The 5th International Research Symposium in Service Management Call for papers

Service Imperatives in the New Economy Future Directions in Service Research June 8-12, 2014, Prnu, ESTONIA

Service plays a significant role in the economy of every nation and every business in the market place. Service sectors permeate every aspect of our daily lives and every part of the economy. It is service that underpins the strength of every person and which lies at the very hub of the economic activity of society and/or country, irrespective of where we live. This new paradigm of service has transformed both the industry and the customer. The global advancement of service knowledge and practice is therefore imperative in motivating the next generation of service researchers, teachers and practitioners. This international research symposium in service management (IRSSM) will bring together researchers, teachers, practitioners and students from various service sectors and provide them with a unique forum for sharing the latest theories and practices prevalent in dynamic service economies. The symposium illuminates the latest thinking in service, combined with aspects of technology, social sciences, and business. The theme of the symposium Service Imperatives in the New Economy: Enhancing Customer Experience is the fifth symposium in the series, The symposium invites conceptual or empirical research presentations, and/or country context case studies, thus enabling both academics and practitioners to understand the socio-cultural, economic and technological influences on services. Delegates are invited to present completed research projects or work in progress. Symposium attendees will include both academicians and practitioners. Submissions and presentations must therefore address both the theoretical and practical implications of the findings. Parallel tracks of refereed presentations will enable authors to obtain constructive feedback about their study.

In additions to a high quality research experience, we hope to provide a memorable social program that will give delegates the opportunity to explore the beauty of Prnu Summer Capital of Estonia.

CALL FOR PAPERS The symposium organizing committee invites one page abstract submission (maximum 500 words). All abstracts should be formatted to facilitate a double blind review process. Authors names and details, including names of all co-authors plus affiliations and addresses for general correspondence (including email address) of each author, topic code, and a brief bio (maximum 100 words) of the presenter should appear on a separate cover page that will be removed prior to the double blind review process. Papers may focus on any sector, but should draw from the service management or service marketing literature. No author should have more than three submissions, as either a single or a co-author. Preference will be given to those submissions that show evidence of a clear contribution to the present body of theoretical knowledge in services. All abstracts should be submitted to the symposium office as a word.doc attachment to irssm5@pc.ut.ee Authors of accepted abstracts will have the option of publishing either an extended abstract (2500 words) or a complete paper (5000-6000 words). Only full paper submissions will be

IRSSM 5 June 8-12, 2014 Prnu, Estonia

considered for the best paper award, young service researcher awards, and for the Journal special issue. Full paper submissions should follow Journal of Service Management (JOSM) format style. Please see the following link to JOSM website:
http://www.emeraldinsight.com/products/journals/author_guidelines.htm?id=josm&PHPSESSID=1blj7f02q3e3rggbhee2cqq2t3.

You are kindly requested to send your paper or abstract to irssm5@pc.ut.ee Abstract submission deadline: February 3, 2014.

Topics of interest for the symposium include but are not limited to studies on: 1. Service management 2. Service innovation 3. Service localization and globalization 4. Service marketing and branding 5. Service design 6. Relationship marketing 7. Human resources in services 8. Accounting and financial services 9. Transport & retailing services 10. Tourism and hospitality services 11. Supply chain services 12. Communication services 13. Professional services 14. Sports and event services 15. Service operations and outsourcing 16. E-services and business 17. Health care services 18. Service dominant logic 19. Public sector services 20. T Shaped Thinking 21. Health and Wellness Services 22. Other topics in services

IMPORTANT DATES

Abstract Submission Deadline: February 3, 2014 Notification of Abstract Acceptance: February 10, 2014 Submission of Extended Abstract or Full Paper: March 3, 2014 Notification of Extended Abstract and Full Paper Acceptance: April 4, 2014 Submission of Final Revised Paper: May 2, 2014 Registration of Authors (Early Bird): April 4 May 2, 2014 Registration of Authors (Regular): May 3 June 1 , 2014 Conference: June 8-12, 2014

SPECIAL SESSIONS Participants interested in organizing a special session are invited to send their proposal to the symposium secretariat (irssm5@pc.ut.ee) via e-mail. Proposals should include: A detailed description of the proposed session; A list of proposed speakers; Whether or not each speaker has agreed to serve if the proposal is accepted; and Names and addresses of the chairperson and discussants, if any.

IRSSM 5 June 8-12, 2014 Prnu, Estonia

SCIENTIFIC COMMITTEE Dr. David Solnet (The University of Queensland, Australia) Dr. Alison Dean (University of Newcastle, Australia) Dr. Byron Keating (University of Canberra, Australia.) Dr. Thomas Foscht (Karl-Franzens-University Graz, Austria) Dr. Roubina Juwaheer (University of Mauritius, Mauritius) Dr. Goran Svensson (Oslo School of Management, Norway) Dr. Yonggui Wang (University of International Business and Economics, China) Dr. Joerg Finsterwalder (University of Canterbury, New Zealand) Dr. Javier Reynoso (Monterrey Institute of Technology, Mexico) Dr. Werner H. Kunz (University of Massachusetts, USA) Dr. Hyun Jeong Jenny Kim (Washington State University, USA) Dr. Allard van Riel (Radboud University Nijmegen, The Netherlands) Dr. Nur Indrianti (UPN, Indonesia) Dr. Brian Imrie (Sunway University, Malaysia) Dr. Heiko Gebauer (eawag, Switzerland) Dr. Chatura Ranaweera (Wilfrid Laurier University, Canada) Dr. Peter Kim (AUT University, New Zealand) Dr. Thorsten Gruber (Manchester Business School, UK) Dr. Heli Tooman (University of Tartu, Prnu college) Dr. Arvi Kuura (University of Tartu, Prnu college)

ORGANISING COMMITTEE

Prof. Jay Kandampully (Symposium Chair) Gerda Mihhailova (Univ. of Tartu, Prnu college) Heli Mristaja (Univ. of Tartu, Prnu college) Tatjana Koor (Univ. of Tartu, Prnu college) Airi Noppel (Univ. of Tartu, Prnu college)

PUBLICATION OPPORTUNITIES All accepted full papers and extended abstracts will be published in the refereed conference proceedings, which will be distributed to all registered delegates at the time of registration. In addition, selected papers from the symposium will be considered for possible publication in journals such as: the Journal of Service Management (JOSM), Managing Service Quality (MSQ), International Journal of Services, Economics and Management (IJSEM), European Business Review (EBR). Competitive papers presented at the symposium will be identified by the scientific committee for further development for possible publication in the above journals. Those papers identified will receive a developmental review from the scientific committee. Developmental reviews provide guidance for improvement from senior researchers. Following a revision to the satisfaction of the IRSSM 5 June 8-12, 2014 Prnu, Estonia

developmental reviewer, and based on the strength of the research, papers will be considered for further double-blind review for special issue or special section in some of the journals listed above. BEST PAPER AWARD The symposium best paper and three highly commended paper awards will be presented by the Journal of Service Management (JOSM) and will be selected from full paper submissions only. YOUNG SERVICE RESEARCHER AWARD The symposium will also present awards for young service researchers selected by the committee. This is a prestigious research award to motivate and support emerging researchers. Please refer symposium website for further information on how to apply for this award. KEYNOTE SPEAKERS We are delighted to announce that we will have keynote speakers and panel leaders from industry and academia for this event.

Professor Christian Grnroos will serve as the Keynote speaker at the IRSSM 5 Symposium Opening Ceremony on June 9, 2014

SYMPOSIUM HOST INSTITUTION On May 17, 1996 Prnu College, University of Tartu opened its doors upon the foundation of the Prnu Business School. Prnu College is active as an institution of the University of Tartu and operates under its own charter. 1999 was declared the year of the university in Prnu, as it was 300 years since the first university opened its doors here. Teaching and research at Prnu college concentrates on services, at diploma level students can study: Tourism and Hotel Management, Social Work and Rehabilitation Administration, Entrepreneurship and Project Management; and at master level: Wellness and Spa Service Design and Management (in English) and Service Design and Management (in Estonian). More information is available here: http://www.pc.ut.ee/en

IRSSM 5 June 8-12, 2014 Prnu, Estonia

CONFERENCE FEE The conference fee includes: registration package, welcome reception, proceedings, admission to all scientific sessions, and lunches and refreshments during conferences. Sightseeing tour (Tallinn or Riga) will be charged separately. To qualify for the student rate, written proof/documentation of student status or a valid student card is required. More information regarding registration and payment on the conference website: www.irssm5.pc.ut.ee Category Participant (June 8-11) Student (June 8-11) Workshop (June 8) Sightseeing (June 12) Early bird (April 4 May 2, 2014) 260EUR 335EUR 170EUR 50EUR Charged separately, www.irssm5.pc.ut.ee information on website: Late registration (May 3 June 1 , 2014)

SYMPOSIUM VENUE

Strand Spa and Conference hotel: http://www.strand.ee/eng/

ACCOMMODATIONS Information on alternative accommodation options in the vicinity will be available on the conference website. FURTHER INFORMATION Further details about the conference are posted on the conference website: www.irssm5.pc.ut.ee Conference Secretariat: irssm5@pc.ut.ee Symposium Chair, Editor Journal of Service Management, prof. Jay Kandampully (Ohio State University, USA): kandampully.1@osu.edu

IRSSM 5 June 8-12, 2014 Prnu, Estonia