Co-track chairs
Wafa Hammedi
University of Namur
Belgium
Jonas Holmqvist
Kedge Business School
France
Young-Ah Kim
University of Essex
United Kingdom
Sven Tuzovic
Queensland University of Technology
Australia
Indicative Topics
- Customer experience dynamics (How does CX change and evolve over time?)
- Customer experience measurement (scale development, touchpoint and journey mapping)
- Customer experience and technology
- Customer experience management
- Multisensory customer experience
- Managing firms’ non-owned touchpoints
- Personalization/customization of the customer experience and journey
- Customer engagement journey and customer experience
- Customer experience and ethics
- The dark side of customer experience journeys
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