
PAYMENT FORM
A “lump-sum” fee is requested to cover participation, food, lodgings and a copy of the
Proceedings.
Authors : 560 €uros. Auditors : 870 €uros.
Accompanying persons (if sharing accommodation with auditors or authors) : 450 €uros
(children under the age of 5 sharing a room with an author/auditor are free of charge)
This sum is to be paid in full at the latest a fortnight before the beginning of the Conference, by one of
the following means:
by Visa or Master Card
Please charge my Bank Card :
Visa Master Card (Sorry no AMEX/DINERS)
CB n° expires : /
indicate all 16 numbers + expiry date
Date Signature
by bank transfer
I will transfer the total sum of ................................................................. Euros
“AGENT COMPTABLE, UNIVERSITE PAUL CEZANNE – AIX-MARSEILLE 3 »
Tresor Public, Code 10071 – Branch 13100 - Account 00001012382 49
Domiciliation : TP MARSEILLE TRES GENERALE
IBAN FR 76 1007 1130 0000 0010 1238 249 ---- BIC (Bank Transfer Code) BDFEFRPPXXX
by check
Enclosed check in *Euros, (clearly identified by invoice number) payable to :
“AGENT COMPTABLE, UNIVERSITE PAUL CEZANNE – AIX-MARSEILLE 3”
please address this check to Corinne RAMBAUD – Accounts Dept. IAE Aix
par “bon de commande universitaire”
Pour les universities d’état françaises seulement, le Bon de Commande
Universitaire doit être adressé à :
INSTITUT D'ADMINISTRATION DES ENTREPRISES
(attn Corinne RAMBAUD – Comptabilité)
Clos Guiot Puyricard - BP 30063 - 13099 AIX EN PROVENCE CEDEX 02
ou par fax 04 42 28 08 00
Important : To avoid confusion with your payment; please make sure your
bank indicates your name and invoice number on all bank documents.
Cancellation fees : 250 Euros will be retained from all refunds requested BEFORE 20th MAY
2008. Drop-outs after this date or no-shows will not be refunded.
BOOKING FORM
Please RETURN WITH YOUR PAYMENT FORM
MAY 27th –MAY 30th , 2008 (check-in May 27th - pm)
Please reserve the following accommodation for :
Surname: ........................................................................... 1° name.........................................
INVOICING Address (please fill this section in very carefully as your invoice will be sent here)......................
' ..................................................................................................................................................
...................................................................................................................................................
Tel : ............................................................... Fax : . .................................................................
E-mail ........................................................................................................................................
'
I will be attending alone,
*coming with 1 person sharing my room,
*other
and would like the following accommodation
Single Apartment (3 persons if available)
Double (2 singles) Double (1 double)
Other (please note below)
*Names of accompanying persons :
Surname: ............................................................ 1° name ........................................................
Surname: ............................................................ 1° name ........................................................
Surname: ............................................................ 1° name ........................................................
Surname: ............................................................ 1° name ........................................................
Any other specific lodging requirements (early arrival, late departure, baby, handicapped, etc.)
.....................................................................................................................................................
.....................................................................................................................................................
MOST IMPORTANT : specific food requirements (vegetarian, no pork, allergies etc.)
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