5th International Conference on Services Management (ICSM2011)

Venue: Radisson Hotel

Location: New Delhi, Delhi, India

Event Date/Time: May 19, 2011 End Date/Time: May 21, 2011
Registration Date: Apr 10, 2011
Early Registration Date: Feb 28, 2011
Abstract Submission Date: Aug 16, 2010
Paper Submission Date: Dec 15, 2010
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5th International Conference on Services Management
May 19-21, 2011, Radisson Hotel, New Delhi

THEME: Technology, Internationalization and Customer Experiences

Hosted by
Institute for International Management and Technology, New Delhi

Organized by
Institute for International Management and Technology (India)
Penn State School of Hospitality Management (USA)
Oxford Brookes University Business School (UK)

About the Conference:

As the technological changes get more complex, the corporate world is confronted with creating and engaging meaningfully with customers. The technology changes would create opportunities for new products and the service component would increasingly become important. Customer experience is a key theme for meaningful engagement in the market place. All the sources of competitive advantage should lead to superior and meaningful customer and stakeholder engagement. The sources of competitive advantage could be numerous such as access to scarce resources, technology, first mover advantage, supply chain, marketing strengths, service processes among other areas.

This conference attempts to explore the influence of technology on the management of services across various segments such as information technology, healthcare, hospitality, telecom, education, infrastructure, retailing, and logistics among others. It also assesses how technology drives internationalization and also contributes to superior customer experience.

Papers are invited on the following areas:

1. Globalization challenges and response of service industry across different sectors such as hospitality, education, information technology, finance, healthcare, retailing, telecommunication. This track addresses the following themes:

• What are the challenges faced by services in light of globalization?
• How is technology driving the competitiveness for the services firms?
• Is technology a key enabler for international expansion for service firms?
• What are the challenges in managing technology when globalizing the operations of a service firm?
• How can technology connect global consumers?
• Is technology driving towards mass consumption or customization?
• Internationalization, consumer expectations and consumer experiences

2. Competitiveness and Internationalization of Service Industry
There are numerous sources of competitive advantage- branding, human resources, financial, supply chain, service processes and their sustainability across sectors such as hospitality, information technology, education, information technology, healthcare. Retailing, telecommunication , finance. This track invites papers in the following areas:
• Technology- driven service competitiveness
• Public and private partnership in services sector
• Financing the new service businesses – challenges and opportunities, policy implication and lessons from global success
• Internationalization of services
• Quality and customer-orientation in service competitiveness
• Low cost and high cost strategy in services
• Firm-level and sector studies on service competitiveness and growth
• Internationalization of R&D
• Outsourcing of Services
• R&D and competitive advantage
• New service business and consumer experience

3. Technology and Emergence of new service business models:
Technology is emerging as new driver for emergence new businesses in areas such as internet, finance, information technology. Papers are invited in the following areas:

• Consumer experience and new technologies
• Open source communities
• Technology communities and emergence of new business models – Cloud computing, human computer interface, D-Space, Gelato, Linux etc.
• Commercial models around new business
• Driven by IT and value added services
• Infrastructure projects
• Franchising, licensing, mergers and acquisitions
Papers are welcome across IT, services, hospitality, healthcare management and other service sectors.

4. Building competencies for growth in services industry- The papers are invited across various service segments such as IT, hospitality, healthcare, telecom, finance, infrastructure etc. The education and R&D ecosystem plays a very important role in influencing the competencies of the work force which eventually is deployed by the industry. A key responsibility of the education ecosystem is to create a workforce which has the requisite skills, knowledge and competencies to excel and be entrepreneurial and innovative. The papers are invited in the following areas:

• Excellence in education/ universities, hospitality, engineering, bio-services, management, entrepreneurship
• Skill development across various service systems such a hospitality, retailing, telecommunication.
• Curriculum development
• Building University- Industry partnership
• Building research competencies
• Impact of competencies on consumer experience
• Competencies and business profitability

5. Corporate initiatives on innovation for growth:
Innovation plays a key role for long term growth of an organization. In light of increasing pressures and uncertainty for business firms, how should firms innovate and what should be its manifestation and what are the critical elements which ensure investments in innovation. Papers are invited on the following themes:

• How are services firms innovating?
• What are the support mechanisms for innovation by the service firms?
• What are the impediments for the service firms in their pursuit of innovation?
• Best practices in innovation by the service firms.
• Innovation and consumer experience
Papers are invited for innovations across management areas such as marketing, finance, HR, strategy across sectors such as hospitality, IT, retailing, healthcare, telecommunications, finance, infrastructure.

6 Marketing in services industry- Papers are invited on new initiatives by service firms in CRM, customer experiences, excellence in branding positioning and ethical marketing investments. Cases from across various service segments such as information technology, hospitality, healthcare, retailing, finance are welcome.

7. Benchmarking best practices across different areas in service firms.

Researchers are welcome to come up with proposals for conducting workshops jointly with organizers prior to the conference date. These could be a one day workshop across various areas. Please send your proposal by Aug.16th, 2010. These could be related to the themes in the conference or around other related areas as well across various segments.

IIMT will help in marketing the same to possible participants. These could be for doctoral workshops, curriculum development, for industry segments. Please send in your thoughts and plans for the same.
Call for Papers:

Submission of Abstract

Please submit the abstracts of about 200 words with the following headings as per the timelines mentioned earlier:
Objective – 2-3 lines
Methodology/Approach- 3 to 4 lines
Major findings -3 lines
Conclusions- 3 lines
Implications -2 lines
Target audience: 2 lines

Submission of Paper
Papers are invited on the above listed themes. The papers may be in the form of empirical research, theoretical models based on extensive research, case studies, documentation of best practices among other aspects. Papers are invited both from practioners and academics. Paper must be submitted in the MS Word format as an email attachment. The paper should not be more than 5000 words. The abstract should be about 200-250 words. Please follow Harvard referencing style for the paper. All papers will go through a blind review process and feedback will be shared with contributors. Author guidelines are available on conference website www.jsr-iimt.in/sconf2011.

Send your abstract and Paper submissions at the following address as an e-mail attachment. Please indicate the track for which you are sending the submission.
E-mail: sconf2011@iimtobu.ac.in

Important Dates

Abstract Submission : Aug. 16, 2010
Shortlisted abstracts announcements : Sept. 16, 2010
Paper submission : Dec. 15, 2010
Paper feedback : Jan. 15, 2011
Revised paper submission : Feb. 15, 2011

Conference Registration
A registration form is sent along with this announcement brochure. The form can also be downloaded from the conference website www.jsr-iimt.in/sconf2011 . The completed form, along with the registration fee should be sent to the Conference Coordinator.


Individual Rs 7500 USD 250
Students Rs 3000 USD 150
Corporate Rs 8500 USD 300


Early Bird Fees (Before 28th Feb.2011)
Individual Rs 6500 USD 200
Corporate Rs 7500 USD 250

*For early bird registration, please register before February 28th , 2011.
* For paper to be included in the proceedings, please register before February 28th, 2011.
* Registration closes April 10th, 2011
* Fees would include conference proceedings, lunch on both the days.


Mahipalpur, National Highway-8
New Delhi