“Service Imperatives in the New Economy – Enhancing Customer Experience”

4th IRSSM
International Research Symposium in Service Management (India July 2-6, 2013)
Service plays a significant role in the economy of every nation and every business in the marketplace.
Service sectors permeate every aspect of our daily lives and every part of the economy. It is service
that underpins the strength of every person and which lies at the very hub of the economic activity of
society and/or country, irrespective of where we live. This new paradigm of ‘service’ has transformed
both the industry and the customer. The global advancement of service knowledge and practice is
therefore imperative in motivating the next generation of service researchers, teachers and
practitioners. This international research symposium in service management (IRSSM) will bring
together researchers, teachers, practitioners and students from various service sectors and provide
them with a unique forum for sharing the latest theories and practices prevalent in dynamic service
economies. The symposium illuminates the latest thinking in services, combined with aspects of
technology, social science, and business.
The theme of the symposium “Service Imperatives in the New Economy: Enhancing Customer
Experience” is the fourth symposium in the series. The symposium invites conceptual or empirical
research presentations, and/or country context case studies, thus enabling both academics and
practitioners to understand the socio-cultural, economic and technological influences on services.
Delegates are invited to present completed research projects or work in progress. Symposium
attendees will include both academicians and practitioners. Submissions and presentations must
therefore address both the theoretical and practical implications of the findings. Parallel tracks of
refereed presentations will enable authors to obtain constructive feedback about their study.
In addition to a high quality research experience, we hope to provide a memorable social program that
will give delegates the opportunity to explore the beauty of Kerala- The God’s Own Country.
CALL FOR PAPERS
The symposium organizing committee invites a one page abstract submission (maximum 500 words).
All abstracts should be formatted to facilitate a double blind review process. Authors’ names and
details, including names of all coauthors plus affiliations and addresses for general correspondence
(including email address) of each author, topic code, and a brief bio (maximum 100 words) of the
presenter should appear on a separate cover page that will be removed prior to the double blind review
process. Papers may focus on any sector, but should draw from the service management or service
marketing literature. No author should have more than three submissions, as either a single or a coauthor.
Preference will be given to those submissions that show evidence of a clear contribution to the
present body of theoretical knowledge in services.
All abstracts should be submitted to the symposium office as a word.doc attachment to
. Authors of accepted abstracts will have the option of publishing either an
extended abstract (2500 words) or a complete paper (5000-6000 words).
Only full paper submissions will be considered for the best paper award, young service researcher
awards, and for the Journal special issue. Full paper submissions should follow Journal of Service
Management’s (JOSM) format style. Please see the following link to JOSM website.
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You are kindly requested to send your paper or abstract to
Abstract Submission Deadline: January 15, 2013

Topics of interest forthe symposium include but are not limited to studies on:

1. Service management
3. Service localization and globalization
5. Service design
7. Human resources in services
9. Transport & retailing services
11. Supply chain services
13. Professional services
15. Service operations and outsourcing
17. Health care services
19. Public sector services
21. Health and Wellness Services
2. Service innovation
4. Service marketing and branding
6. Relationship marketing
8. Accounting and financial services
10. Tourism and hospitality services
12. Communication services
14. Sports and event services
16. E-services and business
18. Service dominant logic
20. “T” Shaped Thinking
22. Other topics in services
Important Dates
· Abstract Submission Deadline: January 15, 2013
· Notification of Abstract Acceptance: February 05, 2013
· Submission of Extended Abstract or Full Paper: March 20, 2013
· Notification of Extended Abstract and Full Paper Acceptance: April 20, 2013
· Submission of Final Revised Paper: May 20, 2013
· Registration of Authors (Early Bird): April 20 – May 20, 2013
· Registration of Authors (Regular): May 21 – June 26 , 2013
· Conference: July 2-6, 2013