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About
Conference Committee
History of SERVSIG
University of Strathclyde
Submissions
Call for Papers
Conference Tracks
Consumer (mis) behaviour in services
Customer/Actor Engagement
Customer Experience & Journeys
Service Design, Innovation & Transformation
Service Ecosystems & Institutions
Service Employment & Employees
Service Failure and Recovery
Service Thinking in B2B
Service Strategy, Operations & Productivity
Technology and Service
Transformative Service Research
Registration
Fees
Venue
Travel
Accommodation
Technology and Innovation Centre
Glasgow
Glasgow and Beyond
Programme
Programme
Speakers
Social Events
Service Employment & Employees
Track Chair
Mahesh Subramony
Professor of Management, Northern Illinois University, USA
Track Chair
Jeffrey Arthur
Associate Professor of Strategic Human Resource Management, Virginia Tech, USA
Junior Track Chair
Mathieu Lajante
Associate Professor of Marketing, Ryerson University, Canada
Indicative Topics
Macro-Topics:
Service-related Human Resource Management (HRM) practices
Service leadership
Service climate and culture
Service teams and effectiveness
Collective attitudes and turnover
Linkage models/service-profit chain
Micro-Topics:
Service-related traits, competencies, and attitudes
Emotional labor and regulation
Emotional expression and contagion
Internal service quality perceptions
Special Topics:
Diversity and inclusion in service settings
Tradeoffs between technology and human interactions
Non-traditional work arrangements (e.g., contingent work, Gig work)
Service employment ecosystems
Underprivileged and marginalized service workers
Employee – customer emotional connectedness
Employee’s empathy and service quality
Empathy and emotional intelligence training for service employees
Organizational neuroscience and service employees
Virtual reality and service employees’ training
Tracks
Consumer (mis) behaviour in services
Customer/Actor Engagement
Customer Experience & Journeys
Service Design, Innovation and Transformation
Service Ecosystems & Institutions
Service Employment & Employees
Service Failure and Recovery
Service Strategy, Operations & Productivity
Service Thinking in B2B
Technology and Service
Transformative Service Research
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