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INTERNATIONAL CONFERENCE ON SERVICE MANAGEMENT
(ICSM 2009)
IS BEING HELD AT
EMBASSY SUITES HOTEL, INTERNATIONAL DRIVE/CONVENTION CENTER, ORLANDO,
FLORIDA, USA
During MAY 21-24, 2009
PAPER
SUBMISSION DEADLINE HAS PASSED
PLEASE SEE
THE TENTATIVE PROGRAM BELOW OR CLICK HERE
Conference Co-Chairs:
Rajendar K.
Garg, Professor of Marketing, Indiana University of Pennsylvania, USA
and
M.P. Jaiswal, Professor of Information Management, Management
Development Institute, Gurgaon, India
Program Chair:
David C. Wyld, Maurin Professor of Management, Southeastern Louisiana
University, USA
International Chair:
Dr. Parimal Bhagat, Associate Professor of Marketing, Indiana University
of Pennsylvania, USA
Asia/Pacific
Chair:
Professor Dejun Cao, Southwestern University of Finance & Economics,
Chengdu, China
Conference Theme, Nature and Scope
The theme of this
conference is to bring together professionals from various parts of the
world to look at Service Management Issues relating to e-business,
e-marketing, e-management area. Service Quality issues relating to part
of the the business and their consequent impact on organizational
performance would be areas of particular interest. The conference would provide insights on
Global Best Business Practices in varied economic environments that
would help identify leapfrogging strategies for emerging economies.
Papers dealing with all aspects of Online Business and Management are
welcome. In particular, papers that explore the multidisciplinary nature
of the subject matter are encouraged.
Specifically, the conference will have the following
tracks:
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IT Enabled Services, E-Services, Business Process
Outsourcing (BPO) services, etc.
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E-Business Strategies and Models
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E-Learning Issues and Strategies
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E-Marketing Issues and Strategies
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Supply Chain Management
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Global Best Business Practices and Change Management
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Knowledge Management, Networking/Communities of Practice
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Customer Relationship Management
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ERP and Service Oriented Architecture (SOA) for
better service performance
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RFID Technology Integration and Applications
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IT Enabled Services, Business Process Outsourcing (BPO),
and Knowledge Process Outsourcing (KPO), etc.
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Global IT Strategy and Management Innovations
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E-Commerce and Internet Marketing, EC Strategies,
Service Models, and other EC issues
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Emerging Business Models and Practices
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Balance Score Card and Performance Measures.
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E-Learning Issues and Strategies
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Other issues related to Digital Technology
Integration and Applications
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HOTEL INFORMATION
Embassy Suites Hotel,
International Drive/Convention Center, Orlando, Florida (our conference
venue) is an ALL Suite hotel. It is 5 Star Property with all the
facilities. GDBS has negotiated an excellent rate of $99 plus
taxes (WOW! for a 5-star Suite!!!) with the
hotel based on the minimum guarantee of 50 suite rooms per day. If
GDBS does not fulfill this commitment, GDBS has to pay for these rooms
as a penalty for under-performance of the contract. Therefore, if
you stay at Embassy Suites, you will be refunded $50
via a personal check on presentation of the Embassy Suites invoice.
This is an extremely wonderful price for a suite
anywhere and especially in Orlando. You are encouraged to stay in
the hotel as you will not simply not be able to buy a better offer
anywhere. To book your hotel suite at the
Embassy Suites Hotel,
please click on here or paste the following link on your browser:
http://embassysuites.hilton.com/en/es/groups/personalized/MCOORES-GDB-20090520/index.jhtml
If you have any trouble in making
online reservations at the special rate of $99 at Embassy Suites, please
send an email to Wendy Bingham, Senior Sales Manager, Embassy Suites
Orlando - International Drive/Convention Center (Phone:
407-581-4273) Email address:
Wendy.Bingham@hilton.com. She
will be able to help you with the reservations.
Submission Instructions
Submissions can be made in a number of categories: Completed research
papers, case studies, panels and panel/round table discussion papers.
Please follow the following guidelines in preparing your submission.
Completed research papers
Typically 3000-5,000 words long (excluding abstract and references)
Case studies
Typically between 3,000 and 5,000 words long
Panel and round table discussion proposals
Typically a 1000 word synopsis of the topic area to be presented. Please
identify the panelists to be involved
In preparing your papers, please follow Author Guidelines link.
Submission and review process will be handled electronically. Please
make your submission as one MSWord or RTF file. Include all figures and
tables in relevant places in the text. The title page should indicate
the title, author affiliations including telephone, fax and email, in
case of multiple authors corresponding author details should be clearly
identified. All submissions will be double blind peer reviewed.
Please note that by submitting a paper to this
conference, you (the authors) agree and give consent to the publication
of the paper in the conference proceedings or in any other form deemed
appropriate by GDBS if the paper is accepted by GDBS for presentation at
the conference. If the paper is accepted by GDBS, at least one of the
author(s) must attend the conference and present the paper. This is a commitment on the part of the authors.
Registration Information
Early (Till March 15) Regular (Till
April 15) Late (After April 15)
ALL Delegates** $300
$350 $400
| GDBS has
negotiated a WOW rate of $99 per night for a "5 Star" One
Bedroom Suite at Embassy Suites Hotel and you are encouraged
to stay there. You will be refunded $50 if you stay at
Embassy Suites Hotel (our conference venue) via a personal
check. |
International delegates (from outside the United
States must make a written commitment to register and attend the
conference, if their paper is accepted for the conference presentation.)
(Registration fee covers: registration fee,
coffee breaks, conference materials and venue costs for the conference.)
There will be a 50% discount for the International
delegate Ph.D. graduate Students on the registration fee. Please send a
copy of your student ID along with your registration form.
Registration fee will
need to be paid after your paper has been accepted. Please visit
the
Registration Info
page (click on the button on the left
panel or here) to get complete information.
Submission Process
All papers (other than authors from India) should be submitted to:
GARG@GDBS.ORG
AND GARG@IUP.EDU. Please attached
the Microsoft WORD file.
All authors from India, please submit your papers to:
INDIA@GDBS.ORG
Best or highly
selected papers may be
considered for publication in the Journal of
Digital Business (JDB). JDB is a refereed journal and is listed in
Cabell directory. Selection
of the papers to be included in JDB will be made at the at the time of
the conference.
International Conference on Service Management (ICSM 2009)
CONFERENCE PROGRAM
May
21-24, 2009
Please note
that the 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. He 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 Content of Chinese Culture
Ningjun Zhang and Jiarui Zhang, Southwestern University of
Finance and Economics, China
Impacts 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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E |
GLOBAL
DIGITAL BUSINESS SOCIETY