August 4-6, 2013
Harrah’s, Las Vegas, NV

Theme: Customer Centricity

Attached please find the Call for Papers for this year’s Service Management and Science Forum.

For additional information please go to the conference website at: http://atcweb.bentley.edu/conferences/service2013/

Conference Highlights:

Invited Speakers:

Patrick Jordan, COO Newton-Wellesley Hospital, Newton, MA

Doug Woodard, Vice President, Customer Service Operations, Card Capital One

Mary Jo Bitner, Professor of Marketing and PetSmart Chair, Arizona State University

Chris LaFratta, Director of Remote Services, Elekta Medical Equipment

Tour of Zappos Headquarters and Call Center:

Zappos, one of the world leaders in customer service, has its headquarters and call center operations in nearby Henderson, Nevada.  You can make individual arrangements to tour these facilities through the following link:

http://www.zapposinsights.com/tours/zappos-tour-experience

Doctoral Student Consortium:

The Doctoral Student Consortium will be held on Sunday, August 4, 2012 beginning at 12:00 noon.
For additional information contact Liana Victorino at lianav@uvic.ca

For additional information please contact Program Co-Chairs:

Gaby Odekerken
Maastricht University School of
PO Box 616, 6200MD Maastricht
The Netherlands
Email: g.odekerken@maastrichtuniversity.nl
TEL: +31 433883618

Professor Andi Smart
University of Exeter Business School
Exeter, United Kingdom
Email: P.A.Smart@exeter.ac.uk
TEL: +44 (0)7974949820
Joy Field
Boston College
Chestnut Hill, MA 02467 USA
Email: fieldjo@bc.edu
TEL: 1-617-552-0442