Time Activity Venue6:30-8:00PM Welcome Get Together 4th Floor, Keyan Building,UIBE

Time Activity Title/Speaker Chair Venue

9:00-9:40AM Keynote Speech Consumer Self-control and Marketing Implications by Yuhuang Zheng,Tsinghua University,China Jay Kandampully, Conference Co-Chair, Editor Journal of Service Management, and Professor of The Ohio State University, USA Conference hall, 3rd

Floor, Chengxin Building UIBE

9:40-10:00 AM Coffee/Tea Break

10:00-10:50AM Pannel Discussion Service Innovaiton, Customer Experience and Social Media by Prof. Byron Keating, Prof. Thorsten Gruber , Prof. Hongyan Yu, Prof. Qinhai Ma,Prof. Lifei Wang

Jay Kandampully, Conference Co-Chair, Editor Journal of Service Management, and Professor of The Ohio State University, USA

11:00AM-12:00PM

Session 3/Parallel Seminar 3. 1

Service design

Hongyan Yu Business School, Sun Yat-sen University Parahoo Sanjai K Postgraduate Program Director, e-School of Business and Quality Management (eSBQM),Hamdan Bin Mohammed e-University (HBMeU)

Rm105,Keyan Building

★Using service design process and methods for service design curriculum development(Gerda Mihhailova;Heli Tooman University of Tartu Pärnu College, Estonia)★Does the Effect of Country of Origin Exist in Service Product?—Research on Country of Service Origin and it’s Impact on Consumer Service Evaluation,(ZHANG Hui, WANG Tao Marketing Department,Economics & Management School, Wuhan University, China)★QFD Approach for Evaluating and Improving Environmentally Conscious Service Strategies-(Nur Indrianti Faculty of Industrial Technology, Universitas Pembangunan Nasional "Veteran" Yogyakarta, INDONESIA)★Investigating satisfaction with MRT services: A SEM approach at Dubai metro(Parahoo Sanjai K;Gihad Yakoob Abdelrahim Radi,e-School of Business and Quality Management, HBMeU)

Session 3/Parallel Seminar 3. 2

Service operations and outsourcing

Xiongying Niu,Professor of Business School, UIBE, China Renni Rengganis Magister Science of Management, School Of Business Management, Institute Technology Bandung, Indonesia

Rm108,Keyan Building

★How Could the Control Mechanisms Affect Client Satisfaction in Offshore Outsourcing Project? An Empirical Study from Vendor’s Perspective(Zheng Songyue;Liu Yi(Xi 'an jiaotong university, China)★The Impact of Task Uncertainties on Offshore Outsourcing Performance: The Moderating Role of Internal and external ties(Zhang Qianjun ; Liu Yi(Xi 'an jiaotong university, China)★The Impact of the Fit/Misfit between Task Uncertainty and Vendor’s Control on Offshore Outsourcing Performance in China: The Moderating Role of Client Liaison(Yi Liu;Liang Wang;Yuan Li(School of Management University/Institution:Xi’an Jiaotong University,China)★Implementation of Kaizen as a Competitive Advantage in Food Industry(Renni Renggani:Yessie Fransiska Lydiana (Business Management, Institute Technology Bandung, Indonesia)

12:00-2:00PM Lunch Taishuxi Restaurant

2:00-3:00PM

Session 4/Parallel Seminar 4. 1

Service management

Yi Xie,Business School, UIBE, China Alison Dean ,Newcastle Business School, University of Newcastle, Australia Rm105,Keyan Building

★SERVICE BUSINESS at the BASE OF THE PYRAMID: a bibliographic investigation into the development and future directions of the research domain Heiko Gebauer, EAWAG – Swiss Federal Institute of Aquatic Research;Javier Reynoso - EGADE Business School, Tecnologico de Monterrey, Mexico★Analysis of Operating Room Utilization ,Julyafanny A.;Mursyid Hasan Basri(School of business and Management, InstitutTeknologi Bandung Indonesia)★Intermediary services online: Customer experience as a mediator to brand image and loyalty,Alison M Dean;Stacey Baxter(Newcastle Business School ,The University of Newcastle University Drive Callaghan NSW 2308, Australia)★Effective service recovery as predictors of service trust, service loyalty and intention to recommend Jayraj Roodurmun(University of Mauritius,Mauritius)★Investigating the Interactive Effects of Customers’ Self-Regulatory Focus and Service Recovery Efforts on Customer Satisfaction,Ke "Alan" Chen;Rungting Tu;Ping Tu(University of International Business and Economics, China)

Session 4/Parallel Seminar 4. 2

Tourism and hospitality services &Other topics in services

Mingxia Zhu,Professor of School of International Trade and Economics, UIBE, China Samuel Petros Sebhatu, Business Administration, at CTF - Service Research Centre, Karlstad University, Sweden.

Rm108,Keyan Building

★A Study on Application of Quality Tools and Techniques in Hospital: Case Study in Bandung City,Ilma Nurul Rachmania;Santi Setyaningsih;Merlyn Rakhmaniar &Mursyid Hasan Basri(School of Business Management Institut Teknologi Bandung ,Indonesia)★Understanding Satisfying Service Encounters in Retail Banking – A Dyadic Perspective,Thorsten Gruber;Nathalie Kania(Manchester Business School, UK)★Conceptualization and application of value-configuration spaces in a complex service system Comparative study of Public Transport Services in industrialized and newly-industrialized countries,Samuel Petros Sebhatu;Mikael Johnson1;Bo Enquist1;Heiko Gebauer (Service And Market Oriented Transport Research, Karlstad University, Sweden.)★Responsible Tourism in Rural Area in Malaysia: An integrated Approach,Vahideh Abaeian; Brian C. Imrie;Paolo Mura(taylors.edu.myTaylor’s Business School University/Institution: Taylor’s University, Malaysia)

3:30-3:50PM Coffee/Tea Break Hall,Keyan Building

Time Activity Title/Speaker Chair Venue

8:30-9:00AM At the door Registration Near the entrance of the Conference Hall,3rd Floor, Chengxin Building,UIBE

9:00-9:35AM Welcome and Opening Remarks

Guijun Lin, Vice President of UIBE,ChinaProfessor Libo Fan, Associate Conference Chair ,Business School, UIBE, China

Conference Hall,3rd Floor, Chengxin Building,UIBE

Qiang Wang, Director of Research Dept. UIBE,ChinaGuliang Tang, Conference Co-Chair, Dean of Business School, UIBE,ChinaJay Kandampully, Conference Co-Chair, Editor Journal of Service Management, and Professor of The Ohio State University, USA

9:35-9:50 AM Picture Taking & Coffee/Tea Break All participants

At the entrance of Chengxin Building,UIBE/Near the entrance of the Conference Hall,3rd Floor, Chengxin Building,UIBE

9:50-10:30 AM Keynote Speech 1 Service Business Development in Manufacturing Firms by Dr. Heiko Gebauer,Service And Market Oriented Transport Research, Karlstad University, Sweden Xiucheng Fan, Professor of

Fudan University, ChinaConference hall, 3rd Floor, Chengxin Building

10:30-11:10AM Keynote Speech 2 Service Innovation and design in the network environment by Dr. Xiande Zhao,Professor of Chinese University of Hong Kong

11:30AM-1:30PM Lunch Taishuxi Restaurant

1:30-3:00PM

Session 1/Parallel Seminar 1. 1

Service localization and globalization

Professor Yonggui Wang Professor & Director of IRCSMM, Associate Dean of Business School, UIBE, China) Kun-Hsi Liao, Taiwan Shoufu University, Taiwan

Rm105,Keyan Building

★Toward better services of Shari’ah governance in Islamic financial institution: the role of Shari’ah Advisory Council in Malaysia ,Jasri Jamal (Faculty of Law, Universiti Kebangsaan Malaysia)★The Mechanism of knowledge Transfer in Chinese Family Business Succession:Yu Fei (School of Economics and Management, Wuhan University,Cina)★The Dyadic Influence of The Dyadic Influence of Chinese Cultural Characteristics and Relationship Marketing on the Transaction Revenues in the Steel Service Industry,Kun-Hsi Liao;Qing-Yuan Chen (Taiwan Shoufu University, China )★ A STRATEGIC PERSPECTIVE TO SMALL FIRMS IN RELATIONSHIP MARKETING: CASE OF FRANCISTOWN, R. Chirau and S. Sigauke (Botho College, BOTSWANA)

Session 1/Parallel Seminar 1. 2

Service innovation

Yinan Qi,Associate Professor of Business School, UIBE, China Jian Wang,Professor of School of International Trade and Economics, UIBE, China

Rm108,Keyan Building

★Relationship Strength, Knowledge Sharing and Innovation Effects: An Empirical Study in Chinese Telecommunication Service Industry,Yinan, Qi&Yonggui, Wang (School of Business, University of International Business and Economics, Beijing,China)★A Research on Knowledge Management Process of Knowledge Intensive Business Service Based on Social Networks,Guoshun Wang;Xiaoping Bi (School of BusinessCentral South University Changsha, China)★Navigating The Call Centre Servicescape: Problematic IVR System Use and its impact upon the Service System,Benjamin P. W. Ellway(Business Administration Division,Mahidol University International College, Mahidol University, Nakhonpathom, Thailand)★Exploring the Potential of Social Networking Websites for Effective Viral Marketing in Mauritius: Customers’ Perspectives,Thanika Devi Juwaheer;Sharmila Pudaruth &Rishi Nursing (Faculty of Law and Management, University of Mauritius, Mauritius)

3:00-3:20PM Coffee/Tea Break Hall,Keyan Building

3:20-4:30PM

Session 2/Parallel Seminar 2. 1

Service marketing and branding

Wei Xiong,Associate Professor of Business School, UIBE, China Jayraj Roodurmun University of MauritiusRéduit Mauritius

Rm105,Keyan Building

★Study of the impact of paid referral reward programs on referral intention —a case of online group shopping, Zhang Guojun; Shi Xiaoshuai(Department of Marketing and Logistics, Nanjing University of Finance and Economics, China)★An Empirical Study on the Effects of Corporate Brand on Product Evaluations: The Moderating Role of Consumer-Company Identification ,Shuilong Wu, Zuohao Hu, Shali wu (School of Management and Economics, Beijing Institute of Technology, China)★Corporate Service Branding Development: A Conceptual Framework,(Fanggy T. Sumaco;Kashif Hussain;Brian C. Imrie (Graduate School of Hospitality and Tourism Taylor's University, Lakeside Campus Subang Jaya, Malaysia)★An empirical examination of the concept of online trust and its post-effects on tourist behaviourJayraj Roodurmun (University of Mauritius, Mauritius)★The Effects of Firm Characteristics on Consumers’ Risk Perceptions and Responses for a Credence Service,(Jin Sun;Hean Tat Keh,University of International Business and Economics, China)

Session 2/Parallel Seminar 2. 2

Relationship marketing

Ke Chen,Associate Professor of Business School, UIBE, China Juwaheer,Associate Professor of Faculty of Law & Management,University of Mauritius,Mauritius

Rm108,Keyan Building

★ Can Customer Relationship Management(CRM) lead to customer loyalty in retail settings?- an empirical investigation,Juwaheer;Sharmila Pudaruth ;Robin Nunkoo & Vishal Damree(Faculty of Law & Management, University of Mauritius, Mauritius)★Influence of personality traits on relationship outcomes,Fengxi(School of Economics and Managemen, BeiHang University, China)★How does customer participation impact service performance? A perspective of task performer,XU Lan; CUI Nan; WANG Tao; HU Yanghong (Department of Marketing, School of Economics and Management, Wuhan University)★An explanation of how and why customer orientation influences customer’s evaluation of service quality,Gabriel Gazzoli; Murat Hancer (School of Hotel & Restaurant Administration Oklahoma State University, USA )★The Study on the Relationship of Team Boundary Management, Cohesion and Effectiveness,Guanfeng SHI(The research center of corporate governance and management innovation, Shihezi University, SHZU;School of economics and management Shihezi University, SHZU ,Shihezi, China)

5:30-8:00PM Gala Dinner With Presentation of Best Paper Award & Young Service Researcher Awards Beijing Yijinyuan Muslim Restaurant

Time Activity Title/Speaker Chair Venue

9:00-9:30AM Keynote Speech 1 Collaborative innovation research direction by Dahui Li, Professor of University of Minnesota,USA Professor Yonggui Wang,Associate Conference Chair,Professor & Director of IRCSMM, Associate Dean of Business School, UIBE, China Conference Hall,3rd

Floor, Chengxin Building,UIBE

9:40-10:00AM Coffee/Tea Break

10:00-11:40AM Special session Special session for Publishing by Prof. Jay Kandampully,Conference Co-Chair, Editor Journal of Service Management, and Professor of The Ohio State University, USA Prof. Dahui Li, Professor of University of Minnesota,USA

11:40AM-2:00PM Lunch Taishuxi Restaurant

2:00-3:30PM

Session 6/Parallel Seminar6. 1

Service management &Relationship marketing II(In Chinese)

Jiaqi Xue,Business School, UIBE, China Han Shunping , Wu YizhenDepartment of Marketing, Nanjing University

Rm105,Keyan Building

★产品与服务创新演进过程及互动模式研究 韩顺平;吴宜真;曾润坤 (南京大学市场营销系)★顾客与服务企业共同创造服务体验的内部机制探索 刘文超;任俊生;辛欣;孙军（吉林财经大学工商管理学院）★购房者感知价值对购买意愿影响的实证研究——以县域农民工为例 黄侦;张燕军（赣南师范学院商学院）★负面网络口碑对消费者购买意愿的影响机理研究——以笔记本电脑产品为例 Zhang Guojun; Pan Pingping; Zhou Jun(Department of Marketing and Logistics, Nanjing University of Finance and Economics, Nanjing, PR. China)

Session 6/Parallel Seminar 6. 2

Other topics in services II

Xiaoling Guo,Associate Professor of Business School, UIBE, ChinaAchmad Nizar Hidayanto, Faculty of Computer Science,University Indonesia

Rm108,Keyan Building

★How Self-Construals Sustain Membership Continuance Intentions in Virtual Community? ,Shuang Ma (School of Business, University of International Business and Economics, Beijing,)★Change Management Strategies for Knowledge Management System Implementation: A Case Study at PT. TelkomVision Indonesia,Achmad Nizar Hidayanto(Faculty of Computer Science, University of Indonesia)★Meaning-based approaches to Chinese volunteer vacation experience,Xueling Miao(Meaning-based approaches to Chinese volunteer vacation experience)★Destination love as predictors of service loyalty intentions and likelihood to recommend,Jayraj Roodurmun(University of Mauritius, Mauritius)

3:30-3:50 PM Coffee/Tea BreakConference Hall,3rd Floor, Chengxin Building,UIBE3:50-4:10 PM Closing Ceremony

Professor Libo Fan, Associate Conference Chair ,Business School, UIBE, ChinaProfessor Yonggui Wang,Associate Conference Chair,Professor & Director of IRCSMM, Associate Dean of Business School, UIBE, ChinaJay Kandampully, Conference Co-Chair, Editor Journal of Service Management, and Professor of The Ohio State

University, USA

Time Activity Title/Speaker Chair Venue

3:50-5:20PM

Session 5/Parallel Seminar 5. 1

Service marketing and branding II(In Chinese)

Jin Sun,Associate Professor of Business School, UIBE, China Qiu Wei,NanKai University,China Rm105,Keyan Building

★房地产业顾客参与对品牌忠诚的影响: 顾客体验的中介作用 Zhang Guojun; Huang Tianhu (Department of Marketing and Logistics, Nanjing University of Finance and Economics, Nanjing, PR. China)★服务品牌内化背景下员工品牌相关行为研究述评 张 辉;牛振邦;白长虹（南开大学 商学院;南开大学 旅游与服务学院）★品牌丑闻负面溢出效应的跨文化差异研究——基于自我建构视角 田阳 黄韫慧 王海忠（中山大学）★服务品牌的内化过程及其实证研究——从员工视角进行的探讨 邱玮（南开大学旅游与服务学院）

Session 5/Parallel Seminar 5. 2

Service dominant & Other topics in services

Bing Li,Information School,UIBE, China Khalid Hafeez, Hamdan Bin Mohamed e-University, Dubai Rm108,Keyan Building

★Investigating the Key Drivers of Customer Engagement from the MOA Perspective,Ching-Fu Chen; Odonchimeg Myagmarsuren (Institute of International Management National Cheng Kung University, China)★Movie Recommendations Algorithm Research Based on Emotional Recognition of Microblogging Users,Bing Li,Ying Jiang, Zizhu Zhang(University of International Business and Economics, Information School, China)★Optimizing Organizational Human Resource Competencies to meet Target Service Levels Khalid Hafeez,Izidean Aburawi (Hamdan Bin Mohamed e-University,Dubai, UAE,Higher Institute of Industrial Technology, Tripoli Libya)★Building a culture of high employee engagement:study case in business and management shcool-Bandung Institute of Technology,Siti Maryam, S.Si(School of Business and Management Bandung Institute of Technology, Indonesia)★Measuring Business Intelligence (BI) Implementation Readiness: A Framework Development and Its Application to Small Medium Enterprises (SMEs),Achmad Nizar Hidayanto (Faculty of Computer Science, University of Indonesia, Indonesia)