Co-track chairs
Nisreen Ameen
University of London
United Kingdom
Carol Azab
Stetson University
USA
Olga Pereira
University of Minho
Portugal
Indicative Topics
- Customer reactions to service failures and termination
- Strategies for service complaint recovery
- Service failure and recovery (SFR) in B2B contexts
- The service recovery paradox
- Frontline employee burdens in SFR
- Financial and market-based implications of SFR
- SFR in digital environments
- Human versus artificial interaction in SFR
- Generative AI–enabled service recovery
- SFR in sustainable and circular business models
- Empathy and trust in AI and service bots in SFR
- Service failures caused by robots and their recovery
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