Co-track chairs
Filipe Coelho
University of Coimbra
Portugal
Ilias Danatzis
King’s College London
United Kingdom
Mahesh Subranomy
Northern Illinois University
USA
Indicative Topics
- Organizational frontline research
- Human-AI collaboration
- Algorithmic management
- Emotional labor and regulation
- Customer incivility and mistreatment
- Non-traditional work arrangements (e.g., gig work, contingent work)
- Underprivileged and marginalized service workers
- Diversity and inclusion in frontline service settings
- Service teams and effectiveness
- Service leadership
- Service-related human resource management (HRM) practices
- Service-profit chain
Conference Tracks
AI/robotics in Services
B2B in Services
CCT in Services
Circular Services & Sustainability
Customer Experience &
Journeys
Data Science for Service
Digital Services
Healthcare and Wellness Services
Public, Not-for-profit and Governmental Services
Service Design & Innovation
Service Ecosystems & Institutions
Service Employment & Employees
Service Failure and Recovery
Service Strategy, Operations & Productivity
Social Impact of Services
Tourism Services
Transformative Service Research
Other Topics Related to Services
Special Sessions