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Schedule of Sessions and Events:
| Sunday August 22: |
|
| 5:30 PM |
Bus departs hotels for Bentley College |
| 6:00 - 7:00 PM |
Reception at Bentley College |
| 7:00 PM |
Bus departs Bentley for Harvard Square
Dinner in Harvard Square (on your own) |
| 10:00 PM |
Bus departs Harvard Square for hotels |
| |
| Monday, August 23: |
|
| 7:30 AM |
Bus departs hotels for Bentley College |
| 8:00 - 8:45 AM |
Breakfast |
| 8:45 - 9:00 AM |
Welcome - Joe Morone, President, Bentley College |
| 9:00 - 9:30 AM |
Key Note Speaker - Philippe DuBrulle |
| 9:45 - 11:15 AM |
Concurrent Sessions |
| Session Title: |
A Focus on Quality
| Session Chair: |
Jack Jensen, University of Southern Maine |
| Paper Title: |
An Examination of TQM Implementation Process in Three Benchmark Service Organizations |
| Authors: |
Abby Ghobadian, Middlesex University Business School
David Gallear, Middlesex University Business School
Jonathan Liu, Middlesex University Business School
Hong Woo, Middlesex University Business School |
| Paper Title: |
Service Design and Quality: The Case of Housing Services |
| Authors: |
Bo Edvarsson, Karlstad University
Markus Fellesson, Karlstad University |
| Paper Title: |
An Analysis of Customer-manager Quality Cues in the Retail Industry |
| Authors: |
Ana DiDomenico-Cuddy, Quinnipiac College
David T. Cadden, Quinnipiac College |
|
| Session Title: |
Cultural Considerations in a Global Environment
| Session Chair: |
Karen Napoleon, University of Georgia |
| Paper Title: |
Designing Services in a Multinational Context |
| Authors: |
Madeleine E. Pullman, Southern Methodist University
Rohit Verma, DePaul University
John C. Goodale, Ball State University |
| Paper Title: |
The Effect of Cultural Distance on Perceived Service Quality Gaps in Alpine Tourism: Implications for IT-Based Intercultural Communication Strategy |
| Authors: |
Klaus Weiermair, University of Innsbruck
Matthias Fuchs, University of Innsbruck |
|
| 11:30 - 12:15 PM |
Plenary Speaker - Joe Ferra, Senior Vice-President, Fidelity Investments |
| 12:15 - 1:15 PM |
Lunch |
| 1:30 - 2:30 PM |
Concurrent Sessions |
| Session Title: |
Educational Issues
| Session Chair: |
Seetharama Narasimhan, University of Rhode Island |
| Paper Title: |
Justifications for a Unified Services Theory Approach to Studying Services Management |
| Author: |
Scott E. Sampson, Brigham Young University |
| Paper Title: |
Distance Learning: Web-Based Tools and Environment |
| Author: |
Joseph P. Pudichery, Duquesne University |
|
| Session Title: |
New Perspectives in Technology
| Session Chair: |
Rick Franza, Bentley College |
| Paper Title: |
Imporoving and Managing Service Quality Through the Use of Security Video |
| Authors: |
David Lyth, Western Michigan University
Tycho K. Fredericks, Western Michigan University
Steven Butt, Western Michigan University |
| Paper Title: |
Service Sector in Today's Information Economy |
| Author: |
Uday Apte, Southern Methodist University |
|
| Session Title: |
Current Topics in Service Operations
| Session Chair: |
John Saba, Agfa Corp. |
| Paper Title: |
Emerging Models for Service Supply Chain Management |
| Authors: |
Paul Mulligan, Babson College
Steven Gordon, Babson College |
| Paper Title: |
The Importance of Integrating Resources in Field Service |
| Authors: |
Donald Simmons, Binghamton University
Sal Agnihothri, Binghamton University |
|
| 2:30 - 3:00 PM |
Coffee Break (Sponsored by Babson College) |
| 3:00 - 4:00 PM |
Concurrent Sessions |
| Session Title: |
Analysis of Service Operations
| Session Chair: |
David T. Cadden, Quinnipiac College |
| Paper Title: |
An Empirical Analysis of Service Factory Configurations |
| Authors: |
Rohit Verma, DePaul University
Scott T. Young, University of Utah |
| Paper Title: |
Scenario-Based Analysis in Services: Models Incorporating the Decision Maker's Disposition |
| Authors: |
Kurt J. Engemann, Iona College
Holmes E. Miller, Muhlenberg College
Ronald R. Yager, Iona College |
|
| Session Title: |
The Impact of IT in Different Service Sectors
| Session Chair: |
Janelle Heineke, Boston University |
| Paper Title: |
Teleradiology and the Transformation of the Radiology Workplace Through Combining Imaging and Information Technologies |
| Author: |
George Mechling, Western Carolina University |
| Paper Title: |
Telephone Integration Technology in Life Insurance Sales: The Canadian Imperial Bank of Commerce |
| Authors: |
Peter Carr, Athabasca University
Paul Griffin, Canadian Imperial Bank of Commerce |
|
| 4:00 PM |
Bus departs Bentley College for hotels |
| 5:15 PM |
Bus departs hotels for Dinner Cruise |
| 7:00 - 10:00 PM |
Dinner Cruise |
| 10:45 PM |
Bus arrives back at hotels |
| |
| Tuesday, August 24: |
|
| 7:30 AM |
Bus departs hotels for Bentley College |
| 8:00 - 8:45 AM |
Breakfast |
| 9:00 - 10:30 AM |
Concurrent Sessions |
| Session Title: |
The Role of the Customer
| Session Chair: |
Maureen Lojo, Cornell University |
| Paper Title: |
Using Customer Support's Knowledge Base to Enhance New Product Development |
| Authors: |
Frederick C. Van Bennekom, Boston University
Keith Goffin, Cranfield School of Management |
| Paper Title: |
The Customer Life Cycle: An Empirical Investigation |
| Author: |
Jo T. Felan, III, Baylor University |
| Paper Title: |
EMC: Linking Technology and People to Deliver Superior Customer Service |
| Authors: |
Jay Rao, Babson College
Walter Reitz, EMC Corp. |
|
| Session Title: |
IT in Healthcare
| Session Chair: |
David Denzler, San Jose State University |
| Paper Title: |
The Implementation of the Balanced Scorecard in Achieving the Fast Response Maternity Hospital at the Special Hospital for Obstetrics and Gynecology of "Bhakti Ibu," Yogyakarta, Indonesia |
| Authors: |
Wakhid S. Ciptono, Gadjah Mada University
Iin Mayasari, Gadjah Mada University |
| Paper Title: |
IT and Service Excellence: Challenges at a Rural Hospital |
| Authors: |
Janis L. Gogan, Bentley College
Peggy M. Beranek, Bentley College |
| Paper Title: |
Measuring Technical Efficiency of Hospital Pharmacies Using Activity-Based Productivity Analysis |
| Authors: |
Paul Gemmel, University of Gent
Steven Desmet, University of Gent
Bart Van Looy, Katholieke Universiteit Leuven
Steven Serneels, S&V Management Consultants |
|
| Session Title: |
Cross Functional Considerations
| Session Chair: |
Clair Comm, University of Massachusetts - Lowell |
| Paper Title: |
Getting it Right: Integrating the Views of the Users and Deliverers of Information Technology Based Services |
| Authors: |
Christine S. Williams, Gloucestershire Business School
Mark N.K. Saunders, Gloucestershire Business School
Roger H. Nuttall, Country Business Net Ltd. |
| Paper Title: |
Assessing the Selling Function in Services: Commercial Banking, Sales Forces, Restaurants & Betting Shops |
| Author: |
Antreas D. Athanassopoulos, Athens Laboratory of Business Administration (ALBA) |
| Paper Title: |
Improving Project Implementation at IBM |
| Authors: |
R. Maull, Exeter University
Z. Nash, IBM - UK
S. Childe, University of Plymouth |
|
| 10:30 - 11:00 AM |
Coffee Break (Sponsored by Northeastern University |
| 11:00 AM - 12:00 PM |
Plenary Session
| Workshop/Panel Title: |
Academic versus Real World Perspectives: Is There a Paradox? |
| Panelists: |
Richard B. Chase, University of Southern California
James A. Fitzsimmons, University of Texas, Austin
Ray M. Haynes, California Polytechnic Institute
John Gillie, ARAMARK Corp.
Water Reitz, EMC Corp. |
|
| 12:15 - 2:00 PM |
Lunch and Award Presentations |
| 2:15 - 3:45 PM |
Concurrent Sessions |
| Session Title: |
International Views of Service
| Session Chair: |
Michael Maggard, Northeastern University |
| Paper Title: |
Responding to Rising Social Needs: A Case Study of the Design of a Home Care Organization in Spain |
| Authors: |
Gustavo A. Vargas, Instituto de Empresa
Dolores Ruiz Iglesias, Instituto de Empresa |
| Paper Title: |
Exploring Service Operations in Mexico: Understanding Technology and People |
| Authors: |
Javier Reynoso, ITESM Campus Monterrey
Martha Corrales, ITESM Campus Monterrey |
| Paper Title: |
Developing Synergies Between Culture and Operations System Design: The Argentine Case |
| Authors: |
Roberto Luchi, Instituto de Altos Estudios Empresariales
Marcelo Paladino, Instituto de Altos Estudios
Marcelo Pancotto, Instituto de Altos Estudios Empresariales |
|
| Session Title: |
The Human Resource Factor
| Session Chair: |
Paul Mulligan, Babson College |
| Paper Title: |
The Added Value of Human Resurce Management Within a Service Organizational Context |
| Authors: |
Dirk Buyens, University of Ghent
Koen Dewettinck, University of Ghent |
| Paper Title: |
Skill Transition in System Support Services (From Proprietary Systems to Open Architecture: A Look at the Process Control Industry) |
| Author: |
Shawn Gold, Athabasca University |
| Paper Title: |
Service Encounter Mismatches for Integrating IT and Job Design: A Conceptual Framwork |
| Authors: |
George Mechling, Western Carolina University
Beverly Little, Western Carolina University |
|
| 4:00 PM |
Bus departs Bentley College for hotels
Dinner (on your own) |
| 7:15 PM |
Bus departs hotels for FedEx, Logan Airport |
| 10:00 PM |
Bus returns to hotels |
| |
| Wednesday, August 25: |
|
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Breakfast (on your own) |
| 8:15 AM |
Bus departs hotels for Putnam Investments, Andover |
| 12:00 PM |
Bus returns to hotels |
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