Service Operations in the Information Era

Track Title: Service Operations in the Information Era

Track Chair: David Xin Ding, Unviersity of Houston, xding@central.uh.edu,

Track Description:
The advancement in information technology including self-service technology, mobile technology, and social network has dramatically changed how service organizations operate both their front offices and back offices. The integration of information technology in service operations opens up new opportunities and challenges, ranging from mass customization to service co-creation. The special track for Service Operations in the Information Era invites researchers and practitioners from decision sciences, information systems, and service research to submit original, unpublished research abstracts to address issues pertaining to information technology in service operations. Submissions are solicited to span multiple scales – from technology application to service innovation, and customer experience management. Special areas of interest for this special track include, but are not limited to the following themes:

Suggested topics include (but are not limited to):
Service innovation

  • Mass customization
  • Co-creation
  • SDL (Service dominant logic)

Technology application

  • Usability and technology acceptance
  • Outsourcing
  • IT investment
  • Service productivity

Customer experience management

  • Experience design
  • Social networking
  • Mobile technology