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INTERNATIONAL CONFERENCE ON SERVICE MANAGEMENT
(ICSM 2009)
May 21-24-2009
Venue
The
Embassy Suites Hotel
International Drive South/Convention Center
8978
International Drive
Orlando, Florida 32819
TENTATIVE
CONFERENCE PROGRAM
Conference Co-Chairs
Rajendar K. Garg, Indiana University of Pennsylvania, USA
Mahadeo Jaiswal, Management Development Institute (MDI), India
Program Chair
David
Wyld, Southeastern Louisiana University
International Chair
Parimal Bhagat, Indiana University of Pennsylvania, USA
OUR
SINCERE THANKS
Global Digital Business Society (GDBS) is
grateful to each participant and to each member of the Executive Board
and Editorial Review Board for his/her support and hard work to make
this Conference successful. The conference papers were selected through
the double-blind, two phase peer-review process, assisted by the
“Editorial Review Board.” Selected papers from this conference would be
considered for publication in a special issue of the Journal of Digital
Business. Our sincere thanks to all of the individuals for volunteering
their time and cooperation; many reviewers put in a lot of efforts,
provided useful comments, and assisted on short notice. We appreciate
their cooperation and help. Credit for everything we have done “right”
goes to everyone who is part of the conference. We take full
responsibility for all the errors, mistakes and omissions. Our apologies
in case we failed to meet your expectations in some area. We promise to
you that we will work very hard to more than meet your expectations in
the future. We hope that you will find the conference stimulating.
Best wishes to all of you.
The GDBS
Executive Board/Administration
Editorial
Review Board
Kenny K.
Chan, Professor of Marketing, California State University, Chico
Mahadeo
Jaiswal, Professor of Information Systems, Management Development
Institute, Gurgaon, India
Ke Qin
Ni, Professor of Finance, Southwestern University of Finance and
Economics, China
James
Rogers, Professor of MIS, Indiana University of Pennsylvania
Sanjiv S.
Dugal, Professor of Management, University of Rhode Island
Dayou
Yang, Professor of E-Commerce, Southwestern University of Finance and
Economics, China
Sathasivam Mathiyakalan, University of Massachusetts, Boston
Rajendar
K. Garg, Professor of Marketing, Indiana University of Pennsylvania
Mohand
Said Oukil, Professor of Management and Marketing, King Fahd University
of Petroleum and Minerals, Saudi Arabia
De Jun
Cao, Professor of Strategic Management, Southwestern University of
Finance & Economics, China
K.B.C.
Saxena, Professor of Information Management, MDI, Gurgaon, India
Richard
PonArul, Professor of Finance, California State University, Chico
M.P.
Gupta, Associate Professor, Indian Institute of Technology, New Delhi
S. N.
Maheshwari, Director, Delhi Institute of Advanced Studies, Delhi, India
John
Zhang, Professor of Mathematics, Indiana University of Pennsylvania
Krish S.
Krishnan, Professor of Marketing, Indiana University of Pennsylvania
Jerman
Rose, Associate Dean, Washington State University, Pullman
International Conference on Service Management (ICSM 2009)
CONFERENCE PROGRAM
May 21-24, 2009
Conference hours are from 8 AM to 12 Noon.
Afternoons and evenings are free
for your Orlando activities.
Thursday, May 21, 2009
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6:30 PM – 7:30 PM
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Welcome Reception (with cocktails and snacks) |
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Friday, May 22, 2009
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9:00AM –10:30AM
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Inaugural Session
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Inauguration of the Conference – Rajendar
K. Garg, President, GDBS
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Introduction to Conference Theme by
Mahadeo Jaiswal, MDI
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Key Note Address on ERP with SOA
and Componentized Architecture: Concepts and Case Studies by
Dr. Chandan Chowdhary, CEO, IFS Solutions Pvt.
Ltd. (India)
Dr.
Chowdhury is currently CEO at IFS India. IFS is a Swedish
multinational operating from 54 countries and is considered as a
leading ERP player in utility, defense, railways and project
based manufacturing industry. IFS is listed in the Stockholm
Stock Exchange. Dr. Chowdhury is considered as pioneer in ERP (Enterprise
Resource Planning), EAM (Enterprise Asset Management) and BPR
(Business Process Reengineering) movement.
He
is a Former Dean and Chairman (Board of Research) at NITIE
(National Institute of Industrial Engineering) and has studied
more than 200 ERP sites in India and abroad. He has conducted
research on Enterprise Asset management, ERP, BPR (Business
Process Reengineering), World Class Manufacturing Practices, IT
driven business transformation and Change Management related
issues covering more than 500 companies.
He
is also the recipient of “International Cultural Diploma of
Honor” from the American Biographical Institute, for outstanding
professional contribution. His name was nominated by ABI’s
(American Biographical Institute Inc.) governing board for
biographical insertion in the third edition of five hundred
leaders of influence. He has conducted several seminars,
workshops and training program for the benefit of industry and
rendered consultancy services to many leading organizations and
enabled them to improve productivity and competitiveness. He has
also headed many strategic research projects for the benefit of
industry. He has very strong
conviction that “theory without practice is sterile and practice
without theory is futile”.
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10:30AM –11:00AM
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Coffee Break |
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11:00 AM –12:30PM |
Session
1: Current Issues in Finance and Economic Environment |
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Session Chair: Joseph Ben Ur, University of Houston, Victoria,
USA
Calendar Anomalies during Dot-Com Bubble
Ravi Jain, University of Massachusetts at Lowell, USA
A
Comprehensive Service Quality Measure for the Stock Brokering
Industry
Sanjay Mehta, Sam Houston State University, USA
Managing
the Vacany Rates to Boost Chinese Real Estate Market: Case of
Chengdu Real Estate Marketing
Yongming Luo, Southwestern
University of Finance & Economics, China
Developing an Assessment Tool for an Online Higher Education
Course
Joseph Ben Ur, University of
Houston, Victoria, Texas, USA |
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Saturday, May 23, 2009
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8:30 AM – 10:00 AM
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Session 2: Digital Technology Integration in Education and
Industry |
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Session Chairperson: Suneel Maheshwari, Marshall University, USA
M-Commerce Success Model: User Perspective of Mobile Technology
Applications
Parimal Bhagat, Indiana University of Pennsylvania, USA
Assurance of Learning in Strategic Marketing Course: Use of a
Business Simulation as an Assessment Tool
Uday S. Tate, Suneel Maheshwari and Ramachandra Akkihal,
Marshall University
Impact of Wireless Advertising on Consumer's Attitude and
Behavioral Intentions
Rachel Albaugh, Indiana University Purdue University, Fort
Wayne, Indiana, USA
Leveraging ERP Investments in the Inter-organizational Domain:
Case of Oil Marketing Companies in India
Anjali Kaushik, Management Development Institute, India
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10:30AM--12:00PM
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Session
3: Technology Adaptation in Social Research and Education |
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Session Chairperson: Michael Kraten, Suffolk University, Boston
Using Digital Technology to Promote International Collaboration
on Violence Prevention Research
Pearl Berman and Rajendar Garg, Indiana University of
Pennsylvania, USA
Panel Discussion
on
Second Life: The effectiveness of Virtual Reality
Systems in Academic Curricula and Corporate Training Programs
Panelists: Michael Kraten, Suffolk University and
Maureen Kraten, Suffolk University
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Sunday, May 24, 2009
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8:30 AM – 10:00 AM
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Session 4: Corporate Service Management and Performance |
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Chairperson: Dejun Cao, Southwestern University of Finance and
Economics, China
Risk-Assessment to Electronic Services from Cyber Attacks
Sandip Patel, Morgan State University, Baltimore, USA
Workplace Monitoring and Employee Perception of Privacy
Invasion: A Contingency Model
Rui Chen, Ball State University, Indiana, USA
Theoretical Study of Relationships among Perceived
Organizational Support, Organization Identification and
Organizational Performance in
the Context of Chinese Culture
Ningjun Zhang and Jiarui Zhang, Southwestern University of
Finance and Economics, China
Impact of Demographic Factors on Job Satisfaction of Chinese
Employees-From Intrinsic Reward Perspective
Jiarui Zhang and Ningjun Zhang, Southwestern University of
Finance and Economics, China
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10:00 – 10:30 AM |
Coffee / Tea Break
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10:30AM--12:00PM
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Session
5: ERP and Social Networks |
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Chairperson: Mahadeo P. Jaiswal, Management Development
Institute, India
Reciprocal Embeddedness between Foreign Trade Businesses and
Social Networks：A
Theoretical Model and Empirical Verification
Dejun Cao, Wenjun Tang, Changqing Li, Southwestern University of
Finance and Economics, China
Strategies on How to Grow and Maintain Strong Customer Base for
Your Business in a Competitive Economy
Emmanuel Afolayan, Standard Chartered Bank, Nigeria
Effectiveness of Enterprise Systems Enabled Best Business
Practice at Indian Auto Giant M&M
Mahadeo P Jaiswal, Management Development Institute, India
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Afternoons and evenings are free
for your Orlando activities.
Conference Concludes!
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GLOBAL
DIGITAL BUSINESS SOCIETY