[AISWorld] Final Program - SIG SVC 2012 Workshop

[Hefley, William E]

Below you can find the final program of the pre-ICIS 2012 SIG SVC workshop in Orlando, to be held on Sunday, 16 December 2012 at the Orlando Marriott World Center Resort and Convention Center (Room Crystal P), from 8:30 AM to 5:30 PM.

Registration is still possible through the ICIS online registration system.

Time	                Topic	        Speaker
8:30 - 8:45	Introductions	Bill Hefley, Sue Conger, Stuart Galup
8:45 - 9:05	Paper 1	Richard Welke. Every process is a service is a business
9:05 - 9:25	Paper 2	Mary Tate, Elfi Furtmueller and Celeste Wilderom. Service development as action design research
9:25- 9:45	Paper 3	Immanuel Pahlke and Roman Beck. End User Empowerment through Platforms for Situational Applications - 
                                        A prerequisite for Business Agility
9:45- 10:00	Break	
10:00 - 10:50	Panel 1	Challenges of IT enabled, digital service design.
                                        Ken Peffers, Tilo Böhmann, Timo Saarinen, Virpi Tuunainen and Tuure Tuunanen
10:50- 11:00	Short Break	
11:00 - 11:20	Paper 4	John Beachboard, Barreto Charmaine and Nelson Massad. Can IT Service Level Management Drive Business-IT Alignment?
11:20 - 11:40	Paper 5	Sue Conger, Bill Hefley, Stuart D. Galup and Ronald Dattero. Service Quality Measurement: Past and Future
11:40 - 12:00	Paper 6	Manuel Mora, Mahesh Raisinghani and Ovsei Gelman  A comparison of service design processes in relevant international 
                                        ITSM models and standards
12:00-1:45	Working lunch	SIGSVC Business meeting – Fons Wijnhoven
1:45 -- 2:05	Paper 7	Virpi Tuunainen, Tuure Tuunanen and Fiona Nah. Mobile Customer’s Switching Behavior: Comparative Importance of 
                                        Social Factors and Device Characteristics in Lead and Lag Environments
2:05 - 2:25	Paper 8	Jan Parchmann and Tilo Böhmann. Smart Home Service Opportunity Identification
2:25 - 2:45	Paper 9	Steven Alter. Resources for Action: A Detailed View of Resources in Service Systems
2:45- 3:00	Break	
3:00 - 3:20	Panel 2	Understanding Service Systems
	Panel 2	Soumaya Ben Letaifa. How to Leverage Social Collaboration through Innovation Platforms? A Service-dominant logic approach
	Panel 2	Tong Tony Bao and Steven Chang. An Empirical Analysis of Opinion Leader’s Word of Mouth Effects
3:20 - 3:30	Short Break	
3:30 - 3:50	Paper 10	Hanne Westh Nicolajsen and Ada Scupola. Creating a new innovation orientation through implementation of an idea competition tool
3:50 - 4:10	Paper 11	Fons Wijnhoven, Jasper Veldman and Maarten Ter Harmsel. Mass customization as a solution for the service industry
4:10 - 4:30	Paper 12	Martin Semmann, Sharif Amrou and Tilo Böhmann. Analysis of Learning Management Systems According to a Holistic View on 
                                        Corporate Education Services
4:30 - 5:30	Closing & Socialize	Fons Wijnhoven

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Bill Hefley, Ph.D., CDP, COP
Clinical Associate Professor, Decision, Operations, and Information Technology
Katz Graduate School of Business & College of Business Administration
University of Pittsburgh
272B Mervis Hall
Pittsburgh, PA  15260   USA
Tel: 1-412-383-9011
e-mail: wehefley at katz.pitt.edu
web: http://www.pitt.edu/~wehefley