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 Business School 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 touchpoints 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 University of Liverpool 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: