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POMS College of Service Operations 2007 Meeting

July 12-13 2007 - London Business School, London, England

The POMS College of Service Operations held its third annual conference on July 12 & 13 at London Business School. The theme was "New challenges for Service Operations" and had 77 attendees.

New! Download the conference program (Word file) or scroll down for a complete listing of all talks and downloadable papers/presentations.

Interest in applying principles of operations management to services has grown dramatically over the last few years. The increasing relevance of service operations management stems from several factors including the importance of service offerings in traditionally manufacturing-centric firms, globalization of services, and the growth of experiential services. Furthermore, techniques for studying service firms have emerged, such as Service Science, Management and Engineering (SSME), and revenue and yield management. Never have there been so many opportunities for the Operations Management community to contribute to research is service management!

The conference supplemented academic presentations with opportunities to learn from leading service practitioners. Submissions were invited on a broad range of themes including:
• Design and development of new Services
• Global Service Operations
• Services Science Management & Engineering (SSME)
• Application of analytic tools
• Operations/behaviour interface in services
• Servitisation of manufacturing
• Service supply chain
• Performance measurement
• Service Scripts
• Service quality and recovery
• eService
• Service Profit Chain
• Co-production of service
• Product Services
• Mass customization
• Revenue and Yield Management

Conference Location and Accommodation
The conference took place at London Business School, located next to Regent's Park in central London. The school has links with a number of local hotels; in addition it is our experience that overseas participants may find booking an inclusive flight/hotel package through their travel agents easier and good value, especially in the context of an extended trip. See the list of nearby hotels
(Word) for more information.

Best Paper Awards
The best paper award, awarded to the best full-length paper submitted to the conference, included a cash prize of $1000. The best student paper award received a prize of $500.

The Best Paper Award was presented by Jim Spohrer of IBM (the award sponsor) to
Scott Sampson: Why We Need an Operations Service Paradigm

Runners up were:
Linda LaGanga and Stephen Lawrence: Optimal and Heuristic Appointment Overbooking To Improve Customer Access And Provider Productivity

Rui Sousa: The Relationship between Quality and Loyalty in E-Services: An Empirical Investigation in a Multi-Channel Setting

The Best Student Paper Award was presented to:
Alesha Maxwell and Guang-Jie Ren: New Technology Adoption in Field Service Operations: An exploratory Study

Runners up were:
Renu Agarwal and Willem Selen: Drivers of Elevated Service Offerings in Collaborative Service Networks

Frédéric Ponsignon, (with Andi Smart and Roger Maull): Service delivery systems: a business process perspective

Schedule of Speakers

July 12, 2007
10:00 – 11:15Robert Johnston: The Internal Barriers to Service Quality: Reviving TQM (Slides)
10:00 – 11:15Scott Sampson: Why We Need an Operations Service Paradigm (Paper)
12:00 – 12:25Chris Voss and Leonieke Zomerdijk: Perspectives on Service Innovation and Design (Slides)
12:25 – 12:50Pedro Oliveira and Aleda V Roth: New Multi-item Measurement Scales for Service Orientation in B2B
11:35 – 12:00Martin A Lariviere: Saving Seats: Reservation Policies with Strategic Customers (Slides)
12:00 – 12:25Linda LaGanga and Stephen Lawrence: Optimal And Heuristic Appointment Overbooking To Improve Customer Access And Provider Productivity (Paper)
12:25 – 12:50Mihai Banciu and Prakash Mirchandani: Revenue Maximization using Mixed Bundling
11:35 – 12:00Marie-Pierre Spooner: Operations management contributing to reduce operational risk in financial services (Slides)
12:00 – 12:25Wolfgang Kersten, Jan Koch and Philipp Hohrath: Motivation for the outsourcing of complex logistics services (Paper)
12:25 – 12:50Alex Dominguez: Zachman Architecture-Based Education Service Delivery (Paper)
1:50 – 2:15Michael Stodnick and R Samuel Sale: A longitudinal study of changes in service quality expectations
2:15 – 2:40Rui Sousa: The Relationship between Quality and Loyalty in E-Services: An Empirical Investigation in a Multi-Channel Setting (Paper)
2:40 – 3:05Christine Hope and Leontis Filotheou: Measuring and Managing the Quality of Service in Hotels in Cyprus (Slides)
3:05 – 3:30Ulf Karlsson: Service Based Manufacturing Strategies Implication for Product Development, Production and Service Operations in Global Companies (Paper)
1:50 – 2:15Chao Wang and Andrea Masini: Competitive Progression Theory and Service Agility: Reflections on the “Sand Cone” Model (Slides)
2:15 – 2:40Zeyned Aksin, Evrm-Didem Gunes, Lerzan Ormeci and Hazal Ozden: When Cross-Selling Backfires: Modelling Customer Reactions to Sales Attempts (Slides)
2:40 – 3:05Samar Mukhopadhyay: Quality and Pricing for Outsourcing Service: Optimal Contract Design (Slides)
1:50 – 2:15Renu Agarwal and Willem Selen: Drivers of Elevated Service Offerings in Collaborative Service Networks (Paper)
2:15 – 2:40Marlene Amorim and Alejandro Lago: Extending Service Value Chain Management: Transferring Operations to the Customer as an Outsourcing Decision (Paper)
2:40 – 3:05Jennifer Isern and Mike Bendixen: Outsourcing for financial service providers: A decision framework (Paper)
3:05 – 3:30N. Ravichandran: Jaipur Foot: A case study on mass customization
3:50 – 5:30Andy Neely: Servitization of Manufacturing: An Analysis of Global Trends (Slides)
3:50 – 5:30Tim Baines, Howard Lightfoot and Steve Evans: PSS as a Service Based Competitive Strategy (Slides)
3:50 – 5:30Ryan Brady (Legoland), Making the Difference: Meeting Guest Expectations in the Theme Park Industry (Slides)
July 13, 2007
9:00 – 9:25Guang-Jie Ren and Mike Gregory: Servitization in Manufacturing Companies: Forming an Academic Field with Meaning, Stocktaking, and Coherent Inquiries (Slides)
9:25 – 9:50Stephen McLaughlin: SSME: Identifying challenges of moving from a product to service based business (an IBM case study) (Slides)
9:50 – 10:15Richard Taylor and Chris Tofts: Minding The Abstraction Gap? (Slides)
10:15 – 10:40Martin Spring and Luis Araujo: Technical and Institutional Change in Product-Service Systems: Implications for Operations and Supply (Slides)
9:00 – 9:25Zoe Radnor and Bob Johnston: Identifying the Operational Elements in Strategic Performance Management in Services
9:25 – 9:50Stephen J. Willis and Michael Bendixen: A Review of Call Center Measurements (Paper)
9:50 – 10:15Pär Åhlström and Mike Lewis: “Making The News”: A Case Study Of Advanced Process Technology Implementation In Public Service Broadcasting (Slides)
10:15 – 10:40Aiesha Maxwell and Guang-Jie Ren: New Technology Adoption in Field Service Operations: An exploratory Study (Slides)
9:00 – 9:25Jan Holmström, Jari Collin, Elero Eloranta and Jaana Auramo: The demand-supply segmentation of service delivery (Slides)
9:25 – 9:50Benjamin Speitkamp, Martin Bichler and Thomas Setzer: Capacity Planning for Virtualized IT Service Infrastructures
9:50 – 10:15Alastair Nicholson: Demonstrating the Service-Profit Chain in Practice (Slides)
10:15 – 10:40Paulo Augusto C Miguel, Márcia Terra da Silva, Elias Leandro Chiosini and Klaus Schützer: Assessment of service quality dimensions: a study in a vehicle repair service chain (Paper)
11:10 – 12:30Jim Spohrer IBM: Services Science (Slides)
11:10 – 12:30Richard Taylor and Chris Tofts (HP): Services Science (Slides)
11:10 – 12:30Aleda Roth: Services Science
1:15 – 1:40David Buxton, Bart MacCarthy and King Wang: Simulation for operations strategy decisions in the 'new' service based aero-engine industry (Slides)
1:40 – 2:05Roine Leiringer, Stuart Green and Jawwad Raja: Context and Contestation: the enactment of product-service business models across organisational arenas
2:05 – 3:00Nicola Saccani and Marta Zorzini: The challenge of servitisation of manufacturing in consumer goods. Structuring the service offer and the service supply chain (Slides)
1:15 – 1:40Fazli Idris: Applying the rigid flexibility model in a service setting: A case-study of Airasia (Paper)
1:40 – 2:05Frédéric Ponsignon, Andi Smart and Roger Maull: Service delivery systems: a business process perspective (Paper)
2:05 – 3:00Fausto Garcia: Exploratory Study of Management of New Service Development Process in Italian Luxury Hotels (Slides)
1:15 – 1:40Frederico Medeiros Quaggio and Márcia Terra da Silva: Professional Services Redesign: A Case Study In Public Sector (Slides)
1:40 – 2:05Netland Torbjörn: Internationalisation of professional services – A 1999-2005 literature review (Paper)
3:15 – 4:30Larry Menor: Service Design
3:15 – 4:30Chris Voss and Juliana Mikkola: Thinking about Service Design (Paper)
Paper accepted, but presenter could not attend
n/aSilvestro and Low: The Assymmetric Relationship Between Customer Satisfaction, Dissatisfaction, Loyalty And Financial Performance In B2B Companies (Paper)

International Conference Committee
• Craig Froehle, University of Cincinnati
• Larry Menor - Ivey School of Business
• Pedro Oliveira - Universidade Católica Portuguesa
• Aleda Roth - Clemson University
• Nikos Tsikriktsis - London Business School
• Anita Tucker - Wharton School, University of Pennsylvania
• Rohit Verma - Cornell University
• Chris Voss - London Business School

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