{"id":15249,"date":"2026-01-29T02:32:41","date_gmt":"2026-01-29T07:32:41","guid":{"rendered":"https:\/\/www.servsig.org\/wordpress\/?p=15249"},"modified":"2026-01-29T02:36:55","modified_gmt":"2026-01-29T07:36:55","slug":"servsig-special-sessions-at-the-winter-ama-in-madrid","status":"publish","type":"post","link":"https:\/\/www.servsig.org\/wordpress\/2026\/01\/servsig-special-sessions-at-the-winter-ama-in-madrid\/","title":{"rendered":"SERVSIG Special Sessions at the Winter AMA in Madrid"},"content":{"rendered":"\n
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If you attending the AMA Academic Winter Conference in Madrid, please consider attending the SERVSIG special session:<\/p>\n\n\n\n

Topic:
Firm Innovativeness And Service Innovation Through The Customer Lens: Insights, Inspiration, And Collaboration<\/strong><\/p>\n\n\n\n

Date:<\/strong> Saturday, 14 February, 17:00-18:30 <\/p>\n\n\n\n

Location<\/strong>: Venue – Stuttgart Dresden, Madrid Marriott Auditorium Hotel, Spain<\/p>\n\n\n\n

As part of the AMA SERVSIG<\/strong> community\u2019s ongoing efforts to advance impactful service research, this special session explores service innovation<\/strong> and firm innovativeness<\/strong> through the customer lens. <\/p>\n\n\n\n

This special session brings together leading scholars to share diverse and thought-provoking perspectives on service innovation and firm innovativeness as perceived by customers. Five inspirational talks<\/strong> will showcase cutting-edge research spanning industries, cultural contexts, and methodological approaches, offering a multidimensional view of the research field.<\/p>\n\n\n\n

Following the inspirational talks is an interactive segment<\/strong> designed to engage participants in collaboratively exploring key challenges and promising directions within customer-centered service innovation research. <\/p>\n\n\n

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If you are also interested in the field of company innovativeness, please consider submitting to the upcoming special issue in the Journal of Service Management (JOSM)<\/a>.<\/em> <\/p>\n\n\n\n

The inspirational research talks will be <\/p>\n\n\n\n

Talk 1       Consumer Perceptions of Data Use and Their Influence on Firm Evaluations
<\/strong>Kristina Heinonen, Hanken School of Economics, Helsinki, Finland
Arafat Rahman, Hanken School of Economics, Helsinki, Finland<\/p>\n\n\n\n

Talk <\/strong>2       Customer emotional reactions to innovation and their effect on perceived firm attractiveness
<\/strong>Line Lervik-Olsen, Norwegian Business School and Norwegian School of Economics
Seidali Kurtmollaiev, Kristiania University College, University of South Eastern Norway, and Norwegian School of Economics, Norway<\/p>\n\n\n\n

Talk <\/strong>3       Customer-Centric Innovation: Dual Pathways to Market Attractiveness
<\/strong>Lola C. Duque, Universidad Carlos III de Madrid, Spain
Luis Santamar\u00eda, Universidad Carlos III de Madrid, Spain
Tor W. Andreassen, Norges Handelsh\u00f8yskole (NHH), Norway<\/p>\n\n\n\n

Talk <\/strong>4       Linking consumer perception of sustainability to perceived company innovativeness.<\/strong>
Helle Alsted S\u00f8ndergaard, Aarhus University, Denmark
Lina Jacobsen, Aarhus University, Denmark
Darius-Aurel Frank, Aarhus University, Denmark<\/p>\n\n\n\n

Talk <\/strong>5       Exploring the Link Between Service Firm Innovativeness and Customer Experience
<\/strong>Aku Valtakoski, Department of Business and Engineering, Link\u00f6ping University, Sweden
Yijun Sui, Department of Business and Engineering, Link\u00f6ping University, Sweden<\/p>\n\n\n\n

Talk 6       Igniting Purpose: Epiphanies as Catalysts for Transformative Service Leadership
<\/strong>Lerzan Aksoy, Fordham University, USA
Tim Keiningham, St. John\u2019s University, USA<\/p>\n\n\n\n

Discussant & Facilitators <\/strong><\/p>\n\n\n\n