Innovative Service Perspectives: Proceedings from the AMA SERVSIG International Service Research Conference, Helsinki, Finland, June 7-9 2012

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http://hdl.handle.net/10138/36614
Title: Innovative Service Perspectives: Proceedings from the AMA SERVSIG International Service Research Conference, Helsinki, Finland, June 7-9 2012
Author: Mickelsson, Jacob; Helkkula, Anu
Publisher: Hanken School of Economics
Date: 2012-09-10
Language: en
Belongs to series: Conference Proceedings
ISBN: 978-952-232-170-1
URI: http://hdl.handle.net/10138/36614
Description: The 7th AMA SERVSIG International Service Research conference was held at Hanken School of Economics in Helsinki, Finland on June 7-9, 2012. The conference was organized by the CERS Centre for Relationship Marketing and Service Management, and attracted over 250 participants from 29 countries. The first SERVSIG conference was held in 1999, and the event has since been hosted in a different country and by a different school every two years. The Services Special Interest Group (SERVSIG) was founded by Professor Ray Fisk in 1993, with the goal of serving American Marketing Association academics who have an interest in service research. This book of abstracts contains abstracts for all of the nearly 200 papers that were presented at the conference. In the call for papers, the conference committee encouraged authors to submit innovative and creative service marketing related research. This led to a rich diversity in approaches. The following are just a few of the themes represented by the abstracts in the book: Business-to-Business Service / Customers in Service / e-Service and Social Media / Health Service / Innovative Service Perspectives / Methods in Service Research / Public Service / Service Brands and Communications / Service Design / Service Innovation / Service Infusion / Service Management and Marketing / Service Markets and Networks / Service Recovery and Loyalty / Service Strategy / Service Value / Servicescapes and Service Encounters / Sustainability in Service / Service Productivity and Profitability.


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