1st Academic-Practitioner Research with Impact Workshop
“Customer Experience Management (CEM) and Big Data”
Monday 18th-Tuesday 19th January, 2016
Workshop location: Chancellors Hotel, Chancellors Way, Moseley Road, Fallowfield, Manchester, U.K. M14 6NN
Introduction
The Customer Management Leadership Group (CMLG), led by Professor John Murphy at Alliance Manchester Business School (AMBS), has been sharing the latest academic thinking around customer experience issues with practitioners from blue-chip companies in workshop settings for over 13 years. This year, in conjunction with the AMBS Big Data Forum and the Centre for Service Management (CSM) at Loughborough University’s School of Business and Economics, we plan a 2-day invitational workshop to help academics work with companies and academics across disciplines to tackle topics identified by 5 past or present CMLG member companies working in services and facilities outsourcing, transport, retail, banking and manufacturing sectors. Details of CMLG member companies can be found here: https://research.mbs.ac.uk/customer-leadership/Ourmembers.aspx
Purpose
The aim of the workshop is for five groups of academics from differing disciplines to develop research papers based on topics identified by the companies. These will involve topics in the areas of ‘Customer Experience Management (CEM)’, ‘Big Data’ or both.
Benefits for Academics
– Opportunity to work with leading academics and well-established research teams from a range of universities and research disciplines.
– Papers emerging from the workshop will be considered for publication in a potential special section of the prestigious Journal of Services Marketing, which has always focused on the importance of publishing works that are both of interest to scholars and relevant to practitioners.
– Papers will be based on a topic/ range of problems identified by 5 companies and thus any publication could have research impact because the implications may influence the companies to change processes.
– Opportunities for ongoing dialogue and development of research networks with well-known companies and potential data access.
Workshop Format
The 5 companies involved have presented us with a range of CEM & Big Data topics. These have been outlined within themes listed below:
In advance: Chairpersons will be appointed to liaise with the companies for each theme. The chairperson will be introduced to research contact(s) at the company or companies concerned with their theme and through communication with these research contacts will build a picture of the nature of the topics concerning the companies and start to identify potential research routes. Approximately 4-6 researchers will then be allocated to each theme. You will be informed whether your application has been successful and your allocated theme by 21st December 2015. You will then need to pay for accommodation and/or subsistence. Please note that we reserve the right to allocate you to any of the topics but will attempt to allocate you to your preferred options.
 |
We are thrilled to confirm that, Steve Baron, Professor of Marketing, Co-Editor of the Journal of Services Marketing will attend the workshop and lead the review of the closing presentations. Papers emerging from the workshop will be considered for publication in a potential special section of the prestigious Journal of Services Marketing
We are delighted to confirm the following chairpersons for our papers: |
 |
1. Service and customer experience measurement: metrics, processes and operations and customer perceived value in their experience Chair: Tim Keiningham, Chief Strategy and Client Officer, Rockbridge Associates, Co-author, The Wallet Allocation Rule |
  |
2. CRM, customer engagement and Big Data Co-Chairs: Lerzan Aksoy, Associate Dean of Undergraduate Studies and Professor of Marketing at the Gabelli School of Business, Fordham University, Co- author, The Wallet Allocation Rule, Co-Chair the American Marketing Association (AMA) Special Interest Group Service Marketing (SERVSIG) Werner Kunz, Associate Professor of Marketing, Director of the Digital Media Lab at University of Massachusetts Boston, Co-Chair the American Marketing Association (AMA) Special Interest Group Service Marketing (SERVSIG) |
 |
3. Employee recruitment and training to improve the customer experience Chair: Gianfranco Walsh, Professor of Marketing, Chair of General Management and Marketing, Friedrich Schiller University of Jena |
  |
4. Developing capabilities to switch from goods-dominant logic to a service-dominant logic Co-Chairs: Judy Zolkiewski, Professor of Marketing, Head of Marketing Group, Alliance Manchester Business School at The University of Manchester. Vicky Story, Reader in Retailing and Marketing, Head of Marketing and Retailing Division, School of Business and Economics, Loughborough University |
 |
5. Leadership and culture change for a Big Data future Chair: Martin Wetzels, Professor of Marketing and Supply Chain Research, School of Business and Economics, Marketing and Supply Chain Management, Maastricht University |
How to participate – Apply to be selected to attend the event by submitting:
1) A short biography outlining areas of research interest/ expertise, key journals published in. A brief position statement (up to 500 words) with the following information: Which theme would you like to select? Why would you like choose this specific theme? What research have you conducted in area of your chosen theme?
2) Choice of preferred theme (see table above and application link below).
Apply via: http://mbs.az1.qualtrics.com/SE/?SID=SV_e2nfTewFGjEQChL
Submission deadline:Monday 14th December 2015, 1pm
Registration fee/Accommodation payment deadline:Thursday 7th January, 2016
More information and a detailed agenda can be found here. Please contact Victoria.Mansfield@manchester.ac.uk if you have any questions
We, the organizing committee, look forward to welcoming you to the workshop
 |
Jamie Burton, Senior Lecturer and Research Director for the CMLG, Alliance Manchester Business School Jamie.Burton@manchester.ac.uk |
 |
Linda Nasr, Lecturer, Alliance Manchester Business School, Linda.Nasr@manchester.ac.uk |
 |
Thorsten Gruber, Co-Director, Centre for Service Management (CSM), Loughborough University’s School of Business and Economics,Thorsten.Gruber@lboro.ac.uk |
 |
Dawn Holmes, CMLG Consultant, Dawn.Holmes@manchester.ac.uk |
 |
Victoria Mansfield, CMLG Administrator, Victoria.Mansfield@manchester.ac.uk |
A collaboration of:
