La Londe Conference 2016

 

14th International Research Conference in Service Management

La Londe les Maures, France, May 31-June 3, 2016

MARKETING, STRATEGY, ECONOMICS, OPERATIONS & HUMAN RESOURCES: INSIGHTS ON SERVICE ACTIVITIES

 

The first International Research Conference in Service Management was held in 1990, with the aim of overcoming traditional boundaries between disciplines. The year 2016 marks the 14th edition of this conference. By enabling thorough and fruitful exchange between a diverse group of participants, this conference has proven itself successful and enriching throughout the years.

The conference is structured so that there are only two competitive sessions occurring at the same time. Each author has 45 minutes to present the paper and to lead a discussion with the audience. Leading universities from throughout the world have sent participants who, through their participation, established new networks or rejuvenated old ones to exchange ideas and knowledge. At each session, both academics and practitioners participate in debates, dialogs, and formal presentations. Friendliness and informality are part of the tradition of the event, greatly enhanced by the beautiful setting in a Mediterranean seashore environment. In addition to the rich intellectual exchange, the conference provides a visit to the magnificent and the car-free Porquerolles Island.

 

A forum session featuring emerging research ideas and work in progress is also organised.

 

Special Servsig Award for Pierre Eiglier

 

Past La Londe Conference ARCHIVES (Service Management)

 

Back to La Londe Conference Home Page

Scientific Committee

John BATESON

David BOWEN

Pierre EIGLIER

Rohit VERMA

Marketing Track

Human Resources & Marketing Interactions Track

Strategy and Economics Track

Service Operations Track

Cass Business School
London UK
john@johnbateson.net

Thunderbird School of Global Management
Arizona state, USA
david.e.bowen@asu.edu

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

School of Hotel Administration
Cornell University

Ithaca, NY, USA
rohit.verma@cornell.edu

Organizing Committee

Kiane GOUDARZI

Sylvie LLOSA

Lionel NICOD

Chiara ORSINGHER

Aix-Marseille Graduate School of Management – IAE
France
kiane.goudarzi@iae-aix.com

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

IUT d’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 SERVICES MARKETING - John BATESON
  • 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
  • Assessment and/or improvement of service quality/customer
    satisfaction
  • Measurement and methodological issues in services
    Customer Involvement in Service Innovation
  • Service recovery
  • Customer relationship management in service
  • Customer adoption and use of self-service technologies
  • Customer-to-customer influence in service experience
  • Customer engagement and the customer service experience
SERVICE OPERATIONS - Rohit VERMA HUMAN RESOURCES - David BOWEN
  • Design of service processes and delivery Systems
  • Service quality and performance management
  • Service capacity and revenue management
  • Service productivity enhancement methodologies and approaches
  • Service supply chain and network management
  • Technology-enabled service delivery systems
  • Service recovery & complaint management
  • Service science, management & engineering
  • Services in manufacturing companies
  • Healthcare, hospitality and retail service operations
  • Coordinating employee-customer interdependencies in co-production and value co-creation
  • The effects of technology on service employees
  • The changing roles of employees in a service context of service systems, networks, technology infusion, etc.
  • The strategy-HRM practices linkage in service
  • Selection and training & development of front line employees
  • Performance measures, rewards and employee engagement approaches
  • Cross-cultural issues in service design and delivery
  • Organizational design and job design in services
  • Creation and management of a service climate and culture
  • The role of employees in service innovation
  • The effect of HRM systems on service firm performance

Submissions & Guidelines

The IAE of Aix-en-Provence calls for original papers (of course, authors are free to publish subsequently their papers in any journal of their choice), written in English or in French. However, the majority of attendees not being French speaking, papers are to be presented in the English language. Furthermore, 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, and be typed single-spaced in ARIAL size 12.
References are listed alphabetically at the end of the text according to JOSM guidelines.

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-15-11-2016.doc or LAMDA-15-11-2016.rtf

Subsequent version of the papers (if modifications are made) will be sent with the revision date, (e.g. LAMDA-rev-21-01-2016.doc) thereby avoiding all possible confusion in the final version.

Due to several requests on further extensions on submissions, we have considered extending submissions to the 2016 La Londe Conference as follows:

Paper Submission Deadline: January, 31st, 2016 (EXTENSION)

by e-mail to Jeanette Theokritoff: lalonde@iae-aix.com
specifying to which of the following tracks the paper will belong:

Marketing

John BATESON
Cass Business School, City University, London, UK

HRM

David BOWEN
Thunderbird School of Global Management, Arizona State University, USA

Strategy and Economics

Pierre EIGLIER
Aix Marseille Graduate School of Management – IAE, FRANCE

Operations

Rohit VERMA
Operations Management School of Hotel Administration Cornell University, USA

Your manuscript will be acknowledged by her by email within 24 hours.
Should you NOT receive any acknowledgement, please contact her by e-mail immediately to see whether there is a problem.

All submissions will be reviewed by the Scientific Committee and Conference Coordinators

Authors will be notified Thursday, March 18th 2016.

Download the Call for Papers here

Registration and Booking

ALL INCLUSIVE CONFERENCE PACKAGE:
  • Participant rate: 785 € Euros
  • PhD student rate: 585 € Euros (please provide copy of student card with this form please)

The conference package covers participation in the conference, proceedings, food and lodging for 3 nights at the Odalys resort (May 31 June 3 2016, evening meal on 31th to lunch on 3th).

  • Accompanying person (if sharing accommodation with a fully paying participant): 450 € Euros
  • 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 15, 2016, by Visa or Master Card, bank transfer, check or "bon de commande universitaire".

How to register :

The completed payment form and other documents (if necessary) have to be sent by e-mail before April 15, 2016 to lalonde@iae-aix.com

Please note that your registration is only valid after PAYMENT.

Cancellations before May 21, 2016 will be reimbursed, with a fee of 250€. All cancellations after this date will not be refunded.

 

TUESDAY 31-05-2016

16:00-18:00

REGISTRATION

18:00-19:00

WELCOME COCKTAIL

19:00-20:30

Opening Session: Chairmen voices

20:30

DINNER

WEDNESDAY 1-06-2016

8:30-10:00

Session 1.1 Session 1.2
Chairperson: Kiane GOUDARZI Chairperson: Chiara ORSINGHER
Niklas BARWITZ
Peter MAAS
Value Creation in an Omnichannel World: Understanding the Customer Journey Romain CADARIO
Jonas HOLMQVIST
The interplay of service experience and online consumer ratings
Irene NG
Susan WAKENSHAW 
The Internet-of-Things: Review and Research Directions 

Jochen WIRTZ
Valarie ZEITHAML
 

Strategic approaches for achieving cost-effective service excellence

10:00-10:30

BREAK

10:30-12:00

Session 2.1 Session 2.2
Chairperson: David BOWEN Chairperson: Rohit VERMA
 Yves VAN VAERENBERGH  The impact of service failures on organizational attractiveness as an employer  Florence JACOB  Producing the customer experience: using the tools of Design thinking to better manage customer participation
 Eva K. HAMMES
Gianfranco WALSH 
Service employees’ job demands and two types of deviance: The moderating role of organizational resources  Arafat RAHMAN
Peter BJÖRK
Transformative Service: Leveraging Future Progresses through an Inclusive Approach

12:00-13:30

LUNCH

13:30-15:30

Session 3.1 Session 3.2
Chairperson: John BATESON Chairperson: Pierre EIGLIER
Kaat DE POURCQ
Paul GEMMEL
Katrien VERLEYE
Designing the customer journey in a service delivery network - evidence from cancer patient treatment

Laure AMBROISE
Sophie PEILLON
Isabelle PRIM- ALLAZ
C
hristine TEYSSIER

Servitization strategy and financial performance of manufacturing SMEs: a necessary alignment between the service concept and the operational service system
Griet VAN DER VURST
Bart LARIVIERE
Taking a regulatory fit perspective for understanding employees in their work context Maxwell H GREEN
Philip DAVIES
Two strands of servitization: a thematic analysis of traditional and customer co-created servitization and future research directions

15:30-16:00

BREAK

16:00-16:15

Forum Session Chairman : Kiane GOUDARZI
Ali RAZA,  What it means to be aligned with the brand positioning for frontline employees

 

Publishing on services and teaching services

16:15-17:00

Meet the editors : Barry BABIN and Jo HAIR

17:00-18:00

Innovative Approaches and Resources for Teaching Services: Rohit VERMA

18:00

WINE TASTING among service-minded people

20:30

DINNER

THURSDAY 2-06-2016

8:30-10:00

Session 4.1 Session 4.2
Chairperson: Yves VAN VAERENBERGH Chairperson: Jochen WIRTZ
Jonas HOLMQVIST
Johannes KRAAK
The authentic service employee:perception of authenticity in service employees’ language use Nick LOW
Andi SMART
Laura PHILLIPS
Designing for customer experience in non-hedonic service contexts: an exploratory study
Olivier MORRISSON
Dominique CRIE 
Consumer forgiveness: a semanthic analysis Elodie MALLOR The evolution of cumulative satisfaction in customer relationship: the case of hedonic service experiences.

10:00-10:30

BREAK

10:30-12:00

Session 5.1 Session 5.2
Chairperson: Lionel NICOD Chairperson: Sylvie LLOSA
Willemijn VAN DOLEN
CHARLES WEINBERG
Ma LEIMING 
Are you listening? An empirical investigation of a child-helpline Michael J. DIXON
Liana VICTORINO
Robert J. KWORTNICK
Surprise, anticipation, and sequence effects in the design of experiential services
Tobias KRAEMER
Julia DONSBACH
Sven HEIDENREICH
Matthias H.J. GOUTHIER 
The good, the bad, and the ugly – how emotions affect online customer engagement behavior Sara VALENTINI
Alexandra POLYAKOVA
Getting emotional twice: an analysis of patterns of emotional states after failure and recovery

12:00-12:45

LUNCH

13:15-19:00

OUTING TO THE ISLE OF PORQUEROLLES 

20:00

GALA DINNER AT THE BEACH : Restaurant "La Plage" 

 FRIDAY 03-06-2016

8:30-10:00

Session 6.1 Session 6.2
Chairperson: Bart LARIVIERE Chairperson: Tobias KRAEMER
Marcin LIPOWSKI
Ilona BONDOS
Understanding the consumer’s channel selection process: Cross-generation differences in channel perception at pre-purchase stage

Fengjie PAN

Customer involvement in service innovation: The case of the advertising industry
Annelies COSTERS
Yves VAN VAERENBERGH

Anja VAN DEN BROECK
What if customers could pay what they want? Employees' reactions to pay-what-you-want pricing systems Claire-Lise ACKERMANN
Adrien PALMER
Service trial and its effects on attitude change

10:00-10:30

BREAK

10:30-11:15

Session 7.1. Session 7.2.
Chairperson: Christèle CAMELIS Chairperson: Isabelle PRIM-ALLAZ
Johan OLAISEN
Bo EDVARDSSON
Oivind REVANG
Intellectual property rights as basics for collaborative trust, knowledge sharing and innovation Simon HAZÉE
Cécile DELCOURT
Yves VAN VAERENBERGH
Sharing goods? Yuck, no! An investigation of product contamination in access-based services

11:15-12:15

ROUND TABLE: Research Insights Across Disciplines
Chairpersons: John BATESON, David BOWEN, Pierre EIGLIER and Rohit VERMA

12:15-14:00

LUNCH

 

Contact

The administrative officer Jeanette Theokritoff 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

 


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 Tuesday May 31th 2016 at any time, but rooms are available after 4:00pm. Those wishing to arrive before Tuesday should contact Jeanette Theokritoff for information (lalonde@iae-aix.com). We strongly recommend that you arrive at TOULON or HYERES 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 : http://www.voyages-sncf.com. 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 Jeanette Theokritoff to book a taxi pickup (Toulon-Hyères, Nice, Marseilles 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

For your travel itinerary: use Mappy - a useful and fully detailed itinerary can be printed out (several languages available, including English) from your point of departure e.g. Nice Airport / Station (06), Marseilles (13), Toulon (83) - and showing La-Londe-les-Maures (83) as your point of arrival. http://en.mappy.com

More information is available on the La Londe Tourist Office website: http://www.ot-lalondelesmaures.fr