Final Program Schedule

Wednesday, June 17, 2009 | Thursday, June 18, 2009 | Friday, June 19, 2009

Wednesday, June 17, 2009
8:30 – 5:00	Doctoral Student Consortium (SMI 303 & SMI 304)
5:30 – 7:00	Welcoming Reception (Faculty & Staff Dining Room - 3rd Floor, LaCava)
Thursday, June 18, 2009
7:15 – 8:00	Continental Breakfast and Registration (Dandes Room - G340, Adamian)
8:00 – 8:05	Opening Remarks – Mark Davis, Bentley University (Grad Commons - G341, Adamian)
8:05 – 8:15	Welcome to Bentley – Mike Page, Dean of Business, Bentley University
8:15 – 9:00	Service Science Update – Paul Maglio, Senior Manager, Service Systems Research, IBM, Almaden Research Center, San Jose, CA, "Five Years of Service Science"
9:00 – 10:00	Keynote Speaker: Jared Miller, Director, Self-Service, Continental Airlines, Houston, TX, "Enhancing the Customer Experience through Self-Service Innovations at Continental Airlines"
10:00 – 10:15	Coffee Break (Dandes Room - G340, Adamian)
10:15 – 11:45	Plenary Session (Grad Common - G341, Adamian)
Session Title	Service Innovations in Health Care: Part I
	Session Chair: James Salsbury, Bentley University Presentations:
	Patrick Jordan, COO, Newton-Wellesley Hospital, Newton, MA, “Newton-Wellesley Hospital – Rising from the Ashes”
	Stephen Katz , CMO, Vassar Brothers Medical Center, Poughkeepsie, NY Daniel Aronzon, CEO, Vassar Brothers Medical Center, Poughkeepsie, NY “The Art & Science of Service: Innovation – Is That All There Is?”
11:45 – 12:30	Lunch (Dandes Room G340, Adamian)
12:30 – 1:15	Keynote Speaker: John Goodman, Vice-Chairman, TARP Worldwide, Arlington, VA, "Barriers to Service Innovation" (Grad Commons - G341, Adamian)
1:15 – 2:45	Parallel Sessions
	Workshop: Expressive Service Blueprinting: Charting the Emotive Qualities of a Service Experience (Classroom - G362, Adamian)
	Facilitator: Susan Spraragen, IBM – TJ Watson Research Center, Hawthorne, NY
	This workshop will teach the expressive service blueprinting method and provide participants with experience in drawing blueprints from actual scenarios. The following topics will be covered in the workshop: expressive service blueprinting components, a suggested blueprinting method, and a blueprint example.
	Session Title: Service Marketing, Segments and Focus (Classroom - G360, Adamian)
	Session Chair: Jos Lemmink, University of Maastricht, Maastricht, The Netherlands
	Paper: Evolving Techno-Ready Customer Segments in the Hospitality Industry
	Authors: Liana Victorino, University of Victoria, Victoria, British Columbia, Canada
	Ekaterina Karniouchina, Chapman University, CA
	Rohit Verma, School of Hotel Administration, Cornell University, Ithaca, NY
	Paper: Marketing and Buying of Professional Services: Choice Matrix
	Author: Silvia Hodges , Nottingham Trent University, Nottingham, UK
2:45 – 3:00	Break (Dandes Room G340, Adamian)
3:00 – 4:30	Parallel Sessions
	Panel: Using Analytics to Improve the Customer Experience (Grad Commons - G341, Adamian)
	Moderator: Sam Woolford, Bentley University, Waltham, MA
	Panelists: Larry Mosiman, Product Marketing Manager, SAS Institute, Inc., Cary, NC, “Analytics and the Customer Experience”
	Jeffrey T. Kreulen, IBM, Almaden Research Center, San Jose, CA “Business Analytical Services: Transforming Information into Value”
	Session Title: Customer Collaboration & Co-Creation (Classroom - G340, Adamian)
	Session Chair: Joy Field, Boston College, Chestnut Hill, MA
	Paper: Customer Collaboration in a Gift Society
	Author: James A. Fitzsimmons , McCombs School of Business, University of Texas at Austin, Austin, TX
	Paper: Taking Support Groups from Good to Better to Best
	Author: A. Dawn Lesh, President of A. Dawn Lesh International, New York, NY
	Session Title: Service Design (Classroom - G362, Adamian)
	Session Chair: Robert Linsky, Senior Vice President, Design, NEPS , LLC, Salem, NH
	Paper: Service as Design
	Author: Shelley Evenson, School of Design, Carnegie-Mellon University, Pittsburgh, PA
	Paper: Enthusiasm in Service? A Research Project on the Design of the Unexpected
	Author: Birgit Mager, Köln International School of Design, University Of Applied Sciences, Cologne, Germany
	Paper: Meeting the Challenge of Service Intangibility: Are Top Universities More Innovative in the Implementation of Images and Color in Their Homepages?
	Authors: Iris Vilnai-Yavetz , Ruppin Academic Center, Emek Hefer, Israel Sigal Tifferet, Ruppin Academic Center, Emek Hefer, Israel
5:15	Bus departs from Bentley for dinner cruise
5:30	Bus departs Doubletree Hotel for dinner cruise
10:45	Bus returns to Doubletree Hotel
11:00	Bus returns to Bentley
Friday, June 19, 2009
7:45 – 8:15	Continental Breakfast and Registration (Dandes Room G340, Adamian)
8:15 – 9:15	Keynote Speaker: Patrick Harker , President, University of Delaware, Newark, DE, "The Science and Art of Service Management: Customer Efficiency Management (CEM)" (Grad Commons - G341, Adamian)
9:15 – 10:40	Plenary Session: Innovations in Healthcare II (Grad Commons - G341, Adamian)
	Panel: “Combining Art and Science in the Co-Creation of Value for Patients and Staff,”
	Moderator: Lilian Wu, IBM, University Relations and Innovation, TJ Watson Research Center, Yorktown Heights, NY
	Panelists: Susan Shaw, Director, Clinical Operations, Nursing Patient Services, Children's Hospital Boston, Boston, MA
	Margaret Vosburgh, COO, Tufts Medical Center, Boston, MA
10:40 – 11:00	Coffee Break (Dandes Room G340, Adamian)
11:00 – 12:30	Parallel Sessions
	Panel Title: How Manufacturers Use Service for Competitive Advantage (Grad Commons - G341, Adamian)
	Moderator: Irene Ng, University of Exeter, Exeter, United Kingdom
	Panelists:  Brian Anderson, Vice-President of Marketing, Axeda Corporation, Foxboro, MA, "How Remote Services Create Value for Manufacturers"
	Chris LaFratta, Director, Global Services Engineering Programs, Philips Healthcare, Andover, MA, “Transitioning from Reactive to Proactive Service by Leveraging Remote Monitoring Technologies”
	Stephen T. Hurley, Managing Director, Solutions Insights, Inc. Westwood, MA,  “Leveraging a Solutions Approach to Guarantee Product Impact”
	Session Title: Measuring Dimensions of Services (Classroom - G362, Adamian)
	Session Chair: Maryann Billington, Chief Client Officer, Lore International Institute, Durango, CO
	Paper: Sequence of Service Bundles
	Authors: Michael J. Dixon, School of Hotel Administration, Cornell University, Ithaca, NY
	Rohit Verma, School of Hotel Administration, Cornell University, Ithaca, NY
	Paper: “If the Phone Doesn’t Ring, It’s Me”: A Software Support Organization’s Response to Excess Costs
	Authors: Vijay Mehrotra, University of San Francisco, San Francisco, CA
	Tom Grossman, University of San Francisco, San Francisco, CA
	Workshop: Design Thinking Applied to Service (Classroom – G360, Adamian)
	Facilitator: Jon Campbell and Craig LaRosa, Continuum, West Newton MA
	This workshop teaches the principles of design thinking for service design and how to apply them to a diverse set of situations. You'll learn by doing through this highly interactive and collaborative experience. You'll gain new perspective on how to define problems and identify solutions, by collaborating in small groups identifying opportunities for meaningful service moments from deep customer insights. You’ll explore the effect of abductive reasoning or the logic of what might be and you'll walk away with tools and approaches that can be applied to your own business challenges.
12:30 – 1:15	Lunch (Dandes Room G360, Adamian)
1:15 – 2:00	Keynote Speaker: Tom Raffio, President and CEO, Northeast Delta Dental, Concord, New Hampshire, "How the Service Guarantee Can Create a Customer-Focused Organization" (Grad Commons - G341, Adamian)
2:00- 3:30	Parallel Sessions
	Workshop: Thinking Outside-In: Identifying New Service Revenue Opportunities (Grad Commons - G360, Adamian)
	Facilitator: Bob Cooper, President, Frontier Service Design, Malvern, PA
	This interactive workshop identifies new service revenue opportunities within existing businesses, regardless of their core orientation, be it products or services. Combining elements of internal enterprise self-awareness, ethnographic research with current and potential customers, and practical technical reviews, this workshop uses case-studies, interactive exercises and real-life "on the spot" scenarios from the audience, to illustrate how to combine hard-nosed business analytics with the softer, more intuitive design aesthetics that ask, "What if?" and "Why not?"
	Session Title: Service Frameworks (Classroom - G362, Adamian)
	Session Chair: Iris Berdrow, Bentley University
	Paper: Linking Customer Needs to Corporate Strategic Intention
	Authors: Xin Ding, University of Houston
	Rohit Verma, School of Hotel Administration, Cornell University, Ithaca, NY
	Yang Huang, University of Houston, Houston, TX
	Paper: Service Innovation and the Role of Science, Technology, Engineering and Mathematics (STEM): Ten Challenges for Industry, Academia and Government
	Authors: Irene Ng, Business School, University of Exeter. Exeter, UK
	Sai S. Nudurupati, Business School, University of Exeter, Exeter, UK
	Paper: Dimensions of Service Quality in Hybrid Services: A Consumer Value Chain Framework
	Authors: Shirshendu Ganguli, ICFAI University, India
	Nada Nasr Bechwati , Bentley University, Waltham, MA
	Abdolreza Eshghi, Bentley University, Waltham, MA
	Session Title: Service Emotional Effects (Grad Commons - G341, Adamian)
	Session Chair: Nancy Weida, Bucknell University, Lewisburg, PA
	Paper: The Cascading Affective Consequences of Exercise among Hotel Workers
	Authors: Vincent P. Magnini , Virginia Tech, Blacksburg, VA
	Gyumin Lee, Virginia Tech, Blacksburg, VA
	BeonCheol (Peter) Kim, Virginia Tech, Blacksburg, VA
	Paper: On the Effect of Customer Anger
	Author: Anat Rafaeli, Technion, Israel Institute of Technology, Haifa, Israel
3:30 – 3:45	Break (Dandes Room G340, Adamian)
3:45 – 4:30	Recap and Summary (Grad Commons - G341, Adamian)