This track invites papers and special session proposals relevant to the field of services marketing. Topics of interest include, but are not limited to: service innovation and design, customer co-production, managing other customers, the role of the servicescape, customer loyalty and retention, customer/employee interactions, internal service quality as it relates to the service-profit chain, the role of technology in service settings, cross-cultural influences within the service environment, and the utility of sustainability/green service strategies. Both conceptual and empirical works are welcome; we also welcome qualitative, quantitative, and mixed-method research approaches. Please send special session proposals on this topic.
Prof. Rajeev Kumra
Indian Institute of Management
Lucknow
e-mail: rajeev.kumra@iiml.ac.in
