2021 Frontiers in Service Conference Service in the World of Artificial Intelligence and Digital Technologies

July 9-10, 2021 join by clicking this Zoom Link: https://temple.zoom.us/j/99933920223?pwd=bWZQR3lEdVNCM3JVaHlBb1dKNkhYdz09 (same link for the whole conference, plenary and concurrent sessions)

Conference Schedule

Friday, July 9, 2021

*All time in Eastern Standard Time (EST) All plenary sessions will be livestreamed on Facebook: https://www.facebook.com/AIMLConference/live/

8.45 AM – 10.40 AM: Plenary Session,

8.45 AM – 9.00 AM: Welcome by Dean: Ron Anderson Welcome by Roland Rust and Conference Chair: Xueming Luo 9.00 AM – 10.40 AM: Plenary Session Chair: Roland Rust 9:00 – 9:40 am Keynote Jim Spohrer and Jerry Cuomo (IBM) “AI-Powered Automation and the Future of Service”

9:40 – 10:20 am Keynote Xueming Luo (Temple) “AIML for Customer Journey Analytics”

10.40 AM – 11.50 PM: Concurrent Sessions 1 10:40 – 11:00 am 11:05 – 11:25 am 11:30 – 11:50 am

When and How Do AI Voicebots Work or Backfire? Evidence from Audio Data AI servicescapes: Services Freelance Orientation in the Analytics and Field Experiments innovation through customer- Sharing Economy: Evidence Track A facing intelligent systems from Labor Platforms Siliang Tong* AI, Chatbot, and Nanyang Technological University Kathleen J. Kennedy* Avishek Lahiri* Service Zhe Qu Hongwei He Georgia State University Fudan University Panagiotis Sarantopoulos V. Kumar Zheng Fang University of Manchester (UK) Indian School of Business Sichuan University How Artificial Intelligence Technologies Complement Service modularization Track B Engaged versus Exposed: Enhancing the Transformational Leaders planning: Developing a decision Effectiveness of Service Education through support tool for decision-making AI and Service, Self-Regulated Learning Nan Jia* rationalization Customer, Online University of Southern California Information and Heejae Lee* and Dee Warmath Zheng Fang Jurga Vesterte* Healthcare University of Georgia Sichuan University Vilnius Gediminas Technical Bo Xu University Fudan University

Platformization of retailing: the role of AI in retail platforms “LET’S LAUGH ABOUT IT!”: Track C expansions to subscriptions plans USING HUMOR TO ADRESS for grocery products COMPLAINERS’ ONLINE AI, Machine UNCIVILITY Learning, Social Eleonora Pantano* Media and Big Data University of Bristol Mathieu Béal* Daniele Scarpi Grenoble Ecole de Management University of Bologna Evaluating the Impact of UX Design Using RDD: the Case of Identification of Latent Dirichlet Conversational Dynamics: When Does Chatbot Disambiguation Allocation for Theoretical Employee Language Matter? Dialogues Track D Construct

Measurements with Marketing Yang Li* , Grant Packard Yang Wang * Machine Learning, scales and Jonah Berger Temple University RDD and Service Cheung Kong Graduate School of Business Yuran Wang Toshikuni Sato* (CKGSB) Zhejiang University Ishinomaki Senshu University Xiaoyi Wang Zhejiang University Effects of automated social presence on Rearranging and Relocating: An perceptions of service robots Investigation of Changes in Effects of K-pop celebrities on Industrial Service Delivery Vignesh Yoganathan public communication Track E during The University of Sheffield the COVID-19 Pandemic Victoria-Sophie Osburg Linh Hoang Vu* Customer, Service University of Montpellier National Economics University and IT Mark Hoebertz* and Jens Werner Kunz* Yuhan Wang Poeppelbuss University of Massachusetts Excelia Group Ruhr-Universitaet Bochum, Waldemar Toporowski Germany University of Göttingen

Data Literacy and Service Design: The Challenges and Opportunities Construct a real estate constructing a common understanding of Artificial Intelligence (AI) commodity dynamic analysis about the quality and validity of research Chatbots recommendation Track F results system with deep learning Terrence Chong* and Ting Yu algorithm and text comparison Customer Mauricio Manhaes* University of New South Wales system Experience, AI and Savannah College of Art and Design Debbie Isobel Keeling Machine Learning Amalia De Götzen University of Sussex Tsung-Yin Ou and Shih-Chia Service Design Lab at Aalborg University Ko de Ruyter Wei* Nicola Morelli King's College London and National Kaohsiung University of Service Design Lab at Aalborg University University of New South Wales Science and Technology Effective Configurations of E- Service Quality Dimensions The Effect of Tradeoff between Consumer Perception of Track G Personalization and Privacy Concerns on Sponsored Listing and its Impact Andrew Farrell* Acceptance towards Personalized on Online Marketplace Online Ad., Service Aston Advertising Techniques information and Matti Jaakkola Kalyan Rallabandi* Customer Alliance Manchester Business YUSHI SONG* and Guoxin Li UCLA Anderson School of Relationship School Harbin Institute of Technology, China Management Geoff Durden La Trobe University The Brave New World of Cashierless Service Experiences: Implications for Customer Well- In-Store Digital Projections - How Being Track H Driving factors of Digital Brand Habit Vividness Impacts Sales Rebekka Saak* Social Networks, Long Nguyen* ,Trang Diem Vo, Ha Uyen Le Elisa B. Schweiger* , Carl-Philip WHU – Otto Beisheim School of Service and Machine Tran and Duy Dang-Pham Ahlbom, Jens Nordfält, Anne Management learning RMIT University, Vietnam Roggeveen, and Dhruv Grewal Tillmann Wagner King's College London WHU – Otto Beisheim School of Management Gianfranco Walsh University of Jena The Smartness Highway: Four Roads of Configurations, Value Design for Service Exchange: A Propositions, and Customer Service Design Framework for Logics An Identity-based Model of Chinese Human Well-Being Track I Facework in Service Bieke Henkens* and Katrien Quang Bach Ho AI and Service, Verleye Yan-Zhu (Emma) Wang* and and James O. Tokyo Institute of Technology Customer and Ghent University Stanworth Yutaro Nemoto* Sharing Economy Bart Larivière National Changhua University of Education Tokyo Metropolitan Industrial KU Leuven and Ghent University Technology Research Institute Helen perks (TIRI) Nottingham University Business School The Neglected Effects of Online Advertising How Device Type Affects Integrating for Track J Lin Boldt* Customers’ Return Behavior in E- building personalised customer

University of Central Florida Commerce experience using A.I. AI and Deep Qing Liu Learning, Big Data University of Wisconsin-Madison Alisa Keller* nd Dirk Totzek Jan H. Bluemel* and Service Xiaoyi Wang University of Passau University of Cambridge Zhejiang University

PLACE MEANING IN The Effects of Firm Privacy Track K TRANSFORMATIONAL JOURNEY How does mobile app shape Strategy on Firm Performance EXPERIENCE visitor experience? The case of Outcomes Customer Cite Memoire

Management, Social Tali Seger Guttmann* Christopher Schumacher* Networks and Ruppin academic center, Israel Fei Gao* University of St. Gallen, St. Gallen, Service Mark Rosenbaum HEC Montréal Switzerland Saint Xavier University, Chicago

12:00 – 12:50 pm Lunch Break & JSR ERB meeting (invitation only in the Zoom break room) JSR ERB meeting

1.00 PM – 2.20 PM: Plenary Session Session Chair: Ed Rosenthal

1:00 – 1:40 pm Keynote Russell Belk (York) “Promethean Shame vs. Human Exceptionalism: Sex Robots as Consumer Goods & Services” 1:40 – 2:20 pm Keynote Ming-Hui Huang (NTU)/Roland Rust (Maryland) “Female Advantage from Artificial Intelligence” 2.40 PM – 3.50 PM: Concurrent Sessions 2

02:40 – 03:00 pm 03:05 – 03:25 pm 03:30 – 03:50 pm

Don’t role your eyes at me! How Impact of Language Style on anthropomorphic markers in text- Co-creation misalignments in Track A Experience with Mr. Chatbot: Role based chatbots shape perceptions of innovative healthcare services of Emotional Intelligence service outcomes, explored through

AI, Chatbot, and role theory Henriikka Seittu* Service Do The Khoa* Aalto University National Tsing Hua University Joseph Ollier* ETH Zurich

Driving engagement in platform business users: The interdependence of Transformative or Troubling – The psychological Acute Scarcity as An Opportunity Effect of Online Information on ownership and actor engagement Track B For Service Providers to Leverage Physician-Patient Interaction

to Accelerate Consumers’ Financial Quality Jonathan Baker* AI and Service, Goal Setting Auckland University of Technology Customer, Online Gianfranco Walsh Treasa Kearney Information and Pan-Ju Chen* and Dee Warmath Friedrich-Schiller-Universität Jena Healthcare University of Georgia Betsy B. Holloway* Gauri Laud Samford University University of Tasmania Maria Holmlund Hanken School of Economics Growing appetite for the wrong services? Investigating the destructive potential of health- related social media for consumers’ well-being Improving Services with Stopping the Spread: The Role of Information-Seeking Argument Blame Attributions and Service Track C Gianfranco Walsh and Vivienne Mining Provider Measures in Schünemeyer* Curbing C2C Misbehavior Contagion AI, Machine University of Jena, Germany Bernd Skiera and Shunyao Yan*

Learning, Social Tillmann Wagner Goethe University Frankfurt Ilias Danatzis* and Jana Möller Media and Big Data WHU, Germany Johannes Daxenberger, Marcus King's College London Mario Schaarschmidt Dombois, and Iryna Gurevych Freie Universität Berlin, Germany University of Koblenz-Landau, Technical University Darmstadt Germany Zhiyong Yang The University of North Carolina Greensboro, USA

When Friends Are Watching You – When Brands Start Talking: The The Effects of Customer Role of Voice and Speech in Brand Track D Participation in Service Recovery Perception during a Group Service Failure

Machine Learning, Maximilian Bruder* RDD and Service Kira Marie Heimann* and Nicola University of Augsburg Bilstein Michael Paul Bielefeld University

Smart, Smarter, Dumb: Legal Impacts of customer relationship Obligation versus Voluntary management on value creation for Back to nature: the role of mindful Commitment to the public transport services in observation in automated driving Track E Provide Service Updates and Their contexts Impact on Consumers’ Behavioral

Customer, Service Intentions Simon Louis Dit Guérin Frederica Janotta* and IT Excelia Group The Catholic University of Eichstätt- Melina Schleef* , Nicola Bilstein, Paul Linh Hoang Vu* Ingolstadt (KU) Schrader and Christian Stummer National Economics University Bielefeld University, Germany Customer Participation in Service Recovery: The Roles of Individual- Establish E-commerce Product Do Consumers Care About Job Psychological Characteristics and Auto-Labelling System and Loss? Effect of AI Automation on Organizational Support Track F Purchase Recommendation AI Consumers Willingness to Pay

System Meteb ALOTAIBI* , Mahmoud Saleh Customer Nick Goh and Samiha Mjahed Experience, AI and Tsung-Yin Ou and Chia-Wei Chen* King's College London College of Business Administration, Machine Learning National Kaohsiung University of Yusuf Oc* King Saud University Science and Technology King's College London Walid Chaouali International Institute for Higher Education in Morocco

Social Media Marketing and In Giving We Receive – Service Scan Based Trading and Bargaining Track G Consumer-Brand Identification Designs that Elevate Human Equilibrium:A Structural Experience in the COVID-19 World Estimation of Channel Surplus Online Ad., Service en-Min Cheng*, Zhao-Hong Cheng W information and Elina Tang* Stanley Lim* Min-Hsin Huang and Chiao-Wen Customer Northern Illinois University University of San Diego School of Cheng Relationship Christopher Phillips Blocker Business National Sun Yat-sen University, Taiwan Colorado State University

The Impact of Gig Economy on the Service Exclusion: Understanding Product Quality through the Economic Significance of High- How Asymmetric Power Relations Track H Labor Market: Evidence from Ride- Frequency Objective Service cause Ineffective Service Exchange sharing and Restaurant Quality Metrics and Post-Purchase Surveys Social Networks, Sajith Siriwardana*, Gauri Laud, and Service and Machine minkyu shin* , Jiwoong Shin Jihoon Cho* Rajesh Rajaguru learning Soheil Ghili and Jaehwan Kim Kansas State University Tasmanian School of Business and Yale School of Management and Economics, University of Tasmania Korea University From Recommendation to Habit: A Understanding the linkages between Framework for the Routinization of relationship length and Transformative Sharing Services at Track I Iterative Healthcare contributions to charity. The the Base of the Pyramid segment Recommendations moderating role of donation AI and Service, frequency Daud Nayer* , Amin Nazifi and Alan Customer and Jennifer Taylor* and Katherine Wilson Sharing Economy Roberto Ana Minguez* University of Strathclyde Texas A & M University - Corpus University of Zaragoza Christi

Consumer & Chatbot: An Exploring Customer Motivation to Track J experimental study on the factors A study on Optimal Tenant Participate in a Service Recovery influencing human experience and Combinations in Shopping District

AI and Deep provoking consumer response Gurbir Singh* Learning, Big Data Shao-Chieh Liu* Indian Institute of Management and Service Sandreen Hitti* National Sun Yat-sen University Amritsar Neoma Business School

Reading the Tea Leaves: The Role Customer Engagement in Technology- Track K of Self-Determination Theory and Changing Social Norms Around Driven Service Systems the Socio-Ecological Model in Help- Tipping Customer Seeking Behavior Liliane Abboud* and Jamie Burton Management, Social Shanyu Kates* and Paul Fombelle The University of Manchester Networks and Dee Warmath* , Andrew Winterstein Northeastern University Helen Bruce Service and Susan Myrden , UK University of Georgia

4.10 PM – 5.00 PM: Plenary Panel Discussion A

4:10 – 5:00 pm Keynote Panel “AIML research on text/image/audio/video data analytics in marketing, advertising, service, retail, e-commerce: A” (Pedro Ferreira, CMU, Bernd Skiera, Goethe U. Beibei Li, CMU, Xueming Luo, Temple) Each panel will start with 5 min of their own AIML research domains on text/image/audio/video data analytics in marketing, advertising, service, retail, e-commerce, then open up to audience for Q&A.

Saturday, July 10, 2021 *all time in Eastern Standard Time (EST) 9.00 AM – 10.40 AM: Plenary Session Session Chair: Yang Wang

9:00 – 9:40 am Keynote Gary Bridge: (former VP, Cisco) How the future of technology will change service 9:40 – 10:20 am Keynote Dhruv Grewal (Babson) “The Future of Marketing and Technology: The Age of AI and Robots”

10.40 AM – 11.50 AM: Concurrent Sessions 3

10:40 – 11:00 am 11:05 – 11:25 am 11:30 – 11:50 am AI Assistance, Employee Creativity, And Job Performance: Evidence From A Field Experiment The Effect of Communication Track A The relationship between health Appeals on Consumers' Nan Jia literacy and patient adherence Showrooming Decisions Marshall School of Business, University AI Assistance, Brand, of Southern California Consumer, Channel Judit Simon* and Zsuzsanna Kun Janina Kleine* Han Chen* and Service Corvinus University of Budapest University of Augsburg Fox School of Business, Temple University Zheng Fang Sichuan University

Customer-salesperson interaction The Impact of Brand Activism The dual threat of COVID-19 to health technologies: (Black Lives Matter) on Social and job security - exploring the role of Are robo-advisors replacing Track B Media: A Natural Experiment and mindfulness in sustaining frontline personal selling in financial Machine Learning Approach employee-related outcomes services? Big Data, COVID-19

and AI Marco Shaojun Qin,Yang Wang and Junyi Xie* , Keme Ifie and Thorsten Goetz Greve* and Frederike Meyer Eric Yu Kou* Gruber HSBA Hamburg School of Business Temple University Administration Can We Provide Access to Ownership? Operational issues and solutions of Consumer Response to Internal Human-Centricity as a Strategic sharing-service business model: Hardware Upgrading Track C Core Value in an AI Dominated Based on the service triad

World framework Janina Garbas*, Sebastian Schubach and Customer Experience, Jan H. Schumann AI and Service Ajit Mathur* Sooyun Kim* University of Passau Right Culture Yonsei University and Korea Martin Mende and Maura L. Scott Aerospace University Florida State University

An Instrument for Measuring What if the challenge is to use Receptiveness to Technology- The Role of Bricolage in the Co- customer service in a fan’s Track D Based Innovations Rooted in a creation of Services at the BoP community? Will it make the Technology Readiness Model difference? Digital Service and Framework Karla Cabrera* and Javier Reynoso Sharing Economy EGADE Business School Carla Carvalho Dias* Charles Colby* Practicioner Rockbridge Associates, Inc. When Robots are better than humans: examining consumers- Service-Robots interactions in embarrassing Is sharing really caring? Financial Services for the encounters Examining the effects of voluntary Financially Vulnerable: Track E social initiatives in peer-initiated Discrimination against the valentina pitardi* online brand communities Underbanked AI, Deep learning, University of Portsmouth

Healthcare, and Jochen Wirtz Amy Wong and Marcus T. H. Lee* Kimberly Hutcheson* and Thomas Financial Service NUS Singapore University of Social L. Baker Stefanie Paluch Sciences University of Alabama RWTH Aachen University Werner Kuntz University of Massachusetts Service Ecosystem Dynamics: A Systematized Review, Conceptual Synthesis, and Future Research Directions Shedding More Light on Customer Bidirectional agency relationships in Value: A Meta-Analysis Track F Nabila As'ad* and Lia Patrício solution selling: The impact on INESC TEC and Faculty of customers’ acceptance of performance- Pirmin Bischoff* and Jens Hogreve Robotics, Customer , University of Porto, based pricing KU Eichstätt Ingolstadt Value, Service Portugal Nicola Bilstein Management Kaisa Koskela-Huotari Eva Kropp* and Dirk Totzek Universität Bielefeld Stockholm School of Economics, Universität Passau Katrien Verleye Sweden Ghent University Bo Edvardsson CTF, Service Research Centre, Karlstad University, Sweden Double-edged Effects Of Artificial Intelligence For Emotional Labor: The Introducing the New Marketing Moderating Role Of Emotion Valence Track G Mavens: Pop-Up Shops in Optimization of Travel Package And Consumer Contemporary Retailing Via AI Algorithm AI and Service, Big Yuqian Chang* Data and Service, Mark Rosenbaum* Wen-Hao Wu* Rutgers University Retailing, Workplace Saint Xavier University National Sun Yat-sen University Zheng Fang, Sichuan University He Peng and Employees Karen Edwards Fudan University University of South Carolina Jaakko Aspara Haken School of Economics

Community Gifting and Recipients’ Engagement with Peers Solving the Mystery about The Dark Side of Transformative and Influencers: A Natural Mystery Deals – How the Services: How Customers’ Lack of Experiment of Live Streaming Resolution of Mystery Deals Track H Effort Affects Frontline Employees Platform Impacts Consumers’ Loyalty

Intentions Live Streaming, Maximilian Lex* and Tillmann Wagner Yang Wang Customer, Employees WHU – Otto Beisheim School of Temple University Florian Brodschelm* , Sebastian and Service Management Alexander Chaudhry Schubach and Jan Hendrik Gianfranco Walsh Southern Utah University Schumann University of Jena Erya Ouyang* Universität Passau Temple University When is it OK to attack a healthcare Intimacy Matters: Portfolio Exploring Models, Traces and professional? The effect of aggressor Track I Strategy of Robots' Service Driving Forces of Service and victim characteristics on the Quality Ecosystem Evolution justification of aggression against Robotics, Service, nurses Customer, and Ai-Hsuan Chiang* and Szu-Yu Mingyi Liu* Prosocial Behavior Chou Harbin Institute of Technology dana yagil* and Hana Dayan Ming Chuan University Human Services

Beyond Presence: Creating Digital engagement: Advancing the Attractive Online Retailing Stores engagement concept for its application Track J through the Cool AR Technology When Do Consumers Perceive with technology actors Betrayal

Human and Robots, Yiwei Li*, Min Zhang and Yuzhuo Carina Benz* Customer and Service, Li Noelle Chung* Lara Riefle Digital Experience Tianjin Uiversity NEOMA Business School Gerhard Satzger Xingyao Ren Karlsruhe Institute of Technology Nankai University AI HEALTHCARE START-UPS IN infertility – Patients’ motives to use INDIA: CHALLENGES AND THE Track K social media and the role of social WAY FORWARD Mapping service value: A text- influencers mining approach Healthcare, Social Hufrish Majra* Media, Customer and Jana Grothaus*, Sarah Koecher, Chetana's Institute of Management and Yuliya Kolomoyets* Employee, AI and Sören Köcher, and Hartmut H. Research, Mumbai, India Modul University Vienna, Austria Text-Ming Holzmüller Mr. Kuldeep Singh Tanwar, Lead Data TU Dortmund University Scientist, LafargeHolcim, Mumbai, India

12:00 – 12:50 pm Awards ceremony and For all participants Next year host

1.00 PM – 2.20 PM: Plenary Session Session Chair: Roland Rust

1:00 – 1:40 pm Keynote Saurabh Mishra (CEO of Taiyō) “Artificial Intelligence and The Service Economy: Informing Dynamic Corporate and Policy Decisions in an Interconnected World”

1:40 – 2:20 pm Keynote Bob Meyer (Wharton) “The AI-driven consumer: How technology is altering processes” 2.40 PM – 3.50 PM: Concurrent Sessions 4 02:40 – 03:00 pm 03:05 – 03:25 pm 03:30 – 03:50 pm

Integrating transformative service research and social innovations to The Influence of Digitalization on The impact of temporal structures on improve well-being of accused Customer Experience in Complex the temporal schemata of Track A witches in Ghana Service Settings: A students during COVID-19: Why do

Focus on the Insurance Industry they behave the way they do? AI Assistance, Isaac Ofori-Okyere* , Farag Edghiem Brand, Consumer, and Mohammed Ali Maarten Bosma* and Laurence Selien Vancaillie*, Paul Gemmel and Channel and Service Takoradi Technical University Dessart Melissa De Regge Institute of Management Greater University of Liège Ghent University Manchester

Competing for Recommendations: Impacts of Ads Assortment Size and Co-creating Value from the The Strategic Impact of Personalized Attractiveness on Online Service Middle Managers´ Perspective: A Product Track B Search new Service Environment through Recommendations in Online Humans and technologies Marketplaces Big Data, COVID-19 Ming Cheng* and Zhen Zhu and AI Suffolk University Lucio Lescano Duncan* Bobby Zhou* Chris K. Anderson CAME, School of Middle University of Maryland Cornell University Management Tianxin Zou University of Floridaand Glimpse into the future experience: When is virtual reality sampling We Know Whats Best for Our Cultural Co-production and the Roles beneficial? Customers! Exploring the of Creative Technologies Track C Engineering Mindset in Service

Helen Chun* Innovation Tracy Harwood* Customer Cornell University Institute of Creative Technologies, De Experience, AI and Eunsoo Baek Martin Ebel*, Sebastian Knop and Montfort University Service The Hong Kong Polytechnic University Robin Merchel Tony Garry Deborah MacInnis Ruhr-Universität Bochum University of Otago University of Southern California

Ambassadors of service. How Competence or Benevolence? A Race Patient involvement services provide by Venezuelans between AI and Human Managers in through appHealth migrants are innovating in service Employee Performance Evaluations encounters – the design, transforming culture and and Feedback Track D effects on health-care creating value professionals’ role Marco Shaojun Qin* Digital Service and Maria Mercedes Henriquez de Temple University Sharing Economy Nicklas Salomonson* , Per Urdaneta* and Ylguin Enrique Nan Jia Echeverri and Markus Fellesson Urdaneta Bohorquez University of Southern California University of Borås and Karlstad Universidad de Piura Zheng Fang university Universidad de Navarra Sichuan University PREDICTING MOBILE APP It is my Fault! The mediating effect of DROP: guilt on the relationship between Track E Evolution of Artificial Intelligence in A SCALABLE MACHINE customers' self-attributed failures and Services: Impact on Service Failure LEARNING APPROACH service outcomes AI, Deep learning, Healthcare, and K. Sivakumar* Venkatesh Shankar* Maria Susana Jaramillo Echeverri* Financial Service Lehigh University Unnati Narang The University of Memphis Shreya Shankar Thomas L. Baker Texas A&M University University of Alabama

Human-Robotic Psychology: The The effects of communication style on Influence of Speciesism on Human- relational outcomes in interactions Smart mobility: The urban Robot Interaction between customers and embodied Track F consumers’ travelling and conversational agents mobility behavior patterns Jorge Fiestas Lopez Guido* , Peter Robotics, Customer Popkowski-Leszczyc and Nicolas Michelle van Pinxteren* and Mark Value, Service Kristina Heinonen* , Volker Pontes Pluymaekers Management Kuppelwieser and Tang Huamei UQ Business School Zuyd University of Applied Sciences Hanken School of Economics Sven Tuzovic Jos Lemmink Queensland University of Technology Rethinkink, through service design A COR perspective on Burnout techniques, the use of voting and CWBs among Generation Z information in the citizens' journey Track G Transforming Service Systems to FLEs through augmented reality Support Wellbeing: a Case Study of

AI and Service, Big Refugee Support Services in the UK Elaine Wallace* Magali Dubosson* Data and Service, National University of Ireland Emmanuel Fragnière Retailing, Workplace Amir Raki* and Ilma Nur Chowdhury Galway Randolf Ramseyer and Employees The University of Manchester Joseph Coughlan Antoine Widmer Maynooth University University of Applied Sciences Western Switzerland

Defining, Measuring, and Managing Networked Customer Exploring the Relationship between Track H Whole-person Services: Identifying Experience: A Multi-Method Human Employees and Service Robots the synergies in well-being across life Study of Mobile Payment Apps in

Live Streaming, domains Retail Settings Sanjit K. Roy* Customer, The University of Western Australia Employees and Jordan Bell* Nandini Nim* Gaganpreet Singh and Sudip Patra Service University of Georgia Georgia State University O. P. Jindal Global University V.Kumar Indian School of Business Hey Alexa, can I trust you? Examining Governance Mechanisms for the variables influencing the users’ Track I Artificial intelligence in service Service Innovation: A case study trust and usage of AI-based voice companies of public sector digital assistants Robotics, Service, transformation Customer, and Michaela Friedrich* Valentina Pitardi* Prosocial Behavior Fraunhofer IAO Hamish Simmonds* University of Portsmouth (UK) Hannah Australian National University Marriott Cardiff Metropolitan University (UK)

Understanding and managing the Is our Service Transformative? Case holistic patient experience to Studies of Services that Prioritize the Transparency in Human-Computer Track J improve patient well-being and Well-Being of Customers and Collaboration: Should I Know What healthcare service delivery Methodologies for Assessment My Computer Is Thinking? Human and Robots,

Customer and Sofia Amorim Lopes*, Cláudia Charles Colby Michael Vössing*, Niklas Kühl, and Service, Digital Simões, Joana César Machado and Gina Woodall Gerhard Satzger Experience Patricio Costa Hilary Ross-Rojas* Karlsruhe Institute of Technology School of Management and Rockbridge Associates, Inc. Economics, University of Minho CUSTOMER MISBEHAVIOR: POWER AND THE DARK TRIAD

Samiha Mjahed Hammami* and AI Enhanced Consumer Journey Hey, I am Taking Over this Profile! Heyam Abdulrahman Almousa Track K Model Fostering Customer Engagement and College of Business Administration, Development of Meaningful King Saud University, KSA Healthcare, Social Bu-nga Chaisuwan* and Marissa Relationships through Social Media Walid Chouali Media, Customer and Chantamas Employee Takeover International Institute for Higher Employee, AI and NATIONAL INSTITUTE OF Education in Morocco Text-Ming DEVELOPMENT Valeria Penttinen* José Verissimo ADMINISTRATION (NIDA) Hanken School of Economics ISEG Lisbon School of Economics and Management, Portugal Lloyd Harris University of Birmingham, United Kingdom

4.10 PM – 5.00 PM: Plenary Panel Discussion B

4:10 – 5:00 pm Keynote Panel “AIML research on text/image/audio/video data analytics in marketing, advertising, service, retail, e-commerce: B” (Sonny Tambe, Wharton, Venky Shankar, TAMU, Martin Mende, FSU, moderated by Xueming Luo, Temple) Each panel will start with 5 min of their own AIML research domains on text/image/audio/video data analytics in marketing, advertising, service, retail, e- commerce, then open up to audience for Q&A.

Keynotes Bios:

Jim Spohrer is a computer scientist best known for having led the development of the service science initiative, which brought thinking from computer science and engineering into the service research field. Before retiring from IBM at the end of June, Spohrer was Director, Cognitive OpenTech for IBM. He was previously the Director of IBM Global University Programs Worldwide, and Director of Almaden Services Research with IBM at the IBM Almaden Research Center. His research group received IBM awards for modeling customers and mapping global service systems including performance measures, costing and pricing of complex, inter-organizational service projects, analytics and information service innovations, process improvement methods, and innovation foresight methods, amongst others. Spohrer was the Chief Technology Officer for IBM Venture Capital Relations, and was a Distinguished Scientist in Learning Research at Apple Computer. Spohrer earned a B.S. in Physics from MIT, and a Ph.D. in Computer Science/Artificial Intelligence from Yale.

Jerry Cuomo is currently the CTO of AI Automation at IBM, as well as Vice President Blockchain Technologies leading the definition of IBM Blockchain strategy, offerings and customer engagement methodology. Holding the title of IBM Fellow, he is one of the founding fathers of IBM WebSphere Software. At IBM, Cuomo has led projects in the areas of API Economy, Mobile computing, Cloud computing, Web Application Servers, Java, TCP/IP, real-time collaboration software, and high-performance transactional systems. Cuomo currently has filed for over 50 US patents for IBM. Jerry continues to be a visible spokesperson for IBM in emerging business and technology areas.

Xueming Luo is the Charles Gilliland Distinguished Chair Professor of Marketing, Professor of Strategy and MIS, and Founder/ Director of the Global Institute for Artificial Intelligence & Business Analytics (formerly known as Global Center for Big Data and Mobile Analytics) in the Fox School of Business at Temple University. His research focuses on integrating artificial intelligence, 5G/AR/VR business applications, big data machine learning, and field experiments to model, explain, and optimize customer behaviors, company strategies, and platform economy. He leverages text/audio/image/video data on digital marketing, personalized recommendations, promotions, competitive pricing, omnichannel, and social media networks. Xueming has worked with leading global companies in mobile communications, banking, e-commerce, health care, education, pharmaceutical, and petroleum industries. His research has been featured by most top-ranking journals in Marketing, Strategy, Information Systems, and Management, as well as popular trade presses such as the Harvard Business Review, MIT Sloan Management Review, Wall Street Journal, ScienceDaily, Financial Times, and others. https://www.fox.temple.edu/about-fox/directory/xueming-luo/

Robert Meyer is the Frederick Ecker/Metlife Professor of Marketing and Director of Risk Management and Decision Processes Center at the Wharton School of the University of Pennsylvania. He is former editor-and chief of the Journal of , and is Senior Editor of the Journals of the American Marketing Association. His research focuses in a number of domains of consumer decision making, including choice under risk and uncertainty, and how technology is altering choice processes. He is the recent co-author of the Ostrich Paradox: Why we Under- prepare for Disasters. https://marketing.wharton.upenn.edu/profile/meyerr/

Ming-Hui Huang is Distinguished Professor of AI (artificial intelligence) and service at National Taiwan University. She is the first and only Asian- based fellow of European Marketing Academy (EMAC), International Research Fellow of the Centre for Corporate Reputation, University of Oxford, UK, and Distinguished Research Fellow of the Center for Excellence in Service, University of Maryland, USA. She specializes in interdisciplinary research, with publications encompassing both academic and managerial journals in Marketing, Information Systems and Strategy, such as the J. of Marketing, J. of the Academy of Marketing Science (JAMS), Marketing Science, Harvard Business Review, MIT Sloan Management Review, California Management Review, J. of Service Research (JSR), International Journal of Research in Marketing (IJRM), J. of Management Information Systems, Decision Sciences, J. of Consumer Psychology, J. of Retailing, and Information & Management. She is Editor-in- Chief of JSR, the 11th highest-cited business journal, Associate Editor of IJRM, Information & Management, and Communications of the Association for Information Systems, and serves on the editorial boards of J. of Marketing, JAMS, Int’l J. of E-Commerce, and J. of Strategic Information Systems. https://management.ntu.edu.tw/en/IM/faculty/teacher/sn/12

Roland T. Rust is Distinguished University Professor and David Bruce Smith Chair in Marketing at the Robert H. Smith School of Business at the University of Maryland, where he is founder and Executive Director of the Center for Excellence in Service. His lifetime achievement honors include AMA’s Lovelock Award for career contributions to service research, the AMA Irwin/McGraw-Hill Distinguished Marketing Educator Award, the EMAC Distinguished Marketing Scholar Award, Fellow of the INFORMS Society for Marketing Science, the Paul D. Converse Award. He served as Editor of the Journal of Marketing, founded the annual Frontiers in Service Conference, was founding Editor of the Journal of Service Research, and served as Editor of the International Journal of Research in Marketing (IJRM). He has consulted with many leading companies worldwide, including such companies as American Airlines, AT&T, Comcast, Dow Chemical, DuPont, Eli Lilly, FedEx, Hershey, Hewlett-Packard, IBM, Lockheed Martin, Microsoft, NASA, NCR, Nortel, Procter & Gamble, Sears, Sony, Starwood, Tata, Unilever, and USAA. https://www.rhsmith.umd.edu/directory/roland-rust

Gary Bridge came to the business world via Academe. While teaching social and organizational psychology at Columbia University, he started a consulting practice that helped technology companies navigate risky strategic decisions. IBM acquired that company during Big Blue’s historic turnaround, which was marked by a strategic shift from mainly products to mainly services. Later, Bridge served as Senior Vice President and Global Lead for Cisco System's strategic consulting arm, the Internet Business Solutions Group, which combined competitive strategy, advanced technology, and process re-engineering to fuel innovation in many of the world's largest enterprises and governments. Today, Bridge is an investor and works with software companies to accelerate innovation and align strategy with a rapidly changing competitive environment. He also pursues a research agenda that focuses on the role of technology, particularly artificial intelligence, in service interactions. Bridge holds degrees in Economics (BA) and Experimental Social Psychology (MA, Ph.D.) from the University of California, Los Angeles (UCLA) and has been associated with a number of think tanks, including the RAND Corporation, Battelle, and the Defense Advanced Research Projects Agency (DARPA).

Dhruv Grewal is the Toyota Chair in Commerce and Electronic Business and a Professor of Marketing at Babson College. His research and teaching interests focus on the broad areas of value-based marketing strategies, retailing, pricing and services. He currently serves on numerous editorial review boards, such as Journal of Marketing (AE), Journal of Marketing Research, Journal of the Academy of Marketing Science (AE), Journal of Service Research and the advisory board for Journal of Retailing. He is listed in The World’s Most Influential Scientific Minds, Thompson Reuters 2014 and 2020. He was awarded 2020 (Inaugural) Bala Iyer Award for Lifetime Achievement in Scholarship (Babson College), 2017 Robert B. Clarke Outstanding Educator Award (Marketing Edge formerly DMEF), the 2013 University wide Distinguished Graduate Alumnus from his alma mater Virginia Tech. He has taught executive seminars/courses and/or worked on research projects with numerous firms, such as Dell, ExxonMobil, IRI, McKinsey, Motorola and Goodyear Tire & Rubber Company. https://www.babson.edu/academics/faculty/faculty-profiles/dhruv-grewal.php

Saurabh Mishra is the CEO of Taiyō, an enterprise AI platform that aggregates, predicts, and visualizes the world’s data to help multinational companies become more resilient. He is the former head of Stanford University’s AI Index Program, Institute for Human-Centered AI, where he helped shape global AI policy. He also served as an economist at the World Bank, IMF, and IFC, pioneering research at the intersection of international economics, artificial intelligence, and decision-making. Dr. Mishra received a BA in Economics, and an MS in Applied Economic and Finance from the University of California Santa Cruz, and a PhD in Reliability Engineering from the University of Maryland, College Park.

Russell Belk is York University Distinguished Research Professor, Royal Society of Canada Fellow, and Kraft Foods Canada Chair in Marketing at the Schulich School of Business in York University. His research involves the extended self, meanings of possessions, collecting, gift-giving, sharing, digital , and materialism. He co-initiated the Association for Consumer Research (ACR) Film Festival, the (CCT) Conference, and the Consumer Behavior Odyssey. He is past president and fellow in ACR and has over 700 publications including more than 30 in Journal of Consumer Research. This work is primarily qualitative and is often conceptual, visual, and cultural. https://schulich.yorku.ca/faculty/russell-w-belk/

Keynote Panelists:

Pedro Ferreira is an Associate Professor at the Heinz College, Carnegie Mellon University. His research focuses on how people use technology to consume experience goods and influence others to do so. He focuses on the application of robust empirical identification methods to analyze large datasets obtained from in-vivo large-scale network-centric randomized field experiments. Pedro has also developed work on the impact of information and communication technologies on educational outcomes. He has published extensively in the top journals in Information Systems (Management Science, MISQ and ISR) and Marketing (Marketing Science, JMR). He is the recipient of the 2018 Information Systems Society Sandy Slaughter Early Career Award. https://www.heinz.cmu.edu/faculty-research/profiles/ferreira-pedro/

Prasanna (Sonny) Tambe is an Associate Professor of Operations, Information and Decisions at the Wharton School at the University of Pennsylvania. His research focuses on the economics of technology and labor. Recent projects study 1) how firms compete for software developers and 2) how AI and data science are transforming HR management. This research has won a number of awards, including the Best Published Paper in Information Systems Research and two papers have been nominees for the Best Published IS Paper in Management Science. Professor Tambe received his S.B. and M.Eng. from the Massachusetts Institute of Technology and his Ph.D. from the Wharton School of the University of Pennsylvania. https://oid.wharton.upenn.edu/profile/tambe/

Beibei Li is the Anna Loomis McCandless Chair and Associate Professor of IT & Management at Carnegie Mellon University. She has extensive experience at leveraging large-scale observational data analytics and experimental analysis with a strong focus on modeling individual user behavior across online, offline and mobile channels for decision support. She is the winner of nine Best Paper Awards and is recipient of over $3M research awards and grants. Beibei has won the INFORMS ISS Sandy Slaughter Early Career Award. She is also the winner of the INFORMS ISS Nunamaker-Chen Dissertation Award and the ACM SIGMIS Dissertation Award. https://www.heinz.cmu.edu/faculty-research/profiles/li-beibei

Martin Mende is Professor of Marketing and the Jim Moran Professor of Business Administration at Florida State University. His research focuses on consumer-based strategy and transformative consumer/service research and has appeared in the Journal of Marketing Research, Journal of the Academy of Marketing Science, Journal of Consumer Psychology, Journal of Service Research, Journal of Public Policy & Marketing, Journal of Retailing, Journal of Interactive Marketing, Marketing Letters, and Journal of Business Research. Martin serves as Area/Associate Editor for the Journal of the Academy of Marketing Science, Journal of Service Research, Journal of Public Policy & Marketing, Journal of Retailing, and on multiple Editorial Review Boards (e.g., Journal of Marketing). At FSU, Martin has won college-wide and university-wide teaching awards. https://business.fsu.edu/person/martin-mende

Venkatesh (Venky) Shankar is Coleman Chair Professor of Marketing and Director of Research, Center for Retailing Studies, Mays Business School, Texas A&M University. His research areas include artificial intelligence and digital business. He has been recognized as one of World’s Most Influential Scientific Minds, Top 1% Marketing Scientists, and Top 10 Innovation Scholars. He is a winner of AMS Cutco/Vector Outstanding Marketing Educator Award, Lifetime Achievement Award in Retailing, and Mahajan Award for Lifetime Contributions to Marketing Strategy. He is JIM’s Editor-Emeritus and AE at JMR, JM, IJRM, and Management Science. He serves on JR’s and JIM’s policy boards. https://mays.tamu.edu/directory/vshankar/

Bernd Skiera is a chaired professor of electronic commerce at Goethe University Frankfurt (Germany), a Professorial Fellow at Deakin University (Australia) and a member of the board of the EFL-Data Science Institute and the Schmalenbach-Gesellschaft. His research interests are Marketing Analytics, Data-driven marketing, Electronic Commerce, Online Advertising, SalesTech, MarTech, Marketing Automation, and Consumer Privacy. He received an ERC Advanced Grant to conduct research on consumer privacy on the Internet. His publications appeared in journals such as Management Science, Marketing Science, Journal of Marketing Research, and Journal of Marketing. He is the winner of the 2018 winner of Sheth Foundation/Journal of Marketing Award, a winner and a three-time runner-up of the MSI/H. Paul Root Award of the Marketing Science Institute and the American Marketing Association. https://uni-frankfurt.academia.edu/BerndSkiera/CurriculumVitae