Service Management and Science Forum, June 24 -26, 2016, Melbourne,

Deadline extended to March 28!!!


Save the Dates



The 11th Annual Meeting of the


Service Management and Science Forum


June 24 -26, 2016


Swinburne University of Technology

Hawthorn, Melbourne, Victoria, AUSTRALIA






Managing Service in the Era of Social Media and the Role of Business Analytics


Meeting Announcement

The Service Management and Science Forum is a transdisciplinary meeting involving academics and practitioners from all disciplines and organizations that focus on service delivery processes and the service systems that support them. The conference has attracted a number of established researchers across operations, marketing, information technology, design, engineering, and human resource management from higher education institutions and businesses.


The explosion in the use of social media by individuals and organizations provides opportunities for service scientists to examine the role that social media potentially might have in the delivery of quality service. Recently, Aral, Dellarocas & Godes (2013, p. 9) have noted:


There is, currently, little understanding with respect to the best ways in which companies should organize and manage social media. There is no consensus with respect to how responsibility for social media should be allocated within organizations, how social media activities should be funded and governed, what should be outsourced, and what broader changes with regard to an organization’s structures, processes, leadership, training, and culture are needed to harness the potential of the transformative force. There is no established path of activities that lead a company down the path of “social readiness,” and there are no widely accepted industry-specific best practices.


Together with social media data, Big Data and technology are dramatically changing customer service expectations and customer service experiences.  One of the major fuels of this change is the emerging field of business analytics. Business analytics provides the tools to predict, report, and enhance the customer service experience.


This conference therefore encourages submissions that focus not only on the management of services in the era of social media but also business analytics, and especially submissions that are at the intersection of the two.


Keynote Speakers: To Be Determined


Information for Contributors:

Individuals from academia, business and government are invited to submit refereed research papers, non-refereed research abstracts, and proposals for workshops, panels, and symposia. All submissions should have a clear focus on service management and are encouraged to be transdisciplinary in nature; that is, they should involve more than a single traditional discipline. Submissions consistent with the theme of social media in service management are particularly encouraged, but any topic appropriate to service management and/or service science will be welcome.


Submission Deadlines:

The submission deadline for refereed research papers is March 2, 2016. The submission deadline for non-refereed research abstracts and proposals is March 15, 2016.


Additional details about the 2016 Forum will be forthcoming. In the interim, please mark the dates on your calendar and for more information please contact:

Special Issue of Service Science:

There will be a special issue of Service Science with the same focus as this Forum, and will have the title “Managing Service in the Era of Social Media and the Role of Business Analytics.” Selected refereed papers submitted to the 2016 Service Management and Science Forum will be invited to be submitted for this special issue. The deadline for this special issue will be October, 2016.



Program Co-Chairs:

Michael Dixon

Ivey Business School – Western University

London, Ontario, N6G 0N1 Canada



Ronald Klimberg

St. Joseph’s University

Philadelphia, PA 19131 USA



General Chair:

Mark M. Davis

Bentley University

Waltham, MA 02452 USA



Local Arrangements Chair:

Lester W. Johnson

Swinburne Business School

Swinburne University of Technology

Hawthorn, VIC 3122 Australia



Doctoral Student Consortium Coordinator:

Christoph Breidbach

University of Melbourne

Melbourne, VIC 3010 Australia


One Comment

  1. From: “Davis, Mark”
    To: “Davis, Mark”

    Date: 03/13/2016 11:29 AM
    Subject: Extended Deadline – Call for Papers – Service Management and Science Forum – Melbourne, Australia – July 8-10, 2016 (NEW DATES)

    Attached please find the Call for Papers for the 2016 Service Management and Science Forum, which will take place in Melbourne, Australia on July 8-10, 2016. Please note that the deadline for the Call for Papers for refereed papers has been extended to March 28, 2016 (The deadline for refereed papers on the conference website will be updated shortly to reflect the extension).


    Mark M. Davis,
    General Chair, 2016 Service Management and Science Forum

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