{"id":1826,"date":"2015-10-29T17:40:27","date_gmt":"2015-10-29T17:40:27","guid":{"rendered":"http:\/\/www.servsig.org\/wordpress\/?p=1826"},"modified":"2015-10-29T17:44:32","modified_gmt":"2015-10-29T17:44:32","slug":"cfp-service-science-high-tech-high-touch","status":"publish","type":"post","link":"https:\/\/www.servsig.org\/wordpress\/2015\/10\/cfp-service-science-high-tech-high-touch\/","title":{"rendered":"CfP Service Science: High Tech High Touch"},"content":{"rendered":"<p><a href=\"http:\/\/www.servsig.org\/wordpress\/wp-content\/uploads\/2014\/09\/xService-Science_medium.jpg.pagespeed.ic_.w2rZ6IIddI.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"alignright wp-image-449 size-full\" src=\"http:\/\/www.servsig.org\/wordpress\/wp-content\/uploads\/2014\/09\/xService-Science_medium.jpg.pagespeed.ic_.w2rZ6IIddI.jpg\" alt=\"xService-Science_medium.jpg.pagespeed.ic.w2rZ6IIddI\" width=\"162\" height=\"212\" \/><\/a><\/p>\n<p style=\"text-align: center;\"><em>Special Issue \u2013 Service Science<\/em><\/p>\n<p><strong>Co-creating the Customer Service Experience with High Tech and High Touch<\/strong><\/p>\n<p><strong>Co-Editors:<\/strong><\/p>\n<p>Mark M. Davis, Bentley University; David Ding, University of Houston<\/p>\n<p><strong>Deadline for Submissions:<\/strong><\/p>\n<p>November 15, 2015<\/p>\n<p><strong>Focus of Special Issue:<\/strong><\/p>\n<p>In today\u2019s highly competitive environment, there is a growing need to provide customers with a truly memorable experience to increase both customer satisfaction and customer loyalty. Customer experience has been operationalized in different ways, such as \u201cmemorable events\u201d (Pine &amp; Gilmore, 1999) or clues that customers can see, smell, taste, hear, or perceive while interacting with service systems (Berry &amp; Carbone, 2007). Today, a customer\u2019s experience resulting from the interaction with a service provider requires a combination of high tech and high touch, depending on the type of service and therefore is generally heterogeneous. For instance, an experience at a Disney theme park is largely different from an experience at an Apple or Microsoft store.<\/p>\n<p>This special issue will focus on research that addresses how to enhance the customer service experience. Though many approaches are possible, we expect research in this area will often require a transdisciplinary approach that includes operations, marketing, technology and human resources, among other disciplines. We seek high-quality manuscripts that contribute to conceptual, empirical, and analytical insights of the customer experience. Topics of interest include but are not limited to:<\/p>\n<ul>\n<li>Frameworks for managing the customer experience<\/li>\n<li>Models of customer experience<\/li>\n<li>Customer experience in specific service industries<\/li>\n<li>Relationships between customer experience and service excellence<\/li>\n<li>Service provider-customer relationship through the service experience<\/li>\n<li>Factors driving customer experience<\/li>\n<li>Service innovation with customer experience<\/li>\n<\/ul>\n<p>Important Dates<\/p>\n<ul>\n<li>Submission deadline: <strong>November 15, 2015<\/strong><\/li>\n<li>Expected Publication date: <strong>September 2016<\/strong><\/li>\n<\/ul>\n<p>All submissions must be made through the Service Science submission portal at<\/p>\n<p><a href=\"http:\/\/pubsonline.informs.org\/page\/serv\/submission-guidelines\" target=\"_top\">http:\/\/pubsonline.informs.org\/page\/serv\/submission-guidelines<\/a>.<\/p>\n<p>All manuscripts must follow INFORMS publication requirements and will go through a double-blind peer review.<\/p>\n<p>Questions about this special issue can be addressed to co-editors:<\/p>\n<ul>\n<li>Mark Davis (<a href=\"mailto:mdavis@bentley.edu\">mdavis@bentley.edu<\/a>)<\/li>\n<li>David Ding (<a href=\"mailto:xding@uh.edu\">xding@uh.edu<\/a>)<\/li>\n<\/ul>\n<p><strong>References:<\/strong><\/p>\n<p>Berry, Leonard L., and Lewis P. Carbone (2007), \u201cBuild Loyalty Through Experience Management,\u201d Quality Progress, September, pp. 27-32.<\/p>\n<p>Pine, B. Joseph, II, and James H. Gilmore (1999), \u201cWelcome to the Experience Economy,\u201d Harvard Business Review, vol. 76. No. 4, July-August, pp. 97-105<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Special Issue \u2013 Service Science Co-creating the Customer Service Experience with High Tech and High Touch Co-Editors: Mark M. Davis, Bentley University; David Ding, University of Houston Deadline for Submissions: November 15, 2015 Focus of Special Issue: In today\u2019s highly competitive environment, there is a growing need to provide customers with a truly memorable experience [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":449,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5,10],"tags":[],"_links":{"self":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts\/1826"}],"collection":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/comments?post=1826"}],"version-history":[{"count":3,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts\/1826\/revisions"}],"predecessor-version":[{"id":1842,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts\/1826\/revisions\/1842"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/media\/449"}],"wp:attachment":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/media?parent=1826"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/categories?post=1826"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/tags?post=1826"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}