La Londe Conference 2018

15th International Research Conference in Service Management

La Londe les Maures, France, June 10-13 2018

LA LONDE CONFERENCE 2018

The La Londe Conference is a Research seminar organised by IAE Aix-Marseille Graduate School of Management in La Londe les Maures, South of France. IAE Aix-Marseille is one of the leading French public university business schools and is part of Aix-Marseille University, the largest public university in the French-speaking World. IAE Aix-Marseille was the very first school in Europe - in 1979 - to introduce a one-year graduate programme in the field of Services Management.

The first International Research Conference in Service Management was held in 1990, with the aim of overcoming traditional boundaries between disciplines. Year 2018 marks the 15th edition of this conference. By enabling thorough and fruitful exchange between a diverse group of participants, this conference has proven itself successful throughout the years.

The conference has a unique positioning: Two competitive sessions take place at the same time, and each author has 45 minutes to present the paper and to lead a discussion with the audience. Participants spend more time discussing the paper than presenting it. Leading universities from all over the world regularly send researchers who, through their participation, have established new networks or rejuvenated old ones to exchange ideas and knowledge. At each session, both academics and professionals take part in debates, dialogs, and formal presentations. Friendliness and informality are part of the Conference tradition, greatly enhanced by the beautiful setting in a Mediterranean seashore environment. In addition to the rich intellectual exchanges, the conference proposes a visit to the magnificent and the car-free Porquerolles Island.

During the conference, a Best Paper will be announced. The Best Paper and two selected papers will be invited for consideration for publication in the Journal of Service Management (JOSM). 

2018 PHOTO GALLERY

Outing to the Porquerolles Isle

Roundtable with the chairpeople: Pierre Eiglier, Joy Field, Jochen Wirtz, Mike Brady

Gala dinner on the beach

 

Back to La Londe Conference Home Page

Scientific Committee

Marketing Track

Human Resources & Marketing Interactions Track

Strategy and Economics Track

Service Operations Track

Jochen WIRTZ

Mike BRADY

Pierre EIGLIER

Joy FIELD

National University of Singapore
jochen@nus.edu.sg

Florida State University,USA
mbrady@cob.fsu.edu

Aix-Marseille Graduate School of Management - IAE, France
pierre.eiglier@iae-aix.com

Boston College, USA
fieldjo@bc.edu

Organizing Committee

Kiane GOUDARZI

Sylvie LLOSA

Lionel NICOD

Chiara ORSINGHER

IAE Lyon School of Management
France
kiane.goudarzi@univ-lyon3.fr

Aix-Marseille Graduate School of Management – IAE
France
sylvie.llosa@iae-aix.com

IUT Aix-Marseille, Aix-Marseille Université
France
lionel.nicod@univ-amu.fr

University of Bologna
Department of Management
Italy
chiara.orsingher@unibo.it

Topics of Interest

Submissions are encouraged on the following suggested, but not exclusive, topics:

ECONOMY AND STRATEGY - Pierre EIGLIER MARKETING - Jochen WIRTZ
  • Service network, alliances, outsourcing
  • Globalization of services
  • Productivity improvement
  • Relationship challenge
  • Competitive and strategic analysis
  • Services and the public sector
  • B-to-B services
  • Services and economic trend
  • New Service Development
  • Pricing
  • Managing service in mature industries
  • Service management in manufacturing

 

  • Customer engagement and the customer service experience
  • Service co-creation
  • Customer-to-customer influence in service experience
  • Customer relationship management
  • Customer involvement in service innovation
  • Customer adoption and use of self-service technologies
  • Customer adoption and interaction with robotics
  • Service recovery and complaint management
  • Assessment and/or improvement of service quality/customer satisfaction
  • Measurement and methodological issues in service research

 

 

SERVICE OPERATIONS - Joy FIELD HUMAN RESOURCES - Mike BRADY
  • Service design
  • Participation roles and responsibilities in service operations
  • Customer and employee behavior in service operations
  • Sustainability and social impact services
  • Service innovation and NSD
  • Integrating new technologies into service delivery systems
  • Service supply networks
  • Servitization
  • Evaluating service operations performance
  • Knowledge-based services
  • Managing e-services

 

  • HR practices on employees’ service performance
  • Selection/training/evaluation or rewarding of customer    contact personnel
  • Motivation, compensation, empowerment of customer service employees
  • Cross-cultural issues in service
  • Creation and management of a service climate and culture
  • Leadership and customer service performance
  • Organizational citizenship behaviors on customer satisfaction and loyalty
  • Value cocreation with customers through HR practices

 

 

Guidelines

We call for original papers, written in English or in French. However, papers are to be presented in English. Only papers written in English will participate in the Best Paper selection.

Manuscripts are to be no longer than 20 pages, including Tables, Figures and References, typed 1.5 line spacing in Times New Roman size 12.  Please refer to http://www.emeraldgrouppublishing.com/products/journals/author_guidelines.htm?id=josm#23 for the references style.
Authors are free to choose whether to publish on the conference website the entire manuscript or only an extended abstract. Each author has 45 minutes to present the paper and to lead a discussion with the audience.

Authors who want to submit an abstract of their research project (in 3 to 5 pages) can participate to the forum session featuring emerging research ideas and work in progress. In this forum session, 10 minutes will be allocated to each paper and discussions will occur during and after the session.

The first page is reserved for the title, full NAME(S) of the author(s) with surnames in CAPITALS, affiliation, e-mail address, full international contact details, and brief abstract of the paper of 150 words.

Your text MUST be sent in WORD (or .RTF) format and be identified as follows:

the NAME of FIRST/MAIN AUTHOR and DATE it is sent : LAMDA-15-11-2018.doc       or           LAMDA-15-11-2018.rtf

Subsequent version of the papers (if modifications are made) will be sent with the revision date, (e.g. LAMDA-rev-21-01-2018.doc) thereby avoiding all possible confusion in the final version.

Submission

Contributions must be uploaded before FEBRUARY 12, 2018 to https://openconf.org/lalonde2018/openconf.php. Please indicate to which Track and member of the Scientific Committee the paper should be assigned.
Your manuscript will be acknowledged by email. All submissions will be reviewed by the Scientific Committee and Conference Coordinators.

 

Authors will be notified Thursday, March 15, 2018

Registration and Booking

ALL INCLUSIVE CONFERENCE PACKAGE:
  • Participant rate: 850 euros
  • PhD student rate: 700 euros

The conference package covers participation in the conference, proceedings, food and lodging for 3 nights at the Odalys resort.

  • Accompanying person (if sharing accommodation with a fully paying participant): 500 euros
    Does not grant access to the Conference sessions
  • Children under the age of 5 (if sharing accommodation with a fully paying participant): Free of charge

All fees are to be paid in full by April 30, 2018, by Visa or Master Card, bank transfer, check or "bon de commande universitaire".

Registration is open

Click HERE to register

Deadline for registration :  April 30, 2018 

Please note that your registration is only valid after PAYMENT

Cancellations before May 28, 2018 will be reimbursed, with a fee of 250€. All cancellations after this date will not be refunded.

 

SUNDAY 10-06-2018

16:00 - 18:00

REGISTRATION

18:00 - 19:00

Welcome Cocktail

19:00 - 20:30

Opening session : Chairmen voices

20:30

DINNER

MONDAY 11-06-2018

8:30-10:00

Session 1.1 Session 1.2
Chairperson: Chiara Orsingher Chairperson: Kiane Goudarzi
Customer participation in service recovery : A meta-analysis Simon HAZÉE
Yves VAN VAERENBERGH
Annelies COSTERS
Adoption of service innovations over time – A Longitudinal analysis of consumers' passive and active innovation resistance Sven HEIDENREICH
Martin OBSCHONKA
Tobias KRAEMER
Jan MILLEMANN
Kristina WITTKOWSKI
Tomas FALK
Effects of service failure and self-construal on the experience of anger and evaluation of self-service technology Alexander JAKUBANECS
Alexander FEDORIKHIN
Helge THORBJØRNSEN
 Value-in-use in mobile service constellations: Developing a valid measurement instrument Yi ZOU
Allard C. R. VAN RIEL
10:00-10:30 BREAK

10:30-12:00

Session 2.1 Session 2.2
Chairperson: Mark Rosenbaum Chairperson: Javier Reynoso
Automated Social Presence in a Digital Service: How a Digital Companion Influences Costumers Satisfaction Julia HAGEL
Katja GELBRICH
Blood is thicker than water: Family value co-creation in healthcare service ecosystems Carol KELLEHER
Deirdre O'LOUGHLIN
Frontline Technology Infusion: Conceptual Archetypes and a Future Research Agenda Arne DE KEYSER
Sarah KÖCHER
Linda NASR
Jay KANDAMPULLY
Healthcare Matching  - Developing a Preliminary Model Lars NORDGREN
Agneta PLANANDER
Catharina WINGNER LEIFLAND
12:00-13:30 LUNCH
13:30-15:30 Session 3.1 Session 3.2
Chairperson: Phil Klaus Chairperson: Tobias Kraemer
Cancer resource centers and their male cancer patients Mark ROSENBAUM
Dahlia EL-MANSTRLY
A Survey Instrument for Measuring the Experiential Value of Employee-Tourist Encounters Jan MATTSSON
Flemming SÖRENSEN
Jens FRISS JENSEN
Stuart BARNES
Does Dr. Google help? Patients’ Online Health Information Search Marta LARA-QUINTANILLA
Zelal ATES
Lola C. DUQUE
Jan H. SCHUMANN
Marion BÜTTGEN
Service Encounter Satisfaction from Both Sides: A Study of Reciprocal Influence Willemijn van DOLEN
Joshua SIEGEL
15:00-15:30 BREAK
15:30-17:45 Session 4.1 Session 4.2
Chairperson: Sylvie Llosa Chairperson: Aron O'Cass
Aging and the servicespace John BATESON Helpful or Not? — The Effects of Positive Emotions on the Perceived Helpfulness of Online Consumer Reviews Tobias KRAEMER
Sven HEIDENREICH

Matthias GOUTHIER
Ageing Customers and their experiences Volker KUPPELWIESER
Phil KLAUS
Investigation of offline-online asymmetrical integration for search and experience goods Gwarlann DE KERVILER
Nathalie DEMOULIN
Managing Service Organizations at the Base of the Pyramid (BoP) Javier REYNOSO
Karla CABRERA
Real-time sharing of service experience: Effects on subsequent recall and referral behaviours Xia ZHU
Adrian PALMER
Melisa METE
  FORUM SESSION 1
18:00-18:45 Why customers do not participate in collaborative consumption? Thijs ZWIENENBERG
Simon HAZÉE
Yves VAN VAERENBERGH

Audrey VANDENBERGHE
Tine FASEUR
Service Facilitation in B2B? Analyzing value in business networks Jonas HOLMQVIST
Christian GRÖNROOS
Christian KOWALKOWSKI
Aurélie TIMBRE
How to promote participation of social service users? A competence-based-approach Muriel JOUGLEUX
Nathalie DUBOST
A service triadic relationship through the lens of videography: can we highlight a competencies mobilization process? Christelle FOURNEL
Of Boundaries and Typologies: Framing the multicultural service encounter in island tourism destinations Lynn BECKLES
FORUM SESSION 2
The Roles of Cognitive Load and Brand Knowledge in Co-creation of Brand Value Even LANSENG
Service Recovery vs. Trust Recovery Volker KUPPELWIESER
Branko BOZIC
It is not the organisation, it’s their customers: The impact of customer aggression on other customer’s perception of organisation’s image (working paper) Niloofar BORGHEI RAVAZI
Christina Raquel LAGES

Rodrigo PEREZ VEGA
Clothes, Condoms, and Customer Satisfaction: The Effect of Employee Mere Presence on Customer Satisfaction Depends on the Shopping Situation Tobias OTTERBRING
Chaoren LU
Understanding Consumer Empowerment and Revenge in the Context of the Internet of Things Élodie ATTIÉ
Thao BUY-NGUYEN
18:45 Wine tasting among service-minded people
20:30 DINNER

TUESDAY 12-06-2018

8:30-10:00 Session 5.1 Session 5.2
Chairperson: Lionel Nicod Chairperson: Bart Larivière
Unpacking the role of brand oriented people processes as determinants of service solutions performance and brand equity Vida SIAHTIRI
Aron O'CASS

Nima HEIRATI
The Service Recovery Journey (SRJ): Conceptualization, Integration and Directions for Future Research Dorottya VARGA
Arne DE KEYSER
Yves VAN VAERENBERGH
The Emergence of Businesses Services Michael EHRET Who is my friend? Coalition forming in trilateral service recovery constellations Holger ROSCHK
Christina-Franca FEYERTAG

Nilüfer AYDIN
10:00-10:30 BREAK
10:30-12:00 Session 6.1 Session 6.2
Chairperson: Katja Gelbrich Chairperson: Sylvie Llosa
A Multi-Method Exploration of Emotions During Service Delivery through Self-Service Technology or by an Employee Nanouk VERHULST
Bart LARIVIÈRE

Iris VERMEIR
Hendrik SLABBINCK
Maurizio MAURI
Vincenzo RUSSO
Value in Luxury Services: Uncovering the value process in a luxury service context Jonas HOLMQVIST
Christian GRÖNROOS
Luca VISCONTI
Blandine GUAIS
Aurélie KESSOUS
Do Your Job and Leave Me Alone: Do Service Employees’ and Consumers’ Stereotypes Influence their Willingness to Co-Produce Hannes FLEISCHER
Jens HOGREVE
Thank you kindly, ladies and gentleman!  Tipping meanings and feelings of gift Véronique COVA
Brigitte AURIACOMBE
12:00-12:45 LUNCH
13:15-19:00 Outing to the isle of Porquerolles
20:00 DINNER

WEDNESDAY 13-06-2018

8:30-10:00 Session 7.1 Session 7.2
Chairperson: Jonas Holmqvist Chairperson: Simon Hazée
Too Much of a Good Thing; Evidence from a Field Experiment Investigating the Effects of Visual Complexity in the Context of Permission Marketing Yashar BASHIRZADEH
Corinne FAURE
Robert MAI
Co-production in health organizations: a state of the art on the transformation of the patient's role François CASSIERE
Corinne ROCHETTE
Towards the Crux of Customer Service Experiences: Taking a Multisensory Processing Perspective Susan STEAD
Gaby ODEKERKEN-SCHRÖDER
Dominik MAHR
A service triad for the B2C sharing-service model: How to induce customer cooperation Sunmee CHOI
Sooyun KIM
  Exploring consumers’ anticipation of non-routine services and its impacts on post-consumptions’ evaluation Claire-Lise ACKERMANN
Tunyaporn VICHIENGIOR
Adrian PALMER
Labor and Support: The moderating role of Customer support and Conscientiousness Qurat-ul-ain TALPUR
10:00-10:20 BREAK
10:20-12:45 Session 8.1 Session 8.2
Chairperson: Véronique Cova Chairperson: Susan Stead
Coping with Customer Participation through Improvisation Jessica VREDENBURG
Simon BELL
Evan POLMAN
User engagement with online multiplayer video games : A developmental trajectory perspective Robert CIUCHITA
Dominik MAHR
Gaby ODEKERKEN-SCHRÖDER
Servitisation and Mass Customisation: Key questions and implications Mark HANNA Robotic versus human coaches for active aging: A field study on customer service experience Martina CAIC
João AVELINO
Dominik MAHR
Gaby ODEKERKEN-SCHRÖDER
Alexandre BERNARDINO
Customer engagement to a tourist destination: towards a better understanding of the relationship Christèle CAMELIS
Anne-Cécile MARCHAT

Chinese metaphors and narratives in self-service technology adoption

James O. STANWORTH
Ryan S. HSU
Jenny T. WANG
12:45-13:15

ROUND TABLE: Research Insights Across Disciplines

Chairpersons: Mike Brady, Joy Field, Pierre Eiglier and Jochen Wirtz

13:15-14:15 LUNCH

 

Contact

The administrative officer Julie USKI-BILLIEUX will be happy to give you more details about reservations and other practical aspects of the conference.
Aix-Marseille Graduate School of Management - IAE
Phone: +33 (0)4 42 28 12 02 (direct line) - lalonde@iae-aix.com
AMGSM – IAE - Chemin de la Quille- Puyricard - CS 30063 - 13089 Aix-en-Provence Cedex 2 - France

 


La Londe, an unforgettable location on the French Riviera

Travel Information

The conference takes place at: ODALYS Résidence L'Ile d'Or  (ex-Agelonde) - Boulevard de la plage de l'Argentière - Agelonde - 83250 LA LONDE LES MAURES

Participants may check-in on Sunday June 10, 2018 at any time, but rooms are available after 4:00pm. Those wishing to arrive before Sunday should contact Julie Uski-Billieux for information (lalonde@iae-aix.com). We strongly recommend that you arrive at HYERES (or Toulon) railway station or TOULON-HYERES airport, since these are the most convenient and nearest to the residence. Access from Nice or Marseille is possible by rail (but is fairly complicated) or by car via the toll motor-way. The journey takes a good 90 minutes from either city.

By Air

La Londe-les-Maures is 20 kilometres (25 minutes) from Toulon-Hyères Airport with several daily flights to and from Paris Orly airport. It is about 120 kilometres (74.5 miles) from Marseille-Provence, and 160 Kilometres (99.4 miles) from Nice airport, with at least a 90 minute journey from either.

By Train

La Londe-les-Maures is 10 kilometres (10 minutes) from Hyères and 28 kilometres (about 45 minutes driving time) from Toulon railway station (with frequent fast trains (TGV) to and from Paris, Marseille or Nice). It is 160 (99.4 miles) kilometres from Nice and 95 (59 miles) kilometres from Marseilles railway stations. Rail travel information in France is available here : https://www.oui.sncf/. You will need to have an approximate date of departure to obtain information. Payment on line is accepted (NB: tickets are to be withdrawn using the same credit card used for purchase).

To reach the Conference resort from the airport or station

Several possibilities are open to participants to reach the conference resort:

Bus: regular bus services from Toulon or Hyères railway stations and Toulon-Hyères airport to the centre of the village of La Londe.
NB: The village centre is about 3 kilometres from the resort. Be careful if you are arriving late, buses don't run at night.
Taxi: The best solution to get to the Odalys Resort.
Contact Julie USKI-BILLIEUX to book a taxi pickup (Toulon-Hyères, Nice airports or railway stations or La Londe-les-Maures town centre)
OR you can choose to hire a taxi upon arrival.
NB: "No-shows" for a booked taxi will be charged the round trip
Car rental: you can arrange car rental details before leaving home through all the leading international car rental companies. Rented cars are supplied with GPS on demand (at extra cost). A free car park is provided at the resort.

You can find other detailed information on transport to La Londe on the following website (transport section): http://www.ot-lalondelesmaures.fr/informations-pratiques/acces-et-transports