Plenary sessions


Do the models and findings from our research also hold in emerging countries? And to what extent can service research help to address the challenges of complex service systems and value networks that arise from the massive refugee flows in Europe?

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The plenary sessions at Servsig 2016, taking place from June 17─19 in Maastricht, will focus on those two important and timely topics. The first plenary session will kick-off with Timothy Keiningham and Lerzan Akzoy who will present the key insights from their bestseller book “The Wallet Allocation Rule”.

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Then, Manuel Koser will present the implications for emerging countries like South Africa. Manuel Koser is the CEO of Silvertree Capital and co-founder of Zando, an online shoes & apparel retailer in South Africa. Since most of our research is conducted in western countries, an important question for our service research community is whether our models and findings also hold in emerging countries?

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Jochen Wirtz and Christian Grönroos will discuss the implications for service research.

The second plenary session will focus on complex service systems and value networks in transformative services.

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We invited Jolanda Gerbecks who works at the Maastricht refugee center to share several intriguing stories of service complexities that refugees face or lack. With more than 1 million migrants entering Europe, European countries are faced with the massive challenges of setting up a complex service system in a short period of time.

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Ruth Bolton will reflect on these narratives from a theoretical perspective and prelude interesting research avenues.

We are looking forward to inspiring presentations and lively discussions with our presenters, discussants, and of course other participants in the audience!

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